Frequently Asked Questions 

Placing an Order
How do I place an order?
Do you offer Gift Certificates?
How do I redeem a gift certificate?
How do I redeem a promotion or coupon?
Do you offer Gift Boxing?
How do I check my order status?


Shipping Information

What are your shipping costs and policies?
What are Rush and Express shipping?
How do I change/update my shipping address, e-mail address or password?
What method will you use to ship my order and can I track it?
What are my international shipping options?


Returns, Exchanges, Cancellations

What is your return/exchange policy?
How do I make a return or exchange?
Can I cancel my order? How?
How long will it take to get a credit?


Payment Information

What credit cards do you accept?
Why am I charged a shipping surcharge?


Contacting Acorn
How do I contact Acorn?
How do I get on your e-mail promotion list or catalog mailing list?
Can you please remove me from your e-mail promotion list?
Can you please remove me from your catalog mailing list?


Product Information

Do you have Closed Captioning and Subtitles on videos?
How do I know if an item is in stock?


Miscellaneous

Are you affiliated with the Association of Community Organizations for Reform Now (ACORN)?
How do I submit a product to the catalog?
What is the relation between Acorn Online and Acorn TV?
Do you have any stores?
Is your site secure?


Acorn TV

Where do I find Acorn TV information?



Placing an Order

How do I place an order?
There are three ways to place an order for Acorn products.

  1. Order Online
    Shop our online catalog and add any item to your cart. You have the option to create an account which allows you to see your order history, add items to your wish list, maintain your information, and more. You can also choose to checkout as a guest. With either option you will be required to supply a valid email address which will be used to send order confirmation and any other customer service related emails regarding your purchase.
  2. Order by Phone
    Call 1-888-870-8047, 24 hours a day, 7 days a week, to speak with one of our Customer Service Representatives.
  3. Order by Mail
    Please complete the order form provided in your catalog or download and print a form here.  Make checks payable to Acorn in US funds only. Do not send cash. Orders delivered to Maryland, Minnesota, Ohio, Indiana, California, and Tennessee, please add applicable sales tax. Oklahoma residents: Acorn does not collect sales or use tax in your state. Oklahoma requires you as the purchaser of tangible goods to file a sale or use tax return and pay these taxes.


Mail to:
Acorn Online
P.O. Box 1670
West Chester, OH 45071-1670


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Do you offer Gift Certificates?
Acorn does offer gift certificates available in $10 increments from $20 up. To purchase a gift certificate, please contact customer service at 888-870-8047, or email customerservice@acornonline.com. We’ll send the certificate in an elegant portfolio along with a current edition of the Acorn catalog.

How do I redeem a gift certificate?
Acorn gift certificates arrive via US Mail and are only redeemable by phone or mail orders. Please contact customer service at 888-870-8047, or download an order form to redeem.

How do I redeem a promotion or coupon?
Follow the instructions that are within the promotion offer. It will prompt you that either the discount/promotion with automatically be taken during the checkout process, or you will need to enter the code provided to receive the offer. The coupon code can be entered in your shopping cart, or during checkout.

Do you offer Gift Boxing?
Yes! We will be happy to gift box an item for you and include a personalized greeting. There is a $5.95 charge per item for this service. Gift boxes are not available for some items. You will see the option to Gift Box an item during the checkout process online.

How do I check my order status?
If you ordered via the website after August 15, 2015 you can log in to your account and check the order status using the “Order History” link.
For online orders you will receive an email confirmation after you have placed your order.  This confirmation will include your order and billing information.  If you placed your order after April 28, 2015 you can check the order status by clicking here. You must have the order number, the email you used to place the order and the billing zip code of the order to track the status.

You will also receive a shipping notification email once your order has shipped (unless in a few cases your item is shipping from an off-site distribution center).

Your email shipping notification will include your tracking number whenever possible.
For mail or phone orders, please contact customer service 24/7 by calling 888-870-8047 or email customerservice@acornonline.com.

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Shipping Information

What are your shipping costs and policies?

Shipping Charges
Delivery and insurance for each separate delivery destination in the US:

Merchandise
Subtotals
Regular
Delivery
2 Business
Days
Next Business
Day
Up to $30.00 $5.95 $13.95 $22.95
$30.01-$40.00 $7.95 $15.95 $24.95
$40.01-$55.00 $8.95 $16.95 $25.95
$55.01-$75.00 $9.95 $17.95 $26.95
$75.01-$100.00 $11.95 $19.95 $28.95
$100.01-$125.00 $13.95 $21.95 $30.95
$125.01-$150.00 $14.95 $22.95 $31.95
$150.01-$200.00 $16.95 $24.95 $33.95
$200.01+ $18.95 $26.95 $35.95

Delivery charges are based on the value of merchandise shipped to each separate destination. Please allow 5-7 business days for regular delivery; deliveries to Canada will take longer. See item description for shipping time on personalized items. Some oversized or heavy items have additional shipping charges.

