10% OFF FIRST ORDER I code: HELLO - FREE Shipping on all us orders over $50!

FAQs

How do I change something to do with my order?

Please direct all order enquiries, whether they be changes to the order, changes to the shipping address etc, to [email protected]

Can I return or exchange an item?

If you are not completely satisfied with your order, we will gladly accept refunds or exchanges, minus any shipping charges on all full-priced items within 14 days of receiving your order. 

For refunds, the item being returned must be postmarked within 14 days of receiving the item. Once the item has been received by our Returns Team and it passes the return inspection a refund will be issued to the payment provider used at Checkout. Note that this can take up to 7 days to process once our Returns team receives the item being returned for refund. For any items returned that are postmarked outside of the 14 days of receiving your order, store credit will be issued.

For exchanges, please place another order for the item you want and as per the above instructions return the original item. Once the item has been received by our Returns Team and it passes the return inspection a refund or store credit is issued as per the above stipulations.

SALE ITEMS: Items purchased on sale are considered final sale and cannot be returned or exchanged.

For a full copy of our return policy, please click here.

Where is my order?

All orders are processed in 1-3 business days, if not sooner and are shipped on business days (Monday-Friday) excluding holidays.  Once an order has shipped, you will receive an email with tracking information. If you cannot find this email please check your spam/junk mail.  Our shipping timeline is a USPS estimate and is not guaranteed.  On rare occasion, orders will be delivered outside of the projected timeline.

For Customers who purchased Route+ Shipping Insurance Download Route’s mobile app for iOS from the App Store to visually track your package and receive real-time notifications on its estimated delivery.

Your order says it has been delivered and you say it was not!  

Unfortunately, this is an issue that only you can resolve.  We recommend calling your local USPS office or asking your postal delivery person if they remember delivering the package.  Generally, it is either at the local post or was delivered to a neighbor by accident. We cannot refund or send a new order if your tracking says it has been delivered. 

If your order is being delivered by UPS or if it is an international delivery, please call the carrier responsible (this can be found with your tracking information) as they are the only ones who can verify either the delivery or where it is in transit. 

What if my order is damaged? 

To protect your order against damage that occurred during shipping, add Route+ package protection at checkout. When you add Route+ at checkout, you can easily file claims for lost, stolen or damaged packages in the unfortunate case that they arise. When you file a claim, it will be reviewed for approval for a reorder or refund within 24 hours. 

What is Route+? 

Route+ is premium package protection for your online orders. When you add Route+ at checkout, you can easily file claims for lost, stolen or damaged packages in the unfortunate case that they arise.

Purchased Route+ and need to file a claim? File here

Route's terms and conditions are listed here: https://route.com/terms-and-conditions/.

How do I file a claim for my lost, stolen or damaged order?

If you insured your order with Route+ at checkout, you will receive a confirmation email from Route with a link to file a claim. You can also file a claim here: https://claims.route.com/

Note: Make sure to have the Order ID we sent you or the Route Order ID ready to use with the claim form. 

Does Route+ cover stolen items?

YES! But only when you insure your orders with Route+, stolen items are eligible for reorders or refunds.

Is Route a licensed insurance company?

Yes. Route is a licensed insurance company with the biggest name in shipping insurance as its partner, Lloyds of London.

Can I update an address if I entered the incorrect one at checkout?  

If you email us before your order has been shipped, we will revise this for you at no cost.  If your order has already been shipped, we can only resend the order once the original package has been returned to us.  To reship the order, we will issue a shipping invoice. We will not refund or reissue a new package until the original has been returned and shipping invoice has been paid.  Shipping costs are non-refundable.  

BiBS Pacifier Related FAQ’s

The pacifiers I received are the wrong size from what I ordered? I have compared them to the ones I currently have and the new pacifiers are smaller?

The packet is marked with the size and assuming that matches the size you ordered then you have been issued the correct size.  As and FYI the length of the stem (& bulb size) also indicates what size you have been sent (see image below).

BiBS Pacifier Sizing image

From left, size 1 (0-6m), size 2 (6-18m) and size 3 (18-36m).

