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Frequently Asked Questions How do I order a catalog? We offer our beautiful catalogs at cost, and they can be ordered online when you log into your account at KateAspen.com. Look for the “Sales and Marketing Materials” link. Can I use your pictures and descriptions on my site? We offer product descriptions to help you get new products up and running faster. You can download a list of product pictures and descriptions under “Tools” on the home page after login. (Web design, logos and other proprietary marks and design are the sole property of Kate Aspen and as such, are reserved solely for the use of Kate Aspen, and are not included in the approved downloads.) How do I get a price list? Once you are a registered Kate Aspen customer, the price list is available for you to download on the home page after login. To protect our retailers, we do not give prices over the phone or via email. How do I update my contact or credit card information? Once you log in, click “Company Profile”. Here you can change your email, phone number, billing and shipping addresses as well as add and delete credit cards. If your popup blocker prevents you from seeing the windows provided for entering your information, you may need to hold down the Control key (Ctrl) when you click on “Update Credit Card”, “Add Credit Card” or “Delete Credit Card”. You must complete this process before placing your first order. How do I print an invoice? To print an invoice for your accounting purposes, click “My Orders” under “Tools” on the home page. Click “Print Invoices” and enter either an order number or a date range. How can I get my login information if I’ve lost it? You created your login information at the time of registration, but we can help you rediscover it. Please call us at 770.446.1577 or 866.446.1577, M-F 9am-6pm EST. We will need to verify your information for security purposes. Orders Do you drop ship? Yes! We drop ship to your US and Canadian customers. We use a “blind” drop ship process so your customers see only your name and contact information. Our drop shipping service is quite unique! You never need to pre-order or stock any inventory from Kate Aspen. We charge a small $2.95 fee per order until your orders reach the $1,000 mark during a rolling calendar year (any 12 month period) and, after that, there’s no fee. All your drop ship orders are free! We ship to Canada and offer a bulk ship option to reduce your Canadian customer's taxes and duties. Choose the “Prepaid Customs-$20.95” option as your shipping method and your customs and duties are prepaid, and your order will deliver straight to the shipping address! No further payment will be due upon delivery. Please note that these orders may be slightly delayed due to consolidation purposes. Please call Customer Relations at 770.446.1577 or 866.446.1577, M-F 9am-6pm EST for details. Do you ship outside the United States and Canada? Yes! We are able to ship almost worldwide! We will be happy to direct you to a list of freight forwarders, or you can ship directly. Please contact us for more information at kateaspen@theaspenbrands.com. Please note, for orders shipping to destinations outside the US, Puerto Rico, US Virgin Islands and Canada, we charge 50% of product total at the time the order is placed. The remaining 50% of product total plus the shipping fee will be charged at the time of actual shipment. Additional charges, such as customs duties and taxes, are separate from this transaction, are not calculated during checkout, and are not collected by The Aspen Brands Company. We are not in a position to assist with or give advice on these additional charges. You will need to consult your local customs office/broker for more details. Are there minimums? For domestic and Canadian orders, we require NO MINIMUM ORDER! You read that right. Your customers can order just one of most Kate Aspen products and we will ship it right out (and if an item is sold as a set, you can order just one set). If you haven't been able to offer "samples" before, get ready for an increase in business when satisfied sample customers return to your web site to place a large order for a big wedding! Many brides want to see what they're getting before they order 150 or more. That's why we offer "No Minimum Orders" on all our products! How do I place an order?Ordering is easy. Log in, be sure to complete your account information and add your credit card, then place your order online and check out!What is the processing time for my order?We ship FAST! Most non-personalized orders are shipped out in 1-3 business days. Personalized items can take a bit longer. See individual product descriptions for specific details on shipping times. Also, please be advised that Canadian Bulk (Prepaid Customs - $20.95) orders may take up to 3-5 business days to ship for consolidation purposes. Can I rush my order?Our processing time for most items is 1-3 business days, but we understand that some customers need items faster. We do our best to accommodate your requests, but rush shipping may not be available during heavy traffic periods. Please call us at 770.446.1577 or 866.446.1577, M-F 9am-6pm EST for details. How do I view and track my orders?You can check your order status 24/7! While