Customer Service Questions


How to Contact Us

Tel (212) 868-8488
Fax (212) 658-9185

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Ordering via Fax or Mail

Yes, you can call us at (212) 868-8488 to place your orders. If you want to fax or mail us your orders, you do not need to fill out a separate form. Just place products in your shopping cart online and continue through checkout until you are prompted to print out the order sheet for fax or mail orders. Then write your credit card information on the printed sheet and fax or mail it to ChinaSprout to complete your order.

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Payment Methods

We accept Visa, MasterCard, American Express, and Discover. Checks in U.S. Dollars are also accepted. Orders paid by check will not be processed until the funds have been verified. If you are sending a check, please make the check payable to:

ChinaSprout, Inc. 110 West 32nd Street, 6th Fl.
New York, NY 10001

Please note that this is our corporate headquarters. We are not open to the public.

Please note that paying by check will slow down the processing of your order. Orders paid by check are not shipped until payments are received and funds clear. Payments not received within 7 days of the order date may be subject to cancellation. Items in stock at the time your order is placed may be out of stock by the time your order is actually processed. If you are in the United States, paying by personal check typically delays your order by about two weeks.

You may also pay with a Gift Certificate or a Store Credit. Please select “Gift Certificate” as the payment method on the shopping cart page if your Gift Certificate or Store Credit covers the entire purchase. If the Gift Certificate or Store Credit does not cover your entire purchase, please choose the appropriate credit card type instead. Your credit card will be charged for the difference that is not covered by your Gift Certificate or Store Credit. Next, on the “Checkout Page,” your Gift Certificate or Store Credit has to be redeemed. To redeem your Gift Certificate or Store Credit, please type your Gift Certificate number or Store Credit number and the amount in the Comments/More Information box. Next, submit your order and your Gift Certificate or Store credit will be applied once your order is received and processed.

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Shipping Questions

For shipping related questions, click here.

International Orders

Yes, we do accept international orders. You may be subject to import duties and taxes, which are levied once the package reaches your country. Additional charges for customs clearance must be borne by you. Please contact your local customs office for further information. In order to ensure the safe arrival of your package, ChinaSprout recommends sending all shipments registered. A $6.20 registered mail fee applies. If you do not request registered mail, any loss or damage is your responsibility. If you do not want us to ship your order per registered mail, any loss or damage is your responsibility.

We will ship all International orders by air mail unless you specifically request otherwise. Your shipping costs are calculated by USPS service, just add the products in the shopping cart, fill out the address, and you will see the shipping costs. Air Mail will take 7 – 21 business days; International Priority will take 1 – 4 business days. All International orders must be paid using a credit card. Checks and money orders are not accepted.

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What if I need to return my order?

If you have changed your mind about your purchase, you may return the item* within 30 days of receipt in the original condition for a full refund or store credit, excluding shipping charges. Dolls, CDs, Tapes, CD-ROMs, Videos, VCDs, and DVDs must be returned unopened in order to receive a full refund. *Customized items, original folk paintings, collectible dolls, and clothes that have been washed or worn are not returnable. Please note that on all sales items, all sales are final and are not refundable or returnable. You may exchange sizes for clothing. If the sizes you need are out of stock, you will receive a store credit only. You will be informed about the amount of the store credit via email. ANY NON-RETURNABLE ITEMS will be shipped back at the customer’s expense.

Shipping charges (First Class or Priority Mail via United States Postal Service) will be refunded if the return is due to our error. All returns must be accompanied by the receipt. You can ship the item(s) back via your preferred method at your own expense. ChinaSprout cannot be responsible for returns that are lost or misdirected in shipping. We can credit you only for items received back in our warehouse. After a return has been received, it will take 2-3 weeks to process. If a credit card was used for your purchase, refunds will be credited back to the same credit card. If you mailed a check for payment for your purchase, a refund check will be mailed to you. If you request an exchange, we will send you the exchange only when we receive the returned products. Actual shipping charges will apply for this exchange.

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What if I want change or cancel my order before I receive it?

ChinaSprout wants to provide the fastest service to you. We will ship all orders within 24 hours of your order. There is a good possibility that by the time you call with a change or cancellation, your package could already be on its way to you. If you would like to make a change or cancel your order, please contact us as soon as possible. We will do everything possible to try to accommodate your needs.

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What if you don’t have all of the items in stock?

