Customer Service

Thank you for choosing InchBug.com - InchBug™, we work hard to provide our customers with the best possible customer service. See the FAQ's below for answers to commonly asked questions. If you don't find an answer here, please let us know!

FAQ’s

Ordering Online

Site Security - Is your web site secure?

Shopping with your credit card with InchBug™ is guaranteed to be safe and secure.

We take extensive steps to process thousands of Internet transactions securely and safely. Our secure server software (SSL) is the industry standard for securing credit card transactions over the Internet.

This software encrypts all your personal information into an unrecognizable code that is securely transmitted from you to us. When this encrypted information reaches our secure server, we translate it back to its original form and store it safely offline and inaccessible through the Internet.

To check the security of your connection, look at the URL line of your browser. When accessing a secure server, the first characters of the site address will change from "http" to "https."

To continue our commitment to your security, every credit card processed is run through an address verification process to verify that the card is registered to the billing address on the order.

We are dedicated to providing you with a secure, worry-free shopping experience.

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Can I place my order over the phone?

Absolutely! We understand it's sometimes easier to talk to a "real person " when placing an order. Call us anytime Monday thru Thursday between 8:30 am and 4:30 pm and Fridays between 8:30 am and 1:00 pm Central time. Our toll-free number is: 1-877-INCHBUG (462-4284).

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What are my payment options?

We accept Visa, Mastercard, American Express, or Discover as forms of payment.   We are unable to accept credit cards on our site with International billing addresses as we are unable to verify the billing address.[top]

How can I check the status of my order?

When you place an order with us, you will receive an order confirmation email.  Once your order ships you will receive another email with tracking or delivery confirmation information (if available).

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Confirmation of orders

After placing an order you will get a confirmation email within 10 minutes. If you place an order with us and don't get an confirmation email check your "junk/spam" mail folder - it will probably be in there; otherwise, please send us an email and we'll provide you with a confirmation. 

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Will I be taxed?

We are required by law to charge sales tax on orders shipped to Texas addresses, which is calculated and itemized during the online ordering process. No sales tax will be applied to orders shipped to addresses in other states.

What is your cancellation policy?

Important** - If you need to cancel an order please follow the instructions below:

Send a email, with your name and the order number and the item you are requesting a cancellation for to customerservice@inchbug.com.  If you do not have email, you can also call us toll free 1-877-INCHBUG (462-4284).

You will then be issued a cancellation request number. If the item ordered is shipped from the designer or manufacturer we will then forward the cancellation request to the appropriate designer or manufacturer. All cancellation requests REQUIRE the manufacturer's explicit confirmation before they are definitively cancelled. Simply requesting cancellation does not mean the order has already been cancelled. Once the cancellation has actually taken place you will then be provided with a confirmation via email. If you do not have email, arrangements will be made to provide you with a copy of the confirmation.

Please note that when you request a cancellation and the item is already in the manufacturer's shipping dept., or has been shipped then we WILL NOT reimburse you for the shipping charges. If the item is in transit you may refuse shipment and it will go back to the manufacturer, and you will save yourself the cost of shipping the item back to our warehouse. Some of the manufacturers do charge a re-stocking fee, which will be also deducted from your credit if you decide to refuse shipment and have the item go back to the manufacturer. The restocking fee will vary depending on the manufacturer.

Our free shipping offer is valid only if you keep what was ordered and is not applicable to any returns or orders that you refuse shipment on.

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Shipping

Shipping Charges

Order Amount                Shipping Charge
$00.01-$14.99                     $4.95
 
$15.00-$29.99                     $5.95

$30.00-$54.99                     $6.95

$55.00-$74.99                     $7.95

$75.00-$99.99                     $8.95

$99.00 and up                      FREE

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Where do you ship?  Do  you ship outside the US?

We ship to all 50 states in the United States..  We are sorry, but we are unable to offer free shipping to Alaska, Hawaii & Puerto Rico addresses.   If you live outside the United States (ie. Canada) but you have a stateside address, we can certainly arrange to ship your order there.  If you live outside the US, please contact us at customerservice@inchbug.com.    Send us an email with your complete mailing address including zip/postal code and the products you are interested in purchasing and we will be happy to give you a quote.

We are unable to accept credit cards on our site with International billing addresses as we are unable to verify the billing address.  [top]

Delivery times

Note:  If custom BumpyName Orbit Labels are included in your order, please allow up to 7-10 extra days for processing. Non-personalized products usually will ship within 2-3 business days and may arrive separate from custom labels.  The personalization requires additional time for processing.

We are not responsible for shipping delays that are a result of credit card/billing problems, product availability delays, or order changes made after the order has been placed. If your order is received, the inventory is in stock and your credit card information matches the information you supplied with your order, here is what you can expect:

InchBug, LLC will ship your package via either USPS First-Class Mail, USPS Priority Mail, or UPS Ground, depending on the size, weight and combination of products ordered.  If you placed an order for an item that ships directly from the designer or manufacturer, it will be delivered via FedEx Ground, UPS or DHL. We strive to ship your package as soon as possible. Depending on the products ordered, your order may arrive in a single package or multiple packages shipped separately, at no extra cost to you.  For example, if a stroller and custom BumpyName Orbit Labels are ordered together, the stroller will ship immediately from our facility via UPS and the labels will ship separately via USPS; the customization process requires added processing time.

