FAQs

Q: How do I order merchandise on Smilemakers?

A: Orders may be placed online or by calling Smilemakers customer service. See address and numbers below. For orders being charged to an Account Number, please complete your manager’s name and e-mail address in your profile.

Address: IMS/Smilemakers  

                    10100 58th Place

                    Kenosha, WI 53144

Order Toll Free: 1.800.421.4332

Hours: Monday - Friday, 7:00 am - 5:00 pm (CST)

E-mail: mcdonalds@imsretail.com

 

If any items on your order are on backorder, you are given the option to ship the available items immediately or to hold the order and ship complete when all items are available. You will be asked to make this selection on the Shopping Cart page - allow partial shipments "YES" or not allow "NO." If you allow partial shipments "YES," an additional shipping charge will be added each time a shipment is sent out. If allowing partial shipments is selected "NO," your entire order will be held until all items, including any backordered products, are ready to ship together in a single delivery. If you need items to arrive by a specific date, it is recommended to allow partial shipments "YES" to ensure shipping of items as they come into stock. 

Although your credit card will only be charged as items ship, you may notice an account authorization for the full order amount. Please allow up to 72 hours for the authorization to clear.

Please note: If you are looking to ship to a location outside of the United States, payment will be required before your order can ship. See our page on International Orders for more details.

 

Q: I am using the Safari browser and am having trouble ordering, what should I do?

A:  On your iPhone or iPad, go to private browsing mode to make your purchase. You can also go to Settings -> Safari and turn off the Prevent Cross-Site Tracking option.

On your Mac laptop or desktop, you can also shop via Private mode. Or, click on Safari menu item -> Preference, then uncheck the Prevent Cross-Site Tracking; option. You can also use Chrome or Firefox browers instead of Safari.

 

Q: Can I pay by credit card for my order?

A: Yes  

• For payment by credit card, you will receive a separate email from nopreply@snappayglobal.com with the subject line "IMS Branded:  Payment Authorization Requested."  This email will include a secure link to submit your credit card information after you confirm your order at checkout on the Smilemakers website. 
• If credit card information has not been provided within 48 hours of when the order was confirmed, the order will be cancelled automatically.  Please submit your credit card information via the payment link in the email form as soon as possible to avoid any delays with your order. 
• If you do not receive the email please check your spam or junk folder. If you still do not receive with the payment link within 1 hour of confirming your order, please contact Smilemakers customer service for assistance.  Do not submit a duplicate order.

 

Q: Which credit cards do you accept for payment?

A: IMS accepts the following credit cards for payment: MasterCard, Visa, American Express, and Discover. Your credit card is billed once the order is shipped.

• For payment by credit card, you will receive a separate email from nopreply@snappayglobal.com with the subject line "IMS Branded:  Payment Authorization Requested."  This email will include a secure link to submit your credit card information after you confirm your order at checkout on the Smilemakers website. 
• If credit card information has not been provided within 48 hours of when the order was confirmed, the order will be cancelled automatically.  Please submit your credit card information via the payment link in the email form as soon as possible to avoid any delays with your order. 
• If you do not receive the email please check your spam or junk folder. If you still do not receive with the payment link within 1 hour of confirming your order, please contact Smilemakers customer service for assistance.  Do not submit a duplicate order.

Our secure server software (SSL) provides for secure commerce transactions. It encrypts all of your personal information, including credit card number, email address, name, and address, so that it cannot be read as the information travels over the Internet. No unauthorized parties can read the information you send.

In accordance with the law, tax for products that do not include tax in the sell price and brokerage will be added at the time of invoice.

 

Q: How do I provide payment with open billing?

A: If your profile has been approved for Open Billing, please select the 'Please activate my current open billing account' option in your account settings. Your profile will be updated within 2 business days. Once approved, an open billing payment option will be available during your checkout process. Orders being charged to an account number must include the Manager’s name and e-mail address, if applicable.

If you would like to request an open billing account, please navigate to your account settings and select 'Please create a new open billing account for my profile' option. Your profile will be updated within 2 business days. If you require immediate approval, please contact Customer Service at 1.800.421.4332.

To pay for your invoice, you can contact custpay@imsretail.com

 

Q: When will my order deliver?

A: Most orders will ship within 48 hours. Please allow 3-10 business days for standard FedEx delivery (distance dictates delivery days.) Due to product demand, some items may be temporarily unavailable when your order is placed. You can see the availability of each item in the Product Detail screen. If an item is not currently available, the expected in-stock date will be listed.

