Frequently Asked Questions

Purchasing

What payment options are available?

We accept Visa, Mastercard, American Express, Discover, JCB, Diners Club, Shop Pay (formerly Shopify Payments), PayPal, Afterpay, Google Pay, Apple Pay and Itzy Ritzy Gift Cards. Please note that PayPal eCheck requires time for the check to clear before we start processing your order.

I just made a purchase. When will my card be charged?

Thank you for your order! Your card will be charged when the order is placed. If it is an item being pre-ordered for shipping at a later date, your card will still be charged when the order is placed, and not when the order is shipped.

I placed an order, and now the item is on sale. What can I do?

Thank you for your order! We all love a good deal, and while we aren’t able to adjust the final price of a previous order, you are welcome to return your previous purchase, as long as it still qualifies to be returned, and then place a new order. Please see our full Return & Refund Policy found on our website. Itzy Ritzy reserves the right to extend, modify or discontinue an offer at any time without notice.

I used Afterpay when I placed my order. Whom do I contact with questions?

We partner with Afterpay to provide this payment option. You will need to contact them directly with any questions that you have concerning your approval decision or payments. Learn more about Afterpay and Itzy Ritzy, or contact Afterpay directly for questions about your payment.


Discounts

What types of discounts do you offer?

New customers who are not already on our email newsletter list can sign up and receive a unique, one-time code for 15% off their first order. Simply enter this code in the “discount code or gift card” field at checkout. Sign up here!

We also occasionally offer special discounts during the year, so please sign up for our email newsletter and text messaging lists to receive word of special promotions.

By joining Ritzy Rewards, you can earn Ritzy Diamonds for making purchases, sharing on social and more. You can then redeem these Diamonds for discounts, which we will provide to you via a discount code that you can enter at checkout. Also, each time you refer someone who makes a purchase at ItzyRitzy.com, you will earn 1500 Ritzy Diamonds, which can be added to your Diamond total and redeemed for a discount code.

You can also purchase Gift Cards on our site, which consist of codes that can be entered at checkout.

Please note that codes cannot be combined, and so you can use only one per order.

Do you offer a new customer discount?

Yes! When you sign up for our email newsletter list, you will get a unique, one-time code for 15% off your first purchase. Sign up here!

What is the difference between a discount code and store credit?

We sometimes issue store credit on returns and exchanges. This credit usually comes in the form of a discount code that can be entered at checkout. Please contact Customer Service with any questions or concerns about your store credit.

Can I use more than one discount code on the same order?

As store credit and Ritzy Rewards come in the form of discount codes, you are not able to combine them with each other. Only one code can be used per order. A discount code could have an expiration date. If you have a question about a specific code, please contact Customer Service, and we will be happy to look it up for you!

Are discounts or shop credit transferrable?

We love that you want to gift some shop credit to a friend! Shop credit codes are non-transferable, but we recommend purchasing an Itzy Ritzy Gift Card.

Do Ritzy Rewards codes expire?

Never! You can keep building them up and saving. Read our separate Ritzy Rewards FAQs.


Refunds & Returns

How do I return an item?

We accept returns only for items purchased directly from our website. If you purchased any of our items from one of our retail partners, please contact them directly. Items marked on the website as clearance, final sale, warehouse sale, or some other restricted type of sale, are not eligible to be returned. Items must be new, never used, with all tags attached and purchased within the last 30 days to be eligible to be returned. We do not pay for return shipping. We do not accept packages COD, and if a package is refused, we will deduct the amount of shipping from any refund that is issued. Please contact Customer Service for a Return Authorization Number that is necessary for any return. 

We try to process returns within 2-3 business days of receiving them. You will receive an email when a refund has been posted. The refund will be issued to your original form of payment. Your financial institution may require additional days to post the transaction to your account.

How can I exchange an item?

