Frequently Asked Questions
Currently, we offer bulk order discounts for the following:
* Life Planners and Teacher Lesson Planners
05 items = 10% off
10 items = 15% off
20 items = 20% off
For further discounts on corporate gifts and other products not automatically discounted on our website, please feel free to email us to discuss specifics. We have had customers order 40 planners at once, and we have customers who have purchased 2,000 planners at a time-- so we are able and happy to accommodate your requests!
The inside pages of our EC planners are printed in volume and as a result, are currently not customizable. However, we do offer customized text stickers as well as customized photo stickers to further personalize your planner!
While not every product includes a proof to view, we have included samples of the personalization on each product page. Our designers will create your product to look just like the name sampled on the website.
If you have specific changes or capitalization requests, you can request a proof to approve before your product is printed. Please note that your credit card will show a separate charge of $5.00 for each proof sent.
In order to view your proof: please login to your account (by clicking here). Click on "my account" from top navigation bar. Then click "proof". From here, you can approve your proof or request an additional revision. While we provide the first proof free-of-charge, additional proofs cost $7.50. Any revised proofs should be available within one business day. After you have approved the proof, your products will be sent to our printers and begin the production process.
We plan to launch our newest LP in early June and are so excited for you to see all the new bells and whistles we have lined up for this launch!
We've truly hit the ground running these past few months, as we worked to hire a full Texas team and focused on gearing up for production in Austin. While pickup is not an option at our Texas facility quite yet, we do hope to offer pickup as an option in the future for our Texas community (as soon as we catch our breath)! We hope you are as excited as we are for the 2015-2016 LifePlanner launch!
How do I redeem a code?
Once you have personalized your order and have proceeded to checkout, you will reach the "Payment Information" page. Scroll down until you see the "Coupon/Gift Voucher/Daily Deal" box, and in the space provided, enter in your gift card code, eGift code, credit voucher or coupon code. Next, click "Redeem". For any remaining balance, your credit card will NOT be charged until you “Confirm Order” on the next screen.
My code doesn't work!
Some codes have limitations, for example: codes for specific products, 1-time-use codes, or even just expiration dates. Please be sure to read the fine print!
What is the difference between a coupon code, eGift card, gift card, credit voucher? Can they be combined?
How does the referral program work?
I missed the promotion or sale. Can you apply the code to my recent order?
Unfortunately, as stated on our website and in our newsletters, all sales and promotions are not applicable towards previously placed orders. The programming for each promotion is created in advance and scheduled automatically to begin at a designated time period. Our marketing team has researched each promotion extensively and decides when to launch and end each promotion, after weighing in various factors. While we cannot apply promotions to previous orders, we frequently offer new sales and contest giveaways! Are you interested in contests, promos and giveaways? If so, please be sure to click on the following pictures below to follow us on social media and sign up for our newsletter!
"In 2005, FedEx acquired FedEx SmartPost, a leading national small-parcel consolidator. FedEx SmartPost specializes in the delivery of low-weight, less time-sensitive business-to-consumer packages, using the U.S. Postal Service for final delivery to residences."
With regards to cost, SmartPost is the cheaper option by $2.00, but does take far longer for delivery (sometimes twice as long).
We do ship to P.O. boxes but, for the time being, we are only able to ship to P.O. boxes using FedEx SmartPost. FedEx SmartPost is a service provided by FedEx which sorts the packages by address and uses the U.S. Postal Service to execute the final delivery to residences. FedEx SmartPost often takes 2-3 times as long as our other shipping methods to deliver your package. If you would prefer quicker shipping methods, we would need a new address without a P.O. box.
You can see the status of your order at any time by logging into your account here https://www.erincondren.com/login. Please keep in mind that the "ship by/promise date" is our best guesstimate as to when your package will ship, but many factors could alter your ship date.
To track your package, log in to your account https://www.erincondren.com/login to view your order history. Click the “view” button on your order number to view your order status. If your package has shipped, a tracking number will be provided that you can then track via the FedEx website.
We love that EC products have made customers happy globally! We are only able to offer FedEx as the shipping method for international shipping at this time, but we are currently looking for less expensive freight options for our international customers and hope to have alternatives soon. Please be aware that tariffs and taxes are not implemented by our company, but by federal government policies that are beyond our control. Please expect additional monies to be collected at the time of delivery to pay for government taxes and tariffs.