If any items on your order are on backorder, you are given the option to ship the available items immediately or to hold the order and ship complete when all items are available (Partial Shipments). You will be asked to make this selection on the Shopping Cart page. An additional shipping charge will be added each time a shipment is sent out. If you need items to arrive by a specific date, it is recommended to allow partial shipments to ensure delivery as needed.

Shipping charges are billed based on weight, destination and freight service. The estimated shipping that appears on your order confirmation is ONLY shown to assist in calculating approximate freight charges. You will be charged actual shipping costs that will be calculated at the time of shipment.

Credit card orders will automatically be charged shipping amounts.

Estimated shipping for domestic orders is calculated on weight, dimension and destination.

Rush Orders

If a rush is needed on your order, please select your requested delivery date on the Shopping Cart page. The carrier options may be limited to expedited service based on the requested day that you have selected. Expedited shipping is approximately 3 times the cost of standard FedEx shipping.

 

Q: How quickly can I receive backordered items?

A: IMS does its best to have all online shop products in stock, all the time. Occasionally an item is on backorder, which means that it is not currently in stock but is due into the warehouse. Backorders are usually filled within 15 - 20 business days. You can see the availability of each item in the Product Detail screen. If an item is not currently available, the expected in-stock date will be listed. 

Presell/Pre-Order items will indicate when you can expect shipping and/or delivery in the description for each product.

If any items on your order are on backorder, you are given the option to ship the available items immediately or to hold the order and ship complete when all items are available. You will be asked to make this selection on the Shopping Cart page - allow partial shipments "YES" or not allow "NO." If you allow partial shipments "YES," an additional shipping charge will be added each time a shipment is sent out. If allowing partial shipments is selected "NO," your entire order will be held until all items, including any backordered products, are ready to ship together in a single delivery. If you need items to arrive by a specific date, it is recommended to allow partial shipments "YES" to ensure shipping of items as they come into stock. 

 

Q: How do I return or exchange merchandise?

A: We stand behind the quality of all our products with our "Satisfaction Guarantee". If you are not completely satisfied with your purchase for any reason, simply return the merchandise within 30 days of receipt for a full refund (less shipping charges) on unused items and unworn, unwashed garments. Your shipment will contain a packing list/invoice that includes a return form on the back. To begin the process of your return or exchange, please reference your Sales Order/confirmation number and complete this form to include it with your return shipment. Follow the guidelines on the Returns & Exchange form on the back side of your packing slip for instructions on shipping back a return.

Custom orders and marked down sale/clearance items are non-refundable, as well as PPE, food, dated items/calendars, Holiday/seasonal and presell or merchandise created to support a limited time campaign.  

Returns are processed within 2-4 weeks of receipt. Credit will be issued against the original purchasing card or billing account once your return has been received and processed. Custom orders and marked down/clearance items are non-refundable. For additional details, call: 1-800-421-4332 or email mcdonalds@imsretail.com.

 

Q: How are products safety tested?

A: Smilemakers products are tested to US requirements and select items are tested to Canadian requirements.  Items tested for Canada are noted on each item.  If you have further questions, please call our Customer Service Department at 1.800.421.4332.

 

Q: How can I get items customized?

A: Looking for something different or a specific logo? We can customize almost anything! Complete the Custom Order Form for help finding and ordering your item. Large quantity quotes are also available.

 

Q: How is pricing determined?

A: All prices are in US Dollars F.O.B. shipping point. Additional price quotes may be available based on large quantities. Prices and specifications are subject to change without notice.

All products are based upon availability. Some products are artist renderings and subject to change in production.

All trademarks and logos used are either owned by IMS or used with the permission of McDonald's Corporation.

 

Q:   Can I purchase or redeem virtual gift cards online?

A: Yes, our new website platform allows you to purchase and redeem virtual gift cards. To order, simply search for 'gift card' and select the 'Virtual Gift Card' item that appears. The virtual gift card redemption is available at the bottom of the shopping cart page.

Some key benefits of this option are the reusable redemption code and simple balance tracking.
 

Q: How do I redeem gift certificates?

A: Simply enter the gift card number in the gift card field in your shopping cart at checkout

 

Q: What should I use the Smilemakers product for?

A: The products available through the Smilemakers Catalog can be used for a number of purposes as indicated below, just to name a few:

-  Thank you's for employees and customers

-  Momentos for conventions, meetings and events

-  Community involvement

-  RMHC fundraising events

-  Brand building

-  Weekend and event uniforms

-  Incentives for Crew and employees

-  New product launches

-  Local store marketing and PR

-  Grand Openings and Re-Openings

 

If you have further questions or comments, please contact IMS Customer Service.

Hours: Monday - Friday, 7:00 am - 5:00 pm (CST)

    

Phone: 1.800.421.4332

E-mail: mcdonalds@imsretail.com