Frequently Asked Questions

You will receive a shipping notification with a tracking number as soon as your order has shipped. If you have an account on our website, you may log in to view your order status. 

Due to our best efforts to maintain a responsible working environment for our employees through the  COVID-19 pandemic, please allow 3-5 additional days for processing beyond these posted times. 

We have ready-to-ship products (muslin swaddles, waffle blankets, etc) and made-to-order products, and processing times vary by product. If you order multiple items, we will ship everything together when all items are finished. If you need to ship items individually, please submit separate orders.

Regular processing times are:

Solid color muslin, waffle blankets, and other ready-to-ship products - 1 to 5 business days

Milestone and plush minky blankets - 5 to 7 business days

Personalized hats and bows - 5 to 7 business days

Minky lovey blankets and oversized minky blankets - 10 to 15 business days

Personalized knit blankets and sets - 10 to 15 business days

Crib sheets and changing pad covers - 10 to 15 business days

We ship via USPS for most orders, but we may use UPS and FedEx at our discretion. Most packages shipped via USPS arrive within 2-6 business days. 

Customers can purchase expedited shipping options at checkout.

Rush processing is not currently available. 

We do not have a rush processing option at this time, and we cannot guarantee and order will arrive by a certain date.

All shipments will be sent without a signature requirement unless specifically requested. If you would like to have a signature required for delivery, please leave us a note in the comment section at checkout or send us a message before you order ships.

We will do our best to update the shipping address on a pending order, but we may need to cancel and re-process the order to do so (this applies to Etsy orders). If the order has already been shipped, we will not be able to retrieve the package and we do not accept responsibility for packages shipped to outdated or incorrect addresses. Please contact us right away if your order has an incorrect shipping address.

Personalized products and made-to-order items are considered final sale and are not eligible for a return or exchange. However, we are happy to assist you with a replacement if there is a problem with your personalized order. If there is a problem with your order please email help@sugarhouseshop.com and include your name, order number, a description of the problem, and a picture if applicable and we will get back to you right away.

We accept returns and exchanges on muslin swaddle blankets, waffle blankets, and other ready-to-ship items within 14 days of order delivery. Return shipping is the responsibility of the customer, and original shipping charges will not be refunded. If the original order was processed with free shipping, the actual shipping charges we incurred will be deducted from the refund. To begin a return or exchange, please email returns@sugarhouseshop.com.

We do not claim responsibility for delays with USPS, UPS, or FedEx unless an expedited, insured shipping method is purchased. If a package is stuck in transit and the delivery is delayed beyond the expected delivery deadline, we are unable to expedite the process since it is an issue with the carrier and not our shop. Based on our experience shipping thousands of orders, delayed packages are rare but almost always arrive shortly after the expected delivery. 

We do not offer refunds on personalized products if there is fault with the shipping carrier and the delivery is delayed. However, we will refund all rush processing and express shipping fees if a guaranteed shipping method was purchased and the order is not delivered on time.

Check all possible places the package could be - porch, mailbox, side door, neighbor's house, other members of your household, etc. If not found, contact the shipping carrier right away. For USPS deliveries, find the phone number for your local post office and call the local branch directly. 

Occasionally a shipping carrier will accidentally mark a package as "delivered" while it is still in their possession. In this case, the package will usually arrive the next business day.

We do not accept responsibility for packages after the shipping carrier has confirmed delivery. If the package has been marked as "delivered" but cannot be located, the customer must contact the shipping carrier directly to resolve. Contact the carrier immediate for best results.

For extra protection from a lost package scenario (very rare in our experience), customers can elect to request a signature for delivery or purchase an insured shipping method like Priority Mail or UPS Ground. If an insured shipment has a lost package, we will file a claim with the shipping carrier and replace the shipment if the claim is validated. Please email help@sugarhouseshop.com if you have a lost package. 

We aim to make and ship products quickly, and therefore we do not send design proofs before processing orders. All of our font and colors options can be previewed in advance on our website using our font preview tool (link at bottom of page). Please use the font preview tool to select your options before placing your order.

We currently offer designs as-is and we are not able to accommodate custom design or re-color requests. For example, if you would like to make our pink peony blooms design more purple, we would not be able to accommodate that color change at this time. All of our designs are available as-is with custom font and text color only.

We are not currently accepting individual orders with custom printed designs. If you have a wholesale request for large quantities of a custom design, please email wholesale@sugarhouseshop.com.

To maintain fast turnaround and shipping, we do not include gift messages with orders. If your order is being shipped to someone as a gift, we recommend emailing or calling them to let them know something special is on the way from the Sugar House baby shop. 

Because many of our orders are gifts, by default we do not print packing slips or receipts that contain pricing or payment information. Customers will not see price details when they receive their order.

We do not offer gift wrapping for orders. We use attractive, minimal packaging that creates little waste.

Care instructions are available here.

Product safety is extremely important to us. We meet or exceed all safety standards for children's product manufacturing and textile production. All of our products are made with baby-safe inks, fabrics, and materials. Product safety certificates are available by emailing help@sugarhouseshop.com.