How can we help?

Shipping
Returns
Warranty
Lotus Crib
Lotus Bassinet
Roam Stroller
When can I get my Guava product if I buy today?+

 

shipping-map-UPS.png

Orders placed before 2 p.m. Eastern time will ship the same business day. Orders placed after 2 p.m. Eastern time will ship the next business day. View the UPS Ground Service map above to see how many business days it will take for your order to arrive.

These time frames are based on UPS's estimated delivery times and may vary slightly by city. Business days for shipping are Monday-Friday, excluding holidays. Please note that delays may occur around holidays because of this.

Need it sooner?

We also offer Overnight and 2 Day delivery options for an additional cost, available at checkout.

 

Do I qualify for free shipping?+

Fast, free shipping to your door for any order within the contiguous United States!

Unfortunately, we do charge for shipping to Hawaii and Alaska, as well as, any expediting shipping. You can see this shipping amount during checkout.  

 

What happens behind the scenes to get your order out quickly? 

  1. You place your order. We’ll process your order and then create a shipping label to get your order ready for shipment.
  2. Receive shipping confirmation. Your package will ship out from our warehouse within 1 business day. Weekends and holidays will ship next business day.
  3. Headed your way! From here on your package will arrive depending on your shipping method. You can track it here

It looks like our product was delivered, but we can’t find it? +

Unfortunately this happens occasionally. The most common reason is that UPS delivers it a neighbor or adjacent house.

Please check to make sure this isn’t the case. If it still can’t be found, please email us at family@guavafamily.com with your Order ID. We will contact UPS to start a trace to locate the package.

 

Do I need to sign for my order?+

We ship our products via UPS with no signature required.  

If you prefer that it is not left if you are not home, your best bet would be to call UPS once you receive the tracking number and ask them to hold it at their local station for you to pick up.

 

Can you ship to Canada?+

The Lotus Crib has been approved for sale in Canada. It complies with the Playpens Regulations (Canada), and is labeled as required.

We don't currently ship to Canada through our website, but you can order some Guava Family products through our listing on Amazon.com here.

Another option, depending on where you live, is to have your order shipped to a border town in the US and then drive across to pick it up. You can find a package receiving service through an online search for Package Delivery in the town that is most convenient for you. Please make sure you call the company that will be receiving the package so you know how best to address the package.

 

Can you ship internationally? +

We currently don't have the capability to ship our products to addresses outside of the United States. Our fulfillment company does not offer international shipping.  This is something we are working on, but is not currently available.

 

What is the return policy? +

If you're not 100% happy with your product, you can return it for free within 60 days.

Since we only sell online, we’ve created a very low pressure, 60-day return period for you to order and check out your purchase in the comfort of your own home.

If after that time you decide you'd like to return a product, you can just:

  1. Email for return label. Just send an email to family@guavafamily.com within 60 days of receiving your product with your Order ID. We'll send over a free return shipping label if your original shipping address was in the contiguous United States. If possible, we like hearing more about why you're choosing to return as it helps our team continually improve our products.*
  2. Pack shipping box. Print & attach the label to your original box or any box that’ll fit the products.
  3. Drop off & relax. Drop off at the shipping location and we’ll handle the rest! We can usually process refunds within 3-5 days of receipt to your original form of payment. 

*A couple notes:

  • Please note that if you return a product that we originally shipped to an address in Alaska or Hawaii, we will be unable to refund the shipping fees that you paid for the original delivery
  • Any expedited shipping fees are also not subject to refund

If you're unsure of how to start your return or need help, just let us know by emailing family@guavafamily.com

Please keep in mind that Amazon customers must contact Amazon Customer Support directly to start and complete your return.

How long does it take to get my refund?+

Once we’ve received your return, we can usually process a refund in around 3-5 business days.

If you do not see it back in your account after 10 business days, contact your bank or financial institution for further information.

Just a reminder: we can only issue refunds to your original form of payment. 

