How can we help?

Top Questions
Shipping
Returns
Warranty
Lotus Crib
Lotus Bassinet
When can I expect to receive my Guava products?+

We've put together some estimated lead times from the time you order until delivery to your door in a few popular regions and states at the Shipping Page. Check it out to figure out when you can expect to get your order. 

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 compare in size to other travel cribs? +

The Lotus is the same depth as a Pack 'n Play (25inches), and the mattress is 3 inches longer and 3 inches narrower (42in x 24in).

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 is approximately half the size of the Babybjorn Travel Crib Light.

Is my little one too big for the Crib?+

The Lotus Crib is generally useful until around 2.5 years or longer (depending on how quickly your child grows/develops).

The Lotus crib does not have a weight limit, as the mattress is supported by the floor.

We do have a warning that says to discontinue use after your child reaches 35" in height.

Note: this height restriction is a federally mandated warning that all travel cribs & pack n plays have.

How do I return my Lotus? +

We offer a 30-day Free Return policy.

We just want to make sure you're happy with the Lotus. We think you will be, and we'll even pay for the return shipping if you decide to send it back within 30 days. You can read more about this here. Also, we offer a 1 Year manufacturer's warranty.  You can read more about that here.

How do returns work?

Returning your purchase is simple:

  1. If your purchase doesn’t live up to your expectations within 30 days of receiving the product then you may return it for a full refund
  2. Returns must be unused, in the state you received them, and back in the original packaging
  3. We’ll pay for shipping back to us. Just send an email to family@guavafamily.com within 30 days of receiving your product. Speed things up by sending your Order ID and describe why you’ve chosen to return the product(s). This won’t affect your return in any way, but it’s really helpful feedback for us as we continually work to improve all of our products.*

*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.

 

When can I get the Lotus if I buy today?+

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 FedEx Ground Service map above to see how many business days it will take for your order to arrive.

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?+

Any order shipped to the contiguous 48 states using ground shipping ships for free, no matter how small the order is. 

Unfortunately, we do charge for shipping to Hawaii and Alaska. You can see this shipping amount in your cart.  

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

Unfortunately this happens occasionally. The most common reason is that Fedex 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 FedEX to start a trace to locate the package.

 

Will I need to sign for my delivery?+

There is no signature required for delivery, so it's not a problem if you aren't home.

Do I need to sign for my order?+

We ship the Lotus crib via FedEx with no signature required.  

If you prefer that it is not left if you are not home, your best bet would be to call FedEx 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 we are working on setting up a warehouse in Canada. This is not yet available, however.

Right now Amazon.ca is the only option to order Guava Family products in Canada.  

you can find the Lotus on Amazon.ca 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.

 

How do I return my Lotus? +

How do returns work?

Returning your purchase is simple:

  1. If your purchase doesn’t live up to your expectations within 30 days of receiving the product then you may return it for a full refund
  2. Returns must be unused, in the state you received them, and back in the original packaging
  3. We’ll pay for shipping back to us. Just send an email to family@guavafamily.com within 30 days of receiving your product. Speed things up by sending your Order ID and describe why you’ve chosen to return the product(s). This won’t affect your return in any way, but it’s really helpful feedback for us as we continually work to improve all of our products.*

*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.

What is the return policy?+

We offer a 30-day Free Return policy.

We just want to make sure you're happy with the Lotus. We think you will be, and we'll even pay for the return shipping if you decide to send it back within 30 days. You can read more about this here. Also, we offer a 1 Year manufacturer's warranty.  You can read more about that here.

How do returns work?

Returning your purchase is simple:

  1. If your purchase doesn’t live up to your expectations within 30 days of receiving the product then you may return it for a full refund
  2. Returns must be unused, in the state you received them, and back in the original packaging
  3. We’ll pay for shipping back to us. Just send an email to family@guavafamily.com within 30 days of receiving your product. Speed things up by sending your Order ID and describe why you’ve chosen to return the product(s). This won’t affect your return in any way, but it’s really helpful feedback for us as we continually work to improve all of our products.*

*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.

 

Once I’ve sent in my purchase, how long does it take to get my refund?+

Once we’ve received your purchase back, 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 in person?+

Since we only sell online, we’ve created a very low pressure, 30-day return period for you to order and check out your purchase.

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 to our facility if you choose to return the purchase.

Have more questions about our return policy? Read more here

How do I make use of the warranty if I think my Lotus is defective?+

We're a small company and we’re laser focused on making sure you’re happy. 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. A couple pictures will help illustrate your concern, so please include those when possible.

Can I get a replacement cover or other parts?+

Yes! If you’ve lost or need new parts to replace worn out Lotus parts, check out our selection of replacement parts here.

Get in Touch+

We look forward to you joining the Guava Family. 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

What is the warranty for Guava Products?+

All Guava Family products carry a 2-year Manufacturer's Warranty. This covers any defects in manufacturing to ensure that your product remains in full operational condition. Normal wear & tear is not covered, but pretty much everything else is covered.

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.

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 is approximately half the size of the Babybjorn Travel Crib Light.

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)

 

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

The Lotus is the same depth as a Pack 'n Play (25inches), and the mattress is 3 inches longer and 3 inches narrower (42in x 24in).

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).

Will the Fun Shade fit in the backpack?+

Yes! The Fun Shade and Lotus Sheets can be stuffed into the backpack with the Lotus Crib.

Do the Bassinet or Crib come with a sheet? +

The sheet is not included with the Lotus Crib, you can find sheets available for purchase here: http://www.guavafamily.com/collections/lotus-accessories

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.