Q: How do I search a product?

A: Either enter a word or a phrase into the search box at the top of the screen and click the magnifying glass icon. Or use the category tabs, like Beauty or Electronics, underneath the search tool to navigate to specific product departments. The site will then return matching products for you to browse.

If you're having trouble finding the product you're looking for or if you need additional assistance, please contact [email protected] or contact your SHOP Consultant.

Q: What is a OneCart store?

A: OneCart stores enable you to purchase their goods using our convenient OneCart, which allows you to buy items from different stores using just one log-in and checkout process. You can view your purchases history and change account details for all the OneCart stores in one place. Shopping made simple!

Q: Do I have to pay for my order in full?

A: Yes. The total amount of all item(s) ordered will be charged in full to your credit card, debit card or PayPal account depending on the store you purchase from. Online orders cannot be paid for on an instalment basis.

Q: How can I make changes to my account, including my password?

A: Ensure you are logged in, then click on the Person icon with ‘Hello, your name’ next to it in the top right hand side of the page. Then click on ‘My Account’, then you have options to edit your account details including ‘change my SHOP.COM password’.

Q: How do I enable cookies on my browser?

A:
Mozilla Firefox

• Go to the "Tools" menu
• Check the box corresponding to "Allow sites to set cookies"
• Click "OK" to save changes

Chrome

• Click Menu Button in right top corner
• Select "Settings"
• Click on “Show advanced settings” at the bottom of the list
• In "Privacy” row click “Content settings…”
• In “Cookies” row choose ‘Allow local data to be set (recommended).
• Click "Finished" and close Settings tab

Microsoft Internet Explorer 6.0+

• Select "Internet Options" from the Tools menu
• Click on the "Privacy" tab
• Click the "Default" button (or manually slide the bar down to "Medium") under "Settings"
• Click "OK"

Q: I am experiencing problems printing information on product details. Please help.

A: To eliminate this problem, click on the settings tab of your internet browser, then "Page Set Up" to edit the page margins. This will enable the product page information to fit in your page. If you continue to experience this problem, please contact Customer Service at [email protected].

Q: How do I order products on SHOP.COM?

A: It's easy. Search for the product you're looking for using the large search box at the top of the page. Then click on the product name or ‘Quick View’ button and then either ‘Add to basket’ or ‘Go to store’ to add products to your shopping basket for Market United Kingdom products and OneCart stores or purchase directly from the store where appropriate. Once you are ready to purchase, click on the basket icon in the top right hand side of the page and follow checkout instructions.

Q: Is the ordering process secure?

A: Yes! Our website uses the latest 128-bit encryption technology to protect your personal information. Our ordering process is totally secure from the beginning to end. Every purchase is backed by our secure server technology. Our software meets industry standards and is among the best available for secured transactions. All customer information on this server is encrypted for your protection. While most pages on the site are not encrypted, you will automatically enter the secure server whenever your personal information is requested. It encrypts all of your personal information so that it cannot be read during transmission over the Internet. For your security, we use the same industry standard SSL (Secure Sockets Layer) as leading major commercial shopping sites to obtain confidential user information.

Q: How do I add items to my shopping basket?

A: OneCart items: Once you've found an item you'd like to save, simply click quick view or the product title, then ‘Add to basket’.

Partner Store items: Click the ‘Go to Store’ button and you will be redirected to the Partner Store’s site where you can add that product to the store basket, if available.

Q: How can I delete an unwanted item from my shopping basket?

A: From your OneCart: Delete an unwanted item by clicking on the shopping cart icon at the top right hand side of any page. Then click Checkout. Then click Remove for any product you longer want to save in your basket. You can also click ‘Save for Later’ for products you want to keep in the basket but don’t want to purchase.

For all other items, please follow the store's individual store's procedure for removing basket items.

Q: How do I purchase the items in my shopping basket?

A: Clicking on the shopping Cart in the top right hand corner of the page will bring up a listing of everything currently in your shopping basket. Click the Checkout button and from here you can remove any items you no longer wish to order or change the quantity. When you are ready to order, simply click on the Proceed to checkout button and you will be led through the online ordering process. You also have the opportunity to complete your order any time you add something to your basket. 

Q: I'm having problems with my shopping basket. What do I do?

A: If you are experiencing problems with our shopping basket (such as adding products to the basket, but it still shows that it is empty), this may be because your browser is not set up to accept cookies. Follow the instructions above to allow the use of cookies. If you have more issues, please contact [email protected].

