How do you clean a TWELVElittle bag? Are the bags machine-washable?

How do I start a return or exchange? Can I return or exchange a gift?

I received a manufacturer defective bag. What can I do?

We take pride in our quality and offer a One-Year Warranty for every TWELVElittle purchase. So if you’ve received a defective bag, please email a photo of the defective area and proof of purchase to customerservice@twelvelittle.com  

For more information, go to our Warranty page.

My order did not come with the advertised parts that come with the bag, such as the changing pad, extra strap, stroller clips, and Gift-with-purchase items. What should I do?

Please email customerservice@twelvelittle.com with your order number, and a description of what you are missing. We will ship the missing part upon a receipt and confirmation via the customer's email.

Please allow up to 14 days to process and send out from the date of receipt. 

I forgot to apply a discount code for my order. Is there any way I can apply it now?

If you ordered online within the past 24 hours, please email customerservice@twelvelittle.com  with your order number and the discount code, and we will apply it to your order. Please do not go ahead and cancel the order.

Can I use more than one discount promo code on my order?

Unfortunately, our system only allows one promo code to be entered for each order.

Do you offer a military discount?

Please email customerservice@twelvelittle.com to obtain a military discount code.

Can I cancel an order after it has been shipped?

If you have placed an order in the past 24 hours, chances are that your order hasn’t shipped. So please email customerservice@twelvelittle.com with your order number and we will see if the shipment can be cancelled.

If the order has already shipped, we unfortunately cannot cancel the order, but you can start a return process if you do not want the bag anymore. Please note that there will be a restocking fee incurred for all returns.

Please see our detailed Return Policy page.

Can I make changes to the order, payment info and shipping address, after the order is placed?

Please email customerservice@twelvelittle.com  ASAP with your order number and with the changes you wish to apply. If the order has not already shipped, we may be able to apply the changes or cancel the order so you can start a new purchase. However, if the order has already shipped, we cannot cancel the order at that point.

Tracking states my order has been delivered but I did not receive my package. What should I do?

Please wait at least 24 hours as the package may not be at your door exactly at the same time the tracking confirmation is submitted. If after 24 hours, you still don’t see your package, please first check with your neighbors to see if they received it, as some deliveries are accidentally left in front of the wrong home. If the package is not with any of your neighbors, then please email customerservice@twelvelittle.com

Do my past purchases apply towards the Tribe Points rewards program?

Purchases made prior to 02/01/20 are not eligible for Tribe Points. Sorry!

How long does it take for customer service to respond to my email?

We respond in the order of emails received, and we try not to exceed 48 hours for a response. But during peak season, please understand that our response may be delayed 2-3 days.

Is there a phone number to contact TWELVElittle?

For customer service related inquires only, you can contact our customer service team at: 214-580-9991 or 214-580-9984.
Calls will be answered between the hours of 9:30am - 12:30pm CST and 2:30pm – 5:30pm CST.

For all other questions regarding general product information, please go to each product description for details. All bag measurements, weight and strap length are listed under each product. If you have any further questions and inquiries, please email customerservice@twelvelittle.com.