Dear TenderHug Family,
Just as we carefully design each product in our Baby Care Shop with your little one’s comfort in mind, we want your shopping experience to be completely worry-free. Below you’ll find all the details about our shipping options and straightforward return process.
Shipping Information
Order Processing Time
All orders are processed within 1-2 business days (excluding weekends and holidays).
Shipping Methods & Delivery Times
- Standard Shipping ($12.95):
- Carrier: DHL or FedEx
- Delivery time: 10-15 business days after shipment
- Tracking included
- Free Shipping (Orders over $50):
- Carrier: EMS
- Delivery time: 15-25 business days after shipment
Note: Delivery times are estimates and may vary depending on your location and customs processing. We currently ship worldwide except to some Asian countries and remote areas.
Our Return Promise
We accept returns and exchanges within 15 days of delivery for most items in their original condition (unused, unwashed, with all tags attached). Your satisfaction is as important to us as the safety standards in our baby products.
Non-Returnable Items
For health and safety reasons, we cannot accept returns on:
- Breast pumps and accessories (all items in our Breast Pumps & Accessories category)
- Bath and health products (from Bath & Health category)
- Clean & Sterilization products
- Any opened personal care items
These exceptions follow strict industry standards for infant health protection.
Easy Returns Process
Step 1: Initiate Your Return
Within 15 days of receiving your order:
- Complete our Return Request Form below
- Email it to [email protected]
Our team will respond within 24 business hours with return instructions.
Step 2: Package Your Items
Please include:
- Items in original packaging with tags attached
- Original receipt or order confirmation
- Reason for return (helps us improve our products!)
Step 3: Ship Your Return
You are responsible for return shipping costs unless the return is due to our error. We recommend:
- Using a trackable shipping service
- Insuring your package (we cannot be responsible for lost returns)
Ship to:
TenderHug Baby Returns
1042 White Lane
LOUISVILLE, US 62858
Refund Information
Once we receive and inspect your return:
- Timing: Refunds process within 3-5 business days after we receive your return
- Method: Funds will be returned to your original payment method (Visa, MasterCard, JCB, or PayPal)
- Shipping Costs: Original shipping fees are non-refundable
Note: International refunds may take additional time to appear in your account depending on your bank’s processing time.
Exchange Requests
Prefer a different size or color? Follow the same return process and:
- Clearly note “EXCHANGE” on your return form
- Specify the replacement item desired
We’ll ship your new item once we process the return. For exchanges of equal value, no additional payment is required. For higher-value items, we’ll invoice the difference.
Return Request Form Template
Subject: Return Request – Order #[Your Order Number]
Dear TenderHug Baby Team,
I would like to request a return/exchange for my recent order:
Order Number: [Insert]
Date Received: [Insert Date]
Item(s) to Return: [Product Name, SKU if available]
Reason for Return: [Please specify] [ ] I would like a refund
[ ] I would like to exchange for: [Specify item]
I confirm that the item(s) are in original condition with tags attached.
Customer Information:
Name: [Your Full Name]
Email: [Your Email Address]
Shipping Address: [Your Address]
Thank you for your assistance. Please reply with return instructions.
Warm regards,
[Your Name]
Questions?
Our Louisville-based customer care team (real parents who use our products too!) is happy to help:
- Email: [email protected]
- Phone: [Your Customer Service Number]
- Hours: Monday-Friday, 9am-5pm EST
From our family to yours, we appreciate you choosing TenderHug Baby for your little one’s care essentials. We’re committed to making every aspect of your experience with us as gentle and reassuring as our products.
With care,
The TenderHug Baby Team