If you have questions about The Kingspan Marketplace, you can call our customer service center Monday - Friday: 8:00 AM to 7:00 PM (EST). Your dedicated customer service representative will make sure you find the information you need. The number is 540-389-0014 and our e-mail address is Kingspan@robertsonmarketing.com

Occasionally, an item you wish to order may be out of stock or there may be fewer than you need. We do our best to ensure that this does not happen frequently; however, it is impossible to always predict the popularity and demand for items. Although inventory is monitored daily and re-orders are usually placed well in advance, there are many factors—too numerous to mention here—that can lead to an item being out of stock at a time that might be inconvenient to you.

You can help minimize inconvenience for everyone when you:

1. Order as far in advance of your in-hand date as possible
2. Warn us in advance if you plan on depleting all the inventory of a specific item.
3. Let us know if you have an upcoming need which cannot be met by the existing inventory quantity.
4. Chose an alternate item in case the one you want is out of stock.

What are the ways I can order from the Kingspan online catalog:

We suggest ordering from the electronic database since it provides real time information, the latest products and your order is directly entered into the fulfillment system.

Can I order merchandise even though the inventory is showing a negative balance?

No.

Have an approved budget code you’d like to use?

Please contact customer service at Kingspan@robertsonmarketing.com to request the use of your approved budget code. Include your name, username (login name) and budget code information in the email. Upon receipt of your request to add a budget code(s), you will be setup pending final approval by Kingspan. This may take up to 72 hours to complete, so please allow plenty of time to complete this process.

Suppose I forget my Password?

Enter your email address in the form provided on the log in page. We will email your password to you. Depending on the speed of your server, this should only take a few moments. Minimize the Online Catalog and retrieve the password information from your required email “in box”.

What is the return policy?

Any merchandise that is defective or does not meet your expectations, please call RMG Customer Service at 540-389-0014.

How can I be guaranteed my order will ship out the same day?

You must have the order entered no later than 3:00 p.m. EST. Orders requiring expedited service will ship on the same day received if they are received by 3 p.m. EST. Expedited orders are orders shipping via Next Day Air, 2nd Day Air or 3 Day Select. Orders shipping UPS Ground or any other type of ground service will ship within 48 hours of receipt of order. Most importantly, the goods you ordered must be in stock. The Customer Service at RMG will call you if they encounter any potential problems with the order.

Is the Quantity Available an accurate number?

Yes, every effort is made to insure an accurate inventory count. In unusual cases, someone may be entering an order while you are on the page listing quantity available. Since the information is not refreshed until you transmit the order, there is a chance someone may have ordered merchandise ahead of you. There is also the possibility that some goods may not pass inspection once they arrive at a quality control work station. Overall, you can be confident the information is accurate. If you are using the merchandise for an event and need the exact quantity posted on the database, we suggest you call RMG Customer Service and request a count confirmation on the merchandise prior to shipment.

Who do I call if I have trouble with the online catalog?

First, refer to the technical tips section of the site. If you cannot resolve your problem, please call RMG Customer Service and ask for Technical Support.

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 Netscape and Microsoft Internet Explorer. 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.

Many parts of the database are used only to view information. The view only areas contain information that is not proprietary and does not contain confidential information. In order to gain maximum speed, these areas are not designated as secure areas. This is a common practice among all internet commerce sites.

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 is where we process your budget code. 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.

If you have any technical questions or concerns, please email us in the suggestions area. We will be happy to respond.

Our goal is 100% accuracy on quantity and timelines for all shipments. RMG processes orders Monday-Friday. All orders for in-stock merchandise are shipped within 48 hours. Rush orders are shipped same day provided they are transmitted before 3:00 p.m. EST. To view a map of delivery dates for ground shipments please check the estimated shipping map.

All orders should arrive with a packing slip. Please confirm that all the information on the packing slip is consistent with the materials in the box. Also make note of any damage to the box should you find a discrepancy. If you have questions, there is an 800 number listed on the packing slip.

Write on the original packing list what you are returning and whether you would like to be credited or have an exchange. If you do not have the packing list, please write the above information on a blank piece of paper and include your name, the person's name that placed the order and your address.

Return the package to:
ATTN: RETURNS DEPT.
Robertson Marketing Group
359 Kesler Mill Rd
Salem, VA 24153

This privacy policy explains what information Kingspan, Inc. (“Kingspan” or “we”) collects on http://shop.fullpond.com/simw (“Web Site”), how Kingspan uses that information and this Web Site’s other privacy practices. This Privacy Policy only covers information collected at this Web Site, and does not cover any information collected at any other web site or offline by Kingspan, its affiliates or any other company (unless specifically stated). Please read the Privacy Policy carefully. This Web Site is operated by Robertson Marketing Group, Inc. (“Robertson”), on Kingspan’s behalf, please click here for additional information.

RMG is the promotional partner for Kingspan. They are responsible for the management of the electronic database and Kingspan's merchandise program. They also produce some of the merchandise featured in the catalog. They have dedicated account managers assigned to the Kingspan account. Our RMG Account Manager is Steve Driscoll (800 number plus ext 108). Kingspan Marketing Services/Robertson Marketing team is dedicated to providing the best promotional ideas, price and distribution services possible.

Robertson Marketing is headquartered in Salem, Virginia. The closest big city is Roanoke. They offer in-house screen printing, embroidery and fulfillment services, and some of the best technology in the promotions industry. Anyone from Kingspan is invited to visit their company in Salem. They'd love to give you the cook's tour.

RMG is interested in knowing what they are doing wrong, what they are doing right and what they could be doing to improve their service. Please email them at Kingspan@robertsonmarketing.com if you have any comments to offer.