Avaya FAQ

Customer Service

Monday through Friday from 9 a.m.– 5 p.m. ET


Customer Support

Three easy ways to contact us here at Inkwell Global Marketing promotional marketing specialist

By phone: Rich Bracken: (732) 617-3022 9am – 5pm EST

By email: avaya@inkwellusa.com

Technical Issues: Report it here



Call or email your dedicated Account Representative


Rich Bracken

Phone: (732) 617-3022

Email: Richb@inkwellusa.com

Hours: Monday through Friday from 9 a.m.– 5 p.m. ET

Navigating the Webstore 

Header (Top Page Navigation)

My Account: Go here to edit your Personal Information, Change your Passwords, Edit your Address Book, View Order History & Details


FAQ: Go here to read about our Customer Service Hours, Shipping Information, who to reach out to, Return Process and any other webstore related questions you may have.


Technical Support: Takes to you Technical Support Form, please allow 24 hours for a response. If you need immediate assistance please contact your dedicated Account Manager


Webstore User Guide: Slideshow of Key Features


Account Balance (Funds): Go here if you are unable to use a code provided to you, your Spending Account Balance is incorrect, you are missing funds owed to you.


Urgent Requests: Fill out this form for large quantity/ urgent requests. AFTER you fill out the form please contact your dedicated Inkwell account representative to ensure that your rush request was received.



How do I place an order?

Online: The preferred, quickest way to process your order. All orders placed through the web are 100% secure. Simply follow the checkout process to completion.


Ordering from thru the webstore is easy, using the following method.

- Browse the store and select which items you want to purchase, by placing them in your shopping cart.

- When you’re ready to make your purchase, select the shopping cart icon on the top right corner to review your shopping cart.

- Please note that if you had received a $75.00 Giftcard from the original site and have not used it yet this balance can be seen under the "Spending Account" Tab on the top of the page. When you are ready to complete your order go through the necessary steps and then once you get to the final page Payment Page there is a dropdown menu called Spending Account, where you will find your available or remaining balance. If it's incorrect or missing please fill out our Funds Form, which can also be accessed on the top of the page.


I accidentally added an item to my cart. How do I remove it?

To change the quantity of an item, update the number in the quantity box and click the pink refresh button. This will update your shopping cart. You can edit, remove or change quantities of items in your shopping cart.


If you would like to ship to multiple addresses, please contact your account manager as their information is seen above and he/she can assist you with placing your order.


How do I know if my order went through?

When you complete your web order, you will see an order confirmation screen appear. You will also receive an order confirmation email containing an order summary. Should you require further information about an order or do not receive an email confirmation, kindly check your spam folder prior to reaching out. Please contact your dedicated account manager for assistance.


I need promotional items for an event this week. Can I place a rush order?

In the event that you need to expedite the processing of your order, please look under the new Quick Ship for all available in-stock inventory merchandise. Inkwell Global Marketing, must be notified about all rush requests no later than 12pm EST for next-day shipping. Please select the appropriate shipping method to prevent any shipping delays. Then contact


If you have any rush order requests, please contact your dedicated account manager for assistance.




What methods of payment do you accept?

Currently there are multiple ways of checking out of the webstore.

  • Coupon Code - When using a coupon code this will either be a set dollar amount, a percentage, or you would have to spend a minimum quantity in order to use the code on the site. Please enter this code in the Coupon Code dropdown which can only be found in the shopping cart page. You are still required to enter a credit card during checkout.

Will my credit card statement say Inkwell Global Marketing?

Your promotional items have been produced and fulfilled by Inkwell Global Marketing. If you are paying by credit card, Inkwell Global Marketing will appear as the merchant name. Reach out to Inkwell Global Marketing should you have any questions regarding the charges on your statement.


Will I receive an invoice for my items?

You will automatically receive an emailed Order Confirmation, this is your invoice. Your Order Confirmation email will have details and the charges of your order (subtotal, applicable taxes, and shipping/handling charges).


A packing slip showing the contents of your package will be included with your order. An invoice detailing the charges of your order (subtotal, applicable taxes, and shipping/handling charges) will be mailed separately to the "bill to" address indicated on your order.


Will I be charged sales tax?

Inkwell Global Marketing is required to collect applicable sales tax on all U.S. purchases, including shipping and handling. Sales tax is dependent upon the types of goods purchased, as well as the state to which the order is being shipped. Applicable sales tax will be calculated and charged to your invoice.

Prices and applicable taxes are subject to change without notice.




How will my order ship?

During the checkout process, you are required to select a shipping method. All U.S. orders will be shipped either via US Postal Service Mail or UPS Ground unless otherwise specified. The cost of freight will be added to the total of your order. Freight costs vary based upon order contents, size, weight and shipping method selected.


How will my order ship?

All in-stock merchandise will ship within 24–48 hours from receipt of order. Please select your shipping method accordingly. We are happy to accommodate rush orders. Your order must be submitted by 10:00am ET (additional charges may apply). You will need to select UPS shipping service at checkout. Freight charges will be in the cart based on the shipping service you have selected.


Are you able to ship orders internationally?

To place an international order, please contact your dedicated Account Manager.


UPS Transit Map


Standard shipping:

UPS Ground (allow 1-5 Business days depending on the destination)


Expedited shipping:

UPS 2nd Day Air

UPS Next Day Air


Are you able to ship to my P.O. box?

