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Please use this form if you have a question about an order that you have already placed with By Baby. We receive all inquiries immediately, and will respond within 24 hours Monday - Friday PST. We are closed on weekends and holidays. Please check our Order In Progress FAQ's listed below for a quick answer to your question. Thank You!
Order In Progress FAQ's:
1. Once I’ve placed an order, can I change any of the customized details on my keepsake?
Although it slows things down when you make changes to your keepsake, the following changes can be made:
Change must be within 2 weeks of your order date –
Shape of your keepsake
Any text (name, age, etc.) on your keepsake
Any icons on your keepsake
Change must be within 4 weeks of your order date –
Changing dots or stripes
Changing your ribbon choice
To make a change, please submit the Order Inquiry Form above and note the changes in the comments/questions section.
2. Where is my order? How long does it take? I haven’t heard from you in weeks!
All of our items are hand made from start to finish and take several weeks to go through all of the phases of production. For any products that don’t include hand or footprints, our estimated turnaround time is approximately 6 weeks. For any handprint/footprint products, our estimated turnaround time is approximately 8-10 weeks from the date we receive your impressions in our studio. (*Please note that the 8-10 weeks starts when we receive your impressions, not when you place your order)!
If you haven’t heard from us and it’s been a few weeks, please don’t worry! We are in the process of making your keepsake(s). If your order is running longer than the estimated time, we will be happy to look into it for you.
3. I’d like to add onto my order. Can you make additional products for me? Do I need to re-take my child’s impressions?
Because we keep all of our customer impressions on file at our studio, you can add onto your order at any time! We DO NOT need to re-take your child’s impressions for any additional products since we can make a limitless number of keepsakes from one original impression! Just send an email to us at firstname.lastname@example.org and let us know the following –
- What you’d like to add on
- Upgrades (Dots/Stripes/Icons, etc.)
We will reply to you with the new charge amount for approval to charge your credit card.
4. I would like my order rushed. Is that possible?
Unfortunately, we cannot rush orders due to the time intensive and sensitive nature of ceramics. This attention to detail is why By Baby keepsakes are the most beautiful, one-of-a-kind keepsakes available.
5. Once my keepsake is ready, how will I be notified?
As soon as your keepsake is ready, By Baby will send you an email. Please add us to your address book so your email recognizes our address and doesn’t send us to your “junk” box. The email to add is email@example.com .
6. Once my keepsake is ready, what are the shipping options?
We will usually ship the keepsake order to you via USPS. If your order includes a garden stone or multiple products, we may ship via FedEx. Please do not worry about your keepsake breaking during shipment. We have shipped thousands of these keepsakes over the years and we pack them very, very carefully!
7. Do you ship internationally?
Yes! We are happy to ship anywhere in the world! Canada and other countries will have additional shipping charges associated with their orders.
8. Do you accept exchanges or returns?
Please see our Customer Service Page for our return/exchange policy.