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Store Policies

 

Customer Service

 Your satisfaction with your experience of the Cisco Company Store is very important to us and we want to hear from you. Please contact us with questions or comments at any time at logo-merch-store@external.cisco.com.
We are also available Monday - Friday from 8:00AM to 7:00PM EST at 1(888)675-8676 (in the U.S.) or 1(540)389-0014 (outside the U.S.).

Shipping & Handling

UPS delivers orders for the Cisco Company Store within the U.S. International shipments are delivered by FedEx. Shipping and handling costs are calculated by order value and delivery destination. In your shopping cart, calculate the charges by selecting the ship-to destination and level of service. In stock products typically ship within 48 hours after you submit your order. If you are trying to estimate delivery dates, please note the following:
  • Payment authorization must be completed prior to processing.
  • We cannot guarantee overnight orders placed after 12 noon EST for next day delivery.
  • Orders ship Monday through Friday only. There are no shipments or deliveries on weekends.
  • Products may ship from various locations and therefore may arrive at different times.
Please see the FAQs in the Help section for locations of our fulfillment partners. We ship most products to international locations. However some clothing items cannot be imported from the U.S. to various countries. Customer Service will notify you if any of the items you have selected fall into this category.

Returns

Products that have not been used and are in new condition may be returned for a refund within 30 days of the product shipment. Please contact customer service at 1-888-675-8676(U.S. and Canada) for instructions on returning your product.

Taxes

Orders shipped to AL, CA, DC, FL, GA, IL, IN, KY, MA, MD, NC, NJ, NY, SC, TN, VA or WV will have all applicable local and state sales taxes calculated after payment processing. The tax charges will be viewable on your order receipt. International orders are not charged sales taxes at time of order. The recipient of the order, however, will be responsible for paying to customs any import duties and Value Add Taxes (VAT).

Contact a Real Person

If you have questions about The Cisco Logo Merchandise Store, you may call email us at logo-merch-store@external.cisco.com or call our customer service center between the hours of 8:00AM and 7:00PM EST at 1(888)675-8676 (in the U.S.) or 1(540)389-0014 (outside the U.S.).

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Availability of Inventory

Occasionally, an item you wish to order may be out of stock or there may be fewer than you need. We do our best to ensure this happens infrequently, but it is impossible to completely prevent this from happening from time to time. Although inventory is monitored daily and re-orders are usually placed well in advance, there are many factors—too numerous to mention here—that can lead to an item being out of stock at a time that might be inconvenient to you.

You can help minimize inconvenience for everyone when you:
1. Order as far in advance of your in-hand date as possible
2. Warn us in advance if you plan on depleting all the inventory of a specific item.
3. Let us know if you have an upcoming need which cannot be met by the existing inventory quantity.
4. Chose an alternate item in case the one you want is out of stock.

Finally, if you really need something and there is no stock, please give RMG or Cisco a call. It’s always possible that the quantities you need are already in production or close to being delivered.

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Frequently Asked Questions

ORDERING

1. Can I place an order via telephone or e-mail?
We ask and encourage you to place your order online, however, customer service is available 24 hours a day at logo-merch-store@external.cisco.com or between the hours of 8:00AM and 7:00PM EST at 1(888)675-8676 (in the U.S.) or 1(540)389-0014 (outside the U.S.) to help you complete your order, if necessary.
2. How can I track my order?
If you have placed an order, you can check the status by entering your order number on the Find Your Order link on the store.
3. Can I make changes to my order?
You may contact customer service logo-merch-store@external.cisco.com or call 1(888)675-8676 (in the U.S.) or 1(540)389-0014 (outside the U.S.) to determine if your order can be changed prior to order processing and shipment.
4. Can I cancel my order?
Order processing begins after you click on the submit button therefore it may not be possible to cancel your order. Please contact customer service at logo-merch-store@external.cisco.com or call 1(888)675-8676 (in the U.S.) or 1(540)389-0014 (outside the U.S.) for assistance and if your order cannot be cancelled, you may return it.
5. Can I purchase a Gift Card?
We will not be offering gift cards for purchase on the Logo Merchandise site at this time.
6. How do I redeem a Gift Card?
During the checkout process when you are prompted to enter a gift card, Enter the gift card number and click "Apply" to redeem the gift card.  When you have redeemed your card, the card amount will be subtracted from your order total.  You may repeat this process for as many gift cards as you have.  When you have entered all your gift cards, you may continue with your order by clicking "Continue" at the bottom of the page.
7. How do I redeem a coupon?
We will not be offering coupons on the Logo Merchandise site at this time.

SHIPPING AND RETURNS


1. When will I receive my order?
In-stock products typically ship within 48 hours after you submit your order. Delivery time will depend upon product availability and selected shipping method.
2. When will I receive a product if it's on backorder?
The store is occasionally out-of-stock on popular items. It may take between 1-4 weeks for a product on backorder to be shipped to you. You will receive an e-mail notification upon shipment.
3. How much is shipping and handling for my order?
Shipping and handling charges are calculated based upon your order total. Your shipping charges will be indicated when your order is placed. In your shopping cart calculate the charges by selecting the destination and level of service. UPS ships within the U.S. and FedEx ships all international orders, including Canada and Puerto Rico. (International order shipping amounts will vary greatly depending upon the selected destination.)

