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THE CONTENTS OF THIS MANUAL ARE CONFIDENTIAL AND INTENDED FOR AUTHORIZED USERS ONLY. UPDATED JULY 2012
VIP CUSTOMER SERVICE 1020 HULL STREET BALTIMORE, MD 21230 EMAIL UAVIPUNDERARMOUR.COM PHONE 866.454.8849
VIP USER MANUALWWW.UA.COM
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Table of Contents TERMS AND CONDITIONS ............................................................................................................................ 2
INSTRUCTIONS ............................................................................................................................................. 3
Logging In ................................................................................................................................................. 3
VIP Points System .................................................................................................................................... 4
Product Detail/Shopping Cart .................................................................................................................. 4
Checkout .................................................................................................................................................. 6
RETURNS AND EXCHANGES ....................................................................................................................... 10
FREQUENTLY ASKED QUESTIONS ............................................................................................................... 10
How do I log in to place an order? ......................................................................................................... 10
How can I tell if an item is in stock? ....................................................................................................... 10
How is the sales tax calculated for my order? ....................................................................................... 10
How do I make changes to my account? ............................................................................................... 11
Why do I have more/less allotment points than I thought I had? ......................................................... 11
Can I use my discount before my points? .............................................................................................. 11
Why won’t my password work? ............................................................................................................ 11
I am having trouble accessing your website. What can I do? ................................................................ 11
What shipping methods are available? .................................................................................................. 11
How soon after my order is placed can I track it? ................................................................................. 11
I tracked my order and saw the message “in transit,” what does this mean? ...................................... 11
What if I want to change or remove an item from my order after it has been placed? ........................ 11
How do I place a return or exchange? ................................................................................................... 12
Can I order gift cards with my allotment or at a discount? ................................................................... 12
Can I use gift cards or promo codes when I check out? ......................................................................... 12
Do you ship internationally? .................................................................................................................. 12
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TERMS AND CONDITIONS Below are the terms and conditions, which will apply to your use of the Under Armour VIP Ordering System. If you do not agree to these terms and conditions, please do not use your VIP Login to place your order. • All on-‐line orders must be submitted by a designated Under Armour contracted athlete, team representative or customer subject to and in accordance with the agreement by which you received the discount and/or product credit or allowance (the “Agreement”). Abuse of the VIP Ordering System may result in termination of your ordering privileges, this includes allowing others to place orders using your account, placing orders using someone else’s credit card, placing bulk orders on the VIP site, and any of the following terms and conditions listed below. • You may purchase products through your VIP Login only for your personal use or as otherwise permitted in the Agreement. You may not order products with the intention to resell or to receive repayment of any kind. • Please protect your personal login information and password as you are responsible for maintaining the confidentiality of your login/password and any activity under your account. In the case of unauthorized use of your account, you must immediately notify us at [email protected]. • All orders must ship to a valid U.S. address. We do not offer International shipping options at this time. • Applicable shipping charges and sales tax will be deducted from your allotment points or sales order. • High demand and/or seasonal items may not be available for order using allotment points nor have your discount applied; they must be purchased at full price. • In the event the total of your cart exceeds your VIP points, your full order must be paid for with a credit card. We are unable to accept both allotment points and credit card payment on one order transaction. For example, if you only have 100 points left in your allotment account but your merchandise total amounts to $134.98 before discount, you must pay for the entire amount by credit card or remove items until your total, including shipping and taxes, is below 100 points. However, any discount to which you are entitled would be applied to the $134.98 merchandise total if you choose to exceed your point total. Credit card orders can only be processed with your personal U.S. based credit card with valid billing and shipping addresses. • Orders purchased through the VIP Website cannot be returned for refund/exchange to our retail and/or outlet stores. All returns must be mailed back to the warehouse and contain a copy of the returns form which was included in your order. • Gift cards may not be purchased using VIP allotment points or discount. • Additional promotions (promo codes) or discounts are not valid on VIP orders. • All orders placed through a VIP Login are monitored for compliance with these terms and conditions.
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• All VIP accounts are only valid for a maximum of 365 days. Once an account has expired, any discount privileges are removed and any remaining allotment points are zeroed out.
