Who is United Way Store?
Where are United Way Store offices and warehouses?
What are you hours of operation?
What kind of product selection does United Way Store have?
What are Direct Ship items?
Are non-United Way products available?
Is award product personalization available?
How do I change my billing, shipping, user name, e-mail or password information?
How can I pay?
How long does it take to ship my order to me?
How much does shipping and sales tax cost?
What if you are out of stock of the item that I need?
How are orders confirmed?
Is my satisfaction guaranteed?
How do I return an item?
How do I get copies of your printed catalogs?
How do I make a service suggestion or product comment?

Who is United Way Store?
United Way Store (UWS) is a wholly owned subsidiary of United Way of America. We are a nationally recognized, full-line advertising specialty distributor and are a member of the Advertising Specialty Institute (ASI), the Awards and Recognition Association (ARA) and the Direct Marketing Association (DMA). We are the official source for United Way products and we produce the national United Way campaign supplies catalog. As a result, we are experts at assisting you with your campaign supply needs, communications, and all types of employee/volunteer incentives and awards.

Where are United Way Store offices and warehouses?
United Way Store offices are located at 3680 Wheeler Avenue, Alexandria, Virginia 22304, just a few miles from United Way of America headquarters. Our primary fulfillment warehouse is in Maryland, although we also distribute products from manufacturing plants throughout the United States.

What are your hours of operation?
Our customer service representatives are ready to assist you. Call toll-free 1-800-772-0008, 9:00 AM to 5:00 PM Eastern Time, Monday–Friday. You can also fax your order to 1-703-212-6319, or e-mail customerservice@unitedwaystore.com. When mailing an order, let us know if the order is a confirmation of a previous phone or fax order.

What kind of product selection does United Way Store have?
We offer thousands of products and brands from hundreds of quality manufacturers. Most United Way and CFC products are in stock for immediate shipment. Many of our product designs are developed specifically for UWS and are exclusive to our catalogs and web sites. Our proprietary theme lines are examples of some of the exclusive product lines available only through UWS.

What are Direct Ship items?
DS items are the same standard items as shown in the catalog, but offered in bulk quantities at discounted prices, and are shipped directly to you from the supplier. DS items require production time as listed on the price charts. These are estimates only and shown in business days. If you have a specific event date, please inquire to confirm delivery time. DS orders are priced and shipped in bulk with no special packaging. A minimal production over run or under run of your order may occur. Final order and invoice will include these adjustments. Because of the special-order nature of DS items, no returns will be accepted unless we are at fault.

Are non-United Way products available?
UWS is a leading, full line ad specialty distributor. Thousands of additional products are available for customizing with a special theme, message, logo, or artwork. These non-United Way items are not listed in our traditional catalogs and may not appear in our custom imprint store on the web. If you have a need for a product that you don't see, or you wish to customize one that you do see, please call us at 1-800-772-0008 or e-mail customerservice@sales-service.com for custom imprint requests and custom product information. We're here to help!

Is award product personalization available?
Many of our award items, especially plaques, have engraving available directly from United Way Store. Others may include brass plates for local engraving. Because each personalized item has its own unique requirements, please carefully check the product features and ordering information on each product's web page, consult our printed catalogs, or contact us by phone, fax, or e-mail with your questions and requests. If you choose to have a product engraved, please provide your engraving message in the box that appears with the item when you order that item. That box is titled the Special Instructions. Fees for engraving will not be shown in your on-line order confirmation total, but they will be provided to you when you receive your final confirmation that includes all costs related to your order.

How do I change my billing, shipping, user name, e-mail or password information?
Sign in and then place an order for any product (only to get you to the order/billing screen for making changes). Click on Proceed to Checkout, and at the next screen (Billing/Shipping Information), click on "Changes made above will apply to the current order only. To make permanent changes to your profile, click here" located just above the Catalog Source Code box on the lower left side. You will arrive at the Create/Edit My Account screen, where you can make any changes necessary. Be sure to click Submit at the bottom of the page to save your changes.

How how can I pay for my order?
We accept payment by VISA, MasterCard, American Express, and Discover. Note: Credit card payment must be requested when your order is being placed and not at a later date when your open invoice has already been processed. We can also invoice you by open account if you are with a United Way office. If you have ordered in the past, you or your organization may have an existing account number. If you know this account number, it will help us save time in processing your order.

When paying your invoices or mailing in a prepayment, make your check payable to: United Way Store.

