Shipping and Returns
If you would like to schedule a return, please create a customer account here. We have now initiated "self-serve returns," which makes the return process much more seamless and allows you to track your return as well!
How to submit a return request:
Click the profile icon in the store's navigation, or go to the refund policy or a returns page, and then request a return.
1. Log in to your account.
2. In the Email field, enter your email address, and then click Continue.
3. In your email account, open the email sent from our store and copy the six-digit verification code included in the email.
4. Go back to the online store, and then enter a six-digit verification code.
5. Click the order that you want to submit the return for.
6. If your order has more than one item, then select the items that you want to return.
7. Select a return reason and add a note for the store.
8. Click Request return. If your return request is approved and requires shipping, then you will receive an email with shipping instructions and a return shipping label.
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Items are eligible for a refund on regular-priced items within 30 days of purchase. We ask that items be unworn, unwashed, and in their original packaging, including tags attached. Please be sure to keep tags ON until you have tried the product on your baby and verified correct sizing. We cannot do exchanges at this time, but you can absolutely return the item and purchase the correct size if needed.
Once we approve your return, we will send you a pre-paid shipping label. As soon as we receive and inspect the item, we will refund the credit card used to purchase the item (minus the return shipping charges of $10 + $5 for each additional item returned). Please note that we process returns at the end of each month, so if your tracking shows that we have received your return before the last day of the month, your refund will be processed before that month is over. You should receive an email notification regarding your return being processed within that time frame.
Any discounted or sale items are not eligible for return, as they are always FINAL SALE items.
ADDITIONAL RETURN INFO
If you send your item(s) back without the original tags still attached, we cannot accept your return and will “return to sender.” We have designed our packaging and tags such that you should be able to easily try on the product for sizing without having to take the tags off. We would love to guarantee a 100% success rate with our products, but of course, all babies are different. However, we have designed our products such that if your baby doesn’t take to them, that you are still able to continue using them in various different configurations. We truly want to help our customers get their money’s worth and be satisfied with their purchase. Please note products returned used, stained, or with a missing part are also “returned to sender” next day.
Ensure that you use a mailer, envelope, box, or any other type of appropriate packaging material to send back your return (our poly bags are not a sufficient mailing bag).
If you postmark your return past the 30 day window, we will “return to sender.”
If the customer selected free shipping at checkout and returns the item, we cover half and charge for the other half—$5 from the refund total.
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Ordered the wrong size? No problem! Submit a return request by emailing: care@twobabybearsco.com and place another order for the right size on our order page. We will send out your correct size the next business day and will refund your first order as soon as we receive your returned item.
No returns accepted on items labeled as FINAL SALE. All other items may be returned under our standard 30-day return policy as highlighted above.
We do not provide refunds for gift cards.
We do not provide returns on international orders.
Partial returns made on two pack bundles will be processed such that the retained item will be marked at full price. The amount refunded will be the difference between the invoice amount and the full price of the retained item
Once your return is received and inspected, we will send you an email to notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 5 business days.
If you purchased your item from an authorized retailer, you will need to refer to their return policy and you will need to contact them directly.
All Sales Are Final. We do not offer exchanges or returns on sale items.
DEFECTIVE PRODUCTS OR MISSING ITEMS
At Two Baby Bears and Co., we take great pride in the high quality of our products and want our customers to love their items as much as we do. We do our best to fully inspect all orders before delivery. In the rare event that you receive an item damaged before or during transit, please alert us immediately via care@twobabybearsco.com with a description and photos showing the damage. We will send you a replacement for faulty items 5 business days from delivery date. Because of this, please inspect your order upon arrival. Please note that items damaged by general wear/fabric snags/etc. or incorrect washing will not qualify as faulty.
We will send out another new replacement for you ASAP in case of manufacturer’s defect or shipping damage.
MISSING ITEMS
If you receive your order and are missing an item or have received the wrong size/product, it is the customer’s responsibility to reach out to us within 5 business days of receiving the order so we can get the correct or additional product sent out in a timely manner. Any order discrepancies must be reported within 5 business days of delivery. Anything reported after that time frame will be decided on a case-to-case basis by our Returns’ Team and may not be eligible for a replacement or refund.
LATE OR MISSING REFUNDS (if applicable)
If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at care@twobabybearsco.com.
SHIPPING
We understand that when our customers order from us, they usually need their items now! As such, we do our best to ship orders within 12 hours from the date of order (Monday-Friday); however, this is not guaranteed. Orders ship out Monday through Friday afternoon (excluding holidays). All orders placed before 9:00 AM CST will ship out same day. Orders placed after 9:00 AM CST will ship out next day.
