Frequently Asked Questions
General Questions
Do you have a minimum order?
Not for US orders. We have a US$50.00 minimum for International orders, but there is no minimum for US orders.
What forms of payment do you accept?
Extreme Glow accepts the following kinds of payment:
- Online: Credit Card (Visa, Master Card, Discover, or American Express) or PayPal. If you have only an International Credit Card (not issued in the US), PayPal payment is preferred.
- Call in: In addition to the credit cards mentioned and PayPal, we also allow customers to pay via Money Order or Purchase Order. Money Orders must be received prior to shipping your goods. Send payment to: Extreme Glow, Attn: Order Desk, 229 E. Franklin St, Tupelo, MS 38804. Purchase Orders must be issued by Federal or Local Government Agencies (including Schools and School Districts). Extreme Glow must receive a signed and authorized Purchase Order by email, sent to info@extremeglow.com.
- We also accept Bank-to-Bank Wire Transfers on a limited basis for orders in excess of $500.00. Please call for more details.
We do not accept the following forms of payment: checks by phone, personal checks, COD, or terms to non-governmental entities.
How quickly will I receive my order?
Please review our Shipping information for transit times. All orders – online or call-in – received before 3:30pm Central Time (M-F) will be processed that business day. Exceptions to this policy will be made for stock issues, incorrect shipping addresses, or suspicious card activity alerts. Extreme Glow will attempt to contact our customers via phone and/or email should your order not be processed as promised. We do not process or ship orders on Saturday or Sunday, and weekends are not considered when factoring delivery times. Extreme Glow does not process orders over holiday breaks. Call or email for more information. We do not guarantee delivery times on any online purchase – guarantees can only be made by Extreme Glow authorized personnel and only over the phone at 662-841-5644.
If you place an order with product that is not in stock, we will hold the entire order until all of the product is in stock. If something is out of stock, we will note the estimated shipping date for the order. If that date will not work for you, do not order the product that is out of stock.
How can I track my order's progress?
If you have placed your order online, Extreme Glow will automatically confirm your purchase with a receipt sent to the email address entered during checkout – this is your order confirmation. Your receipt will not allow you to track your package; tracking information for your order will be sent from the shipping service you've selected, generally by 6 pm CST each business day. Please contact us if you have not received your tracking number via email after the first full business day of processing (check your spam folder first).
Do you offer “wholesale” pricing to stores or Ad Specialties companies?
The pricing shown on our website is wholesale pricing. While we do allow some of our items to be purchased in non-bulk single form, our expectation is that customers are purchasing goods with the intention of reselling them. Should you require a larger quantity of goods than the largest price break, please call or email to receive discount information, when available.
I've placed my order. Can I add items after confirmation of the purchase?
There is a small window and minimum requirement if you would like to add items to your order once we have received it. Packages are generally processed, packed, and ready to ship within an hour. The best solution is to call a sales representative at 662-841-5644 to ask about adding product to your order. Please note that due to credit card processing fees we require a $10.00 minimum for product additions.
Can I cancel my order at any time?
If your order has not shipped from our warehouse, you may cancel the order. If the order has been picked up, you must follow standard procedure for a returned package.
Does Extreme Glow have a Catalog?
We do not have a catalog. Our product offering changes so frequently and we're constantly adding new offerings that a catalog would be out of date by the time it came back from the publishers! We can offer price lists if you need a hard copy for your school or organization – call us at 662-841-5644 to inquire.
Ordering and Shipping Questions
Can I estimate shipping costs before checkout?
Yes. Extreme Glow makes it quick and easy to estimate shipping at any time in the order process. Simply add items to your cart, then fill in your shipping zip code in the appropriate field. The shipping costs will continue to update as you add items to your cart.
Do I need an account to order/calculate shipping costs?
No. Simply choose the option of ordering without an account. The account feature promotes checkout efficiency and speeds up your order process. We highly recommend that regular customers create an account.
Can I upgrade my shipping and get my order quickly?
