Q: I'm a Team Performance member. How do I get my free shipping upgrade? A: As long as you give us your Team number and your bill to address matches
your membership, you will be automatically upgraded to 2nd Day and you will be charged the Standard Shipping rate. If you would like the checkout to show this upgrade, then enter the Team Performance section of the Web site at any time during your order.
Q: When I'm shopping, I place items in my shopping cart but when I go to checkout, there's nothing there. A: Our Web site uses a cookie to help us track individual user navigation while on the site which helps us keep track of items added and removed from your shopping cart. After you have modified your browser setting to accept cookies, you should be able to add items to your shopping cart and checkout. Here's how to change the settings on some common browsers:
Internet Explorer 4: In the Tools Menu, select Internet Options. Click on the
Advanced tab, and change the setting to Accept all Cookies.
Internet Explorer 5: In the Tools Menu, select Internet Options. Click on the
Security tab, then on the Custom Level Button. Change allow
cookies to Enabled
Netscape: In the Edit Menu, select Preferences. Click on Advanced,
and select Accept all Cookies.
If you'd like to learn more about cookies, CLICK HERE.
Q: I'm a Team Performance member and when I enter my Team number I get the Team page, but when I try any of the links, I go back to the team login page. A: Again, our Web site uses a cookie to remember that you are a team member. If your browser is set not to accept cookies, then the site doesn't know that you are a team member. Change your browser settings to accept cookies and you will be able to access the Team Area.
Q:Why is the checkout asking me for a login and password? A:If you have made an order before on the Web site, then we
will remember your shipping and billing information. You need the
login and password to access this profile. The login
is always your E-mail address, and the password you chose when you
make your first order. If you do not have a login and password, then
simply fill out the information blanks at Step 1 of Checkout and continue with the order.
Q: I forgot my password, how can I find out what it is? A: If you have forgotten the password to your customer profile, go to the
Checkout page, enter your E-mail address
in the blank, click the box below, and we will E-mail it to you.
Q:What's my tracking number? A: Try our Order Status Feature! If your package is shipped via FEDEX, we can provide you this tracking number via an email. Packages shipped via the U.S. Postal Service do not have tracking numbers. You can either call us at 800 727 2433 (9-6 eastern, M-F), or E-mail Customer Service if you did not receive your FEDEX tracking number via email.
Q:How can I check on the status of my Order? A: Try our Order Status Feature! Or..you can find out status information either by calling 800 727 2433 (9-6 eastern, M-F), or E-mailing Customer Service . Order status informtion is not available online at this time.
Q: What are my Shipping Options while Shopping Online? A: U.S. orders are shipped either Ground, 2nd Business Day or Overnight shipping. Shipping charges are based on the dollar amount of your order. Click here to check out the rates.
Q: How do I ship to an International address and how much will it cost? A: Performance does ship to most countries. The cost and shipping times vary depending on the weight of the package, where it is being shipped, and what shipping option you choose.
If shipping to Canada, Canadian Customs will bill you for GST, a processing fee and duty, based on the value of the items in the order. For items shipped FedEx, you will be contacted by FedEx concerning a brokerage fee and collection of GST and duties. If you wish to receive a shipping estimate
before order, please E-mail Customer Service , and let them know the items you are ordering and where you would like the package shipped.
Q: What's the status of my order? A: Try our Order Status Feature! or..if you wish to check to see if your order has shipped, please E-mail Customer Service or call 1-800-727-2433
Q: How do I locate a specific item? A: If you know the name or item # of a product and want to view it without having to browse our OnLine catalog, you may want to use
our "Quick Search" feature. This is located on every page of the OnLine Catalog. You may either type in the item number of the product from the catalog, or the description.
For example, if you are looking for a Giro helmet, you could type in either "Giro", or the specific helmet you are looking for.
Q: How do I know if an item is in stock? A: When you place an item into your shopping cart, if it is out of stock, a notification will come up, giving you the option of either
ordering the item to be shipped when it arrives back in stock, or ordering another item.
Q: How do I know that my transaction is secure? A: When you check out, all of your ordering information that you submit to us is secure, using Verisign and SSL Encrypted Technology. You can see this by checking out the bottom left hand corner of your browser. You will see a complete key if you use Netscape or a locked padlock in Explorer. If you have any questions regarding the security of your information, please contact our Webmanager.
Q: Can I change or cancel an order after it's been submitted? A: Orders are processed continuously shortly after you submit them to us. Because we attempt to expedite all shipments as quickly as possible, changes or cancels to orders once submitted are normally not possible. However, if you have any questions or need further assistance after submitting your order, please contact Customer Service or call 1-800-727-2433
Q: How do I Price Match a product on the Web? A: To Price Match an item when you are ordering via the Web, simply give us the item, the price and where you saw this price. It must be a Nationally advertised price and if you see it on a Web Site, please include the URL. If you are matching a price from a catalog or magazine, please include the issue.
Q: How do I return an item to Performance? A: To return an item, simply send the item back to us, either insured US mail, or UPS. Enclose your order form, and fill out the return form on the back. Send to: PBS Returns Dept. One Performance Way East,
Chapel Hill, NC 27514-2741. (Note: We do not accept C.O.D.'s)
