FAQs

    We’re listening – and here are answers to your most frequently asked questions.

      Corporate, Retail and Product Inquiries

      For general inquiries, including corporate information, retail store experience and product inquiries, please call our Consumer Affairs department at:

      888-782-9548
      8:00 am to 8:00 pm EST Monday - Friday


      Online Ordering

      For questions regarding your experience at Carters.com | OshKosh.com | SkipHop.com, to place a phone order, or questions about Rewarding Moments, we can be reached at:

      877-333-0117 (toll free)
      762-232-1399
      7:00 am to 10:00 pm EST Monday - Friday
      9:00 am to 9:00 pm EST Saturday - Sunday

      or email us.


    FAQ Answers

    Ordering Online

    How do I place an order?
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    Shopping at Carters.com | OshKosh.com | SkipHop.com is easy and secure! Placing an online order requires just a few steps:

    1. Select an item you would like to purchase, and then click the Add to Cart button from either the quick view or product detail page.
    2. You can then choose to continue shopping or go directly to Checkout.
    3. Once you are finished shopping, click on Shopping Cart at the top right corner of page, and follow the prompts to check out.

    You will receive an email confirming your order that includes your order number.

    If you prefer to order by phone, please call us at 877-333-0117 (toll free) or 762-232-1399 from 7am-12am EST daily (except holidays).

    Note: Carter's reserves the right to refuse or cancel any order. Carter's, at our own sole discretion, may limit or cancel quantities purchased by a single person, shipping/billing address, or per order. If your order is cancelled, we will attempt to notify you using the email address provided at time of order placement. We reserve the right to prohibit or limit sales to dealers, resellers, and distributors.

     
    How can I check my order status?
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    If you have set up an account with Carters.com | OshKosh.com | SkipHop.com, you can sign in to check your order status. If you do not have an account, you may call Customer Service at 877-333-0117 (toll free) or 762-232-1399 from 7am-12am EST daily (except holidays) with your order number.

    Once your order ships, you will receive a shipping notification that includes tracking information.

    You can track your shipment through the carrier using this information.

     
    How can I pay for my order?
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    Carter's, Inc. accepts Visa, MasterCard, American Express, Discover/Novus, UnionPay and JCB charge cards as a form of payment at our stores and online. PayPal and Visa Checkout may be used for online orders shipping within the United States. Online Only: Our current purchasing policy requires that you use a credit card that is attached to a billing address and phone number in one of the countries listed here. Please check back soon as we will be adding billing addresses for additional countries.

     
    Can gift cards be used online or at other retailers that sell Carter’s, OshKosh B’gosh and Skip Hop products?
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    Gift cards can be used at any Carter’s or OshKosh B’gosh company-owned stores or online at Carters.com | OshKosh.com | SkipHop.com. Our signature blue co-branded card may be used at either Carter's or OshKosh B'gosh brand stores. Gift cards may not be used at other retailers.

     
    How quickly will my order be processed?
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    All Standard orders received before 12:00pm EST are processed within 2 business days of payment verification. Please note that on occasion, such as during holiday rush and large sales events, there may be a slight delay in processing time.

    All orders received before 12:00pm EST Monday-Friday with the Express or Expedited Shipping option selected are processed the same business day as the payment method is verified. Orders placed after 12pm or weekends are processed the following business day.

    Your business is important to us, and we make every effort to process your order as quickly as we can.

     
    How can I create/update my Wish List?
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    It’s easy to create a Wish List, but you must have a Carters.com | OshKosh.com | SkipHop.com account in order to create one.

    1. Select Add to Wish List on the product page (indicate size and color, where necessary)
    2. Continue shopping or browsing.

    It’s that simple! Your Wish List will be saved to your account for quick future reference. And, you can make it easy for friends and family to know just what your children want and need for birthdays, holidays, and other special occasions by Sharing your Wish List.

     
    How do I know shopping is secure?
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    Carters.com | OshKosh.com | SkipHop.com takes your security seriously.

    We implement many layers of safeguards to protect your security and privacy. Our site has security measures in place to protect against the loss, misuse and alteration of the information under our control. All transmissions that include personally identifiable information are protected using the industry standard SSL (secure socket layer) protocol encryption technology to protect against information loss and assure a secure and trusted experience. In addition, we utilize other physical and contractual practices and policies to safeguard your information. However, it is important to know that no online data transmission can be guaranteed to be 100% secure.

