General
Q. Who is selling the checks on this website?
A. The checks offered on this website are sold to you by your
financial institution. Deluxe is your financial institution's
preferred wholesale check supplier. Your bank hires us to manufacture
the checks, as well as process, handle, and deliver the retail
orders.
Q. What are the benefits of ordering checks from my
financial institution's preferred check supplier?
A. The advantages of ordering checks directly through your
financial institution include:
- Security of ordering checks from your financial institutions
endorsed check printer
- A guarantee that your checks will be printed accurately
- Tamper-resistant checks that contain important security
features to help fight against check fraud, protecting your checks
from alteration and counterfeiting
- Safe, secure check ordering
- Multiple design choices
- 100% satisfaction guarantee
Q. What kinds of fees, charges, and taxes are there?
- A. The price of your checks is ultimately set by your
financial institution, considering various factors and costs,
including but not limited to applicable program status, applicable
waives or discounts, and the amounts your financial institution pays
Deluxe for the checks, standard shipping, handling, tax, and other
fees.
- A. You are also offered various levels of Expedited Delivery
and Processing Fees, for which you are charged additional
discretionary amounts for delivering, handling, and processing your
order with faster delivery times. The retail prices your financial
institution sets for checks, Standard Delivery, as well as the
various Expedited Delivery and Processing Fees, allows your
financial institution to offer its customers an integrated check
ordering experience and, when considered along with other revenues,
may earn a profit.
- A. The various taxes applicable to your order-such as city,
state, and local taxes-are typically included in the price of your
checks. In some instances, however, taxes may be listed as a
separate charge. The actual amount of taxes applicable to each order
varies.
Q. What happens to my payment?
A. When you place an order for checks, a third-party entity
authorized to act as an ACH Originator makes a deduction from your
account for the total amount, including any additional fees for
expedited delivery, processing, and services. This will appear on
your bank account as an "ACH" fee.
The ACH Originator then remits to Deluxe the amount that the
financial institution owes to Deluxe for the checks, various fees,
and tax, per Deluxe's contract with that financial institution.
Deluxe then remits the appropriate tax amount to the appropriate
authorities. The remainder of the amount is remitted to your
financial institution.
Q. How many checks are in a box?
A. Most personal check designs have 80 checks per box.
Mini-Paks have 1 pad of 25 checks per box. Please note that some
financial institutions specific design can have different quantities.
Q. What check number will print on my checks?
A. Our system calculates the next logical starting number based
on your previous order. You can change it if you would like, based on
numbering allowed by your financial institution.
Q. I'm getting an error message, how do I get help?
A. If possible, please follow the directions in the error message. If
that does not help, please call 866-838-5301 or use the contact
us page
Q. I think I am missing a book/pad of checks, what
do I do?
A. Some reorder forms list the next starting number, not the
number for the check in the book/pad. This makes it appear that you
are missing a book/pad of checks. Look at the actual check underneath
the reorder form for the check number in the book/pad.
Q. Where can I find more information on how to use
my checks and balance my checking account?
A. Learn more about managing and using your checking account at About
Checks. Read or download the pdf file Learning About Checking
Accounts.
Q. What does the 100% satisfaction guarantee mean?
A. Deluxe is sure that you will be happy with your check order.
However, if you are not satisfied with your order or your order was
printed incorrectly, contact
us and we will reprint your checks or replace your order with a
similar product at no additional charge. If we are unable to resolve
your concern, we are also happy to refund your money. We guarantee
your satisfaction!
Q. How do I know if I can order my checks from this
site?
A. The personal checks available through this Web site are
offered by Deluxe on behalf of your financial institution. You should
be able to order from this Web site if all of the following
conditions are met:
- Your financial institution has chosen Deluxe as its check
supplier.
- Your financial institution offers this service to its
account holders.
- Your last order was placed with Deluxe (using one of the
traditional ordering methods or online ordering).
- You know the ZIP code that was printed on your last check
order.
