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Customer Service

 

We accept:

Please note that credit card charges will appear on your statement as “Brand Fuel, Inc.”

Pending Charges and Authorization Holds

If you choose to pay via credit card, the charge that appears on your credit card statement will show Brand Fuel.  This is because your financial institution places a temporary authorization on your account to ensure funds will be available when the order is finalized.

This pending charge is an initial hold that temporarily lowers your available balance. Your account is not actually billed until the order ships, so if the order is not approved, cancelled, or does not ship, the hold will automatically expire in accordance to the timeframe set by your financial institution and no action is required on your part.

Credit Card Authorization Holds:

  • An authorization hold will be placed on your credit or debit card each time an order is placed to confirm the card is valid. The hold will be released within 3-5 days of the transaction in accordance with your financial institution’s policy; the charge will appear after the order ships or within 30 days.
  • For cancelled orders, authorizations may take 3 to 5 days to be voided. The length of the hold is determined by the bank or other financial institution that issued your card. You will not be charged for rejected or cancelled orders.
  • For additional questions, please contact your financial institution or card provider.

 

Shipping Policy

All shipments are processed via USPS or FedEx.

Shipping and handling charges are estimated at checkout, and will be finalized upon receipt of goods. Please note individual item production times may vary, see item description for additional information. Prices are stated in US dollars. To view your shipping amount; add all items to your cart, and select shipping method. If you have other shipping needs please contact us by phone at 1-800-319-6778 or email customer service.

 

Return / Refund Policy

Brand Fuel is committed to unparalleled service and quality products. If you are not completely satisfied with your order, we will gladly accept your return and provide a full refund.

You may return unwashed, unworn and unused merchandise within 30 days of the receipt of your purchase for a full refund of the purchase price, minus shipping and handling. Exchanges can be made for in-stock merchandise. Please note that exchange orders will be shipped at the customer’s expense. Call our Customer Service at 1-800-319-6778 or email customerservice@brandfuel.freshdesk.com within 30 days of the receipt of your purchase. A return authorization number (RA#) will be assigned to your order. The RA# is required for your full refund. 

When packing your return item, indicate the reason for your return, include the packing slip with your return, and wrap the package and contents securely. If you do not have your packing slip, please indicate the order number or the e-mail address and name of the person who purchased the order, along with the reason for your return on a separate piece of paper.

If you received damaged or defective merchandise, please contact us by phone at 1-800-319-6778 or email customer service immediately! We will ship the damaged merchandise back at our expense. We will replace the item or issue a full refund after we receive the damaged/defective product. You will not be charged any additional shipping or handling fees for replacement. This must be done within 10 working days of receipt of your order.

In the unlikely event that your order does not arrive to its destination, please contact Brand Fuel Customer Service at 1-800-319-6778, or email customer service immediately and within 30 days of your purchase. At that time, we will initiate an investigation, and either refund or replace your order. We are unable to offer refunds or reshipments after 30 days due to carrier policies.

 

Privacy Policy

Brand Fuel wants you to be aware of what we do with the personal information that we gather when you visit our sites. More specifically, we want you to know what we don't do with that information. When you purchase a product from our site we capture your credit card number (see our security policy for details), email address, and other information. This information is extremely important - it is what helps us process your order and contact you in the event there is a problem. When you visit Brand Fuel storefronts, our server automatically gathers information such as the name of the site from which you came, your domain name, and what pages you have visited within our site. This information helps us provide a better experience for all our visitors. This data is never shared with third parties, unless you have granted permission or under special circumstances where it is required by law. We give you the option to register to receive more information from us from time to time via email or other channels. This registration is completely voluntary, and you can always unsubscribe from the service at any time. Brand Fuel promises never to misuse your personal information. If you have questions regarding this policy, please feel free to contact customer service or 1-800-319-6778.

 

Security Policy

Security:

Orders are placed using industry standard 128bit SSL (Secure Socket Layer) encryption to ensure a safe and secure shopping experience (Supported by all major browsers, including Internet Explorer, Opera, Mozilla Firefox, and Safari).

Brand Fuel utilizes AES (Advanced Encryption Standard) for encryption tasks. More information can be found at:http://en.wikipedia.org/wiki/Advanced_Encryption_Standard and http://csrc.nist.gov/CryptoToolkit/aes/aesfact.html.

Storage and Processing:

Credit Cards are handled using a gateway. Credit cards entered into the store with a gateway are not stored on the store or on Brand Fuel’s servers; instead they are sent to a third party payment processor, Authorize.net, using a 128bit SSL encryption. Only the last four digits of the user’s credit card are stored within the system.

PCI Compliance:

PCI DSS stands for Payment Card Industry (PCI) Data Security Standard (DSS). It was developed by the major credit card companies as a guideline to help organizations that process card payments to prevent credit card fraud, hacking, and various other security issues. A company processing, storing, or transmitting credit card numbers must be PCI DSS compliant or they risk losing the ability to process credit card payments.

If you voluntarily register to receive more information from us from time to time via email or other channels, you may unsubscribe from the service at any time.

Brand Fuel promises never to misuse your personal information. If you have questions regarding this policy, please feel free to email customer service or call toll-free: 1-800-319-6778. 

 

Terms of Use

Your use of Brand Fuel's Operation Smile store website, including the services provided on this website, signifies your agreement to follow and be bound by these terms and conditions. Brand Fuel reserves the right to discontinue providing any of the services available on the Operation Smile store website, to make changes or updates to such website, or to the products or programs described in such website, or to these terms and conditions at any time without further notice. Your continued use of the Brand Fuel Operation Smile store website following such changes signifies your acceptance of the revised terms and conditions.

Brand Fuel is not responsible or liable for any loss or damage that may occur as a result of someone else using your password or account, either with or without your knowledge. EXCEPT WHERE EXPRESSLY PROVIDED OTHERWISE IN AN AGREEMENT BETWEEN YOU AND BRAND FUEL, ALL INFORMATION, PRODUCTS AND SERVICES ARE PROVIDED "AS IS" WITHOUT WARRANTY OF ANY KIND INCLUDING WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE AND NON-INFRINGEMENT. IN NO EVENT SHALL BRAND FUEL BE LIABLE FOR ANY DIRECT, INDIRECT, INCIDENTAL, SPECIAL OR CONSEQUENTIAL DAMAGES, OR DAMAGES FOR LOSS OF PROFITS, REVENUE, DATA OR USE, INCURRED BY YOU OR ANY THIRD PARTY, WHETHER IN AN ACTION IN CONTRACT OR TORT, ARISING FROM YOUR ACCESS TO, OR USE OF, THIS WEBSITE, OR THE SERVICES PROVIDED ON THIS WEBSITE.

All matters relating to your access to, or use of, the Brand Fuel Operation Smile store website shall be governed by U.S. federal law or the laws of the State of North Carolina. You may not access, download, use or export the information, software, products or services contained on this website in violation of U.S. export laws or regulations, or in violation of any applicable local laws or regulations. You agree to indemnify and hold Brand Fuel and its affiliated companies harmless for any and all claims or demands, including reasonable attorneys' fees, that arise from or otherwise relate to your use of the Operation Smile store website (including the services provided on this website), or your violation of these Terms or the rights of another.