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Frequently Asked Questions

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  • Can I make changes to or cancel my order?

    In order to keep costs to a minimum and pass along those savings to you with our low prices, our system is set up to automatically process your order as soon as it is placed. Therefore, we cannot make any changes or cancel your order after it has been submitted. Please verify all the information on the checkout page including your personalization, quantities, ship-to address, and special promotions prior to submitting your order. We apologize for any inconvenience and hope you understand our goal is to keep our costs low and processing times fast.

    Can I rush production?

    Unfortunately, we are not able to rush production times or ship dates. If you need your items in a hurry, you can upgrade your order to 2-day express or next day delivery. This will shorten the amount of time the package is in transit after it leaves our facility and will arrive to you quicker.

    Will I have to pay tax on my order?

    We will only add tax to your order if your order is shipped to Indiana, New Jersey or South Dakota. The tax will automatically be added to your order total during the checkout process. If your order is shipped to any other state, no tax will be charged.

    If your organization is exempt from your state's sales tax, please fax a properly completed sales tax exemption to 260-723-4431. Once received, we will remove sales tax from your order and/or mark your account as tax exempt.

    If you are not tax exempt in one of the 44 states that collects sales tax (Alaska, Delaware, Hawaii, Montana, New Hampshire, and Oregon do not have consumer-level sales taxes) you may be required by the state department of revenue to file and pay a use tax. For more information, please contact your state and/or local government.

    Do you accept international payments through PayPal?

    We accept PayPal payments from the US. We do not accept payments from other countries.

    Can I mail my order with a check?

    Yes, please download the order form and mail us your completed form with a check.

    Can I get a price quote for my order?

    Yes. The process is simple. Add items to your cart as if you were placing an order, then go through the checkout process. Log in to your account or create a new account and choose Quote for your payment method. You will receive a quote order number that can be used to access, edit, and/or convert your quote into an order. The quote number is valid for 15 days.

    To convert your quote into an order, choose one of our three convenient options.

    OPTION 1 - Pay online with credit card:

    • Log in and go to My Account.
    • Under My Quotes, choose your quote order and reload your quote. This will put your order back into your shopping cart.
    • Simply check out again but enter your credit card as payment.

    OPTION 2 - Pay through fax or mail with a purchase order:

    • Fax or mail us a printout of your quote along with a signed purchase order.
    • Make sure you include your quote number, a signature from a principal or bookkeeper, and the correct order amount including appropriate shipping on your purchase order.
    • Our fax number is 1-260-723-4431 and our address is below.

    OPTION 3 - Pay through mail with a check:

    • Mail your quote with your check in full (including appropriate shipping).
    • Our mailing address is:
      Spiritline
      P.O. Box 305
      South Whitley, IN 46787-0305

    • When using UPS or FedEx please use:
      Spiritline
      101 East Carroll Road
      South Whitley, IN 46787
  • What are your shipping costs?

    We offer multiple shipping options. Please visit our Shipping Information page for details.

    When will I receive my order?

    Most orders with standard ground shipping will arrive approximately 5-7 business days after placing your order. We also offer expedited shipping for faster delivery. Personalized products require varying production times, so please add the number of production days listed in the product description to your shipping time.

    Do you ship internationally?

    Yes, we offer international shipping options. For information and costs for international shipping, please refer to our Shipping Information page.

    What is a Shipping Surcharge?

    Because some large items are shipped in over-sized packaging, these items have a shipping surcharge. The surcharge is in addition to the regular shipping and handling charges and the cost will be applied at checkout. The price will appear individually by each item and is included in the total for "Shipping and Handling". Surcharges vary by item.
  • How much time does it take for personalized items to arrive?

    Custom production times vary depending on the product, with most products shipping in 24 hours! Please consult the item description for more detailed information. If you use standard ground shipping, add an additional 2-5 business days to the production time for an approximate delivery date.

    What are your photo requirements?

    When adding the item to your shopping cart you will be prompted to upload your photo. We accept these types of images: JPG, PNG, GIF and BMP. The quality of your product starts with your image and the production time for your product cannot start until an acceptable image has been received.

    Image Requirements

    • Cameras should be 5 mega pixels or higher.
    • Photo file should be between 1 and 8 MB.
    • We accept images with the following file types: JPG, PNG, GIF, and BMP.
    • When supplying files from your digital camera, send the original file size (or largest file size) to ensure your picture has the best possible print quality.
    • When using a scanner to send us a file of your photo, a resolution of 300 DPI (dots per inch) or higher is preferred.
    • Close-ups and high quality images with bright colors will produce the best results.
    • We will not do any photo retouching or color correction.
    • We cannot reproduce copyrighted, registered, trademarked, or professional photos and images (unless a copyright release is submitted with a photographer, studio or artist's signature).
    • We reserve the right to refuse any objectionable material. We will not reproduce materials that are deemed to be offensive or obscene.

