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FAQs

Order Assistance

Can I place orders over the phone?

We’re sorry, but we can only accept orders through the website directly. We cannot accept orders by phone, fax, postal mail, or email.

I am trying to find a specific item but don't see it?

We have made finding an item much easier on our new website. The easiest way is to enter an item name or number into the site search bar and the site will search our product catalog for you to try to find the specific item or items like it.

As an alternative, you can shop and locate items by selecting from the tab choices presented in the top navigation bar on the site. When you rollover each heading, a short menu will appear that further narrows merchandise selection by sub-category and merchandise type.

To find specific sizes, colors, fabrics or items in a particular price range, once you are in one of our sub-categories, there will be filtering choices along the left side navigation bar. You can “edit” your selections and the products shown will change as you narrow your choices.

If you still can’t find an item, please send us an email through “Contact Us” on the website and provide as much product information as you can – manufacturer, item #, color, size, fabric, etc. and we will contact you shortly.

Viewing Items

Can I zoom in and see other views of a product? What about seeing items in different colors?

Yes, there are several ways. To enlarge an image on a product page, all you have to do is hover over the main image and click. You will then be able to zoom in and see product features and fabric details.

To view the product in different colors, when this feature is available, click on one of the swatches (color chips) on the right side of the product page. If we have photos of the image in the alternate color, the main image on the left will change. If not, it will stay static. We still have the item available in the other colors, but may not have had time to prepare the photo in the alternative or full range of colors or finish.

For many items, there are also Alternate Views provided to the lower left side of the main product photo. When you click on these images, the main photo will be replaced with the alternative view. Remember that alternate views are often only shot in one color of the item, so colors may not correspond directly to the color you are interested in.

Shipping Items

When will I receive an item that I have asked to be Express or Priority shipped?

This depends on the time of day and the day of week upon which we receive your order and if the product qualifies for express shipping. Generally, for most items, if an order is received by 3 pm eastern time, it will be packed in our warehouse and provided to our shipping company within two business days. Express shipped items should then be received either the next day or the day after. For Priority shipped orders, they will then be received in 2 to 4 days.

If the order was presented after 3pm or on Saturday or Sunday, it will typically be packed the next business day (usually on Monday for weekend items, unless the Monday is a holiday, then it will be packed on Tuesday) and will be sent out to you that day. Express shipments will then be received in one to two days and Priority orders will be received in 2 to 4 days.

For items that are being sent from other than our warehouse or that are otherwise designated as ineligible for Express or Priority shipping, these items will be sent out standard shipping once the order has been confirmed and presented to the shipping company. This time frame will vary by item (see the product page for specific typical shipment time frames) and once it is shipped, it will usually be received within five to eight business days. When these items are included in your order, all items must be shipped via the Standard shipping option and Express and Priority shipping choices will not be offered. If you wish to have all but the ineligible item shipped using Express or Priority modes, we suggest that you order the ineligible item in a separate order. Then your other items may be delivered with expedited shipping and the ineligible item will follow using Standard shipping.

The product detail page will also provide you with estimated shipping times for each item.

Please note that when orders are placed with multiple items and Express or Priority shipping is selected, but one (or more) item is not eligible for rapid shipping, then you will receive multiple shipments on the order. Those products eligible for Express and Priority shipping will be received and shipped in the selected manner, but the ineligible item(s) will ship via standard methods as explained above.

For more information on shipping, see the "Shipping and Delivery" section below.

Adding Items to Your Shopping Cart

How do I put items into my shopping cart and how long will they stay there?

While you are shopping, if you want to purchase an item, click the "Add to Cart" button on the item's product detail page. To buy more than one of any item, change the number in the quantity box.

Once you've added an item to your "Shopping Cart", you may either continue shopping by clicking the "Keep Shopping" button to return to the section you just visited. You can then keep searching or browsing until your cart contains all of the items you wish to buy.

Once an item has been placed in the cart, it will remain there for up to two weeks. After this period, we will remove the item automatically.

Viewing Your Cart

How do I see what items are in my shopping cart? How do I purchase these items?

To view the contents of your "Shopping Cart", click the "View Cart" icon at the top right side of any page on our website.

To Proceed to Checkout:
Take a moment to review all of the items you've placed in your "Shopping Cart". If you decide that you don't want to buy a particular item, click the "remove" link underneath the quantity displayed on your "Shopping Cart" page. Buying an item at a later time will depend on product availability and you will need to place a new order. When you're ready to place an order for everything in your "Shopping Cart", simply click the "Checkout" button and proceed through the checkout process.

