Check out a few of our most frequently asked questions:
RETURNS & EXCHANGES
Can I return my items?
Absolutely! We can confidently say that we will accept back any product, at any time for any reason for a full product refund Original shipping charges, tax and Route shipping insurance are not able to be refunded.
We’ve checked the return policies of all the major bottle brands, and as far as we can tell, Mason Bottle is the only brand with a flexible return policy. All other bottle brands only accept returns on un-used and un-opened products. But how can you know if bottle really works for your family without trying one first?!You can’t. So we decided to create a new policy that puts families first.
To start your return please send us an email at firstname.lastname@example.org and our dedicated care team will be happy to assist you.
*This policy applies to items ordered on masonbottle.com. only. If you purchased from one of our retail partners, please contact the retailer directly for their return policy. Any items in our Clearance section or items listed as "Final Sale" are exempt from this policy.
I don't want to return my items, can I just exchange them?
Due to the nature of our items, we handle exchanges just as we do a return, but instead of us waiting to receive your items and then sending you new product, when we receive your items you're wishing to exchange, we simply issue you store credit. This allows for you to purchase the items you need that best suits your family at the time of the exchange. Store credit never expires, so you can use it whenever the time suits you best, for whatever products you need at the time.
I sent my items back but haven't received my refund yet. Can you help?
All of our refunds are sent to our Tennessee based returns center for processing. Returns are processed through as they are received and your refund will be processed once your return is processed through. When your refund is processed, it can take 3-5 business days for the refunded amount to show on your bank account or credit card statement.
You will receive an email once your refund is submitted.
SHIPPING & DELIVERY
Do you offer international shipping?
Yes! We happily ship all over the world. Shipping costs will apply, and will be added at checkout.
We definitely understand that international shipping can be expensive, so we always offer 20% off on international orders to help offset the shipping cost. Simply email our team at email@example.com and they will provide you with the discount code!
For overseas deliveries, we recommend allowing 3-4 weeks for your order to arrive. Delivery details will be provided in your confirmation email.
Which shipping carriers do you use?
USPS is our primary shipping carrier; however some of the heavier orders (new jar sets, etc) may ship UPS.
How long will it take to get my order?
While the majority of our orders ship within 4-7 business days (excluding weekends and holidays); this does not encompass all orders. Our factory works diligently to get all orders out of the door as quickly as possible, however there are many factors (low stock, out of stock, restocks, and staffing shortages) which may push the shipping outside of this window.
If you need your order quickly, most of our products are available for 2 day shipping on Mason Bottle's Amazon store.
How can I track my order?
You can track your order by logging into your Mason Bottle account and viewing your recent order.
My order says "delivered" but I don't have it. What can I do?
If your order is stating it is delivered but you didn't receive it, we recommend contacting your local post office and inquiring about the missing package.
Please send us an email at firstname.lastname@example.org within 24 hours of your package stating "delivered" so that we can work alongside you in getting your package to you. Thankfully, technology has advanced so USPS scanners will track GPS coordinates and they are able to usually retrieve mis-delivered packages or locate them otherwise.
Why a mason jar?
At Mason Bottle, we believe healthy doesn't have to be high end. Since glass baby bottles can be expensive, we knew making a bottle compatible with mason jars would help families save money, especially if they already have jars at home. Mason jars are also a cleaner and more cost-effective alternative to breast milk storage bags. Simply store breast milk in a mason jar, then add the Mason Bottle nipple to turn it into a bottle.
Why a wide nipple?
The width of a mason jar lends itself perfectly to a breast-like nipple shape that is easier for babies to latch onto.
What is it about the wide nipple? We can't say exactly, but we can tell you that we have shipped 20,000+ orders, and have a 3% return rate. If your baby didn't take to our nipple, please reach out to us at email@example.com; we would love to see how we can help.
How can I tell the nipples apart?
