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Frequently Asked Questions

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 FREQUENTLY ASKED QUESTIONS




Returns & Exchanges


Orders


Product Issues


Re-selling our products & product samples




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Q: I want to return my purchase. What do I do?

A: If you are not 100% satisfied with your purchase, we will be happy to accept a return for a full refund.  Just go through our easy self-service return process.

Return Instructions for Items Purchased from Us
With our 90-day return policy, there are no special catches. All we ask is that you send the items back to us in an unused, unwashed and in a re-sellable condition. Washed, used, & items purchased on clearance/from our Outlet store are non-returnable.

You can return your items for up to 90 days from the purchase date.  Products must be in the same condition you received them. 

To return an item, please follow the instructions below: 

Step 1: Request for a Return Authorization # (RA#) by
filling out the RA# Request form. You will receive your RA# within 24 hrs when request is sent during our business hours (M-F 8-4 pm EST).  While waiting for your RA#, you can proceed to Step 2.

Step 2:
Download, print and fill out the Return Form completely. 

Step 3:
Pack the item/s securely with the Return Form.  Make sure you have your RA# on the form to facilitate processing.  If you don't have an RA#, please request for your RA# before sending your package out.

Step 4: Ship the package using a prepaid, insured, traceable method (e.g. FedEx, UPS) to the address on the Return Form. We are not responsible for returns lost or damaged in transit.

Please note that it takes us 3 to 5 business days to process returns and refunds once they arrive at our facility. Once your return is received and inspected by our warehouse staff (usually within 72 hours of receipt), we will process your refund and automatically apply a credit to your credit card or original method of payment within 7 days. Please note that depending on your credit card company, it may take an additional 2-10 business days after your credit is applied for it to post to your account.

More About Our Return Policy

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Q: I would like to return a gift that was sent to me. How do I do that?


A: We are very sorry that your gift did not work for you. Please contact us via our Contact Form or call us at 1-888-838-7987 for assistance in returning the item. We will need some information in order to pull up the account that the gift was purchased on. You will have to provide their phone number, first and last name, or email address.

Any gift item being returned will be refunded to the original purchaser's method of payment; you cannot obtain a store credit for a returned gift item. However, we can definitely process a gift exchange for you for another item. Please contact us via our Contact Form or call us at 1-888-838-7987 for assistance.

In order to expedite the process for you, you can create your own account on any of our websites. Please click on the "Register" link at the top right of the web page and begin the process. Otherwise, we will be more than happy to create one for you over the phone.

More About Our Return Policy

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Q: I received the wrong item/color/size. How do I get the correct item?


A: If you live in the United States and you received the wrong items/color/size from what you originally ordered, please follow the instructions below:

Step 1: Request for a Return Authorization # (RA#) by filling out the RA# Request form. You will receive your RA# within 24 hrs when request is sent during our business hours (M-F 8-4 pm EST).  While waiting for your RA#, you can proceed to Step 2.

This does not apply for defective merchandise purchased over 90 days.

Step 2:
Download, print and fill out the Return Form completely.

Step 3:
For defective merchandise, attach a copy of your proof of purchase if items was bough from an authorized retailer (receipt or emailed order confirmation)

Step 4: Pack the item/s securely with the Return Form.  Make sure you have your RA# on the form to facilitate processing.  If you don't have an RA#, please request for your RA# before sending your package out.

Step 5:
Attach the prepaid label to the outside of the package, and drop off at your nearest post office, USPS mail collection box, or hand to your mail carrier. For defective merchandise purchased over 90 days, please ship the package using a prepaid, insured, traceable method (e.g. FedEx, UPS) to the address on the Return Form. We are not responsible for returns lost or damaged in transit.

You will be sent the replacement items as soon as we receive your returned package.

For international customers, please contact us through our Contact Form for other options.


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Q: How do I exchange an item I just got for a different color/size?


