FREE SHIPPING ON ORDERS $40 USD OR MORE!

FAQ


ORDER ISSUES

I need to change the shipping address for my order, but my order has shipped!

So sorry for the issue! You should still be able to update your address on the USPS website once your order is shipped! If your package returns to us due to an incorrect address, it will be cancelled and refunded; you will be notified if this happens.

Can I change the shipping address for my order?

We will be happy to change the shipping address for you order! Please email our Customer Care team at support@mamabearshop.com with your order number and the updated address ASAP, as we are only able to make changes to your order if it has not yet entered the packing process. Please note that changes to your order may be limited during periods of high order volume, including launches and promotions.

Can I change the billing address for my order?

Oops! Unfortunately, we are unable to edit the billing address once an order has been placed. Not to worry! It appears that you were able to successfully place your order. As long as your shipping address is correct, you will be able to receive your order!

Can I change the email address associated with my order?

Yes! Please email our Customer Care team at support@mamabearshop.com with your order number, original email address, and the updated email address so that we may make the changes for you. Once your email address has been updated, we can resend your order confirmation and/or shipping confirmation emails to the updated address. :)

Can I cancel my order after I’ve placed it?

Possibly. If your order has not been processed, we can cancel and refund your order. Please note that there will be a 3% fee to refund. This only reimburse our costs to process either your credit card or PayPal payment.  

I received a package, but it wasn’t my order.

We’re so sorry for the mix up with your order! Please email our Customer Care team at support@mamabearshop.com with your order number and pictures of the following: the stamped initial/number on the outside of your envelope or box, the order packing slip with with the stamped initial visible, and a picture of the products you did receive. Please note that all order issues must be reported within 10 days of delivery. We’ll get YOUR order sent out asap!  

I received the wrong item.

We’re so sorry for the mix up with your order! Please email our Customer Care team at support@mamabearshop.com with your order number, a picture of the incorrect items you received, and a picture of the packing slip with the stamped initial visible. Please note that all order issues must be reported within 14 days of delivery. We will get back to you asap!  

I am missing item(s) in my order.

Oh no! Please email our Customer Care team at support@mamabearshop.com within 10 days of delivery with your order number and a list of the missing items. Please make sure to include a photo of the items you did receive and a picture of your packing slip with the stamped initial visible. We will get back to you asap! 

I received broken item(s) in my order.

Oh no! Your package must have had an extra bumpy ride! Please email our Customer Care team at support@mamabearshop.com within 10 days of delivery with your order number, the names of the broken items, and a photo of the damaged items. We will get back to you asap!    

I received my package and have a problem!

Oh no! We do our best to get your order to you in perfect condition, but we understand that mistakes can happen. As we adore our Mama Bears, your complete satisfaction is our top priority and we will gladly assist you with any issues with your order. Please contact our Customer Care team at support@mamabearshop.com within 10 days of delivery so that we may help you further. Please note that you may be required to provide photos of your goodies in order for our team to best assist you.

PAYMENTS, PROMOS & GIFT VOUCHERS

Can I purchase a gift card for Mama Bear?

Unfortunately, we do not currently offer gift cards. But, be sure to subscribe to our newsletter just in case we decide to offer this option in the future! ;)

How can I pay for my order?

We accept all major credit cards, as well as PayPal!

Why Isn’t My Promo Code Working?

We recommend copying and pasting your exact code into the coupon box to apply your discount. Keep in mind that promo codes cannot be combined, nor can they be applied towards shipping. They typically cannot be used during promotions as well, so double check the fine print when a promotion is live to be sure!

Can I combine coupon codes on my order?

Unfortunately, coupon codes cannot be combined, nor can multiple codes be applied to a single order. So sorry!

How do I use PayPal to pay for my order?

Once you are prompted to enter your payment information during checkout, please select the PayPal option, shown below: You will be redirected to PayPal to complete your order at this time. :)

Can I get a refund if the price has changed since I ordered it?

