FAQs
Your Paperclip Questions, Answered.
Welcome to the Paperclip FAQ page, where we’ve gathered the most common questions to help streamline your experience. Learn about the thoughtful design and sustainability at the heart of our brand, discover how to care for your Paperclip products, and get the lowdown on our shipping and return policies. We’re here to ensure you have all the information you need to make informed decisions about our eco-conscious parenting essentials.
General
Where did the name ‘Paperclip’ come from?
A: Paperclip Parent was the original name for the brand, inspired by the actual office supply, the paperclip. Paperclips are used in our daily lives to keep things together. Paperclip Parent strives to do the same – to create products that help you keep your life together amid all the beautiful chaos.
What was the heart icon in the Paperclip logo inspired by?
A: The circle surrounding the icon represents circularity and the love for our planet Earth. We design products with the end in mind and are mindful of how they will be recycled at the end of their use. The tree represents where our children play – with Mother Nature. It represents growth, awareness, and education. The great arrow represents the greater good. We are greater together if we all do our part in creating a better world for our children. The infinity heart represents where memories are made, where families begin and reunite. Where the sky, land, and water meet. Where life begins, it means our strength as parents, love, and endless lessons.
What makes Paperclip different?
A: Paperclip’s mission is to create products with purpose. We design products that parents feel confident wearing and using and that are fashionable and functional. But what sets us apart from our competitors is our deep-rooted desire to create products that are good for our planet and our children’s future. All of our products and packaging include materials that are recycled or reusable. Our diaper bags are made from recycled plastic water bottles. Our feeding products are made using BPA-free silicone to help prevent the use of single-use plastics and paper goods. Our high chair is made with the cleanest and least disruptive materials we could find, including non-toxic glues and adhesives. When our customers purchase our products, they know they’re supporting a brand that also helps them in return.
Our Products
What safety testing does Paperclip follow?
A: Our products are rigorously tested to ensure their safety and functionality. Our products meet and exceed ASTM standards, mainly due to the use of sustainable and environmentally conscious materials we choose. Our products also pass tests such as CPC testing, which ensures that our products do not contain harmful chemicals such as lead and phthalates.
When is the next product launching?
A: We’re continuously developing new and innovative products that families will love and trust. You can expect to see new diaper bag styles and an expanded feeding collection before the end of 2024. Keep up to date on all the exciting updates by following us on Instagram @paperclip_life. If there’s a product you think we’re missing or have a great new idea, drop us a note by emailing info@papercliplife.com.
Where are Paperclip products made?
A: Our products are designed by a talented team from Los Angeles to NYC. Highly skilled artisans in China then make our products.
How do I clean my Paperclip diaper bag?
A: Both the Willow and JoJo diaper bags can be cleaned similarly. The exterior and interior diaper bag shells should be spot-cleaned with gentle soap and water. The removable changing station should be detached from the bag and can be cleaned in the washing machine on a gentle cycle.
How do I clean my reusable snack stash bags?
A: Each Paperclip feeding product comes with a reusable snack stash bag that can be repurposed for snacks, toys, or other essentials. At the same time, the silicone products are dishwasher and microwave-safe, but the snack stash bags are not. These bags should be hand-washed with gentle soap and air-dried after each use.
I want to leave a review for a product I purchased. Where can I do that?
A: We love it when our customers leave reviews! If you purchased your item(s) directly from our site, you can leave a review on the individual product pages. If you purchased your products through a retailer such as Nordstrom, Buy Baby, Maisonette, or Amazon, please leave your review on the product page from their website to be listed as a verified purchase. Thank you in advance for your valuable feedback!What temperature does food need to be at to trigger the color change in the thermo products?
A: The thermo silicone products will change color when temperatures reach 100 degrees fahrenheit. This might sound hot, but the FDA recommends that the internal temperature of hot foods be at 140 degrees fahrenheit.Although the color-change begins at 100 degrees, there may be certain external factors such as weather, temperature changes and other factors that may differ from customer to customer.
Never rely on the color-change as a thermometer to test food. Always use your best parental judgment on if foods are the appropriate temperature to serve to your little ones.
How do I care for my thermo silicone products?
Thermo products should avoid exposure to UV rays as they will make the color of the silicone unstable. Frequent exposure to sunlight will cause the products to lose their color-changing effect.
How do I care for my silicone feeding products?
I hand washed my silicone products and now they taste like soap. Help!
To get rid of any unwanted tastes or smells, we’d suggest the following care routine:
- Dampen your silicone product with water and scrub a generous amount of baking soda onto the product to form a paste.
- Leave the paste to dry for a few hours.
- Rinse the product with hot water.
Ordering, Shipping & Returns
Would you happen to offer any discounts for new clients?
Can I update my shipping information after an order has been placed?
A: If your products have not already shipped, we’ll do our best to accommodate a shipping address change. Email us at orders@papercliplife.com, and we’ll do whatever we can to ensure your order gets to the correct address.
Can I use multiple promo codes at the same time?
A: Only one promo code can be used during a single transaction. Feel free to hang on to your other promo codes so that they can be applied to your next order!
How do I check the status of my order?
A: You will receive updates from us at every step of the fulfillment process. Upon checkout, you’ll receive a confirmation email with your order number. Once your order has shipped, you’ll receive another email with a tracking number and estimated delivery date. You can refer to this tracking information at any time to check the status of your delivery. You will also receive a final email notification once the order has been delivered so you can enjoy your products immediately!If you cannot locate your order number or tracking information, contact us at orders@papercliplife.com for further support.
What is the return policy?
