FAQs / Customer Care

 Confused? Frustrated? Just plain curious? Here are some common questions regarding kissed baby, slings, and our company policies. If your question hasn't been answered below, please feel free to contact us.

Winter special: How to sling in cold weather














My sling arrived Monday. I am really enjoying it. (my 6-month-old is, too!) The directions that you included were great. This sling is much easier than the padded one to adjust. [...] I only have one complaintI can never go anywhere without someone commenting on my wonderful sling!!!!!!
—L.H., Sautee, Georgia

Read what people are saying about kissed baby . . .



FREQUENTLY ASKED QUESTIONS

 Sling Wear and Care

 What exactly is a sling? Did you invent it? Go >>
 Will my child fall out of the sling? Go >>
 Is it necessary to put my arms around/hold on to a child in the sling? Go >>
 When is a good age to start my baby in the sling? Go >>
 Will my newborn be "lost" in all those folds of fabric, or be positioned too loosely? Go >>
 It looks like my baby is "squished" in the sling. Will his spinal development be negatively affected by being
     worn in the sling too much, or at too early an age? Go >>
 Will my child's physical development be delayed by his being worn too much? Go >>
 Will I spoil my child by carrying him too much? Go >>
 Will my child be too heavy in the sling? Go >>
 What are the weight recommendations for your slings? Go >>
 How do I determine my size? Go >>
 I tried a sling once and it hurt my back. What went wrong, and should I try again? Go >>
 Aren't pack-style carriers better? Go >>
 Aren't padded slings better? Go >>
 How do I know which size is right for me? Go >>
 How do I wear my sling? Go >>
 Are there other uses for the slings? Go >>
 How do I take care of my sling? Go >>
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Ordering  |  Payment  |  Returns, Exchanges  | Warranty

 Where do I buy?/How do I order? Go >>
 Why don't you sell through many retailers now? Go >
>

 
How do I become a retailer/distributor? Go >>

 What forms of payment do you accept? Go >>
Do you charge sales taxes? Go >>
 
The total that appears from my on-line order doesn’t seem right. How do I correct it? Go >>
 
Do you offer any discounts or promo codes/coupons? Go >>
 
How do I cancel my order? Go >>
 Can I add to my order after I submit it on-line? Go >>
 
What is the return/exchange policy on your products? Go >>
 How do I return an item? What is an RMA #, and why do I need one?
Go >>
 Can I have my item gift-wrapped? Go >>
 I need a really special sling for a really special occasion. Do you take custom orders for sling? Go >>

 Do you have a printed catalogue? Go >>
 How do I request/suggest a new product? Go >>
 What is the warranty on your products? Go >>

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Shipping  |  Tracking  |  Ordering Problems/Issues

 What are your shipping fees? Do you ship outside Canada? Go >>
 How long does it take to ship an item? Go >>
 I have an important baby shower to go to/My baby is due this week! Can I order rush delivery? Go >>
 
Can I have my order shipped to a different address than my own? Go >> 
 
Do you ship to P.O. boxes or military addresses? Go >>
 
Does your shipping fee include insurance and a tracking option? Go >>
 How do I track my order? Go >> 
 Can I pick up my order from you, or visit your location? Go >>
 I never got a confirmation e-mail. Did my order go through? Go >>
 My order never arrived. What should I do? Go >>
 My order arrived later than promised. Can I get reimbursed or compensated? Go >>
I received the wrong products/damaged products. What should I do? Go >>
 My shopping cart appears empty even though I added items to it. What's wrong? Go >>
 What are cookies? Go >>
 How do I enable cookies in my browser? Go >>
____________________________________

Privacy and Security

 Is this a secure site for on-line payments? Go >>
 Will I receive junk mail if I give you my e-mail address, or sign up for your newsletter? Go >>
 What is your privacy policy? Do you sell or trade my personal information? Go >>
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ANSWERS

Sling Wear and Care

  What exactly is a sling? Did you invent it?

