Please review the list of Frequently Asked Questions below. If you'd like immediate customer support, please call Alicia Becker at (716) 845-8119.
Frequently Asked Questions
Can't find the answer to your question? Chat with a customer service representative with our Live Online Customer Support application.
General Questions
Customized/Corporate Holiday Card Order Questions
Customer Service Questions
Product Questions
Sales Locations Questions
Shipping Questions
Volunteer Questions
General Answers
Why haven't I received my catalog in the mail this year?
In an effort to reduce expenditures while "going green", The Paint Box Project has made the choice to print fewer catalogs this year. Each of our individual household customers will receive a post card and a post card reminder. Orders can be placed here at this website or by calling our toll-free number, 1-800-959-5931.
Similarly, each of our corporate customers will receive a digital catalog on CD as well as a post card reminder.
We understand that this is a big change, and we encourage you to email PaintBox@roswellpark.org with your name and address and a request for a mailed catalog if you would like a printed version of the catalog. Please note that limited quantities of our 2009 Holiday Card & Gift Collection catalog are available.
Is my purchase from The Paint Box Project tax-deductible?
No, product purchases made from a non-profit organization such as The Paint Box Project are not tax-deductible. However, cash donations of $5 or more made to The Paint Box Project are tax-deductible.
Customized/Corporate Holiday Card Answers
I'm placing a large holiday card order for my business or organization and I need support. Who can I call to help me place my order?
For support on corporate holiday card orders, please contact Alicia Becker at (716) 845-8119. Due to the volume of calls we receive during the holiday season, please allow 48 hours for your call to be returned if you leave a voice mail, although we will always do our best to answer your call. Once Alicia gets to your order, you can be assured that she will give you her complete attention until your order is successfully placed.
I'm ordering holiday cards for my business or organization and we'd like to use the same logo or text that we used on our holiday card from last year. Are we able to retrieve this information from your system?
The Paint Box Project has moved to a new web system this holiday season, so most logos and card layouts from previous years are not retrievable. However, select orders can be looked up from previous years. To find out if we can retrieve your company or organization's detailed past order information, please call Alicia Becker at (716) 845-8119. Due to the volume of calls we receive during the holiday season, please allow 48 hours for your call to be returned if you leave a voice mail, although we will always do our best to answer your call.
Do envelopes come with my customized holiday card order?
Yes, plain white envelopes come with all customized holiday card orders at no additional cost. If you would like to have a return address printed on your envelopes, this is an additional cost. Simply search for the product "Customized Envelopes" (or by searching for "CE") and add the quantity you'd like with the return address you'd like printed on them. You will also be able to select the location of your return address (front left or back center).
I just placed an order for holiday cards for my business or organization, and I need to make a change to the order. How can I do this?
If you'd like to make a change to a customized holiday card order you've placed, please call Alicia Becker at (716) 845-8119. Due to the volume of calls we receive during the holiday season, please allow 48 hours for your call to be returned if you leave a voice mail, although we will always do our best to answer your call. Please be aware that if your order has gone to print, we cannot change the order. In this case, we can help you set up an additional order, but we wouldn't be able to decrease a quantity ordered or change text.
Customer Service Answers
I left a message for customer support and I have not received a return phone call. When can I expect support?
While most questions and concerns can be handled immediately by customer service representatives at 1-800-959-5931, some questions need to be handled by Paint Box office staff. When this is the case, the customer service representative will write a Memo to the appropriate Paint Box office staff member who will return your call within 48 hours, due to the volume of calls received. We apologize for any inconvenience this may cause.
How can I find out about the status of my order?
Paint Box orders are shipped via UPS or the US Postal Service based on the physical size of the package. Regardless of how your order ships, you can find your order's shipment status by clicking on "Order Status" at the top, right-hand side of every page on our website. All you'll have to do is enter your Order Number or e-mail address and the system will show you a tracking number you can click on that will take you to either UPS' or US Postal Service's tracking page showing your specific shipment's status. If you need any additional tracking assistance, please do not hesitate to call Alicia Becker at (716) 845-8119.
How can I get additional copies of my order receipt?
To obtain additional copies of your order receipt, simply log on to your "My Account" page and select the order that you need additional order receipt copies for. Please note that product purchases from The Paint Box Project are not tax deductible. Only donations of $5 or more made to The Paint Box Project are redeemable for tax credit.
Product Answers
How can I make a return on a damaged or incorrect item?