We run different promotional campaigns and it would be unfair to the rest of our customers if we cancelled orders just so some could receive a promotional discount that they saw at a later time. For this reason, our best promotions are advertised through our Facebook page! Please follow us there to be updated on our latest and greatest promotions! We’re so sorry for any inconvenience, and appreciate your understanding!

Will I be charged International Bank Fees?

When placing an order, the final total you see during checkout is in USD. Once your bank pulls the funds, they will account for the current exchange rate. Your bank may or may not charge additional fees for international transactions. Please reach out to your bank for more information on any additional charges/fees!

It looks like you charged me twice for my order. Help!

If your credit card was declined when you first tried to place your order, you’ll see a pending transaction in your account. Don’t fret! We do not capture funds for declined transactions, and this charge will automatically drop off your statement within a few business days.

DELIVERY

When will my order ship?

Our products usually – key word usually – ship and arrive within 2-3 weeks due to our high volume of orders! This is an estimate! However, if we have some crazy promotion or a new launch, orders may take a bit longer to process, so be patient my friend!! Once your order has shipped, you will receive a shipping confirmation via email with a tracking number.

I accidentally put the wrong address when I ordered and my package got sent back as undelivered. What happens now?

We apologize about the situation. Since we cannot verify shipping information on every order, and rely solely on the customer to accurately input that information, your package will most likely be sent back to our supplier. In the event we are notified that this has happened, our Support team will contact you to update the shipping information, and at that point your package will be sent to the updated address. We cannot cancel the order at that time for any reason. If you no longer want the product(s) because of the additional time it'll take to receive it due to this error, please refer to our Returns and Refunds section below. 

How are shipping rates calculated?

There is a flat rate of $4.95 USD on orders up to $39.99, on all orders shipped within the United States and Canada. Other countries could see an increase in price depending on international rates at the time of order. All orders of $40.00 or more USD are eligible for free international shipping!

All international orders are subject to customs and duty fees as defined by the country of import. Customs and duty fees are not included in your Mama Bear Shop order and/or shipping total. Mama Bear Shop is not responsible for fees associated with import. All fees must be paid by the parcel recipient.

I successfully placed my order, but the status shows as “Unfulfilled” on my account.

No need to worry, unfulfilled just means your order is processing and has not yet shipped! Once your order ships, it will be marked as Fulfilled/Shipped. You'll receive an email with tracking once this happens!

I'm an international customer and my order's tracking shows that it has reached my country, but there has been no movement since then!

We are super excited for you to receive your goodies, but please be patient! International orders may take up to 21 business days to be delivered after processed.

It is often helpful to refer to your local courier's online tracking, as it may have more accurate tracking information for your order. Alternatively, we recommend directly contacting your local post/customs office. The best way to do this is by simply locating your nearest post/customs office and visiting them in person. We recommend you physically visit the office to locate your package as your courier's online tracking may not recognize your USPS generated tracking number.

If 21 full business days pass and you do not receive your order, please contact our Customer Care team at support@mamabearshop.comwith with your order number! Please note, we are unable to assist you further with your order until after the 21st business day.

I'm an international customer and my order's tracking still shows that my package is in the U.S. after several days.

We are super excited for you to receive your goodies, but please be patient! Typically international orders do get delivered within 21 business days, however your package may be delayed by customs, or may simply be missing a scan. If 21 full business days pass and you do not receive your order, please contact our Customer Care team at support@mamabearshop.com with your order number! Please note, we are unable to assist you further with your order until after the 21st business day. 

Can I have my parcel redirected to a different address?

Once your order ships, we are unable to make any changes to the shipping address. You should still be able to update your address on the USPS website, though! If your package returns to us due to an incorrect address, it will be cancelled and refunded. We will notify you if this happens!

Will my package be charged customs?

