F.A.Q.

We encourage you to read through our FAQs to see if there is an answer to your question before contacting one of our Customer Service Representatives.

How can I contact a Customer Service Representative?

ABOUT THE COMPANY
1. Do you offer quantity discounts?
2. Do you offer custom sizes or orders?
3. Is there a Cleverbrand retail store?
4. Why do I have to register with Cleverbrand?
5. What is the Cleverbrand privacy and security policy?

OUR PRODUCTS
6. How do I know if the product I want is available?
7. What product should I use for my project?
8. Are the colors on the website the same as the actual product colors?
9. How do I use the sizing chart for boot liners? Which size should I choose?
10. What thickness of cork should I use for a bulletin/pin board? Dart board?
11. What do the F numbers for the Heavy Duty Industrial Felts stand for and what do they mean?
12. What is the difference between the different Heavy Duty Industrial Felts?
13. How can I peel the paper backing from the adhesive on the Heavy Duty Industrial Felts?

PLACING AN ORDER
14. How can I place an order with Cleverbrand?
15. I do not want to register with Cleverbrand. Can I still place an order?
16. I do not have an email address. How can I register or place an order?
17. How can I place an order if I am not comfortable providing my credit card information online?
18. Can I place an order if I live outside the United States or Canada?
19. Can I see the prices in a different currency than USD?
20. My shipping and billing addresses are different. Can I still place an order?
21. What payment methods do you accept?
22. Will my credit card be charged immediately?
23. Will I get a receipt with my order?

SHIPPING INFORMATION
24. Can I ship my order to multiple addresses?
25. Where can my order be shipped? Can I ship an order outside of the United States and Canada?
26. Can I pick up my order instead of having it shipped?
27. Can you ship my order today?
28. Can my order be shipped with expedited shipping?
29. What is my shipping cost?

AFTER PLACING AN ORDER
30. When will I receive my order?
31. How can I track my order?
32. How do I change or cancel my order?
33. How do I return or exchange an item?
34. Can I leave a review of the products I purchased?

PROBLEMS WITH AN ORDER
35. A different total appears on my credit card statement than in my Order Receipt.
36. My tracking number does not work.
37. I have not received my order.
38. I have received an incorrect or damaged item.

TROUBLESHOOTING THE WEBSITE
39. I am having trouble navigating the website or finding an item.
40. I am having trouble registering or checking out.
41. Can I remove items from my shopping cart of change the quantities?
42. I forgot my password.
43. Can I change my password?
44. I received an error when submitting my order.
45. Can I change my default Billing and Shipping addresses?
46. Can I add a new address to my existing account or make a change to an existing address?


How can I contact a Customer Service Representative?

If you do not see your question below or would like further information, you can contact one of our Customer Service Representatives by phone at 1-866-932-2899 or by using the Chat feature on our website during our business hours, Monday to Friday 9:00am to 5:00pm EST. For all other times, you can contact us through email at salesinquiry@cleverbrand.com or leave us a voicemail stating your name, phone number, and the reason for your call, and we will get back to you the next business day.
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ABOUT THE COMPANY

1. Do you offer quantity discounts?

Absolutely! In order to see if you are eligible for a quantity discount, please contact one of our Customer Service Representatives and provide them with the exact product and quantity you are interested in, and they will be able to provide you with more information.
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2. Do you offer custom sizes or orders?

Yes we do! In order to receive a custom quote, you would need to provide us with the exact product and dimensions you would like, along with an estimated quantity that you would be looking to order. If you require an organic or non-standard shape, we may require a drawing of your design. We can work with any vector-based file that you may have. Once you have all the information, you can contact one of our Customer Service Representatives about a custom quote.
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3. Is there a Cleverbrand retail store?

At this time, Cleverbrand is only an online store and does not have any retail stores. If you would like to purchase one of our products, you would have to do so online or by phone.
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4. Why do I have to register with Cleverbrand?

