Refund Policy
Returns Overview
We want you to love the products you buy from Jubilee Mama, LLC and be completely satisfied with your purchase! If you are not completely satisfied with your purchase within the first 30 days from the date of purchase, we can provide you a full refund or exchange minus shipping costs (please see return eligibility below). If 30 days have gone by since your purchase, unfortunately we cannot offer you a refund or exchange.
To be eligible for a return, your item must be unused (in new condition) and in the same condition that you received it with the original packaging intact with all warranty cards, manuals and any original paperwork included. You must also have a receipt or proof of purchase for the item to be returned. Any items not returned in new condition will be assessed a restocking fee (amount to be determined based on the product brand being returned). See Restocking Fee and Brand Specific Returns information below for more details.
All returns must have a Return Authorization (RA) number which, if eligible, we can provide via email, once we have all the required information. Please Do Not return any items without prior authorization and instructions on where to return the item. Do not send your purchase back to the manufacturer without prior authorization. Always contact us first to return an item (see below for details).
If you wish to return an item, please email us at returns@jubileemama.com and we will provide detailed instructions for your return. You will be responsible for paying your own shipping costs when returning your item.
Return shipping costs are at the customer's expense. Shipping fees will not be refunded. For your protection, you may wish to insure your package when you mail or ship it back to the warehouse. Also consider using a trackable shipping service for your item. Jubilee Mama, LLC does not guarantee that we will receive your returned item and we are not responsible for the loss of or damage to any returned merchandise. Items returned that were offered with free shipping will have the actual shipping charges deducted from the amount. Shipping charges are non refundable.
If you are unsure about your product or have any questions, please do not hesitate to contact us at returns@jubileemama.com or our toll free number 1-800-826-4857 before opening your package.
Please Note: Only regular priced and sale items may be refunded. Any custom and/or made to order items along with discontinued or final sale items are ineligible for refund or exchange.
IMPORTANT: Please inspect the packaging of your item(s) when it arrives If you notice any damage, even if only slight, you should make note of it when signing for delivery (if applicable), or let us know as soon as you collect your package and inspect the product(s) received. In the unlikely even that you receive a product that is damaged, defective or missing parts, please notify us within 24 hours of receiving your order and send photos to returns@jubileemama.com and we will process an insurance claim on your behalf and provide you with detailed instructions about next steps. If the items were damaged during shipping, we are required to contact the shipper and they may have to inspect your package. Please make sure all of your questions are answered before ordering your product as the high costs of shipping often make returns prohibitively expensive. Our customer service team is more than happy to answer any questions regarding your product. Please see our replacement policy for more details.
Most of our products are offered with free shipping, meaning shipping has been included in the price to provide you with the total cost of the order. If you return your purchase you will be responsible for the cost of shipping it back to the warehouse. In the case of a return, you will be refunded the purchase price less our actual outbound shipping cost and a restocking fee when your return has been processed at our warehouse. Return processing time generally takes a few weeks.
Replacement Policy:
In the unlikely event that you receive a product that is incorrect, missing parts, or damaged we will send you replacements free of charge. Please call the toll-free phone number on your order receipt and our customer service team will arrange this for you. For Kolcraft brand products [Kolcraft, Contours, Sealy, Sterns and Foster, Tempur-pedic], please contact their customer service department at 1-800-453-7673 for missing parts.
Replacements generally leave the warehouse within two weeks of being ordered. Even if the package appears only slightly damaged, write "Package Damaged" when you sign for delivery. This is VERY important.
If the package looks significantly damaged, you may refuse delivery of the package. The damaged package will be returned to us and we will send you a new one. If you refuse delivery, please notify us so that we can expect the return shipment.
If you have already accepted the package and find that parts are missing or damaged, please contact us right away and we will ship you the replacement parts free of charge. Speed matters since most carriers only let us file freight claims within 48 hours of delivery. If we cannot replace the parts, we will have the carrier pick up the package and we will send you a replacement. All returned products should be in the original packaging.
Refunds (if applicable):
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of time as mentioned above.
Late or missing refunds (if applicable):
If you have not received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you have done all of this and you still have not received your refund yet, please contact us at returns@jubileemama.com.
Discontinued Items (if applicable):
Only regular priced and sale items may be refunded. Discontinued or Final Sale items along with custom and made to order items are ineligible for refund or exchange.
Cancellations:
All cancellations are considered as customer remorse. Any order that is canceled after 24 hours is subject to a 10% administration fee, whether or not your order has shipped. For customer remorse of Kolcraft branded items [Kolcraft, Contours, Sealy, Sterns and Foster, Tempur-pedic], where there is no defect or shipping error, please forward your cancellation request to Jubilee Mama, LLC at returns@jubileemama.com. Please review the Returns Overview above for details on returning your item. Do not return any items without prior authorization and instructions on where to send your return. If the order has left the warehouse, you (the buyer) will also be responsible for the return shipping fees as well as restocking fees.
Restocking Fees:
A restocking fee of 4% will be applied for all returns through the Jubilee Mama, LLC store regardless of the manufacturer's restocking fee. Please be advised that each manufacturer has their own set restocking fee. For Kolcraft branded items [Kolcraft, Contours, Sealy, Sterns and Foster, Tempur-pedic] a 20% restocking fee may be deducted from the credit they issue for items returned to a Kolcraft plant. Keenz brand restocking fees per item are as follows: Keenz 7S Stroller Wagon: $50.00, Keenz Class Stroller Wagon: $60.00, Keenz Accessories: $10.00.
Brand Specific Returns:
For Kolcraft brand items [Kolcraft, Contours, Sealy, Sterns and Foster, Tempur-pedic]: if you, the buyer, return an item to a Kolcraft plant, a 20% restocking fee may be deducted from the credit they issue. There is a 30-day return policy on Kolcraft branded items [Kolcraft, Contours, Sealy, Sterns and Foster, Tempur-pedic]. You, the customer, are responsible for any freight charges on customer remorse returns. All returns must have a Return Authorization (RA) number which, if eligible, we can provide via email, once we have all the required information. The RA email you receive will have all the proper return instructions. Please forward your request to returns@jubileemama.com. Credit will be issued when appropriate, upon receipt and inspection of returned product. Partial refunds will only be issued to the original credit card that you used when placing your order.
For Graco brand items: Please be advised that Graco has a No Returns Policy for all of their products. All Graco sales are final. Customers should contact Graco at 1-800-345-4109 for any damages and missing parts as they handle these directly.
For Keenz brand items: Customers may return Keenz products within 30 days of purchase for any reason if the item is in new condition with all of the original packaging and materials. Returns will be credited for the product only and are subject to a restocking fee.
Keenz Restocking Fee per item:
Keenz 7S Stroller Wagon: $50.00
Keenz Class Stroller Wagon: $60.00
Keenz Accessories: $10.00
**If your wagon has shipped and you refuse to accept the package or request to return to sender, you will still be charged the restocking fee upon delivery back to our facility.
PLEASE NOTE: Final sale and custom-made Keenz products are not eligible for return. Items purchased from Jubilee Mama, LLC must be returned according to the Jubilee Mama, LLC policies and procedures.
Important Notice: If you wish to return an item, please email us at returns@jubileemama.com and we will provide detailed instructions for your return. You will be responsible for paying your own shipping costs when returning your item.
