Frequently Asked Questions & Answers Regarding Mailed Orders
How can I get my order faster?
Shipping & Handling Options:
- $2.00—First class shipping: Please allow up to 2-3 days for PEF MBP order processing. Delivery will be within 3-5 business days after processing, in most cases. During peak times and holidays, delivery time may vary. If you want next day or 2-3 day shipping, choose one of these shipping options:
- $15.00—UPS Next Day Air Saver (Tracked): When you select to expedite your order, PEF MBP makes every attempt to ship your order for UPS Next Day the same day the order is received. Orders received by 2:55 p.m., Monday–Thursday, are delivered by end of day on the next business day. Orders received after 2:55 p.m. Monday–Thursday are shipped the next business day. Orders received after 2:55 p.m. on Friday, will be shipped on Monday. No PO Boxes should be used when selecting this shipping option. No weekend deliveries are available with this service.
- $5.00—USPS Tracking: When you select to track your order, please allow up to 2-3 business days for PEF MBP order processing. Delivery will be within 3-5 business days after processing, in most cases, and includes Saturday deliveries.
Is the office open on weekends?
No. PEF MBP is open Monday–Friday 9 a.m.–5 p.m., except on state recognized holidays or when the state offices shut down due to extreme weather. Holiday closings are posted on pefmbp.com and social media.
Can I order tickets, gift cards, and other benefits online and still pick my order up at the office?
Yes. Go through the shipping and billing information to get to the shipping option screen. Select “pick-up at our Albany office” and your order will be ready for pick up at 10 Airline Drive, Suite 101, Albany, NY 12205 on the next business day at noon.
PLEASE NOTE: The pickup option is not available for any special event ticket that specifically says in its description that it will be emailed to you, either by PEF MBP or the vendor directly.
Can I order tickets, gift cards, and other benefits online and have someone pay when they pick up at the PEF MBP office?
To order tickets, gift cards, and other benefits, a payment must be applied. We do not have the capability to place merchandise or other benefit orders “on hold” because some merchandise is available in a very limited quantity.
What ordering method will get me my merchandise the fastest?
Ordering via our eStore, which is open 24/7, is always the best. You can select “Pick-Up” as a shipping method if you live within driving distance to the PEF MBP office. Your order will be ready for pick up on the next business day after noon. Otherwise, all orders mailed have a standard $2 Shipping and Handling charge. Or you can select Overnight or USPS Trackable shipping for an additional fee. If your order is received by 2:55 p.m., Monday–Thursday (non-holiday) your USPS Trackable order will ship the same day. Orders placed after 2:55 p.m. Friday, ship on Monday.
Can I send someone to purchase my merchandise for me?
Yes, if you are paying with cash and you have the PEF member’s Membership Identification Number (MIN). PEF staff cannot provide MINs to anyone other than the member.
Why don’t you accept American Express?
To keep ticket costs low, we accept credit cards that charge a lower processing fee. We currently accept VISA, MasterCard, and Discover.
Is your office open during lunch?
Yes, but please keep in mind that lunch can be a very busy time and we operate with less staff as our staff must take lunch between 11 a.m. and 2 p.m. Therefore, if you call during this time period to place an order, you may experience a short waiting period in the phone queue. If you visit the office, you may experience a brief wait period as well.
Can I order over the phone?
Yes, Monday–Friday from 9 a.m.–5 p.m. Online hours are 24/7.
When is the best time to visit your office to place an order in person (i.e. slow times)?
From 9 a.m. to noon, Monday–Friday is usually the slowest time. If you live local and order your merchandise online, it will be available for pick up the next business day after noon. We will process your order and have your merchandise ready and waiting for you when you get here.
Do you offer “Will Call” tickets?
We offer “Will Call” tickets for certain “Special Events”, but this is rare. Therefore, if you are within driving distance of our Albany office, you may select the “Pick Up” shipping option. Your order will be available for pick up the next business day after noon.
Can a non-member pick up my order?
Yes, you can have someone else pick up your order if you tell us the name of the designated person. If you are placing the order online, there is a Special Instructions section on the order screen that appears AFTER you enter your credit card information. Enter the name of your designated person in this Special Instructions section. If ordering over the phone, tell us at the time of ordering that someone else will be picking up the order and we will note it on your order. The person picking up the order will need to show a photo ID.
Can tickets be emailed to me?
A growing number of tickets and gift cards can be emailed. E-products are identified with an e-product icon. [e]
Can I just show my PEF ID and get a discount?
Certain venues and retail locations offer members a discount when presenting their PEF ID card at time of purchase. Such venues and retail locations are promoted on the PEF MBP website as a PEF ID card discount.
Can I add a personalized message to the order that I am having shipped to someone else?
No. Our system has a box for “Special Instructions” and it is for internal staff use only. This section is designed for you to be able to tell us if you plan to pick up your tickets at a certain time or day, or if someone else will be picking up the tickets for you.
I emailed a question to email@example.com. It’s been 15 minutes and I haven’t gotten a response.
We make every effort to respond to emails as quickly as possible during our weekday office hours but depending on the number of members being serviced at any given time, we cannot always respond immediately. Also, if you email PEF MBP after 3 p.m. on Fridays, you may not receive a response until Monday morning.
Where can I get an order form to place an order by mail?
While we highly encourage orders to be placed online, it is possible to order by mail. Send a letter to PEF MBP and include your full name, PEF Membership Identification Number (MIN), a detailed list of items ordered, and a check for the total amount of your order, plus $2 for Shipping & Handling. Make your check payable to PEF Membership Benefits Program, 10 Airline Drive, Suite 101, Albany, NY 12205. Please include a daytime phone number in case we have questions regarding your order.
How many tickets or gift cards can I order?
Please review our Terms & Conditions as the number of tickets you can order may vary by vendor and season. The number of tickets you can purchase can be found on the eStore page under the Add to Cart button. This will show you the Member quantity, as well as the Discounted quantity that can be purchased. The Discounted rate is the cost before any PEF MBP subsidy is applied. If you have exceeded the number of tickets you can purchase at the Member rate, the system will automatically bump the remaining tickets purchased to the Discounted rate.
My order has not arrived. What should I do?
For a mail order, it can take up to two (2) weeks from date of order to delivery. If two (2) weeks have passed and you have not received your order, please contact us in writing or via email with a description and date of your order.
How can I get more help with my order?
You can call us Monday–Friday between the hours of 9 a.m. to 5 p.m. EST: (518) 785–1900, ext. 243, or (800) 767–1840 or email us. Please note that PEF MBP is not open on weekends.