Frequently Asked Questions
Please click a frequently asked question below. If you don't find the answer you are looking for, please email us.
What is your return policy?
Any non-personalized item(s) may be returned for credit within 14 days of receipt as long as the item has not been used. A RETURN AUTHORIZATION NUMBER (RA#) must be obtained from our customer service staff and is required for all returns. Merchandise must be returned within 15 days of the issuance of the RA# at which time the RA# expires. Return shipping charges are the sole responsibility of the customer. Lilypad Baby reserves the right to return to the customer any merchandise without a valid RA# or with visible usage. Unfortunately, we are not able to issue a refund for embroidered items.
We will notify you via e-mail of your credit once we've received and processed the returned item. You can expect a refund in the same form of payment originally used for purchase within 7 to 14 business days of our receiving your return. If your return is not due to our error, we will deduct the shipping and handling costs from your refund. Should you return an order that was placed using a promotional coupon, you will not be refunded for the amount of the coupon, as these discounts were deducted from the original purchase amount.
To obtain a valid RA# or for any other questions, please contact customer service at customerservice@lilypadbaby.com or 866-735-BABY (2229) and we will be happy to assist you.
How long will my order take to ship?
Our turnaround time to ship personalized orders is typically 3-12 business days.Non-personalized orders usually ship within 1 to 5 business days, unless specified on the product page.
Do you offer Rush shipping?
If you need an order rushed, please contact customer service for rush fees and rush shipping rates. We do offer priority shipping of completed orders for a nominal fee.
How can I track the status of my order?
Login your account to retrieve up to date information about your order. This is accessible in the "order status" bar at the bottom of our website. The status is updated at every stage of production and shipping.
How do I place my order?
If you do not already have an account, create an account.
May I order by phone?
You can phone in your order by calling toll free 866-735-BABY (2229). Our office ours are 9AM to 5PM (PST), Monday through Friday.
I forgot my password. What do I do?
If you have forgotten your password, simply visit our forgotten password section. Enter the email address you used to create your account and a new, temporary password will be emailed to you. Once you login with your temporary password, you can update your account with a new password.
How do I change my password?
Simply login your account and change the password in the appropriate fields.
Is it safe to use my credit card for purchases?
This site has security measures in place to protect the loss, misuse and alteration of the information under our control. We always use industry-standard SSL encryption technologies when transferring and receiving consumer data exchanged with our site.
What credit cards do you accept?
We accept Visa, and Mastercard, American Express and Discover. You can also pay by Paypal.
Do I have to pay sales tax?
Orders processed to be shipped within the state of California are subject to sales tax.
How do I contact Lilypad Baby?
For all company and product related questions, please contact: customerservice@lilypadbaby.com
For affiliate partnerships please contact affiliates@lilypadbaby.com
For questions about an existing order, please contact: orders@lilypadbaby.com
I found something wrong on your site. How do I report it?
Please email us at info@lilypadbaby.com or call us directly at our toll free number 866-735-2229.
What are my shipping options?
Our standard shipping is usually via USPS, which generally takes 1-3 days on average, but is not guaranteed. We also ship via UPS Ground, Fed Ex Ground at our discretion for larger packages. Third party products (bath gift sets, bodysuits, large gift baskets, diaper bags, silver, slings and decor) typically ship UPS Ground and UPS 2nd day. Orders shipped via ground usually take 1-5 days to arrive, depending on location. We are located in California, ground deliveries to the east coast may take up to 5 days from the shipment date.
**Please be sure that the "Ship To" address entered is accurate and complete to ensure prompt delivery.**
How much does shipping cost?
Shipping charges are calculated by the total weight of the shopping cart. We implemented this new procedure to offer more price competitive options.
Do you ship outside the US?
Due to the expensive cost of shipping and the lack of tracking control, Lilypad Baby does not ship internationally at this time.
Can I change or cancel an order once it's been placed?
We can usually modify or cancel personalized orders within 24 to 48 hours. Once the personalization is complete, however, the order cannot be canceled or refunded.
Do you offer gift wrap?
All Lilypad Baby gift sets (see our baby gift sets page for complete listing) include a tulle bag or wrap and a coordinating satin ribbon. Al la carte items will be sealed with clear wrap unless gift wrap is specified. Any item may be gift wrapped by choosing the gift wrap box upon checkout.
Do you send receipts with gift orders?
Receipts are never included with a baby gift orders. All gift orders are sent with a gift card if requested. If no gift message is included, a packing slip without the prices is enclosed.
How do I buy a gift certificate?
Click on the gift certificate button and follow the prompts as if purchasing any other baby product. There are two types of gift certificates - paper and email. A paper gift certificate is printed out and mailed along with a gift card to the recipient. An email certificate is essentially the same thing with a gift email being sent in lieu of a paper one. The recipient will receive an email notifying them of your gift and will include the gift certificate code to use on our website.
How do I redeem a gift certificate?
Select the item(s) you would like to purchase and checkout as usual. After entering in your customer billing, shipping and email information, you will be sent to a page that offers gift messages and discounts. Enter the PIN in the box titled "Gift Certificates" and you account total will adjust accordingly.
What is a coupon code? How do I get one?
From time to time, Lilypad Baby offers special discounts to our monthly mailing list. You can also find current specials and coupon codes by clicking here.
How do I use a coupon code?
Simply enter the code in the box titled "discounts" upon check out. This appears on the same page as gift messages and shipping options, just after the customer information page that contains billing and shipping information.
What do I do if my coupon isn't working?
Coupon codes are specific to the specials that are offered or have order parameters that need to be met on your current order. If you believe you have the correct information, contact info@lilypadbaby.com or call 866-735-BABY (2229) for assistance.
*Pre-Sale Item Information: From time to time, we do offer new items for pre-sale. If you are purchasing a pre-sale item in addition to non pre-sale items in a single order, please note the entire order will be held at pre-sale dates unless otherwise specified in special instructions during checkout. If your pre-sale order is embroidered, it may take 10-14 business days from the estimated date of shipment associated with that specific pre-sale piece. Orders without personalization will ship in 1-3 business days from this date.
For more guidance on how to place an order, please visit our Help page.