Customer Service - Frequently Asked Questions

Click on your question below and jump straight to the answer. If you don't find the answer you need or continue to have trouble, please contact us.

Shopping and Checkout Questions
How do I shop on this site?
How do I change quantities?
Can I charge this order to my store or institution?
What credit cards do you accept?
Are there any special savings available when I purchase online?
What kind of sales tax do I have to pay?
Where do I send my payment?
Can I ship a single order to multiple addresses?
How do you handle orders outside the USA?
What are your shipping rates?
How do I cancel an order?
How do I return or exchange something I purchased from Michel & Company?
Why are some prices on the website higher than in the catalog?
Can I have my order shipped as a gift?
Can you drop ship orders directly to my customer?
Does my gift certificate have an expiration date?
How do I use my gift certificate to purchase from the website?
Why do item backorder dates change?
Why did the price of a product appear to increase in my shopping cart?

How Do I Pay For My Order?
Can I charge this order to my store or institution?
Where do I send my payment?
Can I bill to an international address at the Michel & Company website?
What are your shipping rates?
Can I drop-ship my order?

Security and Privacy Questions
I'm worried about credit card fraud. Is this site secure?
What if I don't want to pay by credit card?
What is your privacy policy?
How do I unsubscribe from your e-mail list?

Delivery Questions
What is the general delivery process?
What is the charge for Rush or Overnight air delivery?
Can I ship to APO/FPO addresses through the Michel & Company website?
How do I cancel an order?
How do I return or exchange something I purchased from Michel & Company?

Contacting Michel & Company
Where are you located/What is your address and phone number?

Trouble with your Michel & Company Account?
I've ordered from you before, why can't I log in?
I set up an account previously, but I can't remember my password
When I try to enter my e-mail address, it tells me "User does not exist"
I keep getting "The password you supplied is incorrect" when it is the same password I used to sign up with!
How do I delete a contact from my account?



Shopping and Checkout Questions

How do I shop on this site?

For your shopping convenience, we use what is called a "shopping cart" to help you order online. This shopping cart works just the same as a real shopping cart - it collects items you want to purchase until checkout time!

Simply browse the store and when you want to purchase an item, just click "order" and that item is added to your cart. After ordering each item, youll be shown a "Your Shopping Cart" screen that displays your items as well as a subtotal. When you are finished shopping, click "checkout" (a link on "Your Shopping Cart" screen) and follow the easy steps from there.

Navigation: We have tried to make our site as simple and easy-to-use as possible. The main destinations you will probably use are shown as "Tabs" on the very top bar.

Getting Started: If you would like to browse the site, the best place to start is to click on of the Categories that you are interested in on the top bar and this will take you to the main Category page with a listing of the Sub-Categories.

Searching: If you have an idea of what you'd like to order, try an Item Number or Keyword Search in the search box that appears on the top of the left column. If you don't find what you are looking for using a Keyword Search, you may want to modify or reduce the number of search terms used.

How do I change quantities?

When you click "order", one of the selected items is added to your shopping cart. If you want more than one, simply adjust the quantity on the "Your Shopping Cart" screen (that loads directly after clicking the "order" button), and click the "update" button. If you ever want to remove an item from your cart, just enter "0" in the quantity field, then click the "update" button. Once an order is submitted through the Michel & Company Webstore, it goes immediately into the system for processing, and it may be too late to change (all orders, however, may be returned). If you think it may NOT be too late to change, call our Customer Service Department at 800-256-7245, Monday - Friday from 9:00 AM to 6:00 PM EST, and we will do our best for you. Have your Order Number ready for the Michel & Company representative.

Can I charge this order to my store or institution?
For over 65 years, Creative Brands Michel & Company has been pleased to extend credit terms of Net 30 Days to qualifying store or institutional customers, and we will continue to offer credit terms in the future. If you have your account number and PIN, you can place an order online and charge to your Michel & Company account. Check the "I would like to charge this to my account" checkbox during checkout.

What credit cards do you accept?

We accept Visa, MasterCard, Discover, and American Express. Your credit card will not be charged until your items are shipped.

Are there any special savings available when I purchase online?

Currently the Michel & Company Webstore offers the same savings offered in our printed catalog. Web-only specials are offered periodically throughout the year. You may subscribe to our list with your e-mail address to receive information about these promotions.

What kind of sales tax do I have to pay when I shop at the Michel & Company Webstore?

If your Michel & Company Webstore order is shipped to Arizona or Tennessee, you will have to pay the appropriate sales tax for that state.

