FREQUENTLY ASKED QUESTIONS
We strive to keep all of our customers happy. If you have an issue for any reason, please contact us at abby.rose.collection@gmail.com immediately. We try our best to accommodate all orders, and we are dedicated to providing excellent customer service.
The majority of our items fit true to size (TTS), if our design team has noted sizing recommendations outside of that norm, it will be stated in the item description. If your child is between sizes, please size up, unless otherwise specified in item description.
Every fabric we use is specifically chosen for the item it will be made into with the goal of wrapping your kids in both comfort and quality – check each individual product for specific details on its base material.
Unless an item is returned and placed back into inventory, once our items are gone, they’re gone!
We accept all major credit cards, Paypal, Venmo, Apple Pay and Amazon PayÂ
Yes we do! You can select and cart a gift card just as they would select any other product, after checking out the code will be sent immediately to the email you provide! We recommend if this is a surprise to send it to yourself before you gift it and then forwarding it along, or printing it to give to the recipient whenever the time is right! Variants are available in amounts of $10, $25, $50 or $100, at this time we do not have a custom amount option. You MUSTÂ enter a CORRECT/VALIDÂ email address at checkout to receive the E-Gift Card.
Yes we do! You can select the option to ‘gift wrap’ an order during checkout for an additional cost.Â
The discount will be applied to another eligible product of equal or lesser value at checkout. Items included in these promotions are considered ‘Final Sale’ and cannot be returned/exchanged.
RETURNS & REFUNDS
Please be advised that orders cannot be cancelled after checkout. Once an order is placed it goes directly into processing and our team prepares it for packaging and shipping. All Sale items or orders using a 20% or greater code will be considered Final Sale and cannot be returned. Gift cards cannot be refunded.
In order to return an item you (the original purchaser) must contact us within 14 days of receiving your order. The item must be new, unwashed, in the original packaging with all tags attached. Items must be returned within 30 days of receiving them.
Â
Please do not return items that smell of smoke, or fragrance, with animal hair, that are beyond 30 days of order date, or that are Final Sale. If these requirements are not met, the request will be denied. Due to the nature of the product(s) we will not be accepting returns on rattles, teethers, burp cloths, silicone products or any item(s) of that nature. Â If you return items have been denied or do not meet our return policy, the items will be returned to you at your cost.
Â
Please go to our return center, where you can choose store credit or refund to original payment method. Please note that refunds/credits are for the amount paid on product and not for any shipping and handling charges. Return shipping is the sole responsibility of the buyer. Abby Rose LLC is not responsible for returned items lost in transit. Once the returned product is received at our warehouse, a refund less the cost of original and return shipping will be issued within 7 days.
Â
Refunds for accepted returns will be processed within 5 business days of receipt. A $6.97 restocking fee will be assessed to all returns/exchanges, unless store credit is chosen. Swimwear is returnable as long as it has not been worn or washed and must have hang tags attached. If it has been visibly worn or washed, we will ship this back to you.Â
Â
If an item is returned to us that is not authorized for return or refund, we will attempt to contact you up to 3 times. If we receive no response after 30 days, you forfeit your right to have the item returned to you.
We reserve the right to reject/refuse the refund for items that do not fit these qualifications. The customer will pay to have the items shipped back to them if items are sent to us outside of the time frame and/or not approved for return.
Â
Please visit our Returns Center here to submit a return. Have the original email address associated with your order and your complete order number handy. Items sent back to us without first requesting a return will not be accepted.
Exchanges are processed as returns. If you need a different size, color, etc, please return your original order for a refund and place a new order. Purchaser is responsible for return/exchange shipping costs.
All sale prices are subject to change without notice. Items listed as Clearance, Final Sale, Last Call, Warehouse Sale etc. are Final Sale. Items marked down 50% off or more, are automatically considered to be ‘Final Sale.’ No returns, exchanges, refunds, or store credits will be offered for these products. No exceptions.
Cancellations cannot not be made after checkout. Once an order is placed it goes directly into processing and our team prepares it for packaging and shipping. Please order carefully.Â
It is the customer’s responsibility to reach out to the carrier and file a claim to start an investigation. We are unable to ship a replacement or issue a refund.Â
Abby Rose LLC is not responsible for lost, stolen or damaged packages once they are delivered by the carrier. We will contact the carrier to verify that the order was indeed shipped to the correct address, but the customer is responsible for contacting the local authorities to report stolen packages. We are not liable for stolen packages and will not issue a replacement or refund of the stolen items.
