Frequently Asked Questions
How do I become a Relay Batons Dealer?
Please contact [email protected] for more information.
Can I get my photo on the Photos page?
We’d love for you pic to be up there! Tag us on Twitter, Facebook or even email us and you can check out the photos HERE!
Does Relay Batons offer sponsorships?
Of course! Let us know what you’d like sponsored at [email protected]
Help! I’m having trouble placing my order!
If you’re having trouble placing an order, please go back and make sure you’re following all the steps in order.
Pick your baton color of choice, then the font style you like. When choosing the font size, make sure to choose ‘None’ on lines 2, 3, 4, and/or 5 if your design or layout doesn’t require a line 2, 3, 4, or 5. Once the font size options are complete, you’ll then see the cost of the baton with your layout below. Next, enter the text that you want on the baton in the ‘Line 1 Text’, ‘Line 2 Text’ and so on windows. If you have a logo or design you’d like to add to your design, upload it in the ‘Upload Your Own Image’ box. Once complete, click on the ‘Add to cart’ button. Your order now should be in your ‘cart’. To confirm, click on the ‘View Cart’. If you’re still unable to process your order, don’t hesitate calling our Customer Service department at 844.4.Batons.
Can I see a proof before finalizing my order?
Yes, we can send you a .PDF proof of your design.
Why am I having trouble viewing the website?
Our website prefers Internet Explorer versions 7 through 9, Mozilla Firefox versions 3 and 3.5 and Safari. It is allergic to Internet Explorer 6. Please email [email protected] if you see anything weird.
I have a question that is not listed in the FAQ, what do I do?
Please email us at [email protected] We DO NOT answer customer service inquiries through social media such as Twitter and Facebook. Please allow 24-48 BUSINESS hours (not including holidays or weekends) for us to get back to you once you have submitted the email. Note our customer service department is only open from 8am PST – 6pm PST. You will not receive any answers outside of that window.
*We reserve the right to refuse any online orders and remove, amend, or revoke participation in sales, use of discount codes, or promotional offer at any time for any reason without penalty. One discount code / promotional offer per order. No exceptions.
What types of payments do you accept:
We accept Visa, MasterCard and American Express.
Can I change my order once it’s placed?
Once your order has been confirmed, it is not possible for you, or us, to change it prior to dispatch.
I received a message that my order is out of stock. Why did this happen?
Our inventory is synced at intervals throughout the day. If you have placed an order, the inventory may have become out of stock before the inventory is synced with our system and updated on our website. We will provide you with the option of a refund for the item out of stock or you may exchange it for a product of your choice that is of equal or lesser value.
I think I was charged twice, what should I do?
When an order is placed, our system will automatically authorize your card for the amount of your purchase. Sometimes, if there are any technical hiccups in the ordering process (perhaps you entered your billing address wrong and had to re-submit it), our system will authorize your card more than once. These authorizations are only “pending” charges and will not be debited from your account. Expect these “pending” charges to drop off your bill within 2-3 business days. If you still see unaccounted charges on your credit card statement after 2-3 business days, please contact us directly at [email protected]
I get an error message when I try to put in my Billing and/or Shipping Address, what should I do?
If you are receiving an error message, there may be a problem with your credit card information, billing or shipping address. The billing address should match exactly what your bank has on file. Please review all information closely and look for any typos. Also, try re-formatting the names and addresses in your billing information (this often solves the issue).
If you’re still receiving an error message after reviewing your credit card information, billing and shipping address, make sure you’re using the latest version of your web browser. Please only click the “Place Order” button once to avoid multiple authorizations. If you continue to receive error messages, please contact Customer Service at [email protected]
What happens if I have submitted the incorrect address?
If you have submitted an incorrect shipping address, we will reship the items to you if they are mailed back to us as undeliverable. Otherwise, the order will be considered delivered and complete and you will have to make another purchase or file a complaint with the method of shipping service you used. So please double check your shipping address and make sure it is correct before making your purchase.
Should I include my phone number when ordering?
Please ensure that a valid contact telephone number is added to all orders. The carrier needs this in case of any difficulty finding an address. Failure in providing one could result in a severe delay of your delivery.
Does Relay Batons charge in different currencies?
No, these $, €, and ¥ prices are calculated daily from the current exchange rates and are approximate only. The final price is fixed and will be charged in $. The amount on your card statement will be the equivalent amount in your local currency based on the rate applied when your account is debited.
How can I return something?
All purchases through our online store are final. We do not accept returns unless a product has a manufactured flaw upon receipt. Please email us at [email protected] with a photo of the defect for return approval.
Purchases made during any promotional sale are final and cannot be refunded or returned unless there is a manufacturer defect. Should you wish to return an item that is not damaged, you will be responsible for shipping the item back to us and charged a 10% processing and restocking fee.
If I want to return something, how long will it take for my return to be processed?
All returns must be made within 30 days from purchase. No exceptions. Once we have received your return at our warehouse, it should take approximately 7 business days to complete.
Do I have to pay shipping for my return items?
Yes, you will be responsible for getting the item back to us, but if approved, any exchange items will be shipped back to you free of charge.
I received a damaged/defective Item what do I do?
All claims must be made within 30 days from purchase. No exceptions. Please email a photo of the damaged item(s) to customer service at [email protected]
What would be considered a defective Item?
If you feel like you received a defective item, please contact customer service and we will assess the item for any defects.
What if my order is not correct?
Every so often mistakes do happen, but we do our best to fix them and correct any issues you may have. If you have noticed that we have made a mistake with your order, please email us at [email protected] and we will look into it. Please include your order reference at all times when e-mailing customer services.