Ordering and shipping information
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shipping, AVS declines, return policy, solving cart issues/enable cookies, gift registry info
Shipping for US Sales:We ship fast!
All continental USA orders, any size, ship for $6.95
Our straightforward shipping is reasonable. No tricks, no coupon codes, no gimmicks. Nothing to keep track of or figure out. It's always the same so you can order anytime without waiting for some tricky promotion. Our shipping is as simple as that. And its FAST!
We ship fast! Most orders leave here within a few hours of being placed to within 24 hours of being placed, and we use USPS Priority mail (if the order will fit in a Priority Box) and that's fast! If your order is large and heavy, it will ship UPS with tracking. Depending on location it can be quick or at most 5 business days, but the box leaves here quickly so it's as fast as it can be. Shipping is never free but it is reasonable and fast.
About our shipping: 1 dozen newborn prefold diapers actually costs $10.85 to ship in a USPS medium flat rate box. A large flat rate priority mail box really does cost $14.65, but our flat rate is only $6.95 so hey, our shipping rates are a good deal! Check this info at the USPS website, commercial base prices are the prices we pay, not retail.
Standard Shipping Information:
We usually ship by UPS Ground or USPS Priority Mail in our discretion. Heavier orders will be shipped by UPS Ground, so please provide your street address, and your e-mail address if you would like your tracking number. We do ship very quickly, but if you are west of the Mississippi and ordering a heavy order (diapers are heavy, covers are light), be aware that UPS Ground can take five to eight days in transit. We usually consider an order heavy if it is 5 pounds or more, but that varies.
HI, AK and non-continental US orders that fit into in a Medium Flat Rate Box are the normal shipping rate of only $6.95. If the order is large and heavy, the actual shipping is charged for the second Flat Rate Box or Large Flat Rate box, and third, or whatever box is needed. We do pack them as cost-efficiently as possible and will notify you by email about the additional charge after the order is packed and weighed. Or if you know you have a large, heavy order, such as 3 dozen diapers or more, you can purchase extra shipping with your order here. This helps the order ship faster because it saves the step of contacting you by email to get the additional shipping charge approval. If you order more shipping than the order actually needs we will not charge it. We will not spend more than is actually needed. The card is only authorized, not captured, when you hit process so we are able to charge less to your credit card. We are unable to charge more than the amount you hit process for, so err on the high side for fastest shipping. We are honest about it. Do not worry.
Local Pickups Here is the link for pickup information. We do not have a store, but you can order online then come to the loading dock to pick up your order.
For cloth diapers in Canada, we recommend Parenting By Nature.
Green Mountain Diapers does not ship internationally. We do not accept international credit cards.
Prefolds to Canada exception: Cloth-eez prefolds to Canada .
Packages returned to us undeliverable:
We process undeliverable packages (and refused, return to sender packages) as returns. That is, you get your money back for the items but you don't get your postage back. The postage has been spent. We don't get it back either. We don't reship. You have to place a new order online. Your refund notice will be emailed to you, so you'll find out about an undeliverable package when you receive the refund email. Please double check your addresses to avoid this expensive problem. Do NOT address packages "new baby so-and-so". They won't make it. Please use a parent's name, not the baby's name, to ensure proper delivery.
For Gift Registry information, go here. We do not offer gift certificates. Consider a Visa gift card.
We accept Visa, MasterCard, Discover/Novus and American Express cards (USA issued cards to USA addresses, plus APO/FPO addresses).
Paypal
We don't accept Paypal at this time. Paypal used to have a plug in, but apparently they do not offer that anymore so Paypal does not work on our site.
We reserve the right to refuse to accept any orders in our discretion.
Green Mountain Diapers does not ship internationally except the prefolds listed on the Canada.htm page. For other items We have customers who have successfully used Expat Express or other forwarders to ship their orders internationally for them. We have no affliliation with Expat Express. We provide the link for your convenience. Use at your own risk and discretion.
