Frequently Asked Questions
Processing and Shipping FAQs:
When will my order ship? Why hasn’t my order shipped? How long does it take for an order to ship? We process orders within 1-3 business days (M-F, excluding holidays and snow days) and shipping confirmations typically get sent in the afternoon. For more on our shipping times please refer to our shipping policy or “Contact Us.”
My tracking number isn’t working? A tracking number is generated as soon as we print your shipping label and may take 24-48 hours for it to show up in the system. Please be patient and know that it will update soon.
Do you ship to Canada? Hawaii? Alaska? International locations? Our free shipping on orders of $49 applies to standard shipping within the contiguous US and to military families with an APO or FPO. Shipping to AK and HI are shipped Priority mail and shipping charges will be applied. For shipping to Canada and other International locations please refer to our Shipping Policy.
Product and Stocking FAQs:
When will XYZ product stock? We receive regular orders from our manufacturers weekly. Some products may only stock 1-2 times a month; while more popular products may restock weekly. Please note that some products are limited edition or seasonal and may not restock regularly. We keep an updated stocking list on our Cloth Diaper Support Group on Facebook or you can “Contact Us” for a specific product inquiry.
When I am on a product page, not all color selections are showing up in the drop down menu? If a color/size/closure/option is not showing on the drop down menu that typically means that option is out of stock. Please refer to “When will XYZ product stock?” for more information about stocking updates.
What is Fluff Fairy? Once a month we release a mystery cloth diaper package. The price changes each month as well as the contents inside the package. We will reveal hints about 1-2 weeks before the release over our social media outlets. You may also enjoy our Cloth Diaper Support Group on Facebook.
Do you carry XYZ brand? To see the full list of brands that we currently stock please visit our Shop By Brand page. We try to carry as many of the popular brands as possible but know that we may not carry the product you are looking for. To make a product recommendation please; Contact Us.
Returns, Exchanges, Order Changes, and Cancellations:
Can I change/cancel my order?
Due to the volume of orders we process and our quick fulfillment system, changes and/or cancellations are not permitted once an order is submitted. If by chance we are able to cancel your order you will impose a 5% cancellation fee and can only issue store credit for cancellations. If you do need to make a return you can submit a request here. The quickest way to contact us about your order is through our Contact Us/CRM system. We will reply during regular business hours; please allow up to 24 hours for a reply.
Can I exchange an item(s)?
We do not offer exchanges (only credited returns and store credit for gifts). Our inventory is constantly changing and unfortunately we may not have a particular item/color/size in stock when a return is received. Therefore we only issue store credit so you may purchase from our available inventory and ensure you receive your new items in a quick and timely manner.
How do I process a return?
We offer returns on most products within 30 days of purchase as long as they are new, unused, unwashed, and still have all of the product tags/packaging. To view our complete return policy and to start the return process please click here.
General Cloth Diaper & Product Care Questions:
How many diapers do I need? We think a stash of 15-24 cloth diapers is great but you can have more or less depending on your specific budget and lifestyle. For more information please refer to “What do I need to get started cloth diapering?”
I’m overwhelmed with all these choices! Where do I begin? It’s ok, we completely understand! Take a few minutes to read over “What do I need to get started cloth diapering?”, Basic Types of Cloth Diapers, and Cloth Diaper Terms and Abbreviations. You may also enjoy our Cloth Diaper Support Group on Facebook.
What does XYZ mean? We know some of the terms and abbreviations can be confusing. We have a dictionary dedicated to the most frequently used terms; Cloth Diaper Terms and Abbreviations.
How do I prep my new diapers? Congratulations, you have your new diapers and are ready to use them. Since they have traveled many miles and many hands have touched them, you may want to wash them before use. Read over the directions that may be on the tag or packaging from the manufacturer first. Some manufactures do not include this information on their products, here is our general recommendations; How to Prep Cloth Diapers.
How do I wash my diapers? Please refer to the manufacturer's recommendations on their tags and packaging. For our general recommendations; How to Wash Cloth Diapers.
What detergent do I need to use? Please refer to the manufacturer's recommendations on their tags and packaging. For our general recommendations; How to Wash Cloth Diapers.
Can I bleach my diapers? Please refer to the manufacturer's recommendations on their tags and packaging. For our general recommendations; How to Wash Cloth Diapers.
My diapers are leaking! There are many reasons why your diapers may be leaking. We’ve summarized the most common reasons here; My Diapers are LEAKING!
