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Frequently Asked Questions

Q. Do I need to set up an account to place an order?

A. On your first order, you will be prompted to create an account. This will make future orders easier as it will retain your order history and information.

Q. What are your hours?

A. Fulfillment and Customer Service for the NetApp Gear Store operate weekdays from 8am-5pm PST, excluding holidays.

Q. How do we pay for merchandise for business purposes?

A. The NetApp Gear Store accepts payments via credit card. Please select the appropriate payment method at checkout.

Q. Can I order items and have them drop shipped to a customer?

A. Yes. Just enter the customer contact name and shipping address in the shipping address field. No prices or billing information will appear on the packing slip.

Q. When will I receive confirmation for my order?

A. Immediately upon placing your order, you will receive an email confirmation with the order details. Shipment confirmations will be sent at the end of the shipping business day.

please select a USPS, UPS, or FedEx shipping option. You can either pay for the FedEx shipping costs, or use the "Ship on My FedEx account" option to have the shipping fees applied directly to your account by FedEx. Any applicable import duties and taxes are added to your order total.

Q. When will my order ship?

A. If there is inventory available, orders placed and authorized:

• before 12 noon PST will ship the same business day.
• after 12 noon PST will ship the next business day.

Q. Does the NetApp Gear Store ship to international addresses?

A.Yes! Any applicable import duties and taxes are added to your order total.

Q. Ancillary Clearance Service Fees

A. Please note if additional or special processing is required by a local regulatory agency, ancillary fees may be incurred. These fees, which are subject to change, can vary per country/territory, and may be applied and invoiced to the Shipper, Consignee, or Third Party. Additional information can be found here: https://www.fedex.com/en-us/ancillary-clearance-service.html

Q. Exporting

A. It is important to BrandVia- Powered by HALO that our customers are able to receive the items that are shipped to them. We are committed to making every effort to get your merchandise from our facility to the shipping address entered on the order, whether the address is inside or outside the US. For outside the US, the recipient is considered the Importer and may be contacted for clearance instructions. We know that many countries outside of the US have import restrictions for promotional merchandise and gifts. At times the merchandise can get held up in customs and the reasons are varied and can change without notice, even if accurate product documentation is provided. As a response to this (as an example) we have placed a hold on shipments to countries such as Russia because the import restrictions there have made it too difficult to get our goods into the country. If you would like more information on our international shipping policies and experiences please email SV.CustomerService2@halo.com

Q. Redistribution

A. Most of the merchandise that we sell is produced outside of the US. Many of these goods that have been imported into the U.S. cannot be easily exported to other countries, or re-shipped a second time, once our customers initially receive them. We highly recommend that you check with your freight forwarder to confirm foreign documentation requirements if you seek to re-ship goods that you have purchased through our store(s). Please note: BrandVia- Powered by HALO is a distributor (not a manufacturer) and therefore will not have access to factory information from the company that originally produced the goods.

Q. How do I cancel my order?

A. Please contact BrandVia- Powered by HALO Customer Service at SV.CustomerService2@HALO.com before 2pm PST on the business day your order is scheduled to be shipped.

Q. How do I find out the status of my order and tracking information?

A. Please contact BrandVia- Powered by HALO Customer Service at SV.CustomerService2@HALO.com The status of your order can be viewed online under Account. Shipment confirmations with tracking information are sent via email at end of the business day your order was shipped.

When tracking the order, if the shipment shows DELIVERED, but the recipient did not receive the order, please alert SV.CustomerService2@HALO.com immediately.We may not be able to replace or credit your order if we are not notified within 10 days of your shipment notification.

Q. How do I conduct a refund or exchange?

A. Returns are accepted for items in new, unused condition with applicable tags attached. Returns cannot be accepted without an RMA#, which will be provided by Customer Service.

Please Contact Customer Service via email SV.CustomerService2@HALO.com or call 408-955-1750 and have your order number ready.

Domestic Returns: Item(s) may be eligible for return within 30 days from the day the order was placed. Item(s) are to be returned at the customer’s expense. We suggest using UPS or FedEx due to their tracking capabilities. We are not responsible for returns that are lost in transit. Allow 10 business days from the date your package is delivered to us for your product credit to be processed. It may take longer than normal to process during peak times (holidays, sales, special events, etc.). The original method of payment used at check-out will be credited.

International Returns: Item(s) can be returned at the customer’s expense within 60 days from the day order was placed and will receive product credit back on the account used at checkout.The customer is responsible for all return expenses, including shipping, duties, and taxes. We suggest using your countries postal service for the return. If the item(s) arrived damaged or defective (see below). Please contact Customer Service for next steps. Please keep all tracking information for your return, as we are not responsible for lost returns.

Missing or Incorrect Items- Please contact Customer Service to report the issue and we will work with you on a solution according to your needs.

Damaged/Defective Items- Please contact Customer Service to report damaged or defective items*

Lost Packages – You will receive an emailed shipping notification on the day your order ships.Please track accordingly. Report a lost package to Customer Service within 5 days of the delivery date shown on the carrier site (if not received at the specified address) or non-delivery of the order.*

After 5 days of delivery, carriers no longer accept claims. If you wait beyond this period to inform us, we cannot be held responsible for lost or damaged shipments, and you may not receive credit or replacement. If carrier provides proof of delivery to correct address, it may indicate that the package(s) has been stolen. We are not responsible for stolen merchandise after delivery, so we strongly recommend that you ship to a secure location.

Exception Items – Please note that clearance items and seasonal promotional items may not be eligible for return.

Q. How do I change the shipping address for my order?

A. If you need to change the shipping address of your order and the order has not shipped please call us at 408-925-5850 or email us at SV.CustomerService2@HALO.com . Please be reference your order number when you call or email.

Q. Where can I provide feedback about the NetApp Gear Store?

A. We would love to hear your feedback and suggestions! Just email SV.CustomerService2@HALO.com .

Q. Will Call

A. For those customers selecting "will call" at check out the pickup location is 1943 Lundy Avenue, San Jose, CA. The pickup time windows will be Monday through Friday from 8:00am-11:30am & 1:00pm-4:00pm PST, excluding holidays. Please look for customer service to contact you with more details if you select this ship method.

Q. Don’t see what you are looking for on the Gear Store?

A. If you would like NetApp branded gear but you don’t see what you are looking for on the store, email netapp@halo.com for assistance.

Q. When will my order be delivered?

A. Orders ship from San Jose, CA with the following ESTIMATED timelines:

• UPS International Express= 1-3 business day after ship date
• UPS International Expedited= 2-5 business days after ship date
• UPS International Ground Canada/Mexico
• UPS 3-Day Select® = 3 business days after ship date
• UPS 2-Day Air®= 2 business days after ship date
• UPS Next Day Air®= next business day after ship date
• UPS Ground= 1-5 business days after ship date, depending on proximity to San Jose, CA
• Surepost = 1-7 business days after ship date, depending on proximity to San Jose, CA

*Please note: International delivery times will vary depending on country delivered to, customs clearance, and any unforeseen delivery issues. All taxes and duties have been added into your order total.