The BiBS pacifier you are comparing to has enlarged over time which is quite typical. This is common and is due to the natural rubber that BiBS uses. Being as they are manufactured using natural rubber they differ slightly from each other, even in the same size. Again to reiterate, the rubber will swell with regular use, which is why the bulb on the one your baby is currently using is as large as it is. Please note that we have had this query previously and periodically we check back with the manufacturer and the US distributor and their reply is the same. As an FYI, we also store the different sizes in different locations within our warehouse to ensure there is no chance to mix-up the size(s) ordered by our Customers.

To give you a level of confidence, we (bug + bean kids) are an official retail partner of BiBS pacifiers and buy directly from their US distributor who in turn receive them directly from BiBS (based in Denmark).

I recently purchased new BiBS pacifiers from you and when I sterilized them they filled with water, are they damaged?

This answer is taken directly from BiBS. 

“Sometimes water may enter the inside of the nipple, this is because of a ventilation system that exists in the nipple and helps make the pacifier orthodontically correct. When the baby closes down on the nipple, the air from inside the nipple is pushed out through the ventilation system thereby flattening the nipple and adapting to the baby´s individual oral cavity. So, the ventilation hole is needed in order to allow for proper development of your baby's jaw and mouth. To remove the water squeeze out as much as possible with your fingers by pushing it down towards the loop. Then stand the pacifier upright in the loop to drain. Air circulation and evaporation will then clear the rest.”

How often should I replace BiBS pacifiers?

BiBS recommends checking the pacifier before each use (especially during teething) to make sure they are not damaged in any way from simple day to day use and activities, such as being dropped or getting caught at the bottom of bags etc. Any sign of damage or weakness, please STOP using them immediately. Also if the pacifier shows any signs of deterioration (peeling) STOP using them immediately and replace. This generally happens when left in the sun or in warm / hot spaces (not recommended).

If they are fine before each use then BiBS recommends replacing them every 4-6 weeks for hygienic reasons and depending on the amount of use. Typically the pacifier, due to them being made from natural rubber, will get darker and sticky after prolonged use. During use, the rubber will also swell and enlarge.

Why does the color of the “nipple” look different to the pacifiers that I am replacing?

BiBS pacifiers are made from 100% natural rubber and the coloring, or should we say, discolorations that can occur is due to this fact. It contains no chemicals or anti-oxidants to keep the color even because it is an organic material and as such no two pacifiers will look the same and the rubber on a single pacifier can also change in color. The coloring can vary from light yellow to dark amber and even transparent and milky depending on the batch - it is all quite normal. The color can also change after use as well, this is because the rubber nipple enlarges or swells.

 

What are your shipping fees?

Domestic

Orders over $50.00: FREE USPS First-Class (3-7 business days)

Orders under $50.00: $4.99 USPS First-Class (3-7 business days)

USPS Priority: $8.99 (2-3 business days)

USPS Priority w signature: $11.99 (2-3 business days)

We also provide carrier shipping options at Checkout with faster delivery, these include USPS Priority Mail Express, UPS Next Day etc.

PLEASE NOTE: Use of a coupon code may bring your order under the $50.00 subtotal for free shipping and therefore you will be charged a shipping fee.

*This timeline is a USPS estimate and is not guaranteed.  On rare occasions, orders will be delivered outside of the projected timeline.

We ship all orders from our warehouse in Hannibal, OH.

International

All orders outside the US: we provide International carrier options including, DHL, UPS and USPS International. We recommend DHL where possible, but the decision is yours.

The customer is responsible for all international taxes and customs duties owed. 

All orders are processed in 1-3 business days, if not sooner.

All orders are shipped on business days (Monday-Friday) excluding holidays.

Some items are available for pre-order, in which case, the estimated time until dispatch will be available in the item details.  This is only an estimate and maybe sooner/later depending on availability.

bug + bean kids are not responsible for packages once they have been scanned and delivered. Note that we have partnered with Route Shipping Insurance for your benefit. Should you deselect Route+ coverage at Checkout bug + bean is not responsible for your package including (but not limited to) missing,  damaged and stolen packages.