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FAQS

Hum. FAQS. The necessary “borings” which bring up the humming truth that we love to hear from you!

Your questions and thoughts, the dialog and relationships, the essential “excitings” that bring us all along.

So. If you need assistance or have a question beyond this page. Perhaps a comment or thought? Feel free to reach out.

PS Express Note:
Holiday returns are accepted through January 25, 2021


PURCHASES
What forms of payment do you take?
  • All major credit cards and debit cards
  • ApplePay, PayPal and Shop Pay
How much does shipping cost?
  • Free Shipping, US orders over $75
  • $4.99 Shipping, US orders under $75
  • USPS Priority, $8.99
  • FexEx Overnight, $50
  • FedEx Int'l Priority $35
What are your shipping methods and how long do they take?

Primary shipping is through USPS. Free and flat rate is 7-10 days. USPS Priority is up to 3 days after ship date. Orders generally ship 1-2 business days.

We also offer FedEx Two Day, FedEx Int'l Priority, FedEx Overnight. Email us for custom and international shipping rates.


Can I change/cancel my order? 

It is not guaranteed, but we will try. Our fulfillment process is fast. Once you place the order, the warehouse is packing it for shipment. We have a two-hour window to attempt to make changes.

Reach out to us, via phone, during regular business hours we will do our best to change or cancel your order. Please be aware we are not able to answer all calls as they come in, due to volume. Customer care calls not answered will be returned within 24 hours


Do you have bundles where I mix and match styles? 

Currently, we don't have any bundles, but check back in for our upcoming Baby Bundles, where you can mix and match and get discounts for bundle buying.


RETURNS
What is SoftBaby's return policy?

We want you to love your purchase, but if you are not completely satisfied, we will happily accept most returns within 30 days of purchase. Please be aware: final sale items, items worn, stained, soiled or damaged cannot be returned. We do apologize for any inconvenience this may cause, but it is our policy.

We kindly ask that you call or email as soon as you know there's an issue. It helps us help you faster, and it allows us to manage our inventory more effectively.


How to start the return/exchange process? 

1. Contact returns@soft-baby-clothes.com with your order #.

2. At this time we are working on a way to send pre-paid labels for your changes and returns. To return to us immediately, we do recommend creating a self-paid label at USPS with the link below. 

https://www.usps.com/ship/online-shipping.htm 

3. Return item with the receipt to the following address: Soft Baby Clothing Return Department, 807 Airport Access Road Traverse City, Michigan 49686

4. Upon receipt of returned item, we will refund the related purchase charges, if the product is still in good condition and meets the below criteria.

  • Returned products are postmarked and shipped within 30 days of the date you have received the items.
  • Your returned products are completely unworn with all original tags in place. Please note, items that have been washed/laundered cannot be returned for any reason item.
  • Items that are final sale items, worn, stained, soiled or damaged cannot be returned, and no credit will be made to you. We will ship the item back to you if you prefer, but you will need to pay for the return shipping. 

For all merchandise returns, a full credit, excluding initial shipping and handling costs, will be issued to your credit card. 


How do I return a gift?

Please follow the regular return process above. Your product was shipped with a gift packing slip, which has the order number for your reference. 


When can I expect my refund?

It can take 3 -7 business days for the warehouse to receive your return, Two business days for the warehouse to review and approve the return. Once a positive review of the return has been approved, you should expect to see a full refund in your bank account or on credit card within 3-7 business days, depending on your bank processing time. 


What if my item is damaged, defective, or incorrect?

It is rare, but if you find a button missing, or hem not sewn correctly, we want to hear about it and resolve the issue. We ask that you follow the return directions below and we will send you a custom shipping label for you to print for your return or we will refund you the cost you paid to ship the package to us via USPS. 


Can I return purchases in store?

For in-store purchases at boutiques or large retailers, you would return the product directly. Please refer to their return policies. For any issues with product quality, we would still love to hear about those issues.


ORGANICS & ETHICS 
Why is organic cotton healthy?

Since baby’s skin is 3-5 times thinner than adults, it’s more vulnerable to the adverse effects of pesticides and fertilizers used in traditional cotton production. Even “100% cotton” labeled garments consist of, on average, 27% chemicals, resins and binders.

Far better for baby is 100% organic cotton with GOTS certification. This cotton contains a minimum of 95% organic fibers, qualified by strict standards and diligent inspections from cotton fields to final clothing. The entirety of fabric and adornments of the finished labeled piece are required to meet or exceed the world’s highest safety benchmarks set by GOTS.

100% organic cotton that is also GOTS certified is hypoallergenic and does not cause any allergy or irritation when it touches baby’s sensitive skin.  


Why is organic cotton better for the environment? 

Massive amounts of water are used for “run of the mill” cotton production. Large portions of ill-treated cotton fields are harvested for oil, meal and hull, from which chemicals enter our food supply. Millions of birds and fish are affected every year from contaminated air dust and water runoff.

Far better are organic cotton approaches which protect, preserve and promote the fundamental forward way of earth. Organic cotton production uses only ten percent of the water footprint of “unregular” cotton, keeps our food good and wildlife well.


How is SoftBay clothing ethically made?  

SoftBaby is ethically made by using factories where no child labor is used; working conditions are safe and hygienic; fair wages are paid, and no excessive working hours are enforced. We want to continue helping these developing countries by supporting workers in improving their standards to live healthier, more productive lives so they can better support their families.

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