Frequently Asked Questions

Read below for questions and answers. If your question does not get answered please feel free to contact us.   


Top FAQs


Shipping  

Your Account

Shopping


Shipping


Do you ship internationally?
Not at this time.

Do you ship to military bases?
Yes. Any orders shipping to an APO/FPO are shipped via USPS Priority Mail, having a transit time of 2-3 days, to a central hub in NY. From there it is given to the appropriate military carrier, and depending on the location it can take two weeks for a package to be delivered (being outside of USPS' hands at that point). Plus, these orders are untraceable because there are no UPS or FedEx tracking numbers.

The correct address format for an APO/FPO is to enter the base name in the street field, "APO" or "FPO" in the city field, and then select among AA, AE, or AP in the state field. Leave the country as USA and then enter the correct postal code in the zip code field.

Do you ship to post office boxes?
Yes if it’s a smart post

Do you ship to personal mailboxes?
No. FedEx will leave the package on the doorstep

Do you ship to rural route numbers?
Yes, however, it may take some extra time for the package to reach its final destination.

Can I send items to multiple addresses?
Yes, but separate orders must be placed for each shipping address.

How is sales tax calculated?
You will be charged sales tax in accordance with your state tax laws.

How will I know that my order shipped?
Customers receive an E-mail order acknowledgement as well as a shipping notification.

Why wasn't my order shipped as soon as it was placed?
In-stock merchandise is normally shipped out of our warehouse within 24 to 48 hours of placing your order (excluding holidays and weekends). If an item is on backorder or the order was placed over a weekend or holiday, shipment will be delayed.

Calculating Shipping Time/Costs:
You have the opportunity to select from a variety of shipping services at checkout. We use FedEx to deliver orders within the continental U.S. You have the option to select the shipping service level you desire. The shipping method you use may determine how many days it takes for your package to reach its destination. Please use the shipping charts below to estimate the number of business days for your delivery:

All orders are shipped FOB Alpharetta, Georgia.

Lastly, shipping times are calculated from the time your order leaves our HPI-Direct warehouse. In stock merchandise will ship out 24 to 48 hours of order placement; excluding weekends and holidays. Overnight in-stock orders, if placed by 1:00pm EST, will ship same day. Shipping is delayed, of course, if an item is on backorder.

For shipping addresses within the continental U.S.

  • FedEx Express Saver
  • FedEx 2Day
  • FedEx Standard Overnight
  • FedEx Priority Overnight
  • FedEx Priority Overnight (Saturday Delivery)

Please contact our HPI-Direct professionals if you would like to add either the Early AM or Saturday delivery services to your order.

Shipping Addresses within the continental U.S.: 
Shipping fees are based on dimensions/weight, destination zone and the service standard selected. Freight charges are calculated after the shipping address is entered.

International Shipping Addresses: 
Certain restrictions may apply on shipping conditions to certain locations. When ordering for international shipping, you need to be cognizant of shipping charges. You may want to consider combining orders wherever possible to save shipping expenses. Customs declarations will indicate the full value of the order in US dollars. International customers are responsible for paying any/all duties, customs charges or tariffs on the merchandise when the package arrives in their country.

Fraud Protection: 
We recommend that all customers who are shipping to addresses other than their billing address, notify their credit card company of the alternate shipping address. This process is becoming a standard and credit card companies are happy to assist you. Simply call your credit card company and let them know you are placing orders via the Internet and would like to give them (bank) an alternate shipping address.  


Your Account


Login Information: 
To protect your privacy, the process of obtaining account information requires that you log in to our secure server. To order products online, you must establish an online username and password. Your registration allows us to recognize you when you visit the site again to check on your orders or to place a new and allows us to contact you if there's a problem with the order. It helps us to ensure that you are the only shopper who can access your personal order information. Once you register, all you need to do on future visits is provide your username and password.

Shipping Addresses:
You may ship anywhere with a full street address.

How do I view my order history? 
Access your online store, click on the "Order Status" button, then click on the appropriate order number and see the details per each order transaction.  


Returns


What Can Be Returned?
Your 100% satisfaction with your purchase is our top priority. Our return policy is simple: As long as the item is in "as-new" condition, you may return your purchase with the original packaging within 60 days of receiving your shipment.

How to Return Merchandise: 
Complete the 'Return Form' which is enclosed with the package. If you did not receive a 'Return Form' or you would like to download an additional copy, click here. Include a reason code for all items:

WS = Wrong Size
DS = Damaged in Shipping
NW = Not What I Expected
WP = Wrong Product Sent
DP = Defective Product
OR = Other Reasons  (please describe in detail)

Repackage the item in its original packing and include the packing slip.

Contact HPI Customer Service to request a FedEx Return Label which will be addressed to:

The Spark Shop c/o HPI-Direct
785 Goddard Court
Alpharetta, GA 30005

What if I lose my packing slip? 
Simply enclose the following information with the returned merchandise to:

The Spark Shop c/o HPI-Direct
785 Goddard Court
Alpharetta, GA 30005

  • Your name
  • Your E-mail address
  • Your shipping address
  • Original order confirmation number if available
  • Description of the merchandise being returned
  • Reason for the return
  • Wal-Mart store number

Exchanges/Refunds: 
If you are not 100% satisfied with your purchase and it is in "as-new" condition, you may return any online store item, in its original packaging, within 60 days of receiving your shipment.