Q: How do I learn more about an item I want to purchase?

A: Read the item description in the details section of the product page. If you have any more questions about the item, you can contact your Shop Consultant or [email protected].

Q: Is VAT applied to my order?

A: Market United Kingdom is VAT registered so all own branded products will include VAT at the prevailing rate.

Q: Can I make changes to my order after it has been submitted?

A: Our goal is to pack and deliver your order as quickly as possible; therefore, we will not be able to allow changes to your order once submitted.

Q: Do I receive a confirmation for the order I placed?

A: If you purchase an item through your OneCart, you will receive an order confirmation email from SHOP.COM. If you purchase an item through one of our Partner Stores, you will probably receive an order confirmation from the individual store; please contact them directly with further questions.

Q: What payment methods do you accept?

A: OneCart Stores: OneCart stores accept Visa, MasterCard, Maestro and PayPal.

Partner Stores: Payment methods vary according to individual store policy. Please click on the See store info link located on every store page for more details.

Q: How is my card charged?

A: When you place an order, SHOP.COM creates a pending charge (preauthorization) for the total amount of the order excluding Points and gift cards. This is not an actual charge; all discounts will be applied at the time of the actual charge.

Q: How do I update my credit card?

A: For OneCart purchases: Click on the Person icon or your name on the top right corner of the page, then click on the My Account link, and then click on edit your saved payment methods.

For all other orders: Please consult the individual store's customer service page for their policy.

Q: What is your return policy?

A: Each OneCart store selling products or services on SHOP.COM will have its own unique return policy. Before you place an order on SHOP.COM, please read the Seller's return policy. Please consult the individual store's return policy by clicking See Store Info on each store's page on SHOP.COM.

For partner stores, please refer to each store’s returns policy on their site.

Q: I am unhappy with my order and not satisfied with your resolution.

A: As a responsible retailer and to provide our customers with added piece of mind in relation to our commitment to customer service we are a member of The Retail Ombudsman. The Retail Ombudsman is authorised by Government to provide alternative dispute resolution services. The service is free for consumers to use and as a member we follow a strict Code of Conduct, which means that we are bound by their decisions. For more information visit www.theretailombudsman.org.uk, call 0203 137 8268 or ask for a copy of an information leaflet from our customer support team.

Q: How can I check my order status?

A: For OneCart orders: Log into your account and click on view my orders under account history. You will see you entire order history here and check on the status.

For all other orders, please consult the individual store's site for details.

Q: How do I track my order?

A: If your purchase is delivered by UPS, you can track your order online at ups.com to see when the items you purchased will be delivered. Otherwise please refer to the individual store for order status.

Q: Does my order qualify for free delivery?

A: For Market United Kingdom products (Isotonix, Motives, SNAP etc.), orders over £60 qualify for free delivery. Orders under £60 in value are charged a flat fee of £3.

For partner stores, delivery charges vary, so please check with each store.

Q: When should I expect delivery?

A: You should receive your Market United Kingdom delivery within 2 to 3 days of placing your order. For OneCart and Partner Store orders, please consult the individual store's website for specific details on delivery.

Q: What is a Preferred Customer?

A: Our Preferred Customer Programme is focused on developing good quality, long-term relationships with loyal customers. As a preferred customer, you will receive many great benefits that include:

• Assistance from a SHOP Consultant
• Enrolment into the SHOP Tracker programme, where you can earn up to £40 per day, Email alerts for Hot Deals, offers and bargains
• Easy and Secure Internet Ordering
• Multiple Payment Options

Q: How do I register to become a Preferred Customer?

A: While on the Web Portal, click "Sign in" on the upper right of your screen. Fill out the brief form, and you will be assigned a Shop Consultant.

Q: What if I forget my Preferred Customer ID?

A: Send an email to [email protected].

Q: What is the Shop Tracker programme?

A: Shop Tracker is a revolutionary new shopping programme from SHOP.COM UK that saves you money and pays you to shop at many of your favourite online stores! Earn Points for purchasing the things you want and need, and have them delivered to your door.