you’re logged in, click on “My Orders” and choose the date range that you would like to view. You can click on either the order number to see the order details, or the tracking number to see the delivery details. You also receive an Automatic Shipment Notification. Whenever an order is shipped out to your customer, you'll receive an email confirmation with a link to the online UPS tracking number. Can I be contacted for out of stock and discontinued products?Absolutely! Simply log in, click “Discontinued Products,” and follow the directions at the top. Use the same process for Out Of Stock items. This allows you to receive weekly email updates on out of stock or discontinued products. Can I change an existing order?We will try our best to make any necessary changes. Please call us at 770.446.1577 or 866.446.1577, M-F 9am-6pm EST as soon as you are aware of a change, so that we may work to make changes as quickly as possible without any additional charges. Once an order is in process, it cannot be altered. Can I cancel an order?If you need to cancel an order, we will try our best to accommodate your request. Please call us at 770.446.1577 or 866.446.1577, M-F 9am-6pm EST as soon as you are aware of the need to cancel, so that we can handle the request as soon possible without any additional charges. Once a personalized order is in process or a non-personalized order has been assigned a tracking number, it cannot be canceled. Do you offer personalized items?We offer a wide range of personalized favors and gifts for your special event. Check out our personalized favors category online. Make your day extra special by adding our custom personalized tags to any favor! Please see individual product descriptions for details. Shipping & returns What shipper do you use?We use UPS for domestic, Canadian standard and international shipments. We use FedEx for our Canadian bulk shipments. Can I pick up my order at your warehouse?Personal pickups or drop offs at our warehouse are not possible at this time. How long will it take the order to reach my customer once shipped?Here is a link to view the travel time of the package once it leaves our warehouse. Enter 30097 for the most up-to-date map for ground shipping times to your customer’s area: http://www.ups.com/maps/results. Can I ship to PO Boxes?UPS does not ship to PO Boxes at this time. Can I use my shipper number?It is not possible to utilize multiple shipper numbers within our system, so we are only able to utilize our own shipper number at this time. How do I get a shipping quote?We are working diligently to provide you with a new, streamlined shipping quote function on the website! Until it’s in place, shipping quotes are available at UPS.com, by clicking shipping/calculate time & cost and entering the weight and destination of your package. You can locate this information in the product data file. Use zip code 30097. Be sure to take case volume into consideration so you will know how many boxes will be shipped. If you have any questions, please call us at 770.446.1577 or 866.446.1577, M-F 9am-6pm EST and we will be happy to help walk you through the process.What is your return policy?You can return most anything within 30 days – for any reason! We want you to be absolutely delighted with your purchases, but we understand that sometimes returns and exchanges are necessary. So, if for some reason you are not completely satisfied, we offer the following easy return policy: First, please request a Return Authorization Number (RAN) within 30 days of receipt of shipment by clicking “My Orders” and “Refund or Replace” after you login at www.kateaspen.com. Please specify whether it’s a refund or replacement, the reason for same, and also cancel any unneeded/unreturned items from the order and the amount if it is a refund. Your request will be reviewed within 24 hours. Have your customer complete the following steps to return their package: Step 1 Enter the RAN in the space provided on the return label, which is part of the packing slip received with the shipment. 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 that are not in resale condition. PLEASE TAKE NOTE: The customer is responsible for shipping. We do not refund shipping charges. No credit is given for lost packages. Non-returnable items*, such as personalized products, returned to us will not be shipped back to the sender, nor credited to their account. 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. Step 3 After we receive your package and inspect the items, you will receive an email confirming the credit total that has been issued. Credit should appear on your card in 3 to 5 business days. Please allow adequate time for your banking institution to process the credit. Items that cannot be returned or exchanged: -Personalized items (unless there is an error on our part) -Personal care itemsContact Us Any questions? Just call 1.866.446.1577 (International customers call 770.446.1577) M-F 9am-6pm EST. Or email: KateAspen@theaspenbrands.com Or jot down your question (or comment). Click here. Rest assured that we'll get back to you within 24 business hours Monday through Friday! Thank you for visiting Kate Aspen. We look forward to contributing to your online success! Please click here to see our entire collection of favors!
