FAQs

• How do I contact Customer Service?keyboard_arrow_down

  Our Customer Service Team can be reached at 1- 507-416-3660 or emailed at support@shophiltonpromo.com from Monday to Friday 8:30 am to 8:00 pm EST excluding holidays.

• Can we be Direct Billed (Invoiced) for our order?keyboard_arrow_down
  Properties / Team Members can punchout through Hilton’s Marketplace in BirchStreet. The order/PO will be invoiced upon shipment. Payment is required at the time of check out for customers checking out via credit card. If your property would like to be set up on Net 30 Terms and does not have access to Hilton’s Marketplace in BirchStreet, you may request terms by completing this form: Request Direct Bill Access Form. Once approved you’ll receive Net 30 terms and give a secondary payment method of Direct Bill.
• How can I track my order?keyboard_arrow_down
  Once an order has shipped a shipping confirmation with tracking information will be emailed. If you have any questions, please contact Customer Service Team at 1- 507-416-3660 or email support@shophiltonpromo.com.
• Can my order be cancelled or modified?keyboard_arrow_down
  It’s not always possible to change or cancel your order once it has been placed. You’ll need to contact Customer Service Team at 1- 507-416-3660 or email support@shophiltonpromo.com and request cancellation or a modification. If the order has already shipped, you will need to return the original order for exchange or refund and place a new order. Please see our Return & Exchange Policy listed under Customer Service for additional information.
• Item Not Available?keyboard_arrow_down
  If the item you are looking at is currently Out of Stock, please contact our Customer Service Team at 1- 507-416-3660 or email support@shophiltonpromo.com for an estimated backorder.
• My package arrived damaged or missing product. What should I do?keyboard_arrow_down
  If there are any issues with your order once delivered, please contact Customer Service Team immediately at support@shophiltonpromo.com or call 1- 507-416-3660 and we will gladly assist you.
• Is there a minimum quantity required to make a purchase?keyboard_arrow_down
  The minimum ordering quantity will vary for each product. On the individual product page, it lists the minimum order quantity.
• How is shipping cost calculated?keyboard_arrow_down
  Shipping is calculated based on the shipping method selected, delivery zip code, total weight of all items and the dimensions of the package. Shipping costs are automatically calculated and displayed on the Checkout page for review before order submission.
• How is Sales Tax calculated?keyboard_arrow_down
  All appropriate sales tax information will be displayed during checkout. You will be charged sales tax based on the region and state of your delivery address.
• What’s your Return and Exchange Policy?keyboard_arrow_down
  We want you to be happy with your purchase. We handle exchanges and returns on a case-by-case basis with the ultimate objective of making our customers satisfied and providing the Perfect Customer Experience.
  Please refer to the “customer service” guide at the bottom of this page to see more information on returns and exchanges.
• How long does it take to receive a refund?keyboard_arrow_down
  All returns are inspected and processed within 72 business hours of receipts. Your refund will be processed and automatically applied to your credit card within 4 business days. Please note that depending on your credit card company it may take an additional 2-10 business days after your credit is applied for it to post to your account.
• Are Shipping Labels provided for Returns and Exchanges?keyboard_arrow_down
  We do not provide return labels for returns or exchanges.
• I am having problems with BirchStreet.keyboard_arrow_down
  For BirchStreet technical questions, please contact hsmx@hilton.com.