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Home > MSRP FAQs

Customer Care
Wholesale retailers - please click here to login and view your account and FAQ's.

  • Do you sell wholesale & how do I become a reseller?
  • How do I place an order online?
  • Can I place orders by phone?
  • Can you rush my order?
  • What are my payment options?
  • Do you charge sales tax?
  • I am purchasing this as a gift. Does the price show on the packing slip?
  • Can I add a gift message? If so, how do I do it?
  • How do I check the status of my order?
  • Will I get an email confirmation after I place my order?
  • How do I change or cancel my order?
  • What if my order is undeliverable?
  • What is your return and exchange policy?
  • How long before I receive my refund?
  • Can I return personalized items?
  • Can I return edible, cosmetic or personal care products?
  • Do you charge restocking fee?
  • What if I got my order but items are damaged or there are other issues?
  • When will my order ship?
  • Do you ship to PO Boxes?
  • Do you ship to APO/FPO addresses?
  • Do you ship to Canada?
  • Do you ship internationally?
  • How is shipping calculated?
  • What are your shipping options?
  • Will the items on my order ship together or separately?
  •  
  • Are Baby Aspen products safe for baby?
  • Do you have a printed catalog?
  • Do you have an affiliate marketing program?
  • What is your contact information for the press?
  • I am a vendor, how do I submit my products for consideration?
  • Where can I read feedback from your customers?
  • Are online transactions on your site secure?
  • How do you use my contact information?
  • Read our Privacy and Security Policy
  •  


    Ordering

    Do you wholesale & how do I become a reseller?

    Yes, we do wholesale! Just click the "How do I become a reseller" link for details and to register!

    How do I place an order online?

    To place an order on our website, please use our secure on-line shopping basket and enter your credit card information. If you would like to place an order by phone, please call us toll free at 866-586-5095 anytime between the hours of Mon-Fri 9AM - 6PM EST.

    If you have questions regarding any of our products and services, you can email us 24 hours a day, 7 days a week, at baby@theaspenbrands.com but why not just give us a call?

    Can I place orders by phone?

    We accept phone orders toll-free at 866-586-5095. Our customer relations advisers are available Monday through Friday 9AM to 6PM EST to answer your questions. We'd love to talk to you!

    Can you "rush" my order?

    Delivery time is processing time + shipping time = delivery time. If you need your items before normal processing or shipping time, please call us Mon-Fri 9AM - 6PM EST at 866-586-5095. We can do whatever we can to accommodate you whether it's rushing processing where available or expediting shipping, or both! Please note: processing & shipping are 2 separate processes.

    What are my payment options?

    Orders can be placed on-line using Visa, MasterCard, American Express or Discover Cards. At this time, we are not accepting checks or money orders.

    Do you charge sales tax?

    Sales tax will only be assessed for orders that are shipped within the state of Georgia (7%). This is due to the fact that our corporate office is in Atlanta, Georgia. All other states and countries are tax-exempt.

    I am purchasing this as a gift. Does the price show on the packing slip?

    No. Since many of our items are sent directly to the recipient as gifts, we never include an invoice with the package. Your order confirmation serves as your record of payment.

    Can I add a gift message? If so, how do I do it?

    Yes, a gift message can be added and shipped with your order. Please look for the text box during check out. Please note that your gift message will appear on the lower section of the packing slip.

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    Order Tracking & Updates

    How do I check the status of my order?

    You have several options for tracking your order:

  • Track directly from our Web site
  • Track from the UPS Web site with your UPS tracking number, which we will email you when your order has shipped from our location.

    Will I get an email confirmation after I place my order?

    Yes, you will receive two e-mails. The first will be to confirm your order has been received. Please review your order confirmation immediately upon receipt and call us immediately if any changes need to be made. The second email will provide tracking information once your order has been shipped.

    How do I make changes or cancel my order?

