Frequently asked questions

ABOUT BURT’S BEES BABY

  1. Who is Ayablu Incorporated / Burt’s Bees Baby?
  2. What is the mission and vision of Burt’s Bees Baby?
  3. What is the difference between the Burt’s Bees Baby Bee line and Burt’s Bees Baby?
  4. Where is Burt's Bees Baby located?
  5. How do I learn about career opportunities or apply for a job with Burt’s Bees Baby?

ABOUT OUR PRODUCTS

  1. Will the Burt’s Bees Baby products adhere to the same “natural”/”green” principles as existing Burt’s Bees products?
  2. How will Burt’s Bees Baby products be different from those of the competition?
  3. What is GOTS Certification?
  4. What does the Fairtrade Mark mean?
  5. What is the relation to the existing Burt’s Bees Product?
  6. Where will Burt’s Bees Baby products be available?
  7. Will Burt’s Bees Baby be available internationally?
  8. Where will the products be manufactured?
  9. Is the fabric Burt’s Bees Baby uses organic cotton? What is the difference between organic cotton and conventional cotton?
  10. How do I wash Burt’s Bees Baby clothing?
  11. How do I find the right size?
  12. Do you have a catalog?
  13. How often are new products added to the online store?
  14. I am looking for a gift. What do you recommend?
  15. Can I have my gifts wrapped?
  16. What does your gift wrap look like?

ORDERING & SHIPPING

  1. How do I place an order?
  2. How can I check my order status?
  3. How can I create/update my Wish List?
  4. Are there Burt’s Bees Baby gift certificates and/or gift cards?
  5. How do I use my Gift Certificate/Coupon Code/Store Credit Code?
  6. Do you ship overseas?
  7. Do you charge sales tax?
  8. Is it safe to use my debit or credit card on your site?
  9. What forms of payment do you accept?
  10. What is your shipping policy?
  11. What if an item is on backorder?
  12. My shipment arrived damaged. Whom should I contact?
  13. My shipment was missing an item(s). Whom should I contact?
  14. My shipment contained an incorrect item(s). Whom should I contact?

RETURNS

  1. What is your return policy?
  2. How can I return items?
  3. How long does it take for me to get a refund?

REGISTRY

  1. How do I create a registry?
  2. How do I add gifts to my registry?
  3. Can I come back and add to my registry at a later date?
  4. How do I add gift cards to my registry?
  5. Can I have more than one registry?
  6. How long will my registry be available?
  7. How will people find my registry?
  8. Can I choose when my registry goes public?
  9. Will people have the option to ship gifts to my house?
  10. What if I didn’t get everything I wanted?

GENERAL QUESTIONS

  1. I have a comment or an idea for the website. Whom should I contact?
  2. I forgot my username/password. How do I retrieve it?
  3. My email address has changed. How do I update this information to my current account?
  4. What are there any benefits to having an account with you?
  5. What personal information do you collect and what is it used for?
  6. Any other questions we haven’t addressed?

ABOUT BURT’S BEES BABY

  1. Q:

    Who is Ayablu Incorporated / Burt’s Bees Baby?

    A:

    Burt’s Bees Baby™ is a trademark of The Burt’s Bees Products Company and is used under license by Ayablu, Inc. Burt’s Bees Baby will offer products of natural origin, whose manufacturing, packaging and distribution will adhere to the highest environmental standards. Burt’s Bees Baby offers everything families need to create a nurturing environment where they can relax, enjoy and revel in every moment with their baby. The well-being of families is fundamental to our business, inherent to our offerings of high quality products and value that goes beyond the product itself. We know that our little ones will inherit the earth, and we believe in making choices for them today that will help preserve our environment tomorrow.

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  2. Q:

    What is the mission and vision of Burt’s Bees Baby?

    A:

    The Burt’s Bees Baby mission is to be the #1 natural baby brand in the world, inspired by the tradition of integrity set forth by Burt’s Bees. The line will establish a higher standard in the children’s marketplace, with impeccable quality, outstanding customer service, innovative design and working in harmony with the environment. The culture of caring and ensuring greater good deeply rooted in the corporate tradition of Burt’s Bees will be the epicenter for all Burt’s Bees Baby products and practices. Burt’s Bees Baby will exude the character and spirit of Burt himself --whimsical, carefree and intent upon doing things in a “better way” -- in a way that is accessible to all.

