Delivery & Returns

COVID-19 Operations Update

As at 1st March 2021

To our incredible community, firstly a huge thank you for your continued support during these unprecedented times. As we are based in Idaho, USA our warehouse is currently operating with limited resources due to lockdown restrictions. We are doing our best to dispatch and assist as quickly as possible to supply our community with sleepwear.  

At present, please give us 2 business days after you place an order on ergopouch.com to pack and dispatch your goodies. From this point, your will receive a tracking email with a link from ergoPouch. If you have not received a tracking number/link within 2-5 days from placing your order, please contact cs@ergopouch.com. Our Customer Service Team will aim to get back to you within 2 - 5 business days.   

Please note,

  • Weekends and public holidays are not counted as business days
  • Courier tracking may not update, even if the parcel is en route. 
  • Our Couriers are inundated with online purchases so please allow additional time for delivery.
  • We dispatch orders from our warehouse based in Idaho. Due to the current operating conditions of our couriers, orders may take longer to deliver.
  • Due to the current surge of parcels in the system, our neighbours on the West Coast may face some additional delays (extra 3-5 days on top of standard delivery). Shipments to Canada will also experience a delay.  

Our retail stockists also have a supply of ergoPouch products around USA & Canada. Check our stockist page to contact your nearest store.

 

Returns and Exchanges
For orders made on ergopouch.com, we are extending our returns policy to 30 days to cater for families who cannot get to a post office to return their product, due to lockdown or quarantine.  All other aspects of our existing returns policy apply, see below for more details and how to create a return.  

Please contact our customer service team via cs@ergopouch.com if you have any questions or issues. As our customer team may be working from home in line with government recommendations and at our own discretion with their safety in mind, we ask you email first and not phone for more efficient service.

Once again, thank you for the love, support and patience during these times.
eP X

 

Delivery

Delivery within USA

ergoPouch charge a flat rate delivery fee of $9.95 anywhere in USA. Delivery is free for orders over $70, excluding any Gift Voucher value you may have in your cart.

Delivery of Online Gift Vouchers is free.

Delivery times within the USA average between 7 - 14 working days.

Canada & Mexico: ergoPouch charge up to $50 per order and take around 4 - 7 working days to arrive.

All orders are shipped from our warehouse in Idaho. 

Please note, the receiver is responsible for any customs and duty fees that may be charged at the port of entry. If the receiver refuses to pay these charges and the item is returned to us, unfortunately we cannot offer a refund on freight and your item will not be re-shipped.  

Sales Periods

Due to higher order volumes during sales periods, please allow for an additional few days for your order to be processed & delivered. 

 

Returns & Exchanges - USA 

For purchases from ergopouch.com, we are happy to accept items back for an exchange or refund within 14 days of receipt provided they meet the following terms:

  • Items must be returned unused and unwashed, in a sellable condition and the original packaging undamaged. 
  • We do not accept returns or exchanges on Outlet page unless faulty. Outlet products are considered final sale. Faulty products will be replaced in the same style, print and TOG.
  • We do not accept returns on Online Gift Vouchers  

 

To arrange your online exchange or return please complete the following steps; 


  1. Download the ergoPouch Exchange & Return form 
  2. Fill in your return details – you can fill this form in digitally on your computer or mobile, or print it. We encourage the digital option as being more environmentally friendly!
  3. Email a completed copy of the form to cs@ergopouch.com. Please make sure the form is legible.
  4. You will receive a confirmation email from us with a returns authorisation number, and the address to send your return to
  5. Refunds are granted provided the returned product(s) meets the conditions outlined above

Please note - we are unable to accept unsolicited returns

Exchanges

Postage and handling is covered by the purchaser to send the item back. ergoPouch will then email you a code for use on our website to arrange your exchange. We do not accept returns or exchanges on Outlet page unless faulty. Outlet products are considered final sale. Faulty products will be replaced in the same style, print and TOG.

We do not accept returns on Online Gift Vouchers

We do not offer exchanges on international orders

Refunds

Postage and handling is covered by the purchaser to send the item back. Please note, we only refund the cost of goods excluding the original shipping charge. 

 

Returns & Exchanges - Canada & Mexico

International orders can be returned for a product refund only (shipping charges are non-refundable). Unfortunately, we cannot provide an exchange. We accept items back for a refund within 14 days of receipt that meet the following terms:

  • Items must be returned unused and unwashed, in a sellable condition and the original packaging undamaged. 
  • We do not accept returns or exchanges on Outlet page unless faulty. Outlet products are considered final sale. Faulty products will be replaced in the same style, print and TOG.
  • We do not accept returns on Online Gift Vouchers
  • We do not offer exchanges on international orders

 

To arrange your international return please complete the following steps; 


  1. Download the ergoPouch Exchange & Return
  2. Fill in your return details – you can fill this form in digitally on your computer or mobile, or print it. We encourage the digital option as being more environmentally friendly!
  3. Email a completed copy of the form to cs@ergopouch.com. Please make sure the form is legible.
  4. You will receive a confirmation email from us with a returns authorisation number, and the address to send your return to
  5. Refunds are granted provided the returned product(s) meets the conditions outlined above

Please note - we are unable to accept unsolicited returns. Postage and handling charges are covered by the purchaser to send an item back.

 

Faulty Items

Occasionally a faulty item may slip through our inspection fingers and end up in your hands. If your item arrived with a manufacturing fault, the team will happily help to arrange your replacement.  Please email Customer Service on cs@ergopouch.com with the below details.   

  1. A receipt or ergoPouch web sales number 
  2. Details of the product (TOG, Size, Print)
  3. Batch number (check the care instructions tag on the collar)
  4. A photo of the item
  5. Your postal address   

ergoPouch will cover all associated postage costs with exchanging faulty items.

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