We do not accept international credit cards except Canada. We do not accept checks or money orders. .
About Declines and address matching:It is important for your billing address and zip code to match what appears on your credit card billing statement. If your credit card provider does not provide AVS matching, your order will decline and you will not be able to order using that card. Use a different card. If the name and address do not match, your transaction will decline.
But please note - this is not us, but the way credit card banks handle declines - the bank checks the card for available funds and freezes the funds for several days, even though no money moved if the transaction declines when the address doesn't match. This is true for all businesses who require matching billing addesses for credit card approvals. So please type your billing address and zip code correctly to avoid unnecessary declines, which will make that credit unavailable to you for several days or a week. The "grab" or "temporary authorization" the bank puts on your card for this attempted transaction automatically drops off by itself. There is no need to do anything. It will disappear soon. No money moved.
Sometimes banks provide incorrect information to the Address Verification System (AVS). If you are getting an AVS decline and the address you typed matches the address on your billing statement, call your bank to get the problem fixed, and use a different card until the problem is resolved.
If you get an AVS decline and the address is correct, do NOT keep trying it again. Every attempt will cause your bank to hold that credit for a week, and that can cause other problems. If you do that and end up with a credit problem, call the number on your card and ask for "the fax number to release temporary authorizations". Then send us an email with your bank's fax number and we can fax something to your bank certifiying that we will not be capturing the declines and we'll ask them to release the temporary authorizations. The banks do not have to release it but they usually do. But please don't keep resubmitting a declining transaction. Use a different card. AVS is important to protect both you can me from fraud, so we choose to use this service.
GIFT CARDS and AVS Declines:
Your Visa or other gift card will work, but first you must call the telephone number on the back of the card and register the card to your name. This will put the address information in the AVS system, which is needed in order to get an AVS match. Without an AVS match, you cannot order from us. So please register the gift card before you check out.
Rushed Shipping Information:We usually can also ship by UPS Overnight, 2 day air or 3 day air at additional cost. If you would like your order shipped by a rushed method, please indicate your preference in the "Special Instructions" section at the end of the order form, AND give us clear direction to charge the appropriate cost. If we do not have very clear authority for the increased shipping charge, we can't do it. Usually we can do the rushed shipping with your package leaving right away, but sometimes we can't. We are a home-based business. Typically they do go out right away, but we do not guarantee it because just in case something comes up it's possible to be short-handed. We do have a few employees but we are not a large business with depth of staff. Our pickup cutoff may be early since we are on the east coast. You will be charged the actual shipping charge only, but not the standard shipping charges. Because we are rural, we cannot ship by Express Mail through the US Post Office at all, but must use UPS Overnight for all overnight packages.
Clothing is now tax-free in Vermont! VT residents add 6% sales tax for non-clothing items: such as wet bags, pail liners, and changing pads. Currently we do no collect sales tax for other states.
We do not ship internationally, except for US military APO/FPO customers which can be shipped by US Priority Mail, chart shipping applies. We thank you for serving!
Telephone: 800-330-9905 if you need to reach us regarding an existing order, but email is strongly preferred. Ordering must be done online. You can e-mail any questions you have to
Security Certificate Errors: If you are using Safari, our Versign Issued secure certificate is not recognized by that browser and it will issue an error about us masquarading as Green Mountain Diapers. The connection is still secure even if you get the error. The only fix for that is to use a different browser, such as Netscape, Internet Explorer or Firefox. Such certificate errors are browser-specific, not site errors. Updating your browser or choosing a different browser is the only answer. The site is secure and the certificate is indeed valid. Ordering is online only. Please check our status at Verisign (link at top of this page), and also verify the little lock comes up on the final page where you type in your card number. Check out our reviews on the Diaper Pin.
Special Promotions: Sales, if any, are on the site for everyone. We do not issue coupons or specials requiring a coupon code, so there is no need to spend time searching for Green Mountian Diapers coupons. We do not issue any coupons ever because we feel the everyone should receive the best prices we have at all times.
