Q: Should I expect a shipping delay due to COVID-19?
Please note, effective March 24, 2020, the Ontario, Canada province (where Lil’ Llama is located) ordered the closure of all non-essential businesses & services. As a result, we are in a temporary shipping shutdown for an initial period of 4-weeks.
When shipping resumes, your shipment will be given the highest priority. We appreciate and thank you for your patience during this time.
Q: How do I contact Customer Service?
You can contact our Customer Experience Team between the hours of 8:00am-5:00pm ET at 1-888-595-8433 or email us at firstname.lastname@example.org.
Q: What payment methods do you accept?
We accept Visa, MasterCard & American Express.
Q: What is your return policy?
Returns & Exchanges: You have the right to exchange or return all products you have bought from www.lilllamababy.com for a full refund within 30 days of receipt. All items must be unused with labels and packaging intact. You are responsible for shipping charges for any exchange or return. As soon as we receive your return, we will process your exchange or refund request. Please note, you will not be reimbursed for the original shipping charges.
Damaged or Missing Products: Should you receive a delivery containing damaged or wrongly packaged items, we will cover all shipping charges and do everything we can to rectify our mistake. We will ship the new products, or issue a refund, depending on your wish.
Q: Where do I send my return or exchange?
Please send all returns to:
Attn: Lil Llama Customer Care
300 International Drive, Suite 100
Williamsville, New York
Please be aware, your return items will be forwarded from our American mailing address to our offices in Brampton, Ontario. Due to the mail forwarding process, it can take longer than most customers are accustomed to for the items to arrive. We will contact you by email once the return has been received and your refund will be processed.
Q: I bought a Lil’ Llama product in a retail store, can I return it online?
All refunds and exchanges must be handled by the retail store where the original purchase was made. Please contact the store directly.
Q: I just completed my order; how long will it take to arrive?
We process our orders within 2 business days. Business days do not include Saturdays, Sundays and holidays.
Once shipped, domestic orders usually arrive within 4-9 business days. International shipments generally arrive between 6-15 business days.
If you have not received your order after these dates, please feel free to contact our Customer Experience team by email at email@example.com.
Q: Do you offer Express Shipping?
Yes, we do offer express shipping to shipping addresses in Canada & the Continental United States at an additional cost. Please note, express shipping is not available to P.O. Boxes as a signature is required upon delivery.
Q: Do you ship Internationally?
Yes we do, please note that customers are responsible for payment of all duties, taxes and brokerage fees necessary for customs clearance. These fees will be charged by the customer’s postal service and will be due prior to the final delivery of the package.
Q: How can I track my order?
You will receive an email notification with a tracking number once your order has been shipped.
Q: Can I get my order gift wrapped or add a personal message?
Unfortunately, we do not provide gift wrapping or personalized messages.
Q: Do you offer Lil’ Llama Gift Cards?
Yes We do! CLICK HERE for more information.
Q: How do I care for my Lil’ Llama products?
Care and usage varies by Lil’ Llama product. You will find the information specific to your purchase(s) on the product page of the website, as well as product labeling and packaging.
Q: Are Lil’ Llama products safety tested?
Lil’ Llama products are tested to the required USA & Canada baby testing standards. All products are tested for age appropriate usage by a certified lab and meet all Consumer Product Safety Commission (CPSC) compliance requirements. Lil’ Llama Bath & Body Care products are formulated with natural ingredients and are both paraben and silicone free.