Frequently Asked Questions
How do I order a catalog? We offer our beautiful catalogs at cost, and they can be ordered online when you log into your account at KateAspen.com. Look for the “Sales and Marketing Materials” link. Can I use your pictures and descriptions on my site? We offer product descriptions to help you get new products up and running faster. You can download a list of product pictures and descriptions under “Tools” on the home page after login. (Web design, logos and other proprietary marks and design are the sole property of Kate Aspen and as such, are reserved solely for the use of Kate Aspen, and are not included in the approved downloads.) How do I get a price list? Once you are a registered Kate Aspen customer, the price list is available for you to download on the home page after login. To protect our retailers, we do not give prices over the phone or via email. How do I update my contact or credit card information? Once you log in, click “Company Profile”. Here you can change your email, phone number, billing and shipping addresses as well as add and delete credit cards. If your popup blocker prevents you from seeing the windows provided for entering your information, you may need to hold down the Control key (Ctrl) when you click on “Update Credit Card”, “Add Credit Card” or “Delete Credit Card”. You must complete this process before placing your first order. How do I print an invoice? To print an invoice for your accounting purposes, click “My Orders” under “Tools” on the home page. Click “Print Invoices” and enter either an order number or a date range. How can I get my login information if I’ve lost it? You created your login information at the time of registration, but we can help you rediscover it. Please call us at 770.446.1577 or 866.446.1577, M-F 9am-6pm EST. We will need to verify your information for security purposes. Orders Do you drop ship? Yes! We drop ship to your US and Canadian customers. We use a “blind” drop ship process so your customers see only your name and contact information. Our drop shipping service is quite unique! You never need to pre-order or stock any inventory from Kate Aspen. We charge a small $2.95 fee per order until your orders reach the $1,000 mark during a rolling calendar year (any 12 month period) and, after that, there’s no fee. All your drop ship orders are free! We ship to Canada and offer a bulk ship option to reduce your Canadian customer's taxes and duties. Choose the “Prepaid Customs-$20.95” option as your shipping method and your customs and duties are prepaid, and your order will deliver straight to the shipping address! No further payment will be due upon delivery. Please note that these orders may be slightly delayed due to consolidation purposes. Please call Customer Relations at 770.446.1577 or 866.446.1577, M-F 9am-6pm EST for details. Do you ship outside the United States and Canada? Yes! We are able to ship almost worldwide! We will be happy to direct you to a list of freight forwarders, or you can ship directly. Please contact us for more information at kateaspen@theaspenbrands.com. Please note, for orders shipping to destinations outside the US, Puerto Rico, US Virgin Islands and Canada, we charge 50% of product total at the time the order is placed. The remaining 50% of product total plus the shipping fee will be charged at the time of actual shipment. Additional charges, such as customs duties and taxes, are separate from this transaction, are not calculated during checkout, and are not collected by The Aspen Brands Company. We are not in a position to assist with or give advice on these additional charges. You will need to consult your local customs office/broker for more details. Are there minimums? For domestic and Canadian orders, we require NO MINIMUM ORDER! You read that right. Your customers can order just one of most Kate Aspen products and we will ship it right out (and if an item is sold as a set, you can order just one set). If you haven't been able to offer "samples" before, get ready for an increase in business when satisfied sample customers return to your web site to place a large order for a big wedding! Many brides want to see what they're getting before they order 150 or more. That's why we offer "No Minimum Orders" on all our products! How do I place an order?Ordering is easy. Log in, be sure to complete your account information and add your credit card, then place your order online and check out!What is the processing time for my order?We ship FAST! Most non-personalized orders are shipped out in 1-3 business days. Personalized items can take a bit longer. See individual product descriptions for specific details on shipping times. Also, please be advised that Canadian Bulk (Prepaid Customs - $20.95) orders may take up to 3-5 business days to ship for consolidation purposes. Can I rush my order?Our processing time for most items is 1-3 business days, but we understand that some customers need items faster. We do our best to accommodate your requests, but rush shipping may not be available during heavy traffic periods. Please call us at 770.446.1577 or 866.446.1577, M-F 9am-6pm EST for details. How do I view and track my orders?You can check your order status 24/7! While you’re logged in, click on “My Orders” and choose the