FREQUENTLY ASKED QUESTIONS

ABOUT THE COMPANY

Where does Offspring based?

Our R&D centre is located in Melbourne, Australia. To minimize operational and distribution cost, our commercial centre is based in Kuala Lumpur, Malaysia.

We trust Australia standard on their safety of their products. Our products are conceptualised according to Australia standards. 

Our baby bath and skincare, and household products are manufactured in Australia and exported to Malaysia, Singapore, Brunei, United States, Canada, Mexico, Russia, Belarus, Kazakhstan, Philippines and we are expanding soon to many more other countries. We are an Australian-Made Licensee

What safety and environmental certifications you have?

We are proud that all of our products are certified by leading environmental intuitions parties. You may check out our certifications here

Are all Offspring products ingredients source from Australia?

We source the highest, finest quality ingredients and material for our products around the world, not limited to Australia.

What makes Offspring products different?

Offspring products are designed with care by parents to parents. Crafted with an extensive knowledge of developing safe, effective and quality products through innovations, at the same time without compromising on sustainability and mother nature. We work closely with our experts all over the world, from material, to ingredients and to formulations, and our team of organic chemists and aromatherapist in Australia to develop our products with accordance to the strict guidelines of Ecocert Cosmos strict certification guidelines.

All of our products are adhered to eco-friendly, environmental standards and audited strictly. And we will continue to gain more certifications to build confidence of use of our products amongst the parents in the world.

Do you test on animals?

No. All of our products are certified Cruelty-Free.

SHIPPING AND RETURN

How long will i get my order?

All orders placed on weekdays, before 3pm eastern time will process the same working day. All orders placed during weekends or public holiday will process the next business day.

Delivery timeline does not include processing time and subject to courier handling processing time. Usually the orders will arrive to you within 5-7 working days depending on your location and shipping volume, during normal season, or take up to 10 working days during peak season and holiday season.

If you're in a hurry, you can choose one of our Premium Shipping Options such as Priority Mail, Next Day Air, 2nd Day Air, or 3 Day Select.

If my parcel is lost, what can be done?

For any missing parcel or missing items in parcel issue, please contact our customer service at support@offspringus.com

Please get ready your order ID, invoice and snapshot the missing items from the parcel for better inspections.

Where do you ship?

We ship to any address in the Continental United States the moment. 

How much does shipping cost?

Any order over $50.00 shipping to any address in the Continental United States is eligible for free ground shipping.

When will my order be processed?

All orders are processed within 3 business days after the order is placed. During sales peak season, order processing might take up to 3-5 working days to process.

Please take note that all orders placed cannot be edited once processing begins, as it will interrupt processing time and processing time may subject to change.

FIRST TIME DISCOUNT CODE

Kindly take note of the following when using your first time discount code :

1. You must be logged into your account to use the discount code.

2. TAKE10 coupon is only valid for your FIRST purchase.

3. The code is applicable with minimum purchase of $12 in a single receipt.

4. Enter the code on the checkout page. 

5. The code is only valid for use in Offspring US website.

SHOPPING WITH US

To continue checkout in our store, you have to have a valid account with us. We do not accept checking out as guest.

RETURNS AND REFUNDS

Can i return the products for a refund, or exchange for a different products?

To be eligible for exchange/return, your product(s) must fulfil these conditions:

1. Return/exchange is only valid within thirty (30) days of receiving the product(s)

2. Product(s) must be in sealed/unused condition. It must also be in original packaging.


3. Product(s) must be purchased online from www.offspringus.com

4. Promotional/clearance product(s) are not eligible for return.

The process for exchange/return of product(s) will be as follows:

1.Email our Customer Care at support@offspringus.com with the following details:

a) Your name
b) Your order number
c) Phone number
d) Email address (as used to register an account with Offspring)
f) Product(s) to return
g) Reason(s) for return

To return your product, you should mail your product to:

1133 Bal Harbor Blvd, Suite 1125, Punta Gorda FL 33950, United States

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

2. Once we have received your product(s), our team will inspect the condition of the product(s).

3. One your return is received and inspected. We will send you an email to notify you that we have received your returned item. At the same time, we will notify you of the approval or rejection of your refund.

If your refund is approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

REFUND PROCESSING

I haven't receive my refund amount yet? What should i do?