Troubleshooting the Shopping Cart:
If your local browser has cookies turned off, our cart will not function. It will only allow 1 or 2 items in the cart at a time. Please enable cookies to order. Our cart needs to use a cookie so that it can remember you from one item added to your cart to the next, to get it all on one order. This is harmless and don't worry, it's normal. If you don't want to mess with changing a setting, then just open a different browser. If you are using IE, try Firefox, Chrome or Safari or anything else.
How to enable cookies
Click on help in your browser and search for enable cookies and follow the instructions.
Server busy errorIf you get a session timeout, follow the instructions on the error page. They are this: When you are on the VIEW CART page, hit F5 or click to reload/refresh the page. It's usually a roundish up-down arrow image or circular arrow image near the web address. The browser will give you warning about resending the information. Say YES. You want to resend the information which will give you a new Session ID. Then continue the checkout process normally. Server busy or session timeouts mean no order occurred. Don't worry. Nothing happened at all. Just refresh the VIEW CART page and try again. It will work when you get a new session ID.
To refresh your browser, click the image that looks like this: 
If you still have trouble, please call us at 1-800-330-9905 and we can take your order over the telephone.
Items stuck in your cart that won't go away:Sometimes cookies on your local brower get confused. This is rare but it can happen. In this case, you'll need to delete cookies, then close and reopen the browser. Or better, just start again in a different browser. Or call us and we'll take your order over the telephone.
Complete washing instructions/suggestions are included if you check the box in the checkout to send the How-to Booklet.
Because we are an internet business we really prefer receiving emails, and we are very prompt at responding to emails. But sometimes a call is needed, so here is our number. 1-800-330-9905 email support @ greenmountaindiapers.com
Defective Merchandise? Go here for defects.
Return Policy: We have a very easy return policy:Please inspect your order carefully upon arrival. Please let us know by within 7 days if there is an error in your order. Washed items are not returnable, so be sure to check your order and to double check size tags prior to washing. Expect shrinkage for cotton items. Fit is not guaranteed. Suggested weight ranges are only approximations. If an item is defective, please contact us.
Please review our AS IS Prefold Warranty policy. Other items are warranted to be free of defects in material or workmanship for 90 days from purchase. Please contact us by email if any item is defective. Use of bleach, dying, boiling or other improper care or washing methods invalidates the warranty.
Unwashed, unused, items in new condition are returnable within 30 days for actual purchase price. Often we will extend this normal 30 day return window for 15 days for newborn items, but returns are not accepted beyond 45 days (30 days plus 15 day grace period).
No RMA is necessary (that means you do not have to contact us first before sending items back).
We do not charge any restocking fees for items in new condition which are in their original packaging, but we do deduct 15% if the item is in new condition but without it's original packaging. Those plastic bags are important! If you are unsure about an item, put it back in the plastic bag right away. This helps keep the items free of odors, pet hair, perfume and especially scented laundry detergent smells from other items the new items might near. Keep the items in their bags, and keep the bags safely away from baby. Some items are individually packaged, keep that packaging, but often we pack many items into the same plastic bag so that we use less plastic overall. Yes, that plastic bag that contained serveral items is the one we are referring to, not the outer box.
Please note that all bedding items, including wool puddle pads and Snugglewools, are not returnable unless unopened.
Actual shipping cost is charged for exchanges, to the original method of payment. Original shipping cost cannot be refunded. If you purchase a package deal that has free shipping and return all or nearly all of it then original shipping is deducted from the return.
Orders returned to us by the shipper as undeliverable as addressed, due an error in the information the customer provided, will be refunded less the shipping charge. That is, if we shipped it to the address you gave us, and it doesn't make it there because the address you gave us was not correct or unrecognized by UPS or USPS, we refund the items but not the original shipping charge.
