Frequently Asked Question
Your Account
- Do I need to create an account on the website to be able to order online?
Yes. If you don't already have an account, you will set one up as part of the checkout process.
- How do I set up an account?
When placing an order online, you will be prompted to set up your account information and a password at the end of the ordering process. We do not store your passwords; online account and passwords are for customer convenience only. If you do not remember your password on a repeat order, you may set up a new one by clicking on the "Forgot Password?" link.
- What information is kept with my username and password?
With your online account, your ship-to and bill-to addresses will appear automatically when you log in. The bill-to information will need to match the address on the credit card you use to check out.
- How do I reset my password?
If you know your password and want to reset it, log in to your account, click on the body icon in the upper right corner of the screen, then click on Account Settings. Once there you can update your password or other account information.
- What if I forgot my password?
If you forgot your password, click on the "Forgot Your Password?" link. Enter the appropriate email address in the box on the next screen and select "Reset Password". An email will be sent to that address allowing you to reset your password for that account. If you need help updating your account info, please call us at 877-761-5933 and we will be happy to assist you.
- Can you see what is in my cart?
We are not able to see your order before it is placed as your online log-in information is private to your business. If you would like to review the order with us before you place it, please call us at 877-761-5933 to talk personally with a member of our sales team.
Ordering Online
- How do I find a specific item?
You can do a site search for any product name in the search bar at the upper right-hand corner of every page on this website. All items that include the word you typed will show on screen. You can click on the images that appear and you’ll be sent to the product page.
- Is the Positive Impressions full catalog available online?
Yes! Click on the "Digital Catalog" link in the top menu bar to go to our full, interactive catalog. Clicking on an image will take you to the ordering page for that item.
- Do you offer specials or discounts?
We offer quantity discount pricing, monthly specials and free shipping for all online orders over $250.
- Can I view my order history?
You can view your ONLINE order history as of the date you created your online account. For orders placed via phone, please call 877-761-5933 and speak to a customer service representative.
- How do I reorder?
If you wish to reorder items online, simply log in to your account, select Order History and check the box(es) of the item(s) you wish to reorder. If there isn't a check box, the item may no longer be available.
- Can I receive product samples?
Please call 1-877-761-5933 to speak to a member of our sales team about product samples.
- I'm from Canada - can I order online?
At this time, we are unable to take orders from Canada online. Please call us at 1-877-761-5933 and a member of our team will be happy to take your order!
Payments and Credit Cards
- What credit cards do you accept?
Visa, MasterCard, American Express, and Discover.
- Do you automatically bill my credit card when ordering online?
Online orders are automatically applied to the credit card number you provide. If you are placing your order over the phone with a member of our sales team, we do not bill your credit card without your consent, and you may request to be invoiced for the order.
- Why won’t my payment process at checkout?
The “Bill To” address must match the address on the credit card you are using. If the message “Incorrect Address” appears when you attempt to check out, this means that the address provided does not match the billing address of cardholder. (The Address Verification System, or AVS, is a credit card fraud prevention mechanism to help protect you, the customer.) Please confirm that the address for the credit card you are using matches the address in the “Bill To” section of the order.
- Do you charge sales tax?
Sales tax will be collected where required according to state laws. If your business has tax-exempt status, please contact us at 877-761-5933. You will be asked to provide us with a copy of your tax-exempt certificate. Once that is in place, you will be able to order online with tax-exempt status.
- Can I be billed for my online order instead of paying with a credit card?
All online orders must be paid for by credit card at the time of ordering. If you prefer to be invoiced, please call us at 877-761-5933 and a member of our sales team will be happy to help you.
- I received an invoice in the mail or by email. Can I pay that invoice online?
At this time, you cannot pay outstanding invoices online as our system is not set up to allow for deferred billing. To pay an invoice you received, please call us at 877-761-5933 and a member of our sales team will be happy to take your credit card information over the phone, or you can mail a check to Positive Impressions LLC, 805 Red Iron Road, Black River Falls, WI 54615.
Personalized and Custom Orders
- Can I order personalized products imprinted with my practice name and/or address?
Yes! All of our products that can be personalized will have a text box appear when you are on that product page. Enter the information you would like on the product. We will call if we have any questions and will follow up with a proof for you to review and approve prior to printing.
- Can I order products customized with my clinic’s logo?
Yes! Please call us directly at 877-761-5933 and we will work with you to develop the personalization you desire and obtain a high- resolution image of your logo. Our goal is to ensure that you are completely satisfied with your artwork!
- What file format does my logo need to be in?
The preferred file type for logos is high resolution vector art: .ai, PDF or .EPS (We accept high-resolution .tif, .png or .jpeg file formats.) Files should be sent in high-resolution 300 dpi. Additional fees will occur if low-resolution files are submitted, and art must be redrawn. For additional information on custom/logo products, please visit the Custom Products tab on the left side of the website.
- Will I see a proof of my personalized or custom order?
Yes, we will always email a proof to you for review and approval. Nothing will be printed without your complete satisfaction and approval!
- Will I be charged custom setup on each item?
Due to the variety of printing processes used with our products, custom setup costs vary among items. Please call us at 877-761-5933 and we will be happy to assist you with your order. Your satisfaction is our goal!
Shipping
- When will my order be shipped?
Non-personalized orders with destinations within the 48 contiguous states that are received by 3:00 P.M. CST will be shipped the same day via UPS Ground or USPS. Shipping times for personalized orders are listed in the product descriptions. If your order contains personalized products it may ship in multiple shipments. Expedited shipping may be available upon request.
- How do you ship?
We ship via UPS Ground and USPS Priority Mail within the United States.
- When will I receive my order?
Our products are shipped via UPS Ground Delivery unless an alternative shipping method is selected.
- In a rush?
Contact us at 877-761-5933 between the hours of 8:00 AM and 5:00 PM Central Standard Time. We offer a number of alternatives including overnight, two-day delivery, and international delivery.
- How are my shipping costs determined?
Shipping costs are based on the order weight and shipping destination. After entering your business information, you’ll be able to calculate real- time shipping estimates via UPS.
- Can I track my order?
Absolutely! You can login to your Positive Impressions online account any time to check the status of all orders placed online. You will also receive a confirmation e-mail with the UPS tracking code once your product has been shipped. If you called in your order, please call 1-877-671-5933 and we will be happy to assist you in tracking your order.
- What is your return policy?
Should you need to return a product, call one of our customer service representatives. Authorized returns will be credited, replaced or refunded for the full amount (excluding shipping charges unless damaged or defective) if the items are unopened and returned within 30 days of receipt. Opened items or those returned after 30 days may be subject to a restocking fee dependent on the condition and salability of the product. Personalized or special ordered products are not eligible for returns.