If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted. 
If you’ve done all of this and you still have not received your refund yet, please contact us at support@offspringus.com

DEFECTIVE AND DAMAGED PRODUCTS

For defective/damaged products, the above process applies with the following exception :

Please email to support@offspringus.com together with the following details:

a) Your name
b) Your order number
c) Phone number
d) Email address (as used to register an account with Offspring)
f) Product(s) to return

Please take photos that clearly show the damages/defects of the products.

Depending on the case, you may be shipped a replacement product or refunded with the value of the affected product(s) into your store credit.

PRODUCT EXCHANGE

Unfortunately, we do not offer any direct exchange at the moment due to different products nature and product quantities. However you can return the products you no longer want by returning the products.

ABOUT OFFSPRING DIAPERS

Are Your Diapers Biodegradable?

While some companies claim that their diapers are biodegradable in their marketing, there is actually no disposable diaper that is 100% biodegradable or compostable. Our Diapers have been certified by the FSC (Forest Stewardship Council) C149807 for the materials used from sustainable forests reducing our company's footprint. 

Where Are Your Diaper Materials Sourced?

We strive to provide you the best materials sourced globally from Japan, Korea, Europe, and the US. 

What Safety Standards Do You Uphold For Your Diapers?

Our diapers comply with the requirements under the U.S Consumer Product Safety Improvement Act of 2008 (16 CFR Part 1610). The ink used on the diapers has passed the California Prop65 test and meet the requirements of the Lead Content of Children’s Products required by Section 101 of the CPSIA of 2008.

How Absorbent Are Your Diapers?

Our chlorine-free fashion diapers have a patented dual absorbent core technology that allows for locking in moisture quickly while keeping your baby’s skin dry and comfortable for a longer period of time.

Can Your Diapers Last 12+ Hours/Overnight?

Yes, our diapers have superior absorbency to last for overnight use. Though our diapers are able to last overnight, we always encourage parents
to change your baby’s diaper regularly during the day to avoid rashes and bacterial irritation due to prolong exposure or baby’s urine direct on the skin.

Why Don't Your Diapers Have A Wetness Indicator?

The materials used to make a wetness indicator are not in line with our eco-friendly diaper standards. However, we always strive to source the best and safest materials, so we definitely will look into safer ways of providing wetness indicators in the future.

Why An Elastic Waistband?

The waistband plays an important role in keeping your baby's diaper snuggly fit while still being comfortable at the same time. Our waistband also prevents blowouts from up the back of your baby’s bottom.

How Many Diapers Per Month Will My Baby Need?

Newborns, babies, and toddlers all average different diaper counts per day. Newborns use the most - an average of 11/day which is 330 diapers in the first month! That's why our NB/1 size is so wonderful - unlike leading brands with a standard Newborn size, your baby won't grow out of our NB/1 so fast - and you won't end up with multiple packs that you can't use!

When is it the time to size up to bigger size?

When you notice the following:

1. Your baby's diapers are filling up sooner compared to previous wears and leaking because of it. 

2. The elastic band stretches and fits very tight on your baby’s waist rather than sitting comfortably. 

3. When the front waistband of the diaper sits below your baby’s belly button, it
also means that the size is too small for your baby.

What Issues Will I Face If My Baby Wears The Wrong Size?

A good diaper fit should be comfortably snug and sit comfortably on the baby’s waists and thighs. Tip: a good fit should allow for the diaper to sit near or on top of the baby’s belly button. If the diaper is oversized, it will be worn too high up the belly button, or if it’s undersized, it will be worn too low below the belly button.

Diapers that are too loose or too tight in any area will cause issues like leaks, blowouts or irritation. If you choose a size bigger than your baby should be wearing, there is a chance for leaks or blowouts due to the fit not being snug enough. Leaks from the side or any corners when the diaper is still relatively dry or empty can indicate that you’ve picked the wrong size (bigger) than your baby should be wearing. Frequent blowouts up the back/top of the diaper indicates that the fit is too small and the diaper is not able to sit high enough on your baby's back.

DIAPERS SIZING

Our diaper structure runs broader on the base to provide a better coverage on your baby's bum. However, if your baby's weight is fall within the indicated weight (lbs), you are able to select the size based on the indicated weight.

ABOUT OFFSPRING PLANT-BASED WIPES

What Is In Your Wipes?

