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Frequently Asked Questions
Customer Service:
For assistance please email us at:
customerservice@cookiebabyinc.com
Shipping Questions:
For assistance please email us at:
shipping@cookiebabyinc.com
Order Complaints:
For assistance please email us at:
complaint@cookiebabyinc.com
Return Policy:
T-shirts:
All t-shirt (garments) SALES ARE FINAL.
Other
Products (not garments):
Returned items must be in the condition in which they were received
with original packing and any tags. Any worn or washed items cannot
be returned. Product workmanship is guaranteed for 3 days from date
of receipt as scanned by the shipping carrier that you choose on all
items except blankets which the Product workmanship is guaranteed
for 14 days from date of receipt as scanned by the shipping carrier
that you choose. Shipping costs are non-refundable on returned
items, no matter if the item is damaged or defective (all returned
postage is paid for by the customer), and all returned items are
subject to a 15% restocking fee. All garments are considered
personalized regardless if a name is added or not, all sales are final. Personalized, monogrammed or
embroidered merchandise (including but not limited to all t-shirt,
sweatshirt, rompers and bodysuits with design numbers and rhinestone
designs) sales are considered final. Each item on our website is an
original work of art, therefore some variations in size of lettering,
lettering placement, size of the design and colors displayed may occur.
Upon the initial washing of the shirt some color fading will occur.
We make every effort to accommodate requests in lettering color and font, but
because the designs are unique works of art, we will use the closest
color and font available to your requested and variations in color and font will occur
(we do not guarantee lettering color and font requests). If you would like a design to have a specific color (ethnicity) this must be noted when your order is submitted, otherwise the face color will be the same color as the garment. Face colors may be printed darker or lighter than displayed on the website.
We carry many different brands of t-shirts by many different manufacturers. Therefore, because sizes vary greatly we provide a sizing chart on every page where you can order the shirts. On the sizing chart we provide the lengths and widths of each of the shirts that we sell because each different manufacturers styles and sizes vary. Here is the link to the sizing chart:
http://www.cookiebabyinc.com/big_sis_big_bro/size_chart.html
We suggest that each customer measure a shirt and order accordingly
taking into account that shrinkage may occur when washed. If you have any question in regards to sizing please do not hesitate to email or call us with your concerns.
If a color of garment is not selected when the order is submitted, we will send the garment in
the default color which is displayed on our website, in most cases that color is white.
Do not return Items without receiving a return authorization.
All unauthorized returned items will be sent back at the senders expense.
All garments are
considered personalized regardless if a name is added or not, all
sales are final. Under no circumstance will Cookie Baby, Inc. pay to have any item returned to us, it is the customers responsibility to pay for shipping when an item is returned,
irregardless of fault. Send all authorized items to the address we provide via email
do not send returns to our PO Box or they will be returned.
Cancellation Policy:
To cancel an order you must respond to the email that we send when the order is placed
or send an email to
customerservice@cookiebabyinc.com within 1/2 hour of placing the order, as we typically have the production team begin producing the items ordered very quickly.
Due to credit card processing charges, all cancelled orders will
incur a 15% restocking fee.
Shipping Policy:
Orders shipped F.O.B. from our office.
While we are happy to ship your order, we feel it's important
to explain the shipping methods we offer, some shipping terminology,
and what our responsibilities are with regards to shipping your
order. Currently, orders are shipped
using US Postal Service (USPS) or, in some cases, through Federal Express
(Fed Ex). The choice is always yours. Fed Ex cannot deliver to a post office box.
If you choose for us to ship your order via the US Postal Service they do not require a signature for the order to be delivered, so when the package is scanned as delivered by the US postal service, we are not responsible
for the shipment. At that moment, all responsibility for the
shipment transfers from us to USPS.
Shipping Guarantees
You should be aware that neither
the US Postal Service (USPS) or Federal Express (Fed Ex) can guarantee 100% on-time delivery.
And as good as they are, both USPS or Fed Ex occasionally
do make mistakes which can cause a package to be mis-routed to
the wrong city or address.
Fed Ex overnight orders shipped on Friday (orders placed after 12 Noon
Thursday) will be delivered on Monday.
Weather related issues can also cause delays.
No delivery method is perfect, we would encourage you to
make your choice of delivery service (Fed Ex, Express Mail, Priority Mail or First Class Mail) with that in mind.
If you absolutely, positively
need to have your order in-hand by a certain date, be sure to
allow enough time for us to complete your order and for the shipping
method you choose to deliver the package with time to spare.
That way, if for some reason your package were to be delayed
in transit, you would still receive your package before you actually
need it.
When a shipper "guarantees"
that your package will be delivered overnight (overnight or in two days,
via Express Mail),
what that really means is if they don't deliver your package
by that date, your sole recourse is for us to refund the shipping
charges that you paid once we receive a refund from the shipping carrier. That is the limit of our liability.
Liability
At the top of this page you
might have noticed the phrase "Orders shipped F.O.B. from our office".
This is a standard shipping declaration that virtually everyone
who ships merchandise will use.
The phrase
F.O.B. stands for Freight On Board, and what that means
is that when your package(s) leaves our office, in the hands
of the shipping company you chose, we are no longer responsible
for the shipment. At that moment, all responsibility for the
shipment transfers from us to the shipping company that you chose.
When items are shipped using the Postal Service, they will not
allow you to initiate a claim until 30 days after the package
was shipped. That's a long time, but that is THEIR policy.
With Federal Express, you
can initiate a claim much sooner. For more information about Federal Express shipping
policies, click here.
For more information
about Postal Service shipping policies, click here
International Shipping
If you live
outside of the United States and want us to ship any of our products
to you, we will be happy to do so.
