Browse Categories
Frequently Asked Questions
 

General Questions

Q: How do I place an order?
A: We offer 3 ways to place an order with the The Bills Store:

  • Internet - This is the quickest and most efficient way to place an order. The security of your personal information is our highest priority. Located on the lower left side of the home page is our live help option to assist you further with your online shopping. We use the most current technology to ensure your personal information is safe and secure. Please feel free to review our Privacy Policy for more details.
  • Phone Order - While it is highly encouraged to place all orders over the internet, you are more then welcome to contact us, at 888.283.4327 to place an order. A professionally trained Customer Service Representative will be more then willing to assist you. Be sure to have your list of items (including size & colors), your billing information, your shipping information, and your credit card ready before you place the call.
  • In Store - Because we know how important immediacy is to our guests we have a brick and mortor store with a wide selection of our Buffalo Bills fan gear ready for you to take home today. The Bills Store is located at 1 Bills Drive, Orchard Park NY 14127, located in front of the Buffalo Bills fieldhouse.

back to top


Q: What are my payment options?
A: We accept Visa, MasterCard, American Express, and Discover. A credit verification and authorization of the payment amount will occur during checkout. Your card will be charged at the time of shipment.



PLEASE NOTE:
We no longer accept personal checks or money orders.

back to top


Q: Is it safe to use my credit card?
A: Shopping at the Bills Store, the official online Pro Shop of the Buffalo Bills, is safe and easy. The security of your credit card and personal information is our top priority. Our site is equipped with secure online ordering capability. Our secure server software (SSL) is the industry standard and among the best software for secure e-commerce transactions. This technology encrypts all of your information, including credit card number, so that it can't be read as the information travels over the internet. Please feel free to review our Privacy Policy for more details.

back to top


Q: I can't find a certain size/color for the item I want, how can I place an order?
A: If an item or size is out of stock or discontinued, the product page that displays the product image will not display that particular size and the Add To Cart button will not be displayed. All other items should be considered in stock.

back to top


Q: Do I have to pay a sales tax?
A: Sales Tax is only charge for orders shipped in the state of New York. The current tax rate (8.75%) is calculated automatically on your order form at check out. Orders containing only apparel items totalling under $50 will be refuned 4.25% on the tax rate.

back to top


Q: Where is your store located and what are your hours?
A: The Bills Store is your one stop shop for everything Buffalo Bills! Located on the front end of the Buffalo Bills fieldhouse, across from Ralph Wilson Stadium, our store hours are:

10am – 4pm EST Monday – Saturday
Closed on Sundays, unless it's a Game Day in which the Bills Store will open 4 hours prior to kickoff.

For questions about item availablity or parking, please contact the store at 716.649.4347.

back to top


Q: How do I return/exchange an item?
A: We take great pride in striving to offer you the best shopping experience available. If, for any reason, you are not completely happy with the item(s) you have purchased, you can return the item(s) within 30 days of delivery for full a refund of the purchase price, minus shipping and handling charges. The products must be returned with the original sales receipt, must have original tags still attached, and must be in new and re-sellable condition. Returned items cannot be laundered, worn, broken, damaged, or used in any way. Items must also be free of pet hair and any type of odor including smoke, cologne, or perfume to be eligible for a return or exchange. Some exceptions may apply. For more information please review our return section.

back to top


Q: Can you mail me a catalog?
A: Our complete selection of merchandise is available to view 24 hours a day, 7 days a week on shopthebills.com.

back to top


Q: How can I get a promotional code?
A: Promotion codes are only available to subscribers and members. They are entered on your shopping cart page at the time of checkout. If your discount qualifies, it will be displayed in the payment summary.

PLEASE NOTE:Only one promotion code per order will be accepted.

back to top


Q: Who can I talk to if I have more questions?
A: We take great pride in providing our customers with excellent customer service. Should you have any questions or issues that have not been addressed in this section, we invite you to take advantage of one of the several avenues we provide to get you the service you need. Our well-trained, courteous support staff is waiting to assist you. Contact us at:

  • Telephone Support:
    (888) 283-4327 (International)
    (716) 648-0658 (US Only)
    Customer Service Hours
    10:00AM - 4:00PM EST Monday – Friday
     
  • Email Support:
    Please send all questions, issues, and concerns to: to chat live with a Bills Store Customer Service Rep.

back to top

Your Order

Q: Where is my order?
A: A tracking number is assigned to all orders as soon as soon as the order is marked 'shipped'. This status does not necessarily mean that your order is on its way, only that it is in process.  You can check the status of your order online 24 hours a day, 7 days a week by regerstering as a customer under My Account.

If you are having trouble locating your FedEx tracking information, you can call us between regular business hours (888.283.4327) or email us anytime (thebillsstore@dncinc.com) and we would be delighted to assist you. 