Checking Out

What information is needed to checkout and how does this process work?

Checking out is very easy on our website, but you will need to know the shipping address (note: no PO Boxes or military APOs or FPOs can be used, and we also do not currently ship to Alaska, Hawaii or Puerto Rico) and key information about credit card (e.g. - type of card, card number, CCV, and expiration date) and your billing address. You will also need to provide us an email address and select an account password so that we can communicate with you about your order and for you to have access to the "Order History" tab in the "My Account" section of the site to track your order as it ships and after you receive your shipping confirmation email. See below for more details:

1. Shipping Address
   To ensure a timely delivery, please take a moment to verify your shipping information. The address must be a valid, deliverable postal address for a home or residence, and needs to include a proper five digit zip code. To proceed, click the "Continue" button.
   
   We cannot ship to a PO Box or to a military box (APO, FPO, or PSC) and currently, we only ship within the 48 contiguous United States.
   
   If you are buying an item from a Registry, you can ship to either your address or the registrant's address on file. Please select the correct address as you go through the checkout process.
   
   If your billing address is the same as your shipping address, please check the box. Also, your billing information must match your credit card billing statement name and address. If your billing address is a PO Box or APO address, then please enter a valid, physical shipping address when prompted, since these addresses are not valid.
   
   Once you have entered all of your information, click the "Continue" button.
2. Billing Address
   Your billing address must match your credit card billing statement name and address.
   
   On the billing address page you will need to enter an email address so that we may send you your order confirmation. You will also need to create a password. Keep your password in a safe place for the next time you wish to place an order. For your convenience, we will store the billing and shipping information you provided during your first order.
   
   Once you have entered all of your information, click the "Continue" button.
3. Payment Information
   Payment Methods We Accept
   
   
   • We accept Visa, MasterCard, American Express, Discover, & Burlington Coat Factory Gift Cards.
   • We do not accept cash, checks, money orders, C.O.D., certificates, store credits, or coupons. In-store discounts and promotions are not valid on-line.
   • Once you have placed your order, we are unable to change credit card information for that order.
   • Your credit card will be charged when your order enters the shipping process. Your card provider will hold the necessary funds to fulfill the order through a pre-authorization process.

   If you would like to save your credit card information for a future purchase, please indicate that when prompted.

   Please verify your payment information and click the "Continue" button.

4. Order Verification
   

   Please check the accuracy of all the information you provided. To make any adjustments to your information, click the "Edit" button next to your information. If you are satisfied with your order, click the "Submit Order" button.

   Please click the "Submit Order" button only once. Clicking this button multiple times may create duplicate orders that will be charged to your account.

   Once received, your order is subject to review, pending credit approval and product availability.

5. Order Confirmation
   

   Once your order has been placed, please print your "Order Confirmation" page. Please keep this for your records. This page has all the information necessary to help you with any questions or concerns you may have regarding your order. You will also receive an email confirming your order. Additionally, once your order has been given to the shipping carrier, you will also receive a confirmation of shipping via email. This email will also contain information on how to track your order.
   

Can I Change My Order Once It Is Confirmed?

Once an order has been placed, no changes may be made to quantities, styles, colors, or sizes. Any price changes that occur after an order is confirmed will not change the order price.

Gift Card FAQ

Where can I use my Burlington Coat Factory Gift Card?

Gift cards can be used online at www. BurlingtonCoatFactory.com or any one of our many store locations. To find a store near you please use the following link. http://www.burlingtoncoatfactory.com/StoreLocator.aspx

How can I check the balance of a Burlington Coat Factory Gift Card?

Please visit http://www.burlingtoncoatfactory.com/giftcardbalance.aspx to check the balance a gift card. Entering a pin is not necessary when checking your balance. If you are having trouble checking your balance please contact (609) 387-7800 ext 2599.

Can multiple gift cards be used for one online order?

Yes. You can use up to five gift cards online for one order.

Can I use a gift card without a pin?

No. Only gift cards with a pin number can be used in our online store. If you have a gift card without a pin number please contact (609) 387-7800 ext 2599.

What should I do if my Burlington Coat Factory gift card is declined?

First, verify there are sufficient funds on the card prior to making a purchase. Next verify that you have entered the correct pin number. If you have entered the correct pin number and you have funds on the card but the site is still not allowing you make the purchase please contact us at (609) 387-7800 ext. 2599

What happens to the funds on my Burlington Coat Factory Gift Card if an order was canceled?

