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FREQUENTLY ASKED QUESTIONS (FAQ)
1. How can I contact "Barbara Eden: Her Official Store" representatives?
You can e-mail our representatives directly through our site's Contact Page. Our Customer Service hours are M-F 11:00am to 5:00pm EST, except for closed days. (See below for days in which we will be closed.) However, you are welcome to contact us 24/7, just know that we may not get back to you right away outside of those designated hours.
We also have a "Live Chat" system and will try to have representatives available during Customer Service hours, M-F 11:00am to 5:00pm EST, except for closed days. However, the best way to reach Customer Service is through the Contact Page.
Please include your full name, e-mail address, and your order number (if applicable) when contacting us, so that we can better assist you. We are happy to help!
2. When is the store closed?
Since we're a website, "Barbara Eden: Her Official Store" may still be available for shopping even on days the store is closed. Closed means that our departments will not immediately respond to messages and we will not ship orders.
We are closed on weekends (Saturday & Sunday), during store maintenance, and on the following upcoming dates in 2024:
SEPTEMBER 2024
» Monday, September 30*
OCTOBER 2024
» Tuesday, October 1*
» Monday, October 14 - Columbus Day
NOVEMBER 2024
» Monday, November 11 - Veterans Day
» Thursday, November 28 - Thanksgiving Day
» Friday, November 29* - Black Friday
DECEMBER 2024
» Monday, December 2* - Cyber Monday
» Tuesday, December 24 - Christmas Eve
» Wednesday, December 25 - Christmas Day
» Thursday, December 26 - Boxing Day
» Tuesday, December 31 - New Year's Eve
PLEASE NOTE: This is a tentative list. Closed dates may be added or removed at any time, so check back regularly.
* = Customer Service open, but not shipping orders.
3. What days does the store ship out items?
We only ship on business days (Monday, Tuesday, Wednesday, Thursday, Friday). We do not ship on weekends, US postal holidays, and select other days that we are closed. (See #2 above for current list)
4. When will I receive my order?
Please see our store's Shipping & Delivery information.
5. Does the store ship to PO Boxes?
Yes, we ship via USPS to PO Boxes.
6. Does the store ship to APO/FPO/DPO addresses?
Yes. Please follow the USPS's Guidelines for APO/FPO/DPO addresses. Also familiarize yourself with applicable mailing restrictions. BarbaraEden.net is not responsible for items that are undeliverable due to mailing restrictions.
7. Does the store ship internationally?
Yes! We appreciate the business from our international customers. Please be aware that the items in your order must not be prohibited by embargo or international restrictions. We are not responsible for orders confiscated by the legal authorities of your country or state and we suggest you check with your local customs office regarding import laws before you place your order. We do not offer refunds for orders confiscated by the legal authorities of your country or state.
In addition to the shipping charge, customers shipping to locations outside the U.S. are responsible for paying all costs associated with importing the order, including all taxes, fees and/or duties. Import fees will be billed to you by USPS, FedEx, UPS, DHL, or any 3rd party contractor fulfilling your shipment. The listed shipping cost (during checkout) covers the cost of shipping only.
We do not offer exchanges or refunds for international orders for which you are unable or unwilling to pay the additional duties and taxes which your government requires.
8. My merchandise was damaged when I received it; what do I do?
Please Contact Customer Service within three (3) days of delivery to report a defective or damaged item and review our TOS for the full policy regarding items damaged in transit en route to buyer. You should hold onto the items and the packaging you received them in until BarbaraEden.net Customer Service instructs you otherwise. For returning damaging items, you will receive an approval notification from BarbaraEden.net Customer Service providing instructions for returning the item. If an exchange is available, a replacement of same item will go on temporary hold for you.
Defective or damaged items may be exchanged for identical items only and must be returned within 5 days of approval notification and received within 14 days for US customers (30 days for International customers). For US customers, we can arrange for USPS to pick-up the item for you if you cannot make it to a PO, just let BarbaraEden.net Customer Service know. After time period has lapsed, an exchange may no longer be available or honored. If the defective or damaged item is no longer available, we will fully refund the cost of the item plus the applicable portion of shipping charges upon receipt of damaged item's return. Refunds must be made to the credit or debit card originally used to place the order.