Q. How long is my order information stored?
A. Information on orders is stored for up to 5 years. If you
have not ordered personal checks through your financial institution
within the past 5 years, or if our system is unable to retrieve your
order history, please contact your financial institution to place
your order.
Q. There is a problem with my order. What should I
do?
A. To have your checks reprinted, contact your financial institution
or call 1-866-838-5301 or by using the Customer
Service area within this site.
Ordering
Q. What information should I have printed on my
check?
A. To protect yourself from identity theft, Deluxe recommends
not including your Social Security number, driver's license number,
or other unnecessary personal information on your checks. Merchants
should request and verify your identifying information.
Q. Are there any ordering restrictions?
A. Possibly. Depending upon the type of account you have with
your financial institution you may be unable to order certain types
of products (address labels and/or accessories), order certain check
designs, or make alterations to the accent features (symbols,
background symbols, messages) of your check.
Q. Can I change my imprint or shipping address
online?
A. For your security and protection, many financial institutions do
not allow these changes online.
If you are
allowed to make these changes, the system will allow you to. Please
note that these changes may need to be approved by your financial
institution prior to the order being produced.
If
you aren't allowed to make changes online, please place your order
with your financial institution or by calling 866-838-5301.
Q. I am part of a program at my financial
institution. If I reorder through this Web site, will I be charged?
A. Deluxe offers this service to you on behalf of your financial
institution. To find out your specific program requirements, please
contact your financial institution.
The actual
amount debited from your checking account will reflect your proper
discount as defined by your program or account type.
Q. How do I pay for my order?
A. Your checking account will be debited for the amount of your
order.
Q. My bank is going through some changes. Will my
order be printed correctly?
A. Deluxe stays current with all changes taking place in the
financial industry. If your financial institution information
changes, we update our system automatically to ensure your checks are
printed correctly.
Q. Why do I get a price not available instead of a
price?
A. This rarely happens, but when it does it is because our
application has encountered a glitch. You can place your order by
calling 866-838-5301 or with your financial institution to get your
price.
Q. Will my order be automatically processed?
A. Yes, however orders are sent through a fraud screening
process. Some orders may have a slight delay or be cancelled during
this process.
Delivery
Q. When will I get my checks?
A. Allow 10-14 days for production and standard delivery. If
you need your checks sooner, take advantage of our faster delivery
options, which are available for most products. Orders with faster
delivery methods placed later in the day may be produced and shipped
the next day.
Q. Can I change where my order is shipped?
A. For your security and protection, many financial institutions do
not allow the shipping address to change online.
If you are allowed to make these changes, the system will allow you
to. Please note that these changes may need to be approved by your
financial institution prior to the order being produced.
If you aren't allowed to make changes online, please place your order
with your financial institution or by calling 866-838-5301.
Q. Can I ship my order to an international address?
A. This site can only accept check orders that will ship within
the United States, including Puerto Rico. All reorders to be shipped
outside the U.S. must be handled through your financial institution.
We do accept APO/FPO addresses for military personnel.
Order Status
Q. How can I check the status of my order?
A. Sign in and click My Orders. Details such as item name,
order date, status, and ship status will display on the page.
Q. How do I know that my order has been placed?
A. After you click the Place Your Order button on the Review Order
page, you will see an Order Confirmation page. The Order Confirmation
page confirms that your order has been submitted to Deluxe. You will
also receive an e-mail message confirming your order.
You can
view your order by signing in and checking order status in My Orders.
Q. I ordered more than one product, but only
received one. Where is the rest of my order?
A. Products may ship from various facilities and therefore may
arrive at different times. Also, certain products are considered
separate orders and will be shipped separately.
Q. Can I check the status of my order even if I
didn't order online?
A. Yes. Information about your recent check order is available
on this Web site whether you ordered by mail, by phone, online, or
through your financial institution. The order status service is
available to anyone whose financial institution has selected Deluxe
as its check supplier. If you didn't order online, allow up to seven
days for your order to be entered into our online system.
Security
Q. Is it safe to reorder checks through this Web
site?