We apologize that we were unable to fulfill your order. Since gift cards cannot be reloaded we have issued a new gift card via e-mail with the full amount of the canceled items plus shipping charges for those items. Please check the e-mail that was used to place the order, including your spam or junk folders. If you do not receive your e-gift card within 48 hours of your order being canceled please contact us at 1 888 223-2628.

What happens when I return an item?

How did you pay?

If you still have questions about your Burlington Coat Factory Gift Card please contact us at (609) 387-7800 ext. 2599

What should I do if my Burlington Gift Card is lost or stolen?

Burlington Coat Factory is not responsible for lost or stolen cards. Please treat your Burlington Coat Factory Gift card like cash.

Are Burlington Coat Factory gift cards reloadable?

No. Gift cards are not reloadable. If you wish to purchase a new gift card please visit www.burlingtoncoatfactory.com and scroll to the bottom of the page to find a link to our newly designed gift cards or visit your local Burlington Coat Factory store.

How will my gift card be sent to me?

If you have ordered a gift card from our website the card will be mailed within 3 business days and sent via USPS. Please allow up to 10 days for the card to arrive at its destination address. If you are ordering an e-gift card please allow up to 48 to receive the card at the e-mail address specified.

Shipping & Delivery

How long will it take to receive my order?

In most cases, orders received into our system before 3pm eastern time will be processed and shipped that day. For orders received after 3pm, they will generally be processed and shipped the next business day. If you are ordering on Saturday or Sunday, these orders will be processed on Monday, unless it is a holiday, and then they will be processed on the following Tuesday.

Once an order is processed, speed of delivery will be determined by shipping mode selected as follows::

• For Standard Shipping – these items usually arrive in 5 to 8 business days.
• For Priority Shipping – these orders usually arrive in 2 to 4 business days.
• For Express Shipping – these orders usually arrive in 1 to 2 business days.
• Please refer to your order confirmation page for estimated shipping times.

If an item is not available for immediate processing or will take extra time to prepare for shipping, this is generally indicated on the product page or will be indicated during the checkout process. A disclosure will appear stating that an item “Usually ships in XX days” or similar language. For these items, we generally cannot fulfill them same day or next day and will generally ship them to you using Standard Shipping.

How is the shipping cost calculated?

We have recently moved to flat rate shipping for most orders based on the weight of the item(s).

To determine shipping cost, we first determine how many items are in an order and then calculate the total weight of the order. We then apply a flat rate to ship that order.

For Standard shipping, the following flat rates apply:

Standard Shipping:

• Standard Shipping is via ground service and will be delivered by one of several carriers, including Fed Ex, the US Postal Service or UPS among others. We will determine which carrier will be used to ship your package at the time of actual shipment and you will be able to track the package using links from the My Account pages on the website and the carrier’s website as indicated on your shipping confirmation email.
• Note that certain larger and heavier weight packages (typically greater than 70 pounds) may be sent via a freight carrier or other special service. Freight carrier items are delivered by truck and may require a scheduled delivery.
• Total shipping fees are shown in your shopping cart.

Shipping Restrictions

• We do not currently ship to Alaska, Hawaii, Puerto Rico, or any Canadian or International addresses.
• We do not deliver to P.O. boxes or military (APO, FPO, PSC) boxes.
• We do not deliver to penitentiaries.

Undeliverable Packages

• Occasionally packages are returned to us as undeliverable (see explanation below). When the carrier returns an undeliverable package to us, we will cancel the order and refund the purchase price less the shipping charges.
• We are unable to re-ship orders that are returned to us as undeliverable. If you would still like to purchase items that we were not able to deliver, please place a new order on our website with a deliverable address.
• If you suspect your order cannot be delivered as addressed and you have not received confirmation of its return or refund after 4 weeks from the estimated delivery date, please Contact Us.

Our carriers may deem a package undeliverable for one of the following reasons

• Incorrect Address. If the address is incorrect or outdated, the carrier or the unintended recipient usually returns the package to us. Please double-check your address carefully when placing a new order.
• Failed Delivery Attempts. Most of our carriers make three attempts to deliver a package. If the driver believes it is best to obtain a signature but no one is present to accept the delivery, after three attempts, the package will be returned to us. Orders shipped by freight carrier may have other conditions.
• Refused by Recipient. If a gift recipient is not expecting a gift, the recipient may refuse the package if they believe it was sent in error. If you want to send a gift, we strongly suggest that you let the recipient know that a gift is on the way.

