Help & Answers to Frequently Asked Questions

This is the web site of Adolph Kiefer and Associates - Kiefer Sports Group
Our postal address is:

Adolph Kiefer and Associates
1700 Kiefer Drive
Zion, Illinois, 60099
800-323-4071
847-872-8866

• We can be reached via e-mail at esales@Kiefer.com
  Or by telephone at: (in the USA) 800-323-4071, FAX: 847-746-8888 (International) 847-872-8866
• Some items in Kiefer Catalogs are not available at Kiefer On-line Swim Shop.
• APO & FPO orders destinations: Choose US Postal Service for orders delivering to APO & FPO and other overseas locations - UPS will not deliver to these locations.
• Choose US Postal Service for Canadian order shipping.
  

Account Access

To access account, enter Login ID (e-mail address) and Password.

Change Personal Information

Customers who wish to change their personal information can do it themselves by logging into their account. After you log in, click the "Continue" button. On the next page, click on the link at the top of the page: Shopper Update Page. On the Shopper Update page, you can change your contact information: e-mail, password, names and addresses.

Password Help

If a customer has forgotten their password, all they need to do is enter their Login ID (e-mail address) and click the "Reminder" button. Their password is automatically e-mailed to the e-mail address they have entered.

Order Problems

If you experience problems while shopping at Kiefer.com, please call our Customer Service Department at 1-800-323-4071.

Here are some details about known Issues:

Quantity Discounts
Our website currently does not allow quantity discounting in situations when ordering multiple sizes and or colors of an item. For instance, if a customer is ordering swimwear for their team and are buying a suit in multiple sizes, even though enough suits to qualify for quantity discounting have been added to the shopping cart, discounted pricing will not be awarded. Please call and speak to a customer service representative to order multiple items in these situations.

Did Not Receive Password
Certain e-mail providers (AOL and Earthlink) have SPAM blocking features that may prevent the password reminder from being delivered.

No Shopper Account
If a customer enters their e-mail address, clicks the "Reminder" button and sees the following message:

There is no shopper registered with that e-mail address. Please try again.

They may need to create a new account. Or, if they had an account under an old e-mail and they still have access to the old e-mail, they can update the new login themselves. However, if they no longer have access to the old e-mail account, Kiefer Customer Service can reset the account from the customer's old e-mail to their new e-mail. Please e-mail Kiefer Customer Service both the old and new e-mail addresses.

Commercial Accounts

Customers can activate their account for on-line purchasing using Purchase Orders.
If the account already has credit approval from Kiefer, call 1-800-323-4071 or e-mail Kiefer Customer Service to create the on-line account.

Shopping Questions - Placing an Order

• Browse the online catalog by clicking on the underlined product number or text.
• Select color, size and quantity options where applicable next to each item you want to purchase.
• Select the “Add to Basket” button.
• Follow the instructions. The online catalog will walk you through the rest.
• Click the "Purchase" button on step three to complete the order.

Checking Product Availability

• On the product page, click on the "Show products by Color" or "Show products by Size" links. This will allow you to see if a particular size or color is available.
• Products that display On Order, can be added to your shopping cart and purchased. These items are ordered and on their way to our warehouse.
  Products that display Product will be available after (Date) indicate an exact date that the product will arrive at our warehouse. On Order and Product will be available after (Date) items can be added to your basket and purchased.
  Products that display This product cannot be added to your basket since it is not available are items that are no longer available for purchase.
• Products that do not have any of the above messages in red are in stock and ready for immediate shipping.
  Please call or e-mail Kiefer Customer Service for availability and expected ship dates on out-of-stock products. 1-800-323-4071 & 1-847-872-8866.

Shipping Questions

• Tracking Numbers are available from UPS at 7:00 PM on the day of shipment. After we transmit the tracking number, it takes at least two hours for UPS to process the number into their system.
• If you would like to change the "ship to" address, you may do so in the "view basket" section during the first step of "checkout."
• Expedited shipping (UPS Next Day & UPS Second Day) is a premium service, prices may vary. Customers will be contacted by Kiefer Customer Service to approve additional shipping charges prior to shipment.
• In the event that the shipping function for Kiefer.com is momentarily interrupted, shipping charges will still be applied to Internet orders. Customers will receive an e-mail message detailing these charges.
• Ground Service shipping charges are as follows:
  

Adding Products to Kiefer.com

If there are items that you would like to see on-line that are in our catalog, please let us know and we'll try to offer them on-line as soon as possible. Due to shipping restrictions, not all Kiefer products are available for purchase on-line.

Privacy Policy Statement

Our customer's privacy rights are very important. Kiefer does not share customer information with anyone. Kiefer collects information to improve the content of Kiefer.com. Kiefer collects: the domain name and e-mail address of visitors, aggregate information on what pages consumers access or visit, and information volunteered by the consumer such as survey information and/or site registrations. Persons who supply Kiefer with their e-mail, postal address and/or telephone number on-line may receive e-mail, postal address and/or telephone contact from Kiefer with information regarding new products and services or upcoming events. If you do not wish to receive information from Kiefer in the future, please contact us at the above address.

Security

The security of your order information is extremely important to Kiefer. We use the 128-bit Secure Socket Layer protocol to protect the security of your online order information. SSL technology encrypts your order information to protect it from being decoded by anyone other than Kiefer.

Once you enter the online checkout page, your computer will begin communicating with our server in secure mode. You can tell that you are in secure mode by the following: The "http" in the web address will be replaced by "https." Depending on the browser, you will see either a padlock (Microsoft Internet Explorer, AOL, Netscape Communicator) or a solid key (Netscape Navigator) in the lower section for the browser window. Only browsers that use the 128-bit Secure Socket Layer protocol are able to order through the Kiefer web site. If your browser does not support SSL, you can get an upgrade at Microsoft's or Netscape's home page.

Product Questions

If you have any questions about a product, please E-mail Kiefer Customer Service.