Returns and Exchanges

We understand that preparing for your little one's arrival comes with many decisions, and sometimes things may not go as planned. While we’d love to accommodate all returns and exchanges, the carefully curated nature of our products means that some items may not be eligible. 

Wondering if your item qualifies for a return? Keep reading for the details, and feel free to reach out—we’re here to help make the process as smooth as possible!

What is Your Return Policy?

Due to the heavy nature of our products, refunds will be issued to the original payment method after deducting the round-trip shipping and handling costs. If an order was placed with a free shipping promotion, the actual shipping and handling fees covered by NovaCrib will be deducted from the refund. A 25% restocking fee will also apply.

To be eligible for a return, the item must meet the following conditions:

  • It must be in its original, unused condition and packaged in the original, undamaged packaging.
  • Any defaced or altered packaging may result in the return being denied.
  • It must come from a smoke-free environment.

Once we receive the return, our Quality Control team will inspect the item. Refund approval will be at our discretion based on the item's condition upon inspection.

Returnable Merchandise

Eligible items can be returned within 14 days from the date of delivery. To initiate a return, customers must contact NovaCrib’s customer service at sales@novacrib.com within this period to obtain a Return Merchandise Authorization (RMA) number. There are no additional fees for requesting an RMA.

If the return is due to change of mind (e.g., buyer’s remorse, incorrect color/size/type ordered), you agree to return the unopened product in its original packaging and condition. You will be responsible for:

  • Round-trip shipping and handling charges (even if your order qualified for free shipping).
  • A 25% restocking fee of the product price.

In certain cases, NovaCrib may waive the physical return of an item if return shipping costs are unreasonably high. In such instances, we may request customers to dispose of the product responsibly through waste management, recycling services, donation, or re-gifting. Once the return is waived and verified, refunds will be processed within 7-10 business days.

Damaged or Defective Merchandise

  • Inspect your package upon delivery. If there is visible damage, it must be noted at the time of signing for delivery to file a claim for a replacement.  
  • If your item's arrive damaged, please contact us at sales@novacrib.com within "24 hours" of delivery with photos of the damaged item and packaging to initiate a claim.  
  • We cannot file a claim for damaged items if damage is not noted at the time of delivery.
  • We will gladly send replacement parts before assembly to ensure your item is in perfect condition. However, we cannot provide partial or full refunds for damaged or defective merchandise.  
  • If an item is functional but damaged, we cannot issue a refund but will offer a replacement for the damaged parts.
  • Replacements will be shipped via the same shipping method as your original order. Expedited shipping for replacement parts is not available.
  • In some cases, if the manufacturer does not require a return, we may ask you to donate or recycle the item responsibly.
  • If we approve a return for damaged or defective merchandise, it must be returned in its original packaging. Items without original packaging will not be accepted.
  • Our Quality Control team will inspect returned products before approving a refund or replacement.  

Lost in Transit

If your order appears to be lost in transit, we will assist you in filing an investigation claim with the carrier. You can reach out to us at sales@novacrib.com for assistance.

  • Standard UPS investigation timelines apply (up to 8 business days) for any lost or stolen order.
  • Upon investigation,if the package is located, it will be sent to you as soon as possible.
  • If it cannot be recovered, we will promptly re-ship your order with the same shipping method. 

Delivery and Refusal

Upon delivery, you must thoroughly inspect the product and its packaging. If you choose to refuse delivery, you will be responsible for:

  • Round-trip shipping and handling costs.
  • Applicable restocking fees.

Once the product is returned to our warehouse, we will issue a refund for the purchase price, minus shipping and handling charges for both delivery and return. Please allow 5-7 business days to return the funds to your account. 

Return Process

To initiate a return, customers must email us at sales@novacrib.com with: Order number, Product details and the reason for return.

  • Our team will 'review the request and respond within 24-48 hours' to confirm whether the return is approved.  
  • If the return is approved, we will provide a return shipping label , Return Merchandise Authorization(RMA)

 Detailed Return Instructions

  • The cost of return shipping will be borne by the customer and deducted from the final refund amount. 
  • The product must be returned in its original factory condition, including: All   packaging materials, Warranty cards, Manuals and accessories  
  • Items without original packaging will not be accepted.  
  • Once we receive the returned item, our Quality Control team will inspect it to   ensure it meets return criteria.  
  • The refund will be processed within 7 to 10 business days to the original payment   method.  
  • Our team will remain in direct contact with you via email to assist you throughout the return process.  

Cancellation Policy

You may cancel your order within one (1) business day, provided it has not been processed. A $25 administration fee applies to all cancellations.

  • If your order has already shipped, you must request a return with us after receiving the package.
  • Once the order is under processing, we do not accept cancellations.
  • If your order has already been shipped and you decide to cancel, you will need to   initiate a return once you receive the package. After the returned item is received   by the shipper, we will process your refund within 3 business days. 
  • Refunds will be processed within 3 business days after we receive the returned item.
  • Please note that you will be responsible for round-trip shipping charges and a 25% restocking fee.

Exchanges

We DO NOT accept product exchanges. If you need a different product, please return the original item first. Once your return is approved, you may place a new order.

Non-Returnable Items & Brands

The following brands/products are non-returnable:

  • Items without original packaging are non-returnable.
  • Items arriving damaged due to transit issues, negligence, or missing parts due to damage are non-refundable.
  • Wonderfold Products
  • AFG Products – Instead of refunds, we issue store credit for future orders if the returned items are in excellent condition and in original packaging.
  • Milk Street Baby & Orbelle – Returns are only accepted if you inform us within 5 days of receiving the product. No returns will be accepted after this period. 

Order Changes  

Please review your order confirmation carefully upon receipt, including item quantity, colors, models, and shipping address. If you need to update any details, contact us immediately at sales@novacrib.com or call 917-283-2304 within 24 hours.  

Most orders are shipped directly from the manufacturer, and their response time for order change requests can take up to two business days. This means that by the time we receive a response, your order may have already been processed or shipped.  

Order changes are not guaranteed. If your order is shipped before the change request is acknowledged, it cannot be canceled, modified, or rerouted. We strongly recommend double-checking all order details before finalizing your purchase.

Contact Us

For any return, refund, or exchange inquiries, feel free to reach out to us:

📧 Email: sales@novacrib.com
📞 Phone: 917-283-2304

We’re here to make your experience as smooth as possible.