For orders shipped to Canada, additional fees, duties, and taxes will apply.
Those charges will be added during the checkout process. All prices are in US dollars, payable in US funds only. Please note that some products cannot be shipped outside the US. Important note: International shipments will not ship until all item(s) ordered become available.

We do not ship orders Next Day or 2 Business Days to Alaska, Hawaii, US territories, Canada, APO, or FPO.
Some items cannot be expedited. Weekend delivery is not available. Important note: International shipments will not ship until all item(s) ordered become available.

All standard shipping will ship ground via UPS or USPS. If we have an e-mail address and the package is over 1 lb., an e-mail confirmation of the shipped order will be sent and will include a tracking number whenever possible.

Taxes
Orders shipping to: California, Indiana, Maryland, Minnesota, Ohio, and Tennessee are subject to sales tax. California sales tax is 7.5%, food items are not taxable; 
Indiana sales tax is 7.0%, food items are not taxable; 
Maryland sales tax is 6.0%, all items are taxable; 
Minnesota sales tax is 6.875%, food and apparel items are not taxable; 
Ohio sales tax is 6.5%, food items are not taxable; 
Tennessee sales tax is 7.0%.

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What are Rush and Express shipping?
Acorn Online offers the following express delivery options:

  • 2 Business Days is an additional $8 charge on top of the standard shipping charge.
  • Next Business Day is an additional $17 on top of the standard shipping charge.

Note: orders must be placed before 3PM EST Monday-Friday, otherwise add one business day.

How do I change/update my shipping address, e-mail address or password?
To change/update your account information, please log in and select “Personal Data” to update your email address and site password. Select “Address Book” to update your shipping address.

If you do not have an account, you can create one here by selecting the “New Customers” box, entering your email address and select “Create Account”. Follow the steps to complete registration.

If you have ordered by phone or email in the past, please contact customer service by phone 24/7 at 888-870-8047 or email customerservice@acornonline.com to update your information.

What method will you use to ship my order and can I track it?
All standard shipping will ship via UPS Ground or USPS Ground. For orders placed online, you can log in to your account and view tracking information. You will also receive a shipping confirmation email with applicable tracking numbers.

What are my international shipping options?
We offer shipping options to many international destinations. Please note that not all products can ship outside of the U.S. Duties and additional shipping charges may apply. All prices are in U.S. dollars, payable in US funds only.  Important note: International shipments will not ship until all item(s) ordered become available.

We will accept orders from and ship to the following countries:

Australia

France

Malta

Austria

Germany

Mexico

Belgium

Greece

Netherlands, The

Bulgaria

Hungary

Poland

Canada

Ireland

Portugal

Croatia

Italy

Romania

Cyprus

Japan

Slovakia

Czech Republic

Latvia

Slovenia

Denmark

Lithuania

Spain

Estonia

Luxembourg

Sweden

Finland

Malaysia

United Kingdom


Duties and Taxes
For most international orders, customers will be presented with two shipping options during checkout:

Option 1:  All fees pre-paid.  This option includes the shipping charge, country taxes, duties and other fees.  All fees will be paid at the time of the order. 

Option 2:  Shipping only.  This option only includes the shipping charge.  You will be required to pay all taxes, duties, and other fees before the delivery company releases the package.<

What carrier is used for international orders?
International orders are shipped by DHL Global Mail.  Delivery time is approximately 7-10 business days.

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Returns, Exchanges, Cancellations

What is your return/exchange policy?
If you are not completely satisfied with an item you order from Acorn, we will promptly replace it, exchange it for another item, or refund the merchandise price.
Please follow the instructions on your packing slip for returns and exchanges.

How do I make a return or exchange?
The packing slip that was shipped with your product has complete instructions including return shipping labels. Please follow the instructions on the packing slip.  If your order was received damaged, you received the wrong item, or you have questions about your order, please call customer service at 1-888-870-8047. There is no charge to return products shipped in error or for defective products.  For other returns or exchanges, the charge for using the return label is $7.95.  The prepaid labels (UPS option or USPS option) are provided for your convenience, but if you wish to ship by another method, we recommend using an insured and trackable method.

