We're in this Together.
The rapidly changing circumstances around managing the spread of COVID-19 has us all on high alert.
Add to that our role as parents—nurturers, teachers, providers, the glue that holds our little families together—and it heightens the anxiety we're all feeling right now.
While we take pride in our everyday practices to maintain a clean facility, our first priority is to maintain a safe environment for our team. Many of our team are fortunate enough to work remotely, and we thank our Nook HQ crew for being on the front lines. Our second priority is doing our best to continue delivering excellent products to you. Currently, our online store and warehouse are open so we can continue to send Nook products to you, our valued customers.
As the US and the world continue to respond to this unprecedented pandemic, we may experience challenges and delays beyond our control. We will continue to update this page based on the government mandates in specific regions. Known impacts include:
- Shipping times may be impacted based on local restrictions.
- Delivery services may be impacted.
- Returns, exchanges and warranty claims may be impacted.
Thank you for your understanding during this time. Please don't hesitate to reach out to our Customer Service team with any questions!
While our small, but mighty staff has implemented all of the applicable CDC recommendations to ensure the safe and healthy handling of your products and shipments during this time, we recommend that you consult the guidelines outlined by the CDC for proper sterilization for coronavirus.
Sending love and health,
Your Nook Family
Orders and Shipping
Will My Order Be Affected by COVID-19?
We are currently able to fulfill all of our orders and shipping times have not changed. With the recent changes to California's restrictions, we may experience delays and will update you as we receive any news. Rest assured, we are doing everything we can to get your order to you and your children and our Customer Service team is here to answer any questions or concerns you may have.
Returns and Exchanges
Will Returns, Exchanges & Warranties be Affected?
Returns & Exchanges
We are currently not accepting returns/exchanges in our warehouse. However, if the return form is filled out within the 30 day return/exchange window, we will honor the return and will inform you when you can safely ship the product back to us. We will fulfill our commitment to 100-Night Free Trial customers, but there may be a delay based on unforeseen circumstances beyond our control based on specific state and government restrictions. So long as you have your order receipt and have registered your product, your 100-Night Free Trial will be honored.
We are currently able to respond to warranty inquiries and open claims, but the shipment of replacements will be delayed. Please refer to the warranty policy here to determine if your product is eligible. The only exception is for replacements for items purchased from Nooksleep.com within 30 days. To begin the warranty process, please follow the instructions here: https://nooksleep.com/pages/warranty.
Coronavirus on Packages
Can Coronavirus/COVID-19 Live on Packages?
According to the CDC, it is extremely unlikely that COVID-19 is able live on any packaging. "Because of poor survivability of these coronaviruses on surfaces, there is likely very low risk of spread from products or packaging that are shipped over a period of days or weeks at ambient temperatures," according to the CDC.
Dr. Michael Ison, who studies viral infectious at Northwestern University put it more bluntly in an interview with NPR: "It's not going to be transported on a box."
While much is still unknown about the disease, according to the CDC, "touching a surface or object with the virus and then touching one's own face is not thought to be the main way the virus spreads."
We still recommend following all CDC guidelines of opening packages outside and wiping any deliveries down before bringing into your home. The research shows that the virus "can be inactivated within a minute by disinfectants that contain more than 60% alcohol, hydrogen peroxide bleach or household bleach."
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