A: If you would like to exchange an item for a different one, please follow the instructions below:

1. Download, print and fill out the Return/Exchange Form.
2. Pack up the items with the Return/Exchange Form enclosed (you will be refunded your original purchase price once we receive the item)
3. Place another order for the item you wish to purchase. You do not have to wait for us to receive the original item before placing the new order.

Please note that it takes us 3 to 5 business days to process returns once they arrive at our facility.

More About Our Return Policy

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Q: Something is wrong with the item I received. How can I get it replaced/fixed?


A: If there is something wrong with the product/s you got (i.e. cracked snap, something coming loose, broken elastic, etc.), please follow the instructions below:

Step 1: Request for a Return Authorization # (RA#) by filling out the RA# Request form. You will receive your RA# within 24 hrs when request is sent during our business hours (M-F 8-4 pm EST).  While waiting for your RA#, you can proceed to Step 2.

This does not apply for defective merchandise purchased over 90 days.

Step 2:
Download, print and fill out the Return Form completely.

Step 3:
For defective merchandise, attach a copy of your proof of purchase if items was bough from an authorized retailer (receipt or emailed order confirmation)

Step 4:
Pack up the items securely with the Return Form and proof of purchase (if applicable) enclosed.  Make sure you have your RA# on the form to facilitate processing.  If you don't have an RA#, please
request for your RA# before sending your package out.

Step 5:
Attach the prepaid label to the outside of the package, and drop off at your nearest post office, USPS mail collection box, or hand to your mail carrier. For defective merchandise purchased over 90 days, please ship the package using a prepaid, insured, traceable method (e.g. FedEx, UPS) to the address on the Return Form. We are not responsible for returns lost or damaged in transit.


You will be sent the repaired/replacement items as soon as we receive your returned package.

For international customers, please contact us through our Contact Form for other options.

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Q: How long does it take to get exchange/replacement items?


A: It usually takes us a week to process exchanges/returns. If you used the Prepaid Return label to ship your items back to us, it will generally take about a week longer than normal for us to receive your package. The reason for this is because the US postal service will need to verify the account validity of the return postage label. If you would like for us to receive your package sooner, you may use other alternative methods of shipping. We cover the costs of shipping items back to us when Prepaid Return label is used, but we do not refund return shipping costs incurred in using other methods.

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Q: How long does it take for me to get a refund?


A: Once your return is received and inspected by our warehouse staff (usually within 72 hours of receipt), we will process your refund and automatically apply a credit to your credit card or original method of payment within 7 days. Please note that depending on your credit card company, it may take an additional 2-10 business days after your credit is applied for it to post to your account.

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Q: When will I receive my order?


A: Orders are typically shipped out within 2-5 days after received. Depending on where you live, it could be another 2-5 days for shipping domestic U.S. orders.

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Q: How do I change my order?


A: Please contact us via our Contact Form or at 1-888-838-7987 immediately if you need to change or cancel your order. Please be advised that some orders are shipped very soon after placement, and it may not always be possible to cancel or change your order.

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Q: I just got a shipping confirmation for my order, but it does not have all the items I ordered. Where are the rest of the items?


A: If you get a shipping confirmation that does not contain all the items you originally ordered, it is because of either one of the following:

1. One or more items from your order may be shipping from a different location.
2. One or more of the items you ordered may be temporarily out of stock, in which case the rest of your order should follow in a couple of weeks.
3. One or more of the items you ordered may be permanently out of stock, in which case you will receive a refund if you paid via Paypal, or not charged for the missing item/s if paying via credit card.


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Q: I just received my order but it is missing some items. What do I do now?


A: Please send us a message through our Contact Form. After looking up your order and verifying the weights of the package you got, you will be sent the missing items.

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Q: How much are your international shipping rates?


A: Shipping charges are automatically calculated by our shopping cart. To get an estimated shipping charge, simply put the items you want to order in the shopping cart, and look for the link at the bottom of the shopping cart page that says Click Here to Estimate Shipping.

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Q: Do you do co-op orders, price-match, accept competitor coupons, give away the kitchen sink?


A: Sorry, we don't.