How long does it take to ship my order to me?
Orders of in-stock items ship within 24 to 48 hours unless special rush services are requested. Standard shipping is by UPS Regular/Ground, which takes approximately 2 to 6 business days to arrive at East Coast locations, and approximately 6 to 10 business days for the Midwest and West Coast. Second day and overnight delivery is available. Overnight delivery orders must be placed with United Way Store before noon Eastern Time for shipments to be delivered the next day.

Special (custom) orders are usually processed in 1 to 3 business days after the submission of complete order information and suitable artwork. Next, you will receive a digital proof for approval. Orders then go into production, with shipping times varying depending on factory location and the shipping method you have requested. Generally, custom imprinted orders are produced in about 10 to 15 business days, with delivery in another 5 days.

How much does shipping and sales tax cost?
Shipping charges are based on weight, distance, volume and method of shipping. The minimum shipping fee is $8.00, plus a $2.00 handling fee. Because our products have a very wide range of shipping volume and weight combinations, these fees are not calculated prior to shipment. Applicable rates will be included on your final invoice. Sales tax (if appropriate) is collected for orders shipped to Maryland, Virginia and Ohio. If tax is required, this charge will also be included on your final order invoice. If your agency/organization is tax exempt, please include your tax exempt number in the shipping account information and need date box when submitting you order.

What if you are out of stock of the item that I need?
Items may occasionally be unavailable due to high customer demand or other reasons. You will be contacted shortly after order placement if this does occur. You will be informed as to when the product will be back in stock, or as to whether a substitute is available. Depending on your needs, a partial shipment may be made of all in-stock products, or a direct shipment from our factories may be offered. You will always be given the option of waiting for backordered items until they are available, substituting another item, or canceling all or part of your order. In any case, you are not charged for merchandise until it is shipped.

How are orders confirmed?
Internet orders are acknowledged by e-mail when placed. Orders are then confirmed to you after a complete quality review. This confirmation will include all applicable additional charges (i.e. shipping, engraving, taxes) and will provide your final order number. Phone and fax orders are confirmed when placed.

Is my satisfaction guaranteed?
Customer satisfaction is our highest priority, and your satisfaction is guaranteed. If you're unhappy with your purchase from United Way Store, you may generally return unwanted products for credit or replacement within 60 days from original order date. Food, dated and custom items are not returnable unless defective. UW films, PSAs, and videos cannot be returned after September 30. Please contact us immediately if your shipment appears to have been damaged in transit. Please click on the "How To Order" tab at the top of the pages on this site to see detailed information on product returns.

How do I return an item?
If you have received an item that is damaged, defective, or incorrect, please notify the customer service department at United Way Store and a call tag will be issued to pick up your merchandise. Please indicate if you would prefer a credit or a replacement of your item(s).

• To return merchandise due to the fact that you may have ordered too many or just changed your mind, please contact us for a Return Authorization Number. This number is required in order for us to accept your return.
• We cannot accept returns for any customized or engraved items, dated or year-marked materials, or edibles such as candy or cookies. Special bid and high volume purchases are also not returnable.
• Campaign films and videos are returnable under special circumstances, so please call us or e-mail us before returning these items.
• When shipping us your returnable order, please fill out the back of the packing slip that was located in the box with your original shipment. This form asks you for specific information about what you want to do with your return. If your packing slip can not be found, please contact us before shipping anything back.
• For some returns a 15% restocking fee will be applied.
• We will process your return promptly when we receive the merchandise. Please ship all returns to the following address:

  United Way Store Returns Department
  1900 Industrial Park Drive
  Federalsburg, MD 21632

How do I get copies of your printed catalogs?
We provide free catalogs for campaign use, to include in campaign kits, and for reference throughout the year. We also send catalogs to corporations who often need multiple catalog copies in many locations. We would be happy to send additional catalogs to you. Simply click on the "View/ Request a Catalog" for more copies. The supply of free catalogs is limited and if you have a special need for more catalogs that we can not accomodate please contact customer service.

How do I make a service suggestion or product comment?
We welcome all suggestions and comments! You can send them to us by mail (see address above), fax (1-703-212-6319), or e-mail (customerservice@sales-service.com) - whatever is best for you. Please send your suggestions and comments in writing - this allows for faster action and response. Please note that our lawyers require us to tell you that any suggestions or product ideas you send to us will become the property of United Way Store to use as we deem appropriate and without any compensation to you. Any formal business proposals should be sent to the attention of our Merchandise Director.