We can update your delivery or billing address if your order is in "Pending", "Waiting", "Invoice to Print", "Printed", "Printing" or "In Production".
If your order is in "Quality Control", "Pick Up", or "Shipped", the shipping address can not be changed.
There are many variables to consider in determining when orders ship out of our two facilities including: date and time ordered, the design layout chosen and additional items purchased. We put all orders through a quality control check, so if an order is not up to our rigorous standards, we re-print and re-process them. When orders are received, they are processed at the same rate (both personalized and Ready to Ship) unless priority processing is selected. Because personalized items require additional design time, their estimated shipping date window typically will be later than the Ready to Ship option.
We were so excited to have such an amazing response to our ready to ship planners,but due to the large influx of orders, we had to push the date out in order to allow us to fulfill them. We're working hard to get those orders out in a timely manner, but greatly appreciate your patience. If you would like us to look into your individual order, please email our customer service at email@example.com.
Is my credit card information secure on your website?
At ErinCondren.com (“EC”), our customers' privacy and security is our top priority. We take any and all security concerns seriously and investigate each one individually. We continually revamp all of our systems and security processes to ensure state of the art security and monitoring based on the latest technology available. We use industry leading platforms, including Amazon Web Services (http://aws.amazon.com/) for website hosting, Authorize.net (http:// www.authorize.net/) and PayPal (https://www.paypal.com/) for payment processing, and Alert Logic (https://www.alertlogic.com/) for network and traffic monitoring. We periodically regenerate all client-side SSL certificates which employ the latest encryption algorithms.
We have performed multiple full-site security audits through external security experts including Trustwave (https://www.trustwave.com/) and StratumPoint (http://www.stratumpoint.com/). There were no issues found related to payment processing or customer data. We have also done thorough reviews of all internal and external payment processes and have found no system or process issues. Our process leverages our trusted payment gateway partner, Authorize.net, to process all credit card transactions. When credit card information is entered on our payments page it is passed directly to Authorize.net through SSL encryption standards, and remains encrypted at all times. At no time do we have direct access to payment information and we do not store ANY customer credit card information on our servers or on any EC databases.
We are committed to continuing to improve the customer experience and protecting customer's privacy. Please let us know if you have any further concerns.
What is your refund policy?
In order to receive a refund credited back to your bank account, your order must have been placed no more than 60 days from when you request a refund. For your security, the refund must be credited back to the card you used to purchase this order. In the event that your credit card has expired or has been cancelled, you must receive store credit.
If you are requesting a refund and your order was placed more than 2 months ago, we are only able to provide you with store credit. Our system is designed to provide extreme security to our customers, and as a result, does not save any credit card information. After 2 months, we no longer have the ability to issue a refund to your order.
How long will it take for the refund to appear in my bank account?
We issue refunds within 24 hours of when the refund request is approved. However, we have found that it takes 5-10 days for a refund to reflect in your bank account, depending on your banking institution.
Gosh, I wish we could! As this company grows, our workflow and order processing continues to get more streamlined and efficient. We're not quite Amazon, but this little biz is working hard to keep up!
The new request will need to be placed as a separate order since your first order is already in our "pipeline."
We are sorry that your order did not arrive to you by the "approximate ship date" associated with your order. The "approximate ship date" is our best guesstimate as to when your package will ship. Please keep in mind that we are sticklers for perfection and have high standards for quality, and as a result, your order may require a few extra days to meet our expectations. If we notice a flaw with your order during production or quality control, we re-print your product and begin the production process from the beginning to ensure you receive the best product possible.
Typically, we are able to get a reprint through the production process and ready to ship to you within 3-9 days, depending on the item or suggested revisions.
When an order is placed in "waiting", it simply means that we need some more information from you. More often than not, an order is placed in waiting because the designer is concerned about the quality of your photos OR the designer needs clarification regarding your special instructions.
When your order is placed in "waiting", a CS representative will email you to request the necessary information required to move forward with your order.
Have a question about... Life Planners? Shipping? Proofs? Coupons?
Mon - Fri, 9am - 5pm PST
4860 West 147th Street
Hawthorne, CA 90250