FAQ
Thanks for coming to our FAQ Page.
SHIPPING QUESTIONS
Q: Will I receive a pallet or a bunch of boxes?
A: Depending on the weight / size of your order, some items are sent via LTL (Less Than Truckload) on pallets. Typically, we pallet if the order
- weighs over 120 lbs
- consists of over 5 - 7 boxes
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Q: How do I receive tracking information for my shipments?
A: Groupon Inc. uses FedEx for ground shipping and ABF for LTL shipping.
Shipping Fedex / https://www.fedex.com/apps/fedextrack/?action=track
As items ship, Shopify will notify you via email (automated triggers) that your items have shipped. This email will have a list of all partial / full orders. You can also log into your portal to view all orders and their statuses.
Shipping ABF (LTL) / https://www.abfs.com/tools/trace/
As pallets ship, a Shopify Fulfillment Team Member will notify you via email to supply you with a Bill of Lading (BOL) and all your shipping / tracking information.
Q: Is shipping included in the prices?
A: Yes, shipping is included with all items.
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Q: How long do items take to ship?
A: Estimated shipping times are calculated on each product page with a production schedule on produced printed items.
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Q: I need something in a hurry, can I get items faster?
A: Unfortunately we do not offer rush services.
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Q: What should I do if I have shipping issues / damaged goods?
A: In the event of a situation, please take the following steps:
1. Take pictures immediately and gather all the package paperwork / emails.
2. Email Gary Jeffery (jjeffery@groupon.com) with all images, order information and an explanation of the damages.
**Please do this in a timely manner. The sooner we start claims, the better.**
CUSTOMIZED ITEM QUESTIONS
Q: How can I order something customized and/or order something that isn't available on the site?
A: If your Market is interested in acquiring collateral that isn't on the site, you will need to receive an approved PO through COUPA. Steps are listed below:
- STEP 1: Fill out the Custom Item Quote Request Form
- STEP 2: Once you receive your quote back (typically 24 - 48 hours), you will have everything you need to submit your request through COUPA. (COUPA requests can take 7 - 14 business days)
** You must be logged into Groupon in order to access COUPA via your apps or online. **
We will provide you with all the info to fill out. You will need to upload your request reasoning and/or ROI tracker information.
(**Upload all your attachments to the PO Request in the bottom left**)
- STEP 3: With an approved PO Number, you have 2 options.
- You can now submit a design request that will flow through Percolate for the approved custom item. (Design Request SLA can take 7 - 14 business days)
- You can upload your own artwork (go right to Approved COUPA PO Page here)
IMPORTANT: DO NOT request artwork unless you have an approved PO number. (SLA's are only for requests with approved PO numbers.)
- Finally, when you receive your approved artwork, go to the Approved COUPA PO page and fill it out to procure your custom item order.
http://store.orderup.com/products/approved-coups-submission
For more information, please contact Gary Jeffery (jjeffery@groupon.com).
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A: Unfortunately, we are not offering custom design services to either Franchise or O&O Markets.
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Q: Does the store review uploaded files?
A: Yes. Artwork is reviewed for pre-press specs and Brand Guideline maintanence.
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Q: Does the store edit uploaded files if there's a problem?
A: No. If there's an issue, you will be informed and asked to have it fixed and sent back to us.
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Q: Where do I submit my approved COUPA PO for a custom purchase?
A: Click here (http://store.orderup.com/products/approved-coups-submission)
Q: Where can I find design templates for items in the store?
A: All templates in the store are available in in 3 locations
- The footer of each page
- On the dedicated Template page (http://store.orderup.com/pages/templates)
- On each individual product page (where applicable)
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ACCOUNT QUESTIONS
Q: What do I do if I forget my account password and lock myself out of the store?
A: If you've forgotten your account password, go to http://store.orderup.com/account/login and click on the "Forgot Your Password?" to reset your account.
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Q: How do I update my account info?
A: Log into your account from the homepage or navigation bar
Once in your account portal, choose from the following options:
Update account email / Reset Password / Edit or Add Shipping Addresses
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Q: How do I create a new account?
A: Creating an account is simple and automated. Just go to http://store.orderup.com/account/login and click on the "Create Account" link below.
**You can also go directly to http://store.orderup.com/account/register**
Fill out the information on the form.
**Only email accounts from groupon.com and orderup.com will be serviced**
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ORDERING QUESTIONS
A: Each market has an individual Promo Code to enter during the checkout phase. Please contact your market GM for your market's Promo Code.
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Q: How long will it take for my orders to arrive?
A: Delivery times for products are available on each item page.
We also offer production & shipping info for all printed collateral.
** This map represents AVERAGE delivery times for FedEx / ABF (LTL). For reference only **
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Q: How do I receive shipping info?
A: Groupon Inc. uses FedEx for ground shipping and ABF for LTL shipping.
When shipping Fedex
As items ship, Shopify will notify you via email (automated triggers) that your items have shipped. This email will have a list of all partial / full orders. You can also log into your portal to view all orders and their statuses.
When shipping ABF (LTL)
As pallets ship, a Shopify Fulfillment Team Member will notify you via email to supply you with a Bill of Lading (BOL) and all your shipping / tracking information. You will also receive an email with the BOL number as well. You can also log into your portal to view all orders and their statuses.
**REAL-TIME Order Status History Report**
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Q: What should I do if an item is out of stock?
A: If an item is out of stock, you will not be able to buy it in the store but there will be a notice saying it's out of stock on the collections page.
In the event that you over order the remaining stock availability of an item, upon checking out you will receive a message to adjust your cart qty.
