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Help Desk Guide
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Ultimate Paintball's website uses all the latest and greatest technology.  In doing so it will only work to its full potential if you are using the latest browsers.  You should be using the latest browsers anyways since they give you more security. 
Account Information Shipping
Billing Order Status

 

Returns Warranty
Buyer Help International Orders
About Us Christmas


Account Information
What are the advantages of creating an account?
You do not need to create an account to checkout.  The advantages of an account is you can create wish lists, leave product reviews, check your tracking information, review past orders, fast checkout since your billing and shipping address will be pre filled in, plus more that we are probably forgetting.

I forgot my password?
No problem just click on the Your Account link at the top right.  Enter your username in the space provided and click submit.  Your password will then be emailed to the registered email address.

How do I edit my account information?
Thats an easy one just click on the Your Account link at the top right and login.  Now your account information will be displayed.  From here you can change your email address, password, phone number, billing address, and shipping address.

What is my Wish List?
Your wish list can only be used for registered accounts.  This is a fun tool you can use and is easy to do.  Just click on whatever paintball gear you are wanting to buy in the future.  Next to the add to cart button is add to wishlist button.  Just click on it and now that item is in your wishlist.  At anytime you can view your wishlist by clicking on the View Wishlist button at top right.  From here you can view your wishlist items and move them to your shopping cart when you are ready to purchase.



Billing

What are your payment terms?
Ultimate Paintball accepts all the major credit cards Visa, Mastercard, American Express, and Discover.  We also accept Paypal and wire transfers. International customers can also call in orders and pay by wire transfer or Western Union.

I have a question about a charge?
Any questions you have can be handled over the phone at 573-358-1300 option 1 for customer service, thru live chat, or if you want send an email to customerservice@pntball.com

When will my credit card be charged?
Your credit card will be authorized and charged whenever you place the order.  If your payment was declined for any reason an authorization will still be done.  An authorization will still show up like a charge on your credit card but will drop off normally after 3-5 business days.

When will my credit appear back on my card?
If you have a refund because of a returned order, back order, or your order could not be shipped so you have credit owed to you, your credit will appear back on your card normally with 2-3 business days once the refund has been done.  We have seen it take as long as 10 business days though, it all depends on your credit card company.

Will I get charged sales tax?
Sales tax will only be charged if the order is being shipped in Missouri.  The sales tax is 5.975% only for Missouri orders.

Do you offer quantity discounts?
Yes we do offer quantity discounts for certain brands.  To see a list of all the brands and discounts click here.



Returns

What is Ultimate Paintball's Return Policy?

Ultimate Paintball wants you to be happy with your purchase. If you are not 100% satisfied with your purchase you can return your order to Ultimate Paintball for a full refund minus shipping. We want you to have a great shopping experience and that means an easy return process too. We will pay for the shipping back to us if the item arrives defective or if for some reason the order was messed up, so you don't have to worry about the return process. Ultimate Paintball's return policy is the best in the industry because it is made for you. All our products are brand new factory sealed.  We will take back any item within 30 days if it is factory sealed unopened and in original condition.  We will exchange accessories that are covered under warranty. All markers are covered under warranty from the manufacture, most are for a year except for Tippmann they have a 2 year warranty. To speed up the process please use our return form click here. Please fill out the return form first and then you may call 573-358-1300 to get an update on your return

Holiday Return Policy
We will extend the return policy for orders placed from November 1st thru December 15th to January 15th the following year.

Can I return anything?
You may return most merchandise within 30 days of the original invoice date. Certain products may not be returned for any reason, including paintballs or any washed or worn--beyond fitting--apparel item.

My item is unopened and unused.
Unopened and unused products may be returned for a credit to your PayPal account, credit or debit card. Merchandise must be returned complete with all the original manufacturer's packaging, manual(s), blank warranty cards, miscellaneous parts and accessories. Please fill out our return from located at http://support.ultimatepaintball.com Incomplete returns will be subject to additional charges at our discretion, and any item sent back with obvious signs of use or wear will be subject to a minimum 25% restocking fee. Unless you were shipped something incorrect or defective, we cannot refund shipping charges or transit insurance.  If you received free shipping we will deduct the shipping charges if you are wanting a refund.  If you just want to exchange for something else then we won't deduct the free shipping charges.

What about open or used items?
Open or used products returned to Ultimate Paintball for a refund will be subject to a restocking fee to be determined upon receipt to us. This restocking fee will vary depending on the condition of the returned merchandise. Merchandise that has been used and/or shows signs of wear and tear may be subject to a restocking fee of up to 75%. Regarding returned items, used is defined as any attempts to install, fire, wear or wash. To avoid the restocking fee you may get a replacement or take store credit.

