-Mama Koala on average takes3-4 months to arrive to us from our overseas manufacturer then takes 2-3 weeks to pack and ship out all orders.
-Our custom Farmhouse Fluff diapers takes on average 2-3 months to arrive to us from our overseas manufacturer then takes 2-3 weeks on average to pack and ship out all orders.
-Any delays with the manufacturing/shipping process will be announced in our Facebook group and in our announcement section on our website. Please make sure to join our Facebook group to stay up to date on all current announcements.
-We ship all packages via USPS/UPS depending on weight.
-Once your order is packed and shipped, you will receive a tracking number by email/text from our website. We do not hold packages, once the label is printed, that means your package will be shipping within 24-48 hours.
-Please always make sure when placing an order with us your shipping address isupdated and current. If you need a change of address please reach out to us via our Facebook business page and one of our team members will help get your address updated for you in our system. Failure to update your address/it being delivered to the incorrect address is out of our control. Once it leaves our hands, we are happy to file a package intercept for you at customers cost, if the package is delivered to the incorrect address and is returned to us, we will reship the package to the correct address at customers cost.
-On average shipping to the United States takes 3-5 business days, international shipping can take 2+ weeks. Due to Covid-19 and its impact on USPS/UPS shipping times it may take longer than expected. Farmhouse Fluff is not responsible for delayed shipping due to any delays with USPS/UPS/COVID-19.
-If your package shows that it hasn't been scanned into the USPS/UPS system within 48-72 hours after your label has been printed please reach out to us via our Facebookbusiness page or email us at FarmhouseFluffTeam@gmail.com and we will get in touch with our local USPS/UPS as soon as possible. Due to COVID-19, there has been more missing packages/delays than normal but we will do what we can to help correct this issue for our customers.
-If your package shows that it has been delivered to your address but you did not receive it, you will have to contact your local USPS/UPS to see if they can help locate your package.
-We now offer Route Insurance for all customers at check out, if you want the extra piece of mind with your packages please add this to your cart at check out.
-Our return policy is 30 days, once past the 30 day mark since your order was placed we unfortunately can no longer offer you a refund, exchange or cancellation of your order. To be eligible for a return, exchange, or cancellation: your item(s) must be returned unused and in the same condition that you received it. It also must be in its original packaging. Eco friendly items such as our reusable straws, and snack bags cannot be returned, exchanged or canceled due to the nature of these products.
-All Farmhouse Fluff products come with a 6 month limited warranty. If any of the products you have received are defective please contact us by email or Facebook business page with your order number/proof of defective item(s). If your item is not defective/covered by warranty the shipping charges to return said items are the customers responsibility. Refunds will not be issued until the item(s) are received. If you have another brand please contact that company in regards to their warranty.
-You have up to 30 days to request a refund from purchase date. All refunds are submit to a $5 cancellation fee, plus shipping. All Sezzle payments are submit to a 20%cancellation fee, plus shipping. Sezzle payments will also have a processing fee deducted for the return.
-Paypal layaway has a 20% cancellation fee, once the order is submitted to Mama Koala this fee applies. There are no acceptions to this policy. This policy is also stated in the terms and conditions on your layaway that must be read before paying your deposit. If you file a claim with PayPal on your layaway, this information will be provided to PayPal. You will lose your 20% deposit, and removed from our group.
-If you file a claim/chargeback with PayPal before contacting us regarding any situation you will also be removed from our Facebook group without warning.
Gift cards, Reusable straws, snack bags, and other personal items.
-To complete your return, we require a receipt or proof of purchase.
-There may be certain situations where only partial refunds are granted, please reach out to us by either email/Facebook business page for more details.
-Refunds (If applicable) once returned and inspected, we will get back in touch with you to let you know if your returned items refund has been approved or denied. If approved, your refund will be processed within 24 hours back to your original payment method minus fees. Please allow your original payment method some time to process the refund such as credit cards, sezzle, etc. If you do not receive your refund via your credit card/sezzle, etc please contact your bank/sezzle for further assistance.
-If you request a refund and do not have access to the primary card or account on file, we can only offer you store credit. We will not be able to refund you to an alternate card or account. Refunds can only be given in which they were received.
-Sale/discontinued items cannot be refunded.
-If you request a refund on a preorder that is late (not arrived by ETA) we will refund you in full for your order if requested.
.Exchanges. (if applicable)
-We only replace items if they are defective or damaged. If you need to exchange it for the same item, please email us at FarmhouseFluffTeam@gmail.com or reach out to our Facebook business page. Please return your item to:
Farmhouse Fluff 10730 Potranco Road, Ste. 122, Box 560. San Antonio TX 78251.
-All return shipping costs are non-refundable and are responsible by the customer.
-If you have any further questions regarding our policies please reach out to us via email at FarmhouseFluffTeam@gmail.com or Facebook business page.
Thank you very much
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