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FAQ

SLUMBERKINS FAQ

Slumberkins Customer Service:

  • If you have any questions or concerns regarding your order, please email us at hello@slumberkins.com for assistance. Please note that we are a small team and it can take several business days to receive a response. Please do not send additional emails, as we are working from oldest to newest and this will bump yours back to the top.
  • Please know that during busy holiday periods and during larger launch days, it can take longer to receive a response and or shipping information. 
  • Once you have confirmed your order, we are unable to edit/combine/adjust your order details. Please ensure you have added your correct shipping information, items included and any codes you wish to use prior to confirming your order. We do NOT add codes/coupons/discounts retroactively. 

 

SHIPPING & RETURNS

Free Domestic Shipping on orders over $75

We currently offer free shipping on all domestic orders over $75, Alaska, Hawaii, and U.S. territories included. Digital downloads & gift card purchases are excluded from Free Shipping, their values do not count towards the $75 cart total.

Shipping Timelines:

Shipping Method Order Processing Time Shipping Speed Total Time- Processing & Shipping Carriers
Standard* 3-10 business days 5-10 business days 8-20 business days UPS SurePost
Priority* 1 business day 3-5 business days 4-6 business days USPS Priority
2-Day* 1 business day 2 business days 3 business days  FedEx
Overnight* 1 business day 1 business day 2 business days FedEx
International* 1-7 business days 2-3 weeks 3-4 weeks  DHL

 

*Please note shipping timelines may be extended around Holidays, New Releases and Sales Events. These timeframes are projections provided to us from Shipping Carriers and are to be used as guidelines only. Please understand that while Slumberkins makes all efforts to ensure your package arrives in a timely manner, we are not responsible for these delays.

APO/FPO Orders: Orders shipping to U.S. Territories and APO/FPO/DPO sites generally take two to five weeks for delivery. Military APO/FPO/DPO Mail has unique transportation and handling requirements, which result in extended standard delivery time for online orders. Because Military APO/FPO/DPO Mail is transported outside of the U.S. to overseas locations, normal transit times are generally extended, causing longer delivery windows.

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.

*Due to shipping carrier constraints we are not currently able to ship any orders, but not limited to Belarus, Russia or Ukraine.  Please check with your local postal service to see if your area is affected. 

 

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 United States. International, FPO, and APO 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. Digital Downloads are not eligible for returns or exchanges. Any product Sets that contain a Digital Download component and are returned or exchanged will be valued at the price less the value of the Digital Content. 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.

 

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.

Combining Orders:

Unfortunately we are unable to hold or combine orders.

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. 

Can you honor a sales promotion on a purchase I recently made?

No. Unfortunately, we are unable to honor any price adjustments on orders made outside of the promotional period.  Coupon codes must be applied before checking out and cannot be applied retroactively. 

Sales Tax:

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

Canada Customers: As of 7/1/2022 we will be required by law to collect
GST/HST Tax for all sales to Canada. For more information see GST/HST.


RequirementsGreat Britain Customers:
 As of 1/1/2021 we will be required by law to collect VAT Tax for all sales to GB where the consignment does not exceed £135 in value. This will replace the previous customs duty requirement. On orders over £135, all orders to GB will be subject to existing customs rules and processes. 

Please see here for more information on the new requirements: VAT Requirements
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. 

Effective July 1, 2022, Colorado imposes a retail delivery fee of $0.27 on all deliveries by motor vehicle to a location in Colorado with at least one item of tangible personal property subject to state sales or use tax. For more information see: Colorado Retail Delivery Fee

PRODUCTS

Are Slumberkins Safe for Infants?

