Frequently Asked Questions


Do I need to set up an account to place an order?

Yes.  On your first order, you will be prompted to create an account. This will make future orders easier as it will retain your order history and information. 

Please confirm your account via email prior to placing your first order.

 

What are your hours?

Fulfillment and customer service for The eBay Shop online store operate weekdays from 8AM-5PM Pacific, excluding holidays.

 

Do you have a physical retail store?

Yes!  The eBay Retail Store can be found on the Whitman Campus and is open weekdays 9AM-3PM.

 

What day is the free weekly courier?

Our Free Weekly Courier delivers to both the North Campus and the Whitman Campus receiving departments on Wednesdays.  The receiving department will then deliver to your desk within 1-3 business days. 


How do we pay for merchandise?

The eBay Shop online store accepts payment by credit card or PayPal.

 

Can I order items and have them drop shipped to a customer?

Yes. Just enter the customer contact name and shipping address in the shipping address field. No prices or billing information will appear on the packing slip.

 

When will I receive confirmation for my order?

Immediately upon placing your order, you will receive an email confirmation with the order details. Shipment confirmations will be sent at the end of the shipping business day.

 

Who pays for the shipping costs? 

A Free Weekly Courier option is available for San Jose employees. 

 

When will my order ship?

If there is inventory available, orders placed and authorized:

  • Before 12 Noon Pacific Time, ship same business day
  • After 12 Noon Pacific Time, ship next business day

 

Does The eBay Shop ship to international addresses?

Yes! For all  international addresses, FedEx shipping is available.

 

When will my order be delivered?

Orders ship from San Jose, California with the following ESTIMATED timelines:

  • FedEx Priority Overnight = 1 business day after ship date (AM delivery)
  • FedEx Standard Overnight = 1 business day after ship date (PM delivery)
  • FedEx 2Day = 2 business days after ship date
  • FedEx Express Saver = 3 business days after ship date
  • FedEx Ground: 1-5 business days after ship date, depending on proximity to San Jose, California

 

How do I cancel my order?

Please contact BrandVia Customer Service at customerservice4@brandvia.com or 408-952-5850 before 2PM on the business day your order is scheduled to be shipped.

 

How do I find out the status of my order and tracking information?

The status of your order(s) can be viewed online under “My Account”.  Shipment confirmations with tracking information are sent via email at end of the business day your order was shipped.

 

How do I conduct a refund or exchange?

A pre-paid FedEx return label is included with all domestic FedEx shipments. You can use this to return the item.  Please include a note with the return indicating whether you would like a refund or exchange.  We will process the refund or exchange request within a few business days.

If your order was sent via the Free Weekly Courier, please email customerservice4@brandvia.com for a pre-paid FedEx return labels.

Walk-in returns are welcomed. 

Returns from outside the U.S. can be shipped at the customer’s expense or on a customer-provided FedEx account. 


How do I change the shipping address for my order?

If you need to change the shipping address of your order and the order has not shipped please call us at 408-952-5850 or email us at  customerservice4@brandvia.com  

Please reference your order number when you call or email.

 

Where can I provide feedback about The eBay Shop?

We would love to hear your feedback and suggestions! Just email customerservice4@brandvia.com.