Paintball Guns
Since all of our guns are shipped to you brand new, factory sealed, and with a one-year warranty, you will need to contact the manufacturer about any issues you are having regarding a marker purchased from us. You can find their contact information in the owner's manual that was included, and also on their official website (if you need this information, feel free to contact us for the URL.) We cannot accept any opened markers back for a refund, only a repair which will be shipped to the manufacturer. Thank you

How do I return or exchange my product?
Ultimate Paintball will issue a credit for all returns that are brand new in resellable condition.  Please fill out our return form at http://support.ultimatepaintball.com We will issue you a return Fedex label if you are returning/exchanging because we sent the wrong item.  If you are returning the product and it wasn't our fault then you must ship it back.  Now we can immediately ship out the new order if you want us to charge your credit card and then we will credit it once we get the return.  Shipping charges may apply if the return/exchange is not our fault. The other option is we can wait till we get the return and credit the card and then charge the card for the exchange and then ship out.

I recieved the incorrect product
To speed up the return process please use our return form at http://support.ultimatepaintball.com. We will issue you a return Fedex label if you are returning/exchanging because we sent the wrong item. Now we can immediately ship out the correct items if you want us to charge your credit card and then we will credit it once we get the return.  The other option is we can wait till we get the return and credit the card and then charge the card for the exchange and then ship out.



Buyer Help

How do I use a coupon code?
Thats an easy one just enter the coupon code near the bottom of the view cart screen and then click update cart.

How do I navigate the site?
The Ultimate Paintball site is using the newest greatest technology called reductive navigation.  This makes it so simple to filter down to what you are specifically looking for.  You want to look at only red masks in the $50 price range you can do that easily. 

So first click on whatever category or do a search.  Then on the left side will be all the reductive filters.  The most common are brand, subcategory, type, color, size, and price.  For example click on paintball guns category.  Say you are only wanting Tippmann guns so then click on Tippmann on the left side under brand.  Now you only see Tippmann paintball guns.  Now you only want guns in the $100-$200 price range so click on that filter on the left side under price.  You now see Tippmann guns in the $100-$200 price range.

With the reductive navigation, wish lists, low price guarantee, one page checkout, free shipping, quantity discounts, plus more makes Ultimate Paintball the premier online store for your paintball gear.

How do I use a Gift Certificate?
Every gift certificate has a unique number identified with it. Enter that number into the coupon section at the very bottom of the shopping cart. Then during checkout the gift certificate will automatically be applied to the order subtotal. If there is money left over it will be saved and you can use the remaining balance on your next order.


Shipping

Does my billing & shipping address have to match?
For fraud protection purposes, we require that all address information match what is on file with the credit card company. If you are shipping to an address other than your billing address, the shipping address must also be listed with your financial institution as an alternate address. This can easily be done by calling the number on your statement or the back of your credit card. Once this is done please call us at 573-358-1300 option 1 to speed up the process, we will then call your credit card company to verify the address has been added. If both addresses are on file with the credit card company, then we can ship out your order. This process does take more time on our end to have everything verified. So if you need your order shipped out right away then please have the order shipped to your billing address. Thank You.

How much is shipping?
First if the order is over $99 you can select the super saver shipping for free for the 48 continental States. To calculate other shipping method prices add all the items to your cart and checkout. On the first page of the checkout once you login or fill out your address information the shipping prices will then show.

When will my order ship?
If you place an order by 1pm most orders will ship out the same day Monday thru Friday. If you place an order over the weekend, almost always will ship out that Monday. Some exceptions is when we get an abundant amount of orders over the weekend then it will ship on Tuesday or if your order has to go thru our fraud check program. We do prioritize 2nd day and Next day orders we make sure they go out first.

Our Fedex Economy shipping offers you free shipping for all orders over $99. If you choose this method your order may take 3-8 business days for delivery - most deliveries are 4-6 business days. No guarantee delivery days for economy shipping. Good for the 48 continental states only and APO, FPO, Puerto Rico, Hawaii, Alaska, and PO Boxes. Phone orders do not apply for free shipping.

For only $9.95 flat rate shipping you can upgrade to Fedex Ground shipping. This also includes insurance, we are the only paintball company giving you free insurance. Shipping times is 1-4 business days. Good for the 48 continental states only, does not apply for APO, FPO, Puerto Rico, Hawaii, Alaska, and PO Boxes.

Does my order require a signature?
For all orders over $500 a signature is required. If you will not be home you can go to your local Fedex hub to pick up your package.

How can I track my package?
Make sure you sign up for an account when you check out. If you do this all your order history will be saved with your login. Just go to your account which is in the upper right corner. Log in and your order information will be at the bottom of the screen. Which shows your order number, order value, shipping status, and tracking numbers.

