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FAQ

Frequently Asked Questions

 

SHIPPING

 

When will you ship my items?

All orders are subject to a handling period before shipment. It usually takes 2-4 business days to process your order. Most orders leave the warehouse within 2-4 business days after the receipt of payment. Please allow at least 7 business days for order processing and shipment.

 

How long will my order takes to be delivered?

We shipped from our various warehouses located in the states of California, New Jersey, Texas, and also overseas like China. The shipping time will depend on your location and which warehouse the item will be coming from. Our standard shipping time-frame period within the US usually is 7-15 business days followed by 2-4 business days for the sorting facility to fully processed your order. Overall, expect your package to arrive within 10-15 business days. However, it may take up to 4 weeks to arrive depending on your location and how long it takes to get through customs. 

 

How can I track my order?

We will  send you the tracking number of your order via email once it gets fulfilled. The email will also include the link where you can track your package. Please note that the tracking information may take 2-5 days to be updated in the courier system.

 

CANCELLATION, RETURN and REFUND POLICY

 

Can I cancel or modify my order?

You may request a cancellation or order modification of your order within 24 hours after placing your order. Just send the request to support@downtownbabies.com. For request beyond 24 hours, we can no longer cancel them. You can return it but please note that shipping is not refundable and we will also not cover the return shipping.
NOTE: We do not provide prepaid shipping label if you want to send the product back. Customers must send back the unwanted product/s at their own expense. Please send us a message at support@downtownbabies.com for the return shipping address.

 

What is your return policy?

We are committed to our customers and we want you to be be happy. We stand by our products and offer 15-day customer satisfaction guarantee. If for any reason you are not satisfied with our products, just send it back to us within 15 days for the delivery date. 
NOTE: Once you return the item with your chosen courier, kindly contact our support again and provide the return tracking number. We will process the refund as soon as the package reach our warehouse.

 

My order arrived broken/damage. What should I do?

We strive hard to provide quality products and make sure to check it carefully before sending it out. But in some cases that it got damage during shipping which is out of our control, just send a photo or a video of the defective product to support@downtownbabies.com and we will report it to our Fulfillment team. We can then go ahead and replace your order at no extra cost. Kindly please contact us within 48 hours after you received the faulty item to be qualified for the free replacement.

 

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