WHO ARE WE?

RUUM is one of Americas top providers of kids wear. We are dedicated to bringing quality clothes for the younger family members at

reasonable prices.

GREETING

“Thank you for calling RUUM American Kids Wear. This is Jenny. May I ask to whom I am speaking with today?”

CLOSING

“Thank you for calling RUUM. We appreciate you choosing us. I hope you have a wonderful day.”

Placing Orders

Agents will place orders in Speed Order 2.0 Source Code used on all orders: CALLS

Payment Methods

****All major credit cards are accepted****Visa, MasterCard, Discover and American ExpressGift Cards are not eligible for online payment

UNITED STATES SHIPPINGShipping:

• RUUM ships to all 50 U.S. States, Territories and Possessions

• PO Boxes

• APO/FPO Address

• All orders are filled and shipped out of Pataskala Ohio’s fulfillment center

Methods:

• FedEx

• USPS Priority Mail

• 2nd Day and Overnight Delivery available within the Contiguous United States

Time Frame and Rates:

• Standard 5-7 business days• $7.00 shipping charge

Expedited 3-5 business days• $10.00 shipping charge

• Express 2-3 business days • $15.00 shipping charge

• Rush 1-2 business days • $20.00 shipping charge

Canada Shipping

Methods: • US Postal Service• FedEx international Shipping (Expedited shipment only)Time Frames and Rates• Standard 7-10 business days

• $12.00 shipping charge• Expedited 2-3 business days

• $30.00 shipping charge

Please Note: Duties, taxes and surcharges are not reflected in our online prices, and are shown is USD. The shipping carrier will charge the recipient (including gift recipients) all applicable duties, taxes and/or brokerage fees at the time of delivery. Duties and taxes are assessed by the local government based on their destination.

Return Policy

Return Locations:

• Customer are able to returns orders to the fulfillment center

• Online Purchases by mail to the RUUM fulfillment center

Requirements (Store and Online)

• Returns are accepted within 60 days of purchase date

• Items being returned must be unworn, unwashed and have all tags attached

• Original receipt or invoice must be present to receive a full refund on the original method of payment

• If receipt is not present during time of return a Merchandise Credit will be issued to the customer. (Merchandise Credits are only redeemable in stores)

Canadian Returns

We cannot process returns or exchanges on orders shipping to Canada.

Refused packages at time of delivery will not be returned or refunded.

Returns By Mail

Instructions: Customer must complete the return form on the packing slip and put this back inside the package they are returning

A pre-paid return label is available for their use on the packing slip

• If a customer uses this label $5.95 will be deducted from their return

• The Pre-paid return label is optional; the customer can pay for their own return postage and receive a full refund

Refund Process:Refunds will go on the original form of payment and does not include shipping fees Refunds can take approximately 2 weeks to complete

If you're returning a gift and would like to receive a merchandise credit rather than the original purchaser's credit card refunded, please check off the appropriate box on the return form along with an email address.

• A Web Code will be sent to the e-mail address to use on a future order

• This process could take approximately 2 weeks

Appeasements & Adjustments

Appeasements:

• Agents have a $25.00 appeasement limit• Anything above this amount needs to approved by one

of your Team Leads

Appeasement Reasons

• Replacement Orders

• Shipping and Handling Charges

• Extreme Circumstances

Price Adjustments:

• Price adjustments are honored within 7 days of purchase on full price selling merchandise only.

• If the item was bought in store advise the customer to take the item and the receipt to their local store for an adjustment

RUUM Loyalty ProgramHow it works: • Customers earn a point for every dollar spent

• $1.00 equals 1 point

• Once a customer reaches 200 points they will receive a $10.00 gift card

• Points are earned for in store and online purchases • Online points are not automatically added to a customers profile

Process to apply loyalty points for an online purchase:

Agent must fill out google doc for loyal program. Information needed:

Customer’s name

Loyalty Card number (do not include Pin number)

Order Number

Sub total of order

Customer Email

Agent Amount

Customers will see their points reflected in their account in 2 weeks

Customers will not be contacted informing them of when their points are applied for their online purchase

Reporting Errors Website ErrorsNotify your Team Lead or Supervisor immediately of any website errors:

Wrong Pricing Checkout errors Item errors