    For complete information on our security measures, please refer to our Privacy Policy and Secure Shopping Guarantee.

     
    What will my personal information be used for?
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    When you register we collect your name, mailing address, phone number, and email address. This information is used to respond to your requests, contact you if necessary, and, if you wish, send you emails or mail about sales, promotions, and other special events.

    Please view our Privacy Policy and Secure Shopping Guarantee. for complete information.

     
    I have a comment or an idea for the website. Whom should I contact?
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    We do everything we can to ensure that your experience at Carters.com | OshKosh.com | SkipHop.com makes your life just a little easier, and we welcome your comments, feedback, and ideas. Please contact Customer Service at 877-333-0117 (toll free) or 762-232-1399 from 7am-12am EST daily (except holidays) or email us.

     
    I’m having trouble placing an order. I follow the prompts, but the site seems to be down. Whom should I contact?
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    For any technical difficulties you are experiencing with our website, please contact our online call center at 877-333-0117 (toll free) or 762-232-1399 from 7am-12am EST daily (except holidays).

     
    I clicked on a link to a page, but get a Page Not Found message. What is wrong?
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    Most likely, nothing is wrong. All website pages are subject to change, so the URL may be outdated, or the link may be incorrect. Changes happen more frequently with product pages, as we sell out of styles, update sales, and add new products. If you are searching for a specific product, please use our Search page, or to browse, please visit the Carters.com, OshKosh.com or SkipHop.com homepage.

     
    I could not complete the checkout process. What should I do?
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    If you have correctly entered all your information and are unable to complete the checkout process, we may need further information for our security check. Please call us at 877-333-0117 (toll free) or 762-232-1399 between 7am-12am EST daily (except holidays) to verify your information so that we can process your order.

     
    I want to order over the phone. What number should I call?
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    If you prefer to order by phone, please call us at 877-333-0117 (toll free) or 762-232-1399 from 7am-12am EST daily (except holidays), and our knowledgeable and friendly Customer Service representatives will help you.

     
    What is Carter's commitment to website accessibility and usability?
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    Carter’s is committed to providing an inclusive web presence to all people, regardless of disabilities and is always working to enhance its site and increase accessibility and usability for all of its customers. Carter’s has set the W3C's Web Content Accessibility Guidelines (WCAG) 2.0 AA as the standard for accessibility. If you have any suggestions that may help us as we continue to enhance and improve the accessibility and usability of our site, please contact online@carters.com.

    General Product Inquiries

    I am looking for a gift. What do you recommend?
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    Please visit our Carter’s Little Baby Basics shop for great gift ideas for moms and babies. Also consider a Carter's | OshKosh | Skip Hop Gift Card for an easy gift that everyone will appreciate.

    We work to make gifting easy for all your special occasions, and are here to help. If you need further assistance or recommendations, please call us at 877-333-0117 (toll free) or 762-232-1399 from 7am-12am EST daily (except holidays) for help from our friendly and knowledgeable Customer Service representatives.

     
    Do you offer gift services?
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    Yes, we offer gift boxing at a charge of $5 per box. Items that are gift boxed will be removed from the protective plastic, wrapped in tissue paper, and delivered in either our Carter’s gift box (for Carter’s items) or OshKosh B’gosh gift box (for OshKosh B’gosh items) with a gift message. The gift receipt sent to the recipient will not display the pricing information.

    Skip Hop product is not eligible for Gift packaging. If your Skip Hop order also contains any Carter's or OshKosh B’gosh items, you can still purchase gift boxing. Your Carter's and OshKosh B’gosh items will be gift wrapped.

     
    How do I find the right size? Do products run small/large?
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    Both Carter’s and OshKosh B’gosh clothing run true to size. To make sure you order the right size every time, please see our Easy Sizing Charts for specifications that include height and weight parameters for each size.

     
    Where can I get replacement hardware for OshKosh B’gosh overalls?
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    We will replace various buttons, hooks and slides free of charge on our garments, if possible. Please call our Consumer Affairs department at 888-782-9548 Monday-Friday 8:00am-4:30pm CST for inquiries about replacement hardware.