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  3. Q:

    What is the difference between the Burt’s Bees Baby Bee line and Burt’s Bees Baby?

    A:

    The Baby Bee line is focused exclusively on baby personal care products whereas the Burt’s Bees Baby trademark extends into baby’s environment. Burt’s Bees Baby debuts with a collection of newborn essentials, including apparel, accessories, bath linens and gift sets, and will soon expand into multiple categories across baby, home, and lifestyle. Burt’s Bees Baby will adhere to the ethos of the Burt’s Bees brand.

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  4. Q:

    Where is Burt's Bees Baby located?

    A:

    Company headquarters is located in Fairfield, CT.

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  5. Q:

    How do I learn about career opportunities or apply for a job with Burt’s Bees Baby?

    A:

    The heritage of the Burt’s Bees brand is a storied one. We were inspired to found Ayablu, Inc. to collaborate with the team at Burt’s Bees Licensing, LLC to imagine and create the world of the Burts Bees Baby brand. Working at Ayablu isn’t just about a job – it’s about a lifestyle. We are heartened by the opportunity to create something special for babies and families everywhere – every day. For more information, please view our Careers page.

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ABOUT OUR PRODUCTS

  1. Q:

    Will the Burt’s Bees Baby products adhere to the same “natural”/”green” principles as existing Burt’s Bees products?

    A:

    The principles and values that the Burt’s Bees brand adheres to will guide the choices made by Burt’s Bees Baby, taking into account unique category dynamics. Burt’s Bees Baby develops product and sourcing standards that ensure responsible practices as well as high quality, natural products.

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  2. Q:

    What is GOTS Certification?

    A:

    Burt’s Bees Baby and most of our factories are certified organic by the Global Organic Textile Standard (GOTS). GOTS is recognized as the world’s leading processing standard for textiles made from organic fibers. The standard defines requirements to ensure the organic status of textiles, and producers must meet strict environmental, toxicity and social compliance criteria. All of our goods are manufactured using GOTS-approved, non-toxic and PVC/AZO/heavy metal/phthalate free dyes. Our organic cotton is grown without the use of any synthetic pesticides and fertilizers.

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  3. Q:

    What does the Fairtrade Mark mean?

    A:

    When a product carries the Fairtrade mark it means the producers and traders have met Fairtrade Standards. Fair trade promotes fairness and decency in the marketplace by ensuring that the people throughout the supply chain of a Fair Trade product are justly compensated. Farmers are offered prices above the world-market level, provided they produce goods in an environmentally sustainable and socially equitable manner.

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  4. Q:

    How will Burt’s Bees Baby products be different from those of the competition?

    A:

    Burt’s Bees Baby introduces an entirely new genre into the natural, organic market: a lifestyle brand for babies and moms. The line debuts with a collection of newborn essentials, including apparel, accessories, bath linens and gift sets, and will soon expand into multiple categories across baby, home, and lifestyle.

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  5. Q:

    What is the relation to the existing Burt’s Bees Product?

    A:

    Burt’s Bees Baby will complement the existing Burt’s Bees Baby Bee skincare range. Burt’s Bees Baby will leverage the Burt’s Bees natural equity and extending that into additional categories for children and babies. The relation between Burt’s Bees baby care products and the Burt’s Bees Baby products is completely harmonious. We share a consistent mission, vision and most importantly, respect for the end user, complimentary to round out a lifestyle choice for the family beyond personal care products.

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  6. Q:

    Where will Burt’s Bees Baby products be available?

    A:

    Burt’s Bees Baby products are available through our website (www.burtsbeesbaby.com) and through select wholesale partners. Please refer to store locator for more details on wholesale.

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  7. Q:

    Will Burt’s Bees Baby be available internationally?

    A:

    At this time, we are offering Burt’s Bees Baby products in the United States and Canada only. As we grow, we will explore the opportunities that make sense.

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  8. Q:

    Where will the products be manufactured?

    A:

    Products are manufactured predominantly outside the United States. Because of the expertise needed to meet our quality standards, we will manufacture in the best location for the products’ needs while keeping responsible manufacturing practices top of mind.

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  9. Q:

    Is the fabric Burt’s Bees Baby uses organic cotton? What is the difference between organic cotton and conventional cotton?

