FAQs
Q: Is your shipping really discreet?
A: Absolutely! We take great pride in ensuring that our shipping is completely discreet. Before any product leaves our central processing warehouse, it is individually wrapped in an opaque bag with a non-descriptive label. When your order is packed up at one of our 40+ fulfillment centers, all pre-packaged items are placed in a box with no packing slip, and the shipping label indicates that the order was sent from "DS-DD".
Q: Do you offer international shipping or shipping to Hawaii and Alaska?
A: Currently, we only ship within the 48 contiguous states. However, we are working on expanding our shipping options to include all of the United States as well as international shipping. Keep an eye on our social media accounts for updates!
Q: I'm waiting for an email from Diaper Sharks but haven't received anything. Where is it?
A: It's possible that our emails are getting flagged as spam. Please check your spam, junk, or promotions folder to make sure you don't miss any important communications from us.
Q: Can you ship to UPS, USPS, FedEx, or other drop boxes?
A: Unfortunately, we are unable to ship to drop box locations because we use over 12 carriers to meet our expedited shipping plan.
Q: I only received part of my order. Where is the rest?
A: Don't worry! Because we distribute from over 40 warehouses across the country, sometimes an item may not be in stock at the nearest warehouse to your location. In such cases, that item will be shipped from the next closest location, which may result in multiple shipments for a single order.
Q: I see that you frequently run giveaways on social media. Can I participate if I don't live in the United States?
A: We understand that everyone loves giveaways, but for now, our giveaways are only open to residents of the United States. We are actively working on expanding our shipping options to include international shipping, so please stay tuned for updates!
Q: I ordered one of the new 11,000 ml capacity packs, but my pack still has the old capacity. Why is that?
A: Thank you for your question! While the 11,000 ml capacity is indeed a new measurement of absorbency, it doesn't necessarily mean that the product itself is new. Rearz recently updated the way absorbency is measured, and as a result, many of our existing products are able to hold a higher capacity than previously thought. Although your pack may not reflect this update, we assure you that the absorbency has been tested and verified. We apologize for any confusion and appreciate your patience as we wait on updating receiving updated packaging to reflect this change.
Q: Do you offer a military and first responder discount?
A: Our favorite question! We have a high respect for our heroes and offer a 10% discount to active duty military, veterans, and first responders from the US as well as all allied countries at our store.
Q: Why is there no update or information in my tracking status?
A: Sometimes our carriers do not provide us with real-time updates on the tracking information. We recommend visiting the website of the assigned carrier and entering your tracking number there. This will give you the most up-to-date information that the carrier has provided.
Q: Can you provide me with the specific arrival time of my package?
A: Unfortunately, the tracking information available to us is the same information you see. While some carriers may offer estimated delivery times, it is not always guaranteed. If your tracking information does not include an estimated delivery time, we apologize, but we have no way of determining the exact arrival time.
Q: I selected free, 3-day delivery for my order placed on Friday night, but it won't arrive until Wednesday. Why is it late?
A: We understand the confusion, but your products are not actually late. When calculating delivery times, weekends are not included, and only business days are taken into account. In this case, Wednesday is within the expected delivery window and considered on time.
Q: If I enter the wrong address for shipping, can I get a refund or replacement?
A: We can't offer a refund or replacement for customer-entered incorrect addresses. If the package returns to us, we can arrange a replacement, but shipping costs are your responsibility.
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