FAQ
SHOP EARLY THIS HOLIDAY SEASON
This year has been anything but ordinary and the 2020 holiday season is no exception. It's important to us to protect not only our customers during this time, but also our employees and fulfillment center workers as we strive to get your gifts home before the holidays. We encourage you to shop early this year as shipping times may be longer than expected. It will help us continue to provide safe working conditions for our warehouse team and you stay in front of the delays our shipping partners are experiencing.
HOLIDAY & COVID-19 SHIPPING UPDATES:
Please note shipping timelines may be extended around Holidays and new releases. While we aim to process your order within a shorter shipping window, we are temporarily increasing our processing timeframe to up-to 14 business days. Be sure to shop early this holiday season to stay in front of the delays our shipping partners are experiencing.
Please understand that this could be extended beyond our control due to changes in fulfillment center/USPS/Shipping Partner staffing and additional safety procedures during this time. Our partners are all adhering to strict health guidelines set by the CDC for their workplace and employees.
Safety Procedures being implemented by our warehouse:
- All staff wear masks and have temperatures checked daily.
- Staff feeling unwell are required to remain at home.
- Warehouse is sanitized daily.
- Social distancing enforced stations for all staff.
International orders: Please see here for current details on postal delays or closures in your country.
Can you change my order before it has shipped?
Unfortunately, we do not have the ability to change your order after it is placed (for example, we can't change creatures, colors or Bundles). Please ensure that your order and shipping details are correct as we are not able to edit these once your order has been processed.
Can I combine orders?
Unfortunately, because we are working to get your order to you as fast as possible we are unable to combine orders.
Sales Tax is a consumption tax and is generally charged on the sale of products from retailers to individual consumers. Each state sets their own sales tax rates and creates their own sales tax laws and guidelines. While Slumberkins is an online retailer, some states have determined we are required to collect and remit sales tax to continue to sell products to consumers in their state. Slumberkins does not keep any of the Sales Tax collected and it is passed directly to the state for which it was collected.
On June 21, 2018, The United States Supreme Court ruled 5-4 in South Dakota v. Wayfair that states can mandate that businesses without a physical presence in a state must collect and remit sales tax on transactions in the state.
Reference: South Dakota vs Wayfair: https://www.supremecourt.gov/opinions/17pdf/17-494_j4el.pdf
PRODUCTS
Are Slumberkins Safe for Infants?
For products containing our Ultra Plush Fabric please read our safety guidelines HERE.
How do I care for my Slumberkin?
All Slumberkins should be washed prior to giving them to your child. Machine wash using cold water and lay flat to dry.
Wash as needed. DO NOT use fabric softener or dryer sheets or dry on high heat, as it can damage the fabric and cause extreme matting. DO NOT allow the Ultra Plush Slumberkins to become matted. Wash item and gently brush out fabric to remove knots or discard. As with any plush, minky material product, the original softness will change over time with washing.
What are Slumberkins made from?
Our Slumberkins are made out of the softest, most luxurious fabric out there. Slumberkins are 100% Polyester and stuffed with hypoallergenic fiberfill.
Do you take custom orders for Slumberkins?
We currently do not take custom orders for specific creatures or fabric colors not listed.
I've seen pictures of personalized Slumberkins with name embroidery. How do I order that?
We do not offer custom name embroidery on our website. You can reach out to your local embroidery shop to inquire about having a name tag made to be stitched onto your Slumberkin if this is something you are interested in.
Do you plan to release different Slumberkins in the future?
We put thought and passion into each design and skill building routine that accompanies each creature. We have multiple new Slumberkins in the works, watch for coming announcements!
What's the difference between Ultra Plush and Silken fabrics?
We often refer to our Slumberkins as being made from Ultra Plush or Silken fabrics. Ultra Plush refers to the fluffy, long-pile (length) fur that has a very soft, fluffy feel. Our Silken fabrics have a shorter fur pile (length) and have a silkier softness. We recommend that silken is best for babies in the teething stages.
I saw a color option on social media that I can't find on your website. Is it still available?
We do our best to keep up with the high demand for our cuddly creatures. Occasionally, we will sell out of a product and it will become backstock, or we may choose to discontinue it. For more information on all of the colors, both those available and those currently unavailable, please refer to our Color Guide.
Social Media Policy
We absolutely love seeing photos of your little ones snuggling our Slumberkins on our social media platforms and when you tag our account @slumberkins. Please note that use of the hashtag #slumberkins or tagging your photo with our handle, @slumberkins, will be taken as permission to share the image(s) on our social media channels, including Instagram, Facebook, Pinterest, and email.
