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| Frequently Asked QuestionsFor your convenience, we have provided a list of our most frequently asked questions. If you are unable to find the answer to your question, we will be more than happy to assist you by phone or e-mail.
Top 5 Questions
Do you have a catalog?
Do you ship internationally?
Can I place an order by phone?
I don't have a credit card. Can I still place an order?
Has my order been shipped yet?
Ordering
Can I place an order by phone?
What credit cards do you accept?
I don't have a credit card. Can I still place an order?
Can I pay with a debit card?
Can I pay with PayPal?
Is it safe to use my credit card online?
I need my order to arrive by a specific date. How do I make sure I receive it in time?
My coupon code won't work. What's wrong?
Shipping
Has my order been shipped yet?
When will I receive my order?
How much does shipping cost?
What does "Usually ships in 5-7 days" mean?
Do you ship internationally?
Why are some items shipped separately?
How do I track my order?
Why doesn't my order have a tracking number?
How long does shipping take?
Returns
What is your return policy?
I want to return something. What do I do now?
It's been longer than 30 days. Can I still return this item?
Can I return a personalized item?
My personalized item is incorrect. What do I do now?
Personalization
How much does engraving cost?
How much does embroidery cost?
I just placed an order but I entered the incorrect personalization! What do I do now?
What do I do if my order was personalized incorrectly?
Gift Options
Can I include a gift message with my order?
Can my order be gift wrapped?
I'm trying to checkout and I don't see the gift wrap option. Where is it?
Will prices be included on the packing slip with my gift order?
Why can't some items be gift wrapped?
Product Reviews
What is a product review?
How do I fill one out?
What is the purpose of a product review?
How long does it take for a product review to be posted on the website?
Do I have to include my name?
Miscellaneous
Can I talk to a live person?
Do you have a catalog?
Do you have an affiliate program?
Can I be notified of sales in advance?
I have a suggestion for a new product. Who do I contact?
Ordering
Can I place an order by phone?
We are sorry, but we have recently discontinued phone service and handle all inquiries via e-mail.
What credit cards do you accept?
We accept Visa, Mastercard, American Express and Discover.
I don't have a credit card. Can I still place an order?
We do accept orders paid by check or money order. Orders paid by check will not ship until After the check has cleared the bank. To order with a check or money order please add your selected items to your shopping cart, print the page and mail with payment to:
Mamabear's Baby Boutique
Orders
21 Oleander Point
Greensboro, NC 27407
Can I pay with a debit card?
Yes. If your debit card has a Visa or Mastercard symbol you may enter the card number the same way as a credit card. Please note, credit cards are charged at time of order for personalized items. Non-personalized items are charged at time of shipment.
Can I pay with PayPal?
Yes! We are now happy to accept payments through PayPal. Please select PayPal as your payment method during your checkout and a payment request will be sent within a few hours. Please note - your order will not be shipped until payment is made.
Is it safe to use my credit card online?
Yes. Your order is securely submitted via the industry-standard SSL encryption ensuring your safety and protection.
I need my order to arrive by a specific date. How do I make sure I receive it in time?
We always do our best to ensure your orders arrive in a timely fashion. If you need an item by a specific date please note that date in the comments field during your checkout. We will contact you if we need to make additional arrangements to get the order to you on time, i.e. next day shipping, etc...
My coupon code won't work. What's wrong?
It's possible that your coupon may have expired. If it hasn't please make sure you enter all applicable numbers and letters in order without spaces. Capitalization is not necessary. If you still encounter problems, please contact customer service.
Shipping
Has my order been shipped yet?
When your order is shipped you will receive an e-mail confirmation with applicable tracking information that same day. You can also check the status of your order by clicking here If you are unable to use these methods please Contact Us for an updated order status.
When will I receive my order?
Depending on your location it may take 2-6 business days for your order to reach you after it has been shipped. Please note, weekends DO NOT count as shipping days.
Please note that orders may require as little as 1-2 business days or as long as 4-6 weeks for processing BEFORE being shipped. Processing time is noted on each item page. Shipping time is in addition to processing time.
How much does shipping cost?
We have a flat ground shipping fee of $6.75 for your entire order shipped within the lower 48 states. You may select expedited shipping for a higher rate. Priority and RUSH Shipping is based on weight and will vary depending on the total weight of your order.
