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SHIPPING & DELIVERY

> How will I know whether my order has been shipped?

When you place an order on shophoop.com, we'll send you an email confirmation to let you know when it's been shipped and is headed on its way to you.

To get order status alerts sent to your phone, make sure you sign up in Shophoop.com account and update your correct phone number. To sign up, access your user profile via Shophoop.com, scroll down to the "Sign Up" section, and create an account with all the required information asked on the Sign up page. You will only receive text messages for the order status notifications you have elected to receive via your Shophoop.com user profile.

> How can I check on my order's delivery status?

To check the delivery status of your order, visit the Order Status page on Shophoop.com and type in your order number and zip code. You can also log into Shophoop.com, click on "Track Order" and select the appropriate order for tracking information. We cannot determine exact delivery time, but we can tell you if your order has been shipped, and whether any problems with it have been reported to us.

For more specific delivery details, please refer to your order or contact us.

> What does it mean when I'm told my order is processing, shipped, item(s) not available, or canceled?

Processing means we've received your order and are in the process of filling it.

Shipped means we've filled this portion of your order. It's on the delivery truck and will be delivered soon.

Item(s) Not Available means this portion of your order was not filled. A Customer Service Representative from Shophoop.com will be contacting you with more details.

Canceled means the order was canceled by either the customer or by Shophoop.com. A Customer Service Representative from Shophoop.com will be contacting you with more details.

> I won't be available to accept my delivery. What do I do?

If you've already placed an order with us, we may be able to reschedule your order for a different delivery day that's more convenient for you. Please chat with us or call us as soon as possible at 800-858-9251 to speak with a member of our customer service team. However, if you would like the driver to leave your products (e.g., on the front steps), please fill out the Shipper Release Agreement. The driver must take the note as proof of authorization. If you don't post a Shipper Release Agreement, the driver will decide whether or not to leave the order unattended.

If the delivery cannot be made, your order will be returned to the local delivery center and another attempt will be made.

> What if I don't receive my order by the scheduled delivery date?

If you don't receive your order by 5:00 pm on the scheduled delivery date, let us know. Keep in mind that UPS may deliver to residential addresses until 7:00 pm.

> What do I do if I forget my UPS tracking number?

If you forget or misplace your UPS Tracking Number, call the Shophoop.com customer service number.

> I received most of my order, but I'm missing one item, what should I do?

First check your order and shipment confirmation emails to determine if your missing item is scheduled to ship separately. If your missing item was scheduled to arrive with other items, but was missing, please contact Customer Service for assistance.

> Do I have to wait at my house or office all day for my delivery?

For your security and protection, it's best to have someone available to sign for your order between the hours of 9:00 am and 5:00 pm, Monday through Friday, excluding holidays. Our drivers' delivery routes change from day to day so there is no way to determine the exact time your order will be delivered. If you'd like the driver to leave your shipment (on the front steps, for example), you need to fill out the Shipper Release Agreement. If you don't post a Shipper Release Agreement, the driver will decide whether or not to leave the order unattended. If the delivery cannot be made, your order will be returned to the local delivery center and another attempt will be made.

> What time can I expect my order to be delivered?

In most cases, our drivers deliver orders between the hours of 9:00 am and 5:00 pm, Monday through Friday, excluding holidays. Since our drivers' delivery routes change from day to day, we cannot determine an approximate time your order will be delivered.

> Can I specify a delivery date/time for my order?

We are unable to specify a particular time for your order to be delivered.

> What is your delivery policy?

An estimated delivery date will be provided after your order is placed. These dates vary due to carrier shipping practices, delivery location and the items you order. Products may be delivered in separate shipments.

Delivery dates noted apply to orders placed by 5:00 pm local time (or 4:00 pm local time in stores and in limited locations across the country) and where credit approval and product availability are confirmed by 5:00 pm on the same business day that the order is placed. (Note: Business days are defined as Monday through Friday, except holidays.) Items shipped direct from the vendor may require an earlier order placement time. You will be notified of the estimated delivery date in a confirmation email.

Shophoop.com catalog and Web site are operated within the contiguous United States for customers within the U.S. and therefore do not ship or bill to international addresses. Shophoop.com delivers to street addresses (not P.O. Boxes or APO/FPO) in the contiguous United States only.

