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FAQ (Frequently Asked Questions)
General
Q: What is Unheard Lullabies?
A: We’re a remembrance store and community space created by parents who’ve experienced miscarriage. We offer healing gifts, personalized keepsakes, and a safe place to share stories.
Q: Who is this store for?
A: Anyone who has experienced a miscarriage, pregnancy loss, or baby loss — or anyone supporting someone who has. Our products are made with empathy and sensitivity.
Q: Do I need to create an account to order?
A: No, you can check out as a guest. But creating an account allows you to track your orders, manage returns, and participate in our forum.
Ordering & Products
Q: Can I personalize an item with a name or date?
A: Yes — many of our items can be customized. Just look for the “Personalization” field on the product page.
Q: Can I send a gift directly to someone else?
A: Absolutely. You can enter a different shipping address at checkout, and you can optionally include a gift message. We also offer discreet packaging upon request.
Q: What if I made a mistake on my personalization?
A: Contact us as soon as possible at [email protected] — if we haven’t started production yet, we’ll correct it for you.
Q: I’m buying this during a tough time. Will it arrive gently?
A: Every item is wrapped with care and optional discreet packaging. We understand the sensitivity and will always treat your order with compassion.
Shipping
Q: Where do you ship?
A: We currently ship across Canada and the USA. If you’re elsewhere, contact us — we may be able to help.
Q: How long does delivery take?
A: Most orders ship within 2–4 business days. Delivery time varies by location and shipping method (Standard or Express). View full details on our Shipping & Delivery page.
Q: How do I track my order?
A: You’ll receive a tracking number by email once your order ships. If you didn’t receive one, check your spam folder or contact us.
Returns & Refunds
Q: Can I return an item?
A: Non-personalized items can be returned within 14 days of delivery. Personalized or custom items are non-refundable unless damaged. Please read our Refund & Return Policy for full details.
Q: What if my order arrives damaged?
A: Please email us within 7 days with your order number and a photo. We’ll offer a refund or replacement.
Community & Support
Q: How do I join the forum?
A: Just create a free account and start browsing or posting. The forum is moderated for safety and support.
Q: Can I share my story or memorial?
A: Yes. You can post in our forum or submit your story for our blog if you wish to inspire or comfort others.
Q: How can I contact you?
A: Email us any time at [email protected]. We typically respond within 24–48 hours.
Still have questions?
We’re here to help — gently and without judgment.
Reach us at [email protected]