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Please note our office will be closed Thursday,
November 27th and Friday, November 28th for the Thanksgiving Holiday.
Regular business hours will resume Monday, December 1st. A Support
Team Representative will respond to your support inquiry within 3-5
business days. Frequently Asked Questions
All the questions are sorted according to their categories, you can click on a category to view more sub categories.
Please view the FAQ before submitting a support ticket. Due to the high volume of inquiries we will be unable to answer any questions addressed in the FAQ.
Thank you.
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Billing Inquiries |
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Shipping Information |
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General Questions |
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Top Questions Asked |
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Why isn't my U.S. credit card being accepted? |
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The first thing that you should check is that the "Billing Address" you entered into the registration form matches the Mailing Address on your credit card statement. If it doesn't match exactly, then your subscription can not be processed.
Second, please be sure your credit card has credit available. If you are still having difficulty registering, please submit a support ticket to the Clay Aiken Store Support Team and a representative will assist you further. |
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My credit card was charged more than once, how do I get a credit? |
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Each time your credit card is charged successfully, you will automatically receive a billing receipt via email.
Please note that $1 authorizations are NOT charges to your account, and therefore, do not constitute a double billing. A single billing may consist of multiple authorizations.
If you have received more than one receipt, please submit a support ticket to the Clay Aiken Store Support Team, and we will promptly issue you the credit(s).
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When I submit my information after completing the online form, I get returned to the beginning and the form is blank. Why is this happening? |
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Please note that in order to register online successfully, you must have your cookies enabled. If you do not know what cookies are or how to enable them, please consult the help menu on your web browser. |
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Why isn't my International credit card being accepted? |
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Please note the following regarding international credit card processing:
Non-U.S. banks/issuers of credit cards do not support electronic address verification systems (AVS), which are used to help prevent credit card fraud. Authorizations are normally processed manually with a phone call placed by the merchant. Clay Aiken Store Support does not make phone calls to obtain authorizations. Additionally, Clay Aiken Store support does not accept credit card information directly for processing. Please do not email your credit card information to the Support Team.
If you receive repeated error messages regarding verification of your address, please make certain that the address you are entering into the registration form for "Billing Address" is exactly the same as the address where the credit card statements are received.
If you are sure that the address you are using is correct, and you are still receiving an error message, please register using the "Mail-In Payment" option, and follow the directions for International members provided. |
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What are the $1 dollar "charges" that appear on my credit card statement? |
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Please note that each time you attempt to register, the system will attempt to process your credit card payment. The $1 "charge(s)" are a normal part of the authorization process. The system seeks a $1 authorization to verify that the credit card is valid. This authorization "charge" is only a test, and will be reversed automatically by your credit card company before you receive your next statement. |
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What does it mean when I receive the message "your credit card has been processed recently and we cannot immediately charge it again, please try again in a few minutes"? |
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Please note that the error message "your credit card has been processed recently and we cannot immediately charge it again, please try again in a few minutes" occurs because the system is designed to prevent accidental double billing.
However, it is not an indication of the success of the transaction. If your credit card was charged and your registration successful, you will immediately recieve a billing receipt and Clay Aiken Store Welcome Letter via email. If you have not received these emails, then please wait a few minutes and try to register again. You may need to close and reopen your web browser. If you still receive this error message, please submit another support ticket and a representative will assist you further.
Also, you may not have received confirmation via email due to your webmail service provider. Please refer to the "Why haven't I received e-mail notifications?" section of the FAQ to learn more about this issue. |
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Why do I receive the error message "Invalid Phone Number"? |
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If you have received an error message related to an "invalid phone number", please be sure to enter your phone number without any non-numerical characters. Non-numerical characters refer to spaces, dashes, and parentheses. For Example: 123 1234567 |
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What payments are accepted by the Clay Aiken Store? Can I pay with a money order or Paypal? |
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Clique will accept payment via MasterCard or Visa. Clique does NOT accept payment by American Express, Discover, PayPal or mail-in payments. Please do not send cash, money orders, cashier's checks or personal checks. |
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If I am not located in the US, what kind of duties or taxes will I be required to pay upon delivery? |
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The customer is responsible for all duties and taxes incurred upon delivery. If customer refuses to pay duties or taxes and the package is returned to Clique, the customer will be required to pay a $5.00 return fee and will receive a credit for the subtotal of the order but will not be refunded the cost of shipping and handling. |
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How does the Clay Aiken Store total sales tax? |
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In accordance with state law, we are required to charge sales tax on orders shipped within the state of California. Sales tax is applied to the total amount of the order, which includes gift wrap, shipping and handling charges and is based on the shipment's destination state and local sales tax rates. Sales taxes are not applied to digital downloads.
For your planning and convenience, we display exact sales tax amount when orders are placed and reflects all state and local taxes of your order destination at the time your order is placed. |
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How long will it take to ship my order? |
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-Most in-stock orders are processed and shipped within one to two business days.
-Domestic Shipping (U.S.):
All orders are processed within 1 to 2 business days where available. Shipping charges are determined by the number and type of items ordered and the shipping method selected. Shipping time frame for each shipping method is estimated. The typical delivery timeframe is 2-3 weeks. We do not ship COD.
