2. WHO ARE WE? RUUM is one of Americas top providers of kids wear. We are dedicated to bringing quality clothes for the younger family members at reasonable prices.

3. GREETING “Thank you for calling RUUM American Kids Wear. This is Jenny. May I ask to whom I am speaking with today?” CLOSING “Thank you for calling RUUM. We appreciate you choosing us. I hope you have a wonderful day.”

4. Placing Orders Agents will place orders in Speed Order 2.0 Source Code used on all orders: CALLS Payment Methods ****All major credit cards are accepted**** Visa, MasterCard, Discover and American Express Gift Cards are not eligible for online payment

5. UNITED STATES SHIPPING Shipping: RUUM ships to all 50 U.S. States, Territories and Possessions PO Boxes APO/FPO Address All orders are filled and shipped out of Pataskala Ohio’s fulfillment center Methods: FedEx USPS Priority Mail 2 nd Day and Overnight Delivery available within the Contiguous United States Time Frame and Rates: Standard 5-7 business days $7.00 shipping charge Expedited 3-5 business days $10.00 shipping charge Express 2-3 business days $15.00 shipping charge Rush 1-2 business days $20.00 shipping charge

6. Canada Shipping Methods: US Postal Service FedEx international Shipping (Expedited shipment only) Time Frames and Rates Standard 7-10 business days $12.00 shipping charge Expedited 2-3 business days $30.00 shipping charge Please Note: Duties, taxes and surcharges are not reflected in our online prices, and are shown is USD. The shipping carrier will charge the recipient (including gift recipients) all applicable duties, taxes and/or brokerage fees at the time of delivery. Duties and taxes are assessed by the local government based on their destination.

7. Return Policy Return Locations: Customer are able to returns orders to the fulfillment center Online Purchases by mail to the RUUM fulfillment center Requirements (Store and Online) Returns are accepted within 60 days of purchase date Items being returned must be unworn, unwashed and have all tags attached Original receipt or invoice must be present to receive a full refund on the original method of payment If receipt is not present during time of return a Merchandise Credit will be issued to the customer. (Merchandise Credits are only redeemable in stores) Canadian Returns We cannot process returns or exchanges on orders shipping to Canada. Refused packages at time of delivery will not be returned or refunded.

8. Returns By Mail Instructions : Customer must complete the return form on the packing slip and put this back inside the package they are returning A pre-paid return label is available for their use on the packing slip If a customer uses this label $5.95 will be deducted from their return The Pre-paid return label is optional; the customer can pay for their own return postage and receive a full refund Refund Process: Refunds will go on the original form of payment and does not include shipping fees Refunds can take approximately 2 weeks to complete If you're returning a gift and would like to receive a merchandise credit rather than the original purchaser's credit card refunded, please check off the appropriate box on the return form along with an email address. A Web Code will be sent to the e-mail address to use on a future order This process could take approximately 2 weeks

9. Appeasements & Adjustments Appeasements: Agents have a $25.00 appeasement limit Anything above this amount needs to approved by one of your Team Leads Appeasement Reasons Replacement Orders Shipping and Handling Charges Extreme Circumstances Price Adjustments: Price adjustments are honored within 7 days of purchase on full price selling merchandise only. If the item was bought in store advise the customer to take the item and the receipt to their local store for an adjustment

10. RUUM Loyalty Program How it works: Customers earn a point for every dollar spent $1.00 equals 1 point Once a customer reaches 200 points they will receive a $10.00 gift card Points are earned for in store and online purchases Online points are not automatically added to a customers profile Process to apply loyalty points for an online purchase: Agent must fill out google doc for loyal program. Information needed: Customer’s name Loyalty Card number (do not include Pin number) Order Number Sub total of order Customer Email Agent Amount  Customers will see their points reflected in their account in 2 weeks  Customers will not be contacted informing them of when their points are applied for their online purchase

11. Reporting Errors Website Errors Notify your Team Lead or Supervisor immediately of any website errors: Wrong Pricing Checkout errors Item errors