All international orders are subject to customs and duty fees as defined by the country of import. Unfortunately, we are unable to provide information on whether you may or may not be charged customs/duty fees. Duties will be determined by the country of import upon arrival of your order based off product value.

These fees are not included in your Mama Bear Shop order and/or shipping total. Mama Bear Shop assumes no responsibility for duties incurred on discounted, promotional or give away items. All fees must be paid by the parcel recipient.

Are there any known delivery delays in my area?

For more information on delivery delays worldwide, please reference the following link to view all USPS Service Alerts: https://about.usps.com/news/service-alerts/welcome.htm We also recommend visiting the website for your local post office for delays specific to your city!

Delivery and Returns Delays

We do our very best to process and ship your order as quickly as possible, however once your order is transferred to USPS or Canada Post, it may encounter delays during its journey to you. The same is true for orders determined to be undeliverable by USPS or Canada Post, and returned to our HQ. Unfortunately, we can only view the same information that you can via your order’s tracking number.

Please allow our full shipping times to pass before reaching out to our Customer Care team!

If your order is traveling beyond these time frames, please email our Customer Care team at support@mamabearshop.com with your order number and tracking information so that we may assist you further!

How do I track the delivery of my order?

Yay, you are so close to receiving your goodies! Once your order ships, you will receive an email with a tracking number that you can use to follow your package’s journey to you. If you have an account with us, you can also access the tracking number for your order there, once it becomes available. You can locate this information under your Account Details, where your full order history is accessible.

Lost or Stolen Packages

Mama Bear Shop is not responsible for lost or stolen packages confirmed to be delivered to the address entered for an order. Upon inquiry, Mama Bear Shop will confirm the delivery to the address provided, date of delivery, tracking information and shipping carrier information for the customer to investigate further. 

If you feel your order is lost - we will conduct a USPS Mail Search. We will let you know what we find out from that search and we can decide whether or not a refund can be given based on the results. 

Do you offer express/overnight delivery?

We do not currently offer expedited shipping. We apologize for the inconvenience!

What should I do if my order hasn’t been delivered yet?

We’re so excited for you to receive your order! If your order is shipping typically takes 2-3 weeks. We recommend reaching out to USPS and/or your local post office for more information on the status of your order.

If your order has exceeded typical shipping times, please email our Customer Care team at support@mamabearshop.com with your order number and tracking information so that we may assist you further. :)

What countries do you ship to?

We happily ship to (almost) all countries worldwide! Unfortunately, we do not currently ship to the following countries: China, Turkey, Democratic Republic of Congo, Cote D’Ivoire, Cuba, Iran, Vietnam, North Korea, the Crimean region of the Ukraine, Sudan and Syria.

All international orders are subject to customs and duty fees as defined by the country of import. Customs and duty fees are not included in your Mama Bear Shop order and/or shipping total. Mama Bear Shop is not responsible for fees associated with import. All fees must be paid by the parcel recipient.

My order shipped, when will it get to my house?

All of our beloved packages are sent via the US Postal Service, so delivery times vary. Orders typically arrive in 2-3 weeks once they have shipped. Our products love to travel and they may get to you sooner!

Do we ship to APO addresses?

Yes! Please follow these rules or your package might not make it!

  1. Write out the service member’s full name in the name field. Be sure to include their Unit as well on Address Line 1.
  2. The city field will need to be one of the following abbreviations set forth by the Military:
    • APO: Army Post Office
    • FPO: Fleet Post Office
    • DPO: Diplomatic Post Office
  3. The Region field for your order needs to be assigned a “state code,” which is categorized by the following abbreviations:
    • AA: Armed Forces Central and South Americas (Armed Forces Americas)
    • AP: Armed Forces Pacific
    • AE: Armed Forces Europe (including-Canada, Middle East, and Africa)
  4. Set the country as the United States, as these addresses are considered part of the U.S.