• Earn up to 20% points for products from our partner stores where you see the SHOP Tracker Points logo.
• Earn points on purchases people you refer to SHOP.COM make on SHOP.COM.
• Find what you’re looking for from thousands of stores and millions of products and services using our lightning fast search technology.
• Take advantage of thousands of great deals at your fingertips that you can quickly sort by price, colour, style, and many other attributes at the click of a button.
• Save time and petrol by not driving from store to store.
• Please click on the Terms of Service link found at the bottom of this page for more Shop Tracker programme information.

Q: How do I earn SHOP Tracker Points?

A:

• Sign-up for free as a Preferred Customer on SHOP.COM UK
• You will receive an email with a user name and password.
• Be sure you are logged in each time you shop on SHOP.COM UK.
• Tracker points should be allocated to your account within 7 days of you placing the order. If you do not receive your points within 7 days, please contact [email protected].
• Invite your friends to sign-up as SHOP Tracker Members also earn credit on their purchases (where the Shop Tracker logo is displayed).

Q: How do I see how many SHOP Tracker Points are in my account?

A: When you’re logged in, on the SHOP.COM UK website, you can see how many SHOP Tracker Points are in your account at the top of the Home Page. Click on the Person icon or your name on the top right corner of the page, then click on the My Account link. Click on my points or my points rewards.

Q: Is there a limit to the amount of cash I can earn with my SHOP Tracker Membership?

A: The maximum you can earn from the programme is £40 per day.

Q: Can I refer my friends?

A: Yes! When you create a Preferred Customer account or when you’re logged in, simply enter one or more of your friend’s e-mail addresses in the text box under the heading Invite Friends. There’s a default message to your friends, or you can customise it with your own message. You’ll earn SHOP Tracker Points on all of their future, qualifying purchases. Plus, they’ll start earning Points on all of their own purchases where the SHOP Tracker logo appears when they are logged in as a Preferred Customer!

Q: Who is eligible to participate in the Shop Tracker programme?

A: Anyone, as long as they:

• Provide us with a valid e-mail address and password for account access
• Are at least 18 years of age and reside in the United Kingdom, Spain and/or the Canary Islands
• Have a valid, physical mailing address (a P.O. Box won’t work)
• Create a Shop Tracker account by registering using our brief sign-up form
• Adhere to our Terms of Use found via the link in the footer of this page. Read this carefully for specific limitations.

Q: How do I get started?

A: The first step is to sign up as a Preferred Customer so we can begin rewarding you for your online purchases. Signing up is quick, easy and best of all it’s FREE!
Next, start thinking about the types of items you buy on a daily, weekly or monthly basis, and special purchases you make throughout the year, such as gifts for birthdays, weddings, anniversaries, graduations, holidays and other special occasions.
Check out our product categories on SHOP.COM UK for more possibilities. Then, start flexing your purchasing power and begin earning the rewards you deserve.
Remember, at SHOP.COM UK, you get paid to shop for the things you normally buy at many of your favourite online stores and for everything else you want and need!

Q: How will I receive my cash?

A: When you request to redeem your Shop Tracker Loyalty cash from your account, you’ll need to verify your banking information so we’ll know where to transfer your loyalty cash.

Q: How do I make sure my purchase qualifies for SHOP Tracker Points?

A: When you shop for products using SHOP.COM UK and see the SHOP Tracker logo, you’ll know those products are eligible for Points. You can also see how many Points you’ll earn for each qualifying item. You can compare and sort products by various attributes, including the bottom line price. Click the best deal to go to that store.

Q: What are some of the limitations for getting SHOP Tracker Points?

A: In addition to Shop Tracker limitations outlined in our Terms of Service, some stores may have further restrictions for earning SHOP Tracker Points. For example, a special sales event may make a purchase ineligible for SHOP Tracker Points. Using a coupon for some stores could potentially void the SHOP Tracker Points for that store, including those you may receive via e-mail, see on a deal/coupon site or offered on a store’s website. Since all stores have different terms and conditions, we cannot distribute SHOP Tracker Points where stores follow this type of policy and impose certain purchasing restrictions.

Q: What should I do when a purchase isn't showing up in my account?

