Frequently Asked Questions
Can I modify or cancel my order?
Orders placed go into production almost immediately, so be sure to double-check your order before placing it. We do have a very limited window of time to cancel or change some orders. You may contact us to see if an order is still eligible for cancel or change, however most often we are unable to do so. If eligible, you are welcome to return your item once you receive it.
IMPORTANT: All personalized items are processed & printed with the spelling entered on your order. Please make sure you check your spelling carefully and select the correct item when placing these orders.
I forgot to add my promo code. Can you adjust my order?
All promo codes, gift cards, or store credit must be used at the time of order placement. Do NOT replace your order if you forgot your discount code as orders go straight into production and we can not guarantee that we can cancel the order you did not mean to place without your promo code. We can NOT adjust an order once it's been placed.
What is your return policy?
Please see our Return/Exchange policy here.
Do you offer Free Shipping?
Yes! Free shipping may be applied on orders over $10 with code FREESHIPME. Please keep in mind that this code can not be combined with any other promotional discount codes. Unfortunately, free shipping is not available for international customers at this time.
Common Questions About Promo Codes and Caden Lane Discounts.
Caden Lane offers promo codes and discounts. Our best deals, and early access are shared through SMS. You can sign up to receive those C|L exclusives here.
You can not stack promo codes. Shopify has a policy against allowing any of their stores to stack promo codes. There is nothing we can do to fix this, manually, or otherwise.
How do I know if my items are back-ordered?
Before you purchase, please make sure to read each item description carefully regarding back-order dates. You will be updated via email with any changes in your order.
The item I want to purchase says Special Order Item. What does that mean?
Some of our items are special (made-to-order) items. Please note that we do not accept returns on items labeled as ‘Special Order Items’.
How quickly will my order ship?
We ship our products out as quickly as possible. Orders will ship out Monday-Friday. In-stock items will be shipped out within 3-5 business days. Personalized and Special Order Items ship separately, and the shipping time is noted on the product pages & your order confirmation. Please check for any back-order dates or special order items with longer production times on the listing.
Can I expedite/rush my personalized items?
If you place an order that includes custom/personalized items that are labeled 'Special-Order Item', please note that we are NOT able to expedite/rush shipping or production time.
I ordered personalized items on 2 separate orders. Why are the names different sizes?
We create all of our personalized items in-house. Our graphic designers use their best judgment when sizing personalized items. We cannot guarantee that the sizing will be exactly the same. If you place 2 separate orders and want the sizing to be as close to the same size as possible, please let us know.
I don't like how my personalized item looks. What can be done?
We have several wonderful graphic designers that specifically design all personalized orders that are placed through Caden Lane. We are unable to change the fonts as pictured on the item listing; however, if you have a specific request (particularly regarding spacing/stacking of names and capitalization), you MUST leave a note at checkout. If you placed your order and forgot to leave a note at checkout, you are able to log into your account and enter a note post checkout. Please note that personalized orders get made and pushed into production very quickly, so if you leave a note post checkout, we can not guarantee that we will see it before the item goes into production.
What if my package is lost or stolen?
We are not responsible for lost or stolen packages. Please check with your local USPS if you believe your package has been lost or stolen. If you purchased our shipping protection service at checkout, you may be eligible for a package replacement. Refunds will NOT be issued on packaged deemed "delivered"- we will only be able to offer a replacement. Please note that USPS is experiencing some delays and we require up to 10 days for lost packages to be replaced. If you think your package is lost, stolen, or damaged during transit, make sure to email us at email@example.com to handle this.
My tracking says 'Delivered' but I never got my item/s. What can be done?
Sometimes shipping carriers may mark your order as delivered before the package arrives to you. In this case, please allow at least 24-48 hours to see if your package shows up. If you still do not have your items, please reach out to our customer service team at firstname.lastname@example.org to help resolve this issue immediately. We allow up to 15 days after the package was deemed delivered for the customer to reach out to us. We are unable to assist with lost packages that are deemed delivered after 15 days has past. Please note, refunds will NOT be issued on packaged marked as "delivered"- we will only be able to offer a replacement.
Why are my items from my order shipping separately?
If you have items on your order that are considered ‘Special Order Items’, they may ship separately than your in-stock items as they take longer to produce. You will receive an emailed shipping notification along with tracking when as the items ship.
Do you accept exchanges?
After an order has left our warehouse, we are unable to accept exchanges. If you need a different product (excluding a damaged item), please reach out to our customer service team to initiate a return for a refund.
Where is my order confirmation email?
An order confirmation email is sent automatically when an order is placed. After confirming that your order confirmation email did not go to your spam/junk folder and you believe you are missing it, we would be happy to assist if you contact us at email@example.com
What is the best way to wash and dry all knit items (i.e crib sheets, changing pad covers, swaddles, knot gowns, maternity robes)?
The fabric we use to make our crib sheets, changing pad covers, swaddle blankets, knot gowns, and maternity robes are very delicate. Due to the delicate nature of our fabric, we advise that you do NOT wash these items with abrasive fabrics such as zippers, buttons, Velcro, etc. In order to preserve the color and prevent pilling, we recommend using a gentle, phosphate-free detergent (i.e. Woolite, Dreft, or Free & Clear) and washing on a delicate or gentle cycle. Most of our customer have found that line drying these items have lengthened the life span of these particular items.
My item is damaged. What do I do?
If you receive an item that is damaged, please message us with a clear photo of the damaged area. Please DO NOT throw the item away if it is damaged prior to taking a photo or sending it to us for inspection. We cannot replace a damaged item if we do not see the damage.
We allow up to 18 days to correct damaged items after the item has been delivered. Please make sure to inspect your product upon arrival as we can not replace damaged products after 18 days.
Do you offer wholesale accounts?
At this time we are not accepting wholesale accounts.