Q: I want to return my purchase. What do I do?
A: If you are not 100% satisfied with your purchase, we will be happy to accept a return for a full refund. Just go through our easy self-service return process.
Return Instructions for Items Purchased from Us
With our 30-day return policy, there are no special catches. All we ask is that you send the items back to us in an unused, unwashed and in a re-sellable condition. Washed, used, & items purchased on clearance/from our Outlet store are non-returnable.
You can return your items for up to 30 days from the purchase date. Products must be in the same condition you received them.
To return an item, please follow the instructions below: 1. Download, print and fill out the Return/Exchange Form.
2. Pack up the items with the Return/Exchange Form enclosed and ship via a traceable method of shipping.
Once your return is received and inspected by our warehouse staff (usually within 72 hours of receipt), we will process your refund and automatically apply a credit to your credit card or original method of payment within 7 days. Please note that depending on your credit card company, it may take an additional 2-10 business days after your credit is applied for it to post to your account.
More About Our Return Policy
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Q: I would like to return a gift that was sent to me. How do I do that?
A: We are very sorry that your gift did not work for you. Please contact us via our
Contact Form or call us at 1-888-838-7987 for assistance in returning the item. We will need some information in order to pull up the account that the gift was purchased on. You will have to provide their phone number, first and last name, or email address.
Any gift item being returned will be refunded to the original purchaser's method of payment; you cannot obtain a store credit for a returned gift item. However, we can definitely process a gift exchange for you for another item. Please contact us via our Contact Form or call us at 1-888-838-7987 for assistance.
In order to expedite the process for you, you can create your own account on any of our websites. Please click on the "Register" link at the top right of the web page and begin the process. Otherwise, we will be more than happy to create one for you over the phone.
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Q: I received the wrong item/color/size. How do I get the correct item?
A: If you live in the United States and you received the wrong items/color/size from what you originally ordered, please follow the instructions below:
1. Download, print and fill out the
Return/Exchange Form.
2. Send us a message through our
Contact Form to notify us of the mistake and to request a prepaid shipping label to send the incorrect item/s back to us at no cost to you.
3. Pack up the items with the
Return/Exchange Form enclosed, attach the prepaid label to the outside of the package, and drop off at your nearest post office, USPS mail collection box, or hand to your mail carrier.
You will be sent the correct items as soon as we receive your returned package.
For international customers, please contact us through our
Contact Form for other options.
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Q: How do I exchange an item I just got for a different color/size?
A: If you would like to exchange an item for a different one, please follow the instructions below:
1. Download, print and fill out the
Return/Exchange Form.
2. Pack up the items with the
Return/Exchange Form enclosed (you will be refunded your original purchase price once we receive the item)
3. Place another order for the item you wish to purchase. You do not have to wait for us to receive the original item before placing the new order.
Please note that it takes us 3 to 5 business days to process returns once they arrive at our facility.
More About Our Return Policy
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Q: Something is wrong with the item I received. How can I get it replaced/fixed?
A: If there is something wrong with the product/s you got (i.e. cracked snap, something coming loose, broken elastic, etc.), please follow the instructions below:
1. Download, print and fill out the
Return/Exchange Form.
2. Send us a message through our
Contact Form to notify us of the mistake and to request a prepaid shipping label to send the incorrect item/s back to us at no cost to you.
3. Pack up the items with the
Return/Exchange Form enclosed, attach the prepaid label to the outside of the package, and drop off at your nearest post office, USPS mail collection box, or hand to your mail carrier.
You will be sent the repaired/replacement items as soon as we receive your returned package.
For international customers, please contact us through our
Contact Form for other options.
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Q: How long does it take to get exchange/replacement items?
A: It usually takes us a week to process exchanges/returns. If you used the Prepaid Return label to ship your items back to us, it will generally take about a week longer than normal for us to receive your package. The reason for this is because the US postal service will need to verify the account validity of the return postage label. If you would like for us to receive your package sooner, you may use other alternative methods of shipping. We cover the costs of shipping items back to us when Prepaid Return label is used, but we do not refund return shipping costs incurred in using other methods.
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Q: How long does it take for me to get a refund?
A: Once your return is received and inspected by our warehouse staff (usually within 72 hours of receipt), we will process your refund and automatically apply a credit to your credit card or original method of payment within 7 days. Please note that depending on your credit card company, it may take an additional 2-10 business days after your credit is applied for it to post to your account.
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Q: When will I receive my order?
A: Orders are typically shipped out within 2-5 days after received. Depending on where you live, it could be another 2-5 days for shipping domestic U.S. orders.
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Q: How do I change my order?
A: Please contact us via our
Contact Form or at 1-888-838-7987 immediately if you need to change or cancel your order. Please be advised that some orders are shipped very soon after placement, and it may not always be possible to cancel or change your order.
