Customer Service


About Orders

Ordering via Fax or Mail

You can always place orders online, but if you prefer to place orders via fax or mail, you do not need to fill out a separate form. Just add items in the shopping cart and continue through checkout until you are prompted to print out the order sheet for fax or mail orders. You can write your credit card information on the printed sheet, then fax or mail it to ChinaSprout to complete your order. If you are a school, you may send us the official purchase orders attaching the printed sheets.

Purchase Orders or Wholesale Orders

We accept official purchase orders from schools, distributors, libraries and university bookstores and also accept wholesale orders from stores, please contact us by email at wholesale@chinasprout.com or by phone at 718-786-8890. You can also fax your orders at 212-658-9185 or by email them at wholesale@chinasprout.com or mail them to below address:
ChinaSprout, Inc.
34-01 38th Avenue, 3rd Floor
Long Island City, NY 11101

To make your order process easier, simply add all products to the shopping cart, and export the page to PDF (click on print, then change print destination to PDF). Note: this option is only available for selected browsers, such as Google Chrome. If you are unable to export to PDF, print out the page (click on the print button in your browser), and attach the printout to your purchase order. You can email, fax or mail us the orders.

ChinaSprout also works with schools to create book fairs. Click here to learn more how it works.

Order Confirmation

You will receive an order confirmation via email within 24 hours of placing your order automatically. If you have not received your order confirmation within two days, please let us know through our contact form. We will make every effort to respond within one business day.

Change or Cancel Order Prior to Shipping

ChinaSprout wants to provide the fastest service to you. We will ship all orders within 24 hours of your order. There is a good possibility that by the time you call with a change or cancellation, your package could already be on its way to you. If you would like to make a change or cancel your order, please contact us as soon as possible. We will do everything possible to try to accommodate your needs.

International Orders

We do accept international orders. We will ship all International orders by air mail unless you specifically request otherwise. Your shipping costs are calculated by USPS service, just add the products in the shopping cart, fill out the address, and you will see the shipping costs. Air Mail will take 7 - 21 business days; International Priority will take 6 - 10 business days. All International orders must be paid using a credit card. Checks and money orders are not accepted. Please note that International USPS packages may have no guarantee for delivery time and tracking.

You may be subject to import duties and taxes, which are levied once the package reaches your country. Additional charges for customs clearance must be borne by you. Please contact your local customs office for further information. In order to ensure the safe arrival of your package. If you do not request to insure your package, any loss or damage is your responsibility. We may adjust the shipping costs based on the actual shipping charges the carriers charge us. Shipping rates are subject to change without notice as carrier rates change.

Backorders

ChinaSprout tries its best to carry a full inventory for every product we sell on our site. In rare cases, however, when you order a list of products that include items that are "Backordered", we will ship partial orders first and fill the backordered items as soon as they arrive, unless you inform us to cancel the backordered products. All additional shipments after the initial shipment (2nd partial shipment, completion of order, etc.) will be shipped via ground unless otherwise requested. The actual shipping charges will apply for the second shipment. You will also have the option to cancel the backordered shipment.

Pre-orders

From time to time, we offer items to our customers before they arrive in stock, so they can order them before everyone else can! If your order contains such highly anticipated items, and also has other items, we will ship the in-stock items out first, and ship the pre-order items as soon as they become available. Shipping for pre-order items won't be charged in the first shipment, but will be charged in the second shipment when they actually shipped. The actual shipping charge for the second shipment will be applied.

Payment Methods

Credit Card or Check

We accept Visa, MasterCard, American Express, and Discover. Checks in U.S. Dollars are also accepted. Orders paid by check will not be processed until the check has been cleared. If you are sending a check, please make the check payable to:
ChinaSprout, Inc.
34-01 38th Avenue, 3rd Floor
Long Island City, NY 11101
Please note that this is our corporate headquarters. We are not open to the public.

Gift Certificate or Store Credit

You may also pay with a Gift Certificate or a Store Credit. Please select "Gift Certificate" as the payment method on the shopping cart page if your Gift Certificate or Store Credit covers the entire purchase. If the Gift Certificate or Store Credit does not cover your entire purchase, please choose the appropriate credit card type instead. Your credit card will be charged for the difference that is not covered by your Gift Certificate or Store Credit. Next, on the "Checkout Page," your Gift Certificate or Store Credit has to be redeemed. To redeem your Gift Certificate or Store Credit, please type your Gift Certificate number or Store Credit number and the amount in the Comments/More Information box. Submit your order and your Gift Certificate or Store credit will be applied once your order is received and processed.

Credit Card Transactions Security

It is statistically safer to use your credit card over the Internet than in a restaurant or department store. We have taken every precaution to make your transactions secure. Our Internet site is built on the Shopsite system, which utilizes industry-standard security measures, including SSL (Secure Sockets Layer), an encryption technology that works with Netscape Navigator, Microsoft Internet Explorer and AOL’s browser so that only ChinaSprout can read a buyer’s personal information. All account information submitted to us is safely isolated from unauthorized Internet access. Credit cards are not charged until the buyer’s items are shipped.

Nevertheless, if you prefer, we also offer you the option of submitting your order by telephone, fax, or mail.

