FAQ - Frequently Asked Questions
Wholesale retailers - please click here to login and view your account and FAQ's.
Yes, we do wholesale! Just click the "How to sell" link in the footer for details and to register!
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 9AM to 6PM ET at 770-613-0862 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 at 770-613-0862 during regular business hours Monday through Friday 9AM to 6PM 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%).
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.
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 9AM - 6PM ET at 770-613-0862 or email us at firstname.lastname@example.org.
You have several options for tracking your order:
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.
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 9AM - 6PM ET at 770-613-0862 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.
If UPS 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 UPS to redeliver the package. We do not require signatures for most deliveries. However, UPS may, at their discretion, require a signature. In this event, it is the receiver's responsibility to contact UPS 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 UPS will charge another fee to reship.
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 30 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 30 days after issuance. Then please follow these easy steps.
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.
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.
Due to the nature of these items (i.e. they cannot be resold,) personalized favors and gifts are non-returnable and non-refundable.
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.
In order to receive a RA# for return, you must contact us within 30 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.
Please inspect all items carefully when you receive your order. If there is any damage, please call our customer relations advisors Mon-Fri 9AM - 6PM ET at 770-613-0862 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!
Unfortunately, we cannot ship to PO Boxes. We ship UPS and are required to have a physical address for delivery.
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 (770-613-0862 ), 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. Residential orders weighing less than 9 lbs. that are shipping to the contiguous 48 states may be eligible for economy shipping via UPS SurePost. With this service, UPS delivers the package to your local post office and your local postal carrier makes the final delivery of the package to your residence. SurePost offers economy shipping rates but please allow 4 to 7 business days for delivery. We use UPS as our primary shipping carrier and are unable to ship to P.O. Boxes.
We work with UPS and 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.
If your package is shipping to a residence and weighs less than 9 lbs., you may receive the option for 'Economy Shipping" via UPS SurePost during checkout. UPS SurePost offers economy shipping rates but please allow 4 to 7 business days for delivery.
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.
We do not offer a printed catalog; however, our entire collection can be viewed online.
Yes, we do offer an affiliate program. For details, please email our affiliate manager.
All press inquiries should be emailed or addressed to the following address: email@example.com
We are proud to manufacture all of our items and are not accepting other products for consideration at this time.
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.
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.
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 770-613-0862 We're here Monday through Friday 9AM to 6PM ET to serve you.