How do I know my order went through?
After you place your order we automatically email an invoice to the address you provided. This is the only invoice you will receive from us as we only send out packing slips with our packages. If you do not receive an email, please check your junk mail folder. If you created an account with us, you can log in and check the status of your order. You will also receive an email when your order ships and it will contain your tracking number. To check on the status of your order simply log into your account on our website. This will provide all the latest information we have about your order.
How do I make changes to an order or cancel one I have already placed?
To make any changes to your order, please do so as quickly as possible as we custom make most of your items and usually begin work within the hour (unless you are ordering at midnight...) Email us through our contact form. This is much faster than calling as we are always on the computer...not so much with the phone.
I am getting an error when I try to place my order. What do I do?
First, double check your payment information. Secondly, contact us with your order and a screenshot of what happened. If you've found a bug, we will give you 15% off your order. We can also take your order on the phone and try and process it for you. Just email us (again, faster than phoning) through our contact form with your order, your phone number and a good time to reach you. Or give us a ring 503-836-7829.
What happens if I do not receive my package?
If you have received a tracking number, track your package to see whether or not it has been delivered yet. If you are in the US and it has been over a week and you still have not received your package, email us through our contact form and we will get right on it.
If your package says delivered, wait a couple of days because somehow magically, your package will suddenly be delivered. We don't know what is up with that but it's a pattern we've noticed.
If it has been over 30 days for international packages please email us through our contact form so that we can investigate. You will need to fill out an insurance claim with us if we have insured your package. You must report all lost non delivered packages within 75 days of actual shipment otherwise we cannot refund or reship the package to you.
How do I return an item?
All returns and exchanges are free for all U.S. orders. If you don’t love it for any reason, we’ll take it back within 30 days. For a free return label email us via our contact form letting us know your order number and what the problem is. We will provide you an RA to include in your package. We cannot accept back products that do not include an RA.
All refunds/exchanges must be in their new and original condition with tags attached. Items that are not in new and original condition will not be refunded.
Exchanges will be shipped out to you at no additional cost.
We refund the price of the product, including taxes, but not including shipping.
Credit card returns can only be refunded onto the original card used. If you are returning a product that was purchased during a promotional period of Free Shipping, the shipping costs will be deducted from your refund unless you are doing an exchange.
Custom items are only available for exchanges. Custom items are items that are made outside of product page specifications. This includes, altering hems, using a fabric from the gallery, changing shirt colors or styles or customizing graphics.
Can you put my name on a shirt or make a custom print?
Currently we are not set up to do this as our graphics are screen printed onto paper and purchased in bulk quantities.
It says Sold Out on your site, will you be restocking?
Most items that are listed as Sold Out are also discontinued. But you can always ask.
Why are things out of stock when it said that it was in stock?
Sometimes our count gets a little off. We do our best to stay on top of it. We are really sorry. We know it's a bummer when you order something you want, only to discover there is no more to be had.
How accurate are the colors of your products in your online catalog?
They are fairly accurate but sometimes the manufacturer will send a different shade of an item and we do not retake the photo so the shade may be different. Also, you must account for the differences between your personal monitor as it may be calibrated differently than mine. Pinks might look more red. Anything with a lot of saturation might be different than pictured. If you are in doubt, just email us. We usually respond within minutes.
Where are your products made?
The Baby Wit line is made in the USA. Most of the lines we carry are made in the USA including Rowdy Sprout, Kids Ink, Little Lark and Burdy Fly Away. All Yankers® and Not A Martha items are made right here in our sewing studio located in Portland, Oregon.
What payments do you accept?
We accept Visa, Mastercard, American Express, Discover, Baby Wit Gift Certificates and Paypal as payment methods. You may order online or over the phone. Our phone number is 503-836-7829. Emailing us is way faster. If you are shipping to an address other than your own we may need a verbal confirmation from you before we can ship your package. If your billing address does not match up with the one provided we will need to confirm your billing address before we can ship your package. Please provide us with a valid email and phone number.
Why have I been charged twice?
Chances are-- you haven’t been. When a card is declined your bank will hold on to funds for up to three business days, after which they are automatically reverted back into your account. If you process your order (i.e. click the submit button) more than once you may have been declined for one transaction while the other has gone through. The first step is to call your bank and find out when those funds will be available to you. If you discover that Baby Wit indeed has mistakenly charged you twice, don’t hesitate to call (503) 284-2283 between 9:30-5:30 PST or email us. We will refund your account immediately. But, honestly, this has never happened in all the 14 years we have managed our website. It's because banks are evil and like to hold onto your funds for as long as possible.
Do you charge tax?
We do not charge sales tax as we are located in Portland, OR, USA but this may change with government regulation.
My Credit Card Won't Go Through
Our store doesn't pass exact errors through because they help fraudsters. But, most likely, it is a problem with your address. Make sure you are entering your billing address. If you can't get it to go through just give us a ring or send us an email via our contact form.
How long will it take to get my order?
We try to ship orders on weekdays. We don't work on weekends and during holidays. We try to ship your orders out within 24 hours unless it is a hand-dyed or hand-sewn piece which may take an additional two weeks. Once USPS has it, if you live in the US, you will receive it in between 1 and 5 business days. The closer you live to Oregon, the faster you will see it.
Overseas orders can take anywhere up to 45 days although most show up within two weeks.
We do ship all overnight orders placed before noon PST the same day using USPS Priority Express. Depending on your location, delivery can take between 1-2 days. We also ship using Fed Ex Overnight but it is about twice the cost as USPS Priority Express.
Fed Ex is the only method of shipping in which we can guarantee an exact delivery date. Fed Ex orders (overnight, 2-day and express only) are processed Monday-Friday before noon PST.
Fed Ex DOES NOT deliver on weekends. Fed Ex DOES NOT DELIVER TO PO BOXES. We do request a signature upon delivery unless you specifically ask to waive a signature. If you waive the signature you accept full responsibility for the package after Fed Ex has delivered it.
When your order is shipped you will receive a handy tracking number in your email.
Do you ship internationally?
We ship to Canada and most European countries. We also ship to a select few international locations. If we do not ship to your country it is not personal. It's just that our insurance does not cover your location.
How much will my customs fees be?
The recipient of the package will be responsible for all inbound customs duties, taxes, tariffs, processing fees and related costs. These amounts are NOT included in the purchase price or shipping costs of the items.
It varies from country to country so it's best to just ask your local customs office before you order so you won't get any unwanted surprises. We don't determine the fees, that's your government at work.
If your item is a gift to someone overseas it is often better for you to receive the goods and ship them out to your recipient as gifts do not normally incur duties. If you are an international order and do not pick up your package or pay the customs and the package is returned to us we will deduct any shipping costs we incur from your refund.
What do you do with all my information?
How do I know I am safe on your website?
For security on our website we use 128-bit Secure Sockets Layer (SSL) technology to encrypt all your information and it is guaranteed to securely pass your information through our systems. We do not store any of your credit card information within our store, on our server or in our websites.
I am interested in doing a review/giveaway. How do I go about doing that?
We LOVE to partner up with awesome bloggers such as yourselves! However, unfortunately due to the sheer number of requests we receive we are unable to work with everybody. If you are interested then please use our contact form and provide your blog information, and the details of your request (i.e. review only, review + giveaway). We will then follow up with information if we are able to work with you. Please keep in mind that Baby Wit never pays to be reviewed by bloggers. Ever.