Frequently Asked Questions
When will my order be shipped?
When will my order be shipped?
Orders placed by 5pm EST will ship within 2 business days.
Where is my order being shipped from?
Where is my order being shipped from?
All of our orders are shipped from our warehouse in Richmond, Virginia.
How do I exchange or return an item?
How do I exchange or return an item?
We are happy to accept returns within 14 days, as long as the items are in unused condition. Please email customerservice@brandito.net and reference your order number to initiate the return process. You will be responsible for return shipping fees. Product refunds will be issued once your return is received by our warehouse.
How do I cancel my order?
How do I cancel my order?
If you would like to cancel your order please email us at customerservice@brandito.net and include your order number. We will make every attempt to cancel your order depending on where it is in the ordering process. Please have your order number available when you get in touch.
My item is damaged/has a defect. What should I do?
My item is damaged/has a defect. What should I do?
All merchandise is guaranteed for workmanship and quality for 90 days from date of purchase. If for any reason you are not satisfied, email us at customerservice@brandito.net and we will arrange a refund/replacement for faulty goods. If you could include your order number, a brief description of the fault and a digital photo of any visible issues when getting in touch, it will help us to resolve the problem as quickly as possible.
What if my package is lost or stolen?
What if my package is lost or stolen?
Encore and BRANDITO will not be responsible for costs due to theft or lost packages once confirmed delivery has been made.
When will I receive confirmation from my order?
When will I receive confirmation from my order?
If you provided an email address a confirmation will be emailed to you within 15 minutes of placing your order.
How do I find out the status of my order and tracking information?
How do I find out the status of my order and tracking information?
Order status and tracking information can be found by viewing your Order History then clicking on the order number. Shipment notifications will be sent once the order has shipped, after which time you may be contacted by the carrier with shipment updates. Please note we can only provide shipping status of items that we stock and ship from one of our warehouse locations.
I'm a Field Employee. Where do I find my credit balance?
I'm a Field Employee. Where do I find my credit balance?
If you are a Field Employee, you can find your credit balance in your Account Profile. Once you log in, you should be immediately taken to your credit balance. If you do not see it, click on "My Account" located in the upper right-hand corder of the page. You balance will be shown under "Orders."
I'm an Office Employee, and I do not see a credit balance. Why?
I'm an Office Employee, and I do not see a credit balance. Why?
Our Field Employees are required for wear Encore Branded Apparel, so they are provided credits to purchase those. As an office employee, while we love to see you in Encore Apparel, it is not required. Please reach out to your manager if you are interested in merchandise.