Contacting Identity Works, Inc.
This site was developed by Identity Works, Inc. All suggestions regarding this site including product recommendations, technical issues, and order fulfillment questions should be directed to Identity Works. We can be contacted at: Identity Works, Inc. 920 Industrial Drive West Salem, WI 54669 http://www.idworks.com altra@support.idworks.com Standard Customer Service Hours: Monday - Friday (8:30am - 5pm CT) - Excluding Holidays When calling or emailing regarding your order please have the following information ready or include it in your email; QB order number, your name, why you are contacting us and a return phone number. If you need to leave a voice mail we will contact you as soon as possible, usually the same day during business hours.
Closing Your Account
If you've had problems with our site or one of our products, please let us know! However, if you'd still like to close your account, please contact Customer Service at 1-800-658-9014 and they will inactivate your account. While your account will no longer be active, previous order information is kept for an indefinite period of time.
Shipping Timelines
Identity Works has a strong partnership with a variety of shipping carriers. We ensure that all orders have tracking numbers and can be followed all the way to your doorstep.
Shipping methods available for your order will be shown at checkout based on your shipping address. Additionally, estimated ship dates for all products will be shown on products, in your shopping cart, and in the order confirmation after checkout. We will make every effort to meet or exceed those ship dates, but circumstances outside of Identity Works' control may delay any shipment. International shipments are subject to delays in customs, and all shipments are subject to delays due to weather.
If you need to track your order, please visit your Order History area on this website. Tracking Numbers for your order are uploaded within 1 business day of shipment.
Privacy & Security
The security of your personal information is very important to us. We never sell or rent your personal information to any third parties under any circumstances. We highly value your trust, and work to protect the security and privacy of any personal information you provide to us and will only use it as we have described in our
Privacy Policy.
Cookie Requirements
Like many online retailers, we use cookies to recognize you as you use or return to this site. This is done so that we can personalize and enhance your browsing and shopping experience. "Cookies" are small files that we place on your computer's hard drive to collect information about your activities on this site. Cookies help us to: (1) speed navigation, keep track of items in your shopping cart and provide you with content that is tailored to you; (2) remember information you gave us so that you do not have to re-enter it; and (3) monitor the total number of visitors, and pages viewed.
Browsers are typically set to create cookies automatically. You can choose to have your browser notify you when cookies are being written to your computer or accessed, or you can disable cookies entirely. If you disable cookies, however, you will not be able to place items in your shopping cart, and therefore you will not be able to place an order with us online. Also, by not using cookies, some features and services may not function properly.
Accepted Credit Cards
If credit cards are a payment option on this site, we accept VISA, MasterCard, American Express, and Discover cards. If there are any issues with your credit card, you will be contacted by Identity Works, the company that manages this store. The charge on your credit card will appear from "IDENTITY WORKS, INC". The checkout process itself employs Secure Sockets Layer (SSL) technology to insure your information is secure. SSL encrypts your order information and sends it to a secure server, making it difficult for that information to be decoded by a third-party. Any additional payment options will be shown in the checkout process.
Credit Card Charges
If paying using a credit card, your card will be charged within 1 business day of placing your order. Please note that this date may differ from the ship date of your items.
Changing Your Order After Placement
For all changes or cancellations, please call our Customer Service Team directly (1-800-658-9014) or emailing
altra@support.idworks.com. Due to the speed of fulfillment, we cannot guarantee an order can be changed or canceled.
Tracking Your Order
After you order has shipped, the tracking numbers will be available in the "Order History" area of the site.
Returns/Exchanges from This Website
It is our goal that you are as happy as possible with every order you place on this site. We understand that sometimes an item isn't what you hoped for, or just doesn't fit as you imagined. This is why we offer a 30-day return period on most items that are undamaged, unused, and in new condition. Any exceptions to this policy will be noted on the individual items, but Identity Works also retains the right to refuse returns or exchanges on any and all items more than 30 days after an order has delivered. For a return authorization, please email customer service at
altra@support.idworks.com. Items can be shipped back for an exchange or refund if the return/exchange is authorized.
Apparel Sizing
Apparel varies in sizing from brand to brand. Each item has a specific sizing chart posted. Be sure to check these sizing charts to ensure you are ordering the correct size.
Apparel Care
For all apparel, follow the item's care tag when caring for item. In addition to those instructions, here are some do's and don'ts when caring for decorated items.
Embroidered Apparel
Do - Wash and dry inside out
Do - Wash in cold water, gentle cycle
Don't - Iron directly on embroidered area
Don't - Wring item out
Screen Printed Apparel
Do - Wash and dry inside out
Do - Tumble dry low or hang dry
Don't - Wash in hot water
Don't - Use bleach
Don't - Iron on printed area
Heat Transfer Decorated Apparel
Do - Wash and dry inside out
Do - Wash in cold water
Do - Tumble dry low or hang dry
Don't - Iron transfer area
Don't - Dry clean
Don't - Use bleach
Overrun/Underrun Policy
For custom produced items such as printed items (business cards, letterhead, envelopes, etc.) and custom produced items (custom promotional products), Identity Works has up to a 10% over/under run policy. This means that due to the manufacturing process, you may be shipped and billed for +/- 10% of your order quantity for these types of items. If you want to ensure that you do not get less than the amount ordered, please state this in the special instructions on your order.