You will need the email of the gift purchaser and/or the order number. Without one of these two pieces of information we will not be able to locate the order. The order must meet all our return guidelines to be eligible for a return. Your item(s) will be refunded in the form of a gift card to be used for eligible purchases within one year of the gift card issue date. Please contact us at abby.rose.collection@gmail.com for information on your return.Â
SHIPPING POLICY
All packages ship from Oklahoma City, Ok and are shipped via UPS Ground, USPS First Class, Priority Mail, or Priority Express. We ship packages Monday through Saturday, excluding holidays. We try out best to ship within 48 hours of you placing your order.
Â
Shipping & Delivery Options
Delivery times are an estimate and are not guaranteed. Please be advised that carrier transit times do not include processing times, weekends, or holidays.
Standard: 5-7 business days – $6.99 for orders under $75 & $0.00 for orders over $75
Priority Mail: 1-3 business days – $12.99
Priority Express: 1-2 business days – $44.99
Lost, Damaged or Stolen Packages
We are not responsible for lost, stolen or damaged packages. Please contact your carrier for further questions on how to file a claim with your carrier to handle these types of issues. If you believe your package has been stolen, please file a police report with your local law enforcement.
Incorrect Shipping Address
We are not responsible for products that were shipped to an invalid or incorrect mailing address. If a package is returned to us due to an incorrect or incomplete address, is marked unclaimed, return to sender, or not deliverable, or any other reason by the carrier, we will notify you via the email provided at checkout. Your order will be refunded to the original payment method minus all shipping charges and an $8 undeliverable fee. Shipping will not be refunded on any invalid or incorrect address returns, RTS, or any other marked reason. Please place a new order with the correct information if you would like your order sent to a correct address.
Once your package has been shipped, you will receive a shipping notification that contains tracking information for the item. You can also access this information by logging into your account and selecting the order number in question. This email will be sent to the address you used when you placed the order and will include a tracking number. If you ordered multiple items there is a chance that the items could be split and shipped in separate packages. We do our best to ship all of your items as close together as possible. If your order is split, you will receive separate shipping notifications per package.
Delivery times are an estimate and are not guaranteed. Please be advised that carrier transit times do not include processing times, weekends, or holidays.
Standard: 5-7 business days – $6.99 for orders under $75 & $0.00 for orders over $75
Priority Mail: 1-3 business days – $12.99
Priority Express: 1-2 business days – $44.99
We are not responsible for lost, stolen or damaged packages. Please contact your carrier for further questions on how to file a claim with your carrier to handle these types of issues. If you believe your package has been stolen, please file a police report with your local law enforcement.
Accordion Content
We are not responsible for products that were shipped to an invalid or incorrect mailing address. If a package is returned to us due to an incorrect or incomplete address, is marked unclaimed, return to sender, or not deliverable, or any other reason by the carrier, we will notify you via the email provided at checkout. Your order will be refunded to the original payment method minus all shipping charges and an $8 undeliverable fee. Shipping will not be refunded on any invalid or incorrect address returns, RTS, or any other marked reason. Please place a new order with the correct information if you would like your order sent to a correct address.
If an address is entered incorrectly on your order, please contact Customer Support as soon as possible so that a correction can be made. If the order has not shipped, we can make the necessary changes. We are unable to make changes once the order has been shipped and are not responsible for packages sent to incorrect addresses entered by the customer. If the order is returned to us due to wrong or insufficient address, the customer is responsible for return shipping. You can change your saved addresses at any time by updating your account information.
Yes, we do offer shipping to Canada. We also offer shipping to Alaska and Hawaii.
*All shipping promotions currently exclude international orders and only apply to contiguous United States*
Please check each item description carefully if the item is a pre-order for the expected ship date. Preorders cannot be canceled or changed in any way once the order is placed. Pre-order items are considered Final Sale and cannot be returned or exchanged once received.Â
Address changes, size changes, etc. will not be able to be edited once the order is placed due to the volume of pre-orders. Please order carefully.Â
Due to the volume of orders, please allow a few days for your entire order to ship once we receive the garments. We will ship items out in the order that we receive the product.
