Frequently Asked Questions (F.A.Q.)
Click the links below to find answers to the following questions:
- How do I contact Customer Service?
- Can I call to place an order?
- Can I pay by check or money order?
- Where does my order ship from?
- I don’t see my country listed? What do I do?
- How long will my order take to reach me?
- Are the products I see on other websites authentic or counterfeits?
- What shipping options do you offer?
- How do I get a shipping quote?
- I am overseas and wish to get a special shipping rate. What do I need to do?
- Does my billing address have to match the address on file with my credit card number?
- Do you have a coupon code?
- I did not receive a shipment confirmation email.
- How do I find the status of my order?
- How can I track my package?
- How can I cancel my order?
- I ordered the wrong item by mistake, can I return it?
- I received my order but my order is not correct.
- I am not going to be home to accept delivery of my purchase. What can I do?
- I placed my order on Saturday and still have not gotten an email on the status of my order.
- I ordered with UPS ‘Next Day Air’ on Friday before 4:00 PM Eastern Time, but did not receive my item until Monday.
- I never received my shipment.
- What is your return policy?
How do I contact Customer Service?
By email: firstname.lastname@example.org
By phone: +1-865-379-5505 between the hours of 8:00 AM to 5:00 PM, Monday through Friday, Eastern Time in the USA (16:00-01:00 GMT).
Can I call to place an order?
Yes, you can call 1-865-379-5505 between the hours of 8:00 AM to 5:00 PM, Monday through Friday, Eastern Time in the USA (16:00-01:00 GMT).
Can I pay by check or money order?
Yes, you can pay by check or money order (checks or money orders must be drawn on US banks in US dollars only). Please print out your order along with sales tax (if any) and include your shipping charges in your order total.
Please mail your check or money order to:
Infant Learning Company
PO Box 1106
Louisville, TN 37777
NOTE: Payments made by money order will process immediately upon receipt. Payments made by check will need to clear the bank before the order ships (please add about 3 days from the time we receive your check until the check clears before the order will process).
Where does my order ship from?
The majority of our orders ship from our warehouse in Louisville, Tennessee (which is located just south of Knoxville, Tennessee). We do ship some European orders from the United Kingdom or from Germany in order to reach our European customers faster and to reduce the shipping costs.
I don’t see my country listed? What do I do?
If your country is not listed in our drop down menu, it is because we have an exclusive distributor located in your country. We do not compete with our exclusive distributors, so we cannot take your order. You can find a list of our exclusive distributors on our website under the ‘About Us’ tab. Please click on the sub tab ‘Worldwide Distributors Websites’ to find your country’s distributor. Or, you can contact us via email at: email@example.com for more information.
How long will my order take to reach me?
The time it takes for your order to reach you depends on the service that you have chosen for the shipment.
Within the United States:
United States Postal Service (USPS) Priority shipments are typically received in 3-5 business days.
United Parcel Services (UPS), ground shipments usually reach most continental locations within 7-10 business days or sooner.
Most overseas shipments take about 6-10 business days, but this does not include any time the package may spend clearing customs.
NOTE: Remember that once we send the shipment, it is out of our control and in the hands of the chosen carrier. Shipments can experience delays due to missed planes, trains, bad weather conditions, etc.
Are the products I see on other websites authentic or counterfeits?
Our programs are very popular and we are aware of many sites that sell counterfeit copies. It can be very difficult to tell which programs are authentic because the counterfeiters generally copy the images from our actual products. We have received customer emails (after purchases of products that have been counterfeited) where they tell us that words are misspelled, flaps do not open, and / or the sliding cards don’t slide to reveal the images, etc. While we continually work to identify and stop counterfeiters, you can only be certain that you are purchasing genuine products by shopping on our website or the websites of any of our official distributors or wholesalers. For example, we do not currently sell to any company that is selling our products on Amazon. We have complained about the counterfeit products on Amazon after hearing about them from customers in the past, but it is difficult for us to know which ones are counterfeits until we see the products ourselves (usually in photos that unhappy shoppers send to us).
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What shipping options do you offer?
