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Mobil - FAQ

Shipping information
We will make every effort to have orders ship within 2 business days of an order being placed. This timeframe may be subject to change if there are stock shortages or if other arrangements have been made. Orders placed after 12 p.m. MST are processed the next business day. Orders ship via UPS. BrandAlliance can also add your Purolator account to your shipping options upon request. Orders are also available for pickup in Calgary, Alberta. Orders will not be shipped until your payment method is confirmed and approved.



How do I get an invoice?
An invoice will be emailed to you after your order has been processed and shipped out from the warehouse



How do I pay for my order?
All personal purchases online must be paid for by credit card. VISA, Mastercard and AMEX are accepted. If you wish to pay with a personal cheque, please call BrandAllianceTM at 1.833.861.3130 to place your order. We will process your payment before shipping your order. IOL purchases can be made by purchase order. All corporate purchase orders will be confirmed and approved before shipment is made.



Am I able to pay via PO if I do not work at an Imperial Oil or ExxonMobil Company?
Payment via PO is possible if you do not work at an Imperial Oil or ExxonMobil company; however, a credit application will be required. Please note all new clients are required to provide a 50% deposit on their first order. Payment terms may be extended based on strong payment history. Contact mobilstore@brandalliance.com for more information.



How do I know that you have received my order?
You will know that your order has been sent and received at our warehouse when you see the Order Confirmation page on your web browser. This screen will issue an Order Number and provide a summary of the order you placed. It is a good idea to print a copy of this screen for your records. You will also receive an order confirmation via email when your order is placed and when your order is shipped.



Why is there a $6.99 handling fee on my bill?
The $6.99 handling fee is incurred when Sell Sheets and/or Folders are ordered. The item description will alert you if a handling fee can be expected. The fee is only applied once per order.



How will I know that my order has been shipped?
You will receive a shipment confirmation e-mail the same day that we ship your order. In this e-mail, there will be a tracking number link for you to check the status of your shipment while it is in transit to your location.



The product I've received is not what I ordered or expected. What do I do?
Returned product will not be accepted without a Return Authorization Number. Email mobilstore@brandalliance.com and provide the following information: order number, products being returned and why. When the information has been received, a Return Authorization Number (RA#) will be issued by one of our Customer Service Representatives. This RA# must be included on your returned shipment. If the product is defective or sent to you in error, BrandAllianceTM will cover all costs associated with the exchange and no additional fees will be charged to the customer. You will be responsible for shipping product that is being returned for reasons other than defective product or product shipped in error.



Who do I contact for returns or exchanges?
Please feel free to contact Customer service at mobilstore@brandalliance.com with any questions.



Where can I find more tank labels and other adhesive labels for distributors?
For additional labels please visit http://www.imperialtags.com/. Please email mobilstore@brandalliance.com if you need the user name and password.




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