     
    Is Carter’s sleepwear treated to prevent flammability?
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    We design our children’s sleepwear with a combination of fabrics and fits that do not require treatment with harsh chemicals to prevent flammability.

    Carter’s polyester sleepwear is naturally flame resistant, while our 100% cotton sleepwear is tight fitting, and therefore does not require additional fabric treatment. All Carter’s sleepwear products are clearly labeled as “sleepwear.” Only garments labeled as such should be considered sleepwear.

    All of our sleepwear products are created with children’s safety, health, and comfort in mind, and meet Consumer Product Safety Commission requirements.

     
    Why do garment tags instruct me to “wash before wearing”?
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    Apparel is packaged in protective plastic wrap, and transported in boxes. If in store, the garments hang in a public place where they are handled and sometimes tried on. Simply as a safety precaution, it is wise to wash clothing so it is fresh for your child.

     

    Product Availability

    How do I find a product online that I saw in a store?
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    Not all merchandise carried in stores is available online at this time. You may use our Search feature to look for an item by keyword or item number.

     
    How often are new products added to the online stores?
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    We add products to our online stores frequently, and offer new sales and promotions, as well, so check back often for new styles and great deals.

     
    Where can I buy Carter’s, OshKosh B’gosh and Skip Hop products?
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    In addition to our ecommerce site, Carters.com | OshKosh.com | SkipHop.com, Carter’s and OshKosh B’gosh have more than 600 retail and outlet stores nationwide. Our products are also carried in thousands of national department stores and specialty stores.

    To find a Carter’s or OshKosh B’gosh store near you, please use our Carter’s Store Locator or OshKosh B’gosh Store Locator.

    Skip Hop product can be found at SkipHop.com and in select Carter’s and OshKosh B’gosh retail stores nationwide. Skip Hop is also sold at finer department stores, large baby chains and independent children’s retailers all over the country, as well as at select retailers in Canada and other parts of the world. To find a Skip Hop retailer near you, please use our Skip Hop Store Locator.

    Shipping & Service

    My Shipment arrived later than expected. Whom should I contact?
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    We sincerely apologize for any inconvenience this may have caused. We do everything we can to ensure your experience at Carters.com | OshKosh.com | SkipHop.com makes your life just a little easier, and your satisfaction is important to us. Please contact us at 877-333-0117 (toll free) or 762-232-1399 from 7am-12am EST daily (except holidays) for inquiries on your shipment.

     
    My shipment is lost. What should I do?
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    Please contact us at 877-333-0117 (toll free) or 762-232-1399 from 7am-12am EST daily (except holidays) and we will initiate a thorough search of your shipment with the transit company.

     
    My shipment arrived damaged. Whom should I contact?
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    If your order content was damaged in-transit please contact us at 877-333-0117 (toll free) or 762-232-1399 from 7am-12am EST daily (except holidays) to report a damaged shipment.

    We apologize for any inconvenience this may have caused. We want to ensure that your experience at Carters.com | OshKosh.com | SkipHop.com makes your life just a little easier, and will do everything we can to remedy the situation as soon as possible.

     
    My shipment was missing an item(s). Whom should I contact?
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    It is possible your shipment was split based on product availability, and that the missing items will be shipped when they become available. Your shipment confirmation will include a list of all products included in your shipment. To track your order, please use our Order History.

    Please contact us at 877-333-0117 (toll free) or 762-232-1399 from 7am-12am EST daily (except holidays) to report an incomplete shipment, and we will check the status of your missing items.

    We apologize for any inconvenience this may have caused. We do everything we can to ensure that your experience at Carters.com | OshKosh.com | SkipHop.com makes your life just a little easier, and will do everything we can to remedy the situation as soon as possible.

     
    Do you ship internationally?
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    Carter's and OshKosh B'gosh now ships to over 80 countries. Click here to learn more. Skip Hop product is not eligible for international shipping.

    Pricing

    Are prices and promotions the same online as they are in stores?
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    Carters.com | OshKosh.com | SkipHop.com prices, promotions and selections may differ from those in our retail stores. Prices and promotions (e.g., promotion codes or free shipping) offered online may not be used in stores, and store prices and promotions (e.g., coupons or additional discounts) may not be used online, unless otherwise stated.