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Q: You are out of stock on the item I want. When are you going to get more of them back in stock?


A: For regular items, we typically replenish out-of-stock items within 2-3 weeks. Items that are on clearance or marked down do not get re-stocked.

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Q: Is the item I want going to go on sale soon?


A: Unfortunately, we do not know if an item will go on sale or be marked down until it actually happens. Because our sales are based on various factors, it is hard to advise when a particular item will be marked down. The best way to catch a great sale would be to visit our clearance page.

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Q: What is the warranty on your diapers?


A:We guarantee every item we sell against material or workmanship defects for 365 days from the date of purchase. This covers product stitching, seams, elastics, and any of the product's components including snaps, hook & loop closures, and fabric. Click here to see our detailed warranty information.

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Q: My diapers are leaking. What do I do?


A:  Leaking diapers can happen and when they do more then several times it can be frustrating trying to figure out where, why and how it is happening.  Here are some points to look into if you are running into leaking diapers.    

Common Causes or Issues that lead to leaky cloth diapers -

  • Heavy Wetter
  • To much liquid for the diaper
  • Compression leaks
  • Poor Fit or Wrong Size
  • Soaker material vs. the fast pee'er
  • Inserts need to be replaced
  • Repelling

Heavy Wetting ~

Heavy wetting is normal and can be a part of every little ones life at some point. This time varies from kiddo to kiddo, but if you ask most parents, most have been through this. It will take multiple attempts before you find how and what works best with you. Often times this means finding the right insert combination that works for your little one. Remember, have patience, this will be some trial and error.

Too much liquid for the diaper ~

Soakers/inserts have limits and please keep in mind that this is not time based. My little one can hold his pee while playing but as soon as he slows down and relaxes he can quickly push a diaper to its limit. Check your little one and change often.

 ~~The biggest thing to remember is realistic expectations of what your cloth diapers can handle. They are not meant to be left on for endless hours. Dealing with leaks can be frustrating but with a little bit of time, effort and patience leaks can be resolved!~~

Compression leaks ~

Certain types of inserts are known for compression leaks. Meaning, once weight (ie: sitting down in a car seat, or for my little guy - jumping in a jumper) and pressure is applied to the insert it releases the liquid. Microfiber is known for compression leaks and releasing liquid under pressure.

Poor Fit and Wrong Size ~

Remember, diapers fit babies differently. Each of us has our own unique design to our body and what fits great for one baby (older siblings) may not work for another. Several things you can do to check the fit of the diaper is to make sure it is snug on all sides. Once the diaper is on, move the legs around to make sure you don't see any gaps or air between the diaper and the skin. Gaps allow leaks. If your little one is to small for the diaper or current setting, leaks will slip right out of the diaper or if your kiddo is to big for the diaper you may experience leaks similar to compression leaks.

Another factor to this issue could be the wrong size insert. The insert needs to fully fit inside the pocket. Space between the insert and the elastic binding on the diaper is not good. This is a great place for wetness to end up and pool causing leakage.

If your little one is leaking out the top of the diaper make sure the insert is not pushing the lining up and allowing it to touch clothing. This will wick wetness out of the diaper and onto clothes. You want to make sure the top of the diaper lays flat against the tummy.

If leaking is occurring through the legs/side of the diaper change and check the insert first. If the insert is saturated your kiddo pee'd a lot and may need more absorbency or changed sooner. If the insert is not saturated it may be a fit or repelling issue. Something could be channeling the pee to the outer edges of the diaper. Check the fit around the legs. You should see no gaps or air.

If the wetness is coming up the back first check to make sure the insert is tucked completely inside. If part of the insert is sticking out this can allow wetness to wick up the back into clothing.If you have a little boy make sure he is "aimed" or "turned down" other wise he can direct pee to front or the sides of the diaper.

If you have a little girl they can release a lot of wetness up the back.

