Frequently Asked Questions


General Questions

How do I find a specific item?

You may search for an item using keyword search box located at the top on almost every page of our store. Type a phrase such as angels, Hummels, trees, or any other description, brand or item number, then press your enter key or click the search button located beside the search box. When you find an item that you want to purchase, click the image or name of the item to view its detail page. Here you will find more information about the item, including availability. If you want to order the item, click Add to Cart and continue shopping.

Can I order online from my catalog?
If you have received our catalog and have your product codes available, you can easily search by sku or description to add items to your cart online.

Why do some items say Out of Stock?

Occasionally, a catalog item is more popular than we anticipated or a vendor order is delayed and we temporarily are out of stock. If an item is temporarily out of stock the website will allow you to receive an email from Bronner's when the item is available again for shipping. If you wish to backorder, you may do so by calling (800) 361-6736. Please note that you will be charged for shipping at the time of your order. At the time of shipping, the price of the item will be charged to your credit card. If we do not plan on restocking an item that is not featured in our print catalog it will be removed from our website when its inventory is depleted. We continually update our website to add new products, and we regret any inconvenience this may cause you, but do not want to frustrate customers by showing product that is not available. You may contact customer service with further inquiry on a specific sku.

I'd like a product I don't see on your website.

Please email our Customer Service Department at customerservice@bronner.com or phone (800) 361-6736 to place your order and a member of our Customer Service team will be happy to assist you. If the merchandise is in stock you will be able to place your order via phone. Please have your product codes and credit card handy for quick reference.

What is your privacy policy?

Click here to view our privacy policy.

Is ordering from your site secure?

Please be assured that Bronner's online shopping is secure with industry-standard SSL encryption. When you enter your credit card number into the order form, it is transmitted across the Internet in an encrypted (scrambled) form, then decoded when it gets to us. For added security, credit card number will not be stored by Bronner's. If you wish to place an order over the phone, please call (800) 361-6736.

How do I get to your store?

Click here for directions to Bronner's CHRISTmas Wonderland.

What are your store hours?

To view our store hours click here.

Can I pick up an order at your store?

In-store pick up service is generally possible within reasonable time periods. Please contact our customer service department at (800) 361-6736 to place your order and make pick up arrangements. Please note Michigan sales tax must be applied to items picked up at Bronner's (It is not possible to place an order online for in-store pickup).

Ordering

Ordering Online

If you are simply browsing our website, use the following instructions:

  • Click on desired merchandise category at top or left. Then click on the item image or quick view for more details, click add to cart button to add item to your shopping cart. Alternatively, enter a search term in the white box at top and click search.
  • Continue shopping or click on another merchandise category to repeat shopping.
  • To finish your order, click Checkout in cart and follow the instructions from there to finish your sale as a guest or sign in for an account.
You can also view our E-catalog online. The shipping and handling charges, applicable taxes, and total purchase amount, will be posted on the review page prior to submitting your order. Once you have submitted your order, an order confirmation summary page will be displayed with all of your order details, which you may choose to print. You will also receive an email order confirmation. For all online orders you will be required to provide us with a valid email address. When we have processed your order, you will receive an order has been processed email. When your order has been shipped you will receive a shipping confirmation email.

Ordering by Phone or Fax

Please call our convenient toll-free phone number (800) 361-6736 with the following information and a member of our friendly Customer Service team will be happy to assist you. Please have all item numbers, pricing, payment and billing/shipping information handy for quick reference. You may fax the information to us any time at (989) 652-3466. Please include your daytime and evening phone numbers so we can contact you if we have any questions regarding your order.

Ordering by Mail

If you have our print catalog and prefer to order by mail, simply fill out the order form and send it to us in the envelope provided. If your envelope is missing, send your completed order form and payment to the following address:

Bronner's CHRISTmas Wonderland
Order Department
25 Christmas Lane
PO Box 176
Frankenmuth, MI 48734-0176 U.S.A.

