Wholesale retailers - please click here to login and view your account and FAQ's.
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Do you wholesale & how do I become a reseller? Yes, we do wholesale! Just click the "How to sell" link in the footer for details and to register! How do I place an order online? Ordering is easy and convenient! Simply select your favorite items, add them to your shopping cart, and click "check out" for your order total. Once you have entered your shipping address, the shipping total will appear to the right of the "payment options" screen. For Wholesale retailers, please make sure you log in first! Yes, you may place your orders online or by phone! Our customer relations advisors are available Monday through Friday 10AM to 5PM ET (toll free) 1.877.650.6462 to place any orders or to answer your questions. We'd love to talk to you! Delivery estimate is processing time + shipping time = delivery time. If you need your items before the normal processing and shipping time, please call customer relations (toll free) 1.877.650.6462 during regular business hours Monday through Friday 10AM to 5PM ET. We will do everything we can to accommodate your request whether it's rushing processing or expediting shipping, or both! Orders can be placed on-line using Visa, Master Card, American Express or Discover Cards. At this time, we are not accepting checks or money orders. Sales tax will only be assessed for orders that are shipped within the state of Georgia (7%). Do you have a minimum order requirement? Kate Aspen has no minimum order requirement for most of our favors. There are some exceptions, please check the product information pages. You can order most of our favors in quantities of one with the exception of personalized, edible or items sold in a set. You will be charged the unit price of the product sample(s) plus shipping and handling. Once you place your final order with one of our customer relations advisers, you will be refunded the original ground shipping cost. Why do you ask for my event date? We use your event date for research purposes to analyze how to improve our service! This date is not used to rush the order or to speed or slow processing in any way. If you need to rush your order, please contact us Mon-Fri 10AM to 5PM ET (toll free) 1.877.650.6462 or email us at kateaspen@theaspenbrands.com. How do I check the status of my order? You have several options for tracking your order after we email you when your order has shipped from our location:
Yes, you will receive two e-mails. The first will be to confirm your order has been received. Please review your order confirmation 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? Upon receipt of your order confirmation email, please verify all details immediately. You may make changes to 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 10AM to 5PM ET (toll free) 1.877.650.6462 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 or cancellations can be made. What if my order is undeliverable? If the carrier 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 & re-shipping fees charged by the carrier to redeliver the package. We do not require signatures for most deliveries. However, the carrier may, at their discretion, require a signature. In this event, it is the receiver's responsibility to contact the carrier 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 the carrier will charge another fee to reship. 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 15 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 and pedicure sets, lip balms, lollipops, drink mixes, jelly, honey, and flip flops. 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 15 days after issuance. Then please follow these easy steps. Step 1 Step 2 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 15 days of receipt. We will not charge a restocking fee on these returns. Orders returned without prior authorization will be charged a $20 restocking fee. 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 our customer relations advisors Mon-Fri 10AM to 5PM ET (toll free) 1.877.650.6462 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 to expedite the claims process. 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. Most orders will deliver within 5 to 7 business days depending on the destination and 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. Please call us directly to place an order to an APO/FPO. We ship to Canada. Please note that additional charges, such as duties, brokerage fees, destination fees and taxes, are separate from your transaction, are not calculated during checkout, are not collected at the time of purchase and will need to be paid at the time of delivery. We ship to most International Countries, please contact us for more information via email, phone (toll free) 1.877.650.6462, or chat. Our customer service team is available to assist you Monday – Friday 9:00am - 6:00pm EST.Kate Aspen will not be held responsible for damaged products from mistakes made by the shipping carrier or missing products. Taxes and brokerage fees (customs tariffs) connected with International shipments is not included in your total cost. It is the customer’s responsibility to pay all fees and Kate Aspen is not responsible for International fees. Please research all country-requirements facts, regulations and information before placing an order.
Shipping calculations for the 48 contiguous United States are based on pre-tax and pre-discount merchandise totals. For orders shipping to Alaska, Hawaii, U.S. territories and Canada shipping rates will be calculated based on total weight and number or packages and will be calculated in the shopping cart for your convenience. What are your shipping options? We work with FedEx, UPS and USPS to offer regular ground/standard shipping, 3-day delivery, 2-day delivery and Next Day Air. 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 "When will I receive it" links on each item by entering the shipping zip code to verify delivery times.
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. Do you have a printed catalog? We do not offer a printed catalog; however, our entire collection can be viewed online. Do you have an affiliate marketing program? Yes, we do offer an affiliate program. For details, please email our affiliate manager or click here to sign up now!. What is your contact information for the press? All press inquiries should be emailed or addressed to the following address: kateaspen@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. 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. 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 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 anytime during normal business hours, toll-free at (toll free) 1.877.650.6462 We're here Monday through Friday 10AM to 5PM ET to serve you. |