Sales Tax

Sales tax will apply only to residents of New York state in which we are registered, but not to any other U.S. state or the rest of the world.

Shipping and Delivery

Shipping Methods

Our primary carrier is United Parcel Service (UPS), which offers Ground, Second Day Air, and Next Day Air to 48 States. Our secondary carrier is United States Postal Service (USPS), which provides Express Mail and Priority Mail for Alaska and Hawaii, P.O. Boxes, as well as International deliveries.

Where We Ship

We ship to street addresses and P.O. Boxes both within the United States as well as internationally. All deliveries to P.O. Boxes, Alaska and Hawaii, APO/FPO, Puerto Rico and international packages are through USPS. Please note that the USPS packages will be sent 48 – 72 hours after receiving the orders.

Shipping Rates

Your shipping costs will be automatically calculated based on the weight of the products you have ordered, your selected shipping service and the address where you would like to deliver. However, we may adjust the shipping costs based on the actual shipping charges the carriers charge us (including address corrections by the carriers). 2nd Day and Next Day Air packages may cost more than what are caculated in the system and you may contact us for exact charges. Please note that additional surcharges due to incorrect/invalid addresses, etc., may also apply. Shipping rates are subject to change without notice as carrier rates change.

Delivery Time


Please use this formula to determine when your order will arrive:

Processing Time + Shipping Time (business days, excluding weekends)= Total Delivery Time.

For example, if you select UPS Ground for U.S. shipments, your total delivery time for U.S. East Coast will be 1 day Processing Time + 1-2 days Shipping Time = 2-3 days Total Delivery Time (business days, excluding weekends).

For Next Day Air or Second Day Air, Shipping Time will be 1 business day (Next Day Air by 2:00pm) or 2 business days (Second Day Air by 2:00pm). This means if you order after 2:00pm on Wednesdays and select 2nd Day Air, you will only receive the package in following Monday, not on Friday or in the weekend. If you order Next Day air after 2:00pm on Thursdays, you will not receive your package on Friday or in the weekend, but on following Monday.

Processing Time

Day of the Week Order Placed Will Leave our Warehouse

Monday – Thursday

Before 2PM EST
After 2PM EST
Same Day
Next Day

Friday

Before 2PM EST
After 2PM EST

Same Day
Monday

Saturday-Sunday

By Midnight EST Monday


Shipping Time for UPS Ground

Please click here to see UPS Ground delivery time. The origin zip code is 11101.

Please also consider the following:

  • Please note that the shipping schedule is dependant upon the availability of products in your order.
  • Credit card approval must be received prior to processing.
  • All UPS deliveries are made Monday through Friday, excluding holidays.
  • All USPS deliveries are made Monday through Saturday, excluding holidays.
  • Orders placed on Federal holidays will be processed on the next business day.
  • USPS packages are not guaranteed for the delivery and may not be able to track. It is your responsibilities for your packages if you decide to use USPS service.

Tracking an Order

If your order is shipped via UPS, you will receive an e-mail that confirms your order has been shipped and indicates your shipment’s tracking number. A direct link to the UPS package-tracking site will also be provided. Note: It may take 24 hours before your tracking information appears on its website. Orders shipped via USPS will not receive an e-mail confirmation unless you make a special request for delivery information and a tracking number. If you require further tracking information, please call us at: (718) 786 8890, or email us.

Returns & Exchanges

If you have changed your mind about your purchase, you may return the item within 30 days of receipt in the original condition for a full refund or store credit, excluding shipping charges. To return an item, you must email our customer service department or call 718-786 8890 within 30 days of receiving your merchandise to obtain a Return Merchandise Authorization (RMA) number and instructions. Once Authorization is given, your package must be post-marked within 10 days from the return authorization date. ChinaSprout is not responsible for shipping charges on exchanged or returned items. Shipping charges (First Class or Priority Mail via United States Postal Service) will be refunded if the return is due to our error.

Non-collectible dolls, CDs, Tapes, CD-ROMs, Videos, VCDs, and DVDs must be returned unopened in order to receive a full refund. Customized items, original folk paintings, collectible dolls, lion dance costumes, pinata, and clothes that have been washed or worn are not returnable. Please note that all sales items are final and are not refundable or returnable. You may exchange sizes for clothing. If the sizes you need are out of stock, you will receive a store credit only. You will be informed about the amount of the store credit via email. ANY NON-RETURNABLE ITEMS will be shipped back at the customer’s expense.

All returns must be accompanied by the receipt. You can ship the item(s) back via your preferred method at your own expense. ChinaSprout cannot be responsible for returns that are lost or misdirected in shipping. We can credit you only for items received back in our warehouse. After a return has been received, it will take up to 10 business days to process. If a credit card was used for your purchase, refunds will be credited back to the same credit card. If you mailed a check for payment for your purchase, a refund check will be mailed to you. If you request an exchange, we will send you the exchange only when we receive the returned products. Actual shipping charges will apply for this exchange.

Privacy Policy

ChinaSprout respects your privacy. We will not sell, rent, or loan any identifiable information regarding our customers to any third party. Any information you give us is held with the utmost care and security, and will not be used in ways to which you have not consented.