How do we pay for merchandise for business purposes?
The Mulesoft Swag Store accepts payments via credit card.
What are your hours?
Fulfillment and customer service for the MuleSoft Swag Store operate weekdays from 8 a.m.-5 p.m. Pacific time, excluding holidays.
Can I order items and have them sent to a customer?
Yes. You will just need to choose the option to “Ship to Someone Else” at check out and enter their information. You can also choose to have tracking information emailed to the recipient.
When will I receive confirmation of my order?
Immediately upon placing your order, you will receive an email confirmation with the order details. Shipment confirmations will be sent at the end of the shipping business day.
When will my order ship?
If there is inventory available, orders placed and authorized:
Before 12 noon Pacific Time, ship same business day.
After 12 noon Pacific Time, ship next business day
Does the MuleSoft Swag Store ship to international addresses?
Yes! FedEx provides the best tracking and customs clearance. You can either pay for the FedEx shipping costs through our website or use the "Ship on My FedEx account" option to have the shipping fees applied directly to your account by FedEx. If you pay for the FedEx shipping costs, the standard is for the recipient to pay for the duties/taxes. If you use the "Ship on My FedEx account" option, the standard is for the shipping and duties/taxes to be applied to your FedEx account. If you would like to ship to a country not listed on the checkout page, please email SV.CustomerService1@HALO.com for information on how to have product sourced to that location. Thank you!
Ancillary Clearance Service Fees:
Please note if additional or special processing is required by a local regulatory agency, ancillary fees may be incurred. These fees, which are subject to change, can vary per country/territory, and may be applied and invoiced to the Shipper, Consignee, or Third Party. Additional information can be found here: https://www.fedex.com/en-us/ancillary-clearance-service.html
Exporting
It is important to BrandVia that our customers are able to receive the items that are shipped to them. We are committed to making every effort to get your merchandise from our facility to the shipping address entered on the order, whether the address is inside or outside the US. We know that many countries outside of the US have import restrictions for promotional merchandise and gifts. At times the merchandise can get held up in customs and the reasons are varied and can change without notice, even if accurate product documentation is provided. As a response to this (as an example) we have placed a hold on shipments to countries such as Russia and India because the import restrictions there have made it too difficult to get our goods into the country. If you would like more information on our international shipping policies and experiences please email SV.CustomerService1@HALO.com.
Redistribution
Most of the merchandise that we sell is produced outside of the US. Many of these goods that have been imported into the U.S. cannot be easily exported to other countries, or re-shipped a second time, once our customers initially receive them. We highly recommend that you check with your freight forwarder to confirm foreign documentation requirements if you seek to re-ship goods that you have purchased through our store(s). Please note: BrandVia is a distributor (not a manufacturer) and therefore will not have access to factory information from the company that originally produced the goods.
When will my order be delivered?
Orders ship from San Jose, California, with the following ESTIMATED timelines:
How do I cancel my order?
Please contact BrandVia Customer Service at SV.CustomerService1@HALO.com or 408-952-5850 before 2 p.m. on the business day your order is scheduled to be shipped.
How do I find out the status of my order and tracking information?
Shipment confirmations with tracking information are sent via email at the end of the business day your order was shipped. Any other inquiries should be directed to BrandVia Customer Service at SV.CustomerService1@HALO.com
How do I conduct a refund or exchange?
Returns are accepted for items in new, unused condition with applicable tags attached. Returns cannot be accepted without an RMA#, which will be provided by Customer Service.
Please Contact Customer Service via email SV.CustomerService1@HALO.com or call 408-955-1750 and have your order number ready.
Domestic Returns: Item(s) may be eligible for return within 30 days from the day the order was placed. Item(s) are to be returned at the customer’s expense. We suggest using UPS or FedEx due to their tracking capabilities. We are not responsible for returns that are lost in transit. Allow 10 business days from the date your package is delivered to us for your product credit to be processed. It may take longer than normal to process during peak times (holidays, sales, special events, etc.). The original method of payment used at check-out will be credited.
International Returns: Item(s) can be returned at the customer’s expense within 60 days from the day order was placed and will receive product credit back on the account used at checkout. The customer is responsible for all return expenses, including shipping, duties, and taxes. We suggest using your countries postal service for the return. If the item(s) arrived damaged or defective (see below). Please contact Customer Service for next steps. Please keep all tracking information for your return, as we are not responsible for lost returns.
Missing or Incorrect Items – Please contact Customer Service to report the issue and we will work with you on a solution according to your needs.
Damaged/Defective Items - Please contact Customer Service to report damaged or defective items *
Lost Packages – You will receive an emailed shipping notification on the day your order ships. Please track accordingly. Report a lost package to Customer Service within 5 days of the delivery date shown on the carrier site (if not received at the specified address) or non-delivery of the order. *
*After 5 days of delivery, carriers no longer accept claims. If you wait beyond this period to inform us, we cannot be held responsible for lost or damaged shipments, and you may not receive credit or replacement. If carrier provides proof of delivery to correct address, it may indicate that the package(s) has been stolen. We are not responsible for stolen merchandise after delivery, so we strongly recommend that you ship to a secure location.
Exception Items – Please note that clearance items and seasonal promotional items may not be eligible for return.
How do I change the shipping address for my order?
If you need to change the shipping address of your order and the order has not shipped please call us at 408-952- 5850 or email us at SV.CustomerService1@HALO.com. Please reference your order number when you call or email.
Where can I provide feedback about the MuleSoft Swag Store?
We would love to hear your feedback and suggestions! Just email SV.CustomerService1@HALO.com.
How do I order in bulk?
If the quantity of an item you like on the store isn't available, we can place a drop ship order from our factory. Please email SV.CustomerService1@HALO.com with the item name, SKU and the quantity that you need. Please note that production time will vary by product and we will advise soonest ship date.
How do I place a custom order?
For all custom order requests (custom items not available in the store) please email Patty Shaffer at Patty.Shaffer@halo.com.
Who runs the MuleSoft Swag Store?
BrandVia powered by HALO
2159 Bering Drive San Jose, CA 95131
Contact Number: 408 955 0500.
Fax Number: 408 955 0506.