A sling is basically a length of fabric, often with a fastener (rings or sometimes simply a knot) at one end to adjust for size. The fabric creates a "pocket" in which to hold a baby, and this pocket imitates the positioning of an adult's arms. This is a very basic way of carrying a baby close to you (or "wearing" a baby), while freeing your hands to do other things at the same time. The sling, in one form or another, has been used by millions of parents for many decades, all around the world.

Many people have asked me if I "invented" the sling. I did not. I simply perfected the shoulder design for optimal comfort, and made it more appealing to a large number of wearers, through the use of fun and fashionable fabrics. The shoulder design is my own; I did not copy it, and I don't frequent the popular on-line babywearing forums or groups (I never even knew most of the terms for different sling shoulder styles, until a friend explained them to me). So if you see a sling shoulder out there that looks like a kissed baby sling, it's either a coïncidence, or a good knock-off.


  Will my child fall out of the sling?
No way. As long as you're wearing the sling correctly (and we'll be happy to answer any of your questions, if you still don't have the hang of it after consulting the Instructions booklet or DVD), your baby is perfectly safe in there. Basically, your baby's bottom or whole body fits into a "pocket" of fabric which doesn't open unless you do it yourself.  As for the metal rings, they won't slip apart or come undone accidentally because your baby's weight pulls them down tightly.

To put it another way, the sling is like a hammock for a baby. When was the last time that you laid or sat
properly (and by "properly", we don't mean in a way that puts you in a Funniest Videos compilation) in a hammock, and fell out?

  In some of your photos, it looks like your hands are supporting the child. Is this necessary with the sling?

No, you don't need to support your baby with your hands. You know how sometimes you don't know what to do with your hands when being photographed? Well, that's the case here. Unlike some other "hip-hugging" styles of carriers on the market, the sling is secure, and does not require you to hold on to your baby for safety.

  What is a good age to start my baby in the sling? Will my newborn be "lost" in all those folds of fabric, or be positioned too loosely?
Just as it's never too early to hold a newborn, it's never too early to sling a newborn. (Although it's generally not advised for some premature babies, because of their extremely small size and structure.) Our children were in a sling or baby carrier of some sort from as early as four hours old!

The unpadded sling is so adjustable that you just tighten the fabric sufficiently in order to fully support your infant's weight, and adjust the fabric around or away from your baby's body, as needed. A young baby who has no head support yet will need to be fully supported by having fabric behind his head. Most babies will love the feeling of being swaddled and wrapped in fabric and held tightly against your body. If they don't, they'll let you know by fussing, and you can try at a later time, or find an alternative method.

  It looks like my baby is "squished" in the sling. Will his spinal development be negatively affected by being worn in the sling too much, or at too early an age?
The sling is the baby carrier that most naturally imitates a pair of arms holding a baby in each of the six positions available. Baby's body supports itself evenly in the pouch of fabric of the sling, whereas in a pack-style carrier (or other types of "hip-hugging" styles of carriers), your child is "suspended", and supported mainly by the groin area, with his legs always separated into two leg holes. This has raised concern with some doctors and chiropractors, especially where it concerns a newborn with under-developed bones.

  Will my child's physical development be delayed by his being worn too much?
As you know, every child's development is unique, and may or may not follow the "guidelines" set by other people. That being said, the simple answer is, "No, slinging does not delay your child's physical development." Our first kissed baby was in the sling about 70% of the day in her first year, and she was crawling, standing, walking, etc. at about the same rate as the other babies on the block. On the other hand, her mother and uncles were never worn in a baby-carrier of any kind, and they didn't walk until they were between 18 months and 27 months (!). Go figure!

  Will I spoil my child by carrying her too much?
An emphatic no! You could do a lot worse things to spoil your babies than to give them the physical contact and touch that they need. Please don't be afraid to wear your baby because of what other people may think or say to the contrary. Imagine if you had just spent nine months being close to the person who loves and nurtures you the most, and then all of a sudden, find that you're deposited somewhere to sit or lie down by yourself. For more information on "baby-wearing", see our topic, "Why Wear Your Baby", or read what a few good paediatricians like Dr. William Sears have to say on the subject.


