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FREQUENTLY ASKED QUESTIONS

We always want to make sure you get your questions answered! Check out our Frequently Asked Questions below, and if you still can't find what you're looking for, feel free to Contact Us.

Returns & Exchanges

We understand that your bag may not always work out for all everyone! We provide returns for U.S. orders within 30 days of purchase.

• To receive a full refund, your item must be sent back in its original packaging and condition (used items will not be accepted).
• For refunds to credit cards and PayPal, we deduct $5 per item to cover restocking costs unless the item is damaged or defective upon arrival.
• Refunds will be processed once products are received by us and we approve of the condition. If you are expecting a refund, credit will be submitted to your bank within three business days. It may take your bank up to 10 business days to post the funds to your account. If you have not received your credit back, we suggest contacting your bank.
• Unfortunately, we do not offer free returns for any sale items or international orders. (RETURN POSTAGE NOT INCLUDED). Should you use UPPER’s provided shipping label, the return shipping fee will automatically be deducted from your total refund amount (calculated based on weight and location). You may also choose to purchase your own shipping label, in which case you will not be charged a return shipping fee. We advise using a trackable method, as UPPER is not responsible for items lost in transit.

If you prefer items in another color, or size, simply return the original, unused product back to us for a refund and place a new order on upperbags.com. Product return must be initiated within 30 days of purchase, and customers are responsible for a $5 restocking fee per item unless the item is damaged or defective upon arrival.

Exchanges are not always guaranteed, as our products sell fast during busy seasons and items in stock may be limited. We do not offer free exchanges for any sale items (RETURN POSTAGE NOT INCLUDED)

For gift returns or exchanges, your bag must be new, unused, and in its original condition and packaging. If you would like to request a gift return or exchange, please email us at hello@upperbags.com with your gift giver's name or order number and we will get back to you.

Shipping

All orders are fulfilled by a variety of shipping carriers, depending on your location. On business days, our order cutoff time for same day shipping is 2:00 PM Eastern Time. Orders received after 2:00 PM Eastern Time will ship out on the next business day. Any orders placed on a weekend will be processed the following Monday. The time it takes for your order to be delivered depends on which shipping option you select during check out. We currently offer two different shipping options for our customers:

• Standard Shipping: $4.95 or Free for Orders $45 or More: Standard Shipping is $4.95 for all orders under $45. Free Shipping applies to all orders $45 or more. The lead time for Standard Shipping varies based off of location, but generally, you should receive your order within 7-10 business days if there are no delays in weather, unexpected circumstances, etc. by shipping carriers.

• 3-Day Shipping: $5.95: Your order will ship and should be delivered in up to 3 business days. On business days, our order cutoff time for same day shipping is 2:00 PM Eastern Time. Orders received after 2:00 PM Eastern Time will ship out on the next business day. Any orders placed on a weekend will be processed the following Monday. Expedited shipping option is not available for Hawaii, Alaska, Puerto Rico or the U.S. Virgin Islands.

We understand that sometimes packages get lost or delayed. If this happens to you, feel free to reach out to us at hello@upperbags.com so we can work together on a solution.

For complete information on Shipping, Tracking & Deliveries, please visit our Tracking page here.

If you still have questions after looking at Frequently Asked Questions on that page, feel free to reach out to us at hello@upperbags.com and our team would be happy to help!

Please note that multi-product purchases may ship in multiple packages as they are fulfilled by warehouses across the United States that have product availability. You'll definitely receive everything, it may just come in several boxes and at different times.

Warranty

In order for us to consider a replacement for your product, you must be able to:

1. Provide a valid order number.Unfortunately, we are unable to honor any warranties on items that were gifts, sweepstakes prizes, etc. that do not have an order number associated with it. We do not send any replacements for items purchased through third party or re-selling channels such as eBay, OfferUp, etc.
2. Provide photos of what's wrong with your product. We will verify if the damages fall under our warranty and whether they need to be replaced, or can easily be repaired.
3. Explain that the product was not damaged in "out of the ordinary" circumstances. We are unable to replace items that were damaged due to extraordinary circumstances...such as if an animal (like your dog) ate your bag. Yes, we've heard stories like that before!


Please reach out to us at hello@upperbags.com so that we can better assist you; our Customer Service team will be happy to work with you and/or ship out replacement diaper bag or accessories if needed!

Coupon Codes

All coupon codes require a minimum purchase of $15, are single-use only, and are not combinable with other coupon code offers. Most of our coupon codes are only available for one-time use only per customer account (10% off for sign up, etc.).

Product Care & Warranty

For simple spot cleaning, using a soft damp cloth with water in a circular motion usually does the trick. If that doesn’t work, repeat with a small amount of mild, neutral soap. Test the solution first on a less visible area of the bag and let dry fully before proceeding. Repeat if residual soap remains. Wipe down the entire material outside to avoid leaving a water spot. Allow to air dry completely. For tougher stains, please take your bag to a professional dry cleaner.

In the event the fabric sustains a large amount of water, immediately blot with a dry with a white or light-colored cloth and allow to dry completely.

DO NOT WASH in the washer; never immerse your bag in water, as the water-resistant coatings can be washed away in the washer and the cotton quilting will deteriorate.

We recommend spot cleaning the changing pad over all other cleaning methods, however, if you must wash it, following these steps may help maintain the integrity of the memory foam: (1) Hand wash with mild soap and cold water; (2) Fold up and gently press to squeeze out excess water - do not wring or twist; (3) Dry on lowest setting for the shortest amount of time, checking back as needed.

Contacting Our Team

Please email us at hello@upperbags.com with your order number, your name, email, and as much information as possible and we will be able to assist with any questions you may have. You can also visit our Contact Us page to reach out. Our team replies to all inquiries within 24 hours!

Our team replies to all messages within 24 hours. If you have not heard back from us, please be sure to check your spam folder, or any filtered emails as sometimes our responses may end up there. We can assure you we're always here to help and never ignore our customers!

Wholesale & Group Orders

Absolutely! We’re happy to partner with retailers and businesses that wish to sell our products and/or use our products in co-branding partnership opportunities. For more information about wholesale opportunities, please visit our Partnerships page.

Yes! For more information and frequently asked questions, please visit our Corporate & Group Sales page. Please note, this always depends on seasonality and lead time.

Brand Partnerships

Brand partnerships are very important to us. We're always looking for companies and organizations that have a similar values and audiences to ours to help spread the UPPER BRAND NEW YORK awareness! To contact us for a Brand Partnership, please visit our Partnerships page.

Sponsorships & Ambassadors

We currently are not accepting Brand Ambassadors, and do not work with content creators who are looking for product in exchange for content.