Refund policy

We love babywearing, and we’re here to help!

We want you to love your new carrier. If you have any questions, please message us via the chat on this page or email us at contact@mama-roo.com.

If you’re not sure what style is right for you, try our quiz here (https://mama-roo.com/pages/baby-carrier-quiz)

If you’re in-between sizes:

Try the smaller size first! The carrier that you and your child fit in comfortably is the carrier you’ll use.

If you try the smaller size and it won’t work for you, just send us an email at contact@mama-roo.com. We’ll send you a prepaid return label so you can exchange for the right size. Once we receive your exchange, you’ll get a gift card for the amount you paid. When you order the larger carrier, all you’ll have to do is pay the difference, if there is any!

Exchanges:

Was it not quite right? No problem! Use the link below to be taken to our returns portal. We’ll provide you a prepaid return label. Send your order back within 30 calendar days of your order being shipped to you.

Once we receive your item, we’ll issue you a gift card. You can then use your gift card on the item of your choice! 

 

 

Returns:

TLDR: Use the link below to use our returns portal. Returns must be back to us within 30 calendar days of your order being shipped to you. Your refund will be issued to you for the product you returned minus standard shipping costs. We cannot accept returns or exchanges outside of the automated return portal.

 

Every caregiver/child pair is different. We always recommend you contact us for support and a fit check if the carrier isn’t working out for you. We’re babywearing educators, and we’ve helped thousands of caregivers. We can help you, too! You’d be amazed at how often a tiny adjustment can make a big difference.

Our return policy is meant to give you enough time to try the carrier on, but not so much time it gets… “kid-ified”.

We get it! We’re parents, too, and we know what it’s like. If you’re not sure if the carrier is right for you, reach out to us sooner rather than later, before the item loses tags to little hands, or becomes the unfortunate victim of a snotty nose or spilled dinner!

We’ve seen it all—please don’t send back yucky items <3. If something happened, let us know, and we’ll figure out where to go from there.

If you’ve given your carrier a try, you know you’ve got the right fit, and it’s not love, we get it!

How to return or exchange your carrier:

-Use our returns portal here. 

-The portal will ask for your order number and email address or shipping zipcode. Then it will ask for reason for return and provide return options

-Once submitted, you'll receive a prepaid return label. Print your prepaid label and attach it to your package to return

-You may drop it off at your post office or leave it for your mail carrier to pick up

-Please remember: Place your return in the mail to us within 30 calendar days of your order being shipped

When we receive your return or exchange, we’ll examine it for the following:

-All tags present (for our LennyLamb items this means the cardboard tag, 1-2 white tags (recall forms))

-All packaging that came with the carrier present (Ex. LennyLamb mesh bag, Didymos box or bag)

-Carrier manual present

-Carrier free of: smells (no cologne, perfume, smoke, other odors), hair, fur, dirt, stains, dried-on material (you wouldn’t believe the kinds of stuff we’ve had sent to us… don’t do this, please), excessive creasing

-Carrier is in new condition – no tears, rips, holes, fraying, cuts, or tampering that would affect the safety or usability of the carrier. Carriers used by animals cannot be accepted for return

-Order ship date is less than 30 calendar days from when the carrier arrived back to us for return

Rule of thumb: If you wouldn’t give this to a friend as a gift in the condition it’s in, please don’t send it to us. Let us know what happened and we’ll see what we can do to help

All returns are recorded upon receipt and examination.

If your item meets the criteria listed above, your return or exchange will be accepted! 

If your item does not meet the criteria above, your return will be rejected and the following will happen:

- You will be invoiced the cost of shipping your return back to you. You'll be contacted about why your return was rejected and invoiced $25.98 for the cost of shipping the carrier to us and back to you again. You will have 7 days to pay this invoice. If you choose not to pay for the carrier to be returned to you, we will donate your rejected return to a family in need. Please note: We have no desire to reject your return. If your return has been rejected, you will be sent clear reasons as to why, we will have documented recording of why, and there is nothing further we can do to assist you other than processing your payment of the shipping invoice so we can return the item to you. Often, this invoice does not actually cover the cost of shipping in full - we offer this as a simple courtesy and can make no other accomodations.

What happens when we accept your exchange:

-We’ll email you a gift card for the full value of your order. You can choose your new item when ready! Please note- we can only honor the shipping cost originally paid up to our $12.99 flat rate fee.

What happens when we accept your return:

-We’ll refund you to your original payment method, minus shipping costs, package protection, First in Line service, and carbon offset, if applicable. You’ll receive an email confirmation when your refund is sent. It can take several days for your bank to show the refund as accepted. PayPal refunds often take longer – sometimes a week or more.

Here are some examples:

Order less than $200 (did not qualify for free shipping):
Sharita ordered an onbuhimo for $99.99. She paid $4.50 for Package Protection and $12.99 for standard shipping. Her total order was $117.48

If Sharita chooses to return her item, she will be refunded the following:

$99.99 (carrier purchased) - $12.99 shipping fee = $87

If Sharita chooses to exchange her item instead, she will be sent a gift card for $117.48

 

Order more than $200 (received free shipping):

Dominique ordered a preschool carrier for $224.99. She paid $10.13 for Package Protection and $4.99 for First in Line service. She got free shipping on her order. Her order total was $240.11

If Dominique chooses to return her item, she will be refunded the following:

$224.99 (carrier purchased) - $12.99 (shipping to her) - $12.99 (shipping back to Mama & Roo’s) = $199.01

If Dominique chooses to exchange her item instead, she will be sent a gift card for $240.11

 

Orders purchased as a gift:

Baby carriers are wonderful gifts! It’s also common to shop for a carrier before your baby arrives. Gift returns can be processed through our returns portal here and are eligible for in-store credit.

