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FAQ

FAQ | SHIPPING & RETURNS | STORE POLICY

  • Who do I contact about my online order?
    Questions, comments and concerns can be emailed to oneelevenbysmith@gmail.com.
  • Do you offer discounts?
    Discounts of up to 20% will be offered off your next order with a written review including a photo of your little one in OneElevenBySmith merchandise. Send those pictures to us so we can upload them to our website and social media platforms. Please note that providing your picture you are giving permission for OneElevenBySmith to share your photo on all social medias sites owned by OneElevenBySmith, LLC. The more customers we have the more merchandise we can bring you and the more donations we can make.
  • When can I expect to recieve my order?
    We do our best to start working on your order immediately. Since your orders are customized it's important to us that we get them right. Doing so may take a little bit of time. Generally speaking, efforts are made to complete and ship your order within 7 to 10 business days.
  • How do I properly launder my onsie?
    It is recommended that you wash your items inside out in cold water or use detergents with color guard on a gentle cycle. Either hang your items to air dry or use low heat, item inside out. When ironing, do so on low heat inside out.
  • Can I cancel or change my order?
    Orders can be cancelled or changed within 24 hours by sending an email to oneelevenbysmith@gmail.com. Please include the date of your purchase, your order number and contact information. We do our best to start working on orders quickly. After 24 hours it is possible the process of creating your customized order has moved on to the fulfillment stage. For this reason requests to cancel/change an order after 24 hours are unable to be honored.
  • Do you offer pick up or delivery outside of USPS?
    Pick up is available. Delivery is also available for certain parts of Baltimore and Harford Counties. Please email us at oneelevenbysmith@gmail.com to see if you are in the delivery area.
  • Tracking your order
    USPS is the delivery method used to send orders. We will notify you once your order has been shipped, however, once your order leaves our hands have no control over delivery time. If for any reason you have not received your order in 14 to 21 business days, please email oneelevenbysmith@gmail.com or visit the contact section to inquire further.
  • Shipping rates
    Shipping is applied at a flat rate. We realize the amount of items ordered vary. Applying shipping at a flat rate helps us to cover costs associated with delivering donations to the NICU. This method also helps to keep merchandise pricing low long term.
  • Who do I contact about my online order?
    Questions, comments and concerns can be emailed to oneelevenbysmith@gmail.com.
  • Do you offer discounts?
    Discounts of up to 20% will be offered off your next order with a written review including a photo of your little one in OneElevenBySmith merchandise. Send those pictures to us so we can upload them to our website and social media platforms. Please note that providing your picture you are giving permission for OneElevenBySmith to share your photo on all social medias sites owned by OneElevenBySmith, LLC. The more customers we have the more merchandise we can bring you and the more donations we can make.
  • When can I expect to recieve my order?
    We do our best to start working on your order immediately. Since your orders are customized it's important to us that we get them right. Doing so may take a little bit of time. Generally speaking, efforts are made to complete and ship your order within 7 to 10 business days.
  • How do I properly launder my onsie?
    It is recommended that you wash your items inside out in cold water or use detergents with color guard on a gentle cycle. Either hang your items to air dry or use low heat, item inside out. When ironing, do so on low heat inside out.
  • Can I cancel or change my order?
    Orders can be cancelled or changed within 24 hours by sending an email to oneelevenbysmith@gmail.com. Please include the date of your purchase, your order number and contact information. We do our best to start working on orders quickly. After 24 hours it is possible the process of creating your customized order has moved on to the fulfillment stage. For this reason requests to cancel/change an order after 24 hours are unable to be honored.
  • Do you offer pick up or delivery outside of USPS?
    Pick up is available. Delivery is also available for certain parts of Baltimore and Harford Counties. Please email us at oneelevenbysmith@gmail.com to see if you are in the delivery area.
  • Tracking your order
    USPS is the delivery method used to send orders. We will notify you once your order has been shipped, however, once your order leaves our hands have no control over delivery time. If for any reason you have not received your order in 14 to 21 business days, please email oneelevenbysmith@gmail.com or visit the contact section to inquire further.
  • Shipping rates
    Shipping is applied at a flat rate. We realize the amount of items ordered vary. Applying shipping at a flat rate helps us to cover costs associated with delivering donations to the NICU. This method also helps to keep merchandise pricing low long term.
Shipping and Returns

Due to the customized nature of our product we do not offer exchanges.  Replacements for items that display damage outside of regular wear and tear or improper washing and drying practices will be provided free of charge within 30 days of purchase.  Proof of purchase and verification of the damage is required. Sizing and color are beyond our control.

STORE POLICY
Store Policy
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