A. Yes. Deluxe uses a secure server for all online
transactions. In addition, we have set up security checkpoints
throughout the order process to further ensure the security of your
transactions. How do you know you have a safe connection? Look for a
closed lock icon in the lower right corner of the browser window-any
transactions made from a page with a closed padlock icon are secure.
Q. Can anyone outside Deluxe see my personal
information?
A. No. All transactions processed on this Web site are
protected using Secure Sockets Layer (SSL) technology, the
industry-standard method for protecting Web communications. The SSL
security protocol provides data encryption, server authentication,
message integrity, and optional client authentication for a TCP/IP
connection. This means you can enter personal information, like your
name, address, and account number, and be confident that others
cannot read or access this information.
Note:If your financial institution subscribes to one
of Deluxe's account verification services, the information you submit
may be forwarded to these areas within our company for risk
evaluation.
Q. How can I be sure that Deluxe is a reputable and
trustworthy Internet supplier?
A. Your financial institution selected Deluxe as its check supplier after a
thorough review of our credentials and capabilities. Deluxe is proud to
display the BBB Accredited Business. Learn more by clicking
on the logo. You can also learn more about how we use and protect
the information you supply on the website by reviewing our
Privacy
Policy.
Q. How do you protect the privacy and security of my
information?
A. Deluxe has a long history of recognizing and protecting the privacy of
consumers and is committed to protecting your privacy and utilizing technology
that gives you the most powerful, safe, online experience available.
Security measures are in place on our website to protect the misuse
and alteration of the customer information under our control.
Feel free to review our Privacy Policy for more details.
Q. What does the BBBAccredited Business seal mean?
A. Deluxe is authorized to display the BBB seal because we have
been an accredited business since 1999 and meet and comply with
BBBOnline privacy standards. You can learn more about the BBB and our
accreditation by clicking on the BBB logo.
Q. Is e-mail I send to you through this Web site
secure?
A. If you use the Customer
Service page to send your e-mail message, your message is secure.
All communication sent through this Web site is protected by Secure
Sockets Layer (SSL) technology. SSL encrypts information sent over
the Internet between your computer and Deluxe, helping to ensure that
the information remains confidential. Note that SSL security does not
apply to e-mail exchanges that occur outside our Customer
Service pages.
Provent Fraud Protection
Not all financial institutions participate
in Provent Fraud Protection. If your financial institution
participates this service may be included with your check order.
Please contact your financial institution for more information.
Q. What is Provent Check Fraud Protection?
A. Provent Check Fraud Protection® is the only service of its kind,
covering your checks against forged signatures, forged endorsements
and altered checks. We will reimburse your loss of funds due to check
fraud up to $25,000, within 72 hours. Speedy reimbursement keeps you
burden-free while giving your financial institution time to fully
investigate and resolve the fraud incident. The service also gives
you access to certified Resolution Specialists who can answer
questions and give you advice for prevention of check fraud.
For
more information about Provent Services including Terms and
Conditions please visit deluxefs.ezshield.com
Q. Is there a monthly fee?
A. No it is not. The cost is $2.49 per order. The checks
ordered are covered for up to 2 years.
Q. Does it cover electronic fraud?
A. No, Provent only covers checks that were physically altered,
or forged (the actual checks ordered). Counterfeit or reproduced
checks would not be covered.
Q. How do your certified Resolution Specialists
assist me in the event of check fraud?
A. The service provides Assisted or Fully Managed support
options. With Assisted support, the certified Resolution Specialist
will directly advise you on the best procedures and documents to
respond to a check fraud incident. With Fully Managed support, the
certified Resolution Specialist will act on your behalf to resolve
the check fraud incident.
Q. How do I report a possible check fraud event with
you?
A. Contact
us immediately if you see any activity that concerns you. You can
report fraud or suspicious activity by clicking "Report Fraud" at the
top of the Deluxe Provent website and filling out our form, or by
calling a certified Resolution Specialist right away by calling
1-866-460-0095. By filling out the "Report Fraud" form, or contacting
us directly, your case will be given our highest priority.