Standard Shipping to lower 48 states = $6.75
Standard Shipping to HI, AK and APO addresses = $8.50
Priority Shipping = starting at $17.38
RUSH Shipping = starting at $32.20
What does "Usually ships in 5-7 days" mean?
When you see the statement "Usually ships in 5-7 days" or "3-4 days," etc.. this is processing time. Most of our non-personalized items ship the following business day after your order is placed. For some items, such as engraved items, it may take up to 5-7 business days before your order is completed and shipped. This does NOT mean the item will arrive at your home within 5-7 days.
Do you ship internationally?
We do apologize, but due to increased fraudulent orders, we no longer ship internationally. We are sorry for any inconvenience this may cause.
Why are some items shipped separately?
Some items, usually personalized items, are shipped directly from the artist to save time in transit. Some items are simply shipped from a separate warehouse. We apologize for any inconvenience this may cause.
How do I track my order?
You may track your order in a few different ways. If you have received the shipping confirmation e-mail containing your tracking number, simply click the tracking number and it will take you to the shipping company's website and give you your tracking information.
You may also track your order by clicking here and then clicking on the tracking number associated with your order.
We apologize, if your order has been shipped and does not have a tracking number, there is no way to track it.
Why doesn't my order have a tracking number?
We understand how important tracking numbers are and we supply them with every order shipped from our Charlotte warehouse. Unfortunately, some of the artists we work with do not supply tracking numbers for their orders. You will be notified by e-mail when your order ships, however, so in most cases you can expect to receive your order within 2-6 business days after you receive this e-mail. We apologize for any inconvenience this may cause.
How long does shipping take?
Depending on your location it may take 2-6 business days for your order to reach you after it has been shipped. Please note, weekends DO NOT count as shipping days.
Please also note that orders may require as little as 1-2 business days or as long as 4-6 weeks for processing BEFORE being shipped. Processing time is noted on each item page. Shipping time is in addition to processing time.
Returns
What is your return policy?
We accept non-personalized items in their original and unused condition for refund or exchange within 30 days of the shipment date. Items must be in original packaging with all accessories and tags intact. Clothing must be unworn and unwashed with all tags attached. Returns that do not meet this criteria will be sent back to the customer and no refund will be issued.
Shipping charges and gift wrap charges are non-refundable unless an item was damaged during shipping.
Recently we have received numerous attempts of fraud regarding the return of damaged merchandise. For this reason, we reserve the right to issue an exchange or store credit rather than a refund at our discretion.
To request a return, please Contact Us for a return authorization number. Include: your name, reason for return, your order number and if you would like a refund, exchange or store credit. A return authorization number will be e-mailed to you with detailed instructions for your return. Return shipping charges are to be paid by the customer. CODs will not be accepted.
Returns WILL NOT be accepted without a return authorization number.
Personalized items may not be returned. If a personalized item is found defective, if an error was made on behalf of the artisan, or if it was damaged during shipping, we will replace the item free of charge with the original personalization only. No changes may be made at that time.
Items that were damaged during shipping shall not be returned to us. It will be necessary for you to hold all of the damaged items as well as the original shipping box and all packing material for a UPS claim investigation. Please contact us within 2 business days of your order delivery to report a damaged shipment. We will send further instructions at that time. These instructions must be followed or a refund will not be issued. If you do not cooperate during the claims investigation a refund will not be issued.
Items returned due to refusal of delivery are subject to a 15% restocking fee. Any shipping charges incurred by Mamabear's Baby Boutique due to refusal of delivery will be deducted from your refund.
I want to return something. What do I do now?
Please Contact Us for a return authorization number. Please include: your name, reason for return, your order number and if you would like a refund, exchange or store credit. Returns MAY NOT be accepted without the return authorization number. You may want to insure your return; we cannot be responsible for lost or misdirected returns. If you paid for your order by credit card, a credit will be issued and will appear on your billing statement. If you paid by check or money order, a check will be issued. Your money will be refunded within 2 business days after we receive your return. We apologize but personalized items may not be returned unless the item is defective or an error was made on behalf of the manufacturer. If a personalized item is found defective or was damaged during shipping we will replace the item free of charge with the original personalization only. No changes to the personalization may be made at this point.