     
    What is "MSRP"?
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    MSRP is our Manufacturer’s Suggested Retail Price at which we suggest our collections be initially offered. We list an MSRP on our products that we sell ourselves and that sell through our wholesale partners. Our wholesale partners are free to use our MSRP or set a different selling price. We generally introduce our new collections at MSRP on our website. Since MSRP is a suggested price, actual sales may or may not have been made at MSRP in any certain area or in all areas. Prices may vary by channel or location. .

    Many of our collections have a DOB (Date of Birth) on the price tag or on their website product page. This is the date that this item or a similar item was originally offered for sale at the MSRP.

     
    I purchased a product and now the price is lower. Can I get a price adjustment?
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    Yes, we will make a one-time price adjustment to the new online price for items purchased online within 14 days of purchase. To request a price adjustment for your online purchase, please call 877-333-0117 (toll free) or 762-232-1399.

     
    A friend received an email with an online coupon. How can I get coupons?
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    You can sign up to receive emails by creating a Carters.com | OshKosh.com | SkipHop.com account. Simply create an account for Carter’s to receive coupons and special offers available only to registered users.

    Product Returns

    I am generally unsatisfied with my unworn merchandise. What should I do?
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    Your satisfaction is of the utmost importance to us, and we do everything we can to ensure that your experience at Carters.com | OshKosh.com | SkipHop.com makes your life a little easier. For your convenience, you may return or exchange merchandise you purchased online to any Carter’s or OshKosh B’gosh company-owned retail store in the U.S or by mail.

     
    How do I return or exchange a product?
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    For your convenience, you may return or exchange merchandise you purchased online to any Carter’s or OshKosh B’gosh company-owned retail store in the U.S or by mail. To return in store, you will need to bring your packing slip with you to receive a full refund.

    For the fastest return processing, return your online order by mail and print your prepaid return label using our interactive return tool. You will need your order number, email and zip code.

    For exchanges it will be necessary for us to process your exchange as a refund followed by a new order. If you complete an exchange for the same item in a different color or size, we will waive the regular shipping charges for your exchange.

    For more information, please refer to our Return Policy.

     
    I have lost my packing slip. Can I still return my purchase?
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    If returning by mail, please send the following information with your return: Billing name, address, telephone, order number (if known), and reason for return. Mail your shipment to:

    Carters.com | OshKosh.com | SkipHop.com
    Attn: Returns Processing
    625 Braselton Parkway
    Braselton, GA 30517

    *Please note that we cannot process returns purchased from our retail stores by mail.

    To receive a refund for the original purchase price in-store, we will need the packing slip or gift receipt. All other returns will be awarded a merchandise credit for the current sales price of the item(s).

    For more information, please refer to our Return Policy.

     
    I want to exchange an item, but the size I need is no longer available. Do I still have to pay for return shipping?
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    Yes, in this instance you will be responsible for return shipping and handling charges. If you prefer, you can return the item to your nearest company-owned Carter’s or OshKosh B’gosh store without deductions for shipping and handling.

     
    Can I return an item in store that I bought online?
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    Yes, for your convenience, you may return or exchange merchandise you purchased online to any Carter’s or OshKosh B’gosh company-owned retail store in the U.S.

    For more information, please refer to our Return Policy.

     
    How can I return a gift?
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    You can return a gift for a merchandise credit by following the directions on your packing slip. For your convenience, you can return the item by mail or to your nearest company-owned Carter’s or OshKosh B’gosh store.

    For more information, please refer to our Return Policy.

     
    I am generally unsatisfied with my worn merchandise. What should I do?
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    Your satisfaction is of utmost importance to us, and we do everything we can to ensure that your experience at Carters.com | OshKosh.com | SkipHop.com makes your life just a little easier. We welcome your feedback, so please contact Consumer Affairs at 888-782-9548.

     
    What do I do if I have a defective product?
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    Carter’s, OshKosh B'gosh and Skip Hop are committed to providing you with quality products. Any Carter's or OshKosh B'gosh product with a quality defect can be returned to a store for a full refund or exchange (please bring the packing slip or printed receipt). You may also contact our Consumer Affairs department at 888-782-9548 Monday-Friday 8am-4:30pm CST to make arrangements to return the item to us by mail.

    For any Skip Hop product with a quality defect, please fill out and submit this form. You can also email us at customerservice@skiphop.com.

