Welcome to TenderHug Baby’s FAQ! We’re here to help expecting and new parents navigate our thoughtful baby care products and services. Below you’ll find answers to common questions about our products, shipping, returns, and more.
About Our Products
What types of products does TenderHug Baby offer?
We specialize in premium baby care essentials including:
- Nursery items (bedding, blankets, boosters)
- Feeding accessories (bibs, breast pumps, baby spoons/forks)
- Bath time essentials (bath tubs, toys, accessories)
- Health & safety products (changing mats, clean & sterilization items)
- Thoughtful accessories for every parenting need
Are your products safe for newborns?
Absolutely! Every TenderHug Baby product is designed with your little one’s safety as our top priority. We use non-toxic materials and meet all international safety standards for baby products.
Ordering & Account
How do I create an account?
You can create an account during checkout by selecting “Create an Account” after entering your email address. Having an account lets you track orders, save favorites, and check out faster next time.
What payment methods do you accept?
We accept:
- Visa
- MasterCard
- JCB
- PayPal
Shipping & Delivery
Where do you ship?
We ship globally to help parents everywhere (excluding some remote areas in Asia and other locations). During checkout, you’ll see if we can deliver to your address.
What are my shipping options?
We offer two thoughtful shipping options:
- Standard Shipping ($12.95 USD): Via DHL or FedEx, arriving 10-15 business days after dispatch from our Louisville headquarters
- Free Shipping: For orders over $50 USD via EMS, arriving 15-25 business days after dispatch
All orders take 1-2 business days to process before shipping (excluding weekends and holidays).
How can I track my order?
You’ll receive email notifications at every stage of your order, including tracking information once your package ships. You can also check your order status by logging into your account.
Parent Tip: For baby showers or special occasions, we recommend ordering at least 4 weeks in advance when choosing free shipping to ensure timely arrival.
Returns & Exchanges
What is your return policy?
We stand behind our products with a 15-day return policy from the date of delivery. If any item doesn’t meet your expectations, simply contact us at [email protected] to initiate a return.
Who pays for return shipping?
Customers are responsible for return shipping costs unless the return is due to our error (wrong item shipped or defective product). We recommend using a trackable shipping method for returns.
Customer Support
How can I contact customer service?
Our Louisville-based customer care team (yes, real parents who use our products too!) is always happy to help. Email us at [email protected] for any questions about your order or our products.
What are your customer service hours?
We typically respond to emails within 24 hours during our business hours (Monday-Friday, 9am-5pm EST).
From our family to yours, thank you for trusting TenderHug Baby with your little one’s care essentials. We’re honored to be part of your parenting journey and promise to deliver not just products, but peace of mind.