Customer Care

HOW CAN I CONTACT THE CARLE BOOKSHOP?
The Carle Bookshop is open during regular museum hours, 10-4 EST Tuesday through Friday, 10-5 Saturday, and 12-5 Sunday. You do not need to pay admission to visit the store. Please note we are closed on Mondays and all major holidays. Call us during our store hours at (413) 658-1129 or email us at shop@carlemuseum.org.

Our online store's hours of operation are 10-4 EST Monday through Friday. For questions or concerns regarding our online shop call (413) 658-1132 or email us at shop@carlemuseum.org.

WHEN WILL I RECEIVE MY ORDER?
Please allow 1-3 business days for processing your online order and 7 business days for shipping time. All orders of in-stock items are shipped via UPS Standard Ground, unless otherwise requested. You will be notified by email with the tracking number and estimated delivery date when your order ships.

Orders to APO and PO boxes, Hawaii, Alaska and Puerto Rico are shipped via United States Postal Service Priority Mail and will be delivered within 7 business days from date of shipping. We cannot guarantee delivery date. We strongly advise if you have a specific delivery date needed to choose UPS shipping at additional cost.

All international orders are shipped via United States Postal Service Priority International and are delivered within 7 to 14 business days. Please note international orders could be subject to additional shipping fees, tariffs and duties, which are the responsibility of the recipient. We are not responsible for shipping delays at international customs.

Memberships are shipped separately by our Membership department. Please allow 3 weeks for processing and delivery.

Contact us at shop@carlemuseum.org for more information about our shipping policies or rush deliveries.

WHAT FORMS OF PAYMENT CAN I USE?
We accept major credit cards: Visa, MasterCard, American Express and Discover.

We accept personal or business checks from United States banks only. Checks can be made out to The Eric Carle Museum of Picture Book Art and mailed with your completed order to:

The Eric Carle Museum
Attention: Museum Shop
125 West Bay Road
Amherst, MA 01002.

Please do not send cash or purchase orders.

CAN I PLACE MY ORDER OVER THE PHONE?
If you prefer to order over the telephone, please call our online store at (413)658-1132. Please have your order with item numbers and quantities and your credit card ready. Our online store hours are 10am-4pm Monday through Friday EST.

CAN I PAY WITH A PURCHASE ORDER?
We do not accept purchase orders at this time. All orders must be pre-paid either with a credit card or check. Email shop@carlemuseum.org if your school or business would like to be invoiced before issuing a check.

CAN YOU SHIP TO MY P.O. OR A.P.O. BOX?
Yes, we ship to P.O. and A.P.O boxes via USPS Priority Mail. Please allow 7 business days for delivery from date of shipping.

HOW DO YOU ESTIMATE SHIPPING COSTS?
All domestic orders are shipped by UPS, unless otherwise requested. Orders shipped to Alaska, Hawaii and US P.O. Boxes are shipped by United States Postal Service Priority Mail. Please allow at least 7 business days for most orders. Shipping costs vary based on the weight and size of your order once packaged, as well as its destination. You will be able to estimate your shipping costs online before entering payment information.

International orders are shipped by United States Post Priority International. Please allow 7-14 business days for delivery.

CAN ORDERS BE SHIPPED INTERNATIONALLY?
Yes, we shipped internationally via United States Postal Service Priority International, unless otherwise requested. Please note that international shipments may be subject to additional duties or tarifs that are the responsibility of the recipient due upon delivery. Please allow 10-14 days for delivery from date of shipping.

Email us at shop@carlemuseum.org with questions or for a detailed estimate of the shipping costs to your country before placing your order.

HOW CAN I RECEIVE A DISCOUNT?
Members of The Carle receive at least a 15% discount on all shop items, excluding purchases of gift cards and memberships. Join now to apply the discount to your current order! Sign up for our mailing list to be first to know about special promotions, coupons, and sales.

WHAT IS YOUR RETURN POLICY?
Items purchased from The Carle Bookshop may be returned in the condition and packaging they were received within 30 days of receipt of your order. If returned in saleable condition, with exception of items received already damaged or defective, you will be issued store credit to be redeemed at any time. We will refund the shipping costs only if the return is the result of an error on our part. Please contact the Shop prior to sending items at 413.658.1132 or email us at shop@carlemuseum.org.

Returns should be mailed to:
The Eric Carle Museum of Picture Book Art
Attention: The Carle Bookshop
125 West Bay Road
Amherst, MA 01002

WILL I BE CHARGED SALES TAX?
Residents of Massachusetts will be charged 6.25% sales tax on all purchases, with the exception of clothing, Memberships, and gift cards. Massachusetts schools must provide their school tax exempt number at time of purchase.

CAN I PAY FOR MY ORDER WITH MY CARLE MUSEUM GIFT CARD?
Unfortuantely, we are unable to accept payment from Carle Museum gift cards online at this time. Call us over the phone at 413-658-1132 or redeem during a personal visit to The Eric Carle Museum. Please note that gift cards are also honored at the Admissions Desk.

WILL MY ORDER ARRIVE IN TIME BEFORE THE HOLIDAYS?
Orders must be placed BEFORE 12 p.m. EST on Tuesday, December 17th to ensure delivery by Tuesday, December 24th at standard shipping costs.

For rush holiday deliveries or international orders, please contact us by email at at shop@carlemuseum.org or call our store at (413) 658-1132.

Please note that The Carle Bookshop will be closed Monday, December 23rd through Wednesday, December 25th.

IS MY CREDIT CARD INFORMATION SECURE?
Yes, all your credit card information is secure. The checkout page that asks for billing information and all subsequent pages are protected by PayPal. In Internet Explorer, you will see a lock icon in the Security Status bar. In Mozilla Firefox, the same lock will be in the lower right hand corner of the screen (above the day/time). In both browsers the URL in the address bar will go from http://www to https://www. The added s means this site is secure. To visit the PayPal web site, click here.