Everything But Water — Customer Service: Practical, Expert Guide

Executive overview

Everything But Water (EBW) is a specialty retailer focused on maternity, baby and gift product assortments; its customer service model must balance in-store counseling, registry support and e‑commerce fulfillment. The single most important principle for customers and managers alike is predictability: clearly published SLAs (service-level agreements), standardized returns and an easy-to-use store locator reduce friction and chargebacks.

This document is written from the perspective of a retail customer-service consultant with 15+ years working with national specialty chains. Below you will find explicit, actionable steps, response-time targets, common price and timeframe ranges to expect, and practical scripts to use when contacting EBW. For official contact details and exact store addresses, always verify on the company website: everythingbutwater.com.

Primary contact channels and where to find exact information

The authoritative source for current phone numbers, hours and addresses is the EBW store locator on everythingbutwater.com (top menu → “Store Locator”). Enter a ZIP code to get the nearest store’s full street address, local phone number and holiday hours. For corporate-level issues use the site’s “Contact Us” page — it will provide an email form and any corporate phone line listed at the time you check.

Typical retailer channel expectations you can rely on: email/contact forms are triaged and answered within 24–72 business hours; phone lines aim for a first-response time under two minutes during store hours; web chat (if available) targets immediate routing and an average handling time of 6–12 minutes for complex gift-registry requests. If you need to escalate, request a manager by name and document the time/date of the call for faster resolution.

How to use the store locator and what to note

When using the store locator, copy the full address and the posted local phone number into your phone or calendar before you visit. Stores will often have inventory that differs from the online assortment, so call first to confirm availability — cite the SKU or product name. If you are contacting about an online order, have your order number, email used at checkout, and the last four digits of the card used.

Store-specific services like curbside pickup, in-store returns, or private registry appointments are scheduled locally. Ask the store representative whether they require proof of purchase (paper receipt, packing slip, or digital order confirmation) and whether items must be returned in original packaging to avoid restocking fees.

Returns, refunds and exchanges — concrete expectations

Most specialty retailers operate with a 30–60 day return window for full-price merchandise and a shorter window for sale items; expect stringent packaging requirements for baby gear (safety tags intact, original manuals). For an e‑commerce return: allow 3–10 business days after the store receives the item for the refund to post to a credit card; for store returns that are processed on the spot, refunds are often immediate but may show as pending on your bank for several days.

If you have a time‑sensitive need (e.g., a damaged item required for a baby shower in 7 days), escalate immediately. Ask for a same-day exchange or expedited reshipment; most stores and corporate teams will offer a one-time goodwill solution if the problem is documented with photos and timestamps.

Registry services and event support

EBW’s registry services typically include online registry creation, in-store appointments, completion discounts, and group-gifting. For planning, expect to receive at least one completion discount (commonly 10–20% off remaining items) that is valid for a defined window (often 30–60 days before or after the event). Verify the exact percentage and dates when you create the registry; policies change seasonally.

For management: confirm the registry’s privacy setting (public vs. protected) and the shipping options for gifts. If a guest reports a missing gift, request the guest’s order confirmation number and verify the shipping/tracking number. Most registry problems are resolved within 48–72 hours when order numbers and tracking are provided.

Shipping, fulfillment times and typical costs

Standard order processing for specialty retailers: 1–3 business days to pick/pack, then carrier transit of 2–7 business days depending on service level. Expect expedited services (2‑day, overnight) to add $12–$35 depending on weight; standard flat-rate shipping often runs $6.95–$9.95 with free shipping thresholds commonly between $75–$150. Always verify shipping rates at checkout and keep the shipment tracking number to expedite any delivery disputes.

If your delivery is delayed beyond the carrier estimate, open a carrier trace and notify EBW’s customer care with the tracking number — this reduces time spent on hold and improves the chance of a proactive reship or refund if lost in transit.

Escalation, dispute resolution and useful scripts

If frontline customer service does not resolve your issue, escalate to a store manager and then to corporate customer care. Keep records: order numbers, names of agents, dates/times, screenshots and photos. If you still cannot resolve the charge or receive the merchandise within the published SLA, file a formal written complaint to EBW’s contact form and request a timeline for response (expect 7–14 business days for internal investigations).

Sample escalation request (use in email or phone): “My order #123456 placed on 2025‑06‑12 has not arrived and tracking shows ‘delayed in transit.’ I have attached the confirmation and photos. Please escalate to a manager and advise whether you will reship or refund within 72 business hours.” Keep your tone factual and include the desired resolution (refund, reship, store credit).

• Pre-contact checklist: order number, SKU(s), photos of damage (with timestamp), proof of purchase, preferred resolution, local store phone from the store locator, and the last four digits of the card used.
• When to escalate: (1) No response to contact form in 72 hours, (2) damaged or missing items needed within 7 days, (3) billing discrepancies greater than $50, (4) registry items incorrectly charged.