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FAQ

Product Questions

  • When is the best time to start?
  • How do I get started?
  • What should I do if my child is not focused on the videos?
  • Should I allow my child to watch television?

Order Questions

  • How do I contact Customer Service?
  • Can I call to place an order?
  • Can I pay by check or money order?
  • Where does my order ship from?
  • I don’t see my country listed? What do I do?
  • How long will my order take to reach me?
  • Are the products I see on other websites authentic or counterfeits?
  • What shipping options do you offer?
  • How do I get a shipping quote?
  • I am overseas and wish to get a special shipping rate. What do I need to do?
  • Does my billing address have to match the address on file with my credit card number?
  • Do you have a coupon code?
  • I did not receive a shipment confirmation email.
  • How do I find the status of my order?
  • How can I track my package?
  • How can I cancel my order?
  • I ordered the wrong item by mistake, can I return it?
  • I received my order but the order is not correct.
  • I am not going to be home to accept delivery of my purchase. What can I do?
  • placed my order on Saturday and still have not gotten an email on the status of my order.
  • I ordered with UPS ‘Next Day Air’ on Friday before 4:00 PM Eastern Time, but did not receive my item until Monday.
  • I never received my shipment.
  • What is your return policy?

 

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Product Questions

 

When is the best time to start?

The earliest recommended time to start is when your baby has visual tracking – the ability to follow moving objects with the eyes. This is at around three months of age. The earlier a child learns language skills, the better. If your child is five years old, it is still better to start now than when your child is six years old.

How do I get started?

Please start as soon as you can. Regardless of your child’s age, please start with Volume 1 (if you have American English or Vietnamese, select the Volume 1 Classic version first). Make sure that your child is in an upright position, close enough to see the television screen, and comfortable. You may want to have your child seated on your lap and gently encourage him or her to participate in the activities presented in the video.

Play with words using the Lift-the-Flap Books, Sliding Word Cards, Milestone Cards, Teaching Cards, or any other materials in your kit. Make sure your child can see the words, and point to each word from left to right as you say it. Try doing some of the games on the Teaching Cards box. Each volume is color-coded, so start with the blue video, book, and word cards. Look at the Product Use Guide included in your kit, and download your digital copy of Dr. Titzer's Guide to Early Learning for more information about the best way to use each product and for more word game suggestions.

What should I do if my child is not focused on the videos?

If your child is not initially focused on the videos, there are many different strategies that you can use to help your child focus in a fun, stress-free manner. We strongly recommend that you reduce the amount of TV that your child watches so using Your Baby Can Learn! will be a more novel activity for your child. Sometimes it helps to have your child watch the videos early in the morning, before or after a nap, or after physical activity. Depending on the age of your child, you may want to have your baby seated in a highchair and feed your child while he or she is watching. We also suggest that you remove distractions from the room before watching the videos. Here are some suggestions you can try:

1. Focus on the videos as you watch them with your child, saying the words appropriately, answering the questions, and doing physical actions. In other words, model the behavior that you want your child to learn by participating appropriately. If your baby is in the mood, help her do physical actions that correspond to the words.

2. Please try dimming the lights while your child is watching the videos. This could help your child focus on the screen rather than other objects in the room. This is similar to when adults are in a dark cinema – we are more easily able to focus our attention on the screen instead of paying attention to the people or objects around us.

3. Remove distractions from the room before playing the videos. This includes toys and other objects that may hold your child’s attention. Please remove the distractions well before playing the videos. Also, please remove toys while your child is not watching you, or he may get upset looking for missing toys.

4. Try playing the videos while your baby is seated in a bouncy seat, high chair, or some other secure seat.

5. Try playing the videos shortly before or after your child sleeps.

6. Please reduce or eliminate entertainment-based television or videos. Make watching television a rare occurrence for your baby.

7. Your child may become more familiar with written words and have an increased interest in watching the DVDs if you are also using the Teaching Cards, Lift-the-Flap Books, Sliding Word Cards, or any of the other products that include the same words shown in the videos. You may also help your child become familiar with these words by printing them on paper, whiteboards, chalkboards, electronic screens, Magna Doodles, or other materials.

8. It is fine to watch for a few minutes many times a day. Don’t start at the beginning of the videos every time. Please start where you left off or jump to the next chapter.

9. Switch from watching the Classic version to the Newer version even if your child has not watched the Classic version for the recommended amount of time. Watching a new video should increase your child’s interest for a while.

10. While this is not my preferred method, it may help in some cases to leave the television playing a Your Baby Can Learn! DVD while your child is playing or eating. Even if your child is not focused on the video, she may still benefit if she looks and listens part of the time. The primary reason for this is that young infants have many more new language synapses – new brain connections related to language – than children who are age 4 or older. This means that your baby won’t need to make an intentional effort to learn.

