Shipping
We do! Please note that we don't offer free returns for international orders. Shipments may experience delays, and the length of the delay is dependent on each country's local delivery abilities.
Currently, it takes 3-8 business days for your items to process and ship.
We are experiencing longer than usual international shipping times. International orders can take up to 30 days to deliver, barring any carrier delays.
Please note shipping delays might occur due to circumstances beyond our control once packages leave our warehouse. If you do not see your package after tracking shows "delivered", please contact support within the first 14-days so our team can assist you resolving the issue with the carrier.
Once your order has shipped, you will get a tracking number sent to the email you used at checkout.
Please allow 24 hours for tracking to update in the carriers system. If you did not receive a tracking number, make sure to check your spam or junk folder as our emails may have been filtered there.
If you still have not received an emailed shipping confirmation with the tracking number, Please email us at info@theatheala.com.
Returns
We accept returns or exchanges on any product (excluding final sale) in absolutely new + unused condition with all straps and components included within 30 days of shipment. All returns are charged a flat $12 shipping fee upon refund (this does not apply to exchanges).
Living abroad or in US territories? We're unable to provide shipping labels for international returns at this time. Any shipping costs, duties or taxes collected upon delivery will be nonrefundable.
We will not accept any items that look used or worn or are missing components like dust bag, shoulder strap, etc.. This is up to our discretion. If your return is not accepted you will be notified + it will be returned back to you. We are not responsible for any personal item(s) left in products when sent back to us.
In the event of a manufacturing defect email us within 48 hours of receiving your order. Please include your name, order no./place of purchase + photo if applicable.
Product Information
Simply use a soft damp cloth to wipe any unexpected messes. For tougher stains you can use a small amount of mild soap.
Yes, our diaper bags are covered by a 90 day warranty. Our warranty covers hardware and manufacturer defects on items purchased through our website or an authorized dealer.
To clean the exterior of the bag, you can wipe the bag down with a damp cloth. To clean the inside of the bag, you can wipe with a cloth with warm water and baby detergent, then air dry. AVOID alcohol based products on interior and exterior.
Contact
Please contact us by email- info@theatheala.com. Please note we can be reached Monday-Friday, 9am-5pm EST excluding national holidays.
