Frequently asked questions
Your satisfaction with your experience of the BWXT Company Store is very important to us and we want to hear from you. For all of your customer service and technical support needs, please contact our Customer Service Center via email at BWXTcompanystore@robertsonmarketing.com.
Phone: 855-728-2016 Hours: 8 a.m. to 5 p.m. Eastern Standard Time.
For In-Stock product orders, shipping and handling fees will be determined at checkout based on the item(s) ordered and the ship-to address.
For On-Demand product orders, shipping and handling fees will be charged as a flat fee. The BWXT Company Store reserves the right to adjust this fee at any time.
In- Stock Store: Orders are processed Monday through Friday, and our goal is 100 percent accuracy in quantity and timeliness for all shipments.
Standard (UPS Ground), non-expedited orders received, will ship within two business days (48 hours). Express-shipping orders (Next Day, 2nd Day or 3 Day Select UPS orders) placed by 3 p.m. Eastern Standard Time, pending credit card authorization, will be shipped the same day.
All standard deliveries are shipped via UPS Ground and should arrive within four to seven days. We do not ship to PO Boxes.
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. Should you find a discrepancy, please make note of any damage to the box. If you have questions about the shipping and handling, please call the toll-free number listed on the packing slip.
On-Demand Store: On-demand products are not warehoused but are instead decorated and fulfilled after the order is placed. On-demand items ship directly from the vendor. The production time varies based on order volume, this process could take up to 2-3 weeks. Please allow additional time for delivery.
The online store accepts Visa, AMEX, Mastercard, and Discover for your convenience. Kindly ensure that the billing address provided matches the one associated with your chosen card. When reviewing your credit card statement, you will notice that the merchant is identified as Robertson Marketing Group. This group administers the store on behalf of the BWXT Company Store. We recommend retaining a copy of your order confirmation email for your records.
The BWXT Company Store accepts the following methods of payment:
- Credit Card (Visa, Mastercard, American Express, Discover)
- Entity and Cost Center Code
- Project Code
On Demand Store: Because on demand products are made to order, we do not accept returns.
In Stock Store: If you choose to return an item for any reason, you will receive full credit minus shipping and handling charges provided the merchandise is returned within 30 days of shipment to you. If RMG incorrectly shipped the wrong item or if the item is defective, you will receive a refund of your shipping charges in addition to full credit for the cost of the item.
To return your item(s), please include original packing slip and circle the item(s) that you are returning. Next to each item you are returning, please briefly note your reason for the return. Please pack and seal your return securely, in the original package whenever possible.
Upon completion of a return, RMG will credit the merchandise total in full for each returned item to the original credit card or cost center used for the order. RMG will refund shipping charges only if RMG incorrectly shipped the wrong item or if the item is defective. Packages must be returned prepaid. COD deliveries will not be accepted.
Please return all packages to: RETURNS DEPARTMENT BWXT/RMG 359 Kesler Mill Road Salem, VA 24153
If you have placed an order, you will receive an email confirmation. Once the order ships, you will receive a shipping confirmation email with your tracking number. You may also check the status on the "My Account" page once you are logged into the site.
You may contact customer support to determine if your order can be changed prior to order processing and shipment. Customer support can be reached at BWXTcompanystore@robertsonmarketing.com. Please make sure to include the order number in your email to customer support.
Order processing initiates immediately upon placing your order. If you wish to explore cancellation and credit card refund options, please reach out to BWXTcompanystore@robertsonmarketing.com for assistance.
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.
For orders shipping internationally, the recipient is responsible for the payment of Customs duties to the courier on or before delivery. Orders returned or refused at international delivery addresses will not be refunded.
We do not currently ship to P.O. Boxes.
Our complete privacy policy can be found at https://www.robertsonmarketing.com/data_privacy_policy.html
We use security tools to protect the security of your personal information that you share with us. However, no data transmission over the Internet can be guaranteed to be 100% secure. As a result, while we strive to protect your personal information, we cannot assure or warrant the security of any information you transmit to or from our website and you do so at your own risk. Once we receive your transmission, we will use reasonable efforts to protect its security on our systems. We urge you to keep your account and password in a safe place and not to divulge it to anyone. Remember to sign off your account and close your browser window when you have finished your visit. This is to ensure that others cannot access your account, especially if you are sharing a computer with someone else or are using a computer in a public place such as a library or Internet cafe.
Our website may contain links to websites operated and maintained by third parties over which we have no control. Privacy policies on such linked sites may be different from our privacy policy. You access such linked sites at your own risk. You should always read the privacy policy of a linked site before disclosing any personal information on such site.
If you have a security concern or would like to report a security issue related to The BWXT Company Store, please email us at security@robertsonmarketing.com.
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.
Robertson Marketing is a branded merchandise partner, and we manage this online store on behalf of BWXT. Robertson also has an experienced special/custom order merchandise team that can suggest and source items for events or programs.