11. Some parents do physical activities with their babies right before watching the DVDs. You may also want to go outside before or after watching the videos.

12. If your child can see a screen while in the car or other locations, showing the DVDs at this time may help keep his interest.

Should I allow my baby to watch television?

I have been speaking out publicly against babies and toddlers watching entertainment-based TV for more than 15 years, which was before the American Academy of Pediatrics issued their statement and long before other groups began speaking out against babies watching TV. I have always been against parents showing too much television or mindless shows to their babies and toddlers. I originally made the first videos for my daughters because I did not want my own babies to watch entertainment-based TV shows or videos.

More than 20 years ago, as a busy parent who was working full-time and attending graduate school, I created the original videos that became Your Baby Can Learn! for my own babies because I found that there were times when we were too busy to give them the amount of verbal stimulation that I believe babies need. The same was true when my daughters were at the babysitter’s house or in the car, so we also used the videos to help them learn language skills in these situations.

In spite of my opposition to babies watching most television, in my view it is not the television that is the problem in most cases. Rather, it is the content the babies are watching (entertainment-based versus educational) and how babies are watching (passively versus actively) that causes many problems. When used properly, a television can be a multisensory device that provides valuable information.

Some people state that infants should not watch television because there is a “video deficit” where infants don’t learn as much from watching a video as they do from a person. However, it depends on the concept being taught, what is on the video, and the other options available. For example, if a child is learning about an elephant, it is better to see an elephant in person than on a video. In person, the child could see, hear, and smell the elephant. However, a video of an elephant may provide information about how an elephant moves or sounds that isn’t available in a photo. Drawings often don’t give accurate information about animals, but people generally don’t complain about a “drawing deficit” in children’s learning. Television may actually be better to deliver some information than other mediums when used educationally and in a positive way. Of course, it can also be used to show uninformative entertainment-based shows, and it can be overused.

—Dr. Titzer

Any other questions?

If you have Dr. Titzer's Guide to Early Learning, this book will likely answer any other questions you have. You can consult it for viewing schedules, tips for how to use the products, and more FAQs. Look at your Product Use Guide for more information and to see how to download your digital book.

 

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Order Questions

 

Before Ordering

How do I contact Customer Service?

By email: orders@infantlearning.com

By phone: +1-865-379-5505 between the hours of 8:00 AM to 5:00 PM, Monday through Friday, Eastern Time in the USA (13:00-22:00 GMT).

Can I call to place an order?

Yes, you can call 1-865-379-5505 between the hours of 8:00 AM to 5:00 PM, Monday through Friday, Eastern Time in the USA (13:00-22:00 GMT).

Can I pay by check or money order?

Yes, you can pay by check or money order (checks or money orders must be drawn on US banks in US dollars only). Please print out your order along with sales tax (if any) and include your shipping charges in your order total. Payments made by money order will process immediately upon receipt. Payments made by check will need to clear the bank before the order ships (please add about 3 days from the time we receive your check until the check clears before the order will process).

Please mail your check or money order to:

Infant Learning Company

PO Box 1106

Louisville, TN 37777

Where does my order ship from?

The majority of our orders ship from our warehouse in Louisville, Tennessee, USA. We do ship some European orders from the United Kingdom or from Germany in order to reach our European customers faster and to reduce the shipping costs. For orders sent to Europe, we are currently paying any customs charges in almost all cases.

I don’t see my country listed? What do I do?

If your country is not listed in our drop-down menu, it is because we have an exclusive distributor located in your country. We do not compete with our exclusive distributors, so we cannot take your order. You can find a list of our exclusive and non-exclusive distributors here. You can contact us via email at orders@infantlearning.com for more information.

How long will my order take to reach me?

The time it takes for your order to reach you depends on the service that you have chosen for the shipment.

Within the United States:

United States Postal Service (USPS) Priority shipments are typically received in 3-5 business days. United Parcel Services (UPS), ground shipments usually reach most continental locations within 7-10 business days or sooner. Media Mail is a shipping class of the United States Postal Service. It is a cost-effective way to send educational materials, but it can take longer than other shipping classes. It typically takes between two and eight days to deliver.

Outside the United States:

Most overseas shipments take about 6-10 business days, but this does not include any time the package may spend clearing customs. For orders sent to Europe, we are currently paying any customs charges in almost all cases.

If you have a problem receiving your order, please contact us and we will check on the shipment and make sure the package reaches you.

Are the products I see on other websites authentic or counterfeits?

