Frequently asked questions

Shipping and returns

The First Citizens Collection ships only within the United States.

Orders ship Monday through Friday. All standard deliveries are made via UPS Ground. Shipments to PO boxes are not acceptable. Orders for in stock items placed before 9:00 AM ET can be shipped out the following day.
Our goal is 100% accuracy on quantity and timeliness for all shipments. Orders are processed Monday-Friday. All orders for in-stock merchandise are shipped within 48 hours.
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.

Rush orders are currently not accepted for this program.

Shipping and handling charges are calculated based upon your order total. Your shipping charges will be indicated when your order is placed. In your shopping cart calculate the charges by selecting the destination and level of service.

All orders will ship via UPS using the best option available.

We do not currently ship to P.O. Boxes.

Currently we do not split-ship orders for the store.

Unwashed, unworn, or defective merchandise may be returned within 30 days from the date of purchase with an original receipt. To return, please include original packing slip and circle the item(s) being returned. For a return, we will credit the budget center used to place the order. Pack and seal your return securely, in the original package. Packages must be returned pre-paid. C.O.D. deliveries will not be accepted.

Please reach out to the support team at firstcitizenshelp@robertsonmarketing.com to initiate returns. 

Please include the original packing slip and circle the product(s) that 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, your email address and your address. 


Return the package to: 
FIRST CITIZENS RETURNS
Robertson Marketing Group 
359 Kessler Mill Road
Salem, VA 24153

*Shipping charges will only be refunded if the item sent is incorrect, or if the item sent is defective.

We are unable to exchange returned merchandise. Please log back into the site and place another order for the items you would like.

Orders

  1. Select the People Directory in the top right corner of the IRIS home page.
  2. Input your First and Last name and select “Search".
  3. Locate your name in the “Search Results” that will auto-populate below the search button, and select “View Details”.
  4. Locate the “GL Location Code” and “Responsibility Center” boxes, and note those values for future use.

If you have placed an order, you will receive an email confirmation and a shipment confirmation email once the order ships. You may also check the status on the "My Account" page once you are logged into the site.

You may contact customer service at firstcitizenshelp@robertsonmarketing.com to determine if your order can be changed prior to order processing and shipment.

Order processing begins the moment you place your order. However, it may be possible to stop the order prior to it reaching the warehouse. Contact customer support at firstcitizenshelp@robertsonmarketing.com to see if it is possible to still cancel your order.

If you would like a custom order for a specific item, click on the Custom Order link found on the landing page when you first access the site.

Purchases

Please reach out to firstcitizenshelp@robertsonmarketing.com to prepare a quote.

If you would like a custom order for a specific item, click on the Custom Order link found on the landing page when you first access the site.

Taxes will be charged during checkout. In states where our commerce service provider and fulfillment partners have operations, we are required to charge sales tax on certain product purchases as well as shipping and handling. Currently sales tax is collected in the following states: AL, AZ, CA, CO, CT, DC, FL, GA, IL, IN, KY, MA, MD, MI, NC, NJ, NY, NV, OH, PA, SC, TN, TX, UT, VA, WA, WI, and WV.

The First Citizens Store accepts budget codes for corporate orders and credit cards for personal orders.

All budget code purchases over $1000 must be approved.

For personal orders the following credit card types are accepted:
American Express
Visa
Mastercard
Discover
We are unable to accept checks, cash, or bank transfers.

Cost Center Information

  1. Select the People Directory in the top right corner of the IRIS home page.
  2. Input your First and Last name and select "Search"
  3. Locate your name in the "Search Results" that will auto-populate below the search button, and select "View Details".
  4. Locate the "GL Location Code" and "Responsibility Center" boxes, and note those values for future use.

Other questions

Yes. For information on California Proposition 65, visit https://www.p65warnings.ca.gov/. Products being shipped to California will contain a notification sticker identifying that an item or items in the package have been identified by the state of California to cause cancer, birth defects, or other reproductive harm.

Our complete privacy policy can be found at  https://www.robertsonmarketing.com/data_privacy_policy.html.

Robertson Marketing is First Citizen's branded merchandise partner and we manage this online store. Robertson also has an experienced special/custom order merchandise team that can suggest and source items for events or programs.