It’s simple! Registering with Cleverbrand makes checkout fast and easy. You can save time and avoid mistakes! Another great reason is that it allows you to see the total cost for your order, including shipping, right from your Shopping Cart. No payment information is stored in your Cleverbrand account. Only the billing and shipping addresses, and previous orders are stored to save you time during the checkout process of future orders. This information is stored in our secure server and will not be distributed or shared with any third parties.
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5. What is the Cleverbrand privacy and security policy?

We recognize that we must store and maintain customer information according to recognized legal industry standards. To view the full policy, please click here.
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OUR PRODUCTS

6. How do I know if the product I want is available?

All items available through Cleverbrand are currently in stock. From time to time, we run out of stock of a particular item and take the item down from our website. If you are concerned about the quantity of a particular item, or you do not see an item listed that you are looking for, please contact one of our Customer Service Representatives who will be able to help you find the perfect Cleverbrand item and/or confirm the quantity.
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7. What product should I use for my project?

Looking for the right product for your project? We would be happy to assist you in making the selection. You can contact one of our Customer Service Representatives to provide the details of your project, and we can make some recommendations or narrow down the options for you.
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8. Are the colors on the website the same as the actual product colors?

The way your monitor or device screen is calibrated can distort the look of the color online from the actual color of the product, resulting in a slight difference. Regardless, the color of the product should be similar to what you see online.
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9. How do I use the sizing chart for boot liners? Which size should I choose?

Each style of boot liner that we offer has its own sizing chart, so please use the corresponding sizing chart for the style you are interested in. If you have an old boot liner that you are replacing, you can just measure the sole of the liner from the outside to get the width and length that you would need. If you do not have an old boot liner, you can measure your foot while wearing socks. You would then add 0.75” to each measurement (width and length) to account for the material and the stitching. For example, if your foot, with socks on, is 4” wide and 11” long, the measurements you would look for in the corresponding sizing chart would be 4.75” and 11.75". The sizing charts are approximate and may have a +/- 0.25” tolerance.
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10. What thickness of cork should I use for a bulletin/pin board? Dart board?

Well, most tacks and staples are about ¼” (6mm) to 3/8” (9.5mm) long. In order to avoid damage to the wall or surface behind the cork, we recommend using a cork product that is at least ¼” thick. For a dart board, the thickness depends on the dart you are using. However, the most common type of dart is about ¾” (19mm) long, so we would recommend using cork that is at least ¾” thick. Our cork products can be found in our Craft, Industrial, and Household sections.
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11. What do the F numbers for the Heavy Duty Industrial Felts stand for and what do they mean?

The F numbers are an industry standard of grading and categorizing wool felts. This number is based on the wool content, density, and tolerance of the felt at each thickness. Each grade of felt has its own proposed uses. If you are looking for felt for a particular use, you can contact one of our Customer Service Representatives who would be happy to assist you. For more information, you can also see What is the difference between the Heavy Duty Industrial Felts?. You can find our Heavy Duty Industrial Felts here.
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12. What is the difference between the different Heavy Duty Industrial Felts?

Industrial felts are usually not dyed and retain their natural colors. They are made of natural wool so color variations or blemishes may occur in the felt. The white wools are of a higher quality and are more resilient than the grey wools. If you would like more information, you can contact one of our Customer Service Representatives who would be happy to help you. For more information on the F numbers, please see What do the F numbers for the Heavy Duty Industrial Felts stand for and what do they mean?. You can find our Heavy Duty Industrial Felts here.
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13. How can I peel the paper backing from the adhesive on the Heavy Duty Industrial Felts?

Our adhesive is very sticky and, depending on the thickness of the felt, it may require a little extra effort to peel the paper backing from it. In order to peel it from the Heavy Duty Industrial Felts, you will have to separate the paper backing from the adhesive layer using your nails or carefully using a utility knife. Once you separate a corner, you should be able to peel the paper backing leaving the adhesive film on the felt. Please ensure that you are separating the adhesive from the paper backing and not the felt from the adhesive as this would damage the felt.
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PLACING AN ORDER

14. How can I place an order with Cleverbrand?

You can place an order online through the website or over the phone. We encourage you to place your orders online as it is a more efficient process than over the phone. If you experience any difficulties, you can contact one of our Customer Service Representatives who can assist you with your order.
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15. I do not want to register with Cleverbrand. Can I still place an order?

