Customer Care for Baby Milano

RETURN POLICY

1. If you are not satisfied with your purchase due to difference in appearance or is no longer needed the item may be returned in "new and unused" condition within 30 days of receipt for a refund, excluding shipping fees. Please note a 15% restocking fee will be applied to the return.

2. If you are not completely satisfied with your purchase, due to product defects or malfunctions, you may request a replacement or return the item for a refund within 30 days of receipt. Please note the 15% restocking fee will not be applied to defective returns.

3. Understandably, personalized items cannot be accepted for return except when there is a quality concern as mentioned above.

4. We understand that everyone makes mistakes, so take special care when reviewing your order for personalization. Check your spelling, dates and names carefully. In the event that you made an error and need a replacement, we do offer a 15% discount off the original retail price on the replacement to try to help. Of course, if we made the error, we will replace your order free of charge to you. All exchanges must be made within 30 days of receipt.

5. To ensure product integrity we are unable to accept returns with any indications that it has been used, worn, or altered . This includes, but is not limited to, any personalized items, or items that have been assembled.

6. New and Unused means sale able condition, not used, worn or dirty, basically the way you would expect to receive it.

7. We cannot refund original shipping fees or the cost of return shipping.

8. A restocking fee of 15% up to a maximum of $8 will be applied to all returns.

9. Exchanges may incur additional shipping charges.

10. All returns and refunds are subject to final approval from our Returns Processing Department.

11. Please allow 1-2 weeks for your return and credit request to be processed.

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RETURN INSTRUCTIONS:

All returns must have a Return Merchandise Authorization ( RMA ) number. To obtain your RMA number:

1) Please email us or call us (713)817-1998 9am to 4 pm Monday through Friday with the following information:

a. Order number
b. Product Name
c. Reason for return
d. Type of return i.e. Refund, Exchange or Replacement

2) We will email you an RMA number, to the e-mail address provided on the order, within 2 business day. Returns WITHOUT an RMA number will only receive a 50% refund.

3) Please print and fill out the RMA email, and mail with the the parcel to:

Baby Milano
8017 Fite Rd
Pearland, TX 77584

4) Upon approval at our Returns Processing Department, the original credit card charged will be refunded the price of the returned item(s), minus a restocking fee of 15%, up to to maximum of $8, and any other additional shipping charges.

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DEFECTIVE PRODUCTS OR MISSING COMPONENTS

Here at Baby Milano we are committed to providing top quality merchandised. If there is a manufacturing defect with one of the items that you have purchased, please contact us immediately upon receipt of the item, so that we can address the issue in a prompt fashion. Baby Milano reserves the right to replace the defective item in part or in whole at our discretion.

Requests for replacement pieces will be processed as quickly as possible.

Please note that we are unable to express ship replacement pieces.

If a replacement piece is shipped we will not accept cancellations after merchandise arrives.

After 30 days of receipt, Baby Milano will address manufacturing defects as exchanges, as no refunds will be made after 30 days.

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CANCELLATION POLICY

If you need to cancel or change an order, please email or call us at (713)817-1998 Mon to Fri - 9am to 4pm CST.

If we are on the phone with other customers, your call will be directed to our voice mail system.

Please leave us a message and/or email us your cancellation.

Orders that have not been processed will be fully refunded.

Orders that have already shipped cannot be canceled they have to be returned. See our returns policy.

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DAMAGED OR LOST SHIPMENTS

(Non-Flat Rate Shipping)

Upon arrival of your shipment, please check the contents of your package immediately and report any discrepancies or damages within 7 business days of receipt of merchandise.

We must report all damages immediately to the shipping carrier for inspection; therefore, we ask that you keep all merchandise and packaging in as delivered condition.

Claims issued on damaged or lost orders can take the carrier 7-10 days to process.

Once a claim has been initiated and processed, a replacement will be sent.

We are unable to accept cancellations on merchandise after it arrives damaged, or if it is lost; we will make every effort to replace or find the items.

Lost packages are usually located by the carrier and delivered.

To avoid duplicate shipments, replacements will be sent after the claims process is complete.

Although we are unable to expedite replacements, please be assured that we will work diligently with the carrier to resolve these matters expeditiously.

All Replacement orders will be shipped in the same method as was requested in the original order.

(Flat Rate Shipping)

Our $5.95 Flat Rate Shipping, ships via USPS this is not an insured service. Since, this is not a guaranteed service we do not claim responsibility for lost or damaged packages. If you do not receive your order with in 14 business days after receiving your shipping confirmation e-mail please contact your local post office to find out the status of your package.

For a guaranteed service please select either a Fed Ex or a UPS Service, in the drop down menu. While these may cost more they are a more reliable shipping method.

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METHODS of PAYMENT ACCEPTED

We accept all major credit cards - Visa, Master card, American Express, Discover and Pay Pal.

We also accept debit cards with the VISA or Master card Logo on them.

On Pay Pal, you can use your Pay Pal account, or you can pay with VISA, Master card or Discover Card.

All personal information you submit is encrypted and 100% secure.

Our site is also certified by McAfee and our SSL Certificate is by Comodo.

Our credit card processor is Authorize.Net.

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PLACING AN ORDER

We provide you with four easy ways to place an order:

1) Online - available to you 24/7. See below for all technology we use to ensure that our site is safe for you to use and our privacy policy ensures that your information will not be shared with anyone!

2) You call us at (713)817-1998 between 9 am and 4 pm CST. We will gladly process your order over the phone.

3) By email - you can email us with your order. Please do NOT include your credit card information in the email, but DO include your phone number, so that we can call you back to process the order.

4) By mail - you can mail us your order at the address below. Also Please Note we do not accept Purchase Orders.