Soaker/insert material vs. the fast pee'er ~

Some fabrics are GREAT for holding a good amount of pee, but they all so can have their drawbacks. Hemp is a great example of this. Hemp inserts are GREAT for holding a lot of wetness but it is also a rather slow absorber. One way to work around this is to use a combination of microfiber and hemp. Placing the microfiber on top will quickly absorb the pee and pull away from your little ones bottom and it will allow the hemp to slowly soak the wetness up. Cotton and Bamboo absorb wetness quickly as well.

Inserts need to be replaced ~

Over time and/or heavy use inserts will just loose their ability to work like they used to. Microfiber is generally good for a year. Hemp and other natural fiber soakers can last longer but can start to loose their goodness once they get thin and ratty-looking. Remember, all inserts will start to absorb slower over time.

Repelling ~

Issues with diapers and soakers repelling can be caused by not fulling prepping, using fabric softeners in the washer, dryer sheets or diaper creams.  

You may not use fabric softeners or dryer sheets with your diapers but do with other clothes. The residue from these products can get deposited on to your diapers and inserts causing repelling issues.If you need to use a diaper cream, look for those that are safe for cloth diapers and we suggest using a liner when doing so. Make sure to wash the liner separate from the other diapers so that residue is not deposited onto other items.


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Q: There's a defect in the diaper I received. What do I do now?


A: Click here to see our detailed warranty information. We will gladly repair/replace any item considered to have a manufacturing defect. Please see our list below for what constitutes a manufacturing defect:

- cracked, missing or broken snaps
- broken elastic
- exposed elastic
- stitching coming loose or undone
- hook/loop tabs falling off or coming loose

If your item has any of the issues above, please follow the instructions below:

1. Download, print and fill out the Return/Exchange Form.
2. Send us a message through our Contact Form to notify us of the defect and to request a prepaid shipping label to send the item/s back to us for repair/replacement at no cost to you.
3. Pack up the items with the Return/Exchange Form enclosed, attach the prepaid label to the outside of the package, and drop off at your nearest post office, USPS mail collection box, or hand to your mail carrier.


You will be sent the repaired/replacement items as soon as we receive your returned package.

For international customers, please contact us through our Contact Form for other options.

If you are returning a used defective product within our 90-day warranty period, please be considerate about the condition of your item before shipping them. Your item must be clean, stain-free and dry before you ship it. Without exception, we will not handle any items that are stained, smelly or damp on arrival.

Please note, we are not responsible for damage to an item caused by improper care, abuse, misuse, normal fading or normal wear and tear of the product materials.

Diapers are not indestructible and, like any other clothing item, they may not withstand washing every single day for extended periods of time. Please keep this in mind as you decide how many diapers to purchase. You are solely responsible for understanding how to care for the items you purchase.

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Q: My diapers stink. How do I get rid of the smell?


A: Stink is usually caused by using either too much or too little detergent in the wash. Too much detergent may leave residues, and too little may not be enough to get your diapers clean. We recommend following the suggested amount on the detergent's packaging based on the size of your load and/or the type of washing machine that you have.

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Q: I want to sell your products, where can I get wholesale information and prices?


A: Please see our Wholesale Information page for our basic wholesale information & policies. If you are still interested in an account after reading everything, please follow the instructions for applying for an account. Wholesale prices will only be disclosed upon approval of your account.

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Q: I have a blog and I want to review your products. Can you send me a sample?


A: We no longer send out products for review or for blog giveaways. But if you already have one of our diapers, we will happily share your blog post reviewing our products.

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Q: I would like to get a free sample of your diaper to see if I like it before purchasing more.


A: We do not send out free samples.  However, we have several retailers that have brick & mortar stores where you might be able to physically touch and see the diapers and even compare them to other brands to help you make your decision. There are also quite a few retailers offering trial programs. Check out our Retailers page to find one near you.

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Q: Do you donate diapers to non-profit organizations or to families in need?


A: For donation requests, please send a formal written request on a company letterhead via snail mail to the address below. We do not review or respond to requests sent via email or through our contact form.

Blueberry Diapers
11145 Outlet Drive

Knoxville, TN 37932


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