Where do I send my payment?

You may mail your payment to us at:
Michel & Company
1013 Veterans Dr
Lewisburg, TN 37091
United States of America

Can I bill to an international address at the Michel & Company website?

We are currently unable to process international orders through our website, but we can ship anywhere in the world. For all international inquiries, please email us or call 800-256-7245 Monday - Friday from 9:00 AM to 6:00 PM EST. Please note that we accept only credit card or money orders drawn on U.S. Funds for foreign shipments.

Can I drop-ship my order?

Michel & Company does offer domestic drop shipping services. All dropship orders are subject to a $5.00 processing fee in addition to normal freight costs. All dropship orders are shipped ground unless otherwise noted. Express 2nd Day Air and Next Day Air services are also available for in stock items. Freight costs will vary by shipping method. We do not offer dropship service on international shipments. For more information or to place a dropship order please call 800-256-7245.

Can I ship a single order to multiple addresses?

Unfortunately, at this time our site does not support multiple ship-to addresses. However, our account system makes it easy to place separate orders.

How do you handle orders outside the USA?

We ship anywhere in the world. For orders outside the USA, you must call our international sales department at 800-256-7245 Monday - Friday from 9:00 AM to 6:00 PM EST or e-mail us. We accept only credit card or money orders drawn on U.S. Funds for foreign shipments.

How do I cancel an order?

Once an order is submitted through the Michel & Company Webstore, it goes immediately into the system for processing, and it may be too late to cancel (all orders, however, may be returned). If you think it may NOT be too late to cancel, call our Customer Service Department at 800-256-7245 Monday - Friday from 9:00 AM to 6:00 PM EST, and we will do our best for you. Have your Order Number ready for the Michel & Company representative.

Why are some prices on the website higher than in the catalog?

Due to increases in raw materials and rising fuel costs, our production costs have and will continue to rise on some items. As much as we try to absorb these increases, it is not always possible and at times we are forced to raise our selling prices midway through a season. When this happens we do reserve the right to increase our selling prices, which will cause our Web prices to be higher than the prices printed in our current catalog. We apologize for any inconvenience this may cause.

Can you drop ship orders directly to my customer?

Yes, we can drop ship items directly to your customer. The package will included a packing slip which does not show your price. We will also NOT include any advertising in box.

Due to the increased cost to process these special orders, it has become necessary for us to charge a $5.00 drop ship processing fee per order. The fee only applies to drop ship orders.

What are your shipping rates?

Please see our shipping rates.

Can I have my order shipped as a gift?

Yes. At checkout, on the Shipping/Billing page you will be able to choose a shipping address for your order. At this time you may choose "Yes" under "Is This Order a Gift?" By choosing "Yes", a packing slip without prices will be included in the shipment.

Does my gift certificate have an expiration date?

Yes, it is one year from the date the certificate is issued.

How do I use my gift certificate to purchase from the website?

At this time, gift certificates cannot be redeemed on the website. Please call our toll-free number: 800-256-7245 to place an order using your gift certificate.

Why do item backorder dates change?

Items featured in our catalog are purchased months in advance, but unfortunately shipments can be delayed for a variety of reasons. The backorder dates you are given at the time your order is placed may fluctuate due to changes in fulfillment dates from our manufacturers and suppliers and/or transportation delays. If you have a question about a specific backordered item please call our customer service team at 800-256-7245 Monday - Friday from 9:00 AM to 6:00 PM EST.

Why did the price of a product appear to increase in my shopping cart?

In order to provide our customers with the lowest price possible, many of our items are sold in multi-packs. If the web page of your product choice shows the notation "Pieces/Pkg:" followed by a number, this means the item is a multi-pack. Multiply the price shown by the number of Pieces/Pkg for your final price.

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Security and Privacy Questions

I'm worried about credit card fraud, is this site secure?

For your comfort and safety, Michel & Company uses secure server technology (Secure Sockets Layer or SSL) to virtually eliminate the risk of an unwanted intermediary obtaining your credit card information during transmission. SSL is the standard in secure Web transactions and is the best technology available today.

All versions of 4.0 (and higher) browsers including Netscape, Microsoft Internet Explorer and AOL support the technology, but other browsers may also support it. We suggest upgrading to the newest version of your browser for maximum efficiency. Information on how to activate secure mode is available when you check out your items from this site.

What if I don't want to pay by credit card?