We cannot ship to P.O. box addresses. Please use a valid street address when placing your order.


I received my tracking number but it says “doesn’t exist or is in “pre-shipment”, is there something wrong?

It usually takes 24-48 hours for US Postal Service to post their tracking information on their sites. If your tracking isn’t posted after 48 hours please contact your account manager.


My tracking information states “delivered,” but I still haven’t received anything, what do I do?

Occasionally postal carriers may update tracking information to delivered right before your package has actually arrived at its destination. If this happens, your package should be delivered in about 24-36 hours after your tracking information has been updated.


If you still are unable to locate your package, we ask that you please contact your neighbors, building receptionists, or the postal carrier to confirm the exact time and location for the delivery. You may be required to pick your package up at one of their facilities.


For international customers, often items are marked as “delivered”, but are actually being held by customs or the local parcel office. We urge you to contact these facilities if your package has not arrived before reaching out to us.


What is covered in my shipping cost?

Shipping costs directly reflect the actual cost of shipment to your address and are based on both weight and geographical location. Special or delicate items like drinkware, or other breakable goods might have higher shipping costs due to their heavy-duty protective packing material. We don't want your packages to be damaged in the mail, so we take extra care before we ship them to you. If you have any questions or concerns regarding shipping & handling prices, please contact us.


International orders: customs and other fees may be incurred in order to receive your package. Our shipping costs do not cover these charges.


What if my package is returned to sender?


If “return to sender” is initiated and your package is still in transit, we recommend contacting your local postal service and/or the courier handling your delivery (USPS, UPS, etc.), as they may be able to redirect your package.

If your package is returned to our warehouse, we will contact you and offer either a full refund or a re-shipment of your order. This message must be replied to within 10 days or the order will be canceled/refunded in full.




When should I expect to receive my product with a custom logo design?

Due to the high value of some products, custom logo embroidery and etching is done on demand after the order is placed. Because of this custom process, please allow up to 1-2 weeks for delivery. All products are labeled with production expectations depending on the item selected in the product description. Quick Ship items whether they are or aren’t in-stock are quickly replenishable.


Technical Issues


Why is the website being marked as “NOT SECURE”? [This only applies or addresses an issue on our previous webstore.]

You will only see this message when viewing the site on a Chrome Browser. Last year, July (2018), Google announced they would be marking all URL’s beginning with HTTP to mark them seemingly less safe to visitors despite nothing actually changed with the site itself. The only way to have it removed is to install an SSL certificate.


Updated Note (2/14/19): Inkwell Global Marketing does have an SSL certificate for the Shop. If you had seen the “Not Secure” warning, that was due to some back-end coding that needed to be updated. I’m confirming that this in fact has been fixed for all Chrome Users.


Locked out of my account


Please note that just like any other website on the internet. For security reasons three failed attempts will lock you out of your account.

  • We do run a daily lock out report for all of our stores every morning.

  • Typically anytime between 8-9am. ET

  • Anyone locked out after that time is handled the next business day, or if they reach out then the same day.

  • Each locked out customer receives an email notifying them that their password was reset to avaya2019.

If this is an urgent matter please email customer service, so that we can expedite your request.

Monitor resolution and color

This site should be viewed with a minimum screen resolution of 640 x 480 and a recommended screen resolution of 800 x 600. Refer to your computer's manual for information on changing this setting.


We have made every effort to display the colors of products that appear on our site as accurately as possible. However, as the actual colors you see will depend on your monitor, we cannot guarantee that your monitor's display of any color will be 100% accurate.


Why am I having issues checking out on Internet Explorer? [This only applies or addresses an issue on our previous webstore.]

This is a known issue that our team was working on correcting, but was unable to find a solution on the OLD site.


You are now able to use any browser you wish to use.


Return Policy


Return instructions

Should you have any issues with your order please send your Customer Service a detailed email of the issue to see if we can resolve the issue. Please be sure to include your company name and order number in the subject.


Place the order back in its original packaging and include the original order number and be sure to ship the package  in order to expedite processing. Ship the package to Inkwell Global Marketing. Ship the package via UPS, and keep your tracking number in case reference is needed. (Please note that Inkwell Global Marketing is not responsible for receipt of returns sent via uninsured U.S. parcel post).


Am I able to return or exchange my purchase if I don’t like it?

If you are not completely satisfied with your order, you may return your unused merchandise, it must have all tags and labels and be in new condition, with its original packaging. You have within 30 days upon receiving your order. You are also responsible for any return shipping fees. Please ship via UPS or USPS and provide us with tracking once it is sent. Once your return is processed, you will receive a refund for the items returned less the cost of original shipping and handling.


Returning your order

Many of our apparel items are made on demand specifically for you! If you are not completely satisfied with your order please reach out to your dedicated account rep for a for additional information about the items you wish to return.

For items that are able to be returned you may send your merchandise back in new condition, with its original packaging, within 30 days of receiving your order to receive a full refund, less original shipping and handling.


Please be sure to use the EXACT FORMAT otherwise it will cause refund delays.


Ship the items to the address below:


Attn: Inkwell/ Rich Bracken

Avaya Order# [please enter your order# here]

600 Madison Avenue

Manalapan, NJ 07226

(732) 617-3022


Please ship via UPS or USPS and provide us with the tracking number once it is sent. Send your tracking to customer service. Once your return is received, inspected and processed- please allow 3-5 business days for the refund to your original form of payment, less the cost of the original shipping.