FAQ

Shopping

Can I check the status of my order even though I am not registered?
Yes. There is a “Track Order” tab on the top and bottom of our website. Click this tab and ensure you have your order number and email address.  

 

Can I order by telephone?
For the security of our customers, we cannot take payment information over the phone at this time. If you need assistance navigating our site, please give us a call! We will be more than happy to help.   You can call us at (831) 202-3691 Monday to Friday from 9:30 am to 5 pm PST.  


Can I purchase BabyFirst toys at a retail location?
Our toys are only available through our online store.  

 

Do I have to register to check out?
No, you can choose to check out as a guest. This option will appear on the checkout page (step 1). You will not need to input email or password information when checking out as a guest.

 

How can I change or cancel my order?
To make a change or cancel your order, please contact Customer Service at (831) 202-3691 or email shop@bf-tv.com. Once your order has been processed, it can no longer be canceled.

 

How do I check out?
Once you have added the products of your choice to the shopping cart, you can click on the shopping cart icon located on the top right-hand side, and a drop-down menu will appear. Click on the “Checkout” icon and proceed with steps 1 through 7.  

 

What method of payment do you accept?
We accept Visa, American Express, Mastercard, Discover, Shop Pay, Shop Pay Installments*, Apple Pay and PayPal.

 

SHOP PAY INSTALLMENTS

 

What is the option to pay in installments on Shop Pay?
When checking out with Shop Pay, you now have the option to pay now or
later. Paying in installments on Shop Pay allows you to split your purchase
amount into 4 equal, biweekly installment payments—with 0% interest, no
hidden or late fees, and no impact on your credit score.* In some
instances, your first payment is due when you make your purchase;
otherwise, your first payment is due 2 weeks after your purchase.


Which payment methods are accepted if I use the option to pay in
installments on Shop Pay?
The installments option on Shop Pay is available on debit and credit cards.


Are there late fees?
No, there are no late fees if you miss a scheduled payment.

What if I make a return on a purchase made through installments with Shop Pay?
If we process a refund, the refunded amount will be returned to your original
payment method within 3-10 business days, and your balance will be updated.
If your refund is less than your total purchase balance, it might not lower your next
payment. Instead, you can expect fewer payments, a smaller final payment, or both.
If your refund is more than your purchase balance, the difference will be returned to
your original payment method within 3-10 business days.


Have more questions?
For questions about installment payments on Shop Pay, visit shop.affirm.com/help.
For questions about Shop Pay or the Shop App, visit shop.app/help/shop-pay.

 

Why are items missing from my shopping cart?
Items are not guaranteed until the checkout process has been completed. Products may go out of stock between the time of putting them in your cart and the checkout process.

 

Why is the price of an item in my saved shopping cart different from when I selected it?
It might have been that we were having a sale on that particular item, and the sale ended causing the price to change to its original value.  

Returns

Am I able to get a refund?
Yes, the refund will be issued after the product is returned to the company and approval is made by our team. For a full refund on the product(s), the item cannot show any sign of usage and must be returned within 30 days of purchase. Items returned after 30 days but before 90 days will receive a BabyFirst Store credit. Shipping costs will not be refunded.  

 

How do I return/exchange an item? 
Items can be returned within 30 days of the shipping date. All purchases must be returned in original condition at the time of purchase and in the original unopened packaging. You can give us a call at 833-BABY1st or email us at shop@bf-tv.com to request a return label. Please note that return labels are only issued for defective items and/or incorrect items received. At the moment, we do not provide exchanges. 

Do you provide warranty on the items?

Yes, we provide a 90-day warranty on our items. If your item turns out defective, please reach out to us within that time frame. 

Coupon Codes

My coupon code is not working, what should I do?
You can email us at shop@bf-tv.com letting us know what coupon code you are trying to use so we can further assist you. You can chat with us if there is an agent online.  

 

What if I have a coupon code, where can I enter it?
When you are ready to checkout, just click on the shopping cart on the top right-hand side and a drop-down menu will appear. Click on “View Cart, ” and there you will see a section to enter your coupon code. You can also enter your coupon code in step 4 of the checkout process.  

Shipping

How long does an order take to ship?

Depending on the shipping method chosen, orders typically take 1-3 business days to process before they are shipped out. For 2-day shipping, orders have to be placed before 2 p.m. in order for the order to be shipped the same day. *Due to our efforts in providing a safe environment for our employees and your shipments, we have extended the processing time from 1-3 business days to 3-5 business days. Thank you for your understanding and patience. 


Is there free shipping?
Yes! We offer free Economy Shipping on orders over $100.00.*   * Please note that free shipping does not apply to orders shipping to Canada. Order subtotal must be equal or higher than US$100.00.  


What methods of shipping do you offer and what is the cost?
During checkout, you will be able to select your preferred method, and the cost will be based on the weight, size, and destination of the package.


Where is my order shipping from?
All of our orders are shipped from our warehouse located in Southern California.

Gifts

Can I send items as gifts?
Yes, you can send an item as a gift. However, we do not gift wrap. We will include a gift note (click box before checkout and the item will be shipped in its original shipping form without the invoice reflecting the price, and we can add a special note of your choice.


Product Care

Am I able to wash my interactive toy?
Our interactive toys do contain batteries, therefore, we advise that you clean them carefully using a clean cloth, soap, and water. AIR DRY ONLY!

 

Am I able to wash my plush toy?
We advise that you clean them with a cloth using a little bit of soap and water. Do not put in dryer - AIR DRY ONLY!  


Customer Service

How do I contact customer service?
There are three ways to contact us:   Phone: (831) 202-3691 if there is no answer, please leave us a message and we will return your call within 1-2 business days.   Chat: Any time you are on our page if one of our agents is available you will see the option to chat with us. Email: Simply send us a message to shop@bf-tv.com and you will receive a response within 1-2 business days.    


Other


How do I cancel my newsletter subscription?
By logging into your account under the section title ( My dashboard ), you will find the Newsletter tab go to edit and unselect the radio button (general subscription)  


I am having problems with the BabyFirst app who do I contact?
Please contact us via the parent zone app within the app or email mobile-support@bf-tv.com.  

 

*Payment options are offered by Affirm and are subject to eligibility check and may not be available in all states. California residents: Affirm Loan Services, LLC is licensed by the Department of Business Oversight. Loans are made or arranged pursuant to California Financing Law license 60DBO-111681.