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Welcome to our Help section. We've assembled a list of frequently asked questions/topics from A-Z to help you. If you don't find the answer to one of your questions here, please contact us.

Backorder Policy
Catalog Request or Removal
Change of Email Address
Change of Mailing Address
Chinaberry
Damaged/Defective Merchandise
Delivery Times
Disliked an Item?
Email Opt-in Mailing Lists
Email Sign-up
Employment Opportunities with Isabella
Gift Certificates
Gift Orders
Guarantee
How to Order
Listen Online
Mailing Lists
Outlet Store
Packaging
Payment
Privacy Policy
Problem With Your Order?
Product Reviews
Products
Product Submissions
Purchase Orders
Renewable Choice
Retail Store
Return Policy
Sales Tax
Sales Tax Exemption
Security Information
Shipping and Handling
Store Location
Website Woes

Backorder Policy
While we don't back order out-of-stock items, we're happy to send you an email notification when the item is back in stock. You'll have the option to sign up for this every time you wish to order an item on our website that is temporarily unavailable.

Catalog Request/Removal
Please complete our Catalog Request form to request a copy of our most recent Isabella catalog and to be added to our mailing list. If you have been receiving our catalog and no longer wish to, please complete our Remove From Mailing List form and we will remove you from our mailing list.

Change of Email Address
You may either update your email address by completing our Email Address Change form or by changing it in the 'My Account' area.

Change of Mailing Address
You may either update your mailing address by completing our Change of Address form or by changing it in the 'My Account' area.

Chinaberry
Chinaberry was founded in 1982 by Ann Ruethling, co-founder of Isabella. The Chinaberry catalog offers fully-researched, hand-selected, family-centered books and other treasures for children and adults. For a complimentary catalog, please click here. To learn more about Chinaberry, you may visit us online at www.Chinaberry.com.

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Damaged/Defective Merchandise
If you receive a damaged or defective item, please call Customer Service at our toll free number, 1-888-481-6745, between 6am and 6pm Pacific Time. We will replace the item or refund your money, whichever you prefer, and send you a pre-paid shipping label to return the item.

Delivery Times
Our normal delivery time is 3-14 days from the day your order is shipped, depending upon where your order is being shipped.

Disliked an Item?
If you dislike an item or decide that you want to return it, please see our Return Policy for information. We will do our best to handle the transaction quickly and in accordance with your wishes.

E-mail Opt-in Mailing Lists
Please know that we do not rent, sell or exchange e-mail addresses - unless you ask us to.

E-mail Sign-up
Click here to join our online mailing list to hear about our sales and promotions. We are sensitive to the private nature of information you provide to us over the Internet. Please know that we do not rent, sell or exchange e-mail addresses - unless you ask us to. Additionally, we will always provide you with the opportunity to 'opt-out' if you no longer wish to receive future e-mails.

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Employment Opportunities with Isabella
We consider the enthusiasm and dedication of our employees to be a key to our success. Our talented staff consists of team players who are committed to making a positive difference in the lives of our customers.

If you are interested in exploring employment opportunities with us, please request an application from our Human Resources Manager at 619-670-5200, or fax us a cover letter and resume to 619-670-5203. If you prefer, you may mail your cover letter and resume to us at:

Isabella
Human Resources
2780 Via Orange Way, Suite B
Spring Valley, CA 91978

Isabella offers a competitive package, including pay and comprehensive employee benefits.

Gift Certificates
Isabella Gift Certificates are available when you place your order by phone, fax, mail or online. Online gift certificates are available in any whole dollar amount of $10.00 or more, and are mailed with an Isabella catalog and a personalized message. We do not charge shipping or tax on gift certificates. Sorry, Isabella Gift Certificates are not redeemable online. To order a gift certificate online, please click here. One gift certificate per online order. To order additional gift certificates, please place separate orders or call customer service at 888-481-6745 between the hours of 6am and 6pm, PST.

Gift Orders
We're happy to send your gifts directly to friends and family. In the Shipping Address section of Check-Out, simply enter the gift recipient's information & answer 'yes' to 'Is this a gift?'. We'll be happy to include a handwritten gift card with the message you would like to include. In the Gift Message section on the next page of Check-Out, please enter your message (Note: message is limited to 180 characters).

Guarantee
If for any reason you are not completely satisfied with something you've ordered from us, you can return it. Please see our Return Policy for more information. We will do our best to handle the transaction quickly and in accordance with your wishes.

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Listen Online
We are pleased to offer you sound clip samples for most of our music & audio books. Just turn your speakers on & press 'play' to hear a sample of our selections. If you cannot view our online audio player, you probably need to install the Adobe Flash Plug-in. Click here to install the Flash Plug-In (free).

Mailing Lists
We occasionally make our catalog mailing list available to other carefully selected mail order companies with related products that may be of interest to you. If you do not want to receive these mailings, please either fill out our online Do Not Rent form or call our customer service number at 888-481-6745, 6am to 6pm, Pacific time. We won't share your e-mail information with any other companies unless you ask us to.