PLEASE BE AWARE
If you choose a shipping option that is not available for international shipping, we will send your order via the least expensive international shipping method and bill your credit card the difference.
Once we ship your package and it is scanned by the
carrier using the shipping method you
choose, our responsibility for that package ends. We will be
happy to assist you in tracking a lost package and submitting
the proper paperwork if a package is lost or damaged in transit.
But we are NOT responsible if the package takes longer
than expected to arrive, or if the package is lost or damaged
in transit.
Also, please be aware that the Postal Service won't accept a
claim for a missing package until after 30 days have passed from
the time it was shipped. And if the package is lost and a claim
must be submitted, it can take a fair amount of time to get the
matter resolved.
When a package
shipped outside the United States takes longer than expected
to arrive it could be due to the package having to clear Customs.
And
unfortunately, we have no control over this!
Customs Charges / Duties
If you are
going to have us ship you something and you live outside the
United States, chances are you are going to have to pay duties
/ customs charges when your package arrives. These charges are
beyond our control and we have no way of knowing how much the
custom charges are going to be.
To try and avoid paying customs charges, customers will sometimes
ask us to enter a lower figure on the invoice, or mark the package
as a sample, or as a gift. Doing so would constitute fraud on
our part and we will not do it. So please don't ask.
If you receive
a wrong item or didn't receive an item that you ordered
If you receive an item that you didn't order (wrong item shipped),
any claim to that effect MUST be made within 7 days of receiving
the package.
If you receive a shipment and an item that should have been in
the box, isn't, you MUST contact us within 7 days of receiving
the order and all packing materials MUST be saved in case you
have to initiate a claim against the shipping company.
Our company and the US postal services
policy is to wait at least 30 days before we can file a tracer with the US Postal Service for lost packages.
It is the customers responsibility to make sure that the ship to address is enter correctly. If any part of the shipping information is entered incorrectly (i.e. the zip code, city, street name, or street number)
Cookie Baby Inc. will not be responsible for your item being delivered
to the wrong address.
Privacy Policy:
In order to receive an email receipt of
your purchase and shipping notification (Express Mail or Fed Ex Shipments) you must include
your email address in the billing address section. We are
committed to ensuring the privacy of our customers. We DO
NOT sell or exchange names or any other information about
our online customers with third parties.
Lettering Style:
If you do not choose a lettering style we will choose one for you.
We will try to choose a lettering styles which matches the
item. The lettering styles most often chosen by
Cookiebabyinc.com are Prestige and Childs Play.
**Please Note:
Due to limitations across computer
monitors and browsers the colors may appear slightly different on your computer
screen than what the actual color shades are.**
**Please Note:
Each design is a unique work of art, therefore the placement on the shirt might vary by an inch or more top to bottom and side to side.**
**Please Note:
If you would like a design to have a specific
face color (ethnicity) this must be noted when your order is submitted, otherwise the face color will be the same color as the garment.**
**Please Note:
Our Website address (www.cookiebabyinc.com) will be printed
on every design on every garment.**
Legal Notice
Please read the following terms and conditions carefully. By accessing and using the information in this Website (cookiebabyinc.com), you agree to these terms and conditions. If you do not agree, you should not use this Website.
Cookie Baby Incorporated (Cookie Baby) may revise these terms and conditions from time to time without notice by updating this posting.
Cookie Baby maintains this Website as a service to the Internet community.
Cookie Baby invites the Internet community to browse and peruse this Website for the purpose of personal entertainment, information, education and communication to
Cookie Baby.
The entire content (images and text) of this Website is copyrighted and may not be distributed, downloaded, modified, reused, reposted or otherwise used, except as provided herein, without the express written permission of Cookie Baby.
Cookie Baby will use reasonable efforts to include accurate and up-to-date content in this Website. All product information contained in the Website including illustrations, specifications and dimensions, is believed to be reliable as of the date of uploading of content to the Website, but is subject to change without notice. Nevertheless,
Cookie Baby makes no warranty or representation as to its accuracy. Content in the Website may contain technical inaccuracies, typographical errors and may be changed or updated without notice. Cookie Baby may also make improvements and/or changes to the products and/or to the programs described in the content at any time without notice.
Therefore, you agree that all access and use of this Website and its content is at your own risk. Neither
Cookie Baby nor any party involved in creating, producing or delivering this Website shall be liable for any direct, incidental, consequential, indirect or punitive damages arising out of your access, use or inability to access or use this Website or any errors or omissions in its content.
Any information sent to Cookie Baby via this Website or electronic mail will not be deemed confidential. By sending
Cookie Baby any information or material, you grant Cookie Baby an unrestricted irrevocable license to use, reproduce, display, modify and/or transmit the information or material, and you also agree that
Cookie Baby is free to use any ideas, concepts, know how or techniques contained in the information or material for any purpose. However,
Cookie Baby will not release your name or otherwise publicize the fact that you submitted information or material to Cookie Baby unless: a) we ask your permission to use your name; b) we first notify you that the information or material you submit to a particular part of this site will be published or otherwise used with your name on it; or c) we are required to do so by law.
Without limiting the foregoing, everything on this Website, including other linked Websites, is provided to you "AS IS" WITHOUT WARRANTY OF ANY KIND, EITHER EXPRESSED OR IMPLIED, INCLUDING BUT NOT LIMITED TO, THE IMPLIED WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, OR NON-INFRINGEMENT OF INTELLECTUAL PROPERTY. It is recommended that you independently test and evaluate products for their intended use.
Cookie Baby, Inc.
1-832-523-3638
Email: teri@cookiebabyinc.com
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