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Frequently Asked Questions

Q: Can I cancel, edit or change my order after it’s been placed? 

A: Yes.  To modify, cancel or ask questions about your order, email [email protected] 

We pride ourselves on our ability to process and ship orders as quickly as possible, so it may not be possible to cancel your order, as it may have already been processed. 

If your order is successfully canceled, you will receive a cancellation confirmation email. 

We’ll issue your refund right away, but it may take up to 14 business days to reflect on your statements. 

Any orders that are unable to be canceled will have to be treated as a return and the customer will be responsible for all applicable fees. 

Note that we can’t redirect orders once they’re already on their way to you. 

Please check that your order and shipping address are correct when placing your order. 

 

Q: Do you accept returns and/or exchanges? 

A: Yes.  Crane Baby will accept returns of new and unused items purchased through crane-baby.com, within 30 days from the original date of purchase on all items.

All returns should be in the original packaging and unused condition for a full refund to your original payment method (excluding your original shipping and handling fees). 

If you received an item as a gift and would like to return the item, you can do so within 30 days. A gift receipt or original receipt form the original purchase of the item and a merchandise credit in the form of a website credit to be used on the Crane Baby Website. 

Any items received outside of the above return guidelines may not be eligible for a full refund and may be charged a restocking fee. 

If your item was purchased at a retailer, please contact the original point of purchase for a refund or replacement. Please note that all Wallpaper is FINAL SALE and is not eligible for an exchange or return.

 

Q: What should I do if the product I received is damaged? 

A:  Please take a photo of the box it arrived in, as well as the damaged product.  Most of our items are soft goods, so even if the box is damaged, your product is most likely still in great shape.  However, if the product is damaged, we will gladly help you replace the item. You must email a picture of the box, defect and proof of purchase to [email protected] with the attention “Crane Baby Damaged Shipment”.  This must be done within 3 business days of receipt of product. 

 

Q: My order is lost or delayed in transit. What should I do? 

A: If your shipping confirmation and tracking number have reported a successful delivery but you have not received your products, please reach out to the shipping carrier.  If this is unsuccessful, please reach out to our team at [email protected]  

We cannot take responsibility for lost/missing packages that have been successfully delivered to the shipping address provided with your order. Please contact your carrier, as they can check the geotag of the delivery scan and escalate an investigation on your behalf. 

We do not issue refunds on lost packages.

 

Q: When will my order ship? 

A: Orders are shipped from our warehouse within 2-3 business days (this does not include transit time with the carrier). 

 

Q: Do you ship outside of the US?

A: No.  At this time, we only ship to domestic customers, excluding Hawaii and Alaska.

 

 Q: Do you offer free shipping?

A: Free shipping is applied to all orders totaling $75 or more after any applicable discounts are applied.  All other items will have a corresponding, flat fee shipping cost calculated at checkout. As of now, Crane Baby only ships to the lower 48 United States.

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