Outlet Store
If you're in the San Diego area, be sure to stop by our outlet store located in Spring Valley, California. At our store, you can purchase any item in the current catalog as well as many discounted items from previous catalogs. Our hours are from 10:00 a.m. to 5:00 p.m. Monday through Saturday. (Please note that at this time, customers are not able to place an on-line order to pick up in the store.) Please call for directions at (619) 670-5200 or click here for printable directions.

Packaging
Some customers have expressed concerns about the seemingly excessive packaging we use on small orders. Please know that we share this concern for the environment and the growing difficulties of solid waste management and are doing all we can to meet these challenges.

We have several goals in mind when choosing our packaging materials:

  1. Environmentally-friendly materials. (Approximately 44% of the fiber used in our packaging materials is of recycled paper materials, and approximately 56% of the remaining fiber in our packaging materials is from tree farms in Seattle, Washington and Denver, Colorado and not from endangered forests. This means that the trees that are used to supply our raw materials are replanted once they are used.)

  2. Recyclable materials. (The imprint on our boxes encourages customers to either recycle or be creative with our packaging materials. We receive lots of positive feedback every year about how our packaging materials become art projects for children or playthings for pets with thanks for sending something that can be recycled after the fun stops, as opposed to messy peanuts or environmentally unhealthful plastics.)

  3. All orders to arrive free of damage. Since we sell many easily damaged items, we tend to use larger boxes in general to make sure these items have room to be packed well, given how roughly they can be handled in transit. Additionally, UPS requires that there be 2” of packaging on all sides of the contents of a box. We feel it makes more sense economically and environmentally for the initial order to arrive completely undamaged than to have to replace something that arrived damaged because we skimped on packaging.

  4. Saving resources by not ordering excessive amounts of different sized boxes. (We base the range of the sizes of our boxes on an average order, which usually consists of several items with a total weight of 5 to 6 lbs. Unfortunately, some of the small one-item orders do get extra packaging, but overall we save resources and materials as a whole. If we were a larger company, with considerably more orders and warehouse space, we could stock a wider range of box sizes.)

  5. We also recycle all of our own materials here at our company site. This includes boxes, paper, cans, plastic, and anything and everything that is possible to recycle. We have arrangements with our local land waste management company and none of our recyclables make it into our local landfill.
Thank you again for your concern and interest in helping the environment. We really are doing all we can within the economic framework we have to work with.

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Payment
You can pay for your order with Mastercard, Visa, American Express or Discover/Novus credit cards. If you're mailing your order in, you can also pay with a personal check, money order or cashier's check. When you provide a check as payment for mail orders, you authorize us either to use information from your check to make a one-time electronic fund transfer from your account or to process the payment as a check transaction. Sorry, we don't ship COD.


Privacy Policy
We occasionally make our catalog mailing list available to other carefully selected mail order companies with related products that may be of interest to you. If you do not want to receive these mailings, please either fill out our online Do Not Rent form or call our customer service number at 888-481-6745, 6am to 6pm, Pacific time.

E-mail Opt-in Mailing Lists
Please know that we do not rent, sell or exchange e-mail addresses - unless you ask us to. During the checkout process, we collect your ordering information to process your order and so you can check out quicker the next time you shop with us. No credit card information is stored for security reasons.

To view our Privacy Policy in its entirety, please click here.

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Problem With Your Order?
If there is a problem with your order (you're missing an item, we sent the wrong item, the package didn't arrive, etc.), please call our customer service number at 1-888-481-6745 between 6am and 6pm Pacific Time. We'll correct the problem immediately.

Product Reviews
Our customer product reviews help other customers decide what to purchase at IsabellaCatalog.com. Please share your stories on our site by going to the product page of the item you wish to rate and review. By submitting a review, you are giving us permission to use the review on this site, our sister site Chinaberry.com and our blog Under the Chinaberry Tree, as well as in our Isabella and Chinaberry catalogs. None of your personal information will be shown--only your display name and review.

All reviews are read before being posted. We reserve the right to edit or not post a review. Reviews will not be posted if they are inaccurate, irrelevant, abusive, unspecific, price or value-related, idiosyncratic, or contain personal information, references to other websites, &/or HTML coding. In order for other customers to get the most out of your reviews, please be as specific as possible. If you have questions or concerns about a product or your order, please contact Isabella Customer Service at 1-888-481-6745 or by email.
 

Products
We want you to be completely happy with anything you get from us. We've done our best to describe every item as completely as possible so you know what you're getting. However, you may find that your tastes differ from ours. For that reason we have a 100% Satisfaction Guaranteed policy. Please see our Return Policy for more information.

Product Submissions
If you have a product you'd like us to consider carrying in the catalog, you can send it to:

Isabella Submissions
2780 Via Orange Way, Suite B
Spring Valley, CA 91978

Please include your name, address, phone/fax # and e-mail address, along with wholesale pricing and information about your company. Our review process can often take 3 to 6 months. We'll send you an acknowledgment email letting you know that we did receive your submission. If we are interested in carrying it, we'll contact you. Due to the number of submissions we receive, we ask that you do not call us to ask about the status of your submission. Samples or photographs sent to us will not be returned to you. Please be sure to include your email address with your submission.

