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Frequently Asked Questions
Listed below are the answers to some of the most popular questions about delivery and orders. If you are unable to find an answer to your question here, then please get in touch.
On this page:
Trade Resellers / Distributors
Caring for Our Products
Q: How sustainable are your products and packaging?
A: Being environmentally aware and making eco-conscious decisions is part of who we are and informs our product development in many ways. We have been working hard to reduce waste, plastic and our carbon footprint, while increasing the use of sustainably sourced materials:
- All wooden products are crafted from sustainably sourced wood.
- Our product boxes are made from recycled card.
- No plastic is used in our packaging except for shrink-wrapped card products. However, this is being phased out with each new production run and we hope to be plastic-free by the end of 2024.
- All our stone resources are made from a stone composite & resin mix are designed and tested to be durable and long-lasting.
- Our stone and wooden resources are guaranteed for five years providing they have been properly cared for (our stone resources can be used outside and inside in all weathers but our wooden resources should not be submerged in water or used outdoors in wet weather conditions).
- All other resources that have been used for the purpose intended are guaranteed for 12 months.
Q: How do I clean my Yellow Door Resources?
A: Our robust range of early years resources can be cleaned time and time again!
Click here for more details.
N.B Our wooden resources must not be submerged in water or used outside in wet weather conditions.
Apps
Listed below are the answers to some of the most popular questions about our apps. If you are unable to find an answer to your question here, then please get in touch.
Q: How do I download an App?
A: After you’ve bought a device license from the Yellow Door website, we will email you with links and instructions to download, install and activate your App.
You can download our Apps via Apple or Google Play stores; however, you will still require a device license to activate the App.
Please note that our Apps are only available in the UK Google Play and Apple App Store regions of UK, USA & Australia.
Some iPad versions can only be purchased separately via the App Store, click here for more details.
Q: Do I need to pay a subscription fee?
A: No! You pay a one-off device license fee, which covers general updates. We aim to support Apps for 5 years from the date of download.
Q: What is a device license?
A: To access and use our multi-platform Apps, you must purchase a license.
Tablet and desktop technology:
We offer two types of device licenses:
- One Device – gives an unlimited number of users access to our Apps on a single Device.
- Six Devices – Our 6-device license is ideal for group use. This enables you to download and activate an App on up to six devices, which do not have to be the same type (three tablets and three Windows laptops, for example).
Tablet and desktop device licenses are available for purchase on our website or by our authorized resellers. If you have any questions regarding which license you may need, please contact us.
iPad Versions – some of our Apps are no longer included in the multi-platform license and must be purchase directly via the Apple App Store. Please click here for the full list.
Digital Tables & Large Screen Technology
- Licenses can be purchased via our approved resellers. Please contact us for a list of resellers.
The terms of use for each device are subject to our End User License Agreement.
Q: Which iPad Versions are no longer included in the multi-platform (Android/Windows/Mac) license?
A: Due to changes to the App Store guidelines, you can no longer purchase a device license on Yellow Door for the following iPad Apps.
| Letter Recognition | Letter Formation | Pre-Writing |
| I-Spy Initial Sounds | Initial Sounds Bubbles | Find the Rhyme |
These Apps can be purchased directly on the Apple App Store, however all other iPad Apps function as part of the multi-platform license.
Q: How do I activate my App?
A: Please follow these steps:
- To activate an App, you must purchase a device license for the App from our website. An account with a username and password will be created for you at the checkout.
- You will then receive an email with details on how to access your account and the download links needed to install the App on your device(s).
- Once installed on a device, the first time the App is opened, enter your account username and password (created in step 1) to activate it. That’s it! You’re ready to go!
N.B Activation is not required for Apps purchased directly on the Apple App Store – click here for the list.
Q: Will the Apps work on my device(s)?
A: Our Apps work on the following devices:
- iPads running iOS 11 or later.
- Android tablets running Android 6 (Marshmallow) or later.
- Windows desktops and laptops running Windows 10 or later.
- Apple Mac desktops and laptops running macOS 10.12 (Sierra) or later.
- Interactive whiteboards and large screens connected to a desktop/laptop are supported.
- Please contact us to discuss compatibility for Digital Tables and other devices, such as standalone whiteboards and large screen technology.
The Apps are not available in the Amazon App Store on Kindle Fire devices.
Please contact us if you have a question about your device(s) and compatibility.
Q: Do the Apps work on Digital Tables?
A: Yes! Most of our Apps have enhanced functionality with 2 modes designed specifically for digital tables:
- Horizontal – multi-user format – ideal for group use.
- Vertical – single large screen format.
Please note that our Come Alive Series operates in vertical mode only.
If you would like a device license for your digital table, please get in touch with your digital table reseller or contact us.
Q: Does a multi-device license allow me to use an App in more than one setting?
A: No, our multi-device licenses are site specific. If you want to use our Apps on a second site, you will need to purchase an additional device license(s) for this site.
Q: Can I request to be invoiced when purchasing Apps?
A: If you are a public school, Head Start, state or local government agency you can pay by invoice, however, there will be a delay to activate the content while this is authorized. For any queries, please contact us.
Q: Why do I need an account?
A: Your account allows you to activate the Apps for the device license(s) you have purchased. If you have purchased from us before, you may already have an account that you can use. Your account will also allow you to see how many device activations you have remaining.