    A:

    Yes, all of our products are produced from 100% organic cotton. Organic cotton is grown without the use of any synthetic agricultural chemicals such as fertilizers or pesticides. Whereas high levels of agrochemicals are used in the production of non-organic, conventional cotton. By using solely organic cotton Burt’s Bees Baby will establish a higher standard in the children’s marketplace, with impeccable quality, outstanding customer service, innovative design and working in harmony with the environment.

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  10. Q:

    How do I wash Burt’s Bees Baby clothing?

    A:

    All merchandise has care label instructions attached. Please refer to these instructions or on the specific item product page on our website. You can also visit our Product Care section of the website.

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  11. Q:

    How do I find the right size?

    A:

    To make sure you order the right size every time, please see our Size Chart for specifications that include height and weight parameters for each size.

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  12. Q:

    Do you have a catalog?

    A:

    Currently, we have a 'virtual' online catalog that will be available October 1, 2012. In order to ensure that our customers have access to the most current styles, prices, sizes, and overall selection, we find a virtual catalog is the best way to go!

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  13. Q:

    How often are new products added to the online store?

    A:

    We add products to our online store frequently, and offer new sales and promotions, as well, so check back often for new styles and great deals.

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  14. Q:

    I am looking for a gift. What do you recommend?

    A:

    Please visit our Gift section on our website for great gift sets. We have pre-built gift sets that are perfect for any occasion!

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  15. Q:

    Can I have my gifts wrapped?

    A:

    Yes, many of our items may be gift wrapped. You can add the gift wrap to your cart when selecting the product you wish to purchase; the gift wrap will be listed immediately below the product on each page it is available. Note that items that cannot be gift wrapped will not include a gift wrap option on that page. The gift message feature is available for all products at checkout.

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  16. Q:

    What does your gift wrap look like?

    A:

    Our gifts are hand-wrapped the old-fashioned way, with recycled kraft elements. It’s the perfect presentation for all occasions! Gift wrap includes one complimentary gift note card per order, available at checkout.

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ORDERING & SHIPPING

  1. Q:

    How do I place an order?

    A:

    Shopping at BurtsBeesBaby.com is easy and secure! Simply select an item you wish to purchase, and then select the Add to Basket button from either the quick view or product detail page. You can then choose to continue shopping or go directly to Checkout. Once you are finished shopping, click on the Basket at the top right corner of the page, and follow the prompts to check out. You will receive an email confirming your order that includes your order number. If you prefer to order by phone, please call us toll free at 855-540-BABY (2229) from 9am-5pm Eastern Monday- Friday (except major U.S. holidays).

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  2. Q:

    How can I check my order status?

    A:

    If you have set up an account with BurtsBeesBaby.com, you can sign in to check your order status. If you do not have an account, you may call Customer Service toll free at 855-540-BABY (2229) from 9am-5pm Eastern Monday- Friday (except holidays) with your order number. Once your order ships, you will receive a shipping notification that includes tracking information. You can track your shipment through the carrier using this information.

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  3. Q:

    How can I create/update my Wish List?

    A:

    It’s easy to create a Wish List, but first you must have a Burt’sBeesBaby.com account in order to create one. Select Add to Wish List on the product page and then continue shopping or browsing. Your Wish List will be saved to your account for quick future reference. And, you can make it easy for friends and family to know just what your children want and need for birthdays, holidays, and other special occasions by sharing your Wish List.

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  4. Q:

    Are there Burt’s Bees Baby gift certificates and/or gift cards?

    A:

    Yes! If you're looking for the perfect gift or just doing some last minute shopping, E-Gift Certificates and Traditional Gift Cards are the perfect solution for you!

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  5. Q:

    How do I use my Gift Certificate/Coupon Code/Store Credit Code?

    A:

    Once all the items have been placed in your shopping cart, you will see a section on Gift Certificates or Coupon Code with a text box. Simply enter the code in the box and click Update. Your Code will automatically be applied to your Order and the total updated accordingly!

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  6. Q:

    Do you ship overseas?

    A:

    Currently BurtsBeesBaby.com can only ship to addresses within the United States.

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  7. Q:

    Do you charge sales tax?

    A:

    Burt’s Bees Baby is required by law to collect sales tax on orders shipped any states where we have a presence. Our system will automatically calculate the appropriate Sales Tax based on our locations and the Zip Code of the Ship to Address of your order. Only the purchase of a Gift Card/Certificate is not subject to tax, however, the items purchased with said Gift Card/Certificate are appropriately taxed at time of purchase.