INSTRUCTIONS Logging In
1. Sign in to www.ua.com using the login information provided to you in the “VIP Account Created” email.
2. The VIP logo will appear next to your name at the top of the screen, letting you know you are signed in.
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VIP Points System
1. Your points will be displayed at the top of the screen, if applicable, under your name
2. If all points have been used, or your order exceeds your point allotment, your order will default to credit card payment.
3. Your discount, if outlined in your agreement, will also be applied to all orders placed after your points
have run out. Your discount will appear when viewing your cart and during checkout.
4. Contract renewals result in an automatic update of your VIP point total by Under Armour. NOTE: Please refer to your contract for all allotment expiration dates. Any points remaining when your contract date renews do NOT roll over and will be removed from your account.
5. You may click “View Shopping Cart” at any time while shopping to see the points you have spent during your visit and the points you have remaining -‐ you will always have live, accurate point totals while shopping under a VIP account.
6. Gift Cards are NOT purchasable with your allotment points and are unable to be purchased with your
discount. Product Detail/Shopping Cart
1. Find the product you like
2. Select the color you want by clicking on the color.
3. Select the size.
4. Select the quantity.
5. Click the “ADD TO CART” button.
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6. You may view your shopping cart and contents, and if applicable, amount of points being used and total points remaining at any time by clicking on “MY CART”.
7. If you wish to remove items from your cart, click “MY CART” then select “REMOVE” beneath each item
that you wish to remove from your cart.
NOTE: Our website shows the most current inventory available. If your size is not listed, that means it is not available.
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Checkout: 3 Step Process Addresses Tab: Billing & Shipping
1. Click “My Cart”
2. Click “Proceed to Checkout”
3. Insert and confirm that all address information is correct
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4. Click “Continue to Review & Pay”
Review & Pay Tab 5. When using allotment points to make your purchase, the Review & Pay screen provides the option to edit shipping method and make last minute adjustments to your cart.
NOTE: If your total, including shipping and taxes, exceeds your allotment, you must pay for the entire amount by credit card or remove items until your total, including shipping and taxes, is less than your allotment.
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6. The option to enter a credit card is shown when you do not have allotment points, or have exceeded your allotment. Your discount will be applied here, if applicable.
NOTE: Gift cards may not be combined with discounts or allotment points.
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7. Read the Terms and Conditions and check the box, if you agree. After reviewing your billing and shipping information, click “Place Your Order” and you will receive an email confirming your order purchase.
8. To track your order and its status at any time you can click on “My Account” and then “My Order History”.
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RETURNS AND EXCHANGES 1. COMPLETE the Returns Form included in the package(s) shipped to you. Circle the items you would like to return and indicate the reason for your return using the provided reason codes. Then simply detach the form. 2. ENCLOSE the Returns Form in the package along with the items you would like to return. Detach and keep your Delivery Summary form at the top for your personal records. 3. SHIP the package back to us using the pre-‐printed return label at the bottom of the form. Simply detach the label, fill in your return information, take to a shipper of your choice for postage, and leave the rest to us. We highly recommend making note of the tracking number on your return package provided by your shipper of choice for your records. WANT TO MAKE AN EXCHANGE? If you wish to order new product, login to your VIP account and place a new order at your convenience. Our Returns department cannot process VIP exchanges because they do not have access to the VIP user’s accounts so any new items requested will have to be placed as a new VIP order under your account. Once your return is received at our warehouse, please allow 10-‐14 business days for your credit or refund to post to your original form of payment. Original shipping and return shipping costs are non-‐refundable. Please note: All products purchased through the VIP Ordering System must be returned within 60 days of receipt and must be in resalable condition if it is a non-‐defective item. If a product is defective, contact us at [email protected] we will replace it with an item of equal value. We recommend that you return your items via an insured and traceable carrier service since Under Armour is not responsible for packages lost in transit. **If a return is necessary due to a defective product, please contact us at 866-‐454-‐8849 or [email protected] so we can make it right, right away**
FREQUENTLY ASKED QUESTIONS How do I log in to place an order? Once setup, you will receive an email from Under Armour outlining the initial login process. Please make sure to remove us from spam or junk email blockers. Your email address will serve as your login on www.underarmour.com. You will know you are logged in as your name will appear on the welcome screen at the top left of the site. For assistance, please email us at [email protected]. How do I contact a VIP Customer Service Representative? You can reach a VIP Representative by calling our VIP toll free number at 866-‐454-‐8849 or by sending an email to [email protected]. How can I tell if an item is in stock? Once you've selected the style, you can determine what color/size is in stock by first selecting the color (1. Select color), and then the size (2. Select Size). If the size you want is not listed for the selected color, it is not available. Our website is designed to feature 'real-‐time' inventory levels so that only in-‐stock items are visible and available for purchase. If the item you would like to purchase is currently out of stock, we apologize for the inconvenience and encourage you to contact your customer service representative to help find an alternative. How is the sales tax calculated for my order? Some Under Armour gear may be tax exempt depending on the shipping destination and time of year. Our systems automatically account for tax exemptions when they occur.