My diapers stink! There are many reasons why your diapers may be smelly. We’ve summarized the most common reasons here; My Diapers are horribly STINKY!
Samples, Trials, Rewards, Diaper Dollars and Promotions FAQs:
Do you send product samples? As a retailer we do not have stock to send product samples but we regularly offer free gifts with the use of our promotional coupons. To see our current coupon codes; Cloth Diaper Coupons.
Do you have a trial program? Our Wee Guarantee Diaper(™) Program allows you the opportunity to try cloth diapers absolutely risk free for 30 days. Please review the diapers that are part of this program and the program details here; Wee Guarantee Diaper(™) Program.
Do you have a military discount? We are almost always running a special promotion or coupon. Combined with our Diaper Dollars Reward program and coupons we do not offer any additional discounts for military families.
Can you use a gift certificate and a coupon code? Yes, you may use a coupon code and a gift certificate on the same order.
Do you have a referral or affiliate program? Yes! You can earn 5% on each successful sale you refer to us. For more information; Become a Kelly’s Closet affiliate.
How does your Diaper Dollar program work? On all your qualifying purchases, you will earn 1 point for every dollar you spend. Almost every item in our store qualifies even if they don’t show up on the product page. Items with more than one price will not display the correct number of points earns and may show “0 points earned.” Once you’ve earned enough points you can redeem them for a gift certificate to spend at our store. For more information; Diaper Dollar Rewards Program.
How do I redeem my Diaper Dollars? Once you’ve earn enough points you can redeem them for a gift certificate to our store. To redeem your points; Diaper Dollar Rewards Program.
I’ve joined the mailing list but I haven’t received my 10% off coupon! If you’ve signed up to get on our mailing list you should be receiving a 10% off coupon very soon. There are a few things you can do to ensure that it arrives to your inbox safely. 1) Add email@example.com to your approved or safe-senders list. 2) Watch for an opt-in email from us. If you do not opt-in, the email will not be sent. 3) Check your spam filter/folder. 4) Allow up to 24 hrs for it to show up before contacting us. 5) If it still hasn’t shown up, Contact Us and we can check on it for you.
How do your coupon codes work? It’s easy really, shop for the items that you want. Once you have the items in your cart, add the coupon code to your order. The coupon code will add a line to your order telling us to add the free gift or promotion when we process your order. You do not have to add your “free gift” to your order; we will select it at random when we process your order. If you like, you can add notes in the comments of your order with your gender or closure preferences. Please read the fine print on the coupons because there are a few restrictions.
How often do you put up new coupon codes? Regularly but not on any set schedule. Once we run out of the “free gift” for that promotion we’ll change up the coupon code. Be sure you’re on our Mailing List and follow us on Social Media for updates.
What “free gift” will I be receiving? Do I get to pick the free “gift”? We have a designated box of “free gifts” for each promotion. We pick out the brand, style, colors, etc ahead of time and when filling your order we add one if you’ve used the coupon code. We try our best to pick a color/print that coordinates with other items in your order if possible. Don’t worry, we won’t send you a pink diaper if you have all blue diapers in your order. To see our current coupon code or promotion; Coupons.
I think i got the wrong “free gift,” what can I do? We have been known to mix up the “free gifts” from time to time if we were in a hurry but that is very rare. Please be sure to 1) check the coupon code you used. If we have more than one promotion you may have confused them. 2) Contact Us. We can verify what “free gift” you should have received with each promotion. If we did indeed make an error (we are human after all), then we’ll be happy to correct our error.
What is “Daily Deal?” If you have not used a coupon code on your order you may see the words “Daily Deal” in your cart. This does not have any significant meaning; it is a default setting that will display if you have not used a coupon. We’ve tried to remove it but, according to our technical support team, we cannot. So sorry for the confusion this may have caused.
Baby & Cloth Diaper Registry:
Do you have a cloth diaper registry? Yes, we sure do! To get started please visit our Baby Registry.
I don’t know my friends password to access their registry! Please ask your friend for the password or Contact Us and we can help you view their registry.
Do you have a discount for ordering from my registry after my baby shower? If you do not receive all the items off your registry we do not have a special discount code to purchase those items. You can always use our current coupon or promotion and you will earn Diaper Dollar reward points for your purchase.
Broken, Missing, Defective, and Warranty FAQs:
My diaper is broken or defective! How can I get it fixed? We hate to hear that, but it does happen. For quality control purposes the manufactures like to handle broken and defective products under their warranty claim program. To find contact information for a specific brand please visit our Warranty page. If you need additional assistance from us please; Contact Us.