United States Postal Service (USPS)
media mail (economical)
United Parcel Service (UPS)
UPS Ground (economical)
UPS 3 day select
UPS 2nd Day Air A.M.
UPS 2nd Day Air
UPS Next Day Air Saver
UPS Next Day Air Early A.M.
UPS Next Day Air
FedEx (coming soon)
How do I get a shipping quote?
Our online shopping cart will provide you with shipping quote options when you accurately enter your shipping information and before you pay for your order.
I am overseas and wish to get a special shipping rate. What do I need to do?
Email us with both your order details and your ‘ship to’ address. We will then send you a shipping quote. If you agree to the shipping costs, we will send you a PayPal invoice. Once we have been notified of the completion of the payment transaction, your package will be sent to you.
Does my billing address have to match the address on file with my credit card number?
Yes, if your credit card billing address does not match the billing information, your order will be rejected. After it is rejected 3 times, your IP address will cause you to be locked out and you will not be able to place an order in our system. You will need to contact your credit card company to find out how to prevent this error before you will be able to reorder. If this happens to you, you should call us or email us at firstname.lastname@example.org with your order details after talking with your credit card company.
Do you have a coupon code?
Sometimes we do run specials and offer coupon codes. Please send us an email to check on any specials or check on our shopping cart for more information.
I did not receive a shipment confirmation email.
This is usually caused by the ‘ship to’ email address not being entered or being entered incorrectly. The automated software can’t send you an email if the field is empty or if there is an error in your email address. If this happens to you, please send us an email and we will send you the confirmation information along with your tracking information.
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How do I find the status of my order?
You will receive an email once the shipment has been sent which will include your tracking information. If you do not get an email, please check your ‘junk mail’ folder to make sure that it is not there. If you still can’t find it, please email us and we will be more than happy to check on the status of your order.
How can I track my package?
USPS Orders: you can call 1-800-275-8777 in the United States or track online at: https://www.usps.com/
UPS Orders: you can call 1-800-742-5877 or track online at: http://www.ups.com/WebTracking/track?loc=en_US
How can I cancel my order?
You can either call us at 1-865-379-5505 (from 8:00 AM until 5:00 PM Eastern Time in the USA – 16:00-01:00 GMT) and leave us a voice mail or email us at email@example.com. Orders can be canceled at no charge if we receive the request before the shipment is sent.
I ordered the wrong item by mistake, can I return it?
Yes, this does happen. Just read our return policy and return your item along with a brief note telling us why you are returning the package. Upon receipt of the returned item, you will be credited the cost of the item and taxes (if applicable). The shipping costs will not be refunded.
I received my order but my order is not correct.
You can call us at 1-800-379-5505 Monday – Friday from 8:00 AM – 5:00 PM Eastern Time in the USA (16:00-01:00 GMT) or you can email us with the reason for your return. We occasionally make mistakes, and if the order mistake was our fault, we will correct the problem at absolutely no charge to you.
I am not going to be home to accept delivery of my purchase. What can I do?
UPS Shipments: You can call UPS at 1-800-742-5877 and make arrangements to pick your package up at UPS or have it delivered to a different address.
USPS Shipments: You can call USPS at 1-800-275-8777 to find out about holding your package until you can pick it up.
I placed my order on Saturday and still have not gotten an email on the status of my order.
We ship orders Monday through Friday. Orders taken after 4:00 PM Eastern Time (16:00-01:00 GMT) on Friday will not be shipped until the following Monday.
I ordered with UPS ‘Next Day Air’ on Friday before 4:00 PM Eastern Time, but did not receive my item until Monday.
UPS does not deliver on weekends.
Please consider choosing USPS for weekend deliveries (please check the carrier’s delivery schedule before paying for upgraded services).
I never received my shipment.
Please track your package to see if the carrier has it listed as delivered. Please check with all family members, neighbors, your postal carrier, or local post office to make sure that no one else has picked up the package without your knowledge. If you have checked with everyone and still can’t find your package, please contact us and we will start an investigation with the carrier to locate your package. We may need to reship if the package has been identified as lost. We may need to contact you to make sure that we have a ‘safe’ ‘ship to’ address, so the second package does not get lost, too.
What is your return policy?