Frequently Asked Questions
If you have questions not answered below please contact us at support@aylabag.com.
The following items are included in every Ayla Bag: stroller straps, reusable silicone snack bag, reusable wet bag, insulated bottle/snack bag, a removable, washable liner, and wipeable changing pad. The only item that is an ADD ON is the Vacuum.
Due to the speed at which we strive to get our product to our customers, we cannot edit orders after they are placed. This includes: editing colors, sizes of bags, and shipping addresses.
Ayla & Co is not responsible for shipping orders to the incorrect address, if that is the address that was provided by the customer.
We are unable to edit orders after they are placed, so PLEASE make sure your shipping address is correct; especially adding apartment/unit numbers.
Ayla & Co. is not responsible for lost/stolen packages. All customers are provided the option to add shipping insurance (for a small charge) to their orders. This is automatically added to your cart. By opting out, the customer assumes responsibility for any liability such as damaged, stolen, or lost in transit items.
Yes, it is sold separately and is the perfect addition to your Ayla Bag. It can also be purchased on its own and works as a handy car accessory.
We are currently not shipping to the outside of the United States. We do however, ship to APO addresses. Please see our policy page for more information on shipping.
All Ayla Bags and Ayla Mini Bags have a beautiful cream washable liner. The Brown, Green, Ivory, and Pink Bags have a stunning Rose Gold Hardware. Our Black Bags have a complementary Gunmetal Hardware. And our Peacock Collection is paired with a classic soft Yellow Gold Hardware.
We are currently shipping to the US, and APO addresses. We do not ship Internationally.
Ayla + Co. strives to ship orders within 48-72 hours of when the order is placed. During high traffic periods, such as sales, orders can take longer to fulfill.
Customers living within the Continental United States should receive their orders within 5-7 business days after their shipping has updated.
Customers living in Alaska and Hawaii should expect longer shipping times.
Please note that shipping carrier delays are out of our control.
The Ayla Bag and included accessories (not including the Ayla Vac) weigh 4 lbs. The Ayla Vacuum weighs 1 lb. The Ayla Bundle (bag, vacuum, and all included accessories) weighs 5 lbs.
Our warehouse address is 1546 S 4650 W, Salt Lake City, UT 84104 and local customers can request "Will Call" pick up at checkout for in person pick up.
Any bag purchased through The Outlet is FINAL SALE, and is not subject to our regular manufacturer warranty.
Unfortunately, we do not allow discount codes when making purchases from The Outlet. Please go ahead and save those codes for purchases on full price items!
Returns and Exchanges
We understand that sometimes things just aren’t a good fit and that’s ok. If you don’t love your Ayla Bag or Ayla Vac and want to return it, here is what you can expect. Merchandise can be returned for a full refund (minus the cost of the return shipping and restock fee) if received within 30 days of the date you received your product.
We will only accept returns on unused merchandise and require proof of purchase with your original confirmation email.
If more than 30 days has passed since you received your product, or your product has been used we will not be able to accept a return. We reserve the right to deny any items that do not meet our return policy requirements. If the item is used or damaged we will reject the return and ship the product back to the customer.
If you received a damaged product, have product issues, or have any other concerns, please email support@aylabag.com.
If your merchandise doesn’t meet your expectations, please email us at support@aylabag.com within 30 days of the date you received your product. Please include reason for return and your original confirmation email. If your return meets our requirements we will email you a return label for your product.
Items must be in new condition and include the following: all hardware still wrapped in protective plastic, all parts and accessories (such as snack pouch, stroller straps, and wet bag) must be included, and the return item must be packed in its protective dust bag. We understand that packaging from the strap of the Fanny Pack will be missing. The customer will be responsible for paying the return shipping and restock fee.
Items purchased through The Outlet are FINAL SALE and are sold AS IS. They cannot be returned.
Once you have received your return label, pack all your items into the original box, ensuring that everything is packed nicely to avoid damage. Affix the return mailing label on the outside of your shipping box. Drop your package off at a USPS or FedEX location. The label is prepaid so no need to wait in line.
Once our warehouse has received and inspected your return items, your refund will be issued within 7-14 business days and you will receive an email confirmation that your return has been completed.
We are currently not shipping Internationally right now.
International orders are FINAL SALE. No returns accepted.
Kickstarter sales are FINAL SALE. No returns accepted.
We do not accept exchanges. If you want a different color you will need to purchase the new item (to guarantee availability) and then initiate a return on your current item by emailing support@aylabag.com.
Due to the speed at which we strive to get our product to our customers, we cannot guarantee we can edit orders after they are placed. This includes: editing colors, sizes of bags, and shipping addresses.
Outlet bags are sold AS IS, and are FINAL SALE. They cannot be returned.
We do require all original packaging to be in place when a customer returns their bags. For Fanny Pack returns, we understand the packaging around the belt will be removed for trying on; however, the remaining packaging needs to be in place for the bag to be accepted. If packaging is missing upon receiving the return, it will be deducted from the customer's refund.