At Pure Baby Supplies, we understand that parents need reliable, high-quality products for their little ones. Our shipping and returns policies are designed with the same care we’d want for our own family – straightforward, transparent, and focused on your complete satisfaction.

Shipping Information

Order Processing

All orders are processed within 1-2 business days (excluding weekends and holidays). You’ll receive a confirmation email with tracking information once your order ships.

Shipping Options

We offer two convenient shipping methods to serve our global customers (excluding some Asian and remote regions):

  • Standard Shipping ($12.95):
    • Carrier: DHL or FedEx
    • Delivery Time: 10-15 business days after dispatch
  • Free Shipping (orders over $50):
    • Carrier: EMS
    • Delivery Time: 15-25 business days after dispatch

Easy Returns & Exchanges

We want you to be completely happy with your Pure Baby Supplies purchase. If you’re not satisfied, we offer a simple return process within 15 days of receiving your order.

Return Eligibility

To qualify for a return or exchange:

  • Items must be unused and in original condition
  • All original packaging, tags, and labels must be attached
  • Proof of purchase is required

Non-Returnable Items

For health and safety reasons, we cannot accept returns on:

  • Mattresses (hygiene reasons)
  • Nappy bins (hygiene reasons)
  • Opened bath products
  • Personal care items

Step-by-Step Return Process

  1. Contact Us within 15 days at [email protected] with your order number and return details
  2. Wait for Approval – Our team will review your request and email a Return Merchandise Authorization (RMA) number if approved
  3. Package Securely – Include all original packaging, accessories, and documentation
  4. Ship Your Return – Clearly mark the RMA number on the package and send to:
    Pure Baby Supplies Returns
    4728 Rockland Trail
    Nashville, US 37013
  5. Receive Your Refund – We’ll process your refund once we receive and inspect the returned item

Refund Details

Processing Time: 3-5 business days after we receive your return

Refund Method: Original payment method (Visa, MasterCard, JCB, PayPal)

Time to Appear: 5-10 business days depending on your financial institution

Note: Original shipping charges are non-refundable unless the return is due to our error.

Exchange Process

Need a different size, color, or product? Follow the standard return process and:

  • Clearly state in your email that you want an exchange
  • Specify your preferred replacement item
  • We’ll invoice you for any price difference or refund the difference if the new item costs less

Damaged or Defective Items

If you receive a damaged or defective item (especially safety products like car seats and strollers):

  • Contact us immediately at [email protected]
  • Include photos of the damage or defect
  • We’ll arrange a replacement or refund and cover all shipping costs

Return Request Template

Subject: Return Request – Order #[Your Order Number]

Dear Pure Baby Supplies Team,

I would like to request a return/exchange for my recent order (#[Your Order Number]). Below are the details:

Product Name: [Product Name]
Reason for Return: [Reason]
Preferred Resolution: Refund/Exchange (if exchange, please specify replacement item)

I confirm that the item is unused, in its original packaging with all tags attached.

Please let me know the next steps.

Best regards,
[Your Full Name]
[Your Contact Information]

Questions?

Our customer service team is happy to help with any shipping or returns questions. Email us at [email protected] and we’ll respond within 24 hours.

Thank you for choosing Pure Baby Supplies – where we treat your family like our own!