How can I see the Lotus Crib or Roam Stroller in person?+

Since we only sell online, we’ve created a very low pressure, 60-day & risk-free trial for you to check out your purchase in the comfort of your own home. 

This time allows you to see the product in person without any risk as we’ll pick up the shipping fees both to your home and back (other than for shipments to/from HI & AK) to our facility if you choose to return the purchase.

What is the warranty for Guava Products?+

All Guava Family products carry a 2-year Manufacturer's Warranty.

Our warranty covers any defects in manufacturing to ensure that your product remains in full operational condition. Of course, normal wear & tear is not covered.

Our warranty is only valid for the original purchaser of a new product and doesn't apply to any product purchased used or 2nd hand as the warranty is not transferable.

How to send a product in for a warranty issue: 

We're a small company and we’re laser focused on making sure our customers are happy, so if something has happened to your product, and you don't think it's your fault, please reach out to us by email at family@guavafamily.com and we'll take care of you.

Are replacement parts available?+

Yes, we do stock replacement parts to help keep your product in safe, operable condition. If you’ve lost or need new parts to replace worn out parts for our products, please see below:

 

Lotus Crib/Bassinet

See Lotus Replacement Parts

 

Roam Stroller

Please email us at family@guavafamily.com with the issue you're experiencing. 

Need to talk with our customer service team? +

If you need help with your order, purchase or product tips, here are a few ways to get a hold of us: 

 

Mailing Address:

Guava Family, Inc
P.O. Box 101
Solana Beach, CA 92075

 

Send a Message

Need to speak to a family member? Email us at: 

family@guavafamily.com

 

Press

Please email us at:

pr@guavafamily.com

How does the Lotus Everywhere Crib compare in size to the Baby Bjorn Travel Crib Light?+

The Lotus and the Babybjorn Travel Crib Light have the same similar sized mattress.

However, since the mesh sidewalls on the Lotus are more vertical, and the top opening of the Lotus is larger, the Lotus is much roomier inside.  

 

When packed, the Lotus (24" x 12" x 8") is approximately half the size of the Babybjorn Travel Crib Light (19" x 24" x 6").

The sheets seem a little big out of the package?+

The sheets may seem a little larger as there is some extra length/width to the sheets to allow for some minor shrinking after washing. Just wash/dry the sheets on high heat, and that should help a bit.

What type of testing has been done to guarantee the Lotus is safe?+

The Lotus Everywhere Crib meets all required safety standards including:

  • ASTM F-406: US federal standard for Non Full-Size Cribs & Play Yards
  • Consumer Product Safety Information Act (CPSIA 2008)
  • Playpens Regulation (Canada)

The Lotus Bassinet meets all required safety standards including:

  • ASTM F2194: US federal standard for Bassinets
  • Consumer Product Safety Information Act (CPSIA 2008)

 

Can I use the Lotus Crib as my primary crib?+

Yes, it is no problem to use the Lotus Everywhere Crib as a primary crib, travel crib, and/or play area, and we have many customers that use it this way.

The Lotus Everywhere Crib is approved for use with newborns too, and is certified to the same safety standard as the standard pack n play (which is often used as a primary crib as well).

How does the Lotus Everywhere Crib compare in size to a standard Pack N Play?+

The Lotus is the same height as a Pack 'n Play (25.5"), but the mattress is 3 inches longer and 3 inches narrower (41.5" x 23.5").

We believe that a longer, slightly narrow mattress is a better size because it allows a larger child to sleep more comfortably than they would in a Pack N Play, and the width is still plenty wide to be roomy and comfortable.  

Additionally, even though the Lotus has the same depth as a Pack N Play, it is actually lower to the ground. This is important for two reasons:

  1. It makes the side door possible.
  2. It is safer once your little one grows enough to start climbing out...since it's lower to the ground, it's a shorter distance for them to slide over and try and touch the ground with their toes.

Please note: We recommend discontinuing use of the Lotus Everywhere Crib once your child is able to climb out over the top rail (when side door is closed).

