Copy of FAQ Old
US Shipping
How much is shipping?
We are happy to offer free shipping within the US to our customers on all purchases.
How long will it take to receive my order?
For U.S. orders, please allow 2-4 business days for fulfillment and 3-5 business days for shipping, shipping times will vary depending on your location.
Please note that orders will require a signature upon delivery as they are high-value items.
*Please be sure to double check your address before submitting the order so we can make sure your order gets to the right place. If you need to make any changes to your order, please email us as quickly as possible and we will do our best to accommodate. Once your order has been submitted, order changes may not be fully implemented if your order has already been fulfilled.
I am from out of the country and will be staying at a hotel in the US. Can you ship my bag there?
Unfortunately, we cannot guarantee delivery dates, as circumstances beyond our control could delay the shipment. If the timeframe you are staying at the hotel is very short, we don't recommend purchasing the bag. Should you make an order and leave the country before the shipment arrives, you will be responsible for the return shipping + a $5 restocking fee.
Lost/Stolen Package
HAPP is not responsible for lost or stolen packages that are successfully delivered to the shipping address provided by the customer. Please contact your local post office if you think your package is lost or stolen.
US Tax/Duty
HAPP charges state and/or local sales tax for any order shipping to California. Sales taxes are not applied to shipments to destinations outside of California. The applicable tax rates vary by locality. For information concerning California sales tax, please refer to the California BOE website.
US Returns/Exchanges
What's your return policy?
We will gladly offer returns on new unused item(s) in original packaging within 30 days from your purchase date if you are in any way unsatisfied with your purchase. Buyer will bear all return shipping costs. All returned items will be throughly inspected and items must be unused. Once your return is received and inspected, we will process the refund. There will be a $5 restocking fee for all returns. Please allow 7-10 business days for the return funds to appear in your account. Please read our full return policy before starting your return and click here to start your return.
What's your exchange policy?
We will gladly offer exchanges on new unused item(s) within 30 days from your purchase date if you would like to switch to a different style/color. Buyer will bear all return shipping costs. All returned items will be throughly inspected and items must be unused. Once your return is received and inspected, we will issue a gift card with the remaining value for your new purchase. Please read our full exchange policy before starting your exchange and click here to start your exchange.
I got my bag as a gift. How can I exchange for a different color/style?
If you received your bag as a gift and prefer a different color/style, please click here to return your gift. The gift recipient will bear the exchange shipping cost. We will then issue a gift card with the remaining value for your new purchase.
I received my bag and noticed a defect. What do I do?
If your item has a manufacturer's defect upon receipt, we will gladly replace your purchase with the same item. Please email us with your order number and photos of the defect to request an RMA number BEFORE starting your exchange.
International Orders
How long will it take to receive my order?
Asia
Please allow 2-3 business days for fulfillment and 4-7 business days for shipping from our Asia fulfillment center. Orders to Asia are subject to customs clearance and the time it takes to clear varies by location. It may take up to 20-30 days for custom clearance depending on the country.
*For China, Hong Kong, Macau and Taiwan customers, please click here.
Other International
Please allow 2-4 business days for fulfillment and 4-7 business days for shipping. International orders are subject to customs clearance and the time it takes to clear varies by location. It may take up to 20-30 days for custom clearance depending on the country.
How much is shipping?
All international shipments are shipped via DHL/UPS/SF Express Worldwide, see rates here.* Please note the international shipping fee does NOT include customs, duty, and taxes.
Please note, if your postal code falls in a remote area, surcharge fees may apply. We will inform you the amount by email before we fulfill the order.
International Tax/ Duty
Please note your purchase total does NOT include customs, duty, and taxes. The recipient is responsible for all customs, clearing and other fees required to ship internationally. The carrier will collect these charges at the time of delivery, should the recipient refuse the package and the package is sent back, the recipient will bear all customs, duties, taxes, surcharges associated with the order in addition to all shipping charges, both ways.*
*Please note these shipping charges are the actual shipping charges reflected on the DHL/UPS invoice which include surcharges and other applicable fees, NOT the shipping rates listed above that we offer to our customers.
International Returns
All international orders are FINAL SALE and cannot be returned or exchanged.
Care Instructions
How do I care for my bag?
For simple spot cleaning, use a soft, damp cloth with mild, neutral soap in a circular motion. Test the solution first on a less visible area of the bag and let dry fully before proceeding. Repeat if residual soap remains. Wipe down the entire nylon outside to avoid leaving a water spot. Allow to air dry completely. For tougher stains, please take your bag to a professional dry cleaner.
In the event the fabric sustains a large amount of water, immediately blot with a dry white or light-colored cloth and allow to dry completely.
DO NOT WASH in the washer; never immerse your bag in water, as the water-resistant coatings can be washed away in the washer and the cotton quilting will deteriorate.
Can I wash my memory foam changing pad?
We recommend spot cleaning the changing pad over all other cleaning methods, however, if you must wash it, following these steps may help maintain the integrity of the memory foam:
- Hand wash with mild soap and cold water
- Fold up and gently press to squeeze out excess water; do not wring or twist
- Dry on lowest setting for the shortest amount of time, checking back as needed
Why memory foam if you don't recommend washing it?
Memory foam is temperature-sensitive, softening up when in contact with body heat and absorbing motion to relieve pressure points. We wanted to create a cozy, healthy environment to keep your baby happy during diaper changes and found that memory foam was the best choice in terms of comfort and support.
Warranty Policy
What is your warranty?
HAPP offers a limited 90-day warranty. For our full policy, please click here.