01. What are your service hours?
Open: 8 am to 5 pm MST
We try to respond to all emails within 24 hours excluding weekends and Holidays. Please note during sales and promotions email volume is high and we staff up accordingly but there may be some delay in responses but will still respond within 24 hours.
02. I RECEIVED A DEFECTIVE ITEM. WHAT CAN BE DONE ABOUT THIS?
03. CAN I CHANGE MY ORDER AFTER IT HAS BEEN PLACED?
04. CAN I RETURN OR EXCHANGE MY ITEMS?
We allow returns and exchanges on all Unworn and Unwashed items with the tags still attached within 30 days of the order delivery date except in the following situations:
- Items purchased on clearance cannot be refunded. We do allow exchanges for other items that are currently on clearance.
- Items purchased using a promo code can be returned and refunded but only in the form of store credit. We do allow exchanges for items of equal value.
Please contact Customer Service at firstname.lastname@example.org with the following information to process your return:
- Order number
- Item you wish to return/exchange
- If exchange, include the item that you would like to exchange for.
- We do not provide prepaid return labels for returns or exchanges.
05. WHERE ARE MY ITEMS MADE?
06. CAN I MACHINE WASH AND DRY MY ITEMS?
We recommend turning the item inside out, machine wash cold with like colors and tumble dry on low. This will keep your items in the best shape and prolong the life of the item.
Our materials are not pre-shrunk so please allow up to 10% shrinkage if machine washed and dried. Minimal pilling is typical for terry fabric. To avoid excess pilling please avoid washing with jeans, towels or any items of rough nature.
07. HOW DO I DETERMINE THE CORRECT SIZE FOR MY CHILD?
Shipping And Fulfillment
08. WHO DO I NEED TO CONTACT IF MY PACKAGE IS LOST OR STOLEN?
Lulu and Roo has partnered with a shipping insurance company called Route. If you purchased Route Insurance during checkout you will be able to file a claim and their customer service team will handle your case contact email@example.com
If you did not purchase shipping insurance and your tracking information has reported a successful delivery but you have not receive it please contact USPS at 1-800-222-1811. Please understand that we cannot take responsibility for lost/missing packages that have been successfully delivered to the address provided with your order. Please contact your carrier, as they can check the geotag of the delivery scan and escalate an investigation on your behalf. We do not issue a refund on lost packages.
09. HOW DO I CHECK MY ORDER HISTORY OR IF AN ORDER WAS PROCESSED?
10. HOW OFTEN DO YOU RESTOCK ITEMS?
11. THE ITEM IN MY CART DISAPPEARED AND IS OUT OF STOCK NOW?
12. HOW LONG DOES SHIPPING TAKE?
Coupons And Rewards
13. DO YOU OFFER WHOLESALE?
Yes we offer wholesale pricing to brick and mortar stores only. To receive more information and apply please click here.
Once we receive your application we will get back with you within 1-2 business days.