Baby Milano
8017 Fite Rd
Pearland, TX 77584

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ORDERING & SHIPPING TIMES

** Orders containing Personalized Items will be sent out within 3-5 Business days after the order is placed.

Contact us at (713)817-1998 or email us you have any questions.

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OUR HOLIDAY SCHEDULE 2010

**FedEx our preferred carrier's holiday schedule.

Also, USPS and UPS have their holiday schedule's posted.

**FedEx our preferred carrier's holiday schedule.

Also, USPS and UPS have their holiday schedule's posted.

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SHIPPING CARRIERS

We ship with FedEx, UPS and USPS (international and APO/FPO orders).

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CALCULATING SHIPPING CHARGES

The shipping charges are calculated based on a number of different things such as:

•  The weight, size, and number of products that you have purchased.

•  The shipping option you select - i.e. ground, 2nd day, express etc.

•  Your zip code

•  The zip code of the warehouse the products ship from.

PLEASE NOTE:   Our main warehouse is in Pearland , TX 77584. On the average, our shipping charges for our ground services have been ranging from $9 - $12.

If you need your package shipped by a certain date and time please contact us and we will try our best to accommodate you and your timeframe.

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SHIPPING TIMES

***** Orders containing Personalized Items will ship within 3-5 Business days after the order is placed.

Call us (713)817-1998 M-F 9-4 CST or email us you have any questions

If you need an order by a certain date please e-mail or call us for best shipping and ordering options.

FedEx Ground Shipping Days
We are located in Houston, Texas - the PINK part of the map.
Business Days does not include weekends!

UPS Ground Shipping Days
We are located in Houston, Texas - the YELLOW part of the map.
Business Days does not include weekends!

•  We are located in Texas - so on average Ground orders are delivered within 3 working days (Tuesday-Saturday for Fed EX) after they leave the warehouse.

•  See Shipping Times below to better assist you in selecting the correct shipping for your needs or again, feel free to call or e-mail us so that we can help.

• See the FedEx Ground Map for number of days.
• See the UPS Ground Map for number of days.

•  Our goal is to get the products to you as fast as possible, so we will change the shipping option if it means that we can get product to you faster - unless of course you give us specific instructions not to do so. (For example if you select FedEx Ground and it will take 5 days to get the products to you while UPS Ground will only take 3 days, - we will switch your order to go out with UPS Ground.)

•  Orders submitted with the wrong shipping information will need verification and therefore will be delayed and the above shipping policies will not apply.

• Also please note that UPS and Fed Ex DO NOT deliver to P.O. BOXES

• We ask that you please submit the billing information exactly as stated on your credit card statement and your shipping information exactly to the location you want product shipped, so that your order may be processed efficiently

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INSURANCE

All packages sent FedEx and UPS, up to $100, are automatically insured.

Order refusal and Discrepancies
If an order is refused, shipping charges (both ways) are non refundable and all restocking fees will still apply.

Order shortages, damages or discrepancies must be claimed within 5 days of receipt of order.

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APO/FPO ADDRESSES

Yes, we will gladly ship to an APO / FPO addresses via United States Postal Services.

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CANADIAN ORDERS

We will ship to Canada via Fed Ex International & U.S.P.S. International. Canadian customers are responsible for any customs charges or any export fees for importing from the United States . Baby Milano only covers the shipping costs.

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INTERNATIONAL ORDERS

We will ship international via Fed Ex International & U.S.P.S. international. International customers are responsible for any customs charges or any export fees for importing from the United States . Baby Milano only covers the shipping costs. If the country you are looking for is not available, please email us with the heading “Country Request” and we will respond to your request in a timely manner. *Note: Not all items ship internationally, to check availability please call or e-mail us.

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Domestic USPS Priority, First Class Mail, and $5.95 Flat Rate

** THESE SERVICES DO NOT OFFER A DELIVERY SERVICE GUARANTEED AVAILABLE DATE. **

That means we do not have an estimated time of delivery. We will ship them using delivery confirmation, which will give you limited amount of tracking.

We do not offer, at this time, a signature confirmation request. If you need this service, we offer it through FedEx, please contact us if you need this specific option.

We DO NOT offer insurance at this time. If you choose to ship using this method, you are responsible for any packages lost, stolen, damaged, etc. We will take no responsibility for the package after it has shipped from our warehouse.

1 st Class mail is only available for packages weighing 13 oz or less. No exceptions!

We do not offer Express services at this time through U.S.P.S.

U.S.P.S. does not have the ability to change the address once it has been shipped.

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PRIVACY POLICY

At Baby Milano, our privacy statement is very simple.

We will not share your personal information with anyone.

All the personal information you give us is kept in our strictest confidence and will only be used by our company to contact you to about our sites and our products.

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SITE SECURITY

Not only do we want to provide you with a more convenient on-line shopping experience we also take every measure to insure that your visit is safe and secure. So whether you browse the thousands of products we offer at 3 in the afternoon or 3 in the morning rest assured that the information you in trust us with is secure.

Our site is tested everyday to ensure that it is hacker safe. The reason for this is that a hacker safe site helps protect you from identity theft and credit card fraud.

We use Secure Socket Layer (SSL) technology to encrypt the credit card information that you send over the Internet. We use Comodo SSL certificates - see below for authentication and validation of our SSL certificate.

We bank with Wells Fargo and our credit card transactions are processed by Authorize.net - the leader in payment processing. We are a verified Authorize.net merchant.

E-Commerce Solutions

If you do not want to use a credit card on-line, you may call us during business hours - Monday to Friday - 9am to 4pm CST and we will gladly place the order for you.

Or you can email us at orders@babymilano.com with your order and we will call you to get your credit card information.

Or you can also mail us your order to us with a money order.

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