    My Account

    What is Rewarding Moments?
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    This is our new loyalty program from Carter’s, OshKosh B’gosh and Skip Hop where you can earn and redeem rewards across all brands in store & online! Get the details now or see a full list of Rewarding Moments FAQs.

     
    I’d like to start receiving Carter’s | OshKosh B’gosh | Skip Hop emails. How do I sign up?
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    You can sign up to receive emails by creating a Carters.com | OshKosh.com | SkipHop.com account. Simply create an account for Carter’s to receive coupons and special offers available only to registered users.

     
    How do I unsubscribe from promotional emails?
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    You can change your email preferences on the Email Subscriptions page or by selecting the Unsubscribe link at the bottom of any email you receive from Carter’s | OshKosh B’gosh | Skip Hop.

     
    I forgot my username/password. How do I retrieve it?
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    You can have your username and temporary password sent to the email address on file by selecting the Forgot Username or Forgot Password link here or at the top left of our website pages, where the log-in module is located.

     
    How do you use my personal information?
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    We use cookies and other technologies to collect non-personally identifiable information for a variety of purposes, such as to improve the design and content of our website and to enable us to provide a more personalized experience when you browse our sites and keep you up to date on products, promotions, and other email communications that may be of interest. If you disable cookies you may not have access to some features on our websites.

    You may opt out of our promotional communications by following the instructions outlined in any communications you receive from us. Please note that we will always confirm your order and shipment status via email when you make online purchases with us. Due to lead time of direct mail, you may receive 1-2 additional mailings after your request is processed. We apologize for the inconvenience.

    For complete information regarding the usage or your personal information, please refer to our Privacy Policy.

    General Inquiries

    Where is Carter’s located?
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    Our corporate headquarters is located in Atlanta, Georgia. We also have corporate offices in New York City, NY, and OshKosh, WI.

     
    How does Carter's select children to photograph?
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    All of the children appearing in our communications are referred to us by modeling agencies. If you are interested in having your child model, we recommend that you contact a reputable local or national agency.

     
    How can I find out more about International business opportunities?
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    Please send us an email.

     
    I have a question about a Carter's product purchased outside the U.S. Whom should I contact?
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    For Carter’s and OshKosh inquiries, please send us an email. For Skip Hop inquiries, please fill out this form.

     
    How do I learn about career opportunities or apply for a job with Carter’s | OshKosh B'Gosh | Skip Hop?
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    We welcome inquiries from talented individuals who will work to build on the trust that generations of families have placed in Carter’s. To join our team, please view our current openings for opportunities in our corporate locations and retail stores.

    Skip Hop

    How do I clean my Skip Hop bags?
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    For your convenience, care instructions can be found on the inner tag of each item. And here are some general guidelines for a few of our most popular items:

    • Canvas bags (Duo, Dash, Via Messenger): Spot clean/hand wash with a damp cloth; mild detergent may be used; lay flat to dry (air dry only).
    • All other bags: Spot clean/hand wash with a damp cloth; mild detergent may be used; lay flat to dry (air dry only).
    • Toys: Spot clean with a damp cloth; mild detergent may be used. Do not submerge any items with batteries in water.
    • Playspot: Spot clean with a damp cloth; mild detergent may be used. Do not submerge in water, do not wash in dishwasher, do not weatherproof. Not designed for outdoor use.
    • Feeding (bottles, utensils, plates and bowls): Dishwasher safe.
     
    How can I clean the Pronto Mini Changer?
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    It's easy! For the removable changing pad: Clean with wet cloth only. Do not machine wash. For the canvas diaper pouch: Zip off the pouch and machine wash it, then hang to dry.

     
    Can I get a replacement strap or pad?
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    Yes you can! For any replacement parts, please fill out the form here.

     
    Do Skip Hop bags hold a lot of stuff?
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    They sure do! Our deceivingly streamlined bags come in shapes that were created to fit well on the back of a standard stroller, while also looking great as a shoulder bag. Even with this smaller profile, the bags still hold more than enough items for a day out with two children. All of our bags have a wide variety of compartments and zippered pockets specially designed to carry and organize all of the things a parent and baby needs.