Payment Options

We accept all major credit cards (Visa, Master Card, American Express, and Discover). Any branded debit cards are accepted for online, fax, email, phone, mail orders and in-store purchases. PayPal is accepted for website orders. In addition, U.S. funds checks, travelers checks and money orders, as well as gift certificates/credit notes are accepted for mail order and in-store purchases. Bronners accepts U.S. and Canadian currency in-store. Gift cards are also accepted via phone order.

What should I do if I have difficulty placing my order online?

If you experience any difficulty placing your order online, or otherwise require assistance, send us an email at customerservice@bronner.com or call our friendly Customer Service Department at (800) 361-6736.

My order is Tax Exempt.

If you need to place a tax exempt order, please note this is not possible online. Please call (989) 652-9931 and ask for customer service to place your order. Your tax ID number is required and paperwork will need to be completed to be within tax exempt regulations.

Questions on Orders Already Placed

What is the status of my order? Where is my order?

You can review the status of current and past orders you have placed with Bronners.com, our Catalog, or shipped in-store purchases online by clicking Order Tracker. You'll be asked to type in your order number and email address or zip code. You can also link to the UPS or FedEx tracking systems to check on UPS or FedEx shipped orders. Sorry, but we are unable to provide tracking on orders shipped via USPS. Please refer to the order status and description section of the order status screen for information regarding your order. When your order has been processed you will receive an order confirmation email message (usually within 24 hours). If you placed your order over the phone or via mail and did not provide an email address, you will need to contact the Customer Service Department by phone at (800) 361-6736 regarding your order.

What is my order number?

The order number will be displayed at the end of the checkout process. Also, if you have provided a valid email address you will receive an email order confirmation. The confirmation will have your order number.

How do I know if I placed my order successfully?

Once you have submitted your order, an order confirmation summary page will be displayed with all of your order details. You will also receive an email confirmation, which you may choose to print. Within 24 hours of placing your order, you will receive an email confirming that your order has been successfully processed along with instructions for tracking your order online. If you ordered over the phone and did not provide an email address but want to check the status of your order, you will need to contact our friendly Customer Service Department by sending an email to orders@bronner.com or by calling (800) 361-6736.

Has my backorder been processed?

You can review the status of current and past orders you have placed with Bronners.com, our Catalog, or shipped in-store purchases online by clicking Order Tracker. You'll be asked to type in your order number and email address or zip code. You can also link to the UPS or FedEx tracking systems to check on UPS or FedEx shipped orders. Sorry, but we are unable to provide tracking on orders shipped via USPS. Please refer to the order status and description section of the order status screen for information regarding your order. When your order has been processed you will receive an order confirmation email message (usually within 24 hours). If you placed your order over the phone or via mail and did not provide an email address, you will need to contact the Customer Service Department by phone at (800) 361-6736 regarding your order.

Can I add an item to my order?

If you would like to add to your order please call us with the item code, description, quantity and unit price for each item you want added to your order at (800) 361-6736 as soon as possible and we will make every effort to accommodate you. Please note that due to the speed with which orders are processed we are not able to add to orders that have entered the fulfillment process. We may have to ship the new items as a separate order. We will adjust the shipping fees accordingly if applicable. If this is the case you will receive multiple order confirmation emails from us followed by multiple shipping confirmation emails.

How do I cancel my order? Change my order?

If your order has not already entered the fulfillment process, we will try to accommodate requests made for changing or canceling an order if we are notified within two hours of the original order by phone (800) 361-6736, ask for internet sale, or email us at orderinquiries@bronner.com and type CHANGE ORDER in the subject line. Once the order has entered the fulfillment process, we may not be able to make changes. If the order has already entered the fulfillment process, you can return the item/s for credit (for cancel requests, we need your item at your return shipping expense).

What is my tracking number?

You can obtain your tracking number online by visiting Order tracker. You can review your order online and obtain your UPS or FedEx tracking number. You can also link to the UPS or FedEx tracking systems to check on UPS or FedEx shipped orders. Sorry, but we are unable to provide tracking on orders shipped via USPS.

Can I revise the spelling on a personalized item?