A: Most SHOP Tracker Point for eligible purchases appears in your Shop Tracker account within a week. Other possible reasons the purchase is not showing up in your account may include:

• The store might not recognise the purchase as complete because the item(s) might be on backorder, payment is processing, or other reasons. Contact the store directly to confirm that the purchase was processed. If the merchant confirms that the purchase was processed, please contact your Shop Consultant for further help.
• You opened a partner store’s website in a different web browser. All partner store transactions must be initiated via SHOP.COM UK.
• Your browser is not configured to accept cookies. Please see above about browser configuration to accept cookies.
• Your order was cancelled or the goods or services were returned.
• You also used a separate discount or coupon, gift card, or a gift certificate.
• Some popular browsers have changed their settings to prevent tracking of your browsing information. Visit https://uk.shop.com/shopping-tips-v.xhtml for tips to enable tracking on the most popular browsers. While these changes are intended to increase your privacy, they also impact our ability to track your orders for IBV credit. One such browser is Safari, which utilizes Apple’s Intelligent Tracking Prevention 2.0 technology for macOS and iOS (Mac, iPhone and iPad). For more information and technical details, visit https://webkit.org/blog/8311/intelligent-tracking-prevention-2-0/  Most of our Partner Stores have made the necessary changes to ensure your orders are tracked and you receive IBV. However, some are still working on implementing the required measures to prevent certain browsers like Safari from blocking order tracking
• Additional limitations for purchases on certain partner store sites might apply. See the store’s policy for further information.

Q: How does SHOP.COM know that I've made a qualifying purchase?

A: When you sign up and are logged in before you shop, qualifying purchases you make are tracked using your login information. SHOP Tracker Points earned from our Premier Partners will show up in your Shop Tracker account with a week or two.

Q: What happens if I return, exchange or cancel a purchase?

A: Returns, exchanges and cancellations are subject to the individual store’s return policy. If you return, cancel or exchange part or all of a purchase, the store may reverse your purchase with us. We won’t be able to give you SHOP Tracker Points from that transaction. Please refer to the individual store’s page on SHOP.COM UK for more details.

Q: What happens if a store changes the SHOP Tracker Points amount since the last time I was on the site?

A: It’s possible that the SHOP Tracker Points amount has changed from what you may have seen on a previous visit. The SHOP Tracker Points you earn is what is posted with the product at the time of purchase, so we can’t honour a SHOP Tracker Points amount you saw on an earlier visit if it has changed.

Q: What is a Shopping Trip ID?

A: A Shopping Trip ID is a unique number that lets us know that you left SHOP.COM to visit a partner store. This unique number lets us know each and every visit you make to our partner stores by date and time.

Q: Does the Shopping Trip ID let me know if I earned points from that trip?

A: Yes, we will record each and every trip you make to a partner store and if you complete a purchase in one of those trips, we will identify which trip ID generated the Points. Simply look for the icons next to the trip ID.

Q: What happens if I do not see my points showing on my Points report or Shopping Trip Activity report?

A: Please allow up to 7 business days for your purchase to be awarded to your account. If after 7 business days has past, locate the Shopping Trip ID for the store you ordered from on the day of the order. By clicking the Shopping Trip ID, you will be presented an online form to complete and send to customer service.

Q: I made one Shopping Trip to a Partner Store and placed two orders back to back but only one tracked to my Shopping Trip. Why did that happen?

A: In order for each order to track, you must click and generate a new trip ID for each order. Once you complete an order and need to make another one, you must click back through SHOP.COM and get a new trip ID for the next purchase. If you do not, then only the first order will count — the next order will not unless you click through SHOP.COM again before making the next purchase.

Q: What if I do not have a Shopping Trip for the day of my purchase?

A: All purchases must have a Shopping Trip ID on the day of the purchase. By having this ID, it provides us activity that you were logged in to your account and clicked on a qualified link through SHOP.COM or Shop Buddy.

Q: How far back am I allowed to see my shopping trips?

A: The total amount of Shopping Trips that are available to everyone is 3 months (90 days).

Q: How long do I have to request for a missing Points order?

A: You have up to 60 days to submit a missing order inquiry for any online retail purchase. After 60 days, the trip ID will be disabled for submitting the missing order request and you will not be able to fill in the request online. If it is a travel request past the time frame, please contact out customer service for assistance.

Q: What is a SHOP.COM gift card?

A: SHOP.COM Gift Card is a payment method that can be used to purchase items sold directly on the SHOP.COM website.

Q: Can I purchase SHOP.COM partner store products (e.g. Home Depot, Target, etc...?) with my SHOP.COM gift card?

A: At present, you cannot purchase products from such partner stores as Home Depot, Target, etc... and pay for them using a SHOP.COM gift card because you cannot add their products directly to the SHOP.COM shopping cart.