Order Status & Tracking

How can I track my order as it is shipped?

To see your order status or tracking information, click "My Account" at the top of any page. Log in with your email address and password. This will take you to the "My Account" page. Click the "Order History" tab which will list the orders you have placed.

Your order(s) information will then appear on the screen. Click "View Order" to see details. Once your package/order has been shipped a tracking number will appear within 24 hours.

If your tracking number is provided, you may click on it to see the delivery status of your shipment. You will be taken to the carrier’s website where the most current information can be obtained.

Order Status Codes:
In-Progress - we have reviewed your order and are working on fulfilling it.
Shipped - your order has been shipped.
Canceled - your order has been canceled.

What if I have a problem with an Order?

If there are any problems with your order, please read the information below to assist you with correcting your order.

Please check your "Order Summary" which you can access from your "Order History" page. Please review the shipping times provided for each product. If you still have questions about an order that has not arrived, please Contact Us and we will be happy to help you.

Check the packing slip that is included with your shipment. In order to fill your order quickly and efficiently, we may split your order into multiple shipments. If this is the case, this will be indicated on your packing slip and you will not be assessed any shipping charges in addition to those you originally authorized.

If you still have questions about an order that has not arrived, please Contact Us and we will be happy to help you.

If you have received the wrong item, please Contact Us.

If you have received a damaged or defective item, please Contact Us and return the item, following our overall return procedure and mark the packaging slip with the words “Received Damaged” written across the page.

Please Contact Us and include as much information as possible (such as the order number and the nature of your problem) so we may assist you quickly.

When is my Credit Card charged?

Your credit card will be charged when your order enters the shipping process. Your card provider will hold the necessary funds to fulfill the order through a pre-authorization process.

Sales Tax

Do you charge Sales tax?

Yes, sales tax is charged for orders shipped to states where sales tax is applicable. The amount of sales tax charged is based on current state and local tax rates. Shipping charges may also be subject to sales tax in applicable states. Sales tax will be refunded for returned items. Sales tax will be calculated as you go through the checkout process and enter your shipping information and then click on "Continue". The amount of shipping and taxes will then be displayed in the Summary of Charges section on the right side of the page.

Price Matching

Will you match competitors' prices?

Yes, we will match prices charged by other major websites or competitors for regularly priced merchandise provided it is identical in brand, style, and color. Price matching is subject to verification and approval. Some reasons why we may not match a competitor's price:

• The competitor's product is not an exact match (identical in brand, style and color) with ours.
• The competitor's total price (including shipping, handling, rebates, membership fees, taxes, etc.) is higher.
• The competitor with the lower price does not have the item in stock.
• The competitor's product is refurbished, reconditioned, or a floor model.
• The product is a closeout or clearance item (at our store or our competitor's store).
• The competitor is not authorized by the manufacturer.

To receive a price match, please contact Customer Service

Bulk Orders & Discounts

Can I receive a discount for a large or bulk order?

We do not offer additional discounts on large orders of a single product or on large orders of many individual products on-line. However, you may contact your nearest store location, which may offer a discount on bulk orders. Also, please note that orders placed for a large quantity of an individual item may take longer to ship.

Pricing Policy

Will you adjust price if an item goes on sale right after I buy it?

Email Filters

Why am I not receiving email updates even though I am signed up for them?

Please check your email settings to insure that communication with us will not be blocked. Emails sent to you will have the domain of @BurlingtonCoatFactory.com or @coat.com.

Lost Password

How can I change or update my password if it is lost or I forget it?

We cannot tell you your current password, but we can send you an email with a link to a page where you can create a new password. Just go to "My Account" and click on "Forgot my Password". Once you have provided the requested information, we will email you the link.

Gift Notes & Wrapping

Do you offer the ability to include a gift note with an order and can it be gift wrapped?

Unfortunately, we currently do not offer wrapping. You can include a short gift note in with your order. You will be asked if you want to do this as you go through the checkout process, and will then be prompted to enter your message. This message will appear as text on the packing slip that is sent with each order.

Baby Registry Questions

Why should I create a Baby Registry? How far in advance should it be created?

Preparing to welcome a new addition to the family is an exciting time, but it can also be very busy and hectic as well. With so much to manage, it's good to know that a Baby Depot Registry is a great way to organize and keep track of everything you will need for your newest family member. It will also make it easier for your family and friends to share in this exciting time.

You can start your registry whenever you like, but we suggest that you create it at least 5-6 months prior to your expected due date. That will give you plenty of time to plan for this big event.

