Return/Exchange Policy (U.S. Orders)
If for any reason you are not satisfied with your purchase, you can return it for a refund or exchange within 30 days of your order date. Please note that the purchaser will bear the cost of return shipping.
All returned and exchanged items must be in brand-new “sellable” condition. This means it should be completely unused and devoid of any stains, scuffs or scratches on the hardware, with the hardware still wrapped in plastic and messenger strap included. When packing the return, the bag must not be crushed or folded into a smaller bag or box, which will ruin the bag, resulting in a rejected return.
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.
***Due to Covid-19, our return and exchange processing time has increased as we have made updates to our returns process for the sake of protecting the health and safety of our employees.*** Once a shipment arrives at our facility, please allow up to 15 business days for processing after your return arrives at our facility. Refunds, minus restocking fee (if applicable), will be returned to the original payment method. It can take up to 10 business days from when your refund is processed for your account to reflect a returned payment.
Returning or Exchanging a Defective Item
If you believe an item you have received is defective or damaged, before initiating a return, please send a photo of the item and a brief explanation of the defect or damage to firstname.lastname@example.org. We will reply to you with any further questions and instructions for next steps.
Do not return a damaged or defective item without first emailing email@example.com or it will be subject to our standard return requirements and fees.
Please note: Since every product will be inspected by our Quality Control team, we believe there won't be any quality problems in principle. It is not eligible for replacement or refund, if the damage is caused by inappropriate operation during shipment, such as pulling, dragging, ripping, falling down.
Making a Return or Exchange
We use an automated system for returns and exchanges and are unable to override the 30-day policy. If you cannot generate a return label for your order, that means it is past 30 days, and you will not be able to return or exchange your order.
To begin a return, click the button below.
Please note: (memory foam) diaper changing pads, and USB bottle warmer are final sale for sanitation reasons.
Please note: if you are returning a diaper bag within other free accessories (like free USB charing port, free stroller traps, free diaper changing mat, free bottle warmer, etc.) for a refund, ALL items included in the order must be returned to receive a full refund. Otherwise, the retail value for the order items will be deducted from your refund amount.
***Due to Covid-19, our return and exchange processing time has increased as we have made updates to our returns process for the sake of protecting the health and safety of our employees. Please allow up to 15 business days for processing after your return arrives at our facility. We thank you for your understanding.***
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 firstname.lastname@example.org with your gift giver's name and order number and we will get back to you.
All international orders are FINAL SALE and cannot be returned or exchanged.