By selecting Package Protection at checkout and paying an additional fee of a small percentage of your order subtotal, your order will be protected from damage, loss, or theft. *Package Protection does not offer a shipping speed guarantee. All shipping speeds are estimates.* If your order never arrives or is damaged when it arrives, you can easily file a claim by following this link and receive a replacement order or store credit. If your package has been marked "delivered," but you have not received it, please wait at least 3 days, but no longer than 15 days, after delivery confirmation to file a claim. For packages marked delivered, but still have not been received 3 days after delivery confirmation (and no longer than 15 days), we will issue you a replacement. If a replacement cannot be sent (limited edition, discontinued, etc.), we will issue store credit for the original purchase price For packages not marked delivered & presumed lost by the carrier, we will issue store credit for the original purchase price For damaged packages, we will issue you a replacement. If a replacement cannot be sent (limited edition, discontinued, etc.), we will issue store credit for the original purchase price A package is typically considered "lost" 15 days after the package has been mailed. If it has been 15 days since your package has been mailed (acceptance scan or other initial scan if acceptance scan is missing) and your package has not arrived, please contact us immediately. If it has been more than 30 days since your package was mailed, we unfortunately cannot re-ship your item or offer a gift card replacement. Lost packages must be reported within 30 days of mailing for Package Protection to be valid. We ask for your cooperation as needed for filing insurance claims, which may include photos, etc. To file a claim, go to https://mama-roo.com/pages/file-a-claim with your Order ID, contact info, and a description of the problem, and we will get back to you within 2-3 business days. Please include photos of damaged items, if applicable.
If you declined Package Protection and your package has been lost, stolen, or damaged, please contact the shipping carrier directly.

Exchanges:

Was it not quite right? No problem! 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:

Email us if you need a return. Let us know who you are and why you’re returning. 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.

Read the whole return policy here

If you need your order by a specific date, let us know! Please leave the date you need it in the order notes during checkout. 

Shipping is free on orders over $200 to US addresses.

Shipping is a flat rate of $12.99 for orders less than $200.

Shipping rates to Canada are calculated based on address.

Most items ship within 2-3 business days. We start processing immediately and cannot modify or cancel orders once they are placed.

We ship orders on Tuesdays and Thursdays from North Carolina.

Items marked as a pre-order are expected to ship within 4-6 weeks. Please reach out before ordering with any questions.

Need express shipping? Message us via chat or email us as contact@mama-roo.com, and we will do what we can to accommodate you.

You can find the whole shipping policy here