  
Will my child be too heavy for me to carry in a sling?

We would say that in most cases, the answer to that is, "No." Consider that the average 10-year-old probably carries around 10 lbs. of books and school supplies in a backpack everyday. Surely then, most adults can carry a baby's weight, evenly distributed in a properly-worn sling. In fact, most adults probably already carry their baby or toddler in their arms; a sling just distributes the baby's weight better and makes it easier for you to do what you've always been doing.

Let's just say that the owner of the company is a petite 5'1", and can easily sling a 30-lb toddler in the sling. Obviously, if you have major physical problems, do not put more stress and burden on yourself than you need to.

  What are the weight recommendations for your slings?
Our slings are recommended for use with babies from approximately 3 to 14 kg (7 to 30 lbs). We are often asked why the upper weight restriction is set at 30 lbs and not more. This is purely for your—the adult wearer's—own comfort. We could indeed state 35 or 40 lbs as a maximum weight, as is indicated by some other baby carrier brands (and the fabric and rings could certainly support this, and more). However, we find that many adults don't or can't support that weight for an extended period of time. Thus, we like to give you a reasonable expectation so that you'll be a happy sling-user. And if you're comfortable using your sling beyond 30 lbs, then we're all for it!


  How do I determine what size sling is right for me?
Our slings are measured according to the wearer (adult). To determine your size, measure the wearer diagonally from one shoulder to the top of the opposite hip (e.g. right shoulder to left hip), then refer to the charts below:

Ring Slings:
                            
  Size A Ring Sling on a 5'1" model
*If pregnant, measure over your back rather than over belly.


If shoulder to opposite hip is

 less than 85 cm / 34" Size A
 more than 85 cm / 34" Size B
 If wearers are different sizes  Size B (larger) 
 Custom sizes also available.

Pouch Slings:
                                     Size PA Pouch Sling on a 5'1" model
*If pregnant, measure over your back rather than over belly.

If shoulder to opposite hip is

 50-54 cm / 20"-21"
Size PA
 55-59 cm / 22"-23"
Size PB
 60-64 cm / 24"-25"
Size PC 
 65-69 cm / 26"-27"
Size PD 
 70-74 cm / 28"-29"
Size PE 
 75-79 cm / 30"-31"
Size PF
 Custom sizes also available.

 
Mei Tais:
  
 One size, with adjustable shoulder and waist straps.


  
How do I wear my sling? Are there other uses for the slings?

All kissed baby slings/carriers come with a detailed Instructions Booklet and how-to DVD. You can get an overview, and ideas for other uses for the slings, on our How to Wear page.

  I tried a sling once and it hurt my back. What went wrong, and should I try again?
If your back hurt, is it possible that you were using a padded sling? If so, read why we recommend unpadded over padded, or see our testimonials from some of our satisfied customers who have converted to an unpadded sling.

If you had trouble with an unpadded sling, is it possible that you were not positioning it correctly on your body? A sling that is worn too loosely, or not spread out adequately on your shoulder (is high on your neck), or even twisted, almost always leads to back and/or shoulder pain. A sling worn with improperly-placed rings can also lead to discomfort. You can consult the detailed Instructions Booklet or DVD that is provided with all 
kissed baby slings, for proper wearing instructions.

   I hear so much about pack-style carriers like the Baby Bjorn* or the Snugli*.  Aren't structured carriers better for babies than a sling?
Nope, uh-uhn, no way. Click here to read why we recommend a sling over a pack-style carrier.

  I hear so much about padded slings like the Over the Shoulder Baby Holder (OTSBH)* or the Nojo*.
Aren't they better? Nope, uh-uhn, no way. Click here to read why we recommend an unpadded sling over a padded one.

  How do I take care of my slings?

Cotton
:
Machine wash on a regular cycle with a cold-water wash and rinse (cold prevents stains from setting). A regular tumble-drying or hanging on the clothesline is fine. Be sure to wrap the rings in a sock or other fabric item, to prevent the tumbling of the metal rings against the inside of your appliances.

