Customer Service Information


Contact Us

For all of your customer service and technical support needs, please contact our Customer Service Center via email at IACPsupport@robertsonmarketing.com.

Phone: (877) 342-7281
Hours: Between 8:00 a.m. and 6:00 p.m. Eastern Standard Time. 


Purchasing

The IACP Online Marketplace accepts the following methods of payment:
Visa, MasterCard, American Express, and Discover.

creditcards

If we are unable to process your credit card, please check to ensure you entered the correct card number and expiration date. The billing name and address must match exactly with what is listed on your credit card statement. Please contact your credit card company with any further questions. 

We are unable to accept cash or checks.


Shipping

Orders are processed Monday through Friday, and our goal is 100 percent accuracy on quantity and timeliness for all shipments. 

Standard (UPS Ground), non-expedited orders received, will ship within two business days (48 hours). Express-shipping orders (Next Day, 2nd Day or 3 Day Select UPS orders) placed by 3 p.m. Eastern Standard Time, pending credit card authorization, will be shipped the same day. 

All standard deliveries are shipped via UPS Ground and should arrive within four to seven days. We do not ship to PO Boxes. 

All orders will arrive with a packing slip. Please confirm that all the information on the packing slip is consistent with the materials in the box. If you find a discrepancy or any damaged materials, please keep your original packaging and contact customer service at (877) 342-7281 

IACP Online Store ships to domestic and international locations. We do not ship to Post Office (PO) boxes.

  • For East Coast locations – orders will arrive within one to three days of shipment via ground service.
  • For West Coast locations – orders will arrive within four to six days of shipment via ground service. 
  • For international locations – orders will arrive within five to seven days of shipment, assuming normal customs clearance.
International Shipping

International shipping is available to the international locations as shown in the country drop down box of the check-out screens.

For international shipments, you will be contacted prior to shipment with estimated freight charges for your approval. Please note that any duties and taxes placed on orders will need to be paid for by the purchaser. There is an additional document handling fee of $15 for all international orders.


Order Status

You will receive an order confirmation e-mail when you submit your order. If you have questions about your order, please contact Customer Service at IACPsupport@robertsonmarketing.com or by phone at (877) 342-7281 between the hours of 8 a.m. and 6 p.m. Eastern time.


Tracking Packages

You will receive a shipment confirmation e-mail including the tracking information when your order ships. Please note that it may take 24 hours after shipment before tracking information appears on the carrier’s Web site.


Returns

Unwashed, unworn, or unused merchandise may be returned within 90 days from the date of purchase with an original receipt.

To return, please include original packing slip and circle the item(s) that you are returning. For a return, we will credit the card used to place the order.

Pack and seal your return securely in the original package. Packages must be returned prepaid – we do not accept COD deliveries.

International Returns: if the Buyer refuses the shipment upon delivery, Buyer will be charged for Shipping & Handling and the document processing fee. We will refund the purchase price of the products.


Please return the package to:
Returns Department IACP/RMG
359 Kesler Mill Road
Salem, VA 24153

We will only refund shipping charges if we've sent the wrong item, or if the item sent is damaged or defective.


Security

We have made every effort to safeguard the information transmitted to this site. Below, we have provided some technical information that will help you understand the safeguards we have instituted for your protection.

We are utilizing the industry standard SSL (Secure Sockets Layer) security protocol that our database uses to interact with secure browsers. The secure browsers we support include Microsoft Internet Explorer, Firefox , Chrome , Opera and Safari . Don't worry if you are not sure if your browser supports SSL. We have designed our catalog so that it will not allow you to transmit the order without SSL functionality.

In areas such as the check-out area, vital information is exchanged. In this area we use the SSL protocol to safeguard the data. In most browsers, your URL address will change from 'http" to "https. This is your cue that you have entered a secure area. Some browsers will even notify the user once they leave a secure site. A pop-up window will appear letting you know you have left a secure area. Do not be concerned if this message appears during your electronic session.

After your information has been transmitted, we process your order on a different server that is not connected to the internet. This server does not have any outside modems or links to the outside world. All information on this server is protected with multiple layers of software security.