FAQ - Frequently Asked Questions

No - and here’s why. As a direct-to-consumer company, we make all of our products from start to finish and sell everything ourselves, which allows us to offer higher quality products at lower prices. It also means that we don’t offer sales. So, there’s no need to wait to get the best deal with HAPP. We offer the best value each and every day.

We do not guarantee changes to any orders after they have been submitted.

Most orders can be modified or canceled within 1 hour of being placed, via your Order Status page. To change your shipping address or cancel, click the Order Status Page link in your order confirmation email, then click the Edit Order button. If you do not see the Edit Order button, your order is no longer able to be modified or canceled.

Please double-check your cart, billing info, and shipping info before placing your order.

We do not guarantee address changes to any orders after they have been submitted.

Most orders can be modified within 1 hour of being placed, via your Order Status page. To change your shipping address, click the Order Status Page link in your order confirmation email, then click the Edit Order button. If you do not see the Edit Order button, your order is no longer able to be modified.

Note: You will not be able to change the destination country after an order is submitted. If you need to change the country, you must cancel within 1 hour, and re-order.

To ensure timely fulfillment and delivery, please ensure your shipping address is correct and complete before submitting your order. Incorrect or incomplete shipping addresses may result in delayed or failed deliveries. HAPP cannot be held responsible for lost or late packages due to incorrectly entered or incomplete shipping information.

When your order ships, you will receive a shipping confirmation that includes a tracking link. If you placed your order more than three business days ago and have not received a tracking link, your contact info may have been entered incorrectly at checkout. If this is the case, please contact help@happbrand.com for assistance.

Please note that due to Covid-19, many carriers' tracking services have been delayed or showing inaccurate results. However, a vast majority of packages still arrive at the correct destination within the expected time frame. If your tracking does not update, please allow up to 15 business days for your package to arrive, then email help@happbrand.com for assistance.

If your payment is declined, first check that the billing address entered at checkout matches the billing address associated with your payment method. Then, check that the CVV security code was entered correctly.

We have had issues processing foreign credit cards in the past and recommend international customers try PayPal to avoid these.

If you are still having trouble, please contact help@happbrand.com.

We are currently online only at happbrand.com - this helps us control our quality to our high standards and keep prices low for our customers. To learn more about the differences between our colors and styles and see what fits into our bags when packed, just search “HAPP Brand diaper bags” on YouTube and get the deets from other mamas like you.

At your request, yes, we can ship to a hotel, but note that we cannot guarantee delivery dates as circumstances beyond our control can delay shipments. If the timeframe you are staying at the hotel is very short or you are arriving very soon, we don't recommend shipping your purchase there. Should you make an order and leave the country before the shipment arrives, you will be responsible for the return shipping cost plus a $5 restocking fee. HAPP is not responsible for refused or returned shipments.

If you would like to ship your order to your hotel:

1. Call your hotel and ensure that they accept guest packages.

2. Ask your hotel what information you need to include on your package (registered guest name, reservation number, dates of stay, etc.). Be sure to include this in your order.

3. Ask your hotel how many days prior to your stay they recommend your package arrives, as well as what the limit is for holding packages. Be sure to place your order so that it arrives at your hotel during the hotel’s recommended window. Note that orders typically take 5 to 9 business days to arrive, and that HAPP does not guarantee arrival dates.

Orders are fulfilled within 1 business day. US shipping may take anywhere from from 3-7 business days after fulfillment.

Although most orders arrive more quickly, please allow up to 2 weeks for your order to arrive in case of unforeseen shipping delays. Delivery date estimates are not guaranteed. If your shipping address is incorrect or incomplete, your order will be delayed.

If you have questions about how quickly your order will arrive, please email help@happbrand.com.

We are currently shipping to the following international destinations: Algeria, Andorra, Armenia, Australia, Austria, Belgium, Bulgaria, Cambodia, Canada, Denmark, Egypt, Estonia, Finland, France, Germany, Gibraltar, Greenland, Greece, Guam, Guernsey, Hungary, Iceland, Ireland, Italy, Japan, Jersey, Latvia, Liechtenstein, Lithuania, Luxembourg, Malaysia, Morocco, Netherlands, New Zealand, Norway, Portugal, Romania, San Marino, Singapore, Slovakia, Slovenia, Spain, Sweden, Switzerland, Tunisia, United Kingdom.

Due to COVID-19, shipping is temporarily suspended to the following countries: Brunei.

We apologize for the inconvenience and look forward to restoring service to these locations as soon as possible.

Please note that we do not recommend using a forwarding address for international shipping. We have found that they are not reliable and packages are liable to be lost. HAPP cannot be held responsible for the delivery of shipments sent to any forwarder or virtual address and will not replace these orders if lost. If you choose to use a forwarder in spite of this warning, you do so at your own risk.

Taiwan customers - Please visit happbrand.asia to shop.

If you don’t see your country listed above, please contact us at help@happbrand.com to request shipping to your country.

Import duties and taxes are NOT included in the item price or shipping cost. These charges are your responsibility and will be collected from you by the carrier. Duties and taxes on goods vary widely depending on the product value and the country you are having your order delivered to. HAPP Brand will include a commercial invoice declaring the full dollar value paid on international shipments.

REFUSED SHIPMENTS: If the recipient refuses a shipment from HAPP Brand, and the package is sent back, the recipient will bear all customs, duties, taxes, and surcharges associated with the order, in addition to all shipping charges both ways. Please note the shipping charges will be calculated based on the carrier rates (USPS/DHL/UPS/SF Express), NOT the lower rates that we offer to our customers.

*CANADA CUSTOMERS: Canada’s customs and duty fees are known to be high. Please consider this before ordering and contact your local government if you would like an estimate of your fees before placing your order.

If you are signed up for Shop Pay and have used it before to shop on your device, you may still be logged in to Shop Pay, which saves your previous payment information and preferences to help ease the checkout process. This causes certain steps to be completed for you automatically, including your payment method.

If you would like to choose a different payment method than Shop Pay's default, please log out of Shop Pay and begin the checkout process again. You should then see all payment options, including Klarna.

For simple spot cleaning, using a soft damp cloth with water in a circular motion usually does the trick. If that doesn’t work, repeat with a small amount of mild, neutral soap. 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 dry with a 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.

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: (1) Hand wash with mild soap and cold water; (2) Fold up and gently press to squeeze out excess water - do not wring or twist; (3) Dry on lowest setting for the shortest amount of time, checking back as needed.

If you are within the US, we accept returns or exchanges within 30 days of order date. To view our full returns policy, or initiate a return or exchange, visit our returns portal.

International orders are final sale and cannot be returned or exchanged.

Please note that it may take up to 7 business days to process your return/exchange.

Ordering

Domestic Shipping

International Shipping

Payment

Product Care & Warranty

Returns & Exchanges