Frequently Asked Questions for Customer Service

Will you match prices offered by your dealers and resellers?

No. We sell at our advertised prices. We do not and will not compete against our dealers, we strongly support them. We highly recommend, encourage and would much prefer that you make your purchase from any dealer that carries our products. The only reason we offer product to the public is simply because we realize that no dealer will carry the complete specialty range offered by Magic Whiteboard Products. The demand for products not carried in stores is why we offer these other niche items to customers. Buy our products from dealers everywhere and at lower prices. What they don’t carry and you still want, that’s where we can help you.

Are prices the same in the catalog and online?

We are not offering a MWP catalog at this time.

Is ordering over the Internet safe?

Ordering from our online store is a completely encrypted, secure process using secure socket layer (SSL) technology.

Why do I need cookies enabled?

MagicWhiteboardProducts.com requires a type of cookie commonly referred to as a “session cookie” to uniquely identify a user’s visit to the website. Without the use of this cookie, MagicWhiteboardProducts.com is not able to track what items have been added to your cart thereby disabling the checkout process. This session cookie contains no personal information and is designed to only enhance your shopping experience. If you continue to have issues, please contact customer service at 850-877-1200 to place your order.

Why do I need a password?

All users who make an order through our website must register and create a username and password. This allows you to keep an order history, create a wishlist or registry, as well as saves you from having to key in all of your personal ordering data (name, address, etc.) the second time you order. Your credit card information is not retained in this file and it is not accessible by anyone over the Internet.

How can I pay if I don’t have a credit card?

You can order with Paypal, or by mail in US dollars with a personal check drawn on a US bank, cashier’s check or money order. C.O.D. is not available.

Do you charge sales tax?

We are required by law to collect 7.5% sales tax for residents of Florida.

When and how will my order ship?

In-stock orders placed by 5 pm EST Monday through Friday are shipped within 24 hours. Magic Whiteboard Products ships most packages using UPS Ground/Home Delivery, FedEx Ground or United States Postal Service (USPS). Delivery time varies between 1 to 5 business days within the continental U.S.

What is your normal shipping schedule?

We analyze every order and ship using the least expensive, most efficient method whether FedEx, UPS or USPS.  The shipping charges on our web store are based on the best rates we’ve obtained from these carriers.

In-stock orders received by 2 pm EST Monday through Friday can often be shipped via FedEx, UPS Ground and/or USPS that same day. Magic Whiteboard Products does not ship on Saturday, Sunday or the following holidays: New Years Day, Memorial Day, Independence Day, Labor Day, Thanksgiving Thursday & Friday, Christmas Eve and Christmas Day.

Additional Freight Services

If you order Friday after 2 pm EST, a FedEx or UPS Priority Overnight package will ship on Monday and arrive on Tuesday. FedEx or UPS 2Day and FedEx/UPS Priority Overnight only deliver Monday through Friday.  We recommend you contact Magic Whiteboard Products customer service at 850-877-1200 to confirm the exact timing ­of any expedited shipments.

Do you ship overnight?

Yes. During the checkout process you’ll have the option of choosing Ground Shipping, FedEx or UPS 2Day or Overnight Shipping. UPS 2Day and UPS Priority Overnight rates are based on the weight of your order and the number of packages. UPS 2Day is your best bet if you don’t need your order the very next day. UPS 2Day and Priority Overnight rates are shown on the Checkout page of your on-line order.

What are your shipping & handling rates?

Our shipping & handling rates are based on the total weight of your order. This fee covers all regular ground shipping charges for your order regardless of how many packages it’s shipped in. If a problem does occur, please contact us immediately. Our shipping & handling charges on orders within the contiguous United States are updated in the online store.

Can I use a P.O Box address?

We strongly discourage a P.O address. Most shipments are sent via UPS Ground or FedEx Ground and they ONLY deliver to a street address. If you must use a P.O address we will ship via United States Postal Service by mail.

Can I specify the carrier used to ship my order within the USA?