No problem! Though we believe in the safety and security of sending credit information over the Web, we do provide alternative methods of ordering.
  • Call your order in Monday - Friday from 9:00 AM to 6:00 PM EST: 800-256-7245
  • Order by Mail: You can also choose to mail us your order by filling out the Order Form from the catalog. Order Forms can be mailed to this address:
    Michel & Company
    1013 Veterans Dr
    Lewisburg, TN 37091
  • Order by Fax: You can also fax us your order using Order Form at 800-525-7865.
  • Note: Faxed orders will be entered only during normal business hours.
What is your privacy policy?

We take the privacy of your personal information very seriously. Please take a moment to view our full privacy policy.

How do I unsubscribe from your e-mail list?

If you choose to be on our e-mail list, you will receive updates once or twice a month. Should you ever want to be removed from the mailing list, simply enter your e-mail address at this page.

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Delivery Questions

What is the general delivery process?

Orders shipped from our warehouse can be delivered in 7-10 business days from date of order. Items personalized or shipped direct from our suppliers may require 3-4 weeks for delivery. Items ordered together are sometimes shipped separately. You will be notified if an item is temporarily out of stock. Credit card orders are charged only as each item is shipped.

What is the charge for Express or Overnight air delivery?

Express Delivery to 48 Mainland States: See our shipping page for further information.
Overnight Delivery to 48 Mainland States: See our shipping page for further information.

  • Applies to in stock items only.
  • Some oversized, heavy, or drop shipped items may be excluded (as noted in item description).
  • No P.O. boxes or APO/FPO.
  • Alaska and Hawaii overnight service only on orders received by 3 PM (E.S.T.). See our shipping page.


Can I ship to APO/FPO addresses through the Michel & Company website?

Orders shipping to APO/FPO addresses must be shipped by USPS. Please call our customer service department at 800-256-7245 Monday - Friday from 9:00 AM to 6:00 PM EST, or fax at 800-256-7245 to place your order. New federal regulations require custom paperwork for items shipping to APO/FPO addresses. Please call our customer service department or e-mail us if you have any questions.

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Contacting Michel & Company

Where are you located/What is your address and phone number?

We are located in Arizona, USA. Here's our address and contact information:

Michel & Company
5226 South 31st Place
Phoenix, AZ 85040
United States of America
Ordering : 800-256-7245, Monday - Friday from 9:00 AM to 6:00 PM EST
Fax: 800-525-7865
Customer Service: 800-256-7245 Monday - Friday from 9:00 AM to 6:00 PM EST
E-Mail: Click to e-mail us

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Account Questions

I've ordered from you before, why can't I log in?

Unfortunately, having ordered offline does not automatically give you an account on our site. But setting one up is easy! Simply fill in the fields in the "New Account" section and continue with your order. You will have to fill in all of your information for this order, but on subsequent orders you can log in using the "Existing Account" section and your information will be recalled.

I set up an account previously, but I can't remember my password.

No problem! Just click the "forgot password" link on the login page (or click here). You will go to a screen that asks you to enter your e-mail address, and once you click "submit" you will be e-mailed a new password. If you would like to set your own password so that it will be more memorable (recommended), then follow the instructions in the e-mail you receive to set your own password. Once you are done with this, simply return to the site to the login screen. The site will have remembered your order.

When I try to enter my e-mail address, it tells me "User does not exist"

There could be a number of reasons for this. The account system is case-sensitive, so be sure you are entering your e-mail address and password just as you typed them when you created your account. Also, be sure your Caps Lock is not on.

Sometimes e-mail addresses can have slightly different domains, for example "user@email.msn.com" and "user@msn.com" are actually the same e-mail address, but one will not match the other on our account system. Be sure you're using the same e-mail domain you signed up with.

If you are an AOL user, be sure to check that you are adding "@aol.com" to your screen name.

Finally, be sure you're adding the correct extension on to your e-mail domain name, for example ".com", ".net" or ".org". If none of these suggestions help, please contact us and we can look up your account.

I keep getting "The password you supplied is incorrect" when it is the same password I used to sign up with!

Remember, the account system is case sensitive. You have to type in your login and password exactly as you entered it when you created the account. Also, be sure to check your Caps Lock is not on. If all else fails, follow the "forgot password" link to receive a replacement password.



How do I delete a contact from my account?

Unfortunately this feature is not yet supported online. To protect your account from unauthorized use, we require you to contact us by email or call us Toll-Free at 800-256-7245 to delete any contacts.

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