Ship to:

Acorn Online, Returns Dept.
9756 International Blvd.
Cincinnati, OH 45246


Can I cancel my order? How?
All order cancellations must be made by telephone. To cancel an order, please call our customer service department at 1-888-870-8047, 24 hrs, 7 days a week. Please note that there may be a delay between the time an order is placed online and when it is visible to our telephone representatives. Please allow a few minutes between placing an online order and calling customer service.

Online orders can be cancelled if you contact our customer service department before the order has gone to the warehouse for fulfillment and shipping. Acorn tries to fill and ship in-stock orders within 24 hours, and may ship more quickly than that in some instances.

How long will it take to get a credit?
We will process your refund as soon as possible and will automatically submit a credit to your original method of payment. If an email address was associated with the order, you will receive an email notification when we have processed the return. If you paid by credit card, please allow up to 30 days for your refund to appear on your billing statement. Check, gift cards, and/or gift certificates will be mailed within one week.

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Payment Information

What credit cards do you accept?
We the following methods of payment:

  • VISA®
  • MasterCard®
  • DISCOVER®
  • AMERICAN EXPRESS®
  • Acorn Gift Certificates (gift certificates are not redeemable online)

Your card will be charged when your item has shipped*. If your order contains backordered items, the backordered portion of your order will not be charged until that item ships. *Some exceptions apply (personalized items and other items that ship from the manufacturer).

Why am I charged a shipping surcharge?
Shipping surcharges are an additional fee added to items that are heavy and/or oversized. The carrier will add charges for items that are large and assessing this surcharge instead of getting individual shipping quotes makes the order entry process quicker. Your original shipping and handling charges are taken into consideration when setting this fee so that you only pay the correct amount of shipping costs.

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Contacting Acorn

How do I contact Acorn?
For general inquiries about Acorn Online, our products, or the Acorn catalog, please contact Customer Service by phone 24/7 at 1-888-870-8047, or by email at customerservice@acornonline.com.

Acorn can also be reached by mail at:
Acorn Customer Service
P.O. Box 1670
West Chester, OH 45071-1670

How do I get on your e-mail promotion list or catalog mailing list?
Easy! Simply Request a Catalog via our online form, and sign up for our email list.

Can you please remove me from your e-mail promotion list?
You can unsubscribe from our email promotions at any time by following the “Unsubscribe” link at the bottom of any of the emails you received from us.  Please verify the “You are subscribed as...” information.

Can you please remove me from your catalog mailing list?
To be removed from our catalog mailing list, please send an e-mail to customerservice@acornonline.com, or call and speak to a customer service representative at 1-888-870-8047.

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Product Information

Do you have Closed Captioning and Subtitles on videos?
A number of our videos are closed captioned or subtitled. The notation “CC” and/or “SDH” will appear in the “Details” copy of every title that is closed captioned or subtitled.

How do I know if an item is in stock?
On each product page you will see an “availability” message just below the Quantity box. The message will state “In-Stock”, “Preorder” (with shipping date), or “Backorder” (with expected shipping date).

If you do not see the item you are looking for on the site, it is no longer available.

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Miscellaneous

Are you affiliated with the Association of Community Organizations for Reform Now (ACORN)?
No, we are not associated with the Association of Community Organizations for Reform Now (ACORN). Acorn is a popular name used by many companies and organizations. We have no affiliation with any other company or organization by the same name.

How do I submit a product to the catalog?
If you would like us to review your product for potential inclusion in an upcoming catalog or online, please send photos and/or a sample of your product with pricing information to:

Acorn Merchandising Department Product Reviews
421 3rd Street, Suite 201
Stillwater, MN 55082

Please be aware that due to the overwhelming correspondence we receive on products, we are unable to accept phone calls on submissions or selections. If your item has been selected, a merchant will contact you.

Please note that unsolicited samples become the property of Acorn Online.

What is the relation between Acorn Online and Acorn TV?
Acorn TV is the streaming video channel service offering a wide selection of British TV on demand with no commercials. Acorn Online sells many of the videos you see on Acorn TV, as well as an excellent selection of worldly gifts. With your Acorn TV membership, you receive free standard shipping with an Acorn Online purchase. Just one of the many benefits of being a member.

Do you have any stores?
No, Acorn does not have any physical store locations. We offer shopping via our catalog and this website. If you’d like to receive a catalog, please request one here.

Is your site secure?
Yes. Acorn Online uses SSL (Secure Socket Layering) 128-bit encryption to protect your personal information on the Internet. Our payment processing is PCI Compliant that utilizes tokenization and encryption technology to protect your data.

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Acorn TV

Where do I find Acorn TV information?

You can find Acorn TV help via their specific FAQ page here: https://acorn.tv/help/faq

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