Frequently asked questions

Q. How do I contact Customer Service?

A. If you have any questions regarding your order, please email Customer Service at cencorabrandshop-cs@halo.com. Please include your sales order number to expedite service. Our customer service team is available Monday through Friday from 8:00 am to 5:00 pm CST.

Q. How do I change or cancel my order?

A. To change or cancel an order, please contact Customer Service at cencorabrandshop-cs@halo.com immediately as there may be a chance that we have processed your order for shipment. We will take all reasonable steps to accommodate your request.

Q. What should I do if I need my order rushed?

A. If you need your order rushed, please contact Customer Service at cencorabrandshop-cs@halo.com immediately. All efforts will be made to meet your in hands date. Expedited shipping may be necessary to meet specific delivery dates.

Q. How is my order received?

A. When you submit an order, it is transmitted securely to our office in an encrypted format.

Q. Will I recieve an order acknowledgement?

A. When we receive your order, we will email you an order confirmation within 24 hours.

Q. Which payment options are accepted?

A. All users can pay via credit card. Corporate, P-card, TE-card and personal credit cards are all accepted.

Q. How are returns handled?

A. Please contact us at cencorabrandshop-cs@halo.com regarding returns or exchanges. Customer Service will review return options with you. Personalized or non-inventory items are not eligible for return.

Please note: Additional freight charges will apply to any returns or exchanges, except on items deemed a manufacturer defect or warehouse error. Exchanges will incur both inbound and outbound freight charges at customer cost.

Q. What if the item I need is out of stock?

A. Items that have been sold out and are currently unavailable will show a "Notify me" button on the product page. When the item is back in stock on the store, an email notification will be sent to users who have requested to be notified.

Q. When will my order ship?

A. In stock, inventoried items generally ship within 48 hours. Inventoried items ship from Sterling, IL. Detailed information on available shipping methods, costs and time in transit are provided during the checkout process. Personalized or on-demand items may take up to 15-20 business days or more to ship; please reference specific items for production time details.

Q. Can I split ship orders to multiple locations?

A. No, orders cannot be split shipped to different locations. Separate orders will need to be placed to ship to each location needed.

Q. How do I track my order?

A. If your order was placed under your account, please ensure you are logged in to your account to view this tracking information. Under your account you will find “View Orders.” Once the order has been shipped, tracking information will be available. A shipment notification will also be emailed with tracking information.

Q. English isn’t my first language. How should I contact Customer Service?

A. For our international team members who need customer service assistance and speak languages other than English, please reach out to our customer service team via email at cencorabrandshop-cs@halo.com for the fastest service.