Please double check spelling and dates before you place an order. If you need to revise any personalization on an order already placed please email us at orderinquiries@bronner.com and type REVISE PERSONALIZATION in the subject line. In the email message please include your billing name and address and the ornament description and the correct spelling or phone us at (800) 361-6736 as soon as possible and we will make every effort to revise your order. As long as your order has not entered the personalization process, our Customer Service team may be able to make some modifications to your order to correct any spelling or date errors.

I forgot to enter my coupon number. What do I do?

The checkout process will prompt you for a coupon code. Please be sure to enter your coupon code prior to hitting Order Submit. (Coupons are not valid on previous orders. Please note exclusions.)

Did I receive my discount/coupon on my order?

You can review the status and details of your current order through the checkout screens, through your confirmation email as well as by clicking Order Tracker. You will be able to review the order status, billing/shipping addresses, item detail, order total, payment information and any discounts applied to your order.

I received the wrong item.

Please contact our Customer Service department at (800) 361-6736 or email us at orderinquiries@bronner.com with your order number, name, address and details on the item you are missing from your order. If you would like the item sent to you and the requested item is in stock, we will ship it to you immediately. Please check the invoice/packing slip that was included with your shipment. If you have not been charged for the item, your credit card will be charged for the second shipment.

I received a damaged or defective item.

Please contact our Customer Service Department at (800) 361-6736 or email us at orderinquiries@bronner.com with your order number, name, address and details on the item you received damaged or defective. We will instruct you on how to proceed with correcting your order. If you would like a replacement sent to you and the requested item is in stock, we will ship it to you immediately. Your credit card will be charged for the second shipment, but will be credited for the return once we receive it in our fulfillment center. We will assist you in returning the original shipment for a full refund, including shipping charges.

I am missing an item.

Please contact our Customer Service department at (800) 361-6736 or email us at orderinquiries@bronner.com with your order number, name, address and details on the item you are missing from your order. If you would like the item sent to you and the requested item is in stock, we will ship it to you immediately. Please check the invoice/packing slip that was included with your shipment. If you have not been charged for the item, your credit card will be charged for the second shipment.

Shipping and Handling

What are your shipping rates?

Click here to view our shipping rates.

How do I know when my order has been shipped?

Once your order has been shipped, we will send you a shipping confirmation email letting you know that your order has been shipped. If your package was shipped UPS or FedEx, you will be able to link to the UPS or FedEx tracking system to check on your order using the tracking number provided in the shipping confirmation email. If you placed your order over the phone and did not provide an email address, you will not receive any confirmation that your order has been shipped. You will need to contact our Customer Service Department by sending an email to orderinquiries@bronner.com or contact Customer Service by phone at (800) 361-6736.

Can I ship a package to another address?

Yes, you can.

Your ship-to address can be different from your billing address. (Your billing address must match your credit card given). However, only one ship-to address can be indicated per order. For example, to send one package to your house and another package to someone else as a gift, you will need to place two orders. Or if you prefer, please call (800) 361-6736 to place your multiple shipping address order.

Do you ship to Canada?

Bronner's is happy to ship to addresses in Canada.
Click here to view our shipping rates.

Do you ship overseas, and how much is it?

Bronner's is happy to ship to addresses outside the continental United States.
Click here to view our shipping rates.

International shipping rates will be calculated at checkout and shown on your order. Please note that it is not possible for us to know all the various duties/taxes for each country, and that this will be your responsibility for payment. Bronner's cannot be responsible for any delivery delays due to Customs. For oversize items and countries which may not be in our system, please call our shipping department for a shipping rate quote at (800) 361-6736 or email us at orders@bronner.com and type SHIPPING QUOTE in the subject line. Upon special item handling inquiry, Bronner's will email you a quote within 2 business days. Please reply to our emailed shipping quote within 72 hours. If we do not hear from you within 72 hours, your merchandise will be returned to stock, and your order will not be shipped.

How do I have my order sent to more than one address?

If you would like to have your order sent to more than one address, please call our toll-free phone number (800) 361-6736 to place your order with our friendly Order team, or fax your order to (989) 652-3466 (be sure to indicate what gets sent to each shipping address). A nominal charge will be added for each additional shipping address inside the continental US.