Silk/Silk blend:
The 100% silk and silk-blend brocades, like any fine garment, should be dry-cleaned or washed by hand, for best results. They will lose some of their sheen with regular wash and wear, and may develop a "wrinkled" look as the silk fibres are broken in. (This is normal, and does not affect the strength of the sling.)
These silk blends can also be washed by machine on a cold-cold delicate cycle. To minimize the wrinkled look, iron on a low setting as you gently stretch the fabric out by hand.

Beaded/embellished slings:
These should be washed in a mesh laundry bag to protect the beading.

General maintenance:
Over the months and years, you should check the seams from time to time, to make sure that they're still secure. All of our slings are under warranty for a period of one year.

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Buyer's Guide  |  Ordering  |  Payment  |  Returns, Exchanges  |  Warranty

 Where do I buy?/How do I order?
You can buy our products exclusively from us in our on-line store, or find products at a few select retailers.

 Why don't you sell through many retailers now?
We eliminated a large number of our retail and distribution outlets because they were difficult accounts to manage, and were absorbing too much of our time that could have been better devoted to you, our direct customer. We provide direct answers to your questions, especially if you have problems with babywearing. Only a few select retailers have been kept because they provide exceptional, personal service.

 How do I become a retailer/distributor?
We do not fill many requests for new retailers/distributors. However, we will consider special cases. Please contact us and keep in mind that Canadian businesses will need a GST number. U.S. businesses need an IRS number to facilitate the import process. All other countries, please provide a business license number.


 What forms of payment do you accept?

We take payment through PayPal on our on-line store. PayPal will accept funds from your own banking account or credit card. Within Canada, we also accept electronic money transfers (also known as Interact e-mail money transfers). Established retail accounts can also choose to pay by cheque.


 
Do you charge sales taxes?

All Canadian customers pay 5% GST. All Ontario customers pay 13% HST. Non-Canadian customers do not pay any taxes.

Your tax charge is dependent on your shipping address. For example, if you live in Ontario but you want to ship a sling to Alberta, you would only pay GST for the Alberta destination, and no Ontario PST.

 The total that appears from my on-line order doesn’t match the total on my invoice. How do I correct it?
We may have to adjust taxes and shipping fees, but will send you a correct invoice before shipping out your item. If the corrected invoice shows a higher amount, you will be asked to pay the difference before shipment. If you have a promotional discount or store credit/refund that cannot be entered with a coupon code, please remind us in the “Special Instructions” box upon check-out.

 Do you offer any discounts or promo codes/coupons?
If your order total is more than $150 CAD (excluding taxes and shipping), you will receive free shipping.
Multiple-item orders or small orders less than one sling will qualify for a combined-shipping discount.
In addition, once you make a purchase from our on-line store, your sales receipt will show a coupon code for a 10% discount on future orders, for your own use, or to pass on to a friend.

Additional promo codes or coupons may be available during promotional campaigns on our Facebook page, or elsewhere.

 How do I cancel my order?
If your order has not already been shipped, please cancel your order as soon as possibly, by e-mail or phone. Once your order has been shipped, you will be responsible for any shipping charges for returns.

 Can I add to my order after I have already submitted it on-line?
Yes. If your order has not already been shipped, you can add to it simply by e-mail or phone . Shipping charges may increase, depending on the weight of the package. Alternatively, you can log in to your account in our on-line store and add your item as a new order. We will combine your items into one order, and adjust for any shipping increases or discounts.

 What is the return/exchange policy on your products?
If you purchased directly from us, we want you to be happy customers, and will happily take back any item within 30 days. Item must be in good, re-sellable condition. After 30 days, if you are unsatisfied for any reason, we will work with you to see if you qualify for a store credit. Please allow up to two weeks for your return/refund to be processed.

If you purchased your items from a retailer/distributor, please contact them directly for their own policy on returns and refunds. If your product is defective, your retailer/distributor will contact us for a suitable replacement or refund. 