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Q: I just got a shipping confirmation for my order, but it does not have all the items I ordered. Where are the rest of the items?
A: If you get a shipping confirmation that does not contain all the items you originally ordered, it is because of either one of the following:
1. One or more items from your order may be shipping from a different location.
2. One or more of the items you ordered may be temporarily out of stock, in which case the rest of your order should follow in a couple of weeks.
3. One or more of the items you ordered may be permanently out of stock, in which case you will receive a refund if you paid via Paypal, or not charged for the missing item/s if paying via credit card.
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Q: I just received my order but it is missing some items. What do I do now?
A: Please send us a message through our
Contact Form. After looking up your order and verifying the weights of the package you got, you will be sent the missing items.
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Q: How much are your international shipping rates?
A: Shipping charges are automatically calculated by our shopping cart. To get an estimated shipping charge, simply put the items you want to order in the shopping cart, and look for the link at the bottom of the shopping cart page that says Click Here to Estimate Shipping.
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Q: Do you do co-op orders, price-match, accept competitor coupons, give away the kitchen sink?
A: Sorry, we don’t.
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Q: You are out of stock on the item I want. When are you going to get more of them back in stock?
A: For regular items, we typically replenish out-of-stock items within 2-3 weeks. Items that are on clearance or marked down do not get re-stocked.
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Q: Is the item I want going to go on sale soon?
A: Unfortunately, we do not know if an item will go on sale or be marked down until it actually happens. Because our sales are based on various factors, it is hard to advise when a particular item will be marked down. The best way to catch a great sale would be to visit our clearance page.
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Q: What is the warranty on your diapers?
A:
We guarantee every item we sell against material or workmanship defects for 365 days from the date of purchase. This covers product stitching, seams, elastics, and any of the product’s components including snaps, hook & loop closures, and fabric.
Click here to see our detailed warranty information.
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Q: My diapers are leaking. What do I do?
A:
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Q: There’s a defect in the diaper I received. What do I do now?
A: Click here to see our detailed warranty information. We will gladly repair/replace any item considered to have a manufacturing defect. Please see our list below for what constitutes a manufacturing defect:
- cracked, missing or broken snaps
- broken elastic
- exposed elastic
- stitching coming loose or undone
- hook/loop tabs falling off or coming loose
If your item has any of the issues above, please follow the instructions below:
1. Download, print and fill out the
Return/Exchange Form.
2. Send us a message through our
Contact Form to notify us of the defect and to request a prepaid shipping label to send the item/s back to us for repair/replacement at no cost to you.
3. Pack up the items with the
Return/Exchange Form enclosed, attach the prepaid label to the outside of the package, and drop off at your nearest post office, USPS mail collection box, or hand to your mail carrier.
You will be sent the repaired/replacement items as soon as we receive your returned package.
For international customers, please contact us through our
Contact Form for other options.
If you are returning a used defective product within our 90-day warranty period, please be considerate about the condition of your item before shipping them. Your item must be clean, stain-free and dry before you ship it. Without exception, we will not handle any items that are stained, smelly or damp on arrival.
Please note, we are not responsible for damage to an item caused by improper care, abuse, misuse, normal fading or normal wear and tear of the product materials.
Diapers are not indestructible and, like any other clothing item, they may not withstand washing every single day for extended periods of time. Please keep this in mind as you decide how many diapers to purchase. You are solely responsible for understanding how to care for the items you purchase.
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Q: My diapers stink. How do I get rid of the smell?
A: Stink is usually caused by using either too much or too little detergent in the wash. Too much detergent may leave residues, and too little may not be enough to get your diapers clean. We recommend following the suggested amount on the detergent’s packaging based on the size of your load and/or the type of washing machine that you have.
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Q: I want to sell your products, where can I get wholesale information and prices?
A: Please see our Wholesale Information page for our basic wholesale information & policies. If you are still interested in an account after reading everything, please follow the instructions for applying for an account. Wholesale prices will only be disclosed upon approval of your account.
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Q: I have a blog and I want to review your products. Can you send me a sample?
A: If you already have our products and use them, feel free to send us a link of your review so we can post it on our site. We do not send out free products for blog reviews.
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Q: I would like to get a free sample of your diaper to see if I like it before purchasing more.
A: We do not send out free samples. However, we have several retailers that have brick & mortar stores where you might be able to physically touch and see the diapers and even compare them to other brands to help you make your decision. There are also quite a few retailers offering trial programs. Check out our
Retailers page to find one near you.
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Q: Do you donate diapers to non-profit organizations or to families in need?
A: For donation requests, please send a formal written request on a company letterhead via snail mail to the address below. We do not review or respond to requests sent via email or through our contact form.
Swaddlebees
627G American Glass Way
Knoxville, TN 37932
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