FAQ

Objective: To introduce and orient Fastlyan end users to the new Fastly store 

Introduction: Welcome to the Fastly Store! We are excited to launch this new platform for Fastly-branded merchandise, in partnership with Jack Nadel International. Whether you are ordering for yourself, your teams, or your families, our aim is to provide you with fun, stylish, useful, and Fastly-spirited products. 

Disclaimer: Please know that the Fastly Store is new and we will be learning and iterating as we go. If you have a comment for us, please share your thoughts and feedback with us here. 

THE FASTLY STORE 

What is the Fastly store? 

The Fastly Store is an employee-only online website, in which Fastlyans are able to purchase branded merchandise. 

Who is Jack Nadel International (JNI)? 

Jack Nadel International is one of the largest promotional merchandise vendors in the world, with warehouses in North America, EMEA, APAC, Australia, and India. JNI will allow us to bring Fastlyans all around the world a consistent experience. They will be our primary vendor for all future company merchandise for full company swag drops, team gifts, etc. 

How can I login to the Fastly Store? 

You can find the Fastly Store application in Okta, or you can type the web address [store.fastly.com] to login. 

Will any items in the Fastly store be free? 

No.  We are launching the Fastly Store with $75.00 USD worth of store credit to every Fastly employee as of September 14, 2020. Stay tuned for additional credit news! 

What is a Voucher Code and how does it work? 

A Voucher Code is a code sent by email that the recipient can use to redeem new hire boxes, baby boxes and gifts. If you receive a voucher code, please enter your code at the checkout stage and the amount will be applied at checkout.  

Are my address and credit card information secure? 

Fastly’s security and finance teams have conducted a thorough security audit and JNI is entirely PCI-DSS compliant to keep your information safe and private. 

What type of payment methods are accepted? 

Visa, Mastercard, and American Express. 

Is the company profiting from this store? 

No, we have offered all items at-cost solely to cover our own expenses. This store is exclusively to benefit Fastly employees. 

Does JNI Process Personal Data?  

JNI processes personal data according to their Privacy Policy available here. JNI has entered into a data processing agreement with Fastly that limits their use of personal data and requires JNI to comply with all applicable data protection laws.  

ORDERING 

Why are only some sizes visible? 

Only sizes and colors that are in stock are visible in the store. If you are looking for a size not listed, please get in touch here. 

How can I request a pre-existing item or that a size be restocked? 

Please get in touch here. 

How do I order a color or product not listed? 

Please get in touch here. 

When will I receive my order? 

Orders are typically shipped within 24 hours of receipt. You can expect delivery in 2 to 14 business days, depending on where you are in the world, the shipping method, and customs clearance (if applicable). 

Will I receive a confirmation email? 

Yes, you will receive an Order Confirmation email from the alias noreply@jniwebshop.com. Please check your spam folder if you cannot locate this confirmation email in your inbox. 

How do I change or cancel my order? 

An order cannot be changed or cancelled once it has been placed. If you have a problem with your order, please get in touch here. 

How can I view my order history? 

To view your orders and tracking info, navigate to the Account menu in the top right corner of the swag store. Please note that tracking will not appear until your order is shipped and the reference becomes available from the courier. 

I have a problem with my order or I have not received it. 

Please get in touch here. 

I don’t like the item I have purchased, can I return it? 

No.    We’d love to hear your feedback on what didn’t work about this item, please get in touch here. 

How do I place a group order? 

We’ll be happy to help you out with a group order! Please visit our Team Order Request page on Confluence to learn more. 

SHIPPING 

Do I have to pay for shipping? 

Yes. As Fastly’s gift to employees for the initial launch of the Fastly Store, we will be covering all shipping charges. Please stay tuned for more information on future orders and their shipping charges. 

What shipping method do you use? 

The default shipping method will be UPS Ground.  

Can I ship my order to someone else? 

Items ordered from the store are primarily intended for Fastlyans, however, you may ship an item to anyone. In the future, the RevOrg will have access to customer merchandise, as will Marketing for event equipment and merchandise.  Stay tuned for updates. 

How do I track my order? 

Once your order is shipped, you will receive an automatic email notifying you of the shipment and containing your tracking number. You will receive this email with tracking from the alias noreply@jniwebshop.com, so please check your spam folder if you cannot locate your tracking email in your inbox. 

Can I place a rush order? 

At the moment, rush orders are not available. Orders typically ship within 24 hours and arrive within two to 14 days. 

SPECIAL REQUESTS 

I have an idea for a new Fastly item. How can I submit this? 

Excellent! Please get in touch here. 

Can I order a quantity not listed? 

Usually yes. Let’s talk.  Please reach out here. 

When I am awarded store credit, does it expire? 

No, your store credit does not expire while you are a current employee of Fastly. We will be releasing new merchandise periodically, so feel free to keep it in your personal account and use it for items that appeal to you. 

Can I give my credit to someone else? 

No, this credit is not transferable.