A: Here at Paperclip, we aim to make returns as simple as possible. Here’s how it works:
- You have 21 days after receiving your order to return your item(s), as long as it isn’t a FINAL SALE item.
- All diaper bag returns must be unused and with all tags attached. All feeding products must be unused and returned in their reusable snack bag packaging.
- Please get in touch with returns@papercliplife.com to begin the return process. In your correspondence, please make sure to include the following:
- First and Last Name of the Purchaser
- Reason for Return
- Order Number (this can be found in your Paperclip account or original order confirmation email!)
- What item(s) are being returned
- Next, place the 4-digit order number you received from Customer Service on the outside of your return package. This step is essential! We can’t accept any returns without an order number on the package.
- Finally, please send your return to us using a trackable shipping method (such as UPS, FedEx, etc.). Please note that we are not responsible for goods lost in transit if a trackable method is not used. The price of return shipping is the full responsibility of the customer.
How do I make an exchange?
A: We understand that sometimes customers change their minds about product styles and colors, and we’re happy to offer exchanges if the original product(s) have not been used. Here’s how it works:
- You have 21 days to return or exchange your item(s) after receiving your order, as long as it isn’t a FINAL SALE item.
- All diaper bag returns must be unused and with all tags attached. All feeding products must be unused and returned in their reusable snack bag packaging.
- Please get in touch with returns@papercliplife.com to begin the exchange process. In your correspondence, please make sure to include the following:
- First and Last Name of the Purchaser
- Reason for Exchange / Desired New Item
- Order Number (this can be found in your Paperclip account or original order confirmation email!)
- What item(s) are being exchanged
- Next, place the 4-digit order number you received from Customer Service on the outside of your return package. This step is essential! We can only accept returns or exchanges with an order number on the package.
- Finally, please send your item to us using a trackable shipping method (such as UPS, FedEx, etc.). Please note that we are not responsible for goods lost in transit if a trackable method is not used. The price of return shipping is the full responsibility of the customer.
- Once you have been refunded for your original purchase (or sooner if you do not need the initial funds to complete a new purchase), you can return to our site and purchase the new item(s) you choose.
I bought my products from an unauthorized retailer and want to return or exchange my items.
A: Unfortunately, we cannot receive returns or process exchanges for products purchased through 3rd party retailers. We are aware of unauthorized parties selling Paperclip products on Amazon and eBay. We are actively alerted by our valued customers, retailers, and distributors and are working to resolve these issues.Shipping PolicyA: We ship everywhere in the US, including Alaska, Hawaii, and Puerto Rico. We also ship to Canada. At this time, we are unable to ship to PO Boxes.Our policies by location are as follows:US Shipping PolicyShipping within the continental US is free for orders with a subtotal over $200. If your order is under $100, you will incur a shipping fee between $7.99 and $60, depending on the products. We ship products via UPS or USPS and offer Ground, 2nd Day Air, and Next Day Air shipping services.Orders typically process in 1-3 business days and are then shipped using your preferred delivery service method indicated during checkout. Please allow extra time for shipping during peak and holiday periods.If you need your products by a specific date and are unsure if the shipping method you selected will get them to you in time, please email us at orders@papercliplife.com, and we’ll do our best to help.Canada Shipping PolicyWe offer shipping to Canada for a fee through DHL Express. We ship to all provinces, and shipping rates, duties, and taxes will be reflected in checkout. From the time of order, processing time is 1-2 business days. From there, Canadian customers can expect an average transit time of 5-10 business days from the time of shipment. This average estimate does include customs clearance, but of course, delays can happen. Paperclip does not have any control over customs clearance.Additional Shipping InformationIf an item in your order is on backorder or you’ve purchased a preorder item, we will ship out any in-stock items first so as not to hold up your entire order. The back-ordered or preordered item will ship as soon as it is in stock, according to the date indicated in your order confirmation.Once your order ships, we’ll send you a live tracking link so you can follow each step of your order. It will typically take 1-2 business days for your order to process before shipping. US orders take about 3-7 business days to arrive once processed, and 5-10 business days for orders to Canada.
How do I cancel an order?
A: If you need to cancel your order and it has not yet been shipped, please get in touch with us at orders@papercliplife.com as soon as possible. If you have already received a tracking number and shipment notification, your order has been fulfilled and can no longer be canceled. You can still return any unwanted items according to our return policy.
When can I expect to receive a refund?
A: Please allow three business days for our warehouse to receive and process returns. Once the product(s) have been inspected, we will process a refund for the order total minus the shipping costs. Credit card refunds should appear on your bank statement within 5 to 10 business days.Gifting & Adding to Your Registry
How can I purchase a Paperclip gift card?
A: We do not offer physical gift cards at this time. We’re happy to provide you with a digital gift card that can be emailed to the party of your choice in any denomination. Please get in touch with us at orders@papercliplife.com to inquire.
Can I add a custom gift message?
A: Currently, we cannot offer custom gift messaging during the checkout process. If you want to include a message in your order, please email orders@papercliplife.com within 2 hours of placing your order. Please include the order number and the message you would like to send. All messages must be 20 words or less. Upon receipt, we’ll create a handwritten gift message and include it in the package before shipping.
How do I add Paperclip products to my registry?
Babylist: Every product on our site has an easy one-click option to add to your Babylist registry. Click that button, log into your Babylist account, and add the product to your registry.Amazon: All Paperclip products are sold on Amazon.com, and adding them to your Amazon Registry is simple. When logged into your Amazon Registry, you can search for our products and easily add them to your wish list. Ensure you’re adding products directly from our Paperclip storefront, as 3rd party sellers are not authorized to distribute our products.