     
    What kind of strollers do Skip Hop diaper bags work on?
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    Many! Our bags are designed to easily attach to any full-size stroller model, whether it has two separate handlebars or one long horizontal handlebar (such as on jogging strollers and most double strollers). Double strollers that have a middle handlebar will also work with our bags. For double strollers with only two handlebars spaced far apart, our bags will not attach via the stroller straps, but their particular dimensions will allow bags to be hung by the shoulder strap to achieve the right length.

     
    Does the Duo Double Bag fit on a single or tandem double stroller?
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    We do not recommend it. The Duo Double was designed and intended for use only with a double side by side stroller. It's not advisable to use it on a single stroller or tandem (front and back) double stroller.

     
    Will magnetic closures damage my credit cards and/or electronics?
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    Many Skip Hop bags have magnetic closures that make accessing things easier (and quieter) than Velcro or snaps. Rest assured that the magnets are too weak to damage most items, such as credit cards, digital cameras or transportation cards with magnetic strips.

    However, be careful with smartphones and tablets, as many have hard drives that are susceptible to damage by strong magnets. Check the user manuals for a magnet warning, and always keep these items in a case to be safe. Similarly, be careful with magnetized hotel room key cards, which can be sensitive. Keep them in your wallet or in a case, not floating in your bag where they may come in contact with the bag magnets.

     
    Where can I find assembly instructions for my item/
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    We've made it easy for you! Just go to the individual product page and look for the corresponding assembly instructions as a downloadable PDF. We have also included assembly instructions for all of our Skip Hop items here.

     
    Unauthorized Retailers and Counterfeits
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    Skip Hop's iconic and innovative designs have become a target for counterfeit manufacturers. While not always easy to detect, these products are made with inferior and potentially dangerous materials. We take this issue very seriously and are working to remove fake Skip Hop products from the market.

    To be confident that you are always buying authentic Skip Hop products, we urge you to buy from an authorized retailer. Please use our store locator to find a retailer near you. You can buy online at SkipHop.com. Amazon is also an authorized Skip Hop retailer, but many "Third Party Marketplace" sellers are not (even when the sale is fulfilled by Amazon). "Third Party Marketplace" sellers have been known to sell counterfeit products and are not covered under our warranty.

    Supported Billing Countries

    • United States
    • American Samoa
    • Antigua and Barbuda
    • Argentina
    • Aruba
    • Australia
    • Austria
    • Bangladesh
    • Barbados
    • Belgium
    • Belize
    • Bermuda
    • Bolivia
    • Brazil
    • Brunei
    • Bulgaria
    • Cambodia
    • Canada
    • Canary Islands
    • Cayman Islands
    • Chile
    • China
    • Columbia
    • Costa Rica
    • Curacao
    • Cyprus
    • Czech Republic
    • Denmark
    • Dominica
    • Dominican Republic
    • Ecuador
    • Egypt
    • El Salvador
    • Estonia
    • Federated States of Micronesia
    • Finland
    • France
    • French Guiana
    • Germany
    • Gibraltar
    • Greece
    • Grenada
    • Guadeloupe
    • Guam
    • Guatemala
    • Guernsey
    • Haiti
    • Honduras
    • Hong Kong
    • Hungary
    • Iceland
    • India
    • Indonesia
    • Ireland
    • Israel
    • Italy
    • Jamaica
    • Japan
    • Jersey
    • Kuwait
    • Latvia
    • Liechtenstein
    • Lithuania
    • Luxembourg
    • Macau
    • Malaysia
    • Maldives
    • Malta
    • Marshall Islands
    • Martinique
    • Mexico
    • Monaco
    • Montserrat
    • Morocco
    • Netherlands
    • New Zealand
    • Nicaragua
    • Northern Mariana Islands
    • Norway
    • Oman
    • Pakistan
    • Palau
    • Panama
    • Paraguay
    • Peru
    • Philippines
    • Poland
    • Portugal
    • Réunion
    • Romania
    • Russian Federation
    • Saudi Arabia
    • Singapore
    • Slovakia
    • Slovenia
    • South Africa
    • South Korea
    • Spain
    • Sri Lanka
    • St Eustatius
    • St Barthélemy
    • St Kitts and Nevis
    • St Lucia
    • St Maarten
    • Sweden
    • Switzerland
    • Taiwan
    • Thailand
    • Trinidad and Tobago
    • Turkey
    • Turks and Caicos Islands
    • Ukraine
    • United Kingdom
    • Uruguay
    • Venezuela
    • Vietnam