Shipping & handling
Shipping Fees & Delivery Times
We are happy to offer Free Economy Shipping within the continental US for orders over $75.
All other orders will be shipped for a $7.90 flat fee for economy shipping.
Our delivery time is 5-10 business days from the order date. Your order will be processed within 1-3 business days of the order date.
We will do our best to deliver your orders on time and ask for your understanding should your order arrive later than expected.
Shipping Terms
• We do not deliver to P.O. Boxes.
• Due to the high value of our products, an adult signature will be required for all orders at the time of delivery.
• We recommend downloading the FedEx or UPS application to track your shipping and make sure you will be available to receive the delivery upon arrival.
Shipping to Hawaii and Alaska is supported via our Customer Service department, please contact us to place an order and receive a custom quote.
Changes & Cancellations
Order cancellations and changes within 2 hours of order placement are guaranteed. After that, depending on how far along the order fulfillment is, we may not be able to make updates or changes.
If you need to change any details or cancel your order, contact us as soon as possible by replying to the order confirmation email, or by the dedicated 'Online orders' form.
Returns
At Doona, we strive to create exceptional products that make parenting simple. We stand behind our products and want you to be fully satisfied with your purchase. If for any reason you are not pleased with your purchase, you may return it within 100 days from the purchase date to return your item. For the first 30 days, returns are free of charge (we will provide you with a return label). After this period, customers are responsible for all shipping fees, and a minimum restocking fee of 30% will be applied (restrictions apply - please see “Return Terms”).
Returns Terms
• Merchandise must be in its original packaging, unused, and in new condition with all stickers and inserts included. Merchandise not returned in the original condition will result in charges in addition to restocking fee, or could potentially disqualify the item from being eligible for a refund.
• Original shipment and handling charges are non-refundable.
• Refunds can only be given to the original form of payment.
• Restocking fees & shipping fees may be deducted from the total refund amount if applicable.
• If an item was purchased as a gift, we can either refund the original form of payment,
or an exchange can be made.
• Products returned after 100 days of the purchase date will be refused or returned to the customer.
Start a Return
If you would like to return your order for any reason, simply contact us within 100 days from the purchase date.
The Return Process
Once your return is approved, we will provide you with a return label.
All returned products will be inspected by our Customer Service team upon receipt.
Once we receive your return, please allow 7-14 business days for processing your refund. Appropriate refunds will only be issued after the inspection. If applied, shipping and restocking fees will be deducted from the refund amount.
Exchanges
To exchange an item, place a new order for the desired item and initiate a return for a refund for your original purchase.
Tracking Your Order
Once your order is processed, you’ll receive an email with your tracking information. Click on the ‘Track My Shipment’ button to open the dedicated order page, which presents the most up-to-date information about your order. Please allow 24-48 hours after you receive your tracking number to track the movement of your order.
Lost or Damaged Shipments
In case your package is lost or damaged, please contact us as soon as possible so we can investigate the matter with the carrier.
• If you receive a damaged package, please ask the carrier to note it on the delivery manifest. Damage to the outer box usually doesn’t imply the product inside is damaged.
• If the box shows severe damage, please refuse the shipment and contact our Customer Service for a replacement.
• If you find the product is damaged and is not in usable condition upon opening the box, contact our Customer Service for a replacement.
Due to the high value of our products, an adult signature will be required for all orders at the time of delivery. If you sign a release form for delivery without a signature, we are not responsible for any lost or stolen packages. To prevent any issues, if you or someone you trust cannot be available for delivery, we suggest contacting the carrier (FedEx or UPS) to hold the shipment at a nearby Ship Center. This way, you can conveniently pick it up at a time that suits you.
We are not responsible for items stolen from residences or businesses.
In most cases of damaged packages, we will need to inspect the damaged product before sending a replacement. In cases in which the shipping company confirms it damaged the package, a replacement can be sent once the carrier has taken possession of the damaged product.
Undeliverable or Refused Shipments
UPS, FedEx, or the selected carrier will make a total of 3 attempts to deliver your package.
In case the package wasn’t claimed or marked as undeliverable, it will return to our warehouse, and a full refund will be issued.
Price Adjustments
If purchased merchandise is marked down within seven days of the original order date, you are eligible for a price adjustment. To receive a price adjustment, please contact us with your order number. Eligible refunds will be applied to your original form of payment.
Acceptance of Orders
We reserve the right to refuse or cancel an order for any reason, including limitations on quantities available for purchase, inaccuracies, errors in product or pricing information, or problems identified through our efforts to avoid fraud and/or account abuse.
Any Questions?
Our customer service team will be happy to assist you with any problem and answer any questions. Please feel free to contact us.