date range that you would like to view. You can click on either the order number to see the order details, or the tracking number to see the delivery details. You also receive an Automatic Shipment Notification. Whenever an order is shipped out to your customer, you'll receive an email confirmation with a link to the online UPS tracking number. Can I be contacted for out of stock and discontinued products?Absolutely! Simply log in, click “Discontinued Products,” and follow the directions at the top. Use the same process for Out Of Stock items. This allows you to receive weekly email updates on out of stock or discontinued products. Can I change an existing order?We will try our best to make any necessary changes. Please call us at 770.446.1577 or 866.446.1577, M-F 9am-6pm EST as soon as you are aware of a change, so that we may work to make changes as quickly as possible without any additional charges. Once an order is in process, it cannot be altered. Can I cancel an order?If you need to cancel an order, we will try our best to accommodate your request. Please call us at 770.446.1577 or 866.446.1577, M-F 9am-6pm EST as soon as you are aware of the need to cancel, so that we can handle the request as soon possible without any additional charges. Once a personalized order is in process or a non-personalized order has been assigned a tracking number, it cannot be canceled. Do you offer personalized items?We offer a wide range of personalized favors and gifts for your special event. Check out our personalized favors category online. Make your day extra special by adding our custom personalized tags to any favor! Please see individual product descriptions for details. Shipping & returns What shipper do you use?We use UPS for domestic, Canadian standard and international shipments. We use FedEx for our Canadian bulk shipments. Can I pick up my order at your warehouse?Personal pickups or drop offs at our warehouse are not possible at this time. How long will it take the order to reach my customer once shipped?Here is a link to view the travel time of the package once it leaves our warehouse. Enter 30097 for the most up-to-date map for ground shipping times to your customer’s area: http://www.ups.com/maps/results. Can I ship to PO Boxes?UPS does not ship to PO Boxes at this time. Can I use my shipper number?It is not possible to utilize multiple shipper numbers within our system, so we are only able to utilize our own shipper number at this time. How do I get a shipping quote?We are working diligently to provide you with a new, streamlined shipping quote function on the website! Until it’s in place, shipping quotes are available at UPS.com, by clicking shipping/calculate time & cost and entering the weight and destination of your package. You can locate this information in the product data file. Use zip code 30097. Be sure to take case volume into consideration so you will know how many boxes will be shipped. If you have any questions, please call us at 770.446.1577 or 866.446.1577, M-F 9am-6pm EST and we will be happy to help walk you through the process.What is your return policy?You can return most anything within 30 days – for any reason! We want you to be absolutely delighted with your purchases, but we understand that sometimes returns and exchanges are necessary. So, if for some reason you are not completely satisfied, we offer the following easy return policy:
First, please request a Return Authorization Number (RAN) within 30 days of receipt of shipment by clicking “My Orders” and “Refund or Replace” after you login at www.kateaspen.com. Please specify whether it’s a refund or replacement, the reason for same, and also cancel any unneeded/unreturned items from the order and the amount if it is a refund. Your request will be reviewed within 24 hours. Have your customer complete the following steps to return their package: Step 1 Enter the RAN in the space provided on the return label, which is part of the packing slip received with the shipment.
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 that are not in resale condition.
PLEASE TAKE NOTE: The customer is responsible for shipping. We do not refund shipping charges. No credit is given for lost packages. Non-returnable items*, such as personalized products, returned to us will not be shipped back to the sender, nor credited to their account. 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.
Step 3 After we receive your package and inspect the items, you will receive an email confirming the credit total that has been issued. Credit should appear on your card in 3 to 5 business days. Please allow adequate time for your banking institution to process the credit. Items that cannot be returned or exchanged: -Personalized items (unless there is an error on our part) -Personal care itemsContact Us Any questions? Just call 1.866.446.1577 (International customers call 770.446.1577) M-F 9am-6pm EST. Or email: KateAspen@theaspenbrands.com Or jot down your question (or comment). Click here. Rest assured that we'll get back to you within 24 business hours Monday through Friday! Thank you for visiting Kate Aspen. We look forward to contributing to your online success! Please click here to see our entire collection of favors!
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