ORDERING AND SHIPPING FAQ


When will my order ship?

Under normal circumstances, our goal is to ship your order within 5-7 business days of the order being placed, but we can get behind during high volume times and product drops. This is one of those moments where we will under-promise and hope to over-deliver. In most cases we use UPS Surepost or USPS, and it normally takes 3-5 days to receive your order once shipped. It may take a few days more for our west coast customers, and up to an additional week for our customers in Alaska and Hawaii.

Will I receive a tracking number? 

Yes. Provided you entered a correct email address at checkout, you will receive a shipping confirmation once your order ships.

I placed multiple orders and would like those combined before shipping.  How does that work?

Our system does not automatically do this, so please email us at sales@latchedmama.com. If your orders haven't been picked yet, we may be able to combine those for you. This process can result in errors, so we ask that you take your time creating your cart to reduce the number of small orders that you place. We may be unable to accommodate this request during high volume times, promotions, and product drops. We reserve the right to decide when to combine orders at our discretion.

Can I use a gift card to pay for an order?

In most cases, yes. Our ordering system views gift cards as a form of payment and they do not expire. However, you may not use a gift card to purchase another gift card, even in the case of promotions and special events. When we are running spend tier promotions, gift card purchases do not count toward your tier level.

What do I do if I made a mistake and need to correct or cancel my order? 

We all make mistakes! Before completing your order, please double check your items, sizes (XXS or XS is the default size on the website), color, shipping address, application of any discount code, etc. before completing your purchase. This will go a long way! If you need to make a change or cancel your order, please email us at sales@latchedmama.com and we will help you out.

My tracking number isn't showing any updates.  

There is a chance that your order will be scanned once it leaves our warehouse, and then not again until it gets to your door. If you're worried or concerned, don't hesitate to reach out. Most of the time, it is just a wait and see situation and the order will arrive in the expected 2-3 days. 

My order is missing or has been stolen.

Please notify us within 24 hours if your package is lost or stolen, and we will do our best to help you. Unfortunately, once your package leaves our office, it is outside of our hands.

What does the "Express Shipping" option mean? 

THIS IS NOT AN OPTION WHEN WE OFFER PRE-SALE OR CUSTOMIZED ITEMS

For the upgraded “Express Shipping” option, we will send the order out the same day if the order is placed by 3 PM ET Monday through Friday.  Express orders placed after 3 PM on Friday, as well as those placed on Saturday and Sunday, will be shipped out on Monday. The order will be shipped with USPS Priority Mail Express. Priority Mail Express® service provides 1 to 2-day delivery service. Another benefit of choosing Express Shipping is that your order will be moved to the front of our shipping queue. This could save 2-3 days during our busy shipping times. 

Does Latched Mama ship internationally? 

We ship anywhere internationally! Please be aware of any custom charges you may be responsible for on an international order. Shipping time will depend on your location and can take anywhere from 10 business days to 21 business days. Shipping cost is dependent on the weight of the items ordered.

How will I receive my gift card?

Gift cards are not physical cards, but are sent via email as a code. If you don't receive your gift card via email within a couple of hours of checkout, first check your spam/junk folder. Then, feel free to reach out to us at sales@latchedmama.com. Sometimes the gift cards can get "flagged" in the system and we will need to manually fulfill them (which is only a click of a button on this side for us).

PRE-SALE ITEMS

How do your Pre-Sales work?

You can think of it like a standard sale, but with an extended fulfillment time. The items labelled "pre-sale" on our site are items that have already been produced and are on their way; estimated arrival times are listed on the specific product pages. We will ship your order as soon as the pre-sale item arrives!

May I purchase a pre-sale item in the same order as regular items?

Yes, you can absolutely purchase pre-sale and regular items in the same order. Everything in your order will ship when the pre-sale item is available. If you would like your regular items faster, you may want to consider placing two separate orders.

May I return my pre-sale item if it doesn’t work out for me?

Yes! Since you have 30 days from the date of fulfillment to request a refund and 90 days from the date of fulfillment to request an exchange or store credit, you will have plenty of time to decide!


PROMOTIONS, FINAL SALE, AND CUSTOMIZED ITEMS

What do I need to know about your promotions?

Our system only allows one code/promo per order. If you'd like to take advantage of more than one promotion, you may place multiple orders. We reserve the right to cancel or change promotions at any time and all offers are while supplies last. 

When you are running a spend tier promotion (spend $X, get Y free) using the cart ticker, how do I add the gifts to my cart? Is there anything else I need to know?

The ticker at the top of your cart will tell you when you have qualified or how far away you are from the next tier; spend totals are before taxes and shipping. Once the ticker is flashing, click on the flashing icon, and select your free item in the dropdown menu. Click Pick, then Continue to go back to your cart. You should see a checkmark next to your freebie. Important: Don’t forget to add your free items using the ticker (not via the item's product page)- all freebies must be added to your cart in order to receive them in your order. Remember, customers may use one code/promotion per order. If you add a code at checkout, that code-based deal will become your chosen offer and your freebies will no longer be free.

I purchased a few days ago and would like to access a promotion that you just launched.  What can I do?

We hate missing out on a good deal, too! If you would like to access the promotion, you are welcome to place a new order and process a return for your original order. Promotions are only valid for the effective period outlined in our communications.

May I return Final Sale items if they don't work out?

Final Sale items are FINAL SALE and non-returnable. Those items are low in stock, so we have reduced the price to make room for new products.

What do I need to know about your customized items?

Besides the fact that they are the cutest things on the market?! But seriously, please expect your customized order to take 2-3 weeks to fulfill, and everything in your order will ship when the customized item is ready. These orders are not available for Express Shipping. Due to the nature of these products, all personalized items are FINAL SALE and non-returnable.
What should I be aware of regarding your bundles?

The majority of our bundles, including the Basics Bundle and Labor & Postpartum Bundle, cannot be combined with other promotions or discounts. When ordering these bundles, you will be guided to choose your preferred style, color, and size options. Please note that you can only select one of each style option, such as one tank or one tee, within a bundle. It is not possible to include two identical styles in a single bundle. To exchange an item in your bundle please visit our returns page.


RETURNS 

What's your return window and are there any exclusions? 
We are happy to offer a refund, exchange, or store credit within 30 days of the date of fulfillment (15 days for swimwear if requesting a refund).  Customers may request an exchange or store credit for 90 days from the date of fulfillment. Customers are responsible for the cost of return shipping. For exchanges, we will pay for the new items to be sent to you. If you purchased in the last six months and need assistance, please reach out to sales@latchedmama.com. Please see our returns page for more information.
I purchased during one of your promotions. What do I need to know? 
Smart shopping, mama! Please see our helpful Returns Page for helpful info!