We only exchange items that were purchased directly from our website. If you purchased items from one of our retail partners, please contact them directly. Items marked on the website as clearance, final sale, warehouse sale, or some other restricted type of sale are not eligible to be exchanged. Items must be new, never used, with all tags attached and purchased within the last 30 days to be eligible to be exchanged. We do not pay for return shipping for an item being sent back for an exchange. Please contact Customer Service for an Exchange Authorization Number. 

We try to process exchanges within 2-3 business days of receiving them. You will receive an email when an exchange has been processed that will include the tracking information for the package being sent out to you. Any items purchased at a discount, that were not purchased as a restricted type of sale, can only be exchanged for a store credit.  

Can I return or exchange clearance, final sale, warehouse sale, or otherwise restricted type of sale items?

If an item is marked on the website as clearance, final sale, warehouse sale, or some other restricted type of sale, it is not covered by our Limited Warranty and it is not eligible to be returned for a refund or exchanged for another item. These items will be designated on our website, so please read carefully before you process your order.

Can I return or exchange an item I purchased at a discount?

Items purchased at a discount can only be returned or exchanged for store credit. The value of the credit will be applied to an exchange. Any additional amount due for an exchange will be invoiced to you.

How long will it take for a refund to be posted to my account?

All refunds will be issued to the original form of payment. Your financial institution may require additional days to post the transaction to your account.

I used a Ritzy Rewards Credit to pay for my order and ended up returning it. What happens to my Ritzy Reward Credit?

All refunds will be issued to the original form of payment. If you used a Ritzy Rewards Shop Credit, the amount of the shop credit used will be added back to your Ritzy Rewards account, and a new code will be issued to you. Please contact Customer Service for any assistance.


Order Troubleshooting

Can I cancel my order?

We begin to process orders as soon as we receive them. It may not be possible for your order to be cancelled once it is placed. Please contact Customer Service with your order number as soon as possible to see if we can cancel on our end.

Can I add items to my order?

If you would like to add items to an existing order, please contact Customer Service with your order number and the items you would like to add to your order. We will make every attempt to accommodate your request.

How can I change the address for my order?

Please contact Customer Service with the correct shipping address. We will make our best effort to change an address before the order goes out.

How can I change the billing address for my order?

We are unable to make any changes to the billing address in the system. If you received an order confirmation email, the payment for your order has been processed successfully. 

I am having trouble placing my order, what should I do?

Try a different browser--for example Mozilla Firefox, Google Chrome, Opera, Microsoft Edge, or Safari. If you are having an issue with a discount code you received, please be aware that some discount codes have expiration dates. Please contact Customer Service, and we will be happy to help! 


Shipping

Why doesn’t my order qualify for free shipping?

We offer free shipping if your order total is above $49. This total is figured after any discounts, store credits and Ritzy Rewards credits are subtracted and before any applicable taxes and shipping costs are added in. Free shipping is only available to orders being shipped in the contiguous US. 

How much is shipping?

If your order does not qualify for free shipping, the cost of shipping will be displayed at checkout. Shipping is based on the weight, box size and shipping location of an order. Once an order is being processed, we are unable to make a change to the shipping method. 

I need my stuff now! What can I do?

Please note that we have suspended all forms of expedited shipping during the government-mandated shelter-at-home policy in Illinois. Orders for in-stock items may take 15-18 days during peak sales times due to precautions to protect our warehouse team

How soon will I get my order?

During the government-mandated shelter-at-home period, orders for in-stock items may take 15-18 days during peak sales times due to precautions to protect our warehouse team

Under normal circumstances, orders placed for in-stock items typically ship within 3-5 business days. Regular orders placed on Fridays, holidays or weekends will be processed in the order received and within 3-5 business days. Transit times will vary depending on the shipping method used and the location where it is being shipped. These processing and shipping times could increase during holidays seasons and other heavy shopping periods.

Why is the tracking info I received not working?

We do print labels so they are ready when the warehouse needs them. When we do this, tracking information is created, but it doesn't necessarily mean your order has left our warehouse. If more than two weeks have passed without receiving a shipping notification, please contact Customer Service.