What is the free shipping?
Our Fedex Economy shipping offers you free shipping for all orders over $99. If you choose this method your order may take 3-8 business days for delivery - most deliveries are 4-6 business days. No guarantee delivery days for economy shipping. Good for the 48 continental states only and does not include APO, FPO, Puerto Rico, Hawaii, Alaska, and PO Boxes. Phone orders do not apply for free shipping. There is no promo codes the shipping will automatically be free if your order is over $99 for the super saver shipping method.

APO/FPO Easy Shipping
We have partnered with APOBOX.com which gives military personnel a US address.  Then we ship to your APO BOX address then APOBOX.com ships your goods to your APO/FPO address.  This in most cases saves you money and you get your goods faster.


Order Status
What do I do if my order never arrived?
First log in to your account and check the tracking information. If it shows delivered then please check with everyone in the household to make sure someone did not already accept the package. Also check the front and back porch or wherever your Fedex driver normally leaves packages. Sometimes Fedex will even leave a package with a neighbor so please check there too. If the package is nowhere to be found call us at 573-358-1300 option 1 or use the live chat and we can have a tracer put on the package. Normally within 7 business days Fedex will get back with us with an answer and then from there depending on what they tell us will depend on what happens next.

How do I cancel my order or make changes?
If you need to cancel your order or make any changes to it please call us at 573-358-1300 option 1 or use the live chat immediately. We ship out a lot of orders same day and there is a good chance your order will have already been shipped. If this is the case just refuse the order when you get it and once it is delivered back to us we will refund the order minus shipping charges.



Warranty
I received a doa product
If you receive a dead on arrival product or a broken product please call us immediately at 573-358-1300 option 1 or use the live chat. You must contact us within 5 days of receiving the goods after this it will be considered warranty repair. We will issue you an RMA and a Fedex label to return the product back to us and then we will send you out a new item once we receive the damaged item back.

Who should I contact for warranty repairs?
Ultimate Paintball does not provide any warranty service for any products. If you have opened up a product and have used it so it was working when you received it and now it is not, this requires warranty repair. You must contact the manufacture of the product. We will only take back dead on arrival products which is the product never worked as soon as you received the item and called us immediately.

The major paintball manufacture phone numbers:
  1. BT, Invert, Empire, PMI, JT, Extreme Rage, Halo: 1-800-724-6822
  2. Custom Products: 1-480-539-4820
  3. Dye or Proto: 858-536-5183
  4. Guerrilla Air: 562-408-6666
  5. GXG: 866-359-9248
  6. J&J Barrels: 330-567-2455
  7. Lapco: 800-640-8085
  8. NcStar: 626-575-1518
  9. Ninja: 877-646-5287
  10. Save Phace: 866-783-3223
  11. Spyder: 1-888-Kingman
  12. Tippmann: 1-800-533-4831
  13. VForce or Draxxus: 877-722-5590




International Orders

What are your international guidelines?

We accept international orders by internet or by telephone. Our preferred method of payment is wire transfer. We do accept Visa, MasterCard, Discover, or American Express as long as your credit card accepts AVS checks(normally Canada & Europe) or you can get a valid US forwarding address. We can also accept Paypal.  Paypal will do their fraud checks and as long as Paypal says it is ok to ship we can. 

If you are paying by wire transfer you must call your order in.  Call us at 573-358-1300 or email your order to info@pntball.com. There is a $20 fee for wire transfers.  If a wire transfer would need to be refunded for any reason there is a $20 fee for that also.

 

If you are paying with a credit card, we will only ship to the billing address.  

When you place an international order, the shipping options shown are the only methods available to your country.

Certain items cannot be shipped internationally; this includes items under pressure such as 12 gram CO2 cartridges.  We reserve the right to remove this item from your order prior to shipping it out or cancel any order that only contains these items. You will not be charged for any items removed or cancelled orders.

*International orders are all orders with ship-to addresses outside of the United States. International orders do not include orders being shipped to APO/FPO boxes.

Freight Charges
When placing your order, the freight will be automatically calculated when you select your shipping method.

Brokerage/Customs/Duty Fees
There may be additional charges due at the time of delivery for your international order. These may include brokerage fees, duty fees, customs fees, international tariff fees, and other fees that may be specifically related to your country.

  • All fees due at the time of delivery are the customer's responsibility.
  • If you refuse the package and do not pay the fees due, Your package will be returned to Ultimate Paintball. The total amount of fees due, plus any return shipping charges to us, will be deducted from your refund in addition to the standard 25% restocking fee charged on all returns for credit.
  • If you refuse to pay the fees and they still deliver the package, Ultimate Paintball LLC,.  will hold you responsible for any fees we incur for your order. By doing so you are authorizing Ultimate Paintball to charge the credit card you used to place the original order the exact amount for any fees the shipping company charged back to us.

