FAQs(terms and conditions)
FAQ, Terms, and Conditions
Our goal is to ensure every customer receives the best service possible. As a small business we focus on happy customers with fair and honesty integrity in every transaction. We can't wait to hear from you.
Our customer service hours are Monday - Friday 9am - 2pm (CST), during these times we respond to all customer emails. Please email us through our contact form with your full name, as it appears on the order, and your order number via our contact form. Order updates and request through social media is not recommended due to the heavy amount of messages we receive on a daily basis. We spend the other business hours curating upcoming collections to ensure the best selection of goods.
We value every customer purchase and do our best to honor all shipping requests to make sure your item gets to you as quickly as possible. To guarantee an item reaches you when expected, please read the shipping policy below for online orders.
Business Shipping Hours: Monday - Friday 9am-2pm, excluding national holidays. Items ordered on Friday after 2pm, will be processed the following Monday. It typically takes us one business day to process your order and our warehouses (U.S., Canada, and Asia) between 3-5 days to process. Once your order is processed and shipped you will receive an update via email or text message with tracking information. To track your item copy your tracking number and paste it into Google.com, then select USPS option and it will pull up a specific page to your item. Typically, in the first few days no information will have been entered by USPS, however, this does not mean your item is not on the way to you. Once your item arrives in the United States (or your origin country), the item will be entered into the USPS system for detailed tracking.
Additional Shipping Information: The majority of our items are shipped via USPS(and sometimes UPS) or ePack.
How Long Does It Take? It takes a tiny bit longer than Amazon Prime, but somethings cute are worth the wait. Typically, USPS ePacks can take between 7-28 days following the processing window (3-5 days). We monitor all shipments so rest assured your package is on its way. If your tracking information states your package has arrived please check your mailbox, mail room, etc. Please note we are not responsible for any packages loss by the USPS, or after confirmation of the delivery to the address provided during the order. If you believe there has been an error please email us via this website with your full name and order number and we will be happy to further assist you. Although we do not ship as fast as Amazon Prime(we wish), it's always better to wait a bit longer for something unique, special, and more affordable.
Questions About Your Order: If you have questions about your order please email through our contact form to best serve you. Please include your full name as it appears on your order as well as your order number. Due to the high-demand and volume, we do not respond to all Instagram direct messages and we will direct you to our FAQ page, please understand this is so we’re able to better track all customer request, assign a ticket, and ensure we provide the best customer service possible.
If customs charges occur please note that you, the buyer, are 100% responsible for the fees. We, the seller, are not responsible for customs charges. Some couriers may also charge handling fees for processing your parcel through customs. Please note that international orders can take up to 20-30 days, 4 weeks, to arrive after they are shipped since all orders must pass through customs and the time frame that this takes is completely out of our hands. In some rare cases suppliers, shipping on our behalf can take longer for international buyers; please take into consideration the extremely low shipping rate, below market cost of goods, and going through customs.
What Size Should I Purchase for My Little One? If your child is on the cusp between sizes we always advise you to size up your order to ensure your baby fits the outfit. The majority of our clothes fit to size, which means you should take your normal sizes. Please note if you have selected the wrong size we are unable to cancel the order once its been processed. There is a handy size chart on each page for reference to what fits to size.
What if my order arrives and the color and/or fabric isn't exactly like a photo? Due to the various types of computer monitors and variances in color dyes and fabrics some outfits could be slightly different colors in the fabrics or patterns. Photos are purely meant to serve as the closest reference to the item, however, our factories may have variances in production. We do not refund or exchange items that have variant color differences. Please contact us if you do receive such an item and we will review your purchase.
I’m getting an error when I’m trying to place my order, help!?
First and foremost, check you've filled all the details out properly including your name, address and payment info. Still not working? It might be the computer system. Be patient and remember, computers are people too (best to try turning it off back on again). Email us via our Contact Us page form.
How do I make changes to my order?
If you've already made and paid for your order and need to request a change, you have one hour from when you purchased to email us on our Contact Us page's form with your full name as it appears on your order and the order number along with the changes you need to make. During this hour, we should be able to add products to your order, change your delivery address or sizes. Once an item has shipped it cannot be cancelled in transit. Once you receive the item please inspect it. If a customer refuses the item based on "buyers' remorse" they are still responsible for the item's full cost as our warehouses do not always allow the return of items.
I made multiple orders, can I combine them?
Unfortunately, we can't combine orders for you as our system will not allow this. Our super ninja warehouse team(s) endeavors to pick and pack your orders in the most efficient and fair way. Please note that we have multiple packing and warehouse facilities available so your order may be split up into multiple shipments.
How do I cancel an order?
Same situation as changing an order, you have one hour from when you made your order to contact us via our form on the Contact Us page to let us know you have to cancel. Why only one hour? Because sometimes we’re working around the clock, if we’ve had a lot of coffee, to get orders out quickly.
All orders are confirmed USPS Confirmation. If we and/or you have confirmed delivery with your assigned tracking number you will need to make contact with USPS. Often times we find many people do not check their front or back doors for USPS drop points and/or miss the small pickup slips the USPS can sometimes leave. It is best to contact your mail delivery person and/or make contact with the closest USPS location based on your zipcode and address and provide them your tracking number for additional information they may be able to provide. We are not responsible for lost items after the USPS provides a delivery confirmation date, time, and location(that matches your order). You will need to file a claim with the USPS.
Can I return items (sale or regular) if they don't fit or I change my mind?
No, sorry, there are no refunds. If you are concerned about an item not fitting correctly and/or your little one growing out of it before it arrives then you should consider sizing up on your purchase. We advise all buyers purchasing for time sensitive dates like birthdays, baby showers, or holidays(Christmas, etc.) to order well in advance using the information outlined above as the best rule of thumb. If you are unsure of a particular size please consider sizing up prior to ordering or reference our handy size charts on each page. We do not offer exchanges for sizes that do not fit your little ones. Please refer to the size charts or email us if you have any questions on sizing prior to ordering.
If you believe you have received an item that is damaged or missing parts please email us via the form on our Contact Us page and we’ll provide you additional details. We require that all are reported within 24 hours of the order delivery date(your order number and photos are extremely helpful). Please note it is 100% our discretion if we determine a refund and/or partial is in order for damaged goods. As you can imagine after shipping 1,000s of items we typically know and have seen just about everything that could effect a product from our warehouses and suppliers. We know what to look for. Please note if we do determine a refund or partial refund is in order, which is rare, we do not refund the shipping cost as it is directly paid to our carriers and providers.