Frequently Asked Questions

How do I get started?
That's easy! Simply click on "Sign Up Now", fill out the required information along with your credit card information and click "Charge my account and continue." That's all there is to it!
Do I need any special software to use TheAspenShops.com?
No, we’ve made it that easy!
What does it cost?
We provide you with three flexible options to pay for your monthly maintenance fees:
  • Plan 1. Month to month plan for $29.95 with a $50 sign up fee (charged immediately on sign up date.). The $29.95 monthly maintenance fee is charged to your account automatically on the first day of each month.
  • Plan 2: 6-month prepayment plan for $150 ($25 per month) with no sign up fee. (Total savings $79.70)
  • Plan 3:12-month prepayment plan for $240 ($20 per month) with no sign up fee. (Total savings $169.40)
  • A monthly maintenance fee? Is that a web hosting fee?
    Although we do host your store on our servers, the low monthly fee is an exceptional deal! For less than $30.00 per month, we provide you with:
    • 300+ Kate Aspen favors are yours to sell
    • Over 50 Baby Aspen gifts if you choose to sell the baby gift collection as well
    • A fully stocked store with automatic updates
    • A secure shopping cart
    • Warehousing and inventory services
    • Order warehousing and order shipping services
    • Accounting services for your sales and commissions
    • Owner login pages where you can download marketing tools, order samples, and check real-time reporting on your sales, returns and commissions
    • A fully trained, professional Customer Care department with
    • Toll free numbers for both you and your customers for questions and returns
    • Email service for your customer questions via theaspenshops@theaspenbrands.com
    • Email service to answer your Owner questions at ownersupport@theaspenbrands.com
    After I register, how long before my store is operational?
    Once you completely fill out the registration form and click "Sign Up," your store is ready and open for business immediately!
    Can I register for more than one store?
    Yes! If you register for more than one store, the signup fee for the second store will be waived.
    How do I market my store?
    We strongly suggest that you take the time to complete a marketing plan prior to purchasing a The Aspen Shop. Determine your target audience and how you plan to go about marketing to them, how much you plan to spend, and where you plan to spend it. A The Aspen Shop lends itself best to traditional "grassroots" marketing efforts, although you are welcome to market the store any way you deem best suited for your chosen target audience.
    Do you offer any marketing tools?
    We offer professionally designed .pdf templates for brand specific signage, business cards, customized internet banners, and other promotional literature to help you promote your store. We also offer sample packs of our best selling products at below wholesale prices, and we keep in contact with you on a regular basis via our e-blasts with new products and suggestions for selling to your customers. Oh! And the Blog! You’ll want to check that once a week for tips and promotions to help market your store! You can access the Blog from Marketing Tools in your backoffice.
    What kind of security does TheAspenShops.com offer?
    We take the security of both you and your customers seriously. All sensitive information, including credit card information during a purchase, is sent over an encrypted SSL (Secure Sockets Layer) connection, the standard for e-commerce. Just look for the lock icon in your browser when you're completing a purchase. Furthermore, all highly sensitive information on our servers is stored encrypted for an added layer of protection.
    What do I name my store?
    Well, that's entirely up to you! Your domain name will be your chosen shop name, followed by a dot, and then theaspenshops.com, i.e. http://.theaspenshops.com.
    What's in a name?
    Actually, quite a bit when it comes to the Internet. We strongly encourage our new The Aspen Shop owners to do their due diligence when naming their store. Do some research on your shop name to make sure it is unique on the Internet before you commit to it. After all, this will be the name your customers will search for if they lose track of your URL. Also, please do not consider www. as part of your shop name when entering it in the registration system. The Aspen Shop Program will include the "www" extension for you. You will only need to provide the name of your shop.
    Can I change my shop name and my URL after registration?
    One of the unique things about The Aspen Shops is your ability to follow your up-to-the-minute purchase records, returns and commission progress from the secure owner login page. The back office functions that allow you this incredible access are tied to the shop name you initially registered. We do not recommend changing your shop name and/or URL, but understand in certain situations this might be necessary. The Aspen Shops will change your URL and shop name within the first 24 hours after registration at no charge. After that time, there is a $150.00 programming fee for this service each time it is requested. Should you need to make a change, please send an email requesting same to ownersupport@theaspenbrands.com.
    How do I get paid?
    Our accounting department cuts a check for your commissions on the 25th of each month for the prior month's sales. For details, please "Payments and Fees" here: http://www.theaspenshops.com/Content/TermsAndConditions.aspx
    Do I need to know HTML to personalize my site?
    No, TheAspenShops.com has made it a snap for you to personalize your site. You will be able to add your own logo, choose from several storefront designs and color schemes and include your personal message on the "About Us" screen. The products and prices are already in place, so everything else is complete and ready to go!
    Can I add other manufacturer's products to my site?
    We hope you've chosen to become a TheAspenShops.com retailer because you recognize that Kate Aspen's favor designs, our quality and customer service are second to none. To maintain our commitment to quality and outstanding customer service so your customers will return again and again and refer your Web site to their family and friends, your store sells only Kate Aspen favors. Your site will be updated regularly with new and exciting designs, which means your customers will always have a plentiful selection of the finest favors available.
    What kind of payment will be accepted?
    Both you and your customers can pay with Visa, MasterCard, American Express and Discover.