Customs & duty fees are the responsibility of the recipient. You will be contacted by customer service to confirm the shipping and handling charges on your order. Please respond within 48 hours to ensure timely shipping.
4. Can products be shipped to PO Boxes/APO/FPO addresses?
All products can be shipped to APO and FPO addresses and will typically be sent via USPS. Please choose UPS Ground service for these shipments. (We do not currently ship orders to P.O. Boxes.)
 Enter APO or FPO in the City field and in the State pull down menu select AA if the recipient resides in the US, AE if the recipient resides in Canada, Europe, Africa or the Middle East or AP if the recipient resides in Asia or the Pacific. For all addresses select United States from the country pull down menu.
5. Will I be charged sales tax?
In states where our commerce service provider and fulfillment partners have operations, we are required to charge sales tax on product purchases as well as shipping and handling. Cisco Logo Merchandise Store currently collects sales tax in the following states: CA, MN,VA, NY, IN, & IL
6. What is the policy and process for returns?
Products that have not been used and are in new condition may be returned within 30 days.

PAYMENT METHODS


1. What are my payment options?
We accept Visa, MasterCard, American Express, and Discover

INTERNATIONAL ORDERS


1. Who is responsible for paying duties and taxes for international shipments?
The Consignee (Recipient) of the package(s) is responsible for any duties and import taxes due upon delivery. Duties and taxes are not calculated and charged when you place your order online and will be payable to Customs when you receive your order.
2. Can employees ship personal orders to a Cisco address?
Cisco employees should not ship international orders for personal use to a Cisco address. Please ship to a non-Cisco location for personal orders.
3. Is the Cisco Company Store merchandise available in any other currency besides U.S. dollars?
All prices displayed on the Logo Merchandise Store are in U.S. dollars only. Please contact your credit card company for current exchange rates.
4. Can I ship all logo merchandise in the Logo Merchandise Store internationally?
Due to customs restrictions, we are unable to ship all logo merchandise to some geographic locations. Customer service will notify you if any items you have selected fall into this category.

INTERNATIONAL SHIPMENTS

Customs & duty fees are the responsibility of the recipient You will be contacted by customer service to confirm your order. Please respond within 48 hours to ensure timely shipping.

If you should require a copy of the Commercial Invoice, please email us at logo-merch-store@external.cisco.com. We will be happy to provide one for you in Adobe's .PDF format by return email.

LOGO MERCHANDISE

1. Can I ship all logo merchandise in the Logo Merchandise Store internationally?
Due to customs restrictions, we are unable to ship all logo merchandise to some geographic locations. Customer service will notify you if any items you have selected fall into this category.
2. How can I purchase an item not offered in the Logo Merchandise Store (i.e. different color, etc.) or place a special order?
For custom orders please e-mail logo-merch-store@external.cisco.com or call 1(888)675-8676 (in the U.S.) or 1(540)389-0014 (outside the U.S.) between the hours of 8:00AM and 7:00PM EST to speak with a customer service representative.

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Protecting your Data

Cisco cares about the proper use and protection of your personal information. For more details, please read Cisco’s Privacy Statement.

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Shipping Information

Our goal is 100% accuracy on quantity and  timelines for all shipments. RMG processes orders Monday-Friday. All orders for in-stock merchandise are shipped within 48 hours. Rush orders are shipped same day provided they are transmitted before 3:00 p.m. EST. To view a map of delivery dates for ground shipments please click HERE.

All orders should arrive with a packing slip. Please confirm that all the information on the packing slip is consistent with the materials in the box. Also make note of any damage to the box should you find a discrepancy. If you have questions, there is an 888 number listed on the packing slip.

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About Robertson Marketing Group

RMG is the promotional partner for Cisco. They are responsible for the management of the electronic database and Cisco's merchandise program. They also produce some of the merchandise featured in the catalog. Cisco Gift Store/Robertson Marketing team is dedicated to providing the best promotional ideas, price and distribution services possible.

Robertson Marketing is headquartered in Salem, Virginia. The closest big city is Roanoke. They offer in-house screen printing, embroidery and fulfillment services, and some of the best technology in the promotions industry.

RMG is interested in knowing what they are doing wrong, what they are doing right and what they could be doing to improve their service. Please email them at robertsonmarketing.com if you have any comments to offer.

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Return Instructions

Write on the original packing list what you are returning and whether you would like to be credited or have an exchange. If you do not have the packing list, please write the above information on a blank piece of paper and include your name, the person's name that placed the order and your address.

Return the package to:
ATTN: CISCO RETURNS DEPT.
Robertson Marketing Group
359 Kesler Mill Rd
Salem, VA 24153

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