Certain Shophoop.com items originate directly from carefully selected vendors and manufacturers. In many instances, delivery personnel will deliver your order to your entrance. Other items are prestocked at warehouses around the country and delivered by a common carrier. For these items, a loading dock is needed. If one is not available, delivery personnel will bring your order to the tailgate of the truck; you will be responsible for unloading the items and bringing them into your building.

> What are my delivery options?

You can have your items delivered to your home or office.

> How much does it cost to have something delivered?

Shophoop.com orders under $99 will be charged a $9.95 delivery fee.

*Free next-day delivery is available on eligible items only; orders must be placed by 5pm local time, Excludes weekends and holidays.

> What is an Oversize Item?

Oversize Items are items which weigh 70 pounds or more (excluding packaging) and which are identified as Oversize Items on the individual product page. A fee of $19.99 will be charged for delivery of Oversize Items.

> Can I purchase multiple items at the same time but have them shipped separately?

Unfortunately, no. That said, we might ship your items separately based on availability, or if they're coming from multiple suppliers. If you don't want all your items at the same time, we suggest putting in separate orders.

> Does Shophoop.com deliver to "Mail Drop" locations?

A Mail Drop location is an address where a business or service accepts mail deliveries on behalf of a customer. Shophoop.com will deliver to Mail Drop locations such as a UPS® store (formerly Mail Boxes Etc.). However, Shophoop.com is unable to deliver to P.O. Boxes, prisons or APO/FPO addresses, which are military overseas mail drops.

> Can I just pay the driver for my order?

At this time, we do not accept C.O.D. orders.

> Can I place an order on Shophoop.com for delivery outside the United States?

Staples catalog and Web site are operated within the contiguous U.S. for customers within the U.S. and therefore do not ship or bill to international addresses. Shophoop.com only delivers to street addresses (not P.O. Boxes or APO/FPO) in the contiguous United States.

> What happens if my item arrived and it was defective?

We apologize for that inconvenience. Learn about your options for returning an item. And don't worry: If you're returning a defective item, we'll refund your shipping charges.

Same-day delivery

> What is Shophoop.com same-day delivery?

Shophoop.com same-day delivery is available on eligible orders in select cities. You can choose Shophoop.com same-day delivery during checkout.

> How much is Shophoop.com same-day delivery?

Staples Rush same-day delivery costs $14.99.

> How late in the day will a Shophoop.com same-day order be delivered?

All orders will be delivered no later than 7:00 pm.

> When do I need to order by to be offered Shophoop.com same-day delivery?

Orders are to be placed by 1PM local time Monday - Friday.

> Which products are eligible for Shophoop.com same-day delivery?

Eligible products must be available in your area to qualify while checkout.

> Which products are ineligible for Shophoop.com same-day delivery?

Ineligible products include items over 70 lb., clearance items and liquid or hazmat chemicals and cleaners.

> How do I choose Shophoop.com same-day delivery for my order?

At checkout, simply log in or enter your shipping information, and if your order is eligible, you will see an option for Shophoop.com same-day delivery.

> Is Shophoop.com same-day delivery available every day?

Shophoop.com same-day delivery is available Monday through Friday, excluding holidays.

> What happens after I place a Shophoop.com same-day delivery order?

You will receive a confirmation email of your Shophoop.com same-day delivery order. A Shophoop.com delivery associate will then contact you via the phone number provided in your order to confirm a delivery time or where the package can be left if you’re unavailable.

> Do I need to be present when my order is delivered?

If you are unavailable at the time of delivery and the order is under $500, you can designate, to your delivery associate, prior to delivery, a place for the order to be left. For all orders $500 and above, a door tag will be placed at your delivery destination with follow-up instructions about the possibility of rescheduling your delivery. If delivery cannot be rescheduled, your order will be cancelled and refunded.

> Can an order with Shophoop.com same-day delivery be rescheduled for the following day?

Yes. If you’re unavailable to receive a Shophoop.com same-day order, inform your Shophoop.com delivery associate once you’ve been contacted, and request delivery for the following day.

> Do delivery associates accept or expect tips for Shophoop.com same-day delivery?

No, but smiles and kind words are always appreciated.