PLEASE NOTE: This screen does not contain real-time shipping status; this information does not link directly with FedEx so an item showing as 'open' may have actually shipped just as an item showing 'shipped' may still be in process.

back to top


Q: How do I cancel/change my order?
A: If you need to cancel or make a change to an order, please contact us at 888.283.4327 during regular business hours. Generally orders begin processing within the first 24 hours. We are unable to cancel orders that are already in process.

When contacting us, please reference your order number, your name, and the best method to contact you for confirmation.

PLEASE NOTE:
Items CANNOT be added to existing orders. If you wish to add an item to an order, a new order must be placed.

back to top


Q: There was a problem with my order, who should I contact?
A: We take great pride in customer satisfaction and aim to quickly resolve any order discrepancies. Upon receiving an order from us, please check for any missing items, items damaged in transit, defective items, or wrong sizes/colors. We must be notified of any order discrepancies within 10 days of the date of delivery. Any notification of a discrepancy more than 10 days from the date of delivery will not be considered.

back to top


Q: I received and email saying my order is pending, what do I do next?
A: We strive to keep our website as current as possible. But due to our large selection of products, it is impossible to guarantee 100% availability on all merchandise that we sell. If an item you have ordered is out of stock or placed on back-order, you will be notified promptly and your order will be placed on pending for no more then 10 business days. During that time you will need to contact our Customer Service Department at 888-283-4327 or TheBillsStore@dncinc.com for further instructions

PLEASE NOTE:
After 10 days with no contact, your order will be cancelled.

back to top

Shipping

Q: If I place an order, how soon will it be received?
A: As of February 18, 2010. All products purchased online will be shipped via FEDEX. FEDEX delivers Monday through Friday. All orders placed Monday through Friday, before 8am EST, will be processed within 1-2 business days of the order being received. THIS INCLUDES ALL EXPRESS ORDERS. Orders placed after hours Friday, Saturday, and Sunday will be processed the following Monday. You will receive a tracking number automatically via e-mail when your order is processed. You can also obtain a tracking number by contacting our Customer Service Department via email at TheBillsStore@dncinc.com or calling 1-888-283-4327. If there should be any circumstance beyond the carrier's control such as weather, natural disasters, etc. it may delay your delivery. These situations do not allow us to refund costs.


Below are the Time-In-Transit estimate for FedEx Ground Shipments.  NOTE:  These estimates do not include processing time.

back to top


Q: When will my order ship?
A: All orders placed Monday through Friday, before 8am EST, will be processed within 1-2 business days of the order being received. THIS INCLUDES ALL EXPRESS ORDERS. Orders placed after hours Friday, Saturday, and Sunday will be processed the following Monday. You will receive a tracking number automatically via e-mail when your order is processed. You can also obtain a tracking number by contacting our Customer Service Department via our live chat, email at TheBillsStore@dncinc.com or calling 1-888-283-4327. If there should be any circumstance beyond the carrier's control such as weather, natural disasters, etc. it may delay your delivery. These situations do not allow us to refund costs.

Please Note: This does not apply to drop shipped items, which ship directly from the manufacturer. For these items, please refer to the item description for expected shipping time.

back to top


Q: Tracking your Shipment:
A: You should receive a tracking number automatically via e-mail when your order is processed. You can also obtain a tracking number by contacting our Customer Service Center via e-mail at thebillsstore@dncinc.com or calling 1-888-283-4327. You can view the status of your order by logging into your account.

back to top


Q: How much does shipping cost?
A: At the Bills Store we provide flat rate shipping to our guests. To ship within the continental US our rate is $9.99, for 2day it is $29.99 and to overnight a package we charge $39.99. To ship to Canada The Bills Store charges a $32.99 fee to cover shipping charges only. Customs/ Taxes/ Duties and Fees are the responsibility of the customer in order to accept delivery from FedEx. We do offer in store pickup as an option, just specify under customer comments at the time of checkout, and shipping charges will be refunded.

back to top



Q: Do you ship to P.O. Boxes?
A: The Bills Store does not ship to P.O. Boxes. You must list a street address for shipping.

back to top


Q: Do you ship to Canada?
A: Yes, we do ship orders to Canada.  For orders being shipped to Canada, The Bills Store charges a $32.99 flat rate fee to cover shipping charges only. Customs/ Taxes/ Duties and Fees are the responsibility of the customer in order to accept delivery from FedEx.   Please contact your local FedEx center or government agency to inquire about these charges. The Bills Store is not responsible for these charges and will not reimburse customers for abandoned packages.

Visit FedEx.com for Transit Time Estimates for these shipping options - http://fedex.com/ratefinder/home

back to top


Q: Do you ship to other countries outside of Canada?
A: Yes we do ship internationally. All international orders will be shipped via FedEx International Economy or FedEx International Priority. The shipping charges vary upon size of order and location. Please be aware that International orders are subject to local taxes, duties, and brokerage fees. Please contact your local FedEx center and government agency to inquire about these charges. The Bills Store is not responsible for these charges and will not reimburse customers for abandoned packages.