We have no way of estimating the amount of fees that will be due on delivery. For an estimate, please visit FedEx at www.FedEx.com or call them at 1-800-GO-FEDEX. 

Do you accept international credit cards?
We now accept international credit cards. We have implemented a Fraud detection program so we can now accept your business. Please place your orders and we will ship out your order once it passes thru our fraud check system which checks over 200 points.

Do you ship to APO/FPO addresses?
Yes we do ship to APO/FPO addresses with our partnership with APOBOX.com. We have partnered with APOBOX.com which gives military personnel a US address.  Then we ship to your APO BOX address then APOBOX.com ships your goods to your APO/FPO address.  This in most cases saves you money and you get your goods faster.

Do you ship to Canada?
Yes, Ultimate Paintball does ship to Canada and welcomes Canadian customers.

Most shipments are delivered to Canadian destinations within 7 business days from date of order.

NOTE: Shipping charges to Canada shown on our site do not include GST, PST, brokerage fees or any other duties, taxes, or fees which may be applicable and are due at time of delivery.

Brokerage/Customs/Duty Fees
There may be additional charges due at the time of delivery for your international order. These may include brokerage fees, duty fees, customs fees, international tariff fees, and other fees that may be specifically related to your country.

  • All fees due at the time of delivery are the customer's responsibility.
  • If you refuse the package and do not pay the fees due, USPS will return the package to Ultimate Paintball. The total amount of fees due, plus any return shipping charges to us, will be deducted from your refund in addition to the standard 25% restocking fee charged on all returns for credit.
  • If the fees are more than the amount of the refund, the difference will be charged to you  upon receipt of the package.
  • If you refuse to pay the fees at the request of Fedex and they still deliver the package, Ultimate Paintball will hold you responsible for any fees we encure for your package. By doing so you are authorizing Ultimate Paintball to charge you the exact amount for any fees the shipping company charged back to us.

 
Do you ship to Puerto Rico?
Yes, Ultimate paintball does ship to Puerto Rico. We ship with Post Office, Fedex Smart Post, and Fedex International.

What about all the other Countries?

Ultimate Paintball will ship to most countries. It is your responsibility to know whether or not you are allowed to import paintball equipment into your country. If the order gets stopped by customs we will not refund the order. Some countries we do not ship to is Germany, Australia, Iraq, and France. If you can go thru checkout and your country is listed then we will ship there, if your country is not listed then we will not ship there.


Why Shop at Ultimate Paintball?
1. Price
When you shop at Ultimate Paintball you know you are getting the lowest price possible.  If for some reason you do find a lower price we will match it and give an extra 10% off the difference. 

2. Free Shipping
Receive free shipping on all orders over $99.  This is for the 48 continental states and does not include APO, FPO, and PO Boxes.

3. $9.95 Flat Rate Ground
Ultimate Paintball allows you to have any ordered shipped no matter what price for only $9.95 for Fedex Ground.  No one else is doing this.  Just check for yourself most others are charging $10-$15 for orders under $99.

4. No Insurance Charge
We do not charge for insurance, it is included with whatever shipping method you choose.  This can save you quite a bit on your total order. Our competition is charging $6 or more just for insurance.

5. No Handling Charges
We also do not charge for handling.  There are several websites out there that do so watch out.

6. Customer Service
We answer calls, emails, and live chat Monday - Friday 9am to 5pm central time.  If you ever need help making a decision, have a problem, or for whatever reason just contact us and we will help.

7. Speed
Ultimate Paintball ships out many orders the same day if placed by 1pm and then after that will ship out the very next business day. Since we are in the Midwest you will get your order faster.


Christmas 
When do I need to place my order to get it for Christmas?
 
 Guaranteed Christmas Delivery

For Residental Addresses only delivers on Saturday but will not deliver on Monday, Commerical addresses does not deliver on Saturdays but will deliver on Monday.
 Free Super Saver Shipping(Continental 48 States)  December 12th*(Most likely if you live close to Missouri then this date will extend out farther but no guarantees)
 Fedex Ground 1 Day from Us   December 23rd by 1pm CST
 Fedex Ground 2 Days from Us   December 22nd by 1pm CST
 Fedex Ground 3 Days from Us  December 19th by 1pm CST     
 Fedex Ground 4 Days from Us       December 18th by 1pm CST
 USPS Priority Mail       December 19th by 1pm CST
 USPS First Class Mail       December 18th by 1pm CST
 Fedex 2 Day Air       December 22nd by 1pm CST
 Fedex Next Day Air       December 23rd by 1pm CST



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