Frequently Asked Questions



When contacting Franklin Goose for any reason, please put in the subject line what your email is referring to. Also, please include your full name (that is used on the site) plus your order number. This will speed along the process.


The natural and organic baby market is young and is not a mass market operation run by low cost outsourced manufacturers. Our manufacturers have high quality standards and as a result they are less capable of responding to rapid changes in supply and demand. You can be assured that any delays mean your product is being produced with loving care.


What are my shipping options?
What is your return policy?
Why did I only receive part of my order?
When will my order ship?
We are moving soon and haven't received part of our order, can we change our shipping address?
I received an item that I did not order or how do I return an item?
Will I receive a shipping notice?
I sent an email or called and haven't heard a response back, why is that?
How do I cancel my order?
My order hasn't shipped yet, can I cancel an item and add one?
Do you ship internationally?
Can I recommend an eco-friendly product that I think Franklin Goose should carry?
I am a WAHM and would like to discuss my products with you. How do I contact you?
Where do I go to upload a video of my child using their new Franklin Goose gear?
My registry looks different now who do I contact to make corrections?
I cannot access my account who do I contact?



Q. What are my shipping options?
A.Franklin Goose offers several shipping options for your order.
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$5 Flat Rate UPS Ground
Go crazy and fill up your cart! We'll ship it to you via UPS Ground for a $5 flat rate. $5 Flat Rate Shipping is available for orders under 25 pounds inside the US. Orders over 25 pounds are charged a flat rate of $40 for standard shipping.**

UPS Second Day Air
Select UPS Second Day Air for faster delivery. Shipping cost depends on the size and destination of your order.

UPS Next Day Air
Select UPS Next Day Air shipping for faster delivery. Shipping cost depends on the size and destination of your order.

Once your order ships, you can track it on UPS.com
**Unless otherwise dictated by the manufacturer in which case the manufacturers mandatory shipping rate will be reflected on the product page. Your total shipping rate will then be reflected upon checkout. 
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Q. What is your return policy?
A. Franklin Goose has a no questions asked return policy. If you are not happy with your purchase we will take it back and allow you to either exchange it for something else or get a refund. We believe you should be 100% satisfied with your purchase. After all, our company is only successful if you are happy. The item needs to be returned in the manufacturers packaging, in unused condition with no stains, scratches or other damages.

Simply email us at support@franklingoose.com, to tell us you have a return. If the return is due to our error we will issue a call tag within 48 hours. This call tag must be used within 30 days. If the return is not our error then we will provide you with an address to return your product. Your return must be received within 60 days of your purchase. Once we have received your return we will credit your account the full amount of your purchase minus the shipping cost.

Should your item have a manufacturing error please contact us at support@franklingoose.com so we can further assist you.
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Q. Why did I only receive part of my order?
A. Due to the high volume of orders, we are receiving help from our manufacturers in shipping items. We are working together to ensure you get your items as fast as possible. We also know many of you are very excited to get your products so we are shipping them to you as we receive them instead of making you wait until everything is here at the same time.
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Q. When will my order ship?
A. We are working very hard at getting all of our orders out promptly. We are first processing credit card orders and then by the date they were received. We know some of the items you ordered were presents or for your soon to be born child and there is some urgency. We are aware of these situations but we have to stick to our processing order to remain fair to everyone. We apologize for any inconvenience the shipping delay has caused.
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Q. We are moving soon and haven't received part of our order, can we change our shipping address?
A. Yes! Please email us at support@franklingoose.com with Change Address in the subject line and your old and new address.
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Q. I received an item that I did not order or how do I return an item?
A. Please email us at support@franklingoose.com and tell us what you are returning. Please put Return and the order # in the subject line. If it is our fault, we will send you a shipping label.
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Q. Will I receive a shipping notice?
A. We try very hard to keep you informed throughout the whole shipping process. We are not always able to keep up with what our manufacturers send, so sometimes this slips through the system. We apologize for any inconvenience this might cause.
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Q. I sent an email or called and haven't heard a response back, why is that?
A. Our response time to customer service issues is 24 hours Monday-Friday. If you have emailed us over the weekend please allow for 24 hours on Monday to receive a response.
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Q. How do I cancel my order?
A. Please email support@franklingoose.com with Cancel Order # in the subject.
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Q. My order hasn't shipped yet, can I cancel an item and add one?
A. You can cancel individual items or your whole order, but you cannot add any items to an open order. You may create a new order to add the new items. We also cannot undo a cancellation.
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Q. Do you ship internationally?
A. No, we do not ship internationally at this time.
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Q. Can I recommend an eco-friendly product that I think Franklin Goose should carry?
A. Yes, we love product recommendations! Please email suggestions@franklingoose com and put suggestions in the subject line.
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Q. I am a WAHM and would like to discuss my products with you. How do I contact you?
A. Please email us at info@franklingoose.com with WAHM in the subject line.
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Q. Where do I go to upload a video of my child using their new Franklin Goose gear?
A. Please upload your videos to http://www.youtube.com/group/franklingoosefans
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Q. My registry looks different now who do I contact to make corrections?
A. We recently launched a new website. If your registry appears to be missing items or has incorrect items on it. Please contact us by phone Monday-Saturday from 10-6 est. or Sunday 12-5 est. or you can email us at support@franklingoose.com.
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Q. I cannot access my account who do I contact?
A. You can contact support@franklingoose.com for any issues with accessing your account. Someone will get back with you in 24 hours or less.
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Updated November 3, 2011