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How do I make changes to my account? Using your email address and a password of your choice, you may access your account online at any time to add, delete or change information including saved ship to addresses, credit card information, etc. Why do I have more/less allotment points than I thought I had? All VIP allotments on the site are calculated in Retail dollars. Therefore, if your contract states that your allotment is in Wholesale dollars, we doubled the amount to reflect Retail. The website will also be updated with deductions if you placed orders via telephone, fax, or email through a Customer Service Representative during your current contract year. Feel free to contact your Under Armour Representative or [email protected] if you have any questions. Can I use my discount before my points? Your VIP discount will not be applied to your order until you have used all of your points. The VIP site is intended for personal use, so you should be using your points first when ordering, and then your discount will be automatically applied. Why won’t my password work? If you have an existing Under Armour online account, click on the "Sign In" link at the top of the page. You will be taken to the Sign In page, where you can select "Forgot Password." You will then be prompted to give your email address so we may email you a link – for your security -‐ to change your password. I am having trouble accessing your website. What can I do? Check your browser setting to ensure you have Active features enabled. You will also need a flash plug-‐in to view our website. The latest version of the Macromedia Flash Player can be downloaded from: http://www.macromedia.com/go/getflashplayer Supported Browsers: Microsoft Internet Explorer 7 or higher Mozilla Firefox 3.6 or higher Google Chrome 16 or higher Safari 5.1 or higher
What shipping methods are available? Our site provides VIP customers with the option to choose ground or 3-‐day shipping. How soon after my order is placed can I track it? You will receive a tracking number via email once your package has been shipped. If you are a registered member and do not have this information and would still like to track your package, log into your account and use the Order Number from your original order confirmation email to track your package. Please allow 2 -‐ 4 business days between placing your order and using the tracking tool. I tracked my order and saw the message “in transit,” what does this mean? If you tracked your order on our website and received the message that your order is "in transit," this simply means that your order is being processed for shipment, or that the tracking information has not been updated with the shipping carrier yet. It typically takes 2 -‐ 4 business days for the carrier to receive our tracking information. What if I want to change or remove an item from my order after it has been placed? Please call the toll free VIP line at 866-‐454-‐8849 or email [email protected], provide your order number, and include any information on your requested order change/cancellation. Since we strive to process and ship your order as quickly as possible, we cannot guarantee an order change/cancellation, but we will do our best to accommodate you. Please note, that we are unable to add items to an existing order.
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How do I place a return or exchange? To make a VIP return, you must complete the Returns section of the paperwork that came with your original order, and include this paperwork in the box with your return to the address provided for you. If you wish to exchange an item, login to your VIP account and place a new order at your convenience. Our Returns department cannot process VIP exchanges because they do not have access to the VIP user’s accounts so any new items requested will have to be placed as a new VIP order under your account. Once your return is received at our warehouse, please allow 10-‐14 business days for your credit or refund to post to your original form of payment. Original shipping and return shipping costs are non-‐refundable. Can I order gift cards with my allotment or at a discount? Gift cards are only able to be purchased at full retail value. Neither your allotment points nor any applicable discount may be applied toward the purchase of gift cards. Can I use gift cards or promo codes when I check out? Gift cards and promo codes may not be combined with discounts or allotment points. Do you ship internationally? At this time, we are only able to ship to a valid U.S. address on orders placed under a VIP login.