ChinaSprout tries its best to carry a full inventory for every product we sell on our site. In rare cases, however, when you order a list of products that include items that are “Backordered” or “Out of Stock,” we will ship partial orders first and fill the backordered items as soon as they arrive, unless you inform us to cancel the backordered products. All additional shipments after the initial shipment (2nd partial shipment, completion of order, etc.) will be shipped via ground unless otherwise requested. The actual shipping charges will apply for the second shipment. You will also have the option to cancel the backordered shipment.

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What if I order items marked as Pre-Order Only?

From time to time, we offer items to our customers before they arrive in stock, so they can order them before everyone else can! If your order contains such highly anticipated items, and also has other items, we will ship the in-stock items out first, and ship the pre-order items as soon as they become available. Shipping for pre-order items won’t be charged in the first shipment, but will be charged in the second shipment when they actually shipped. The actual shipping charge for the second shipment will be applied.

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Are credit card transactions on ChinaSprout safe?

Absolutely! In fact, it is statistically safer to use your credit card over the Internet than in a restaurant or department store. We have taken every precaution to make your transactions secure. Our Internet site is built on the Shopsite system, which utilizes industry-standard security measures, including SSL (Secure Sockets Layer), an encryption technology that works with Netscape Navigator, Microsoft Internet Explorer and AOL’s browser so that only ChinaSprout can read a buyer’s personal information. All account information submitted to us is safely isolated from unauthorized Internet access. Credit cards are not charged until the buyer’s items are shipped.

Nevertheless, if you prefer, we also offer you the option of submitting your order by telephone, fax, or mail.

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Is my private information kept by ChinaSprout?

ChinaSprout respects your privac. We will not sell, rent, or loan any identifiable information regarding our customers to any third party. Any information you give us is held with the utmost care and security, and will not be used in ways to which you have not consented.

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Does ChinaSprout charge sales tax?

Sales tax will apply only to residents of New York state in which we are registered, but not to any other U.S. state or the rest of the world.

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Shipping Methods and Charges

We understand that speed and affordability are concerns when shopping on the Internet. We also realize that holidays and birthdays are critical and you cannot miss deadlines. For those reasons, ChinaSprout offers different shipping options to meet your needs.

Our primary carrier is United Parcel Service (UPS), which offers Ground, Second Day Air, and Next Day Air to 48 States. Our secondary carrier is United States Postal Service (USPS), which provides Express Mail and Priority Mail for Alaska and Hawaii, as well as International deliveries.

For more information about Shipping, click here.

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Can I track my packages?

Yes, for packages sent via UPS you will receive a UPS Ship Notification email as soon as the packages leave our warehouse. It includes a tracking number for your order. There is also a link within the email that will allow you to track the shipment through the UPS website.

In addition, you can always track your order from our site by typing your order number. For the domestic packages sent via USPS, you have to request the Delivery Confirmation number in order to track the packages on USPS’s website. Unfortunately, for the international orders there is no online tracking information available.

How do I sign up for the newsletter?

To sign up for the ChinaSprout newsletter, become a ChinaSprout member. It’s FREE!

How does the order process work?

When you see an item that you want to buy, simply click on the ”Add to Cart” button and the item will be added to the shopping cart.

On your Shopping Cart screen, choose the method of shipping you prefer and you will see the total amount of your order. Click on the “Empty Cart” button if you want to cancel this order; click on the “Recalculate” button if you want change the quantity of your order. If you want to continue shopping, click on the “Continue Shopping” button; if you finish shopping, click on the “Finalize This Order” button. Notice: if you go back to the previous page and you do not want to add quantity of products that you have just ordered, click on the “Check Out” button. Do not click on the ”Add to Cart” button again, since this will increase your quantity.

On the Finalize Order screen, fill out your name, credit card information, billing address and choose a payment method. We accept Visa, MasterCard, American Express, and Discover as well as checks. You will not need to fill out your name and billing address again when you use the same computer to shop at ChinaSprout. Once you have reviewed your order, click on the “proceed” button to submit your request. You may also cancel your order at this point.

You will receive an auto-send confirmation of your order by email within 24 hours.

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Will I receive a confirmation of of my order?

Yes, you will receive an order confirmation via email within 24 hours of placing your order automatically. If you have not received your order confirmation within two days, please let us know through our contact form. We will make every effort to respond within one business day.