Our Policies

At Pooters we want you to be completely satisfied with your "fluffy" order and are more than happy to work with you to resolve any issues or concerns you may have. Please review our policies below.

Shipping Policy

We ship via Federal Express only. This allows us to accurately track and insure your packages and ensures that you get your order fast and reliably. We only offer shipping throughout the US, Alaska, Hawaii and Canada. For residents of North Texas, we offer a local pickup option where you can place your order online and pick up at our local store by appointment. All available shipping and pickup options will appear during checkout.

Return Policy

Only items that are unused and/or unwashed or defective can be returned. Requests for returns must be made within 14 days of receipt of the item. To return an item, customers must complete the following steps:

1. Contact our customer service department via email at orders@pootersdiapers.com or via phone at (800) 346-0580 to request that a return be made.
2. Customer service will then email the customer a prepaid shipping label to return the unused or defective item(s).
3. Once unused or defective item(s) have been received, a refund for the original price paid for the item, less shipping, will be issued to the credit card used for payment.

Exchange Policy

Only items that are unused and/or unwashed or defective can be exchanged. Requests for exchanges must be made within 14 days of receipt of the item for unused/unwashed items and 30 days of receipt of the item for defective items. Defective items are those items exhibiting fabric and manufacturing defects regarding the snaps, lining, hook & loop closures, elastic, and waterproofing. Items that leak, have odors or exhibit normal wear and tear are not considered defective. To exchange a Pooters item for defect only, see our Pooters Warranty Policy below. To exchange all other items, customers must complete the following steps:

1. Contact our customer service department via email at orders@pootersdiapers.com or via phone at (800) 346-0580 to request that an exchange be made. State what items you would like as a replacement for your exchange. The items do not have to be identical.
2. Customer service will then email the customer a prepaid shipping label to return the unused or defective item(s).
3. Once unused or defective item(s) have been received, the difference in items will be calculated less shipping. If it is determined that the customer is due a refund, the refund will be issued to the credit card used for payment. If it is determined that the customer owes an additional amount, the customer will be issued an invoice for the additional amount owed.

Pooters Warranty Policy

At Pooters we stand behind the workmanship and materials in our brand products for up to 90 days from the date of purchase. This warranty covers all components of our products including the snaps, lining, hook & loop closures, elastic, inserts and waterproofing. This guarantee however does not cover leaking, diaper odor or normal wear/tear. This warranty is extended only to the original purchaser / owner of the products and is considered void if any of the following occurs:

1. washing instructions have not been followed
2. the diaper has been altered
3. the diaper has been washed in water temperatures exceeding 150°F or 60°C
4. the diaper has been washed in a detergent containing enzymes, brighteners, whiteners, dyes, perfumes, essential oils or natural soap
5. the diaper has been dried using fabric softener
6. the diaper has been used with a non-cloth diaper friendly diaper rash cream

Click HERE to view our recommended washing instructions
Click HERE to view our list of recommended laundry detergents
Click HERE to view our recommended diaper rash creams

To make a warranty claim, customers must complete the following steps:

1. Contact our customer service department via email at orders@pootersdiapers.com or via phone at (800) 346-0580 to issue a warranty complaint.
2. Customer service will then email the customer a prepaid shipping label to return the defective item(s).
3. Once defective item(s) have been received, they will be reviewed for compliance with our warranty policy. If the item meets our warranty policy requirements, the diaper will replaced at no cost to the customer with the same or similar product.

NOTES:
1 Due to sanitary reasons, only unwashed / unused or defective items can be returned or exchanged.
2 For unwashed / unused items, all packaging must be intact (e.g. tags, labels, etc).
3 No returns of any kind after 90 days.
4 Please allow 7 days for returns and exchanges to be processed.