Customer Service / FAQ's (Frequently Asked Questions)
Do you have a 'brick and mortar' store? No. We are an online-only store. Our office was originally located in Brooklyn, NY but we relocated down to Miami, FL in March 2009.
How can I contact NBM?You can reach us at the number or e-mails below.
You can shop 24 hrs a day / 7 days a week via our website.
Customer Service is available: Monday - Friday (except Holidays) 9:00 am - 2:00 pm EST
How do I place an order?All orders are to be placed directly on our site. If you are having trouble placing an order, you may call us and we'll do our best to sort you out. Although we go through the same process as you would yourself online, feel free to give us a call during normal operating business hours (Monday-Friday9:00 am to 2:00 pm EST)
How do I pay for my order? All payments are safely done via our secure server. We accept Visa, MasterCard and Discover. Your credit card is charged automatically when you place your order at our website.
How do I track my order?You will get, via e-mail, a shipping confirmation notice with your tracking # as soon as your order is on its way. You can log on to USPS , UPS or FEDEX (we will inform you which one) to see the most up-to-date tracking information.
How do I make a return or exchange? We want you to be 100% satisfied with the products you buy at our store. If, for any reason, you are not happy with the products you received, you may request a Return/Exchange within 30 days from the date you received it.
Returned items must be in original packaging and new (unused) condition. Allow 1 week for Return/Exchange processing, unless products desired are not in stock – in that case it will take a bit longer.
Contact us via email at: orders@NewBornMom.com or phone at: (786) 250-4550 if you need to process a Return or Exchange. We will provide you with a Return/Exchange Form and a RMA#, which must be included in the package (along with merchandise) you are sending back to us. No Returns or Exchanges will be accepted without a proper form or RMA# !
Please note that shipping and gift-wrapping charges are never refundable. And if you bought an item using a free shipping promo, the cost of standard shipping will be subtracted from your refund. Customers are responsible for all Return/Exchange shipping costs to us - unless product is defective, damaged or we sent you the wrong item. In this case, we will cover all shipping costs.
We cannot issue a refund to a gift recipient. However, we can offer you an exchange or store credit. Exchanges can be made for another item of same value (provided your gift was not purchased on sale or using a special discount code) - in that case you will only be eligible for a store credit. All store credits are given for the amount of actual products sold minus shipping, taxes and gift wrap charges.
Important !!
1) Drop shipped items- those are the items delivered directly from the manufacturers like: (high-chairs, bouncers, strollers & furniture) can be Returned/Exchanged free of charge only when the product is defective, damaged or we made a mistake. Otherwise a 25% restocking fee will be charged.
2) NewBornMom reserves the right to refuse any worn or damaged items (smell like smoke, look worn, washed, stained or torn). Products in poor condition are not eligible for returns or exchanges, and will be shipped back to you at your expense.
3) When sending merchandise back to us for a Return/Exchange we highly recommend using a method which provides a tracking number like: USPS, UPS or FedEx (all three offer this possibility). NewBornMom is not responsible for any lost or damaged merchandise, and does not reimburse shipping charges.
Standard Shipping: We ship all over the United States (inclusive of Puerto Rico, Hawaii & Alaska). We no longer ship any packages to Canada.
ALL ORDERS OVER $100 SHIP FOR FREE. Except on certain oversized items which we are required, by the manufacturer, to charge freight on (these items are properly noted throughout our store). We use 3 different carriers: USPS, UPS & FEDEX. Products that get drop-shipped (sent directly from the manufacturer's warehouse) are properly noted throughout our store, and may have longer delivery time frames or additional freight charges. Keep in mind that number of days noted does not include Holidays or Sundays.
Delivery time frames are provided by each carrier and are only an estimation, not a guarantee. In most cases packages get delivered earlier, but there are times when delivery by these carriers may be be delayed - which we are not responsible for. If you need your order to arrive by a specific date, we highly recommend you purchase Express Shipping - which is the only guaranteed "rush" service.
We ship all orders Monday-Friday (excluding Holidays). Our store is closed on weekends, therefore no packages get shipped out during this time. Shipping costs are based on your total purchase amount, before sales tax (if applicable) and discounts.
Express Shipping: This service is ONLY available for all in-store merchandise, as we have no control over large items that ship directly from the manufacturer's warehouse. A flat rate of $30 is added to regular shipping costs for this method.
* Keep in mind, when buying Express Shipping, that we ship all orders Monday-Friday (excluding Holidays). Our store is closed on weekends, therefore no packages get shipped out during this time. This means that any order bought on a Friday night (after store hours) with Express Shipping will ship out on Monday (provided it is not a Holiday. If it is, then it will ship out on Tuesday).
Do I have to pay sales tax? Only orders shipped to anywhere in the state of Florida will be subject to 7% sales tax. Sales tax is only applicable to the shipping address, not the billing address.
Do you offer Baby Registry services?We offer all expecting parents the chance to create a Gift Registry for their baby shower. First create a registry account (keep password secure as you will need this to edit your list). Then simply go through our store as you would normally, and click on "add to registry" for any items you would like to have on your gift list.
Your friends and family can then find your list by using our "Search for Gift Registry" form (they'll need to provide any of the following in order to find your registry: first name, last name, e-mail, or event date). People must buy directly from your Baby Registry in order for list quantities to be properly updated.
Do you gift wrap? Absolutely! You may request your entire purchase (no matter how big or small) to be gift-wrapped with our signature brown box & green bow for just $6.95. Keep in mind that not all items can be wrapped (like oversized and drop-shipped items). Gift wrap is available only for those items, which show this option throughout our store. Click here to see what our signature eco gift wrap looks like!
Why should I sign-up for your newsletter? This way we can send you updates on new products, sales and other exciting promotions. We give you our word that your e-mail will never be sold or distributed to any outside parties. And don't worry about receiving too many e-mails...you will only hear from us when there's something really special going on at our store.
Remember to add our newsletter e-mail noreply@NewBornMom.com and our general information e-mail info@NewBornMom.com to your address book, so we don't get sent to your junk mail...and you miss out on our deals or alerts!