PLEASE allow 3 weeks to process. If you need it sooner, please place a new order online for our normal quick shipping. Returns are processed once or twice a week, so allowing a week for the package to get here, 1 week until the next return processing day worst case, and up to another week for return shipping, please allow 3 weeks worst-case. Often it is faster. Thank you for your patience. Re-exchanges of exchanges are charged normal shipping rates according to the shipping chart. In most cases you are better off returning for refund and reordering online because you will get it faster.
Items with perfume, pet hair, dirt, cigarette smoke, deo-disk or other odors cannot be returned.
We provide high quality items and we warrant them against defects in materials as well as workmanship for a period of 90 days from the date of purchase. Please see special details about prefold diaper coverage here.
Please include your receipt or a copy of it with your return, and write on it what you would like us to do, refund or exchange. Not including your reciept will delay your return. If there is no receipt in the box, your return will be delayed an additional week. We spend may hours per week processing returns, and are happy to do it. We do desire that everyone gets the items that work best for them. We really need the receipt in the box in order to process as efficiently as possible. If you want to keep a copy of your original receipt and you don't have access to a photocopier, or if you have misplaced your receipt, please send us an email requesting a copy of your receipt, specifying your first and last name email, and we'll email you an an attachment of your original receipt which you can print out and use. No problem.
We cannot accept emailed or telephoned changes to exchanges. Exchanges will be processed as indicated on the paper in the returned box. You can always place a new order online if you need something additional and it's not on the paper in the box. We are small business, and it is very important for us to keep the return/exchange process orderly and streamlined. Thank you for your cooperation.
Our address is:
Green Mountain Diapers
74 Cotton Mill Hill Unit A220
Brattleboro, VT 05301 USA
* Exception to restocking fee: Orders of large quantities of diaper pins, defined as 16 pins for more, which are returned will be charged a restocking fee in our discretion. Why? To discourage the return of pins which have been used as baby shower decorations. Thank you for your cooperation.
We make every effort to verify shipping addresses using USPS and UPS address verification databases. If your package is returned to us undeliverable, we will refund the order for the items, but the shipping is not refundable. This makes sense because the post office does not refund the cost of shipping to us either in the case of an undeliverable package. That shipping money has been spent, and most likely it was more than the $6.95 shipping fee. To re-ship the order for an undeliverable package, you must start over and go online to place a new order.
Gift Registry Info
We are working on adding buttons for the MyRegistry gift registry service to the site. If you need a button and don't see it yet, just send me an email and I'll add it. Most of them are done but not all.
Please use the "add to gift registry" buttons at the bottom of most product pages. The buttons are not on the main pages, such as diapers.htm and covers.htm, but are instead found on the "see this on a baby" pages, or click the picture of the item to get to the product page. You'll see the "add to gift registry" button close to the bottom of the page. Not all products are available for gift registry. Right now we don't have SposoEasy available for gift registry because our stock is variable and we might not have what you signed up for when the event occurs. Most items are available, though.
Type in details in the note area, to help the purchaser be sure they are picking the right item. For example, if choosing prefold diapers, in the note section when you Add to Registry say "scroll down to find the add to cart section and choose 2 dozen "Cloth-eez - Newborn orange dozen - white" from the drop down box". It will really help the purchaser if you type out directions of exactly what you want and where it is on the page. It does work!
Privacy: We never, never, never sell or disclose names, e-mail address or numbers.
Karen and Doug thank you for your business! We are were a home-based business for 12 years, but the business outgrew our home and we moved out of the house to a commercial location nearby. Our address is:
Green Mountain Diapers
74 Cotton Mill Hill Unit A220
Brattleboro, VT 05301 USA
Our email is Karen @ greenmountaindiapers.com (but with no spaces). To contact us for general questions or warranty information, go to our contact page.
Telephone: 800-330-9905
Meet the GMD Family: Doug, Karen, Katherine age 9 (bio), Kimmie age 1 (adopted from China November 2003), Drew age 6 (bio)
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