Offspring biodegradable plant-based wipes are all natural - from the cloth itself to its ingredients. Safe and gentle for your baby’s delicate skin. Our formulation is made using 99% water. The water has multi-layer filtering to ensure the highest purification and filtration. While other ingredients (the remaining 1%) are made of organic-based ingredients, most important of all, our wipes are certified: EWG Verified, Dermatest Certified, Australia Allergy Certified, Made Safe, Toxic-Free, and Cruelty-Free.

We do not use any scents / fragrance / masking agent on our wipes and all scent from wipes are originally from the material and formulation itself.

What Material Is The Wipe Itself?

The material of the baby wipes plays a major role just like the ingredients do! Offspring choses only biodegradable cellulose fibre from Austria, with USDA Bio-Based Preferred Certification. Our biodegradable cellulose fibre wipes contain zero plastic and chlorine which is harmful to your child and to the environment. This material is also able to hold and retain more liquid than other leading wipes, meaning they won’t dry out easily compared to conventional plastic-based wipes. You can use fewer wipes with cleaner results! 

Why Is The Material Embossed?

Our material has an embossed design for easy and effective cleaning up.

Why does your 60gsm material feel lighter compared to normal 60gsm wipes?

Our bio-based and biodegradable wipe cloth doesn't weigh down the material because it doesn’t contain any plastic, therefore it is light and moist, silky and soft, gentle to wipe your baby’s delicate skin.

Do Wipes Expire?

The shelf life of an unopened package of wipes is 2 years from the manufacturing date. You can find the date of manufacturing and expiration date on the bottom of the wipes package. 

Close the lids each time after dispensing a wipe. Store in a cool and dry area.

OFFSPRING ORGANIC RINSE-FREE BUM CLEANSING SPRAY

Do we really need bum spray?

While water is the purest way to cleanse baby's bum, water does not contain anti-bacterial agents which are especially needed for baby’s delicate hygiene area. Rinse-Free Baby Bum Cleansing Spray contains organic mandarin peel essential oil and organic lavender essential oil which act as anti-bacterials to ensure baby's bum is well protected from bacteria. 

How Do I Use Bum Spray?

Spray on baby’s bottom or diaper area during diaper change. Wipe clean with Offspring Plant-Based Wipes. A little goes a long way, one spritz is just the right amount. Spray and wipe for cleaner bum.

Can I Use Bum Spray On Other Body Parts?

Of course! You can use it anywhere there are messes for any age - including your own body, mom and dad! Just spray and wipe off using our plant-based wipes for a cleanse. Parenting Pro Tip: this product is heaven-sent when you don't have time to take shower and need a cleanse yourself - including the under arms!

Is It Organic?

All of our Essential products, including Rinse-Free Baby Bum Cleansing Spray, are Cosmos Organic Certified by Ecocert Greenlife according to Cosmos Standard. Find out more at http://COSMOS.ecocert.com and EWG Verified too.

Is It Safe For Newborns?

Yes, our team of experts in Australia has carefully formulated Offspring Rinse-Free Baby Bum Cleansing Spray to be gentle enough for newborn babies.

What About Eczema?

Many conventional skin products contain fragrances and other ingredients that are common allergens – which make them unsuitable for babies with eczema and can cause more irritation to a suffering baby. On the other hand, Offspring Rinse-Free Baby Bum Cleansing Spray is formulated to be gentle enough for babies of all ages and skin types, using only pure and natural oils derived from organic sources including aloe vera leaf juice, olive oil and combined with the soothing properties of chamomile, lavender, mandarin peel and geranium oil. It doesn’t contain fragrances, perfume or any substance that could trigger allergies, so it is safe to use even for babies with eczema.

You can test to see if it’s safe for your little one – just put a little bit on your baby’s forearm, and if no redness or irritation occurs locally within 48 hours, then your baby isn't intolerant to any of it's ingredients.

What Is In Your Bum Spray?

Our Rinse-Free Baby Bum Cleansing Spray is made of pure, natural and organic ingredients including high content of organic aloe vera, organic olive oil to soothe and moisturize, organic extract of chamomile, organic lavender essential oil, organic mandarin peel essential oil for anti-bacteria purposes, organic geranium flower essential oil to reduce inflammation of skin, and to soothe your little one’s delicate areas.

What Is NOT In Your Bum Spray?

It’s also made absolutely free of SLS, phthalates, phosphates, PEGs, fragrances, and all common allergens, for a soothing touch while keeping your baby's bum fresh and clean.

How much of the ingredients in Offspring Rinse-Free Baby Bum Cleansing Spray is derived from organic farming?

