Carry Me Away Customer Service Policies

PAYMENT

All payments must be made in U.S. dollars. Carry Me Away accepts credit card or funded payments through PayPal. We accept Visa, Mastercard, Discover or American Express cards. You do not have to open a PayPal account to shop with us. You may also contact us to arrange payment by check (must clear before we ship). If you are local to Napa, CA, you may also contact us about cash payment in person.

We offer Layaway payment plans!  Please note that Layaways require a 30% deposit and are not eligible for promotions which give free items for purchases over a certain amount.  Read our full Layaway Payment Plan policy here.

SHIPPING

Items in the cart are all in stock and will ship the next business day after the order is paid for, unless otherwise noted.  We ship daily Monday-Friday.The cost of shipping varies based on the weight of the items you order and the method of shipping you choose.

U.S. Shipping

We offer free shipping on U.S. orders of $50 or more (merchandise only; exclusive of tax and shipping costs). Free shipping is applied automatically and does not require a coupon code. Free shipping packages will be sent by USPS First Class, USPS Priority Mail, USPS Parcel Post or UPS Ground, at our discretion. The large majority of packages are shipped USPS Priority Mail and take 3-5 days to arrive. Please note that we reserve the right to ship “free” shipping via the most economical shipper. If you have special requests about shipping, please contact us to see whether your request can be accommodated.

Arrival dates cannot be guaranteed with free shipping. Shipping is also available via USPS Express Mail (1-2 days) UPS 3-day, UPS 2-day and UPS Next Day Air, for an additional charge.  The charges for these are listed at checkout. If you must have your items by a specific date which is less than 7 business days from your order, we encourage you to choose one of these options to ensure timely arrival.

For orders under $50, you can choose to ship via first-class mail (packages under 13 ounces), USPS Priority Mail or from several UPS options.

Shortly after placing your order, you will receive an email with your delivery confirmation number. Please check your spam/bulk mail folder for this email if it isn’t in your inbox. Be aware that if your package is shipped via USPS, the P.O. is not obligated to update the tracking information until your package is actually delivered, although in most cases it is updated more frequently.

If you are in a hurry for your order (or just curious!), please consider checking the estimated delivery time of your package from zip code 94558 at the USPS website.
**UPS Shipping and Express orders must be placed by 8 AM PST in order to ship the same business day.  Please note that shipping times are estimated from the date of shipping, not the date you placed the order.   Orders placed after 8AM PST may ship the next business day.**

International shipping (including Canada)

We ship worldwide, with the exception of Israel.  At this time, we are unable to ship to Israel due to the unpredictability of customs and postal service there. International orders are shipped the next business day.

Please be aware that some companies do not allow us to ship to certain countries where they have a distributorship. Our cart settings should not allow orders that ship products inappropriately, based on our agreements with the manufacturers.  Please see the product information for specifics.

  • We are unable to ship the following brands internationally: Ergobaby, Tula, and Boba. 
  • We can ship Beco products only to countries that do not have a local distributor.
  • We cannot ship Sakura Bloom products or Wrapsody products to Canada.

We offer Priority International and Express International shipping options. We do not offer First Class shipping (even though it is the cheapest option) because it does not offer a reliable way to track packages, and we cannot be responsible for packages lost.

While International Orders do not qualify for Free Shipping, we will give you a $6 rebate if you contact us to let us know your package arrived. The rebate will be given via the method you paid. Please mention your request for this rebate in your email.

The shipping costs charged by Carry Me Away cover only the postage to ship your package. You are responsible for all taxes, customs, or duties charged by your country. By law, Carry Me Away cannot mark items that you buy for yourself as “gifts” to avoid customs charges. The customs form must reflect the cost paid for your purchase.

Please familiarize yourself with your country’s regulations on customs duties, taxes and/or VAT. Carry Me Away has no control over and cannot be responsible for any charges your country may impose on your purchase, or for the length of time it takes for your purchase to be cleared by customs.Important note regarding shipping outside the U.S. Carry Me Away ships internationally via the United States Postal Service Priority and Express Mail  Shipping times vary widely, even to the same country, often due to customs and postal service situations within the destination country. While we are happy to file an inquiry on your items within a reasonable time frame, we request a wait times of at least six weeks prior to cancelling an order that has shipped.

I made a mistake with my order – how do i change it before the order ships?

If you made a mistake on your order, or you wish to change or cancel your order for any reason before it ships. please contact us by email.  This is the fastest and most reliable way to make changes to your order, including changes to shipping addresses.   There is no need to fill out the online Returns form.  In your email, please give us your name, order number and state the changes you wish to make.  We will do our best to update your order before it ships.  If you have already receive a shipping notice, please feel free to contact us anyway, but realize that we cannot make changes once the order has left our facility!

HASSLE-FREE RETURNS

Our Return Policy

We want you to be completely satisfied with your purchase! If you are having trouble using your carrier, please contact us so we can help troubleshoot before you decide to return the item.

We will accept returns of all baby carriers and accessories within 30 days of the purchase date. We will refund items for the full purchase price minus shipping costs (even if you received free shipping).

We will accept videos/DVDs for exchange only if the item is defective. We will not accept opened videos/DVDs for exchange or return under other circumstances.

How to Make a Return

If you need to return an item from your order, please follow the instructions on the back of your return form which was included with your order (it may be in the Thank You envelope).

You will be responsible for the cost of shipping your items to us. We do not charge a restocking fee for returns but we do need to deduct our shipping costs from any refund.  Our shipping costs are typically between $10-14 depending on the weight of the items purchased.  Purchasing insurance is recommended when shipping an item back because we cannot be held responsible for lost items.

Important Note: please package the carrier, along with its original packaging (including all manufacturer paperwork) in a shipping box.You can use the box it was shipped in or obtain a new one for free at the Post Office.Please do not put tape, labels etc directly onto the manufacturer’s box.Returning items without a shipping box may incur a 15% restocking fee.  Please also note that returning items without the registration card or the manufacturer’s packaging/box will result in a 25% restocking fee.

A note about the condition of your returned carrier: We have a very generous policy on returns, especially compared with many other baby carrier stores!  Please do not abuse our policy by attempting to return items that are substantially altered from the way that you received them.  We reserve the right to reject returns which are extremely soiled, heavily used or otherwise changed.  If you have any concerns, please contact us prior to returning!

**If you are pregnant, you can return items for 30 days from the date of your baby’s birth.**

EASY EXCHANGES

If you have purchased an item and you are not happy with the pattern/color/size and would like to exchange it, you may exchange it within 30 days of purchase, provided the item is in resalable condition (as determined by CMA). You are responsible for shipping the items to us. Please contact us before making an exchange. Please note that while free items can be exchanged for another like item, you will be charged for the shipping of the replacement item to you if it is the only item being exchanged.

We regret that we are unable to hold items for exchanging.  If you are very keen on a particular pattern/color for your exchange, we highly recommend purchasing the desired item immediately to ensure that it is available, and then simply return the unwanted item.  The return form has a box you can check to ensure that you are not charged for our shipping costs in this situation.

**If you are pregnant, you can return items for 30 days from the date of your baby’s birth.**

Right to Cancel

While listing mistakes happen very rarely here at Carry Me Away, they do sometimes happen.  If a listing mistake occurs, we reserve the right to cancel or work with the customer to modify any order which has pricing errors (if large ones) or inventory errors.