Do you ship internationally?

Yes we do! Learn more about international shipping. 

My tracking shows that my package was delivered, but I didn’t receive it!

If the tracking for your order shows that it was delivered and you are unable to find it, please contact the carrier. Here are the phone numbers for the carriers that we use: 

UPS 1-800-742-5877

Federal Express 1-800-463-3339

United States Postal Service 1-800-275-8777

If they are unable to help you, please contact Customer Service.


Inventory and Out of Stock Items

How can I find out when something will be back in stock?

Some of our products are available for back-in-stock notifications. Go to the product page of the item on our website and sign up to be notified when it is back in stock. You will receive an email when it is available again to purchase. 


Product Info

Where are your products manufactured?

Our products are lovingly designed in the USA, and most are manufactured in China.

What are your Teethers, Sweetie Soothers, Sweetie Spoons, Teething Mitts and Teething Necklaces made of?

They are made of non-toxic food grade silicone that is CPSIA compliant. They are free of BPA, PVC, BPS, lead, phthalates, and cadmium.

I saw your items for sale on another website. Is it a knock off?

Itzy Ritzy is excited to have wonderful retail partners around the world who sell our original products. If you have a question about a specific retailer, please contact Customer Service.

How can I find out about new products being released?

We have lots of ways for you to stay connected!  Join our Insiders Facebook Group, follow us on Insta at @itzyritzy, TikTokPinterest and YouTube. Also sign up for our Email Newsletter and Ritzy Rewards Program on our website.

Where can I find stores that sell Itzy Ritzy?

Our products can be found in most buybuy Baby, Target and Wal-Mart locations. Check out our store locator page for info on retail partners. 

I saw your items available for a lower price on another website. Will you match the price?

Our retail partners have their own pricing structure, and we do not match their prices.

I have a problem with one of your products. What should I do?

Itzy Ritzy takes great care and consideration in developing and manufacturing products that you’ll love, and we pride ourselves on excellent quality. We truly want to give you the best products and service possible! If you ever have a concern with one of our products, please contact Customer Service with your proof of purchase (not necessary for items purchased directly from ItzyRitzy.com), your complete mailing address and, if applicable, a pic of the issue with the product.


Product Care

How do I clean my Boss Backpack, Triple Threat, Itzy Mini or Double Take Crossbody?

Care instructions are listed on the product pages on our website. We recommend spot cleaning the vegan leather with a damp cloth. While the bags are water resistant, they are not waterproof. They cannot be machine washed.

How do you recommend cleaning your Sweetie Soothers, Teething and Feeding products?

Cleaning instructions are listed on the packages of all of our products. For quick reference you can also go to the product page of our website. The cleaning instructions are listed under “Care Instructions.”


Ritzy Rewards

Do you have a customer rewards program?

We wanted to celebrate our awesome community and reward you for shopping with us, so we created Ritzy Rewards! Earn Ritzy Diamonds for shopping, referring friends, reviewing your fave items, posting on social and much more! Learn all the details here, and visit our Ritzy Rewards FAQs for additional answers.


Contacting Itzy Ritzy

How do I get in touch with somebody?

Feel free to contact Customer Service or call us at 1-888-791-6160.  We are available Monday thru Friday, 8 am to 4 pm.

Whom do I contact about selling your products?

Please visit our Wholesale page for more info.


About Us

Who is Itzy Ritzy?

At Itzy Ritzy, we believe parenting in style is possible. We’ve worked hard to make a collection of baby, toddler and lifestyle accessories that provide smart solutions to everyday challenges. We’ll always be here to encourage you with hardworking, cool, and (almost) as-amazing-as-you-are gear, a welcoming community, and the reminder that you’re doing a great job.

Read more about Who We Are.

 

6/12/2020

FREE SHIPPING ON ALL ORDERS OF $49+ (contiguous U.S. only)!

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FREE SHIPPING ON ALL ORDERS OF $49+ (contiguous U.S. only)!