Yes. Our online shopping cart provides you with all of the options required for Standard Ground and expedited shipping services. Standard UPS shipping services reach a large part of the contiguous US within 2-3 business days.
Can I reroute or speed up my package once it has left your facility?
Once the package has left our facility shipping cannot be expedited. We are able to amend the shipping address; however, you should expect delayed shipping times and additional costs to be associated with this procedure (generally the freight companies will charge between $10 and $15 to process this request).
Do you ship to PO Boxes?
Yes. US Priority Mail is an option for all USA customers. You cannot ship UPS shipments to PO Boxes.
Do you ship to Alaska or Hawaii?
Yes. We have many customers located in both Alaska and Hawaii. We offer your choice of USPS Priority Mail (expect 3-5 days, not guaranteed) or UPS 2 Day air.
Do you ship to international destinations outside of the US?
As of January 2024 we only ship to the US and Canada. See our Shipping & Returns page for details on our Canada ordering process.
What kind of guarantee do you offer for timely delivery?
All orders – online or call-in – received before 3:30pm Central Time (M-F) will be processed that business day. Should you experience delays in delivery, damaged goods, or a lost package with UPS, we are happy to file a complaint on your behalf and work towards providing proper compensation for your merchandise. We do not insure nor compensate for losses when shipping USPS.
Returns, Exchanges, and Defects Questions
Do you accept returns?
Yes. To return or exchange any product, you must call 662-841-5644 or email info@extremeglow.com to obtain a Return Merchandise Authorization Number (RMA #). We charge a 15% Restocking Fee; exchanges are subject to a 10% fee. Shipping costs are not included in these fees. Close out items may not be returned – all sales are final. Custom orders may not be returned or exchanged.
Returns and exchanges must follow these criteria:
- Product must be unopened and returned in condition suitable for resale.
- Product used for display purposes is not considered defective.
- Product that has been sold and gets broken after the sale is not considered defective.
- We cannot accept returns or exchanges 1 month after receipt of your order.
- Extreme Glow does not sell merchandise on approval.
- Initial shipping costs are not refundable, and customers are responsible for return shipping.
- If you selected our free shipping option, those costs will be deducted from your refund.
- We highly recommend insurance be purchased with any return shipment.
How do you handle shortages and defective items?
Shortages: Any order which is shipped incomplete will be completed by Extreme Glow – we will either ship the missing items at no additional shipping charge or provide credit for the missing items. Notification of shortages must be made within 3 days of receipt of merchandise.
Defects: If any merchandise is defective, Extreme Glow will resolve the problem. We strongly encourage you purchase enough goods to allow for some defective or damaged product (we recommend +5%). Defective merchandise that totals less than $10.00 will be refunded to your card or PayPal account rather than reshipped. Defects will not be honored after 30 days from receipt of merchandise. Returns received without first getting a Return Authorization number will be refused.
How do you handle damaged packages or broken merchandise?
If you receive a visibly damaged package, please contact us ASAP so that we can file a claim with the carrier. Failure to file a claim in a timely fashion could result in a disallowed claim.
What is your policy on Close-Out Items?
We do not accept returns or claims on Close-Out Items. Please choose carefully and read all descriptions associated with the product before purchasing. No credits will be offered for defective product on the Close-Out page.
Other Miscellaneous Questions
Does anyone at Extreme Glow speak Spanish?
Unfortunately we do not. However, you may email requests in any language and we will reply quickly via our translation service.
I have a UPS number. Can I use it for shipping costs?
We do not have the ability to accept shipping numbers online, however we can accept your shipper's number on certain call-in orders (662-841-5644). We can only ship goods to the location attached to the shipping number. Wholesale members must call or email with order requests to use your shipping account.
Will you price match with your competition?
Unfortunately we cannot. However, our delivered price tends to be highly competitive, if not superior once all factors are considered.
Could you explain the quantity pricing?
Extreme Glow sells most items as individual units – a quantity of "1" is a single unit. There are exceptions, especially with our glow bracelets and glow necklaces ("1" may be a pack or tube of 50). These exceptions will be noted in our product description.