What are Mystery Boxes?
Mystery Boxes contain superstars, misfits, and retirees. Mystery box items are final sale and cannot be returned or exchanged, except in cases of defect.
What is a misfit?
Misfit Slumberkins have packaging or production flaws that do not affect the integrity and safety of the Slumberkin, including damaged packaging, embroidery flaws, and other similar features that make these characters truly one of a kind.
ORDERS
Are items in my cart held until I check out?
No. Items in your cart are not held. All items go to the first to complete the checkout process.
Can you change my order before it has shipped?
Unfortunately, we do not have the ability to change your order after it is placed (for example, we can't change creatures, colors or Bundles). Please ensure that your order and shipping details are correct as we are not able to edit these once your order has been processed.
My order is a gift, can I include a personalized note?
You can add a personalized note to your order at checkout. There is a checkbox option to mark an item as a gift as well as a text box to enter a personalized message. We will print your note and include it with your shipment.
I purchased the Snuggler in a previous order can I get the book at the bundle price?
Unless the book is added to your snuggler order prior to shipping, we cannot uphold the bundle discount pricing.
Who do I contact about wholesale inquiries?
We're flattered by your interest in our brand! You can fill out our Wholesale Application here. We will contact you once we have received and reviewed your information.
SHIPPING & RETURNS
Free Domestic Shipping on orders over $70
We currently offer free shipping on all domestic orders over $70, Alaska, Hawaii, and U.S. territories included.
Digital downloads & gift card purchases are excluded from Free Shipping, their values do not count towards the $70 cart total.
Shipping Timelines
UPDATE: Please see the top of this page for Holiday and Covid-19 fulfillment and shipping updates.
Orders typically ship within 1-7 business days of purchase. Please note shipping timelines may be extended around Holidays and new releases.
Pre-order items will ship during the time frame stated on the product listing.
Once you have received a shipping notification, please allow approximately 3-5 business days for domestic delivery and up to 3 weeks for international delivery.
Pre-Order Items
Estimated shipping time frames for pre-order items are stated on the product listing. Pre-Order items will ship within 1-2 business days after they available at our warehouse. A shipping confirmation will be sent via email once your order leaves our facility. Please note you'll be charged for the pre-ordered item at the time of purchase.
Updating Order Information
Unfortunately, we do not have the ability to change your order after it is placed (for example, we can't change creatures, colors or Bundles). Please ensure that your shipping details are correct as we are not be able to edit these once your order has been processed.
Combining Orders
Unfortunately, because we are working to get your order to you as fast as possible we are unable to combine orders.
International Shipping
We happily ship worldwide. Any orders shipped internationally are subject to taxes, brokerage fees, customs duties, and fees levied by the destination country. These “import fees” are the responsibility of the recipient of the order and will be their obligation to pay at the time of delivery. Slumberkins is not responsible for any taxes or fees.
Some carriers mark all packages as delivered on their tracking website once they leave the US, however you can continue to track your package using your local mail service website using the same tracking number until it reaches your door.
Lost + Stalled Packages
If your tracking information has reported a successful delivery but you have not received it please contact USPS at 1-800-222-1811. Please understand that we can’t take responsibility for lost/missing packages that have been successfully delivered to the shipping address provided with your order. Please contact your carrier, as they can check the geotag of the delivery scan and escalate an investigation on your behalf. We do not issue refunds on lost packages.
If your package tracking has stalled while in transit, making a personal claim with USPS is the best route to take as many packages will begin moving again within 10 days of making a claim. Click here to visit USPS.com to begin this process.
If your tracking information was provided by UPS, please email us at hello@slumberkins.com.
Returns & Exchanges
Returns will be accepted within 7 calendar days of delivery of your item. Please reach out to our customer service team at hello@slumberkins.com to initiate the return process. Requests initiated after 7 calendar days of delivery will not be accepted.
We offer free return shipping on all orders within the U.S. International orders do not receive free return shipping.
From the time your package arrives at our facility, it may take up to 7-10 business days for your return to be processed.
Funds will not be returned to your account until the product is received at our facility and found to be in new, unused condition, and in original packaging. Any item received that is not in new condition will not be refunded and the customer will be responsible for covering the shipping cost to send the item back to them if they choose to keep it.
Sale items may be returned for store credit only. Misfit items are not available for returns.
If you received an incorrect, damaged, or defective item, please make sure to include this information in your message to our customer service team at hello@slumberkins.com.