Return & Exchange Policy
Our policy complies with U.S. Federal Trade Commission (FTC) mail-order rules, CPSC regulations, and FDA guidelines for baby products, ensuring fair handling of returns and exchanges while prioritizing hygiene and safety for infant use.
Eligibility Requirements
- All return and exchange requests must be initiated within 30 days of product delivery. For unopened, unused products with safety concerns, we extend this window to 45 days to accommodate parental verification.
- Products must be unused, unopened, and in original condition, with all tracking labels and safety seals intact (per CPSC traceability requirements):
- Baby Bottles: Original packaging, tags, and safety seals intact; no signs of use, sterilization, or damage to bottle components (nipples, caps, bases). Glass bottles must be free of cracks or chips.
- Diapers: Unopened packaging, no tears or tampering; size and quantity matching the original order. Opened diaper packs are non-returnable due to hygiene risks.
- Baby Wipes: Unopened, sealed packaging; no moisture damage, leakage, or tampering. Fragrance-free or sensitive-skin wipes must retain original labeling to verify formulation.
- Customized Items: Personalized baby bottles (e.g., engraved names) are only eligible for return/exchange if they have manufacturing defects (e.g., leaks, incorrect engraving) or safety non-compliance.
- Defective or Incorrect Items: Products with quality or safety issues (e.g., leaking bottles, defective diaper fasteners, irritant ingredients in wipes) or wrong deliveries (incorrect size, material, formulation) are eligible for full refunds or exchanges, with photo/video evidence required for verification. We also accept returns for products subject to CPSC recalls.
Non-Returnable & Non-Exchangeable Items
- Baby products that have been opened, used, or tampered with (e.g., sterilized bottles, opened diaper packs, used wipes) due to hygiene and safety risks for infants.
- Items damaged due to improper use or storage (e.g., broken glass bottles from drops, dried-out wipes from improper sealing, diaper damage from misuse).
- Final sale items (marked "Final Sale" on the product page, e.g., clearance diapers, discontinued bottle models), except for defective or recalled items.
- Customized products with non-quality-related issues (e.g., change of mind on engraving, incorrect size selection for diapers).
Return & Exchange Process
1. Submit Application: Contact our customer service team via phone or the website’s return portal, provide your order number, describe the issue, and upload photo/video evidence if applicable. For recalled products, include the product’s batch number (from CPSC tracking label). We will review your request within 2 business days and issue a Return Authorization (RA) Number if approved. Returns without an RA number will be rejected.
2. Ship the Product: Package the item with original packaging and accessories, ensuring CPSC tracking labels are intact, then ship to the designated U.S. return address using a trackable shipping service.
- For defective/incorrect/recalled items: We provide a prepaid shipping label and cover all associated costs.
- For personal reason returns (unused, unopened items): You are responsible for all shipping costs.
3. Inspection & Processing: Our quality and compliance team inspects returned items within 3 business days to verify condition, compliance with CPSC standards, and batch traceability.
- Defective/Incorrect/Recalled Items: Process a full refund (including original shipping fees) or exchange for the correct product, which will be shipped free of charge within 2 business days. Recalled items are disposed of or repaired per CPSC guidelines.
- Personal Reason Returns: Deduct a 10% restocking fee (to cover inspection, sanitization, and repackaging costs) and issue a refund for the product price (shipping costs are non-refundable).
4. Refund Completion: Refunds are credited to your original payment method within 3–5 business days after inspection approval.