RETURNS & REFUNDS

Return Policy:

We know that ordering online can be awesome, but sometimes it doesn't go as planned. If the product you ordered didn't meet your needs like you thought it would, and you would like to return items, you must contact us at support@mamabearshop.com, and packages must be postmarked within 10 days of your order being delivered. After you ship your order back to us, we can either reorder the item(s) for you, or we can issue you a refund. At this time, our refunds will not include shipping costs. (Please note: Sometimes orders are shipped separately and may arrive on different days. The 10 days reflect the delivery confirmations we receive on each item.) 

Upon receipt of returned goods, Mama Bear Shop reserves the right to deny refund if the merchandise does not meet our return policy requirements. Mama Bear Shop will not re-send those items to the customer in that case. 

Do I pay for return shipping?

At this time we do not offer free return shipping. So you will be expected to pay for your own return shipping. Please let us know within the 10 day time frame that we mentioned above if you decide to return your order. 

We have 24/7/365 email support. Please contact us if you need assistance. 

I was refunded for my order, but I need the funds returned to a different account!

So sorry for the issue! Unfortunately, we are only able to issue a refund to the original point of purchase for the order. Please reach out to your bank for more information on how to reroute the funds to the correct account.

USPS says my package is undeliverable. What happens now?

Oh no! If your package is determined to be undeliverable by USPS, it will be returned to our HQ. Once we physically receive your package and confirm that it was undeliverable, we will issue a full refund for your order. You will be notified when this happens! Unfortunately, we are unable to reship orders that are returned to us.

PRODUCTS & STOCK

The product I want is out of stock! When will it be available again?

Oh no! Please sign up for our newsletter to be the first to hear about any restocks! We also announce restock dates via social media. :)

Do you offer a wholesale discount for bulk buying?

So sorry! Unfortunately, we do not currently sell wholesale nor do we authorize the resale of our products. Thank you for your interest!

Does Mama Bear Shop have any giveaways?

Everyone loves free things! You can always check out our social media for information regarding giveaways, as well as new launches, promotions, and restocks. :)

Where can I purchase your products?

Our products are currently sold in cyber land on MamaBearShop.com. Please note we do not sell wholesale, nor do we authorize the resale of our products. 

TECHNICAL

Do you have a phone number I can contact?

We currently don’t have a phone number for customer service inquiries, but we recommend taking a look around our Help Center to find answers to your questions/concerns. If you can’t find what you’re looking for or need help regarding your order, our Customer Care team at support@mamabearshop.com will be more than happy to assist you! 

Delayed order confirmation emails

Confirmation emails are typically received shortly after an order is placed. If you do not receive your confirmation email right away, however, don’t fret! Your confirmation email may experience a delay if your order was placed during a period of high order volume, such as an exciting new launch or promotion.

If you have not received your confirmation email within 24 hours after your order is placed, please email our Customer Care team at support@mamabearshop.com so that we may assist you further!

Please Note: A confirmation email is different than a "Package Shipped Confirmation". When your order has been processed AND shipped, you will receive an email with that update!

How can I unsubscribe from your emails/newsletters?

You can unsubscribe from our emails by scrolling down into a previous email we've sent you and select unsubscribe. This will remove you from our emailing list! If you change your mind later, you can still subscribe to our newsletters by signing up on our website or contacting our Customer Care Team! :)

I’m not receiving any emails or newsletters from MamaBearShop.

Whether you’re trying to find the status of your order or if you’re trying to catch all those sweet deals, being in the loop is super important! Check out these tips to make sure you’re receiving all of our emails.

-Your Email (gmail, yahoo, etc) may be marking our emails as Junk or Spam mail. To stop this from happening, please add ‘no-reply@mamabearshop.com’ to your email address book.

-Make sure you typed in the correct email address when you signed up with us. Our team can double check this information for you!

-During the checkout process, did you click the text box next to ‘Subscribe to our newsletter’? If you didn’t, this may be why!