It's been longer than 30 days. Can I still return this item?
We evaluate these return requests on a case by case basis. Please Contact Us so that we may review your inquiry.
Can I return a personalized item?
Returns are only accepted on personalized items if the item is defective or an error was made on behalf of the manufacturer. If a personalized item is found defective or was damaged during shipping we will replace the item free of charge with the original personalization only. No changes to the personalization may be made at this point.
My personalized item is incorrect. What do I do now?
If the artist personalized your item incorrectly please let us know immediately so that we can have a replacement shipped to you at no charge. We apologize, but we cannot accept returns on items that have been personalized to your specifications.
Personalization
How long does it take?
The length of time for your order to be personalized varies depending on the item you are ordering. Please check the page featuring the item you wish to purchase. The time will be noted as "Usually ships in ...." These timeframes are extremely accurate although there may be few occasions where the processing time may be slightly more or less. Please note, credit cards are charged at time of order for personalized items and custom ordered items.
How much does engraving cost?
The cost for engraving varies per engraved item. Please check the Product Details section for the item you are interested in for the engraving charge for that item.
How much does embroidery cost?
On items that may be embroidered, the embroidery is included FREE of charge.
I just placed an order but I entered the incorrect personalization! What do I do now?
Contact customer service immediately!! We may still have time to amend your order. Items are usually processed within hours however, if the artist has not yet begun personalizing your order we can change your order without penalties.
What do I do if my order was personalized incorrectly?
If the artist personalized your item incorrectly please let us know immediately so that we can have a replacement shipped to you at no charge. We apologize, but we cannot accept returns on items that have been personalized to your specifications.
Gift Options
Can I include a gift message with my order?
Nearly all of our items may have a complimentary gift card enclosed. If this is not the case, it will be mentioned under the Gift Options heading on the item's information page. You many enter your gift message in the Gift Message field during your checkout.
Can my order be gift wrapped?
Most items can be gift wrapped. To select gift wrap or a gift box please do so under the Gift Options heading on the item's information page.
I'm trying to checkout and I don't see the gift wrap option. Where is it?
Since our different items have different types of gift wrap available, the gift wrap option has been moved to each item's own page. You may select gift wrap or a gift box under the Gift Options heading on the items information page. Please note: some large or unusual shaped items may not have gift wrap available.
Will prices be included on the packing slip with my gift order?
In most cases we do not include a packing slip with orders that have been gift wrapped. However, if no gift message is entered, we may include a packing slip without prices so the recipient will know who the gift came from. We remove all price tags before giftwrapping an order.
Why can't some items be gift wrapped?
We apologize that some items cannot be gift wrapped due to their large size or unusual. If gift wrap is not available, it will be noted on the item page under the Gift Options heading.
Product Reviews
What is a product review?
A product review is an evaluation and a star rating of an item by a customer that has experience with the product.
How do I fill one out?
It's simple. Just fill out the short online form and submit. Click here to fill out a product review form now. For full product review guidelines click here.
What is the purpose of a product review?
The purpose is simply to share your experience with an item with other shoppers. Most shoppers appreciate feedback from other customers.
How long does it take for a product review to be posted on the website?
Generally 3-5 business days although during peak shopping seasons it may take longer.
Do I have to include my name?
No. All personal information is optional.
Miscellaneous
Can I talk to a live person?
We are sorry, but we have recently discontinued phone service and handle all inquiries via e-mail.
Do you have a catalog?
We are in the process of having a catalog designed and hope to have it finished in the coming months. This catalog will not feature all of our items; only the most popular of each department. If you would like to have a catalog mailed to you when they are complete, please Contact Us. Please include your name and mailing address. Your personal information will not be used for any purpose other than sending you a catalog.
Do you have an affiliate program?
Yes. We have one of the best affiliate programs in our market with great commisions! For more information or to sign up click here.
Can I be notified of sales in advance?
Certainly! We offers special sales and advance notice of new items to our newsletter subscribers. You may sign up near the top of this page in the left side bar. Newsletters are sent out every few weeks. You may unsubscribe at any time.
I have a suggestion for a new product. Who do I contact?
We are always interested in new product ideas. If you have a product idea you would like to submit, please Contact Us.
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