FAQ
ABCmouse Store – Frequently Asked Questions
We’ve gathered the questions we hear most often and answered them as simply and clearly as possible so you can shop with confidence. If you don’t see what you need here, our support team is happy to help at support@abcmouse.com.
1. Ordering & Payment
| Question | Answer |
|---|---|
| How do I place an order? | Add your favorite items to the cart and follow the secure checkout prompts. You’ll receive an order‑confirmation email right away and a shipping‑confirmation email (with tracking) once the package leaves our warehouse. |
| What payment methods are accepted? | We accept all major credit/debit cards plus PayPal (and any other options displayed at checkout). All payments are processed through PCI‑compliant providers—we never store your full card number. |
| When is my card charged? | Your card (or PayPal account) is charged only after we accept the order and prepare it for shipment. If we must cancel an item (e.g., out of stock), we’ll automatically reverse the charge. |
2. Order Processing & Tracking
| Question | Answer |
|---|---|
| How quickly will my order ship? | Most orders leave our warehouse within 1‑2 business days (Monday–Friday, excluding holidays). During peak periods we may need an extra day or two, but any delay will be noted on‑site. |
| How do I track my package? | As soon as the carrier scans your package, we email a tracking link. Click the link or paste the number on the carrier’s website to see every scan—from departure to delivery. |
3. Shipping
| Question | Answer |
|---|---|
| What shipping options do you offer? | • Standard (U.S.) – cost‑effective, 3‑7 business‑day transit• Expedited 2‑Day / Next‑Day – faster UPS/FedEx/USPS options• International – DHL or postal partners to many countries (displayed at checkout). Shipping cost is calculated at checkout based on weight and destination. |
| Do you ship worldwide? | We ship to many countries. Enter your address at checkout to see if yours is listed. If it isn’t yet available, we’re working on expanding! |
| Will I pay duties or taxes on international orders? | Import duties, VAT/GST, and customs fees are set by your country and aren’t included in our prices. The carrier will notify you if payment is due before delivery. |
| Can I get free shipping? | From time to time we run free‑shipping promotions or offer free standard shipping above a certain cart total. Any current offer is highlighted on our home page and at checkout. |
4. Returns, Exchanges & Refunds
| Question | Answer |
|---|---|
| What is your return window? | Unused items in original packaging can be returned within 30 days of delivery. |
| How do I start a return or exchange? | Email support@abcmouse.com with your order number, item, and reason. We’ll reply with an RMA number and step‑by‑step instructions. |
| Who pays return shipping? | If the return is due to our error (wrong or defective item), we cover shipping. For change‑of‑mind returns, you’re responsible; we can provide a prepaid label and deduct the cost from your refund. |
| When will I get my refund? | Once the item is received and inspected (3‑5 business days), refunds post to your original payment method within 5‑7 business days for cards or 1‑3 days for PayPal. |
| Are any items final sale? | Digital goods, gift cards, personalized items, opened software/media, and used workbooks can’t be returned unless defective. |
5. Products & Stock
| Question | Answer |
|---|---|
| Are these the same products used in the ABCmouse app? | Many items complement the ABCmouse Learning Path, but they’re physical products (books, workbooks, toys, apparel) sold separately from the digital subscription. |
| An item I want is sold out—when will it be back? | Popular items restock often. Click “Email Me When Available” on the product page or follow us on social media for restock alerts. |
6. Account & Security
| Question | Answer |
|---|---|
| Do I need an account to check out? | No, but creating one lets you view order history, save addresses, and check out faster next time. |
| How do I reset my password? | Click “Forgot password?” on the login page and follow the emailed link to set a new one. Keep your password confidential—you're responsible for activity on your account. |
7. Accessibility
| Question | Answer |
|---|---|
| Is the ABCmouse Store accessible to people with disabilities? | Yes. We aim to meet WCAG 2.1 Level A & AA guidelines and Section 508 standards. If you encounter any accessibility barrier, please email us with details so we can improve. |
8. Privacy & Data
| Question | Answer |
|---|---|
| How is my personal information used? | We collect data (including via cookies) to process orders and show relevant ads, as outlined in our Privacy Policy. You may have a right to opt out of certain “sale” or “sharing” activities—use the on‑site “Do Not Sell or Share My Personal Information” link or enable a Global Privacy Control signal. |
9. Contact Us
- Email: support@abcmouse.com
- Live Chat: Available weekdays during business hours (look for the chat icon).
- Mail: Age of Learning, Inc., P.O. Box 230, Glendale, CA 91209
- Phone: 800‑633‑3331 (Mon–Fri, 9 a.m.–5 p.m. PT)
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