 How do I return an item? What is an RMA #, and why do I need one?
If you purchased directly from us, please send to our mailing address, which is indicated in your order. We would prefer that you contact us for a Return Merchant Authorisation (RMA) number prior to returning your item. If you don’t have an RMA #, you can still return your item, but having an RMA # expedites the process.

If you purchased an item at a retailer/distributor, contact them directly about their specific return/ exchange policy.

 Can I have my item gift-wrapped?
Yes, you can choose to have your order packaged in our gift box, with custom
kissed baby ribbon and gift card, for an additional $5. You can add this option in the on-line store.

 I need a really special sling for a really special occasion. Do you take custom orders for slings?
Yes, under certain circumstances and as time allows us, we will take orders for custom slings. You should contact us about appropriate fabrics (we reserve the right to not accept certain fabrics). If you will be supplying your own fabric, custom-work fees will range from $50 to $100, depending on the fabric type. Keep in mind that the production time on a custom order is anywhere from two to four weeks.

All shipping fees are the responsibility of the buyer. All custom-made orders are non-refundable, except in cases of a default in workmanship or a default in our own materials (rings).

 Do you have a printed catalogue?
We all want to cut down on paper and printing costs, so we no longer offer paper catalogues. If you would like a PDF version, please e-mail us.

 How do I request/suggest a new product?
We always welcome your feedback and suggestions on new products or improvements to existing products. The best way to send feedback to us is via e-mail.

 What is the warranty on your products?
All
kissed baby slings/carriers are guaranteed against defects from workmanship or material, for a period of one year from purchase date. Full warranty information is included in the Instructions Booklet that is provided with each sling.
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Shipping  |  Tracking  |  Ordering Problems/Issues

 How long does it take to ship an order?
If the items are in stock, we will ship within 24 hours. Custom-made items, including those with Optional Add-on Features, may take up to two weeks. 
Estimated transit (shipping) times are as follows, in business days:

Within Canada

1-5 days

To the U.S.
3-7 days

Other international destinations

5-14 days

 What are your shipping fees? Do you ship outside Canada?
We ship to all destinations around the world, via Canada Post. Express service is also available through FedEx. Shipping fees are as follows:

Within Canada

$8 CAD. Tracking number and insurance up to $100 included.

Orders over $150 (before taxes) FREE shipping
To the U.S.
$12 CAD. Tracking number and insurance up to $100 included.

Other international destinations

$15 CAD. Tracking and insurance are extra.

 I have an important baby shower to go to/My baby is due tomorrow! Can I have rush delivery?
We offer rush delivery (next-day or within 2 business days) with Purolator courier or FedEx. Please contact us for details.

 Can I have my order shipped to a different address than my own?
Yes, we can ship to a recipient at another address, with a gift receipt. You will receive a sales receipt at your billing address. Please note you will be charged taxes according to your shipping address. E.g. If your billing address is in Québec but you ship to Ontario, you will be charged GST + Ontario PST.

 Do you ship to P.O. boxes or military addresses?
Yes, we can ship to P.O. boxes and military addresses via Canada Post or rush via Purolator. We cannot send a rush delivery via FedEx to P.O. boxes.

 Does your shipping fee include insurance and a tracking option?
Shipments within Canada and to the U.S. include insurance and a tracking option. Other international orders can have insurance and tracking added for an additional cost.

 How do I track my order?
Canadian and U.S. shipments will include a tracking number and instructions upon shipment.

 Can I pick up my order from you, or visit your location?
Our address is for corresondence only, and is not available for order pick-ups.

 I never got a confirmation e-mail. Did my order go through?
When you submit an order through our on-line store, you should always receive a confirmation e-mail to the address that you provided. Because these e-mails are generated automatically by a computer, occasionally they are mistaken for junk mail by e-mail filters or firewalls. Be sure to check your junk e-mail folder or “Spam” box, and set your e-mail filters to accept e-mails from “kissed baby”. Also, make sure that your e-mail is spelled correctly!

If you didn't receive a confirmation e-mail within a few minutes of your order, please contact us to confirm.

