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Transportation Methods for Product Returns

Determine the best method for returning material to Kaplan or the vendor. While reviewing how we shipped the product/order to the customer can help determine what method is required for the return, it is best to review whether the item(s) are TRUCK item(s) or UPSable item(s). Also consider how many items are to be returned and whether the collective group requires an LTL return method.

Company Paid –

UPS (United Parcel Service) – UPS requires ARS (Authorized Return to Shipper) tags to accompany all product returns. Complete and send electronically from UPS or create the tag in UPS Worldship and print to the label printer. Include Product Return Instructions document, ARS tag information, list of items to be returned. ARS tags must be used within 10 days.

LTL (Less than Truckload) – Customer receives an instruction letter, list of items to be returned, labels as needed (NOT UPS). The LTL carrier contacts the customer to establish an agreed upon schedule for pick-up. The LTL instruction packet is faxed or e-mailed to the customer and typically occur within 3 days. Submit the Authorized Return – Pick Up Freight request to traffic. If needed, the Traffic Department is your source for any details related to the pick up status.

*Customers are required to print UPS Labels, LTL labels and also print 2 copies of the Bill of Lading (BOL) (LTL only) received from our traffic department.

Customer Paid –

If a customer miss-orders, over orders, elects not to keep products or funds are no longer available, then the customer is responsible for returning the product to Kaplan. Please refer them to their local UPS or USPS office, where they are highly encouraged to send with tracking, or their local LTL carrier to arrange the return. Send the customer the “customer pays” document.

Where does the return need to go, or does it need to be returned?

Where did it come from: was this item a drop ship?

Check to make sure the product shipped from Kaplan’s warehouse. Only in rare circumstances should a drop ship be returned to Kaplan. If the item is a drop ship, connect with the vendor to secure return authorization. Ensure the customer has the correct return to address.

It is not a drop ship; does it physically need to be returned?

                Returns can be expensive; therefore, not all returns need to be physically shipped back to Kaplan or the vendor. When dealing with damaged and defective items, please inquire with our Quality Assurance team to determine if the item needs to come back. If the product can be repaired or used for parts, then it might be worth returning the unit/item. Consider if the cost of the return freight outweighs the value of the item (re-sellable).

 

Kaplan’s return address:

Kaplan Early Learning Company

Returns RMA ######

1310 Lewisville-Clemmons Rd

Lewisville NC 27023

336-766-7374

 

The vendor will provide you with their return address when handling returns of a drop ship item.

 

Return Instructions – THESE statements can be shared with the customer

To ensure your return is processed quickly and accurately, please complete the following steps:

  1. Print Your Return Label
  • Print the prepaid return shipping label provided by our team (when company paid).
  • Attach the label securely to the outside of the package.
  • Important: Remove or completely cover any old shipping labels to avoid carrier confusion or delays.
  1. Package the Materials Securely
  • Repack the item(s) in the original packaging whenever possible.
  • If original packaging is not available, use sturdy boxes and sufficient packing material (bubble wrap, packing paper, etc.) to prevent movement or damage during transit.
  • Ensure all parts, pieces, and accessories are included (if applicable).

Proper packaging is essential to prevent additional damage in transit, which could impact credit eligibility.

  1. For LTL (Freight) Items Only

If your item ships via LTL (Less-Than-Truckload) freight:

  • Print 2 copies of the Bill of Lading (BOL) provided.
  • Provide the BOL to the freight driver at pickup.
  • Ensure the item is securely packaged.

If you need assistance scheduling a freight pickup, please contact us.

  1. Schedule Pickup or Drop Off
  • For small parcel returns (UPS/FedEx), hand to the driver during their normal delivery to your location, drop off at the nearest carrier location or schedule a pickup.
  • For LTL freight, confirm the scheduled pickup date and ensure someone is available at the time of pickup. Have the printed BOL available.
  1. Keep Documentation
  • Retain a copy of the tracking number (parcel) or signed BOL (freight) for your records.
  • Credits will be processed once the return is received and inspected.

If you have any questions about packaging, labels, or pickup, please contact us before shipping to avoid delays.

Thank you for your cooperation!