We always recommend registering with us online and placing your order through the website. It is the most efficient way to place an order with us, not to mention the easiest. It also ensures that there will be no errors with any of the items you would like to purchase. If you would like some more information on registering with us, please see Why do I have to register with Cleverbrand?. If you still do not wish to register with us, you can contact one of our Customer Service Representatives who can assist you with your order.
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16. I do not have an email address. How can I register or place an order?

If you wish to place an order with us but do not have an email address, please contact one of our Customer Service Representatives who would be happy to assist you.
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17. How can I place an order if I am not comfortable providing my credit card information online?

Your credit card information is immediately sent to our credit card processor when you place an order online and does not get stored in our secure server. One of our Customer Service Representatives would be happy to assist you with your order should you not feel comfortable providing the payment information online.
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18. Can I place an order if I live outside the United States or Canada?

Of course! It is now possible for you to place an order with us if you live outside of the United States or Canada. Simply add the items to your Shopping Cart. Then, from the Shopping Cart page, select the "International Checkout" option. You will be automatically transferred to Bongo's Secure International Checkout page where you will be provided with international shipping costs as well as duties and taxes for your shipment. Upon completion of your order, Bongo will charge your credit card for the entire purchase. We will ship the goods to Bongo's Global Distribution Facility where Bongo will process the order and transport the goods to your international address. There are no additional fees or registration processes with this service. If you have any questions, simply contact one of our Customer Service Representatives and they will be able to assist you with your order. We do not accept any payment information through email for security and privacy reasons.
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19. Can I see the prices in a different currency than USD?

At this time our website is only able to show the prices in US dollars.
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20. My shipping and billing addresses are different. Can I still place an order?

Our online order system is able to accept a different billing and shipping address without a problem. You can enter the billing address associated with the credit card information during checkout in the section next to the payment information. You can also change your default billing and shipping addresses in your Account Settings. For how this can be done, please see Can I change my default Billing and Shipping addresses?.
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21. What payment methods do you accept?

Our online system can only accept credit card payments. Orders can be paid using Visa, MasterCard, American Express, or Discover.
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22. Will my credit card be charged immediately?

Yes, when you enter your credit card information during the checkout process and submit your order, your credit card information will be immediately run through our credit card processor. Once your credit card has been processed successfully, you will receive an email confirmation confirming your order and that your credit card has been charged.
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23. Will I get a receipt with my order?

You will be able to print a receipt from the order confirmation page once you submit an order online. You will also receive an order confirmation by email. This should be saved as it is required to return any merchandise that you purchase from us. If you did not receive an invoice, please contact one of our Customer Service Representatives to assist you.
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SHIPPING INFORMATION

24. Can I ship my order to multiple addresses?

At this time, Cleverbrand is able to process your order being shipped to only one address. This address may be your billing address or it may be different from your billing address. If you wish to ship to multiple addresses, you can process a separate order for each address you wish to ship to using the website. Alternatively, you can contact a Customer Service Representative and they will be able assist you with your order.
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25. Where can my order be shipped? Can I ship an order outside of the United States and Canada?

For our online orders, we can ship to almost any address in the United States, Canada and internationally. For shipping to addresses outside of the United States or Canada, you would add the items you would like to your Shopping Cart. Then, from the Shopping Cart page, you would select the "International Checkout" button. You will be automatically transferred to Bongo's Secure International Checkout page where you will be provided with international shipping costs as well as duties and taxes for your shipment. Upon completion of your order, Bongo will charge your credit card for the entire purchase. We will ship the goods to Bongo's Global Distribution Facility where Bongo will process the order and transport the goods to your international address. There are no additional fees or registration processes with this service. For shipping to APO/FPO addresses you would need to contact one of our Customer Service Representatives to assist you in placing an order as our online order system is not currently able to accept such addresses.
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26. Can I pick up my order instead of having it shipped?