 

Good to know: We pick up from our PO box once a week. Please note that our PO Box gets marked “delivered” 1-2 business days before your item is placed into our box for us to pick up. For example, if your tracking number for the return says “delivered” on a Sunday, the earliest we could process your return would be that Tuesday. If we picked up for the week already on Monday, your return might not be processed until the following week.

We cannot accept returns outside of the automated return portal (excluding warranty returns with prior approval). Should a return be manually processed (processed outside of our automated return portal) for any reason apart from a pre-approved warranty claim, returns will be subject to a 35% restocking fee plus the costs of shipping to the customer and back. 

Damaged or Defective Items

If your item arrives damaged or with missing or broken parts, contact us right away so we can make it right! Use the returns portal here and select that your item was damaged. Please also email us with subject line "Damaged/defective on arrival Order #". Include your order number and email address in your message. Include exactly what happened, including the state of the packaging. Please take photos of the packaging and item(s). We will follow up with you within 2-3 business days. Please provide any relevant photos and information requested so we can assist you faster. Failure to answer questions or send relevant photos may result in denial of your claim, so please help us to help you!

If you have the white sticker on your manual and/or cardboard tag that the carrier came with, please include a photo of this. This sticker includes important lot number information that the manufacturer will use to fix any errors in their process and to contact other customers in the unlikely event of a recall.

Please do not send your purchase back to the manufacturer.

Damages and defects caused by shipping must be processed as shipping claims. Package Protection orders are processed differently than other orders. Find more information about Package Protection here.

Manufacturing damages and defects are taken seriously. Do not attempt to use a carrier that has arrived damaged. We will replace the faulty item as an exchange through our portal. Should you choose to return the item instead of allowing us to replace the damaged or defective item, returns will process as standard returns (with fees for shipping withheld as described in this policy). Claims of manufacturing damage and defect must be approved by the manufacturer as a warranty claim. If an item claimed to have arrived damaged or defective is returned to us clearly used, we will not be able to accept this as a warranty claim. You will be informed of this decision and sent an invoice for shipping to us and back to you at our standard rate ($12.99 each way, for a total of $25.98). You will have 7 days to pay this invoice for us to return the item to you. If you do not pay this invoice, we will dispose of the item. Items claimed to have arrived damaged or defective must be processed within 30 days of shipping to you through our returns portal.

 

Warranty Returns

Our carriers have a 1 year manufacturer warranty. If you feel your carrier has a manufacturer defect, please email us at contact@mama-roo.com with your name, order number, email address, and a description of what is wrong with the carrier. Please send relevant photos to help us understand what happened.

If you have the white sticker on your manual and/or cardboard tag that the carrier came with, please include a photo of this. This sticker includes important lot number information that the manufacturer will use to fix any errors in their process and to contact other customers in the unlikely event of a recall.

As part of the warranty process, you may be asked to ship the carrier to us or to the manufacturer for inspection. This will be collected at no cost to you. If you are unable or unwilling to ship the item back, we unfortunately will not be able to offer you a warranty replacement.

 

Non-returnable items

*We cannot accept returns or exchanges on sale or clearance items, Limited Edition, Discontinued, etc., Mystery Boxes/ Bundles, Mystery Gifts, or anything marked final sale*  

Please contact us with questions prior to purchase via the chat on this page.

If an item arrives damaged or defective, contact us right away so we can find a resolution.

Additional non-returnable items:

• Pacifiers
• Toys
• Masks
• Gift cards
• Video Consult
• Package Protection
• First in Line
• Shipping fees
• Custom / special orders--if you have questions as to whether your purchase constitutes a custom order, please clarify prior to purchasing

Sale items
Only regular priced items may be returned. Unfortunately, sale items cannot be refunded.

Unusual Circumstances

There are certain situations where additional fees are assessed and withheld from the refund. You will be contacted if your return falls into one of these unusual categories:

• Any item not in its original condition, is damaged or missing parts for reasons not due to our error
• Any item that is returned more than 30 days after order ship date

Late or missing refunds (if applicable)
Once you receive an email that your refund has been sent, there is unfortunately nothing more we can do to speed up the process. But, there are some steps you can take if your refund appears late. Please know that it’s normal to take at least 2-3 business days for a refund to process.

What you can do:

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. PayPal refunds often take longer than other forms of payment to process.

Next, contact your bank. There is often some processing time before a refund is posted.

If it’s been several business days and the above steps do not show your refund, please contact us at contact@mama-roo.com.

Shipping
Shipping services are outside of our business. We cannot guarantee that we will receive your returned item. Should the item be lost or damaged in transit back to us, it is the buyer's responsibility to handle any associated claims.

International

Unfortunately, we cannot process returns or exchanges outside of the United States. International orders are final sale.

***We want you to love your items--if you have questions or concerns, please contact us!***