Q: I’ve lost my account details how can I find them?
A: If you have forgotten your password, you can reset it. If you have forgotten your username or are not sure which email address is associated with your account, please contact us.
Q: Does my device need to be connected to the Internet?
A: Your device will need to be connected to the Internet to allow you to download, install and activate an App. Once activated, you do not need an Internet connection to use the App but will require internet connection to install software updates from time to time.
Q: Can I buy and manage your Apps through Apple School Manager?
A: All our Apps can be installed with Apple School Manager. Unfortunately, our licensing system does not integrate directly with Apple School Manager so each iPad must be activated individually.
Some iPad Apps can be purchased directly from the App Store via Apple School Manager, please note, these Apps are available as a single device license only.
Q: Can I move my App to a different device?
A: Yes, however, you will first need to deactivate the App on your current device. This can be done by following these steps:
- On the device where the App is currently installed, select the key icon at the top of the App’s main menu.
- Enter your username and password and select the deactivate button.
- Once deactivated, uninstall the App from the current device.
- Install the App on the new device. For ease, App store and download links can be found in the Apps section of your Yellow Door Account
- Once installed on your new device, open the App, and enter your username and password to activate it.
Q: I’m unsure if this is the App I want, can I download a trial or demo?
A: Unfortunately, we are unable to offer a demo function. However, we do have detailed videos for each App which can be accessed on each individual App page of our website or on YouTube to help your decision-making process.
Digital table and large screen users should contact their resellers for further information.
Delivery
Q: When will my items arrive?
A: Orders placed on the website will usually be dispatched within 5 working days, but we reserve the right to ship products at a later date (up to 28 days after purchase). We will presume that any person at the delivery address on your order has the authority to receive the Goods on your behalf.
Q: How much does delivery cost?
| For customers in the 48 contiguous states, delivery charges are: | |
| Orders up to $50 | $7.50 |
| Orders of $50-$100 | $10.00 |
| Orders over $100 | 10% of order value |
| For customers in AK or HI, delivery charges are: | |
| Orders up to $60 | $15.00 |
| Orders over $60 | 25% of order value |
For customers outside of the USA, please contact us for a shipping quote
Ordering
Q: I don’t think I have an account with you. Do I need one before I place my order?
A: No. When you place your first order with us, we will set up an account for you. Please ensure you provide the correct contact details including email, billing, and shipping addresses.
Q: I’m a parent/private individual – can I order from you?
A: Absolutely yes! Please note that you will be required to pay for goods at the time of ordering and this can be done securely online. We accept all major credit and debit cards as payment, however we are unable to accept payments by American Express.
Q: I’m ordering for my public school/Head Start/state/local government agency – can we be invoiced for our order?
A: Yes – simply choose “bill by invoice” during the checkout process.
Q: Can I use a school purchase order?
A: Yes – we accept purchase orders from schools and other organizations. Please fax your purchase order to 727 538 4237 or send it via email to info@yellow-door.us.
Q: Will I receive a confirmation of my online order?
A: Yes, you will receive an email confirming your order.
Q: How do I change/amend an order I have already submitted?
A: Please email us straightaway with your details and changes (don’t forget to quote your order ref) and we will endeavor to make changes if the order has not yet been picked and packed.
Q: The website won’t accept my card details, why?
A: This could be for a number of reasons. Here are some quick things to check:
- Is the card you are using one that we accept? (We are unable to accept American Express)
- Does the billing address you entered on our website match the registered address of your card i.e. the address on your statement?
- Please make sure there are necessary funds available to pay for your items.
If none of the above apply, then please email us we will assist you.
Q: How do I enter a discount coupon for my order?
A: On the checkout screen you will find an area to enter your coupon code.
Q: Can I order by phone/email/post?
A: You may email us your official order. Unfortunately we are unable to take orders over the phone or receive orders via post.
Q: Can you ensure my resources won’t arrive when we are closed for school holidays?
A: If you are ordering towards the end of a semester, please advise us of the dates of your break when you place your order. We can then ensure your resources arrive when you need them. Add the details into the ‘Order Notes’ section when you order online or write it on your official order or school purchase order.
See our Terms and Conditions for more pricing and account information.
Returns
Q: What is your sale or return policy?
A: If you ordered via our website, you may cancel the order and request a return of Goods up to 14 days from the date you receive the Goods in accordance with our returns policy.
Q: How do I make a return?
A: You must contact us within the 14 days from the day you received the Goods for us to agree to a return. All Goods must be unused and in their original packaging.
Q: What happens when my return is received?
A: Once Goods are received, they will be inspected and processed. We will either refund your payment as quickly as possible to the card used to pay for the order, or issue a credit note against the invoice. We will send you a copy of the credit note for your records.
Q: What about faulty goods?
A: If you receive faulty goods, please email us immediately and we will arrange a replacement item to be sent to you. We may need to ask you to return the damaged item as part of our on-going quality control.
If you have any questions about our returns policy, please email us.
Trade Resellers/Distributors
Q: I am a trade customer and am interested in distributing your resources.
A: We’d love to hear from you! Please contact us with details about your company and we’ll be in touch with the relevant information.
Q: I am an existing trade customer, can I order from your website?
A: No, please contact us for details on how to place an order.