At this time, pick up orders are only available at our Mississauga location. Our New York location is not currently set up to handle pick up orders. If you would like to place an order for pick up, you would have to place the order over the phone with us by contacting one of our Customer Service Representatives. Please note that pick up orders are dependent on the stock at our Mississauga location and may not be possible for your selected items. When you phone in your order, a Customer Service Representative will be able to tell you if a pick up order is possible for the items that you would like to order. Also, a pick up order will have a minimum $6.00 handling fee and is still subject to a processing time of 1-2 business days. If you would like to pick up an order the same day it is placed, please see Can you ship my order today? for information.
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27. Can you ship my order today?

If you would like your order to be shipped the same day that you place your order, your order would need to be placed before 11:00am EST. Please note that same day orders are subject to a Rush Order charge of at least $50, depending on the complexity of the order. If you would still like to proceed with the same day order, please leave a note in the Comments section of the order stating that you would like your order to be shipped out the same day. One of our Customer Service Representatives will contact you to let you know if it is possible to ship your order same day, and/or to get your payment information for the extra charge.
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28. Can my order be shipped with expedited shipping?

Of course! If you would like your order to be shipped with expedited shipping, please leave a note in the Comments section of the order stating that you would like your order to be shipped with expedited shipping. Please also include the date that you would like to receive your order by. This will help us to determine the most cost effective method for your order to reach you on time. One of our Customer Service Representatives will contact you to let you know what the additional charge will be and to get your payment information. If you would like your order to be shipped overnight to receive it the day after you place your order, please see Can you ship my order today? for details.
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29. What is my shipping cost?

The great thing about the Cleverbrand website is that it allows you to see the total cost, including shipping, associated with your order before gathering any payment information. This is one of the many great reasons for registering with us. After seeing the total cost, you will not be obligated to continue with the check out process. Simply register or log in to your account to see the costs associated with your order directly from the Shopping Cart.
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AFTER PLACING AN ORDER

30. When will I receive my order?

Cleverbrand Inc will ship all orders within 3 business days of the order being received. Your order should arrive within 8 business days of the ship date. Shipping is not available on weekends or holidays.
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31. How can I track my order?

When your order has shipped, you should receive a Shipping Confirmation email to the email address you registered with. This Shipping Confirmation will contain a tracking number for your order. If your tracking number does not work, please see My tracking number does not work for more information. If you did not receive a Shipping Confirmation email or you require assistance, you can contact one of our Customer Service Representatives who will be happy to help you.
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32. How do I change or cancel my order?

If for any reason you would like to change or cancel your order after it has begun to be processed, please contact one of our Customer Service Representatives as soon as possible. Please note that we cannot cancel or change an order once it has entered the shipping process. A return or exchange will have to be processed instead.
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33. How do I return or exchange an item?

If you would like to return or exchange an item for any reason, you may do so within 30 days from the date that you received your order. The item must be in its original condition and a Cleverbrand Customer Service Representative must be contacted prior to shipping the item back. You must follow the Cleverbrand Return Procedure to ensure you receive your refund. Please refer to the full Returns policy for more information.
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34. Can I leave a review of the products I purchased?

We would love to hear what you think of our products! Once you are logged in to your Cleverbrand account, locate one of the items you had previously purchased and click on the “Write Reviews” button, located to the right of the product picture and below the title. Clicking this button will bring you to the Review page from which you can leave a review of the product. Please note that you must be logged into your Cleverbrand account to leave a review. Also, currently we are not able to accept reviews of our online store. We are only able to accept reviews associated with a specific product.
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PROBLEMS WITH AN ORDER

35. A different total appears on my credit card statement than in my Order Receipt.

The amount shown on your Order Confirmation is in US dollars. If your credit card is in a currency other than US dollars, there may be a difference in the amount appearing on your credit card statement versus the amount on your Order Confirmation. This difference is due to your credit card company converting the US dollar amount to the currency of your credit card. If you do not believe the difference is due to the conversion, please contact one of our Customer Service Representatives who would be happy to assist you.
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36. My tracking number does not work.