We are big believers in promoting safe sleep, and in sticking with the rules of creating a safe sleep space. For that reason, it's key to remember that if your baby is under a year old, you should avoid putting any item in the crib that may be a SIDS risk while unattended. Not sure if a particular toy is safe for your baby? We always recommend checking with your baby's healthcare provider. 
We intentionally designed our Slumberkins without any small, detachable plastic pieces. Due to length of fur, we do not recommend our ultra-plush fabric products for babies in the teething stages. 
All of Slumberkins are safety tested and ASTM certified at the highest level, which is paramount in this product category of children's toys. 
For products containing our Ultra Plush Fabric please read our safety guidelines HERE.


What are Slumberkins made from?

Our Slumberkins are made of the softest silken fabric. Slumberkins are 100% polyester and stuffed with hypoallergenic fiberfill.

Where are Slumberkins made?

We are partnered with a highly respected global production partner in Vietnam and the PRC (People's Republic of China). If you would like more information please reach out to our customer service team at hello@slumberkins.com.

How do I care for my Slumberkin?

As with any product intended for your child we suggest Slumberkins should be washed prior to giving them to your little one. 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. 

 
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.

 What are Mystery Boxes?

Mystery Boxes contain misfits, Limited Editions 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.

 

Slumberkins Book Club Terms & Conditions:

How often will I be charged?

For Quarterly Subscriptions, an automatic debit will be charged 3 months from your original purchase date. You will have 4 total charges to complete your subscription package. Quarterly Subscriptions will be charged a $5 flat rate (US Shipping only, international will be the standard rate) in addition to your subscription fee for each shipment (4).

Annual subscribers will be charged the entire subscription fee on your original purchase date. Annual Subscriptions include free US shipping.

When will I receive my shipment?

Every 3 months, you will receive a box of 4 Slumberkins board books. This is a set subscription and you are not able to interchange books/titles. (12 months total. 16 books total)

How do I cancel my subscription? To cancel your membership, log in to your Slumberkins dashboard, navigate to “Manage Subscriptions” and select “Cancel Subscription." From there, select “Subscriptions” and click on the subscription you would like to cancel. Select the “cancel subscription” button and follow the prompts. 

There are no cancellation fees, however canceling your membership does not provide you a refund for any received or prepaid boxes. Your cancellation will go into effect for the following billing cycle. If you would like to cancel your membership, you must do so before your next billing date as noted in your account details. Otherwise, you will continue to be billed for the following box. 

Note: Annual Memberships prepay for 4 boxes and are non-refundable. As an Annual Member, you will continue to receive your prepaid boxes and have access to all the other amazing membership perks until the end of your prepaid annual term.

Where do I manage my subscription? Navigate to your Account Profile. In the upper left-hand corner, you will see the Manage Subscriptions option. Click Manage Subscriptions. Once there, select Subscriptions from the same menu bar. Here you can view all of your Slumberkins Subscriptions and update or change your payment, shipment, and other information.

How does the store credit offer work based on my subscription?

Annual Subscription:  You will receive four $10 store credit emails that can be applied to future purchases. (This will be emailed as a $10 Coupon following each shipment). Coupons are valid for 90 days. ** Store credit can not be used on future subscription purchases.

Quarterly Subscription:  You will receive one $10 store credit via email to apply to your next Slumberkins purchase. Coupon is valid for 90 days. ** Store credit can not be used on future subscription purchases.

I’m having issues with my subscription. What do I do? Please contact us right away at hello@slumberkins.com

 

COMMUNITY

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. 

Who do I contact to Collaborate?

Please complete a collaboration request form and we will be in touch if we are able to move forward! Here.

Slumberkins Social

Join our VIP Group 'Slumberkins Social' on Facebook. A place for positive connection, learning, support and shared love for all things Slumberkins PLUS sneak peeks and early access! 

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/@campslumberkins/@slumberkinseducators/@slumberkins_ (tiktok). Please note that use of the hashtag #slumberkins or tagging your photo with our respective handles, will be taken as permission to share the image(s) on our social media channels and for use in additional marketing materials - including but not limited to, Instagram, Facebook, Pinterest, TikTok, Website and email etc.