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Frequently Asked Questions

Ordering

We process our orders very quickly and cannot typically make changes after an order has been placed. If you notice the mistake immediately, please send us an email at support@upperbabies.com to see if a modification can be made. However, we do not guarantee that we will be able to modify or cancel your order. Please double-check your cart, billing info, and shipping info before placing your order.

We process our orders very quickly and unfortunately cannot typically make changes after an order has been placed. If you would like to change your shipping address or anything else about your order, please email us at support@upperbabies.com as quickly as possible with the correct information and we will do our best to accommodate. However, we cannot guarantee we will be able to make any changes to your order after it is placed.

To ensure timely fulfillment and delivery, please ensure your shipping address is correct and complete before submitting your order. Incorrect or incomplete shipping addresses may result in delayed or failed deliveries. UpperBabies cannot be held responsible for lost packages due to incorrectly entered or incomplete shipping information.

When your order ships, you will receive a shipping confirmation that includes a tracking link. If you placed your order more than three business days ago and have not received a tracking link, your contact info may have been entered incorrectly at checkout. If this is the case, please contact support@upperbabies.com for assistance.

Please note that due to Covid-19, many carriers' tracking services have been delayed or showing inaccurate results. However, a vast majority of packages still arrive at the correct destination within the expected time frame. If your tracking does not update, please allow up to 15 business days for your package to arrive, then email support@upperbabies.com for assistance.

If your payment is declined, first check that the billing address entered at checkout matches the billing address associated with your payment method. Then, check that the CVV security code was entered correctly.

We have had issues processing foreign credit cards in the past and recommend international customers try PayPal to avoid these.

If you are still having trouble, please contact support@upperbabies.com.

Domestic (U.S.) Shipping

We are happy to offer Free Standard Shipping within the United States to all customers on all purchases.

Due to Covid-19, we are currently experiencing delays in fulfillment and shipping. Currently, we typically fulfill orders within 2-3 business days. US shipping may take anywhere from from 5-15 business days after fulfillment, or longer. Although most orders arrive more quickly, please allow up to 4-6 weeks for your order to arrive. If you have questions about how quickly your order will arrive, please email support@upperbabies.com. 

Yes, we currently offer Priority Shipping.

Orders that have been returned to sender will be treated as regular returns and refunded upon receipt, minus the cost of shipping. If you would still like to receive your item, please place another order through our website and make sure the address is correct.

UpperBabies cannot be held responsible for lost or stolen packages. If you believe your package was lost or stolen, please contact your shipping provider or local post office. You can refer to your tracking information to determine which shipping provider to contact.

International Shipping

We are currently shipping to the following international destinations: Canada, Australia, United Kingdom, New Zealand.

Due to COVID-19, shipping is temporarily suspended to the following countries: Algeria, Armenia, Austria, Andorra, Belgium, Brunei, Bulgaria, China, Cyprus, Denmark, Egypt, Estonia, Finland, France, Germany, Gibraltar, Greece, Guernsey, Hong Kong, Iceland, Ireland, Israel, Italy, Latvia, Lebanon, Liechtenstein, Lithuania, Luxembourg, Japan, Jersey, Malta, Macau, Malaysia, Morocco, Netherlands, Norway, Portugal, Romania, San Marino, Saudi Arabia, Slovakia, Singapore, Slovenia, South Africa, Spain, Sweden, Switzerland, Taiwan, Tunisia, United Arab Emirates.

We apologize for the inconvenience and look forward to restoring service to these locations as soon as possible.

If you don’t see your country listed above, please contact us at support@upperbabies.com to request shipping to your country.

We are happy to offer FREE International Shipping on orders over $100. Otherwise, International Shipping costs around $9.99 for each order. Note that larger/heavier orders will increase the shipping cost.

Due to Covid-19, we are experiencing extremely unpredictable delivery times for international orders. We cannot guarantee any timeline at all for your order to arrive. If you have questions, please email us at support@upperbabies.com.

Import duties and taxes are NOT included in the item price or shipping cost. These charges are your responsibility and will be collected from you by the carrier. Duties and taxes on goods vary widely depending on the product value and the country you are having your order delivered to. UpperBabies will include a commercial invoice declaring the full dollar value paid on international shipments.

REFUSED SHIPMENTS: If the recipient refuses a shipment from UpperBabies, and the package is sent back, the recipient will bear all customs, duties, taxes, and surcharges associated with the order, in addition to all shipping charges both ways. Please note the shipping charges will be calculated based on the carrier rates (USPS/DHL/UPS/SF Express), NOT the lower rates that we offer to our customers.

*CANADA CUSTOMERS: Canada’s customs and duty fees are known to be high. Please consider this before ordering and contact your local government if you would like an estimate of your fees before placing your order.


Product Care & Warranty

For simple spot cleaning, using a soft damp cloth with water in a circular motion usually does the trick. If that doesn’t work, repeat with a small amount of mild, neutral soap. Test the solution first on a less visible area of the bag and let dry fully before proceeding. Repeat if residual soap remains. Wipe down the entire material outside to avoid leaving a water spot. Allow to air dry completely. For tougher stains, please take your bag to a professional dry cleaner.

In the event the fabric sustains a large amount of water, immediately blot with a dry with a white or light-colored cloth and allow to dry completely.

DO NOT WASH in the washer; never immerse your bag in water, as the water-resistant coatings can be washed away in the washer and the cotton quilting will deteriorate.

We recommend spot cleaning the changing pad over all other cleaning methods, however, if you must wash it, following these steps may help maintain the integrity of the memory foam: (1) Hand wash with mild soap and cold water; (2) Fold up and gently press to squeeze out excess water - do not wring or twist; (3) Dry on lowest setting for the shortest amount of time, checking back as needed.

UpperBabies offers a limited 90-day warranty. For more information, please see our full warranty policy.

Returns & Exchanges

If you are within the U.S., we accept returns or exchanges within 30 days of order date. To view our full returns policy, or initiate a return or exchange, visit our returns portal.

International orders are final sale and cannot be returned or exchanged. 

Please note that due to Covid-19, it can take up to 15 business days to process your return once it arrives at our facility.

To initiate a return or exchange within 30 days of purchase, please visit our returns portal

Please note that due to Covid-19, it can take up to 15 business days to process your return after it arrives at our facility.

No. All international orders are final sale and cannot be returned or exchanged.

If you feel the item you received is defective, please send a photo of the item and a brief explanation of the defect to support@upperbabies.com so we can look into it right away.