No, Magic Whiteboard Products reserves the rights to select our own shipping carrier for shipments within the continental US. We generally ship very light packages with USPS and heavier parcels with UPS Ground/Home Delivery or FedEx Ground. If your shipping address is a P.O. box, we must use the United States Postal Service and mail delivery. Fedex and UPS do not deliver to a post office address. We strongly recommend delivery to a street address to ensure accurate and timely delivery. In addition, Magic Whiteboard’s shipping software uses the UPS, FedEx and USPS tracking systems which enables you and us to track the exact status of a shipment. This feature is highly efficient and invaluable in tracking orders.

Do you ship outside the contiguous U.S.?

Yes, we ship worldwide. Orders destined for Alaska, Hawaii and any of the territories or possessions of the U.S. are shipped with Fedex, UPS and U.S. Postal Service. Regular shipping and handling charges apply. Contact our customer service department if you need to arrange rush delivery to these areas. If your order is to any country or territory outside of these areas, complete your order as an International Shopper. There is an additional $15 charge for overseas shipping. We accept US funds only.

I don’t live in the USA. Am I responsible for customs, duties and taxes?

Yes. Your order will be shipped directly to you from Magic Whiteboard Products by your choice of air transportation, however, Magic Whiteboard Products is not responsible for shipments once they leave the United States and you will be responsible for your country’s customs, duties and taxes. We have no control over any of these charges which MAY be assessed by your country’s customs department prior to delivery.

What happens after I place an online order?

First, when you place your order online you can be assured of your financial security and your privacy. You will receive an automatic email confirmation that your order was successful and has been received in our system. When we receive your order it is entered in our accounting system, turned into an order and sent to the warehouse for processing. During this period, if there are any backorders or we need to update you with any information, you’ll hear from one of our friendly reps. The warehouse prepares and packs the orders which are then sent to our order processing team who convert your order to an invoice while at the same time preparing shipping documents. Our online store is linked to carrier tracking systems, which simply means that when your order is shipped, our system should automatically email you with the shipment tracking number. This puts you in control and enables you to track its exact whereabouts. Should you have any problems or delays, do not hesitate to contact Customer Service at Sales@MagicWhiteboardProducts.com, or 850-877-1200.

Is your return process easy?

Yes. If for any reason you are not satisfied with a product please call customer service 850-877-1200 and speak to one of our reps, or alternatively, email sales@www.magicwhiteboardproducts.com. They will authorize the return and issue a Return Goods Authorization number. The reason we do this is in our continued efforts in maintaining high customer satisfaction, we would like to know the reason for return so we can listen to you and provide personalized and better customer service. The representative will advise you on the return because we are friendly and liberal with our return policy. We will reimburse full value of the product plus tax (if applicable).  Shipping costs cannot be reimbursed.

If you choose not to speak to a rep and would like to simply return your product, please return it with our packing slip (noting the reason for your return on the back) and ship to Magic Whiteboard Products,  3645 Hartsfield Road, Tallahassee, FL 32303. Please ship your return prepaid by UPS Ground Shipping, FedEx or USPS.  We will grant you a refund equal to the value of your purchase including tax (if applicable).

I’m concerned about privacy. What’s going to happen to my name and address?

Protecting your private information is our priority. This Statement of Privacy applies to Magic Whiteboard Products LLC and governs data collection and usage. For the purposes of this Privacy Policy, unless otherwise noted, all references to Magic Whiteboard Products LLC include www.magicwhiteboardproducts.com, magicwhiteboard.us, magicwhiteboardusa.com and mwproducts.us. By using this website, you consent to the data practices described in this statement.

Magic Whiteboard Products LLC may collect anonymous demographic information, which is not unique to you, such as your country of origin. We may gather additional personal or non-personal information in the future.

Information about your computer hardware and software may be automatically collected by Magic Whiteboard Products LLC. This information can include: your IP address, browser type, domain names, access times and referring website addresses. This information is used for the operation of our services, to maintain the quality of the service, and to provide general statistics regarding use of our website. Magic Whiteboard Products LLC is not responsible for the privacy statements or other content on websites outside of the Magic Whiteboard Products LLC website or websites that may be linked to or resellers of Magic Whiteboard Products LLC products.

Magic Whiteboard Products LLC collects and uses your personal information to operate its website(s) and deliver the services you have requested.