    Troubleshooting

    • Has your image been forwarded via email? Every time an image is forwarded the size of the image is decreased. Example: An image forwarded using a widely used email provider is reduced 50% in size the very first time it is forwarded.
    • How do you get an electronic image from an old photo? Visit your local print shop or photo processing center and ask them to scan your photo and save it on a CD. We recommended that you request a minimum of 300 DPI. The large the file size the better.
    • How do you tell what your image's pixel width and height are? Open your image. Place your mouse pointer on the image and right click. Select properties. The pixel width and height can be found under dimensions.
    • How do you tell what file type your image is? Open your image. Place your mouse pointer on the image and right click. Select properties. The file type will be listed under type

    If I see a $0 price on your site, does that mean the product is free?

    At SpiritLine, we strive to offer the most current technology, the most popular products, and the best pricing. Doing this requires frequent changes and upgrades to our website. During these changes we sometimes experiences technical difficulties with our products and/or pricing. Please be patient with these changes and e-mail or call our customer service department (csr@spiritline.com or 1-800-527-4499) with any pricing or product problems that you may find including products offered for $0. Even though you may see the product at this incorrect price, we are not able to sell any of our products for $0.

    Will my chocolate products melt during shipping?

    We want your chocolate to arrive in the best condition. We only ship our chocolate on Monday, Tuesday or Wednesday.

    Please provide a ship-to address where someone will be able to care for your chocolate immediately upon arrival. If you will not be home, possibly your workplace, a friend or neighbor.

    When necessary, we will use insulated cooler packaging at no additional cost to you.

  • What is your return policy?

    To ensure proper credit, fill out the return form and enclose it with the items you are returning. All merchandise must be returned within 45 days of receipt. Only unused items with unbroken seals and packaging may be returned. We will credit your original method of payment, excluding delivery charges. For returns originating outside of the U.S., please mark on the box "U.S."

    Products that cannot be returned include:
    • Personalized products that have been custom printed and/or cut.
    • Worn apparel such as hats, tiaras and costumes are prohibited by health regulations.
    • Food items are prohibited by health regulations.

    Should I return glassware that arrived broken?

    At SpiritLine we offer a variety of quality glassware styles at various price ranges. (We carefully handle and pack each glass to prevent possible breakage.) Sometimes breakage occurs due to the fragile nature of the product and freight handling. We include extra glass(es), free of charge, in each shipment to cover potential breakage.

    Please do not ship broken glassware back to our warehouse. Contact customer service if you do not receive the original number of glasses ordered due to breakage. We will replace the broken pieces or apply a credit for the broken glassware. E-mail us at csr@spiritline.com with specific details regarding broken glassware.

    How long will it take to receive my PayPal refund?

    PayPal refunds typically take 5-7 days from receipt of returned merchandise to process.
  • Will you donate to my non-profit event?

    We're sure you're planning a wonderful event. We would love to help, but we receive hundreds of donation requests every week and, unfortunately, cannot help everyone. We strive to keep our prices as low as possible so everyone can enjoy our products. Please take advantage of one of our current promotional offers shown at the bottom of our website for an additional savings. We do hope that your event is a huge success!

    Is your website secure?

    SpiritLine is very concerned about site security on the Internet today. That is why we have made sure that we have followed and surpassed all industry standards necessary for a secure site. These include encrypting all data that you give us, processing your credit card information in a safe and responsible manner, and not sharing any information that has been given to us by you, our customers. We want you to feel confident when ordering from SpiritLine, and we are doing everything we can to continue to operate a secure site. If you have any other questions concerning site security, please feel free to e-mail us at csr@spiritline.com.

    What is your address?

    Our mailing address is:


    SpiritLine
    PO Box 387 
    South Whitley, IN 46787 
    Phone: 1-800-527-4499
    Fax: 260-723-6976

    Do you have a retail store location?

    Unfortunately we do not have any retail store locations. All orders are placed via the website, phone, mail or fax.

    How do I get a catalog?

    Find the best spirit supplies for team players and fans in a free SpiritLine catalog! Simply call 1-800-527-4499 or email csr@spiritline.com to request your free catalog.

    Where can I obtain a copy of your W-9 Form?

    Download and print a copy of our W-9 Form.