Returns & refunds
We want you to be satisfied with what you buy from us. Most new, unused items can be returned within 30 days of delivery for a full refund. Below is the full policy — what's covered, how the return process works, and the specifics on exchanges, international orders, and final sale products.
The short version: return new, unused items within 30 days for a refund to your original payment method (or store credit if you have an account). Shipping charges aren't refunded. Final sale items can't be returned. International customers need to declare returns correctly at customs. Start a return by filling out the Return Request Form and shipping it with the items to our Las Vegas address.
Return policy basics
We accept returns on most items in resalable-as-new condition within 30 days of delivery.
What's returnable
- Unworn, unwashed items with tags still attached
- Items in the original branded manufacturer's packaging
- Returns postmarked within 30 days of delivery
What's not returnable
- Washed, used, or worn products
- Items without original packaging or tags
- Clearance and sale items marked FINAL SALE
- Returns postmarked after the 30-day window
A restocking fee may apply in two situations:
- The original branded manufacturer's packaging is missing or damaged. The packaging is part of what makes the item resalable as new — without it, we can't put the item back into regular inventory without rework.
- The item shows signs of wear, lint, pet hair, or contamination. Depending on condition, items like this may also not qualify for a refund at all.
To avoid either: keep items in their original packaging and handle them carefully until you've decided whether to keep them.
Trying a product on to check size and style is fine — it doesn't count as wearing the item and doesn't trigger a restocking fee, as long as the other conditions (tags attached, original packaging intact, no signs of wear) are still met.
For cloth diapers specifically, trying them on over clean underwear is fine. What's not allowed is actually using the diaper — a diaper that's been used for its intended purpose can't be returned for hygiene reasons.
The shipping fee you paid at checkout isn't refunded when you return items — this includes international shipping fees and any shipping upgrades you selected. Only the product cost is refundable.
How to return an item
Return address
ECOABLE LLC (BC Returns)
4780 W ANN ROAD
STE 5-139
N LAS VEGAS, NV 89031
Download the Return Request Form — it includes the return address as a printable label.
Return shipping & fees
Who pays for return shipping
Customers are responsible for return shipping costs and any applicable customs duties, taxes, or import fees associated with the return.
Prepaid return labels (U.S. orders only)
If you'd prefer we handle the return shipping logistics, prepaid return labels are available for U.S. orders. Contact us to request one — we'll review your return details and send you a link to purchase the label directly on our website. The label fee is based on your specific return (weight, destination) and is non-refundable.
Prepaid return labels aren't available for international returns.
Refunds & timing
Refunds are processed within 5 business days of us receiving your return. The actual money typically shows up on your end within another 3–10 business days, depending on your bank or card issuer.
Where the refund goes
If you have an EcoAble account and were signed in when you placed the order, you can choose between:
- Refund to original payment method — back to the card or account you used at checkout.
- Store credit — applied to your EcoAble account for a future order. Store credit never expires.
Guest checkout orders
If you checked out as a guest (no EcoAble account), refunds go only to your original payment method. Store credit isn't available for guest orders because we need an account to associate the credit with. If you'd prefer store credit for future purchases, contact us — we can help you create an account before we process the refund.
Include your refund preference on the Return Request Form (original payment method or store credit). If nothing is specified, refunds go to the original payment method by default.
Exchanges
We don't process direct exchanges. Instead, we handle it as a return plus a new order — which usually gets the new item to you faster and lets you make any adjustments to size or color at the same time.
Lost, damaged & undelivered packages
Once we hand a package off to the carrier, what happens next is partly out of our hands — but we handle problems case by case and work with you to reach the right outcome. The process depends on what exactly went wrong.
Tracking shows "delivered" but you didn't receive the package
When the carrier's tracking confirms delivery to the shipping address on your order, this isn't a situation we're able to refund or replace for. The carrier has completed the delivery as instructed and we have no way to recover the package from that point.
If this happens to you, here's what to do:
- Check with neighbors, household members, and your building's mail room — packages are often left with someone nearby.
- Wait 48 hours — carriers sometimes mark packages delivered before the final drop-off.
- Look around porches, side doors, garages, and any outbuildings where the carrier might have left it for safekeeping.
- Contact the carrier directly (USPS or UPS) with the tracking number — they can sometimes provide GPS data or driver notes about where exactly the package was left.
- File a lost-mail claim with the carrier if you believe there was a delivery error on their end.
We're happy to help you think through next steps — contact us and we'll share any information we have from our end, but we can't issue refunds or replacements for packages the carrier has marked delivered.
Package is lost in transit
If a package goes missing before delivery — tracking shows no movement for an extended period, or the carrier loses the package — the process is:
- Contact us with your order number. We'll reach out to the carrier to start a trace.
- We file a shipping insurance claim with the carrier. This is standard practice and how carriers cover lost packages — but it takes time on the carrier's end to investigate and approve.
- Once the claim is approved, we issue your refund or replacement. You choose which you'd prefer at the start of the process.
The claim process typically takes 1–3 weeks depending on the carrier. We know that's slow, but it's how shipping insurance works — we need the claim approved before we can complete the refund on our side. We'll keep you updated throughout.
Package arrives damaged
Contact us with photos of the damaged packaging and the items inside, along with your order number. We handle damaged shipments case by case — depending on the situation we'll arrange replacement, refund, or work with the carrier on an insurance claim. Taking photos before unpacking further makes this faster.
If a package arrives visibly damaged, report it within a few days of delivery. Carriers have short windows for damage claims — waiting too long can make even legitimate claims impossible to resolve.
International returns & customs
International returns work the same as U.S. returns — same 30-day window, same resalable-condition requirements — but the customs declaration matters significantly. A mislabeled return shipment can cost you your refund.
Customs declaration requirements
- Clearly label the package as "Returned Goods"
- Include the original order number or reference
- Declare the value as returned goods being sent back, not a new sale
- Don't assign duties to the receiver (EcoAble) — the sender handles any outbound customs on a return
If a return shipment is declared incorrectly — marked as a new sale, "personal belongings," or shipped with duties assigned to EcoAble — any customs duties, taxes, brokerage fees, or import charges we incur will be deducted from your refund. If a shipment is refused, abandoned, or returned to you due to unpaid customs charges on our side, the refund may be denied entirely.
When in doubt, ask your local post office or customs authority how to declare a returned-goods shipment before sending.
Final sale products
Products marked FINAL SALE — typically clearance and closeout items — are non-returnable and non-refundable. This is clearly indicated on the product page before you buy.
If a Final Sale item is sent back anyway:
- No refund will be issued.
- The item is available to be sent back to you, but you're responsible for the return shipping cost.
- If you don't arrange for the return within one week of us receiving it, the item becomes EcoAble property and no further claims will be considered.
Before buying a Final Sale product, make sure of the size and fit — the guide pages for baby, big kid, and adult cloth diapers cover sizing in detail. If in doubt, contact us before ordering.
Amazon, eBay & other platforms
If you bought EcoAble products on Amazon, eBay, Walmart, or any other third-party platform, returns are handled through that platform's return system — not through our Return Request Form. We can't process returns for purchases made outside ecoable.net because the order records, payment processing, and refund handling all live on the platform where you bought the item.
Check the platform's return policy for the specific window and process — they vary by seller and marketplace.
Still have questions?
Contact us before starting a return if you're unsure whether an item is eligible, need a prepaid label, or have a complicated situation (damaged shipment, wrong item sent, etc.). For warranty claims on defective products, see our warranty policy — defects are handled separately from standard returns.