Magic Whiteboard Products LLC may also use your personally identifiable information to inform you of other products or services available from Magic Whiteboard Products LLC and its affiliates. Magic Whiteboard Products LLC may also contact you via surveys or emails to conduct research about your opinion of current services or of potential new services that may be offered.

Magic Whiteboard Products LLC may, from time to time, contact you on behalf of external business partners about a particular offering that may be of interest to you. Magic Whiteboard Products LLC may share data with trusted partners to help perform statistical analysis, send you email or postal mail, provide customer support, or arrange for deliveries. All such third parties are prohibited from using your personal information except to provide these services to Magic Whiteboard Products LLC, and they are required to maintain the confidentiality of your information.

Magic Whiteboard Products LLC may keep track of the websites and pages our users visit within Magic Whiteboard Products LLC; in order to determine what Magic Whiteboard Products LLC services and products are the most popular. This data is used to deliver customized content and advertising within Magic Whiteboard Products LLC to customers whose behavior indicates that they are interested in a particular subject area – like blackout blinds.

Magic Whiteboard Products LLC will disclose your personal information, without notice, only if required to do so by law or in the good faith belief that such action is necessary to (a) conform to the edits of the law or comply with legal process served on Magic Whiteboard Products LLC or the site; (b) protect and defend the rights or property of Magic Whiteboard Products LLC; and, (c) act under exigent circumstances to protect the personal safety of users of Magic Whiteboard Products LLC, or the public.

Magic Whiteboard Products LLC secures your personal information from unauthorized access, use or disclosure.

 

Can I use PayPal over the telephone?

At this time, we are only offering PayPal services with orders placed online.

Is the PayPal service free?

You can sign up for a PayPal account for free, and there’s no charge to link your credit card or bank account to your PayPal account.

Is PayPal safe to use?

Yes. PayPal uses SSL technology to keep your information safe. In addition, when you send a payment using PayPal, the recipient won’t receive sensitive financial information like your credit card or bank account number. This way, you don’t have to worry about paying people you don’t know.

Does PayPal have any transaction limits?

The maximum amount allowed for a single transaction is $10,000 USD by a PayPal member. If you don’t have a PayPal account, you can send a maximum of $4,000 USD for a one-time, single transaction.

How do I get verified thru PayPal?

You must link your bank account or your credit card to your PayPal account, or be approved for the PayPal Plus Credit Card or PayPal Buyer Credit.

To become verified, follow these steps: Log in to your PayPal account. Click “Unverified”. Choose the verification method and click the corresponding button.

What does it mean to be verified thru PayPal?

Verified status means you have confirmed your bank account or have been approved for the PayPal Plus Credit Card or PayPal Buyer Credit. Having Verified status provides these benefits: No spending limit. Increased security. More buyer and seller confidence because your Verified status shows other account holders that you have passed PayPal security checks.

Does PayPal protect me from liability for unauthorized charges?

There is 100% protection against unauthorized payments sent from your account. With PayPal, you’re protected against unauthorized payments sent from your account. PayPal sends an email confirmation of every account transaction. If your receive confirmation of a transaction you don’t recognize, PayPal offers a 24/7 customer support team that will help you sort out the situation. If you think an unauthorized payment has been sent from your account, you can file an unauthorized activity claim.

What if an item ordered online is on back order?

A representative will notify you by phone or email if a product is out of stock. Please note that your PayPal account will be charged for the entire order, including back-ordered items. You can still decide to purchase that item and when it arrives in stock, it will be shipped immediately. Your notification will include an estimated fulfillment date to your back order. If, at any time, you decide you do not want the back ordered item, you can still cancel that item by calling customer service at 850-877-1200 and we will refund the amount to your PayPal account.

How do I change an order that was just placed online?

To cancel the entire order, call Customer Service at 850-877-1200. They will cancel your online order and refund your PayPal account. To remove item(s) from your order, call Customer Service at 850-877-1200. They will remove the item(s) and refund your PayPal account.

Can I add additional items to my current order?

Unfortunately, additional items may not be added to your original PayPal order. You can place another order online and choose to use PayPal again OR Customer Service can place the order via phone with a credit card.