Customer Care

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What payment types do you accept?

ATM Machines AmericanExpress

  • Visa, MasterCard, Discover, American Express and payment with a PayPal account.

How do I know payment is secure?

You can shop at Nell's Natural Baby online with confidence. We have partnered with First Data, a leading payment gateway, to offer safe and secure credit card transactions for our customers.

First Data manages the complex routing of sensitive customer information through the credit card processing networks. First Data adheres to strict industry standards for payment processing, employs appropriate measures, including advanced technology, to protect personal information collected online against unauthorized access, disclosure, alteration, or destruction. These measures may include, among others, encryption, physical access security, and other appropriate technologies.  For additional information regarding the privacy of your sensitive cardholder data, please read the First Data Privacy Statement.  Nell’s allows customers to pay using PayPal.  For more details about PayPal’s Privacy Policy, click here.

When checking out, our web address will change to https: that is another way to check for security.

What are your shipping policies?

All US orders over $39.00 ship free! 
(48 continental states)

Shipping is calculated based on the weight of your items and the shipping service that you select at checkout. Only economy shipping (USPS First Class) for continental US orders is free when over $39.00.  We do not ship outside the continental US.  Our detergents do not qualify for free shipping due to the weight of the detergent packages. If you would like to upgrade your shipping or have your package insured by USPS, UPS or FedEx, that is optional and at your expense. 

Packages are usually shipped with 24-48 hours of payment processing. Some exceptions will apply. You will receive tracking information after your order has shipped.
You can log-in to your account at any time to check the status of your orders and review past orders.

Please understand that USPS confirmation numbers are not tracking numbers. These are delivery confirmation numbers. Although you may not see any updates on your package status through the tracking number, that does not mean that it has not made progress. We apologize for this, but USPS does not always scan and update packages on a consistent basis.

Shipment Status
You will receive tracking information via email when your order has shipped. Our goal is to be prompt and precise to make you happy!  To quickly serve you, we may choose to ship your order in separate shipments. You can log-in to your account at any time to check the status of your orders and review past orders. 

We will choose USPS First Class shipping for orders that qualify for free shipping. Your package will arrive by USPS, UPS or FedEx. 

Tracking Your Order
We provide tracking numbers for every package that is shipped.

FedEx and UPS shipments come with complete tracking information. Your package can be tracked at every destination in route until delivery. 

USPS tracking information is only a verification of shipment and delivery. It is not always possible to see the progress of your package in route. Please rest assured that your package is on the way when it is posted as being shipped.  Once a package has been shipped, we are no longer responsible for any damages, or lost packages.

Shipping Insurance
Once your package has been received and shipped by a carrier, we are no longer responsible for the contents. We always retain proof of shipment and receipt by the USPS and FedEx. If you wish to add insurance to your order, please select the total value of your order that you would like to insure and add the insurance (click here) to your cart. This insurance only applies to orders within the US. Once a package has been shipped, we are no longer responsible for any damages, or lost packages. If you would like your package insured, please add insurance to your order. 

What are your return policies?

We want you to be really happy with all of your purchases. Unused, unwashed items may be returned within 30 days of the purchase date. All returns will be charged a 5% restocking fee, unless otherwise stated on the product page. We understand that some items, whether given as gifts or bought before baby arrived, may be beyond the returnable time frame. Contact us with any return issues and we are happy to work with you. 

What is the Rewards Program?

NNB has a great customer rewards program that lets you earn points from each purchase to be used for gift certificates on our site. Then you can get whatever you want! Every dollar spent is worth 1 point. 300 points can be redeemed for a $15.00 gift certificate. To redeem points and check your balance, log in to your account. There are other ways to earn points. Every approved review for a product purchase at NNB receives 5 points. 

What is your privacy policy?

We respect your privacy and don't like junk mail as much as you. We will not use your account information for any other use except for processing your orders. Your credit card information will be requested only on the SSL server. You will be signed up for our newsletter on your request and may discontinue your subscription at any time. Newsletter sign-ups receive a coupon to use on their order. Enjoy!