If you would like to exchange an item (for a different size or color, or a completely new item), please follow the return procedure, then place a new order through your online company store. This will ensure the replacement item is available and will provide the fastest possible service to you. You will be charged for the new merchandise, as well as for shipping. A refund will be issued to your account once we have received the merchandise. If Applicable, customs charges will apply to your exchange order.  


Shopping


Personal Information: 
You are our first priority. We make every possible effort to respect and protect your privacy. We believe in keeping personal information confidential.

In order for you to purchase products, you will need to provide certain personally identifiable information. You are only asked to provide personal information that is essential to completing your order.  The Spark Shop c/o HPI Direct uses your information to make your shopping experience as enjoyable as possible. From time to time, we may notify you about new products. We may compile market research based upon customers that visit our site and buy our products. You may update or correct your personal information at any time. To do so, simply go to the "change password or edit account information" option located at the bottom of the home page once you're logged into your account or call our Customer Support Team at 1-800-219-7550.

Privacy Tips:
Your account information is password protected and accessible only to you. To safeguard your account, it is recommended that you do not share your password with others.

Other than when you have requested assistance and we're verifying personal data for security reasons, no one from HPI Direct will call or E-mail you about your personal account information. We advise you to be wary of unsolicited contacts and suggest that you do not reveal your password to anyone.

To further protect the integrity of your personal information, close your browser when you step away from your computer, particularly if you are in a public forum.

Checking Out: 
When you are ready to check out, click on the "Checkout" button at the bottom of your shopping cart. Your Username and Password are recognized and automatically provide you with the opportunity to review all your pertinent billing and shipping information. After verifying the summary of items in your shopping cart, you may select your preferred shipping method as well as other pertinent information.

Payment Method: 
All prices on this site are in U.S. dollars and you may purchase by using your Visa, MasterCard, Discover Card or American Express. Purchase Orders are accepted from Store Locations with signed authorization from the General Manager or HR Director. Uses the purchase order form attached and email it to: SparkShopsupport@hpidirect.net.

Your credit card is charged at the time your merchandise is shipped. If an item is on backorder, you will not be charged until that item is available and shipped. HPI Direct, a third-party service, is solely responsible for collecting payment information necessary for processing all purchase transactions.

Shopping with The Spark Shop c/o HPI Direct 
These pages are designed to answer the most frequently asked questions about your online shopping experience. Shopping online with The Spark Shop c/o HPI Direct is easy and fun. As you browse through our site, you may add items to your shopping cart along the way by clicking the "Add to Cart" button found below the items you like.

In the event of an item being 'on order' (merchandise is out of stock), you may put the selection in your cart. At the time of checkout, you will have the choice to ship your items together or have them shipped as they become available.

How do I place an order?
Shopping with The Spark Shop c/o HPI Direct is easy as 1.2.3!

  • Place products in your shopping cart by selecting the number of items and the appropriate size you want and then click on "Add to Cart".
  • When you're ready to purchase, click "Checkout".
  • If you're a returning customer, simply login; select your payment method and shipping address.
  • If you are a new customer, you will need to click on "New Customer". Complete the easy to follow format in creating your customer profile.
  • You will then be asked to login and complete your shopping experience.
    • Or, if you prefer, you can email or call in orders:
      • Email
        • Proceed with the Shopping experience
        • Checkout and proceed to the Place Order page
        • Print the Place Order page, (has Ship To info and Totals) without clicking on "Place Order" button
        • Send email to SparkShopsupport@hpidirect.net
      • ‚ÄčTelephone
        • Proceed with the Shopping experience
        • Call Customer Support (within the U.S.) at 1-800-219-7550 
        • Please have your credit card information ready

What if I change my mind about items in my shopping cart prior to placing my order?
You may update your order by adjusting the quantity of any of the items in your shopping cart. You may also remove items from your cart by clicking on the View Cart button and then clicking on the delete button next to the item you would like to remove.

How do I know what my shopping cart total is?
The subtotal is always displayed with your shopping cart. Shipping costs and any appropriate taxes are calculated at the time of Checkout.

Once I start shopping, must I continue to checkout? 
No. Your selected merchandise will remain in your shopping cart until you Checkout. If you leave the site, your items will remain in the cart for 30 days.

Once I've placed an order, can I cancel it? 
As long as the order is still pending or on backorder, it may be cancelled. Please call our Customer Support Team at 1-800-219-7550 to cancel your order.

Is it safe to use my credit card?
Yes. Internet security has come a long way; The Spark Shop c/o HPI Direct uses the latest technology offered; the safest way to shop using a credit card. We value our relationship with you as a continuing customer. Many people don't realize that shopping on the Internet, over a secure connection, is actually safer than giving out your credit card number over the phone, especially a cellular or cordless phone. Unlike making a purchase in a physical store, with sales clerks and paper copies, with our technology only the bank sees your credit card information. 

© The Spark Shop, a service of The Walmart Museum and HPI Direct. All Rights Reserved. 

HPI Direct, a third-party service, operates, manages, and maintains Spark Shop on behalf of The Walmart Museum.