FAQ

Why didn’t I receive an e-mail confirmation?
An order confirmation is e-mailed to you within one business day of our receipt of your order. There are several reasons why you might not have received an order confirmation: 
• We may not have received your order
• Your order may be processing. Please allow one full business day for the order confirmation to be sent.
• We may have an incorrect or invalid e-mail address for you. Please e-mail BannerHealth@identitymarketing-az.com with your correct e-mail address and we will update our system.
• There may have been a problem with the e-mail service. If more than one business day has passed since you placed your order and you have not heard from us yet, then please e-mail BannerHealth@identitymarketing-az.com or call (480) 785-0335, for further assistance from 8am-5pm MST Monday through Friday.

When will my order be delivered?
Orders placed by 11:00 a.m. Mountain Standard Time will be shipped the next business day based on inventory availability.   An item shipped via standard domestic ground shipping will be delivered within 2-5 business days of your order date, depending upon where the order is shipping. 

Can I have an order shipped to my PO Box? 
We’re sorry, but we do not deliver to PO Boxes.

What if my item is not in stock?
You will receive an email notification from us telling you approximate time of shipment. We will ship items when they come available or we can work with you to replace your order with an item more readily available. Any out-of-stock items will be shipped immediately after inventory has been replenished. 

If I send a gift, will the recipient receive an invoice? 
No. Please enter on the order form comment section that this is a GIFT and we will make sure not to include the invoice in the appropriate shipment.

How do I change or cancel an order?
Simply e-mail BannerHealth@identitymarketing-az.com with your order information within 24 hours of placing your order and one of our team members will contact you before your order ships. We’ll make any corrections or revisions necessary at your request. If you prefer to speak with someone personally, then call (480) 785-0335 between 8am-5pm Monday through Friday. 

What methods of payment do you accept? 
Online, we accept Visa, Master Card, Discover, or American Express. We also accept Banner Health Purchase Orders and approved gift certificates.

How do I pay with a gift certificate/coupon?
To pay with a gift certificate: 
• Select the Gift Certificate payment option when you’re prompted for a Billing Method. 
• List the gift certificate number on the order form.
• Please provide your credit card information to pay any amount due over the value of the gift certificate.

Will my credit card be charged immediately? 
Credit Card orders will be charged to your card within 2 business days of our receipt of your order.

Can I place my order by telephone instead of online?
No, Orders will be accepted via online ordering system, or via fax with Banner Health approved Bulk order forms.  These forms can be downloaded from the general information section of the website.

Who do I contact with questions about my order? 
If you have questions about the merchandise, your online order, or require assistance with the ordering process, please feel free to contact Identity Marketing Monday through Friday between the hours of 8:00 am and 5:00 PM MST. A friendly, knowledgeable team is available to assist you at (480) 785-0335 or via e-mail at BannerHealth@identitymarketing-az.com. If you have special needs or large order requests, please e-mail Kristin Rezler at BannerHealth@identitymarketing-az.com for assistance.

What is the return policy? 

• Returns/exchanges will only be accepted on defective merchandise.  Items worn or washed are not eligible for return or exchange.  
• All exchanges must be made within 30 days of the receipt date. A receipt is required for all returns and exchanges. 
• Exchanges will be issued within 2 business days of our receipt of the returned goods, and then applied to the original purchase credit card used or exchanged for other merchandise at your request.
• Shipping and handling charges are not refunded.

How do I exchange an item? 

If you wish to exchange your online purchase due to a manufacturer’s defect.  Personalized items cannot be exchanged if a wrong size or logo was ordered .If you wish to exchange your online purchase, then please contact Customer Service at BannerHealth@identitymarketing-az.com or (480) 785-0335 from 8am to 5pm MST Monday through Friday. Confirmation e-mail will be sent to you within 2 business days of our receipt of your returned goods.

Is the site secure? Is my credit card, address, and other personal information protected? What is your privacy and security policy?
Banner's Brand Central Store will take every step necessary to secure your information against unauthorized access. One such step is offering you access to the online store via SSL (Secure Socket Layer) encryption. In addition, all information and data entered in the online store will be handled in a CONFIDENTIAL and SECURE manner. We will not make your data available to anyone other than order fulfillment personnel.

How do I order custom merchandise or large quantities?
If you have special needs like a custom or large quantity order request, then please e-mail BannerHealth@identitymarketing-az.com for assistance.

What are the dimensions of the garments? How can I determine what size I need in any given garment?
See the generic standard sizing chart under the general information section of the website.  

Still have questions please email us at BannerHealth@identitymarketing-az.com or call (480) 785-0335 from 8am to 5pm MST.