Purchase Orders
We accept purchase orders submitted on official purchase order forms,pre-printed with your organization's name, address and PO number, with two (2) signatures guaranteeing payment. Please mail or fax us your purchase orders. We can take on-line or phone orders only if you're paying with a credit card at the time of purchase.

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Renewable Choice



Caring for the environment is important to Isabella. In an effort to minimize our impact, we have chosen to purchase renewable energy credits (RECs) to offset 100% of the electricity we use.

In plain language, this is what that means: Since we can't pipe renewable energy from wind farms and other renewable energy projects directly to our offices, we use electricity from the national power grid and that has the same mix of energy as everybody else's power... less than 2 percent comes from renewable sources. The difference is that by paying a bit more, we ensure that the electricity we use gets replaced onto the grid with renewable energy, which makes the energy mix cleaner for everyone.

Our purchase of renewable energy credits (RECs) has an annual impact that is similar to:

  1. Planting 605 mature trees or
  2. Taking 13 cars off the road or
  3. Not driving 148,413 miles in an average car.
Renewable Choice is an innovative concept whose time has come, and we are grateful for the opportunity it has given us to lessen our impact on the environment.

Return Policy
If you are not 100% satisfied with your purchase, simply return it within 4 months for a refund of the item price or an exchange for another item. For items returned after 4 months, we will give you an Isabella credit for the purchase price.

On the back of your invoice, we provide you with a return form to complete. Please include it with your returned item(s).

If an item is defective or if the order was filled incorrectly, we will send you a prepaid return label.

If you have lost your return form, click here to print one out.

Sales Tax
We collect sales tax based on the 'ship to' address of your order. We are required to collect sales tax in California, which is where we are located. If you're shipping to California, please include tax as follows:

Calculate 8.0% of the total of your merchandise.

We don't collect tax on gift certificates.

Sales Tax Exemption
We are required by law to collect sales tax on any orders going to California. If you are a tax-exempt organization, we need to have a copy of the Exemption Certificate issued to you by the State of California on file before you can order tax-free. You may either mail or fax (619-670-5203) us a copy of your certificate. We ask that you place your orders by mail, fax (619-670-5203) or phone. If you are ordering by phone, please call our customer service line, 1-888-481-6745, between 6am and 6pm Pacific time.


Security Information
We care about the security of your financial information. To ensure the privacy of sensitive information, we use 1024 bit RSA during the transmission of the data to and from the server. The database itself that resides on the server is password protected and information such as credit card numbers are not stored in the database.

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Shipping and Handling

Depending upon your location, your order should arrive within 3-7 business days via Standard UPS. If shipping via US Parcel Post, please allow 2-3 weeks.

We ship by both UPS and the U.S. Postal Service. We select whichever method provides the most efficient delivery of the items you've ordered. If you prefer one method over the other, please let us know. We need to have a physical street address for UPS. Please include shipping as indicated by the following chart, based on your merchandise subtotal:

Merchandise Total Shipping and Handling
$15.00 and under Add $6.95
$15.01 to $30.00 Add $8.95
$30.01 to $50.00 Add $10.95
$50.01 to $70.00 Add $12.95
$70.01 to $90.00 Add $14.95
$90.01 to $110.00 Add $16.95
$110.01 to $130.00 Add $18.95
Over $130.00 Add $20.95

Faster Shipping:
Priority Mail - Add $8.95 to your standard shipping rate above. After your order is shipped, you can expect it in 3-5 business days.

UPS 2nd Day Air - Add $12.95 to standard shipping (Continental U.S.). We need a physical street address. This guarantees you will get your order within 2-3 business days (excluding weekends) after we ship it.

UPS One Day Air - Add $22.95 to standard shipping (Continental USA only). We need a physical street address. This guarantees you will get your order one business day after we ship it (excluding weekends).

Alaska, Hawaii and U.S. Territories - We normally ship all HI and AK orders by U.S. Mail Parcel Post ((normal delivery time is 2-4 weeks). Add $8.95 to regular shipping for PRIORITY MAIL; after your order is shipped, you can expect it within 3-10 mailing days. Add $16.00 to regular shipping for UPS 2ND DAY AIR; please allow 3-4 business days from the time your order is shipped. (We need a street address.) No UPS to APO/FPO addresses.

Sign up with UPS My Choice and then you decide when and where your packages arrive. Learn more.

Canadian and International Shipping:
Unfortunately, we no longer ship to international addresses, including Canada. We only ship to U.S. addresses, APOs, FPOs, State departments, and U.S. territories.


Website Woes
If you run into a problem with our Website, please contact our Webmistress. or call us between 6:00 a.m. and 6:00 p.m., at 888-481-6745.

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