UPS Domestic:

Ground - If your order is placed M-F, before 5 P.M. CST, your order will usually leave our facility by the next business day.  To judge how long it will take UPS to get your package from our facility to your doorstep, you can visit UPS.com. We ship from the following zip code: 77581.  Note:  If custom BumpyName Orbit Labels are included in your order, please allow up to 5 extra days for processing.


IMPORTANT EXCEPTIONS: UPS does not pick up or deliver orders on Saturday, Sunday, or major holidays. The days that UPS is not picking up or delivering are NOT considered shipping days. When counting up your shipping days, consider this important information.

*We are not responsible for UPS' performance. Once a package leaves our facility, it is in the hands of  UPS and their delivery service. 

USPS:

We will utilize First Class Mail or Priority Mail- Depending on the weight, size and combination of products ordered.  We utilize USPS' Delivery Confirmation service - this is not the same as tracking.  Delivery Confirmation confirms whether the package was indeed delivered.  The USPS does not provide tracking information on First Class Mail and Priority Mail service.  Note:  If custom BumpyName Orbit Labels are included in your order, please allow up to 5 extra days for processing.

*We are not responsible for USPS' performance. Once a package leaves our facility, it is in the hands of the USPS and their delivery service. 

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Method of delivery

Items shipped directly from InchBug's facility, will be shipped via USPS or UPS, depending on the size and weight of the product.  If you placed an order for an item that ships directly from the designer or manufacturer, it will be delivered via FedEx Ground, UPS or DHL.  If you purchased more than one product, they may ship separately, at no extra cost to our customers, depending on size, weight and other considerations.   See Delivery Times for more information.

Incorrect Shipping Address Provided

Packages that are returned or shipped with an incorrect address provided by the customer will be subject to an additional $5.00 shipping charges. This is the cost we incur from UPS and Fedex when a shipping address is entered incorrectly. Orders that shipped to the incorrect address and delivery is subsequently refused are also subject to actual shipping charges. Once we receive the package back in our warehouse, we will issue a credit to the original credit card for the purchase price less the actual shipping cost. This shipping charge will apply even if you were not originally charged shipping under a free shipping promotion. Requests for packages to be shipped again will be subject to actual shipping charges. The purpose of this is to defray unnecessary shipping costs and to allow us to offer the lowest prices possible.

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Returns & Exchanges

What is your return policy?

InchBug designed BumpyName Orbit Labels to be durable and to withstand the dishwasher and microwave. However, if your labels break or tear during the first 90 days, please contact us regarding replacement. BumpyName Orbit Labels are not eligible for replacement for any reason 90 days after purchase. All returns must first obtain a Return Authorization number (RA #). You can obtain an RA # by contacting us during our normal office hours by calling toll free 1-877-INCHBUG (462-4284).   You must contact InchBug and receive an RA # prior to returning the merchandise.  Failing to do this can result in the refusal of your return.

 Our return guidelines are as follows:

• Products must be returned to us in their unused and original condition and in their original packaging with all documentation, packing and warranty information included. Returned items not meeting these criteria are subject to a 25% restocking fee. You will be responsible for shipping costs (each way) on unwanted items. Certain products such as eating utensils, bottle feeding items / accessories, breast pumps, nipples, cups cannot be resold for hygienic reasons and are therefore non-refundable. Items that are returned with missing pieces and/or parts will not be refunded and will be shipped back to the customer at customer's expense.
• We are not responsible for shipping charges on the returned item. This is the responsibility of the customer.
• All custom BumpyName Orbit Label purchases are final and are not returnable, unless there was an error made during the personalization process such as misspelling or other errors/oversights by InchBug.  Due to the personalization, the labels are not able to be resold and are therefore non-refundable except as described above.  Please ensure that you correctly and accurately type in the personalization desired, as your input will be utilized as it is input to manufacture your custom labels.
• When your item is returned you will be credited the original purchase amount minus our original shipping charges to you. If your item ships directly from the manufacturer and you cancel after it ships, we will credit your card minus the shipping charges incurred from the manufacturer. Your credit will be issued within 2 to 4 weeks of the day your package is received at our facility.
• If you are returning a gift we only allow store credit.
  

Please contact us with questions or comments.  Send us an email at customerservice@inchbug.com.
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Exchanges

If you would like to exchange an item within 30 days for different merchandise, simply follow the same steps as outlined in our return policy.  You will need to place a new order on the site for what you would like instead. Once the original item is returned, you will either receive store credit or a credit on your credit card in the amount that you originally paid (minus shipping). If the item or items are returned, the actual shipping fees we were charged from our shippers or manufacturer's shippers to originally ship your item or items will be deducted from your purchase price.

Refusal of Delivery

If a package is refused for delivery, the customer will be responsible for actual shipping charges incurred by InchBug. Once we receive the package back in our facility, we will issue a credit to the original credit card for the purchase price less the actual shipping cost of shipping the package to you. This shipping charge will apply even if you were not originally charged shipping under a free shipping promotion. The purpose of this is to defray unnecessary shipping costs and to allow us to offer the lowest prices possible. This does not apply to packages that appear to be damaged in shipping.

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