How do I create a Baby Registry"

It’s easy to create a Baby Depot Registry and tailor it to your own wants and needs. You can start a registry on-line at any time (just click here to get started) and follow our three step process from our Baby Registry Home Page.

Step 1: Create A Registry: Click the Create a Registry section and complete the information on the form that is provided. We ask that you share some information about your upcoming event as well as some information about you so that we can help you manage your registry easily. Once completed, you will have a chance to review and modify any information before you save it. Then, your registry is ready to go!

Step 2: Add Products: Now, it’s time to have fun. As soon as you finish the set-up, you will come to our Welcome page. Here you can see some great product suggestions, use our checklist and review other useful tips to help you decide just what you want for your new baby, or you can just start exploring the site. Whenever you see an item you want, you can just click on the Add to Registry link that you see on the product page and it will be automatically added to your

Registry. Best of all, you can come back and add or make changes to your registry at any time in the future online or in any of our stores.

How long will a Registry remain active at Baby Depot?

A Registry will remain active in our system for 18 months after the expected arrival date of your baby. This way you can plan ahead now and keep track of new products you will need over time. After all, newborns grow so fast and their needs will change.

Can the registry be listed in two last names?

Yes, each registry allows up to two “Registrants” to be named. The first registrant will be considered the primary registrant and will be able to access and update the registry (select items to add/delete from registry, set-up shipping information, send emails, etc.). The second registrant will have view only access, but will be able (if authorized by both the primary registrant and themselves) to receive update emails regarding the registry. The last names do not need to match for Registrant 1 and 2, and when someone comes on-line or into our stores to look-up your registry, both names will be presented.

How do I let people know that I have a registry open at Baby Depot?

Once you have created a registry and added products to it, you will be provided with the opportunity to “Share” your registry with family and friends. This can be done from the My Registry section of the site which can be reached once you log in. To log in, just click any Baby Registry link at the top of any page or the Baby Depot promotional tiles on the home page for Baby Depot.

Sharing options include posting a registry announcement to Facebook, Twitter or Google + accounts, as well as sending emails to a contact list. The choice is yours and it’s easy. Also, we have an option for you to print out Registry Announcement cards from the registry if you prefer this option. Just give each person you want to notify a card and add your name, your expected arrival date and the registry # and its ready to put in the mail!

Can I go to the Baby Depot/Burlington Coat Factory store and add items or make changes to a Baby Registry that I have opened on-line?

ABSOLUTELY! You can open a registry in-store or on-line and make changes wherever you please. Just know that not all items in a store will be available on-line and vice versa. Items which are available only in-store will be noted that way on the website so your family and friends won’t be confused.

To manage a Baby Registry on-line: Just go to the Baby Registry home page and click “Update Your Registry.” Sign in (with your email and password) and you will be able to review your information and product selections. Then, feel free to make any updates or modifications. Remember to save your changes when you are done and your registry will automatically update.

To manage a Baby Registry in any store: You can make the same changes to a Registry in any store from our kiosk/terminal in the Baby Depot department. And, if you want to shop around to add products to your registry, that’s easy too. A store associate will be happy to assist you.

It is always a good idea to regularly check your registry to be sure it is up-to-date. Some gift purchasers may forget to inform us that they are buying an item from a registry or you may sometimes receive gifts purchased elsewhere. An updated registry will ensure that you receive just what you want and will avoid confusion or duplicate purchases.

Can family and friends shop from my registry in any store?

Yes. Once you have created your registry, it is available on-line and in our stores. A sales associate will be happy to assist your family and friends who visit any of our stores. Should they wish to purchase any item on your registry that is not carried in that particular store, it can be purchased on the kiosk/terminal and shipped to you.

How do I find a Baby Registry?

It’s easy to find any Baby Depot Registry. In a store, use the kiosk/terminal located in the Baby Depot department to print out a copy of a registry or ask a sales associate for assistance. On-line, just visit the Baby Registry home page on our site and you will see a “Find a Registry” section there. You can search for a registry by registrant name(s) or state. A search will return any registries that match. Click on the specific registry that you want and you are all set to go. If the search returns no possible matches, just try to re-enter the information (and check spelling, too!). Or, it may be that the registry has not been set up yet.

Can Registry gifts be sent directly to a registrant?

Yes. All registrants can choose to have their gifts sent to a designated address We will share this information with you at check-out when this option is available. You can also always have the products you purchase from the registry sent to your home or another address. This information will be requested when you Checkout and complete your purchase.