Create an Account       Log In       Become a Member

National Federation eStore Frequently Asked Questions

You are here

eStore FAQs

1. When will my order ship?

2. How long will it take for my order to arrive?

3. How do I track my order?

4. My order never arrived.

5. An item is missing from my shipment.

6. When will my backorder arrive?

7. How much is my shipping?

8. I received the wrong product.

9. What is your return policy?

10. How do I return my product?

11. What are my payment choices?

12. How do I use a coupon?

13. Can I cancel an order I just placed?

14. Do you ship internationally?

15. Do you accept purchase orders?

16. How do I contact you?

17. Correction of errors or inaccuracies.

18. Security

19. Thank you for your purchase.


1.     When will my order ship?

Orders are typically shipped out within 2 business days from order receipt. If you need the items shipped out sooner, please call us at 240-403-1901 and we will make every effort to get it out for you that day.   You will receive tracking information via email as soon as order is shipped.

Back to top

2.     How long will it take for my order to arrive?

After the order has shipped, delivery occurs on average within one to seven business days (based on your location within the United States). Because we are based in Rockville, MD, our east coast orders take approximately 1-3 days, while west coast orders take approximately 5 business days. International and Canada orders will take on average 5-10 business days. You can go to the United States Postal Service website at and select calculate time to estimate your shipping time.

Back to top

3.     How do I track my order?

Once your order has been shipped, you will receive tracking information via email. You can go to the United States Postal Service website at and enter the tracking number to track your order.

Back to top

4.     My order never arrived.

All of our packages will be shipped out via United States Postal Service. All packages will be left at your residence without requiring a signature.  If your order is over $100, insurance will be added to your package.  If United States Postal Service’s website claims it has been delivered and you have not received it, you are responsible for contacting the shipping company and filing a claim.

Back to top

5.     An item is missing from my shipment.

If there was an item left out of your order, we will send the item(s) to you via United States Postal Service.  If you need the item(s) faster, you will be responsible for paying the difference between United States Postal Service and the faster shipping service (overnight, second day, 3 day). We will not reimburse you for any shipping costs should you choose not to keep the item.

Back to top

6.     When will my backorder arrive?

We make every effort to keep products in stock at all times. Backordered products are typically re-stocked within 1-4 weeks, depending on the location of the product's supplier. We apologize for any inconvenience. If you order an item that is backordered, the item will ship the same day it arrives to us. If you have ordered other items besides the backordered item, those items will ship immediately and then the backordered item will ship when it arrives at no additional cost to you.

Back to top

7.     How much is my shipping?

Shipping is automatically calculated prior to submitting your payment information.  Simply add items to your car and proceed to the Checkout page where you will be offered shipping method choices and their cost.

Back to top

8.     I received the wrong product.

In the event that a problem with your merchandise is the result of our error, we'll pay return shipping costs for an exchange (no charge to re-ship your correct item). If your item is damaged, we will arrange to have a replacement item re-sent via United States Postal Service.

Back to top

9.     What is your return policy?

Items, other than clearance items, may be returned for an exchange or refund of the product’s cost within 15 days of purchase, as long as all items are contained in the original packaging. Items for refund or exchange must arrive in their original condition. For any item that is exchanged or refunded, the customer will be responsible for paying the shipping costs to ship the new product to them or return the product. Please allow 5-7 days after we receive the return for the credit to appear on your credit card, if you are requesting a refund.

Back to top

10.  How do I return my product?

For your protection, we suggest using a shipping service that provides tracking information, delivery confirmation, or signature-required delivery for breakable and high value returns, and that you insure the package for the value of the item(s) enclosed when return an item(s). We cannot accept returns of items that do not have their original packing slip(s) or are not returned within 15 days of the date it was ordered. You can return the merchandise to: 

National Federation of Families for Children’s Mental Health

9605 Medical Center Drive, Suite 280

Rockville, MD  20850

Back to top

11.  What are my payment choices?

We accept MasterCard, Visa, American Express, checks and money orders. If you’d like to pay by check or money order, please contact us at 240-403-1901.

Back to top

12.  How do I use a coupon?

Coupons and promotions are limited to a time period and cannot be applied to previous orders, only new orders. Each coupon code is valid for one use only.  You cannot use multiple coupon codes at the same time. Enter the coupon code at the bottom of the checkout form and the discount will be applied upon checkout.

Back to top

13.  Can I cancel an order I just placed?

An order may be cancelled before it is mailed out. All order cancellations must be placed over the phone. If you placed an order and want to cancel it, call us at 240-403-1901. We do not receive order cancellations via email.

Back to top

14.  Do you ship internationally?

Yes. For all orders placed outside the US, you will be responsible for any government/duty charges that your government charges when the package is delivered to you. You can check with USPS to see what those charges will be before you place your order. You will have to pay those fees before the shipping company will release the merchandise to you.  If we ship the product to you and you refuse the package, you will be responsible for not only paying the shipping charges for us to ship your package to you but also the shipping charges for the package to be returned to us.

Back to top

15.  Do you accept purchase orders?

Purchase orders are accepted. Please contact us by phone or e-mail for detailed instructions using purchase orders. Purchase orders should be emailed to Once a purchase order is received, we will send you an invoice for the order. Your order will ship once full payment is received.

Back to top

16.  How do I contact you?

Please contact us at 240-403-1901 or for any questions or concerns. Our hours of operation are Monday through Friday from 9:00 am to 4:00 pm Eastern Time (EST). You may also contact us by mail at: 

National Federation of Families for Children’s Mental Health

9605 Medical Center Drive, Suite 280

Rockville, MD  20850

Back to top

17.  Correction of errors or inaccuracies.

The information on this website may contain typographical errors or inaccuracies due to human error. We, therefore, reserve the right to correct any errors, inaccuracies or omissions and to change or update information at any time without prior notice. Please note that such errors, inaccuracies or omissions may relate to product description, pricing and availability. We apologize for any inconvenience this may cause you.

Back to top

18.  Security

This website is protected with SSL (secure socket layer) encryption, the highest standard in Internet security.

Back to top

19. Thank you for your purchase

Proceeds from our online store sales enhance mission-driven services and products provided by the National Federation of Families for Children’s Mental Health.

Back to top