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  8. Q:

    Is it safe to use my debit or credit card on your site?

    A:

    Yes! We understand that the safety of your personal information is extremely important to you. We use a wide array of electronic and physical security measures and devices to protect your personal data and credit card information from unauthorized access. Please refer to our Privacy Policy for complete information.

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  9. Q:

    What forms of payment do you accept?

    A:

    We accept Visa, MasterCard, Discover, American Express, Gift Cards/Certificates and PayPal for all orders.

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  10. Q:

    What is your shipping policy?

    A:

    We believe in having the best possible online shopping experience. We offer a standard flat fee of $5.00 for shipping on orders less than $75.00 total. On orders $75.00 and greater, we offer no-hassle, free shipping! Please see our Shipping & Handling page for further details.

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  11. Q:

    What if an item is on backorder?

    A:

    We strive to maintain inventory on all product. However, if an item is on backorder you will see a backorder message in your shopping cart with the expected in stock date. Occasionally, if we have had unexpectedly high demand for an item, we may sell out before the back order message displays. If this is the case, you will be notified via email as to the status of that particular item.

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  12. Q:

    My shipment arrived damaged. Whom should I contact?

    A:

    If your order content was damaged in-transit please contact us toll free at 855-540-BABY (2229) from 9am-5pm Eastern Monday - Friday (except major U.S. holidays) to report a damaged shipment. We apologize for any inconvenience this may have caused. We want to ensure that your experience at BurtsBeesBaby.com makes your life just a little easier, and will do everything we can to remedy the situation as soon as possible.

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  13. Q:

    My shipment was missing an item(s). Whom should I contact?

    A:

    It is possible your shipment was split based on product availability, and that the missing items will be shipped when they become available. Your shipment confirmation will include a list of all products included in your shipment. To track your order, please use our Order History. Please contact us toll free at 855-540-BABY (2229) from 9am-5pm Eastern daily Monday - Friday (except major U.S. holidays) to report an incomplete shipment and we will check the status of your missing items. We apologize for any inconvenience this may have caused. We want to ensure that your experience at BurtsBeesBaby.com makes your life just a little easier, and will do everything we can to remedy the situation as soon as possible.

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  14. Q:

    My shipment contained an incorrect item(s). Whom should I contact?

    A:

    Please contact us toll free at 855-540-BABY (2229) from 9am-5pm Eastern daily Monday - Friday (except major U.S. holidays) to report an incorrect shipment and we will check the status of your correct items. We apologize for any inconvenience this may have caused. We want to ensure that your experience at BurtsBeesBaby.com makes your life just a little easier, and will do everything we can to remedy the situation as soon as possible.

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RETURNS

  1. Q:

    What is your return policy?

    A:

    If you are not 100% satisfied with your purchase from Burt’s Bees Baby, you can return your item(s) for a full refund within 30 days of purchase. Returns must be unworn, in the state you received them, and in the original packaging. All monogrammed, personalized, custom gift sets, and final sale items are final sale, and cannot be returned or exchanged. If you purchased a product as part of a gift set, the entire gift set must be returned within 30 days of the date of purchase.

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  2. Q:

    How can I return items?

    A:

    If you are not 100% satisfied with your purchase from Burt’s Bees Baby, you can return your item(s) for a full refund within 30 days of purchase. Returns must be unworn, unwashed, undamaged or defective merchandise in the state you received them. All monogrammed, personalized, custom gift sets, and final sale items are final sale and cannot be returned or exchanged. If you purchased a product as part of a gift set, the entire gift set must be returned within 30 days of the date of purchase.

    Place your merchandise in a shipping box along with the return form. Attach the pre-paid shipping label to the sealed box. Be sure to cover any old labels with the new one, or just peel them off. A black marker can also be used to cover any existing bar codes.

    You may drop off your return at any authorized FedEx shipping location, but please do not drop your return off at a drop box. To find the nearest authorized shipping location, please visit www.fedex.com. You may also contact FedEx to schedule a pickup.

    It may take up to 5 business days for your return to reach the Burt’s Bees Baby Fulfillment Centers. Once we receive and inspect your shipment, we’ll issue a credit in your original form of payment, less your original shipping and handling cost.

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  3. Q:

    How long does it take for me to get a refund?