Not to worry! Your tracking number is the valid tracking number associated with your package. However, the tracking information may not be updated yet because your order may not have arrived at the carriers' sorting facility when you tracked your order. Please allow up to 24 hours for the tracking information to update. If your tracking number still does not work, you can contact one of our Customer Service Representatives for more information on your order.
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37. I have not received my order.

If you have not received your order within 11 business days from the date you placed your order, we encourage you to call one of our Customer Service Representatives who will be happy to help you.
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38. I have received an incorrect or damaged item.

Although we try our hardest to make sure you receive the correct items in your package, sometimes errors do occur. If you believe you have received the wrong item, please contact one of our Customer Service Representatives who will be happy to assist you.
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TROUBLESHOOTING THE WEBSITE

39. I am having trouble navigating the website or finding an item.

We are constantly trying to improve our website so that our customers can easily navigate around our website and find the item they are looking for. If you are having trouble navigating our website or finding a particular item, you can contact one of our Customer Service Representatives who would be happy to assist you.
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40. I am having trouble registering or checking out.

Although we are always trying to provide our customers with a smooth registration and check out process, we recognize that you may have some trouble. Please feel free to contact one of our Customer Service Representatives who would be happy to provide you with assistance through the process.
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41. Can I remove items from my shopping cart of change the quantities?

You can remove items from your shopping cart or change the quantities at any time. To view your shopping cart, click on the Shopping Cart link at the top of the page. Check the boxes next to the items you wish to remove and then click Update Cart at the bottom of the page. To change the quantity of an item in your Shopping Cart, change the number to the right of the item title and then click Update Cart at the bottom of the page. If you make any changes in the Shopping Cart page, you must click the Update Cart button or all changes will be lost once you leave the page.
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42. I forgot my password.

If you have forgotten your password, you can retrieve it by following the Forgot Password process. A new temporary password will be emailed to the email you used to register your Cleverbrand account. It may take up to 5 minutes for the temporary password to take affect for your account. If you no longer have access to that email account or cannot remember which email account you used to register, please contact one of our Customer Service Representatives who will be able to assist you. Our Customer Service Representatives cannot provide passwords over the phone for security and privacy reasons. For more information, please see our Privacy Policy.
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43. Can I change my password?

To change your Cleverbrand account password, log into your Cleverbrand account and click on the My Account button in the top right corner of the webpage. Once on the Account Information page, click on the Change Password button on the left side of the page and you will be able to change your password. Please note that all Cleverbrand passwords must be at least 6 characters in length, and contain at least one letter and one number.
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44. I received an error when submitting my order.

If you received an error during the check out process, we recommend that you contact one of our Customer Service Representatives to ensure that your order came through to our system correctly. If you received an Order Confirmation email after receiving an error, we still recommend that you contact one of our Customer Service Representatives to ensure there are no errors with your order.
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45. Can I change my default Billing and Shipping addresses?

Of course! Once you log into your Cleverbrand account, click on the My Account button in the top right corner of the website. In the Account Information page, simply select the correct addresses from the drop down menu corresponding to the Default Billing or Default Shipping addresses. Please ensure you click the Save button so that your changes are not lost. To add a new address to your account, please see Can I add a new address to my existing account?. You must add a new address to your account before you can make it a default billing or shipping address.
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46. Can I add a new address to my existing account or make a change to an existing address?

Absolutely! Once you have logged into your Cleverbrand account, click on the My Account button in the top right corner of the website. Click on the Addresses button on the left side of the Account Information page. Click the New Address button to add a new address to your account. Click on the Edit or Delete buttons corresponding to the address you would like to change to make a change to an existing address. To change your default billing and shipping addresses, please see Can I change my default Billing and Shipping Addresses?.
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