    Do you collect sales tax?
    Currently, The Aspen Shops charges sales tax in the states of New York and Georgia.
    Do you ship outside the continental United States?
    Our service area includes the following: all 50 United States, Puerto Rico, the US Virgin Islands, and all of Canada. We currently do not ship beyond these boundaries.
    How do I see the Marketing Tools and how much I've earned?
    When you register, you will choose a Username and Password. Please make a note of these, as they will be very important to you when you need to access your Marketing Tools, change your contact details or get information on sales and commissions. To view your secure Owner page, go to www.theaspenshops.com, and click on the orange Owner Entrance door. Type in your username and password and click Enter. You will be taken to your Owner profile page where you can follow the navigational links on the left hand side of the page to all these tools.
    How do I insert my own logo for my site?
    Once you've logged in, visit the Customize Your Site section and upload an image. Logos can be any dimensions from 10 pixels wide by 10 pixels tall to 435 pixels wide by 120 pixels tall, but they look best if they're about 200 pixels wide by 120 pixels tall.
    I just changed my logo or my theme, but I don't see the change on my Web site.
    It may take the system up to an hour to show your changes. Just check again shortly. If you still don't see the change after an hour, try holding down the shift key while clicking your browser's Reload button to clear your browser's cached copy of the Web site.
    How are the prices set for my store?
    Prices are the manufacturer suggested retail prices. The prices are tiered so that volume discounts apply for larger orders. You will receive 30% of the product sale price (excluding tax and shipping) - approximately 90% of the profit for the sale.
    How do I get credit for customers who place orders by phone?
    Just beneath the phone number at the top right-hand corner of your Web site is a "store code" which uniquely identifies your store, just like your store's URL does. When a customer places an order by phone, they'll be asked for the store code or the URL, so that you get credit for the sale just as if the customer had purchased through your Web site. To see an example of the store code, look in the top right-hand corner of our demo store.
    Why did a number appear in my URL?
    You may have noticed that when you visit "http://[yourstorename].theaspenshops.com" in your browser, you are redirected to a URL such as "http://[yourstorename].0.theaspenshops.com". This number directs your request to a reserved section of our servers, so that you only have to share resources with a limited number of other stores. This keeps your store's response times quick, making your customers happy. You don't have to worry about putting the number in yourself. Just use your regular URL as normal when telling people about your store, and we'll put your number in for you.
    How are returns and exchanges handled?
    Customers can simply send an email to theaspenshops@theaspenbrands.com or call us at 1-866-315-8110 for a return authorization within 30 days of receiving their order. We will accept authorized returns within 30 days as long as the items are unused and in the original packaging. Some items are non-returnable and non-refundable such as edible, personalized, cosmetic and personal care items. Due to the nature of these items, all sales are final. Some examples of non-returnable items are manicure sets, lip balms, lollipops, drink mixes, coffee, tea, jelly, honey, flip flops and olive oil.
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  • PLEASE TAKE NOTE: The customer is responsible for shipping. We do not refund shipping charges. No credit is given for lost return packages and nonreturnable items returned to us will not be shipped back to the sender nor credited to their account. Items returned without prior authorization will be charged a $20 restocking fee. We do strongly recommend that your clients use a shipper with a traceable shipping method as we cannot be responsible for damaged or lost return packages.
  • How long before my client receives their refund?
    After we receive the package and inspect the items, your client will receive an email confirming credit total. Credit will be issued in 3 to 5 business days. Please allow adequate time for their banking institution to process the credit.
  • Can my clients return personalized items?
    Due to the nature of these items (i.e. they cannot be resold,) personalized favors and gifts are non-returnable and non-refundable.
  • Can my clients return edible, cosmetic or personal care items?
    Due to the nature of these items (i.e. they cannot be resold,) edible and cosmetic favors and personal care products are non-returnable and non-refundable.
  • What if they received their order, but some items are damaged?
    Please instruct your clients to inspect all items carefully when they receive their order. If there is any damage, please call our customer relations advisors Mon-Fri 9AM - 6PM ET at 866-942-1311 at their earliest convenience, but no later than 7 days after the package was delivered. Keep the original box, packaging materials, as well as any paperwork that came in the box. We suggest that your clients email us a digital photograph of the damaged box and/or items. A customer relations specialist will help you file a claim with UPS if needed.
  • Do you ship internationally?
    At this time we ship only within the U.S. and to Canada and Puerto Rico.
    What are typical shipping and delivery times?
    Most orders ship within 3 business days from when the order is placed. Product descriptions may provide an estimated ship time. Personalized products may require up to 7 days for processing. We use UPS Ground for most shipping within the United States. We've found that UPS provides the best value and reliability for our customers.
    What do I do if I forgot my password?
    At the bottom of the page, click on “forgot password” and you will be prompted to enter your username. On the next page, your security question will appear. Answer this question correctly and you will be given your password. If you still do not know your password or do not correctly answer your security question, please email us at ownersupport@theaspenbrands.com and allow 24 hours for your password to be reset.


    Still have a question? Email us at ownersupport@theaspenbrands.com, and we'll be happy to help you.

     

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