FAQ
Product Information
Q1: Are your baby products BPA-free?
Yes, all our baby products are BPA-free and made from safe, non-toxic materials.
Q2: Can I get a product demonstration before purchasing?
We provide video/Images demonstrations for most of our products on their respective product pages.
Ordering
Q3: Do you offer gift wrapping services?
No, Unfortunately, we will not be able to provide personal gift wrapping.
Q4: How can I track my order?
Once your order is shipped, we will send you a tracking number via email so you can track its progress online.
Q5: My tracking says "No Information Available at the Moment"
For some shipping companies, it takes 1-5 business days for the tracking information to update on the system. If your order was placed more than 5
business days ago, and there is still no information on your tracking number,
please contact us.
Q6: Will my Items be sent in one package?
For logistical reasons, items in the same purchase will sometimes be sent in
separate packages, even if you’ve specified combined shipping.
If you have any other questions, please contact us and we will do our best to help
you out.
Shipping
Q7: Do you offer free shipping?
Yes, we are offering free shipping for some of our products.
Q8: How can I change my shipping address after placing an order?
Please contact our customer service immediately if you need to change your shipping address. Changes are only possible before the order is dispatched.
Returns and Exchanges
Q9: What is your return policy for defective products?
We accept returns of defective products within 30 days of purchase for a full refund or exchange. (Refer Urban Cuddles Return policy for more information)
Q10: Can I exchange an item for a different size or color?
Yes, exchanges are subject to availability. You can exchange an item for a different size or color within 30 days of purchase. (Refer Urban Cuddles Return policy for more information)
Payment
Q11: What payment methods do you accept?
We accept all major credit cards, PayPal, Shop Pay, Google Pay and Apple Pay.
Q12: Is my payment information secure?
Yes, we use encrypted SSL security to ensure that your credit card information is 100% protected.
Discounts and Promotions
Q13: How do I use a promo code on your website?
You can enter your promo code at checkout or it will apply automatically at the checkout. The discount will be applied to your total amount.
Q14: Do you have a loyalty program?
No, we don't have loyalty program.
Product Safety
Q15: How are your products tested for safety?
Our products undergo rigorous safety tests to comply with local and international safety standards.
Technical Issues
Q16: What should I do if I have trouble placing an order online?
Please contact our customer support team for assistance if you are experiencing difficulties placing your order.
Q17: Why isn’t the discount code working?
Please ensure the discount code has not expired and meets the eligibility criteria for your purchase. If issues persist, contact our support team.
Additional Services
Q18: Do you offer installation services for your products?
No, we are not offering installation services as we are online store.
Q19: Can I place an order over the phone?
No, you cannot place an order over the phone but if you are experiencing any issues with placing online order please contact our customer service team.