-International Shipping (Outside The U.S.):
Our international carrier is DHL Global Priority. DHL delivers to the local mail carrier, who then delivers to the shipping address provided during checkout. Please allow 3-4 weeks for international delivery. |
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I have been contacted because my item(s) are currently backordered. What are my options? |
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If all of the items included in your order are out of stock, we will notify you via e-mail that your order has been cancelled due to lack of inventory and you will be issued a full refund of your order total (including tax, gift wrap, and shipping and handling).
If some but not all of the items included in your order are out of stock, we will notify you via e-mail that your order has been placed on hold due to lack of inventory and you will be asked to advise Clique Inc. to:
1. hold your entire order until the item or items that are out of stock are re-stocked OR
2. ship the items that are in stock and substitute one item that is in stock for each item that is out of stock (each substitution must be of equal or lesser value than item originally ordered and will be subject to approval by Clique Inc.) OR
3. ship the items that are in stock, issue a full refund for the item or items that are out of stock, and issue a partial refund for the cost of shipping and handling.
Clique Inc. will hold your entire order until either (a) you respond to the email or (b) the item or items that are out of stock are re- stocked.
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Can I add or subtract items from my order after it has been submitted? |
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To ensure that orders are shipped within the International and Domestic timeframe, orders are processed as soon as they are received. Orders cannot be cancelled, changed or combined once they have been processed. |
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I am unhappy with my merchandise. May I return or exchange it? Are refunds offered? |
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There are no refunds, returns, or exchanges; all sales are final except in the case of a manufacturer's defect, backorder, or undeliverable package (see sections above for details).
Please ensure that the shipping address you provide during the checkout procedure is accurate and complete before placing your order. To ensure that orders are shipped as promptly as possible, orders are processed as soon as they are received. Your shipping address cannot be changed once your order has been processed |
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My address was entered incorrectly when I placed my order and it was not received. Can you reship it to me or refund me for this order? |
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Clique Inc. will not refund any customer whose order is not received because the shipping address provided during the checkout procedure was inaccurate or incomplete unless that order is classified as undeliverable and returned to Clique Inc. (see Undeliverable Packages for details). Clique Inc. will not re-ship any order that is not received because the shipping address provided during the checkout procedure was inaccurate or incomplete. |
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I never received my order, and it has been confirmed as undeliverable. Can it be reshipped to me? |
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If for any reason your order is classified as undeliverable and returned to Clique Inc., we will notify you via e-mail that your order has been cancelled due to a failed delivery attempt and you will be issued a refund of your order subtotal. Shipping and handling will not be refunded.
Clique Inc. will not re-ship any order that is classified as undeliverable and returned to us. If you would still like to purchase the items that were undeliverable, please place a new order through our website. |
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Can I change my email address or username? |
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If you need to change your email address, please contact Clay Aiken Store Support.
At this time, we do not offer username changes. |
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What are the minimum system requirements to fully enjoy the Clay Aiken Store? |
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Please note the following minimum system requirements:
Operating System:
-Microsoft Windows XP or higher
-Pentium III processor 800mhz or higher
-256 mb RAM Internet Connection
Browser: Internet Explorer version 6.0 or higher which can be downloaded for free at www.microsoft.com/windows/ie/default.asp
or,
Netscape version 6.0 or higher which can be downloaded for free at http://channels.netscape.com/ns/browsers/default.jsp
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Why can’t I login? |
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Please ensure that you are completely filling in your username / email address and password in the correct fields before selecting "Member Log In." If you select "Member Log In" before entering any information you will automatically receive an "Invalid Login" error message.
Also make sure that you are entering your password with the correct capitalization. The system is case sensitive, so you must enter your password exactly as you did when you registered for the Clay Aiken Fan Club. Your password can be found in your membership confirmation email.
If you can not find your password, please click on the "Forgot your password?" link on the home page. If you have not received the automatically generated password e-mail you will need to contact the Support Team to receive a temporary password.
If you still have trouble logging in, please try deleting your temporary internet files and cookies. If that doesn't work, submit a support ticket to the Clay Aiken Support Team and a representative will assist you further. |
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Why haven’t I received any e-mail notifications? |
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You may not have received an e-mail sent by the Clay Aiken Store for one of the following reasons:
1) Your webmail server is delayed in delivering the e-mail
2) Your junk mail filter caught the confirmation e-mail before it could reach you.
3) You use AOL/CompuServe/Verizon, or other webmail provider, and the email did not reach you because of the NOREPLY@clayonline.com address. Please understand that your account will not be impacted in any way by not receiving a confirmation email.
As an AOL user, you might try the following: In the "Keyword" box type "Mail and Spam Controls." When that screen appears, go to the bottom and select the "Sender Filter" edit button. Change your setting to "allow mail from all senders", then click on "Save" button.
At this point, the only resolution we may suggest to remedy this is to register for a free yahoo or hotmail account and contact a customer support representative to help you update your email address.
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How do I change my personal information?
(E-mail, Address, Username, Etc.) |
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If you need to change your email address, or any other contact information please contact Clay Aiken Store Support.
At this time, we do not offer username changes. |
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How can I contact customer support regarding my order? |
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Our customer service office is open from 10am - 6pm Monday thru Friday PST. Should you have any questions regarding your merchandise order, please call us at 415-267-6103 or submit a support question online at http://support.clayonlinestore.sparkart.com/ or regular mail at Clique, Inc. P.O. Box 8639 Emeryville, CA 94662. |
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