Returns and Exchanges

What is your return policy?

Your satisfaction is important to us and we realize that sometimes you may want to return merchandise. Our goal is to make an exchange or refund as fair and simple as possible. If you are not satisfied with your purchase a return or exchange can be made within 90 days from the date of purchase. All merchandise returned must be in its original condition with your sales receipt.

  • Shipping and handling charges are non-refundable unless the return is a result of our error.
  • Merchandise refunds will only be made in the original form of payment. If you placed your order with a credit card, the credit will be posted to your credit card account the day we process your return.
  • If you ordered by check, your refund check will be sent to you via first-class mail in 2-3 weeks from the day we process your return.
  • Without a receipt we will exchange merchandise returned in its original condition, at current selling price, for merchandise or merchandise credit only.

How do I mail in a return?

All shipped purchases made online, in the catalog or in-store orders can be returned by mail to the address printed on the invoice/packing slip included with your shipment. Please complete the Return Form attached to the invoice or packing slip and return it with the item/s. You will receive a full refund including purchase amount and applicable tax. Shipping and handling charges are non-refundable unless the return is a result of our error. If you have provided us with your email address, you will be notified via email of your refund once we have received and processed the returned items. A refund will be in the same form of payment originally used for purchase. If you placed your order with a credit card, the credit will be posted to your credit card account the day we process your return. If your original purchase was paid for with cash, check, money order or travelers check we will issue a refund check for the purchase amount and applicable tax within 2-3 weeks of our receiving your return. If the item was a gift when purchased, you'll receive a credit note for the value of your return, which can be used at any time toward your next purchase. If preferable, you may make return in person at Bronner's customer service.

How do I return a gift?

Merchandise can be returned within 90 days of receipt. Please complete the Return Form on the packing slip and return it with the item. If you are exchanging the item, please include a form of payment for any price difference and shipping. If you do not know the price of the item you are returning, you may search for it on our site by entering the item number from your packing slip in the search field, or call us at (800) 361-6736. If you are not exchanging the item/s, you will receive a credit note for the value of your return, which can be used at any time toward your next purchase. You will receive a full refund including purch ase amount and applicable tax. Shipping and handling charges are non-refundable. If you have provided us with your email address, you will be notified via email of your refund once we have received and processed the returned items. We will not inform the gift giver about your return.

Services

Promotional Offers

To subscribe to our email list for news and occasional special offers, please click here. (You can unsubscribe at any time).

Personalization Tips

Bronner's has a team of talented artists who produce beautifully personalized ornaments. A perfect way to remember family, friends, a special event, or that favorite couple. Since each ornament is individually and carefully hand-lettered, personalized ornament orders will usually be shipped from Bronner's within 6 business days, along with any other non-personalized merchandise you may have ordered. Prices listed on personalized products include personalization and instructions are shown on the item's details page. Please be sure to check spellings and dates before placing your order.

Join our Mailing List

If you live in the US and would like to request our free, full-color catalog just click here or call (800) 361-6736. You should expect to receive your first copy in about 2-3 weeks. If you have previously ordered from our catalog or website, you will automatically receive our newest catalog when available.

(Due to rising postal costs, regrettably we do not mail catalogs outside the US)

Requesting A Catalog

You can review the status of current and past orders you have placed with Bronners.com, our Catalog, or shipped in-store purchases online by clicking Order Tracker. You'll be asked to type in your order number and email address or zip code. You can also link to the UPS or FedEx tracking systems to check on UPS or FedEx shipped orders. Sorry, but we are unable to provide tracking on orders shipped via USPS. Please refer to the order status and description section of the order status screen for information regarding your order. When your order has been processed you will receive an order confirmation email message (usually within 24 hours). If you placed your order over the phone or via mail and did not provide an email address, you will need to contact the Customer Service Department by phone at (800) 361-6736 regarding your order.

Contact Us

25 Christmas Lane
Frankenmuth, Michigan 48734
(989) 652-9931
800-ALL-YEAR (recorded information)
customerservice@bronner.com