FAQs

Based on the questions that come our way from customers, we've compiled a list of frequently asked questions. We hope you can find the answers helpful. We are also available to answer any other questions via Facebook messenger or email hello@mamamartina.com.

What type of shipping provider do you use and do I get a tracking number?

We ship using USPS Priority Mail. This way, you will receive a tracking number and an estimated delivery date. 

What are your shipping and handling times?

Once we receive your order, we ship it within 24 hours. If we receive your order on Friday, in most cases, it will go out on Monday. This applies to items that are in stock. For pre-orders, please refer to the individual product's page for estimated shipping times.

What is the best way to take care of my diaper bag?

• You can use Scotchguard brand fabric protector spray on the canvas material to repel water and dirt.

• Do not submerge your bag in water. Gently spot clean your bag with mild soap. Let dry before use.

• When using handles, please be sure your bag is not too heavy. The handles are padded for comfort and due to the type of material, they will stretch if there is too much weight. If you need to carry heavier items, please consider using the adjustable cross-body strap to protect your bag’s handles. Please email us at hello@mamamartina.com with any questions. 

Do your products come with a warranty?

Yes. It is very important to us that you are satisfied with your purchase. Our products are inspected to make sure that all accessories are included and not missing when you receive your bag, for example. Our limited warranty against manufacturer defects is 90 days from your date of purchase. If you are experiencing an issue with your bag or any accessory, please email us at hello@mamamartina.com. To ensure that we can get back to you quickly, please include your name, your order number (if available) or your email you used for your order. If someone else purchased the item for you as a gift, please include the person's name so that we can look up the order. Please note we can not offer warranty due to normal wear and tear, accidents, spills, scratching the faux leather. Any products sold as "factory seconds" are not covered under limited warranty.

Is it possible to purchase a gift card?

At this time, we are not able to sell gift cards on our site. 

Do you offer gift wrapping?

Yes! Although it is not offered at checkout, once your order is confirmed, please email us at hello@mamamartina.com with your request to gift wrap your purchase. We will be happy to do so. We will even add a free Hallmark card. In your email, please state the occasion, and we will take care of the rest. You can also have your gift sent to the recipient. We will take a photo of the gift being wrapped and send to you as a confirmation and a peace of mind. 

What is your return and exchange policy?

If for some reason you are not completely satisfied with your purchase, you can ship the item(s) back to us for a full refund within 30 days of purchase. Please include your original packing slip and note your reason for return. Currently, we are unable to provide a return postage label and we do not refund your return shipping cost. 

Please note your returned item must be in new, unused condition. All International Purchases are final sale.

Do you ship internationally?

Currently, we only ship to US and Canada. We are exploring shipping options to other countries as well. However, please email us if you live outside the US or Canada, and we can quote you a shipping charge. This process takes some time, but we shipped a few orders to Germany, Austria and Australia in the past.

As we grow, we would love to ship everywhere!