Going beyond the requirements of the Ecocert Cosmos Organic Standard for certification, at least 86.4% of the total ingredients in Offspring Rinse-Free Baby Bum Cleansing Spray are from organic farming, while over 97.9% of the total ingredients are from natural origins.

This Privacy Policy describes how your personal information is collected, used, and shared when you visit or make a purchase from Offspringus.com (the “Site”).

Personal information we collect
When you visit the Site, we automatically collect certain information about your device, including information about your web browser, IP address, time zone, and some of the cookies that are installed on your device. Additionally, as you browse the Site, we collect information about the individual web pages or products that you view, what websites or search terms referred you to the Site, and information about how you interact with the Site. We refer to this automatically-collected information as “Device Information”.

We collect Device Information using the following technologies:
- “Cookies” are data files that are placed on your device or computer and often include an anonymous unique identifier. For more information about cookies, and how to disable cookies, visit http://www.allaboutcookies.org.
- “Log files” track actions occurring on the Site, and collect data including your IP address, browser type, Internet service provider, referring/exit pages, and date/time stamps.
- “Web beacons”, “tags”, and “pixels” are electronic files used to record information about how you browse the Site.

Additionally when you make a purchase or attempt to make a purchase through the Site, we collect certain information from you, including your name, billing address, shipping address, payment information (including credit card numbers), email address, and phone number. We refer to this information as “Order Information”.

When we talk about “Personal Information” in this Privacy Policy, we are talking both about Device Information and Order Information.

How do we use your personal information?
We use the Order Information that we collect generally to fulfill any orders placed through the Site (including processing your payment information, arranging for shipping, and providing you with invoices and/or order confirmations). Additionally, we use this Order Information to:
- Communicate with you;
- Screen our orders for potential risk or fraud; and
- When in line with the preferences you have shared with us, provide you with information or advertising relating to our products or services.

We use the Device Information that we collect to help us screen for potential risk and fraud (in particular, your IP address), and more generally to improve and optimize our Site (for example, by generating analytics about how our customers browse and interact with the Site, and to assess the success of our marketing and advertising campaigns).

Sharing your personal Information
We share your Personal Information with third parties to help us use your Personal Information, as described above. We also use Google Analytics to help us understand how our customers use the Site -- you can read more about how Google uses your Personal Information here: https://www.google.com/intl/en/policies/privacy/. You can also opt-out of Google Analytics here: https://tools.google.com/dlpage/gaoptout.

Finally, we may also share your Personal Information to comply with applicable laws and regulations, to respond to a subpoena, search warrant or other lawful request for information we receive, or to otherwise protect our rights.

Behavioral advertising
As described above, we use your Personal Information to provide you with targeted advertisements or marketing communications we believe may be of interest to you. For more information about how targeted advertising works, you can visit the Network Advertising Initiative’s (“NAI”) educational page at http://www.networkadvertising.org/understanding-online-advertising/how-does-it-work.

You can opt out of targeted advertising by using the links below:
- Facebook: https://www.facebook.com/settings/?tab=ads
- Google: https://www.google.com/settings/ads/anonymous
- Bing: https://advertise.bingads.microsoft.com/en-us/resources/policies/personalized-ads

Additionally, you can opt out of some of these services by visiting the Digital Advertising Alliance’s opt-out portal at: http://optout.aboutads.info/.

Do not track
Please note that we do not alter our Site’s data collection and use practices when we see a Do Not Track signal from your browser.

Your rights
If you are a European resident, you have the right to access personal information we hold about you and to ask that your personal information be corrected, updated, or deleted. If you would like to exercise this right, please contact us through the contact information below.

Additionally, if you are a European resident we note that we are processing your information in order to fulfill contracts we might have with you (for example if you make an order through the Site), or otherwise to pursue our legitimate business interests listed above. Additionally, please note that your information will be transferred outside of Europe, including to Canada and the United States.

Data retention
When you place an order through the Site, we will maintain your Order Information for our records unless and until you ask us to delete this information.

Changes
We may update this privacy policy from time to time in order to reflect, for example, changes to our practices or for other operational, legal or regulatory reasons.

Contact us
For more information about our privacy practices, if you have questions, or if you would like to make a complaint, please contact us by e‑mail at offspring.social.us@gmail.com or by mail using the details provided below:

Offspring US
[Re: Privacy Compliance Officer]
1133 Bal Harbor Blvd, Suite 1125, Punta Gorda FL 33950, United States