    A:

    It may take up to 5 business days for your return to reach the Burt’s Bees Baby Fulfillment Centers. Once we receive and inspect your shipment, we’ll issue a credit in your original form of payment, less your original shipping and handling cost. By using the prepaid return label, $7.00 will be deducted from your refund.

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REGISTRY

  1. Q:

    How do I create a registry?

    A:

    Creating a registry is easy! First you must create an account, if you do not have one already. To create a registry, simply select Registry then Create and then follow the steps in creating a registry.

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  2. Q:

    How do I add gifts to my registry?

    A:

    Once you’ve setup your registry, simply start shopping and when you find an item you’d like to registry for, choose the “Add to Registry” link on the product page. The product will be automatically added to your registry.

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  3. Q:

    Can I come back and add to my registry at a later date?

    A:

    Yes, you can return to your registry and add more products at any time. You can manage your registry 24/7 by selecting Registry and then Manage. You can modify account settings, add or remove products, change quantities and more.

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  4. Q:

    How do I add gift cards to my registry?

    A:

    Gifts Cards can be added to your registry the same as any other item. Simply go to the Gift Cards page and select “Add to Registry”.

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  5. Q:

    Can I have more than one registry?

    A:

    Absolutely! There are many reasons to have multiple registries, including baby showers, birthdays and holidays. You can create as many registries as you’d like provided they each have a distinct name. As you browse products to add to your registry, you will be prompted to select the registry to add the item too, if you have multiple registries.

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  6. Q:

    How long will my registry be available?

    A:

    Registries will be available online for one year after the Event date has passed.

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  7. Q:

    How will people find my registry?

    A:

    Your family and friends can shop your registry by visiting BurtsBeesBaby.com and selecting Registry and then Find. A first and last name is required to search for a registry.

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  8. Q:

    Can I choose when my registry goes public?

    A:

    Yes, you can create and manage your registry in a private status until you are ready to make it public and viewable to gift-givers.

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  9. Q:

    Will people have the option to ship gifts to my house?

    A:

    Yes! For your privacy though, we will never display your actual mailing address to the gift-giver.

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  10. Q:

    What if I didn’t get everything I wanted?

    A:

    We want to make sure you get everything on your list, which is why we offer a special, one-time-only discount of 10% off anything left on your registry. Your registry is eligible for the discount for 60 days after your event date has passed. Once your event date has passed, please contact Customer Service at info@burtsbeesbaby.com for a registry completion code.

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GENERAL QUESTIONS

  1. Q:

    I have a comment or an idea for the website. Whom should I contact?

    A:

    We do everything we can to ensure that your experience at Burt’sBeesBaby.com makes your life just a little easier, and we welcome your comments, feedback, and ideas. Please contact Customer Service at 855-540-BABY (2229) toll free from 9am-5pm Eastern daily Monday -Friday (except major U.S. holidays) or email us at customerservice@burtsbeesbaby.com.

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  2. Q:

    I forgot my username/password. How do I retrieve it?

    A:

    You can have your username and temporary password sent to the email address on file by selecting the Forgot Username or Forgot Password link at the top of our website pages, by the log-in module.

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  3. Q:

    My email address has changed. How do I update this information to my current account?

    A:

    You are welcome to update your e-mail address at any time. Simply log in using your original email address and password. Once logged in, you can edit your email information by clicking on “My Account” and changing your email address appropriately.

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  4. Q:

    What are there any benefits to having an account with you?

    A:

    With your BurtsBeesBaby.com account, you will have access to the following information:

    Your Account Information

    Your Order History

    Return Processing

    Your Wish List

    Your Email Subscriptions

    Your Gift Certificates

    Exclusive Promotions and Coupons

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  5. Q:

    What personal information do you collect and what is it used for?

    A:

    When you register for a BurtsBeesBaby.com account we collect your name, mailing address, phone number, and email address. If you create a Registry on BurtsBeesBaby.com we also will collect and store any of the optional information you provide. This information is used to respond to your requests, contact you about your orders if necessary, and, if you wish, send you emails about sales, promotions, and other special events. When you check out as a Guest we only store the information you provide in connection with your order in order to process your purchase. Please view our Privacy Policy for complete information.

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  6. Q:

    Any other questions we haven’t addressed?

    A:

    Please call us at 855-540-BABY (2229) toll free from 9am-5pm Eastern daily Monday- Friday (except major U.S. holidays). We look forward to hearing from you!

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