    Please verify your order confirmation immediately upon receipt to verify the details of your order. You may make changes or cancel your order as long as the order is not in processing. We strongly suggest you speak with a customer relations advisor Mon-Fri 9AM - 6PM EST at866-586-5095 as soon as possible with changes or cancellations so we can accommodate your request without any additional charges. If an order is in processing, no changes can be made.

    What if my order is undeliverable?

    If UPS is unable to deliver your order due to an incorrect address, the order will be returned to us. The sender is responsible for any return & reshipping fees charged by UPS to redeliver the package. We do not require signatures for most deliveries. However, UPS may, at their discretion, require a signature. In this event, it is the receiver's responsibility to contact UPS for delivery. Three notices will be left by the driver at the home of the recipient and if unanswered, the package will be returned to us for a fee and UPS will charge another fee to reship.

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    Return Guarantee and Exchanges

    What is your return and exchange policy?

    We pride ourselves on carrying high-quality items, and we hope that you will be pleased with your order. When you receive your order, please inspect it carefully to verify that all items meet your expectations. If, for some reason, you are not satisfied with your purchase, you may request a return authorization within 30 days of receipt. Some items are non-returnable and non-refundable such as edible, personalized, cosmetic and personal care items. Due to the nature of these items, all sales are final. Some examples of non-returnable items are manicure sets, lip balms, lollipops, drink mixes, coffee, tea, jelly, honey, flip flops and olive oil. We now feature a self-service return center! If you are the purchaser, click here to request return approval. Please note: If your gift was purchased from a 3rd party retailer we are unable to accept your return. Your return authorization number (RA#) will expire 30 days after issuance. If you are the recipient but not the purchaser, please call us to assist with your return at 866-586-5095. Then please follow these easy steps.

    Step 1 Enter the RA# in the appropriate space provided on the return label which is part of the packing slip you received with your shipment. If your order is returned without an RA, there will be a $20 processing fee.

    Step 2 Affix the Return Label to the original shipping box. Make sure items are in their original packaging, and are appropriately secured within the shipping box. We cannot accept items for return or exchange that are not in resalable condition.

    PLEASE TAKE NOTE: The customer is responsible for shipping. We do not refund shipping charges. No credit is given for lost return packages and nonreturnable items returned to us will not be shipped back to the sender nor credited to their account. Items returned without prior authorization will be charged a $20 restocking fee. We do strongly recommend that you use a shipper with a traceable shipping method as we cannot be responsible for damaged or lost return packages.

    How long before I receive my refund?

    After we receive your package and inspect the items, you will receive an email confirming credit total. Credit will be issued in 3 to 5 business days. Please allow adequate time for your banking institution to process the credit.

    Can I return personalized items?

    Due to the nature of these items (i.e. they cannot be resold,) personalized favors and gifts are non-returnable and non-refundable.

    Can I return edible, cosmetic or personal care items?

    Due to the nature of these items (i.e. they cannot be resold,) edible and cosmetic favors and personal care products are non-returnable and non-refundable.

    Do you charge restocking fees?

    In order to receive a RA# for return, you must contact us within 30 days of receipt. We will not charge a restocking fee on these returns.

    What if I received my order, but some items are damaged?

    Please inspect all items carefully when you receive your order. If there is any damage, please call us Mon-Fri 9AM - 6PM EST at 866-586-5095 at your earliest convenience, but no later than 7 days after the package was delivered. Keep the original box, packaging materials, as well as any paperwork that came in the box. We suggest that you email us a digital photograph of the damaged box and/or items. A customer-care specialist will help you file a claim with UPS if needed.

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    Shipping

    When will my order ship?

    Our shipping model is easy to understand! Processing time (pulling and packaging your order; personalizing if requested) + shipping time = delivery time. Most orders ship within 3 business days. If an item requires personalization, production time could take longer, depending on the item. You can check the "When will I receive it" link on each item by entering the shipping zip code to verify delivery times. Most orders will deliver w/in 5-7 business days depending on your chosen method of delivery. If you have any questions, we're here to help!

    Do you ship to Post Office Boxes?