PLEASE NOTE: Shipping carrier may require information from you or need to contact you for items damaged in transit. You should comply with any requests from shipping carrier (and/or the store) to speed up the process for receiving your exchange or refund. Again, please see the store's TOS for BarbaraEden.net's full policy regarding damaged items.
9. My order was lost in transit. I never received my order; what do I do?
In the unlikely event that happens, we are here to help as best as we can.
We ship with tracking. If the carrier shows the item as delivered, please contact that carrier directly and tell them that you have in fact NOT received the item. USPS, UPS, and FedEx will tell you how to proceed with tracking down your package(s). We also recommend you check with neighbors and people in your household to make sure no one accepted the package on your behalf and forgot to mention it to you.
If your order never arrived and the carrier tracking does not say it was "Delivered," Contact Customer Service immediately. We will file a Missing Package Enquiry with the carrier. If the package still cannot be located, BarbaraEden.net will ship you out a replacement or issue you a refund, depending on the item(s).
If you received an empty box or part of your order was not in the box, please Contact Customer Service immediately. We may require photographs of the packaging, so hold on to all the packaging until we tell you otherwise. Thank you, and we appreciate your assistance. (In some cases we do have to ship certain orders in more than one box, so check the receipt from us inside the box. If it says "Shipment 1 of 2" then the rest of your order has shipped separately. You can check your Order History for tracking information for that second shipment.)
10a. Can I return or exchange items I bought at a Barbara Eden event or appearance?
No. This store will not process returns or exchanges for any items purchased at Barbara Eden events or appearances.
10b. What about pre-sales for Barbara Eden events or appearances?
The store may occassionally offer pre-sales for autographs and/or photo-ops at Barbara Eden events or appearances. These purchases will only be refunded if Barbara Eden cancels the appearance. If you purchased an item and can't make the appearance, you will be invoiced for shipping costs. Once the shipping costs are paid, we will ship the item to you. At store's discretion, your order may be cancelled; cancelled orders may be subject to a restocking fee.
For more on restocking fees, please see our store's TOS.
11. Are the autographed items for sale in the store really signed by Barbara Eden?
Yes. This is Barbara Eden's Official Store and any autographed items marked as signed by Barbara Eden are hand signed by Barbara Eden.
12. I'm Barbara's biggest fan. Can you give a message to Barbara Eden for me?
No. While BarbaraEden.net is Barbara Eden's one and only official store, this is not the proper channel to get fan mail to Ms. Eden. Ms. Eden does have official social media accounts, and some of those do allow for leaving a message/comment/tweet. There is no other way to send Ms. Eden fan mail at this time. Thank you for your understanding.
PLEASE NOTE: Ms. Eden cannot accept scripts, screenplays, contracts, manuscripts (published or unpublished), fan fiction, treatments, or other unsolicited materials. For legal reasons, these items cannot be passed along to Ms. Eden and even if you get these into the hands of a representative, they will not pass unsolicited materials along to Ms. Eden. Thank you for your understanding.
13. I'm a representative for a registered non-profit charity/organization/foundation that is looking for a donation for a(n) fundraiser/auction/benefit. Who do I contact about the possibility of receiving a donation?
You must be an authorized representative of the registered non-profit to make a request. If so, please use the store's contact form and select "Designated Agent" from the drop-down menu. Your message requesting a donation must include ALL of the following information about the non-profit:
» Representative/Contact's name & direct contact info (e-mail, phone, office address);
» Non-profit's name, address, & phone number;
» Non-profit's country/state of incorporation (or what branch is requesting this donation);
» Non-profits's website(s) - if no website or social media presence, please give a brief mission statement educating us about the charity/organization/cause;
» What store item(s) you are requesting;
» Tax-exempt status;
» Reason you are requesting the item(s) - ie. fundraiser, auction, benefit); AND
» Date of auction/benefit/fundraiser
PLEASE NOTE: (1) Any request sent with incomplete information will be discarded. (2) We do not donate to PACs or for profit organizations. (3) Contacting the Designated Agend does not guarantee you will receive a donation. We appreciate your understanding.