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Frequently Asked Questions

FAQs - Aden and AnaisFAQs - Aden and Anais
What is the best way to reach customer service?
The best way to reach us is to give us a ring at 718.801.8361 or email us at customerservice@adenandanais.com. We are here Monday through Friday from 9am EST to 5pm EST to answer any and all questions or simply just to chat.
Is your website secure?
Yes, the aden + anais website is a secure shopping environment where information is safeguarded if you are a registered user. For non-registered users, your information is not held beyond the shipping of the order. View our privacy policy for more information.
What payment methods do you accept?
We accept Paypal, Visa, Mastercard, American Express and Discover payments.
Does aden + anais charge sales tax?
We charge sales tax in the following states:
 

ALABAMA
ARIZONA
ARKANSAS
CALIFORNIA
COLORADO
CONNECTICUT
FLORIDA
GEORGIA
ILLINOIS
INDIANA
KANSAS
KENTUCKY
LOUISIANA
MAINE
MARYLAND

MICHIGAN
MINNESOTA
NEBRASKA
NEVADA
NEW JERSEY
NEW YORK
NORTH CAROLINA
OKLAHOMA
PENNSYLVANIA
SOUTH CAROLINA
TENNESSEE
TEXAS
UTAH
VIRGINIA
WASHINGTON
WISCONSIN




When will my credit card be charged?
Your credit card will not be charged until your order is processed.
How long will it take for my package to arrive?
Packages shipped via standard delivery should arrive within 2-5 working days, depending on your destination.
How can I track my order once it has shipped?
As soon as we ship your order, we send you an email with all of your tracking information. You can also contact our customer service team at customerservice@adenandanais.com or call 718.801.8361 for further information.
What is your return policy?
We hope you love everything you order, but in case you don’t, not to worry. We will happily accept returns for unused merchandise in its original condition at time of purchase.

To make a return, simply contact our customer service team at customerservice@adenandanais.com or call 718.801.8361, and provide your name, order number and the item(s) you’d like to return. We will then assist you in completing the process.

Your items must be returned 30 days after purchase to received a full refund. Once we receive the returned item, we will issue a refund to the original purchase payment method within 10 business days.
Can I cancel or change an order?
Once an order is placed it cannot be cancelled or changed. For any questions you can contact us at customerservice@adenandanais.com.
What is the advantage of creating an account when checking out?
When you create an account, your information is kept securely on file, speeding up the checkout process for future orders.
The item I want is sold out. How will I know when it is back in stock?
Sign up for our newsletter to be among the first to know when out-of-stock items are available again on adenanadanais.com. Simply click “subscribe” at the bottom of the page and enter your email address.
What’s the best way to care for my aden + anais muslin?
Cotton muslin is a soft, breathable fabric that's ideal for your baby's delicate skin. It’s also incredibly easy to care for and gets even softer with each wash—two qualities every parent loves in a fabric. Click here for tips on how to keep your aden + anais muslin items looking fresh and new.
Does aden + anais offer a gift wrap service?
An aden + anais gift comforts and delights little ones while making mom and dad’s lives easier. We hand-wrap the precious present in our signature tissue paper and gift box complete with your heartfelt message for an additional $4.95. Simply select “add gift wrap” during checkout.
Can I change my mind after submitting an order with gift wrap?

No, it is not possible to make changes to gift wrap once order has been submitted and finalised on the website.

