Has my order shipped?
Orders are shipped as quickly as possible, and in most cases, go out within 1-2 business days after the order is placed. Orders placed after 3 pm will begin to be processed the following business day.
How can I make changes or cancel my order?
An item is missing or damaged in my shipment.
Please first reconfirm the contents of your order by looking at your order confirmation email that we sent out. If you're really missing an item, contact us at firstname.lastname@example.org with your name and order information and we'll work to rectify the issue quickly.
If something in your package is damaged, please contact us at email@example.com and provide images of the item you received.
My order never arrived.
If you think your package has been lost please contact us at firstname.lastname@example.org with your name and order information. Please allow us up to 1-2 business days to investigate with the shipper. Once complete, we will follow up with the next best steps.
My credit card was charged but my order didn’t go through.
Please make sure you’re entering the correct billing address (it should match where your credit card statements go).
If this happens, you will notice it says pending on your statement and it’ll drop off within 1-2 business days. Please note that the charge will not actually go through. Your credit card company does this to let you know someone attempted to use the card.
How do I access my account?
If you have signed up for an account on our website, you can access by clicking here. Just login in with your email and password. If you don’t have an account, you can signup from the same link. At any time, you can access or login to your account by clicking on the account icon in the header of our website.
How can I access my account if I signed up instore?
If you have shopped instore and created an account, you have an account on our website too. To setup a password, the easiest way is to use the forgot your password function. To do that click here and enter the same password that you used to signup instore.
If you have any issues accessing your account or not sure what email you used, please contact us at email@example.com and we will get back to you soon with help.
How can I create an account?
It’s quick an easy to setup an account. Just click here.
Once you have an account, you will automatically be setup in our Orange Rewards program and earn points with every purchase, can see your past orders, track your order, and manage account information such as shipping information.
How do I get Free Shipping?
Orders that are over $49 ship free via UPS ground or USPS priority mail (after discounts having been applied and prior to any applicable sales tax). Exclusions may apply for particular heavy items.
How long does shipping take?
We try to process and ship out orders as quickly as possible. Generally orders can take anywhere from 2 to 5 business days from when order is placed, depending on where located.
Do you ship to my country (internationally)?
Currently we only ship to all 50 states within the United States and overseas to APO/FPO military addresses. We currently do not ship internationally outside of this but it is something we are working on.
If wanting something shipped internationally and would like more information, contact us at firstname.lastname@example.org.
Where does PB Ship from?
Most orders will ship from Carmel, IN. When advantageous, we will ship from a distribution center nearest to you.
How do I earn points?
How do I see how many points I have?
You can see your points by using the points widget at the lower left corner of the website. You’ll just need to log into the website using the email associated with your account and you’ll be able to see your current balance as well as eligible rewards.
If you ever have any questions about your point balance or can’t access, contact us at email@example.com.
How do I use points?
You can redeem points for discounts for purchases on our website by using the widget at the lower left corner of our website. Once you select a redemption, it will automatically apply at checkout. Unfortunately, a points redemption cannot be applied in addition to other coupons or discount codes on the same order.
Instore, just ask us at checkout and we can apply points to your purchase for a discount.
Do my points expire?
No, your points never expire.
Military & First Responders
Do you offer a military or first responder discount?
Yes we do! We offer 10% off every day prices* for military and first responders. To get more information on applying, click here. Thank you for your service!
*Discount not combinable with sales and other promotions.
Do you ship to APOs?
Yes we do! Please just make sure you enter your address correctly as shown in the examples below.
SGT. JOHN SMITH
UNIT 2340 BOX 132
APO AE 09350
I have a question about a product.
We're always happy to help with any product questions you may have! Please feel free to call us at 1-317-569-5368 or email us at firstname.lastname@example.org. We're available via phone Monday-Friday, 10am-6pm EST. Via email, we try to respond within a few hours 7 days a week.
I need other help.
Please feel free to call us at 1-317-569-5368 or email us at email@example.com. We're available via phone Monday-Friday, 10am-6pm EST. Via email, we try to respond within a few hours 7 days a week.