Franklin Springs Family Media

Customer Service

We strive for 100% satisfaction. If you do not find what you are looking for on our customer service page, please feel free to contact us, and we will reply promptly.

FAQ

• Where do I enter my coupon code?
• Why isn't my coupon code working?
• When will my order ship and can I track my order online?
• What do I do if my order is damaged?
• Some of the items in my order are missing. What do I do?
• I'm having trouble entering my information when checking out. How can I fix it?
• I saw a free shipping offer, or received a free shipping coupon, but am not seeing a free shipping option when checking out, what can I do?
• How can I get in contact with you?

Where do I enter my coupon code?

Coupon codes are entered on your shopping cart before the checkout process. Enter the coupon code just below the items in your shopping cart and to the left of your subtotal — just before you click on the "Proceed to Checkout" link.

Why isn't my coupon code working?

First, be sure to check your expiration date on the coupon. Expiration dates are normally printed on the same source that you received the coupon from — and typically are not valid for longer than 30 days.

Next be sure you are not trying to enter more than one coupon code at a time. You may only use one coupon at a time on the Franklin Springs website. Entering a second coupon code cancels the first one.

If you are sure the coupon is valid, and you are not entering more than one coupon code, but you are still having trouble, make sure you have the correct items in your cart for the coupon you wish to use. Many coupons only apply to specific items.

If you have received your coupon via email, or other internet method, try copying and pasting your coupon directly into the coupon field. Sometimes our human fingers fumble a bit on the keyboard and enter mistaken characters into the coupon code field. Copying and pasting will eliminate that possibility.

If you are still having trouble, please feel free to get in contact with us.

When will my order ship and can I track my order online?

Most orders are processed and shipped within 48 hours of being received and are shipped via USPS Priority or First Class mail. There is no tracking system for this delivery service. Orders in the continental US typically arrive within 3-4 business days of the order being shipped.

What do I do if my order is damaged?

Unfortunately, sometimes items get damaged in transit. If you receive a package that is damaged, we will gladly replace it free of charge. Simply get in contact with us, have your order number handy, and we'll get the replacement(s) out right away.

Some of the items in my order are missing. What do I do?

We take great care to package orders correctly. However, human error does occur from time to time. If your order is not correct, simply contact us and we will correct the error right away.

I'm having trouble entering my information when checking out. How can I fix it?

Check to make sure you are using an up to date browser. FranklinSprings.com does not officially support Internet Explorer 6 or 7. We recommend that you upgrade to Internet Explorer 8 or later, or try one of these great browsers:

Apple Safari
Google Chrome
Mozilla Firefox

I saw a free shipping offer, or received a free shipping coupon, but am not seeing a free shipping option when checking out, what can I do?

If applicable to your order through a special offer on an item in your cart, or through a special coupon code, the free shipping option should be available while going through the checkout process. However, please note that all free shipping offers are not valid for orders shipping outside the U.S.

How can I get in contact with you?

If you need to get in touch with us, you can find all the information and contact options on our contact page.