Deluxe Provent ID Restoration
Not all financial institutions participate
in Deluxe Provent ID Restoration. If your financial institution
participates this service may be included with your check order.
Please contact your financial institution for more information.
Q. What is Deluxe Provent ID Restoration?
A. Provent ID Restoration protects you in the event of identity theft
by working with you to restore your identity to pre-theft status. An
online fraud incident reporting process allows you to submit cases at
any time, which ensures a timely response to your identity theft
cases. Certified Resolution Specialists research each case and help
you throughout the process. With this service you will receive: (a)
access to ongoing education and information regarding how to avoid
identity theft issues, (b) 24/7 access to a password-protected,
secure online dashboard where you can manage and protect essential
personal information, (c) and identity theft resolution support from
a certified Resolution Specialist should you experience an identity
theft event.
For more information about Provent Services
including Terms and Conditions please visit deluxefs.ezshield.com
Q. Is there a monthly fee?
A. No there is not. The cost is $1.95 per order. Identity theft
coverage is provided for 1 year.
Q. How will you know if someone has stolen my
identity?
A. You will contact EZShield to notify us if you suspect that fraud
has occurred. You can contact us 24/7 via phone, fax or email. Call
1-866-460-0095 or visit deluxefs.ezshield.com
Q. What is a Limited Power of Attorney?
A. It gives us permission to speak on your behalf so we may
assist with the fraud restoration process. Providing a Limited Power
of Attorney is only required if you would like our certified
Resolution Specialists to work on your behalf instead of just
advising you on how to resolve issues yourself.
Q. How do I report a possible identity theft event
with you?
A. Contact us immediately if you see any activity that concerns
you. You can report fraud or suspicious activity by clicking "Report
Fraud" at the top of the Deluxe Provent website and filling out our
form, or by calling a certified Resolution Specialist right away by
calling 1-866-460-0095. By filling out the "Report Fraud" form, or
contacting us directly, your case will be given our highest priority.
Q. How long am I covered?
A. ID Restoration purchased with your check order provides
coverage for one year. You will be asked if you wish to continue this
service after one year.
Deluxe Provent Checking Account Protection
Q. What is Provent Checking Account Protection?
A. If you experience any type of fraud associated with your
checking account, Deluxe is here to assist. You receive: (a) fraud
resolution support by certified Resolution Specialists (b) 72 hour
advancement of funds lost due to fraud up to $25,000 for forged
signatures, forged endorsements, altered checks, counterfeiting, ATM
fraud, and debit card fraud (c) access to Online Wallet, a secure
member area for managing and protecting essential personal
information such as passwords, identification, credit card
information, and bank account information (d) ongoing education and
tips to help you minimize your risk of fraud.
Q. Is there a monthly fee?
A. No there is not. The cost is $4.49 per order. The customer
receives complete fraud resolution assistance for any type of fraud
associated with a covered checking account for up to 2 years.
Q. How do customers report a possible fraud event
with you?
A. Customers should contact us immediately if they see any
unusual account activity that concerns them. Customers can report
fraud or suspicious activity by clicking "Report Fraud" at the top of
the Deluxe Provent website and filling out our form, or by calling a
certified Resolution Specialist right away at 1-866-460-0095. By
filling out the "Report Fraud" form, or contacting us directly, the
customer's case will be given our highest priority.
Privacy
Q. I no longer want to receive promotional emails
from Deluxe. How do I unsubscribe?
A. If you no longer wish to receive promotional emails from
Deluxe, use the unsubscribe link provided at the bottom of each email
from Deluxe or contact us at 866-838-5301.
Q. I no longer want to receive reorder reminder
emails from Deluxe. How do I unsubscribe?
A. If you no longer wish to receive reorder reminder emails
from Deluxe, use the unsubscribe link provided at the bottom of each
email from Deluxe or contact us at 866-838-5301.
Q. I opted out, but would like to resubscribe. How
do I do this?
A. You may select to resubscribe to reorder reminders or
promotional emails each time you place an order.