 My order never arrived. What should I do?
Our estimated transit times are listed in business days, and does not include weekends or holidays. See chart above. Orders going to non-Canadian addresses may be delayed due to customs inspections or brokerage delays. If your order still has not arrived within a reasonable time frame, please contact us within 2 weeks of the expected delivery date, and we will do our best to track down your order, or send you a replacement product.

 My order arrived later than promised. Can I get reimbursed or compensated?
Our estimated transit times are listed in business days, and does not include weekends or holidays. See chart above. Orders going to non-Canadian addresses may be delayed due to customs inspections or brokerage clearing. If your order did arrive later than promised even after taking into consideration these conditions, please contact us, and we will try our best to work with you and the carrier to get you a refund on your shipping fees. There will be no reimbursement of product fees.

 I received the wrong products/damaged products. What should I do?
Please inspect your order as soon as you get it. If you received the wrong/ damaged products, please contact us right away so that we can send you an RMA # and instructions on how to send the order back to us on our shipping account.
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Check-out Problems  |  Cookies

 My shopping cart appears empty even though I added items to it. What is wrong?
This may be because the cookies option is not enabled in your browser settings. To fix this problem you will need to turn cookies option on (see detailed instructions below).

 What are cookies? How do I enable cookies in my browser?
Cookies are tiny text files that web sites set in your PC to help your browsers remember information. To enable cookies, follow one of the following options:

If you are using Microsoft Internet Explorer 6 or above:
> Click on “Tools” on the menu bar.
> Click on “Internet Options”.
> Click on the “Privacy” tab.
> Set slide bar to “Medium” or click “Default” button.
> Click OK to exit.

If you are using Microsoft Internet Explorer 5
> Go To “Internet Options”. This is under either “View” or “Tools”, depending on version.
> Click “Security Tab”.
> Click “Custom Level”.
> Scroll down to “Cookies”.
> “Allow cookies that are stored on your computer” should be checked as enabled. If it is not, please check it.
> “Allow per-session cookies (not stored)” should be checked as enabled. If it is not, check it.
> Click OK to exit.

If you are using Mozilla Firefox
> Open the “Tools” menu.
> Choose “Options”.
> Under the “Privacy” tab, go down to “Cookies”.
> “Accept Cookies from site” should be checked as enabled. If it is not, check it.
> Click OK to exit.

If you are using Netscape
> Open the “Edit” menu.
> Choose “Preferences”. 
> Under the “Privacy & Security” category, click “Cookies”. (If no subcategories are visible, double-click the category to expand the list.)
> Choose “Enable cookies for the originating web site only”. 
> Click OK to exit.

If you are using AOL 
> Type keyword “Preferences”. 
> Click “Internet Properties”. 
> Click “Security Tab”. 
> Click “Custom Level”. 
> Scroll down to “Cookies”. 
> “Allow cookies that are stored on your computer” should be checked as enabled. If it is not, check it. 
> “Allow per-session cookies (not stored)” should be checked as enabled. If it is not, check it. 
> Click OK to exit.

If you are using third-party cookie- blocker software, refer to the manual supplied by the third-party software.
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Privacy and Security

 Is this a secure site for entering my credit card information?
Yes. All information is encrypted and submitted through a secure 256-bit encryption connection. Look for the padlock icon or the "https" prefix in the address bar of your browser when you enter our on-line store.

 Will I receive junk e-mail if I give you my e-mail address, or sign up for your newsletter?
Your e-mail address is kept on file only for important notifications such as any possible product recalls or notifications. If you sign up for our e-newsletter, you will only receive mailings about our news and updates. You can opt out of the newsletter mailings at any time, simply by sending us an e-mail with the word "Unsubscribe" in the subject heading.

 What is your privacy policy? Do you sell or trade my personal information?
We hate junk mail as much as you, and so we respect our customers’ privacy and we do not sell or trade your information. All information provided to us is securely stored and completely confidential. Your personal information is only used to process your order, and to contact you for important notifications such as possible product recalls. We will never sell your information to a third party. For complete details, please read our User agreement.



Last updated: 15 March 2015
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