Our policy is: Satisfaction Guaranteed! If you need to return or exchange a product for any reason, please return it to The Paint Box Project and we will gladly issue you a refund or exchange. Please send all returns to The Paint Box Project, Roswell Park Alliance Foundation, Elm & Carlton Streets, Buffalo, NY 14263. Please include the reason for your return (damaged and/or incorrect items sent) with your packing slip when you make your return. If you have any questions on making a return or exchange, please call our toll-free number 1-800-959-5931 or email paintbox@roswellpark.org.
The Paint Box website shows that you are out of stock on a particular item. Will there be more of this item available?
If we are out of stock on a particular item online, please feel free to contact a customer service representative at 1-800-959-5931 to see if there is more of the item available at the Roswell Park Gift Shop. The customer service representative will write a Memo to a Paint Box representative who will let you know about any available inventory within 48 hours. From there, you will have the option of picking up and paying for the item at the Roswell Park Gift Shop. Shipping from the Roswell Park Gift Shop is available only by special request on qualifying orders.
If we are out of stock both online and in the Roswell Park Gift Shop, we apologize, but we are completely out of stock on that item and it will not be back in stock this holiday season. In some cases, items will be back in stock for the Valentine's Day holiday, but this is the soonest we will be able to reorder any additional items.
Sales Locations Answers
Where can I go to purchase items from The Paint Box Project in person?
To find a retail location nearest you, please visit our Retail Locations page. Please note that our Wegmans and Tops locations carry only holiday card packs. All items including holiday cards, gifts and chocolates can be purchased in person at the Roswell Park Gift Shop.
Additional Retail Location Note – No Mall Sales in 2009
The Paint Box Project has discontinued mall sales for the 2009 holiday season. We apologize for any inconvenience, and are happy to help you if you are a first-year online customer. Simply call 1-800-959-5931 for professional customer service support.
Can my business, organization or school schedule a community sale at our location?
Please contact Alicia Becker at (716) 845-8119 to discuss community sale opportunities.
Additional School Sales Note – No School Sell Sheet Program in 2009
The Paint Box Project has discontinued its School Sell Sheet program for the 2009 holiday season. If your school would like to host a one-day sale, you may contact Alicia Becker at (716) 845-8119.
Shipping Answers
How can I rush the shipment of my order?
To make a request for rushed shipping, please select a service other than UPS Ground when placing your order.
If your order is already placed and you'd like to rush your shipment, please call 1-800-959-5931 and a customer service representative will file a request for rushed shipping. Please allow 48 hours from the time you place your call to receive confirmation on rushed shipment requests placed after an order has been placed. Please note that you may incur additional charges for rushed shipping if requested after your order has been placed.
I only received part of my order. When will the rest arrive?
Please be aware that we have two fulfillment locations: 1) Choco-Logo: from where all chocolate products ship 2) The Zenger Group: from where all holiday cards and all other gift items ship. So, if you have placed an order for a chocolate item and a pack of cards, for example, your order will arrive in two separate shipments.
If it's been more than a week since your first shipment arrived and you are still waiting for the rest of your order, please contact a customer service representative at 1-800-959-5931. Once you report your incomplete order, please allow 48 hours for follow up from a Paint Box staff member on the status of the remainder of your order.
I'd like to place my order now, but have it shipped to my friend or family member closer to the holidays. Is this possible?
Yes! All you have to do is select your ship date when you go through the order process and we will ship your gift on the date you specify. Please take shipping transit time into consideration. Also, please remember that there will be a hold put on your credit card for the amount of your order. The charge will fully go through once the order has been shipped. We also encourage you to take advantage of our Gift Message field in the order form. This Gift Message will appear on the Packing Slip that will go with your order.
How much does shipping cost?
We are able to offer you free shipping on your orders of $50 or more. This special promotion has been made possible by underwriting from Azerty, a division of United Stationers Supply Co.
Volunteer Answers
I'd like to sign up to be a volunteer for The Paint Box Project. How can I do so?
To find out how you can volunteer for The Paint Box Project, please visit the Volunteer section of our website. We continually accept new volunteers to help with Packaging & Shipping and general Office Support. We are also in need of volunteers to join our holiday season Adopt-a-Retail-Location team. If you have an idea for a specific way a group of people from your place of employment, organization, place or worship, etc. would like to help, please contact Alicia Becker at (716) 845-8119. |
