Refund policy

At Swaddler To Toddler, we strive to ensure every order arrives safely and as expected. Because we work closely with our fulfillment partners, refunds and replacements are only approved when an issue is the result of an error on our end (delivery failure, damage, missing items, or significant shipping delays).

Below is our full refund and replacement policy, aligned directly with our supplier requirements.

✅ When Refunds or Replacements Are Available

Refunds or replacements are only approved in the following situations:

1. Delayed Orders

A refund or replacement may be issued if your order shows:

  • No tracking updates or no delivery after 45 days (U.S. orders)

  • No delivery after 60 days (international orders)

(These timeframes follow our supplier’s global logistics policy.)

2. Damaged Products

If your item arrives damaged:

  • You must report the issue within 30 days of delivery

  • Photo or video evidence of the damage is required
    (ex: damaged packaging, defective product, etc.)

3. Wrong or Missing Items

If you receive the wrong item or part of your order is missing:

  • Photo or video proof is required
    (ex: unboxing video, photo of contents, packing slip)

4. “Delivered” But Not Received

If tracking shows the package as “Delivered,” but you did not receive it:

  • You must provide a non-delivery certificate or written confirmation from your local post office

  • Once verified, we can submit the claim for refund or replacement

❌ Situations That Do Not Qualify

Refunds or replacements cannot be issued for:

  • Customer dissatisfaction or “change of mind”

  • Items returned due to personal preference

  • Products missing documentation or evidence

  • Claims submitted after required timeframes

(Our fulfillment partner requires strict evidence to approve claims — dissatisfaction alone does not qualify.)

📸 What You’ll Need to Submit

To file a refund or replacement request, please prepare:

  • Video or photo evidence of the issue

  • Order number (begins with “#”)

  • Screenshot of any refund issued in Shopify (if applicable)

  • Non-delivery certificate for “delivered but not received” cases

Claims missing required documentation cannot be submitted.

💳 Refund Processing

Once your refund claim is approved:

  • Refunds are issued back to your original payment method

  • Processing typically takes about 5 business days

  • Bank or card issuer times may vary

🧡 Need Support?

If you believe your order qualifies for a refund or replacement, please reach out through our Contact Us page with the required documentation.
Our team will review and submit the claim on your behalf.