    Unfortunately, we cannot ship to PO Boxes. We ship UPS and are required to have a physical address for delivery.

    Do you ship to APO/FPO addresses?

    Yes. However, we do not guarantee delivery times on these orders.

    Do you ship to Canada?

    We ship to Canada and offer pre-payment of customs taxes and duties if you select that option during checkout. The pre-payment amount is currently $20.95. While we are not in a position to provide an estimate on customs fees for orders shipping via Standard Ground to Canada, we have found that most broker/customs fees start at $30-$50 and our $20.95 prepaid option offers good savings for our customers. If Standard Ground shipping method is chosen, additional charges, such as duties, brokerage fees, destination fees and taxes, are separate from this transaction, are not calculated or collected at the time of purchase and will need to be paid at the time of delivery (by you or the recipient).

    Do you ship internationally?

    At this time, we do not ship outside the U.S., U.S. territories and Canada.

    Will the items on my order ship together or separately?

    All items on the order will ship together in one shipment. If an item is on backorder, the entire order will ship complete once the item is back in stock.

    How is shipping calculated?

    Shipping is calculated during checkout and is based on the weight of the items you selected and the shipping destination. If you’d like an estimate, please place the items in your shopping cart, fill in the contact & shipping info and the shipping will be calculated the right side beneath the subtotal.

    What are your shipping options?

    We work with UPS and offer regular ground shipping, 3-day guaranteed delivery, 2-day guaranteed delivery and overnight delivery. Please keep in mind that any shipping option other than regular ground shipping incurs a premium shipping fee. Even if you choose to upgrade the shipping, regular order processing times still apply. Check individual product pages for details. If your package is shipping to a residence and weighs less than 9 lbs, your order may qualify for Economy Shipping during checkout. Economy shipping offers reduced shipping rates, but please allow 7 to 10 business days for delivery.

    Will the items on my order ship together or separately?

    All items on the order will ship together in one shipment. If an item is on backorder, the entire order will ship complete once the item is back in stock.

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    FAQ's

    Are Baby Aspen products safe for baby?

    Rest assured Baby Aspen wants to keep its tiniest customers safe! COC Testing certificates for Baby Aspen are available upon request!

    Do you have a printed catalog?

    We do not offer a printed catalog; our entire collection can be viewed online.

    Do you have an affiliate marketing program?

    No, we do not offer an affiliate program.

    What is your contact information for the press?

    All press inquiries should be emailed or addressed to the following address: baby@theaspenbrands.com

    I am a vendor. How do I submit my products for consideration?

    We are proud to manufacture all of our items and are not accepting other products for consideration at this time.

    Where can I read feedback from your customers?

    If you'd like to know what our customers say about us, please visit our testimonials page.

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    Privacy and Security Policy

    Are online transactions on your site secure?

    All the information you provide, including your credit card information, is secured using Secure Sockets Layer (SSL) encryption technology. We use SSL technology to prevent your information from being intercepted and read as it is transmitted over the Internet. In addition, our site is tested and certified daily to pass the HACKER SAFE Security Scan. Research indicates that sites remotely scanned for known vulnerabilities on a daily basis, such as those earning HACKER SAFE certification, prevent over 99% of hacker crime.

    How do you use my contact information?

    We request your email address so that we can email you an order confirmation and tracking. We request your phone number to contact you in case we need to give you an order update. Rest assured, we never rent or sell your contact information to anybody, for anything.

    Read our Privacy & Security Policy

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    Contact Us

    If you have any questions and would like to speak with a customer relations advisor, you can contact us by:

    Phone: Call us toll-free at 866-586-5095. We're here Monday through Friday 9AM to 6PM EST to serve you.

    E-mail: E-mail us at baby@theaspenbrands.com to ask a question, make a suggestion or get any assistance you may need. Most e-mails are answered within 24 business hours. Please note that weekend email responses may be delayed.

    Mail:

    Baby Aspen
    2700 Breckinridge Blvd
    Duluth, GA 30096

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