Q: How do I order or reload my MA Gift Card?

A: MA Gift Cards will no longer be available for purchase or reloading of funds. Preferred Customers and Distributors can purchase the new Digital SHOP.COM Gift Card on SHOP.COM.

Q: Can I return a SHOP.COM Gift Card?

A: No, SHOP.COM Gift Cards are nonrefundable.

Q: Is the SHOP.COM Gift Card available outside the USA?

A: Shop.com Gift Cards are available in the United States, Canada, Mexico, United Kingdom and Australia. SHOP.COM Gift Cards for one country cannot be used on another countries website. Example: SHOP.COM gift cards for the United States cannot be used on the SHOP.COM Canadian site located at ca.shop.com and can only be used for items shipped within the United States using US ship-to addresses. SHOP.COM Canada gift cards cannot be used on the SHOP.COM United States site located at www.shop.com and can only be used for items shipped within Canada using Canadian ship-to addresses.

Q: Where can I view my SHOP.COM Gift Card balance?

A: You can view your SHOP.COM Gift Card balance on SHOP.COM by navigating to the Account section and selecting the Manage My Gift Cards link.

Q: Can Market America Distributors use the MA Gift Card to purchase items in the UnFranchise Business Management Center?

A: Yes. Ordering of Distributor products on my.unfranchise.com is supported.

Q: Where can I redeem my SHOP.COM gift card?

A: SHOP.COM Gift Cards can be used to purchase items sold directly on the SHOP.COM Web site. To contact Customer Service call 1.866.420.1709.

Q: Do I receive Points on the purchase of a SHOP.COM gift card?

A: No Points or other incentives are awarded for SHOP.COM gift card purchases. However, you will receive Points on purchases made with the SHOP.COM gift card.

Q: Are there any fee's associated with the SHOP.COM Gift Card?

A: No. There are no maintenance fees associated with the SHOP.COM Gift Cards in the United States and Canada.

Q: What happens if my SHOP.COM gift card is lost or stolen?

A: If your SHOP.COM gift card is lost or stolen, you will need to contact Customer Service at 1.866.420.1709.

Q: What is Pay in Installments?

A: Pay in Installments is a new payment option offered by SHOP.COM that allows consumers to split the cost of a purchase into multiple equal payments over time through installment loans from lenders that participate in the Mastercard Installments Program.

Q: What are the benefits of paying in installments?

A: Pay in Installments provides consumers with additional financial flexibility to spread the cost of a single purchase over time with a wide range of convenient repayment options. The consumer does not need to have an existing relationship with the lender or have a Mastercard to apply for a loan, and applying will not impact their credit score.

Q: Which items are eligible for Pay in Installments?

A: A Pay in Installments banner will be displayed on product detail pages for items that are eligible for checkout with Pay in Installments. The Pay in Installments option will also be displayed at the payment page if the consumer's total cart size qualifies.

Q: What types of installment offers are available?

A: There are many different installments offers that a consumer may be eligible for, including zero-interest and APR with varying length of terms. The installment offers that are specifically displayed and offered to consumers are subject to the lender's policies. SHOP.COM does not have any input on what each consumer is eligible for.

Q: When is my first payment due?

A: The repayment schedule will be provided to the consumer directly from the lender. Depending on the lender and the offer selected, the first payment may be due at the time of purchase. The lender may also offer the option to automatically make future payments, so the consumer does not need to manually pay each time.

Q: What are the requirements of using Pay in Installments?

A: Consumers must be over 18 years of age, a resident of the U.S., hold an eligible Bank checking account/debit card to make future loan repayments, and meet specific credit eligibility terms to qualify. A complete list of requirements will be available in the loan application provided to the consumer during the checkout process.

Q: What is the minimum purchase amount to be eligible for Pay in Installments?

A: The minimum purchase amount eligible for Pay in Installments is $100.

Q: How does a consumer submit a return or cancel an order?

A: The consumer will need to contact SHOP.COM directly if they need to cancel an order or need to make a return. SHOP.COM will provide the consumer with additional instructions in accordance with its standard return policy. Once a return or cancellation has occurred, the lender will reconcile any repayments that have already been made.

Q: Who should the consumer contact if there is a question regarding an installment loan/application?

A: For more information on the terms of a Pay in Installment loan or application, the consumer can contact the applicable lender based on instructions provided to them during the loan application process and/or through their loan confirmation email.