How does the Lotus compare in size to other travel cribs? +

The Lotus has a similar height to a Pack 'n Play (25.5"), but the mattress is 3 inches longer and 3 inches narrower (41.5" x 23.5").

We believe that a longer, slightly narrow mattress is a better size because it allows a larger child to sleep more comfortably than they would in a Pack N Play, and the width is still plenty wide to be roomy and comfortable.  

Additionally, even though the Lotus has the same depth as a Pack N Play, it is actually lower to the ground. This is important for two reasons:

  1. It makes the side door possible.
  2. It is safer once your little one grows enough to start climbing out...since it's lower to the ground, it's a shorter distance for them to slide over and try and touch the ground with their toes.

Please note: We recommend discontinuing use of the Lotus Everywhere Crib once your child is able to climb out over the top rail (when side door is closed).

The Lotus and the Babybjorn Travel Crib Light have the same similar sized mattress.

However, since the mesh sidewalls on the Lotus are more vertical, and the top opening of the Lotus is larger, the Lotus is much roomier inside.  

 

When packed, the Lotus (24" x 12" x 8") is approximately half the size of the Babybjorn Travel Crib Light (19" x 24" x 6").

Do you sell the Bassinet by itself?+

We no longer have any stock of the Bassinet by itself, and we don't plan to sell it as a standalone product going forward.

Our plan is to only offer it as a Bassinet Conversion Kit, or as part of the Bassinet Kit & Crib Bundle. You can see the Bundle here

How is the bassinet different than the crib?+

The Lotus Crib and the Lotus Bassinet use the same frame.

The Crib mattress is larger than the Bassinet mattress, and the Crib fabric cover is long enough so the mattress can rest on the floor.

The Bassinet mattress is much smaller than the crib, and the Bassinet fabric cover is only 10 inches deep, so your baby will rest close to bed-height. The Bassinet has a rocker base that can be use in both rocking and fixed mode.

When should I transition my little one from the Bassinet to the Crib?+

We recommend transitioning them when they reach 18 pounds, or they are able to push up on their hands and knees or sit unassisted. 

Can I use my Lotus Bassinet Sheets on the Crib?+

You can't use the Bassinet sheets on the Crib as they'll be too small. 

Need a Crib sheet? Check out some options.

Can I wash my Bassinet's fabric cover? +

Yes, the Bassinet's fabric cover is machine washable.  

You can remove it from the frame with the 4 zippers located under the flap on the outside of the frame where the gray material meets the mesh material.

Just wash it on the cold water setting and tumble dry it on the delicate cycle.

Can you fit both the Crib and Bassinet in one backpack?+

Your Lotus bag will not fit both the crib and conversion kit pieces at the same time. It will only fit either the Crib or the Bassinet.

Will the stroller work for me if I’m short or tall?+

Yes! The Roam was designed to fit parents of all heights comfortably with an adjustable handlebar that has four positions from 34” (lowest setting) to 45” (highest setting).

What running features does the Roam Stroller have?+

The Roam Stroller is designed for running. Here are some of the running features:

  • Remote-lock front wheel: Seamlessly change between walking and running on any terrain by flipping the lever near the handlebar — no kneeling down or dealing with wheel locks.
  • Independent suspension: With our swing-arm style rear suspension, the Roam’s wheels move independently over bumps making it ride smoother and track straighter.
  • Airless, All-terrain tires: Rubber tires with the latest foam-filled technology allow air-like performance without any of the hassles or danger of flats.
How compact is the Roam Stroller when it's folded?+

Thanks to our 3D-Fold Technology, the Roam folds 50% smaller than traditional joggers (29” wide x 15” deep x 17” tall), making it easy to take or store anywhere — from a trunk, to a closet, to a New York-sized apartment.

How big is the Roam Stroller compared to other traditional jogging strollers?+

The Roam Stroller is a full-size jogging stroller when it's setup:

  • It's 39” long x 25” wide x 43” tall which is similar to BOB and Thule strollers.
  • The wheels are larger (14" back & 12" front) and feature airless, all-terrain technology.