Since timely delivery is important, our fulfillment center processes orders upon receipt Monday-Friday which can make order changes difficult. If you have an order change request, please contact us by email (care@twobabybearsco.com) immediately and we will do our best to make the requested change if your order has not been processed. If it's already been processed and shipped out, please understand that your package is not in our hands anymore as it's already with the postal carrier.
Shipping and handling fees will be calculated in the shopping cart during checkout and before confirming your order. With Priority Shipping within the continental United States carrier is selected based on zone and weight, and takes approximately 2-3 business days from date of shipment (Mon-Fri. excluding Postal Holidays). Express Shipping carrier will be selected based on zone and weight, and takes approximately 1-2 business days from date of shipment (Mon-Fri. excluding Postal Holidays). International Orders (including Canada) are shipped via UPS Standard, and take approximately 2-18 business days (Mon-Fri. excluding Postal Holidays, +/- depending on the time it takes to get through customs). International duties may be assessed upon delivery and are the customer's responsibility. A shipping confirmation email with tracking information will be sent once your order has shipped. All items in an order must be shipped using the same delivery method and to the same location. Credit for shipping charges will not be given based on your assumption of the shipping date, the estimated delivery date given by the carrier, or for circumstances beyond our control (e.g. holidays, weather, carrier issues, etc.). For international orders, we recommend that you select Route Shipping Insurance at checkout just in case. Please feel free to contact us directly at care@twobabybearsco.com with any specific shipping questions.
The address that we ship to is the address you provide upon checkout. Please make sure that the address within your account is your correct shipping address. You, as the customer, are responsible for ensuring we have the correct address before shipping. We will absolutely help you locate your package, but we do not accept responsibility if customer accidentally places the order with an older or incorrect address.
We always ship to the shipping address supplied at the time of checkout and are not responsible for packages delivered to an incorrect address. If an item is returned to our headquarters because it was unable to be delivered due to an incorrect address, there will be a re-stocking fee or a charge for the item to be re-delivered.
Please make sure your size and address are correct before you make your purchase! Once orders are placed we are rarely unable to change them. Our distribution center will process and ship your order within 6-12 hours of placement (Monday-Friday).
PRIORITY SHIPPING
We use Priority Shipping for domestic orders (if selected at checkout) so that you can receive your order ASAP, and you will receive insurance (up to $100), tracking, and an estimated delivery within 1-3 business days from shipping day. Please note, USPS estimates a 1-3 business day delivery, but they are unable to guarantee the delivery time frame. We are not responsible if USPS is not able to deliver within the Priority 1-3 business day delivery. Once shipped, shipping charges are non-refundable.
SHIPPING CLAIMS
We are not responsible for items lost or stolen in transit. It is the responsibility of the purchaser to contact USPS with any loss or delivery disputes. We will provide any assistance we can with filing the appropriate documentation for a claim with the carrier service. If you have selected ROUTE Shipping Insurance upon checkout, we will help you make your claim through their system.
DELIVERY REFUSAL
If you refuse the delivery of your package, you will be charged for the return shipping.
INTERNATIONAL PURCHASES and SHIPPING
All international purchases are final.
Shipping costs and shipping duration vary by country and will be reflected at checkout.
International orders may be subject to customs, duties and/or taxes, and are the responsibility of the recipient upon delivery. It is possible that your shipment may be delayed in customs. We recommend you contact local tax or customs authorities prior to ordering so you are not surprised by unexpected charges.
Please note, items can be delayed in customs for up to 45 days. This is a standard inspection, and, unfortunately, Two Baby Bears and Co. does not have control of this process. If you still haven’t received your order 20 days after it was processed, please contact your local postal service. We are not responsible for items lost in transit and it is your responsibility to file a claim with the carrier.
If you refuse the delivery of your order, you will be charged for the return shipping. The amount of the shipping costs from your order is also not refundable.
WARRANTY AND UNAUTHORIZED DEALER WARNING
Two Baby Bears and Co. is committed to providing our customers with top quality products through authorized dealers. Our policy is to honor product warranties only on products purchased from an authorized dealer and only accompanied by a receipt or proof of purchase. Unfortunately, Two Baby Bears and Co. products are sometimes sold by companies that we have not authorized. Due to the nature of the goods sold by unauthorized dealers and their business practices, products sold by unauthorized dealers are not entitled to the Two Baby Bears and Co. warranty coverage, replacements, or refunds. In order to make sure you are buying our products from an authorized online retailer, only purchase through our website, www.swaddlesleeves.com or our Amazon store, “Two Baby Bears and Co.”
Contact us directly at care@twobabybearsco.com if you have any questions about our policies. We are here to help!