My Account FAQs

My Account FAQs

Q. I forgot my password. How do I retrieve it?

“Click my account” in the top right corner of the website and then choose the “forgot password” link below the login. You will be prompted to enter your email associated with your account. The password will be sent to that email address immediately after you request it. If your password doesn’t show up in your email, try looking in your junk mail/trash/spam folder.

Q. I changed my email address and forgot my password, so I am unable to get my password from my old email address. What should I do?

Email customer service with your new email address; they can set up a password for you. You can also call Customer Service at 801-676-4440 between 9am and 5pm MST and they’ll be happy to assist you.

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Q. How do I update my personal information and/or password in my account?

Log into your account on the home page. Under “account information,” you can change your name and email. If you need to change your password, select the “change password box.” You will then have to enter your current password, followed by the new password you’d like.

Q. I am trying to set up a new account in the Signing Time Store and am having trouble entering the “verification code” at the end of the setup process.

The verification code is case sensitive. Don’t use a special font. Just type in the letters and/or numbers you see, in order, using your keyboard keys. Even though the security code may appear in a crooked line with spaces, just type the letters/numbers in a straight line without spaces.

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Q. I have a coupon code. How do I use it to get my discount?

Enter the items you want in your cart and proceed to checkout. On the checkout page you will see a box to enter your discount codes. Enter your coupon code in that box and click “apply coupon.” Continue the process from there!

Q. I have more than one coupon code I’d like to use. How can I use both of them?

You may only use one coupon code per order.

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Q. How do I get a coupon code?

Sign up for our e-Newsletter and Promotional emails and then watch for coupons and specials in your inbox!

Q. How do I subscribe/unsubscribe to your newsletter?

To subscribe to the newsletter, go to our homepage and enter your email address in the Newsletter Signup Box towards the bottom and continue through the registration process. To unsubscribe, click the link provided at the very bottom of any newsletter you receive and follow the instructions.

Visit our Newsletters page for more information.

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Q. If I am placing my order online, can I find out what the shipping/handling charges are before I complete my order?

Yes. First, enter all the products you wish to purchase. Click the “checkout” button or “view my cart” button. On the checkout page is a box to estimate your shipping and tax. Enter your country, state and zip code and a shipping quote will appear. You can do this without completing your order.

Q. Why won’t my credit card go through? The screen keeps taking me back to re-enter my credit card information.

If your card is declined or there was a problem processing your card, a message box will pop up after clicking “Place Order.” It will tell you what the error was with your card. Please try carefully re-entering your credit card information before contacting Customer Service.

Be sure the information on your card is exactly as entered on the processing screen (name on card, card number, and CVV number). Also, be sure your billing address correct. Your billing address is the address where your credit card statement is sent.

If the information is exactly the same and it still will not process, or if you can’t read your CVV number, call your bank and/or try a different card.

You will know that your order has processed when you see the order confirmation page with an order number.

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Q. How will I know if my order was placed?

You will immediately see an order confirmation page and an order number right after your credit card processes. You will also get an email confirmation within a few minutes after placing your order.

Q. Why do I need my order number?

If you call or email Customer Service, you will need your order number so we can assist you better. Your order number also confirms that your order was successfully placed.

Q. I checked my account and it says my order status is “pending.” What does that mean?

Orders are sent electronically each evening to our warehouse for fulfillment. At the present time, our warehouse doesn’t have a way to communicate back to our system to show that the order was fulfilled. If your order status still says pending in your account, it means that your order has been placed and sent to the warehouse for shipping. You will receive an email from our warehouse with a confirmation that the order has in fact been shipped.

If you have any concerns, please contact Customer Service.

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