Our programs are very popular and we are aware of many sites that sell counterfeit copies. It can be very difficult to tell which programs are authentic because the counterfeiters generally copy the images from our actual products. We have received customer emails (after purchases of products that have been counterfeited) where they tell us that words are misspelled, flaps do not open, and/or the sliding cards don’t slide to reveal the images, etc. While we continually work to identify and stop counterfeiters, you can only be certain that you are purchasing genuine products by shopping on our website or the websites of any of our official distributors or wholesalers. You can find our distributors here.

 

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During Ordering

What shipping options do you offer?

United States Postal Service (USPS)

priority mail media mail (economical)

United Parcel Service (UPS)

UPS Ground (economical) UPS 3 day select UPS 2nd Day Air A.M. UPS 2nd Day Air UPS Next Day Air Saver UPS Next Day Air Early A.M. UPS Next Day Air

DHL Express

Express 12:00 Express Worldwide

FedEx (coming soon)

How do I get a shipping quote?

Our online shopping cart will provide you with shipping quote options when you accurately enter your shipping information and before you pay for your order.

I am overseas and wish to get a special shipping rate. What do I need to do?

Email us with both your order details and your ‘ship to’ address. We will then send you a shipping quote. If you agree to the shipping costs, we will send you a PayPal invoice. Once we have been notified of the completion of the payment transaction, your package will be sent to you.

Does my billing address have to match the address on file with my credit card number?

Yes, if your credit card billing address does not match the billing information, your order will be rejected. After it is rejected 3 times, your IP address will cause you to be locked out and you will not be able to place an order in our system. You will need to contact your credit card company to find out how to prevent this error before you will be able to reorder. If this happens to you, you should call us or email us at orders@infantlearning.com with your order details after talking with your credit card company.

Do you have a coupon code?

Sometimes we do run specials and offer coupon codes. Check our home page for any sales or coupons.

I did not receive a shipment confirmation email.

This is usually caused by the ‘ship to’ email address not being entered or being entered incorrectly. The automated software can’t send you an email if the field is empty or if there is an error in your email address. If this happens to you, please send us an email and we will send you the confirmation information along with your tracking information.

 

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After Ordering

How do I find the status of my order?

You will receive an email once the shipment has been sent which will include your tracking information. If you do not get an email, please check your ‘junk mail’ folder to make sure that it is not there. If you still can’t find it, please email us and we will be more than happy to check on the status of your order.

How can I track my package?

USPS Orders: you can call 1-800-275-8777 in the United States or track online at: https://www.usps.com/

UPS Orders: you can call 1-800-742-5877 or track online at: http://www.ups.com/WebTracking/track?loc=en_US

How can I cancel my order?

You can either call us at 1-865-379-5505 (from 8:00 AM until 5:00 PM Eastern Time in the USA – 13:00-22:00 GMT) and leave us a voicemail or email us at orders@infantleaning.com. Orders can be canceled at no charge if we receive the request before the shipment is sent.

I ordered the wrong item by mistake, can I return it?

Yes, this does happen. Just read our return policy and return your item along with a brief note telling us why you are returning the package. Upon receipt of the returned item, you will be credited the cost of the item and taxes (if applicable). The shipping costs will not be refunded.

I received my order but my order is not correct.

You can call us at 1-800-379-5505 Monday – Friday from 8:00 AM – 5:00 PM Eastern Time in the USA (13:00-22:00 GMT) or you can email us with the reason for your return. We occasionally make mistakes, and if the order mistake was our fault, we will correct the problem at absolutely no charge to you.

I am not going to be home to accept delivery of my purchase. What can I do?

UPS Shipments: You can call UPS at 1-800-742-5877 and make arrangements to pick your package up at UPS or have it delivered to a different address. USPS Shipments: You can call USPS at 1-800-275-8777 to find out about holding your package until you can pick it up.

I placed my order on Saturday and still have not gotten an email on the status of my order.

We ship orders Monday through Friday. Orders taken after 4:00 PM Eastern Time (21:00 GMT) on Friday will not be shipped until the following Monday.

I ordered with UPS ‘Next Day Air’ on Friday before 4:00 PM Eastern Time, but did not receive my item until Monday.

UPS does not deliver on weekends. Please consider choosing USPS for weekend deliveries (please check the carrier’s delivery schedule before paying for upgraded services).

I never received my shipment.

Please track your package to see if the carrier has it listed as delivered. Please check with all family members, neighbors, your postal carrier, or local post office to make sure that no one else has picked up the package without your knowledge. If you have checked with everyone and still can’t find your package, please contact us and we will start an investigation with the carrier to locate your package. We may need to reship if the package has been identified as lost. We may need to contact you to make sure that we have a ‘safe’ ‘ship to’ address, so the second package does not get lost, too.

What is your return policy?

Click here.

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© 2016 Infant Learning Company. All Rights Reserved. Dr. Titzer and the Infant Learning Company are not affiliated with the company Your Baby Can, LLC.