Q: What is the standard order processing time?
A: Standard orders typically take 2-3 days to be processed and fulfilled by our warehouse team. For the CrowdStrike Inventory Management site, all orders are reviewed to cross-check the requested in-hands date against the requested ship method. Rush shipments submitted before 12pm PST may be expedited to ship same-day, and our team may upgrade the ship method as needed to make sure the order arrives on time.
Q: How does the requested in-hands date work?
A: Unless there is a firm delivery window listed, our team may target the day before your requested in-hands date for delivery, to allow for any minor transit delays that may occur with UPS. If your shipment can arrive early, please let us know! It is always better to ship earlier than later.
Q: Should I ship to the advanced warehouse or direct to show site?
A: Whenever possible, we recommend shipping to the advance warehouse. The delivery dates are more flexible, the materials will be delivered to your booth prior to the official exhibitor move-in time, and you will have sufficient time to confirm that your shipment has arrived and everything is intact.
Q: There are event-specific shipping instructions that need to be followed (such as advance warehouse labels, additional delivery requirements, or coordination with the show management team). What is the best way to provide this information?
A: At checkout, please indicate in the "Shipping Notes" section that there will be additional instructions or labels to follow. Once you receive your order confirmation email, you can reply to that email with any instructions or attachments. Your reply will go to our customer service team at msol.customerservice@halo.com.
Q: How can I get a replacement return label?
A: Our customer service team can help! Please reach out to msol.customerservice@halo.com with your order number. We can provide you (or your onsite team member) with a return label via email.
Q: I ordered items for my event that were custom-produced by HALO (not part of the existing site inventory). Can I return these items to the HALO warehouse and add them to stock?
A: Yes! As long as there are more than 50 units remaining, we can add those items to your site. Our team will QA and count the returned merchandise upon arrival. Please note that there is an extended lead time to get these items added to live inventory.
Q: I have items at my event that were not produced by HALO. Can I return these items to the HALO warehouse and add them to stock?
A: Items not produced by HALO should be fully distributed at events.
Q: I am shipping to an international event. Can I send items back when the event is over?
A: Unfortunately international return service is not available due to customs clearance requirements for shipments re-entering the US. If you are shipping to an international event, please plan to distribute any remaining merchandise at the event, or work with a local CrowdStrike office to store leftover items.
Q: I am shipping to an international event that has a small receiving window. What is the best approach?
A: We are not able to guarantee international delivery dates. If your event has a small receiving window (ex: 3-4 days or less), we recommend shipping earlier and having the order delivered locally to someone who can bring the items to the event, such as a local CrowdStrike office or the receiver's hotel.
Q: What can we do to help make sure international shipments deliver successfully?
A: International shipment information must include a valid phone number and email address for the recipient. As part of the customs clearance process, many countries require direct contact with the package recipient to verify delivery details and relevant personal information; if customs is not able to reach the recipient in a timely manner, it is possible that they may have packages abandoned or returned.
Q: What do I do if customs requests information like broker details or Power of Attorney?
A: UPS should always act as the broker for all shipments whenever possible. The only exception to this is countries or commodities where UPS is prohibited from acting as the broker; in this case, please reach out to HALO customer service for additional support. Some countries may require a Power of Attorney for clearance. If this is requested, please contact HALO customer service to provide forms and guidance.
Customer Service Contact: msol.customerservice@brandvia.com
Q: How do duties and taxes work?
A: HALO ships all orders as DDP, "delivered duty paid". The recipient of the package should not be responsible for any duties, taxes or fees that can be paid as part of DDP. If a recipient receives a request for payment from UPS as part of a delivery, they should not issue payment and should notify UPS that all charges are meant to be paid by the shipper (HALO). They can also reach out to the HALO customer service team and HALO can connect with UPS to resolve any charges. Exceptions may include VAT or other ancillary charges that cannot be billed outside of the destination country.
It is important to note that once payment is issued, UPS does not provide refunds. In case payment is mistakenly issued or there are charges that cannot be covered by DDP, the best resolution is for the recipient to submit the amount to CrowdStrike for reimbursement.
If you have any other questions, please feel free to reach out to us at msol.customerservice@halo.com. Thank you!