Visit FedEx.com for Transit Time estimates for these shipping options - http://fedex.com/ratefinder/home

back to top


Q: Do you ship to an APO/FPO address?
A: We are happy to ship to our service men and women. When placing an order, please select Military Base as the selected shipping method and fill in the information accordingly. All APO & FPO orders must be shipped via United States Postal Service (USPS). The shipping charge is $9.99, as you still select FedEx Ground as your shipping option. Packages cannot be tracked and the Bills Store cannot guarantee delivery of the order.

Please note: The Bills Store can only be responsible for orders reaching the military check point, once it is received at that point we have no means of ensuring your order will arrive safely and on time.

back to top


Q: Shipping Policies and Restrictions:
A: Any international duties, taxes, and brokerage fees are not included and are the responsibility of the customer. If you have any questions about duties or custom charges please contact your local post office.

back to top


Q: My FedEx tracking number says "Billing Information Received" under the status. What does this mean?
A: It means that FedEx has received the electronic transmission of shipment detail from the shipper. It does not necessarily mean that FedEx has taken possession of the shipment.

back to top


Q: When will I receive my dropship items?
A: Dropship items are items that are shipped directly from the manufacturer. These items have a special fee applied to the order's shipping charge based on weight of item and the special handling necessary to ship the item directly from the manufacturer. Shipping times vary based on the item. (Please see item descriptions for a delivery estimates.) Non-Dropship items included in an order with a Dropship item will ship via FedEx Ground by default. If you would like these items shipped using another method, you should place two separate orders, one for the Dropship item and one for the non-Dropship item.

back to top


Q: When will I recieve my customized/personalized item?
A: All customized orders are shipped via FedEx Ground shipping only and cannot be expedited. The shipping time may vary depending on the product selected and the customization needed. The product page will better identify the expected delivery time for the customized product you have chosen. Adult Home Buffalo Bills Custom Jerseys may take up to 7-10 business days to produce, while all other Custom Buffalo Bills Jerseys can take up to 15 business days to produce. This is prior to shipping times.

PLEASE NOTE: Business days are Monday – Friday and exclude all U.S. federal holidays.

back to top


Q: I ordered a pre-sale item, when will it ship?
A: Pre-sale items are items that are not yet in stock, but are available for advance purchase on our website. These items will be shipped directly to you once they are in stock.

PLEASE NOTE: Expected shipment times appearing on the Product Detail page specifying when an item is expected to leave our warehouse, not when the item will arrive at its final shipping destination. After your order leaves our warehouse, delivery times vary according to the location of your shipping address.

back to top

Returns/Exchanges

Q: How do I make a return?
A: We take great pride in striving to offer you the best shopping experience available today. If, for any reason, you're not completely happy with your purchase, you can get a full refund of the product price (shipping cost NOT included) within 30 days of receipt of the item(s). Some exceptions may apply.

Please note our non-returnable items:
  • Undergarments (panties/boxers/swimwear)
  • Custom orders (customized jerseys, dropship items, personalized items, etc.)
  • Dropship items (unless specified)
  • DVDs may only be returned for credit if the item is unopened. Defective DVDs will only be exchanged for the exact same item.

To receive either a credit on your charge account or exchange for another item ALL returns and exchanges must be in new, unused, and unworn condition with the original tags and stickers attached. Items deemed worn, used, dirty, or missing tags by the Bills Store will be returned to purchaser and no refund will be issued. Since lost return shipments are the responsibility of the customer, be sure to obtain a tracking number from the courier for the return shipment.

If you have received merchandise that was damaged during shipment, defective merchandise, or a shipping error on our part (sent wrong size, color, etc.), contact our Customer Service Department via live chat, thebillsstore@dncinc.com, or 1-888-283-4327. We advise that you to return the merchandise via your choice of postal carrier and send it ground. Include in your package your shipping reciept, order number, name, and best way to contact you. Once we receive the return shipment we will promptly ship out the correct items if specified or contact you for verification and issue you a refund for the shipping.

If you are making an exchange the items you request MUST be equal to or lesser than the value of the returned merchandise. You may also request an online gift card for the amount of the merchandise you are returning.

When making a return, please include order number, items you'd like to return/exchange, shipping recipt, and your name and phone number.

If there are no instructions, we will assume you would like credit for the items. Also please include a daytime phone number where we can reach you in case there are any problems or questions.

Please send to:

Erie Sportservice: The Bills Store
Attn: RETAIL
1 Bills Drive
Orchard Park, NY 14127

Your return/exchange will be processed within 14 business days of receipt. 

back to top


Q: What items are the exception to the return policy?
A: Our standard return policy does not apply to all items. Exceptions to this policy appear below:
  • Undergarments (panties/boxers/swimwear).
  • Custom Orders (customized jerseys, personalized items, etc.).
  • Dropship items (unless specified)
  • DVDs
All sales are final on items listed above. If an error occurred in your order process or during shipment, please contact a customer service representative at 888.283.4327 or thebillsstore@dncinc.com immediately.  DVD's can only be return for credit if the item is not open. Defective DVDs will only be exchange for the exact same item.

back to top