What if I have a question or concern about my order from amazon or another store?
We do not accept returns for items not purchased on adenandanais.com. If you purchased an aden + anais product from anywhere other than adenandanais.com, please reference the return policy of the company you purchased it from.
Does aden + anais clothing tend to run large or small?
Our aden + anais clothing line tends to run a bit large. Click here to see our clothing size chart.
Which size sleeping bag is right for my child?
Click here to see our sleeping bag size chart.
Does aden + anais offer personalization?
We’ve partnered with make-a-boo, a premiere online destination for personalized children’s gifts, to bring artful monogramming to your favorite aden + anais items. Shop here.
Who do I contact if I have a question about my monogram order?
If you have questions about your monogram order, please contact mak-a-boo. They can be reached via email (megan@makaboo.com) or via phone (866-746-1596) on Monday through Friday from 8:00 am to 5:00 pm CST. If for any reason, you have trouble contacting mak-a-boo, please reach out to our customer service team at customerservice@adenandanais.com.

baby bonding playmat

What age is the playmat suitable for?
The playmat is suitable from 0+ months.
What is the size of the playmat?
The playmat measures 45" X 45".
How many muslin layers does the playmat have?

The front of the playmat contains one layer of 100% cotton muslin. The back of the playmat is made from 100% cotton canvas.

What type of filling does the playmat have?
The playmat has a 350g polyester fiber filling. The playmat has two quilting lines in the middle to keep the filling in place. The bindings around the edges prevent developing lumps after washing.
What are the washing instructions?
Remove the removable sun and bird toys before washing. The playmat is suitable for cold machine wash, gentle cycle. No bleach. Hang dry.
How will the playmat be packaged?
The playmat will be shipped in a PVC-free bag, measuring 43cm height x 51cm width x 10cm depth.
Can the playmat be gift wrapped?
We currently do not offer a gift wrap service for the playmat, however, we are looking into offering this service in the near future.

baby bouncer + rocker + seat

What are the dimensions (H/W/L) of the  3-in-1 transition seat in each mode?
  • Seat Mode: 44 cm width x 43 cm length x 69 cm height
  • Rocker Mode: 44 cm width x 63 cm x 54 cm height
  • Bouncer Mode:44 cm width x 61 cm length x 67 cm height
  • Flat Mode: 44 cm width x 78 cm length x 14 cm height
What is the weight of the baby bounder + rocker + seat?

~9.8 lbs./4.45 kg

What age is the seat suitable for? When does the baby have to stop using the baby bounder + rocker + seat?

Recommended for newborns up to the age of 2 (maximum weight 29 lbs./ 13.2 kg).

Which of the 3 modes (bouncer / rocker / seat) is suitable for which age/weight/developmental stage?
  • Bouncer mode: stop using when baby has reached 20 lbs./ 9 kg.
  • Rocker mode: stop using in the rocker mode once your child can sit unaided or has reached 29 lbs./13.2 kg, whichever comes first.
  • Seat mode: can be used up to 29 lbs. 13.2 kg Infant insert provides extra support for baby's head and is suitable for use with newborns until they can hold their head up, around 4-6 months.
What are the washing instructions for the baby bounder + rocker + seat components? Which parts can be cleaned and how do I clean them?
Machine wash seat cover and infant insert in cold water, gentle cycle. Infant insert padding and harness should be removed before washing. Hang dry.
Do not wash toys. Spot clean only. Air dry. Toys are not for crib or play pen use.
Is it difficult to assemble the baby bouncer + rocker + seat? Is it pre-assembled? It is a one person's job? How long does it take?

The aden + anais™ 3-in-1 transition seat comes almost ready to use!

  1. Remove the 3-in-1 transition seat from the box.
  2. Switch from flat mode to bouncer mode by lifting the seat frame until it clips into place. Then pull the kickstand out to secure the bouncer in place.
  3. Install the toy bar by snapping it onto the sides of the frame.
Where can I find the Manual for the baby bounder + rocker + seat?

A copy of the Manual for the 3-in-1 transition seat can be found here.

I need spare parts for my baby bounder + rocker + seat.

Please contact our customer service team at customerservice@adenandanais.com or call 718.801.8361, Monday to Friday 9:30 am - 5:00 pm. We will be happy to discuss the required spare part for your 3-in-1 transition seat.

Can the 3-in-1 transition seat be gift wrapped?

We currently do not offer a gift wrap service for the 3-in-1 transition seat, however, we are looking into offering this service in the near future.