FAQ & Shipping Updates
Can't find your answer below? Want to just say hello? Reach us at email@example.com We're usually able to respond within 12-24 hours but we're humans and things come up-- we're sure you understand!
We have our number 720-495-8833 listed on our website (google requires us to do so) however we do not have a full time phone answering team member so first try texting your question and order number before leaving a voicemail. We receive many marketing and bot calls, the voicemail fills up quickly and we don’t want to miss hearing from you boo 😘
How Long Does Shipping take?
General Things to Keep In Mind About Shipping
1. Standard delivery ranges from 2-4 business days based on distance from Pagosa Springs, Colorado. This does not include production time (please see your order confirmation for estimated production time)– The Sustainable Baby Co. MoonWomb, MoonBay, and MiniMoon are all handmade in the beautiful San Juan Mountains of Colorado. Because we handcraft our products, they take a little longer to ship. Our team is working hard to get your order to you as soon as possible. Due to the impact of Covid-19 and increased order volumes, orders may be delayed. We are doing our best to meet this demand though we are growing so much faster than we ever expected (and feel so lucky to have this kind of growth). Trying to do so sustainably in a time and place where this task can be a bit complicated for a small business with no interest in chasing capital or moving production overseas has been a little wild at times. We thank you for both your enthusiasm and your patience with us!
2. Orders are currently fulfilled by a few people at a time set up for adequate distancing, rather than a larger team of shippers during busy times. We are also following a strict regimen of sanitizing our workspace that slows us down a little bit more-- but keeps us all extra safe. This means it will take longer for orders to process, so we ask that you have patience with us at this time-- and please don't hesitate to reach out if you need us! :)
3. Multiple items in one order may ship separately. We try to ship together when possible, but it is not always an option with production schedules. You will receive tracking numbers for each item if shipped separately.
4.Our products are made with natural and organic materials, and, as a result, weigh more than synthetic and polyurethane-based pillows/sleepers.
I didn't receive my order confirmation or shipping confirmation email!
Check your spam! You should receive an email from us confirming your order and then another one when your order ships with tracking information. If you think you may have entered in your email incorrectly, or didn't receive an order confirmation for another reason, email us at firstname.lastname@example.org or check your customer account if you made one at checkout.
Please be aware that due to high levels of demand, USPS has not been able to scan all shipments when they pick them up from the warehouse. It's this scan that normally triggers an email to you communicating that your product has shipped. As a result, you may not receive this email and tracking may not be available or show movement until USPS scans shipments at the next network hub. Thank you for your patience and understanding.
I received a delivery notification but my package is not here!
9 times out of 10 your package will show up within a week! Once the package has left our warehouse, USPS/UPS is responsible for your package. We cannot be held responsible for lost or stolen packages. Visit their website for instructions on how to make a claim. You can also find your local post office on the USPS OR UPS site, and they will have a local phone number to call (as opposed to the 800 number).
Is my pillow washable?
-yes and no
You can absolutely wash your removable cover in the washing machine preferably with similar fabrics to prevent pilling. Botanical dyes covers should be hand washed. The pillow itself can be emptied and the canvas shell may be hand washed and line dried if absolutely necessary.
We highly recommend spot cleaning the canvas casing as a first option if anything should leak through the cover, then laying it in the sun to re-energize and disinfect.