When you look at the top of the nipple, you can tell which size it is by the pattern of the holes:
Slow Flow: 1 Hole
Medium Flow: 2 Holes in a Straight Line
Fast Flow: 3 Holes in a Triangle Shape
Flexible Flow: Y Shaped Cut
What are the Mason Bottle nipples, straws and sleeves made out of?
Our nipples, straws and sleeves are made from medical grade silicone.
Where are Mason Bottle products made?
We make all of our silicone nipples, silicone straw tops, silicone sleeves, plastic rings and plastic caps in the USA and we make our glass jars, stainless steel jars, and single-piece storage lids in China
On our Where It's Made and Why page, you can see detailed origin information.
Are Mason Bottle products dishwasher safe?
Yes! All of our products are dishwasher safe, but if you are using the metal lid and band, we recommend rinsing and immediately and thoroughly drying these pieces to extend their life.
Do I need to sterilize my Mason Bottle?
We recommend cleaning the bottle before first use. To sterilize the nipples, simply boil them in water for 5 minutes. We have a super informative blog post about sterilizing and cleaning, as well. You can check that out here.
Can I use a bottle warmer with my Mason Bottle?
Absolutely! We have compiled a list of 6 bottle warmers that fit Mason Bottle's. Check it out here!
We do recommend to remove the silicone sleeve from the jar prior to using a bottle warmer, simply because silicone is an insulator and it can take much longer for the bottle contents to get warm with it on.
Can I pump directly in to mason jars?
You absolutely can! There are 2 different adapters available that streamline pumping in to mason jars. You can read more about them (and find the links to purchase them) right here on our blog.
Are Mason Bottle products anti-colic?
All of our nipples are designed with our FussFreeTM Ventilation System. This dual valve system allows air to be taken in and milk to flow smoothly out with no air bubbles to help prevent gas and colic.
Bonus: Our system is flawlessly built into the top of the nipples, so no special tubes, collars, bags or extra pieces needed!
Are your products free of BPA, BPS, Phthalates and lead?
Yes! All of our products have been extensively tested and are free of BPA, BPS, Phthalates and lead.
Can I use a traditional metal ring with Mason Bottle products?
Yes! The metal rings are compatible with every Mason Bottle with the exception of the Cap to Plastic rings.
My shipping address is wrong, can I change it?
Due to our quick fulfillment times, we cannot guarantee that we will be able to change the shipping address. Send us an email at firstname.lastname@example.org with your order number as soon as you realize the incorrect address and we will see if we will be able to change it.
I noticed my billing address is incorrect. Can you update this?
No. Due to security reasons, we cannot edit or change billing information. If for some reason, your order is declined due to a billing address issue, please just update your address and resubmit your order.
My discount code won't apply. How can I get my discount?
Some of our discount codes are 1 use per customer, some are only for certain items and others will expire based on the end of a sale or other promotion. If you are using a discount code that is saying "invalid" and you feel it should be valid for your order, please send us an email to email@example.com and we would be happy to assist you in getting your code applied.
I forgot to add my discount code. Can this be retroactively applied?
Yes. If you are eligible for the discount code that was forgotten at checkout, we can absolutely apply that to your order for you!
If you haven't placed your order yet: Our 24/7 live chat can assist you in getting that code applied to your order and a streamlined link back to your cart with that code applied. You can access this chat in the lower right corner of the window.
If you have already placed your order: Please send us an email at firstname.lastname@example.org and we would be happy to assist you with getting that code applied.
If you received Free Shipping on your order, and applying a discount would take the subtotal below the Free Shipping threshold, we will NOT be able to retroactively apply a discount code to your order.
I ordered the wrong item. Can this be removed from my order?
Yes! We have all been there! Don't worry. If you ordered the wrong item, we can edit your order providing it hasn't been fulfilled yet.
If it has been fulfilled, when you receive your items, we can get you a return label to send it back to us for a refund if you are still not wanting that item.
I placed my order a few days ago and you guys are running a sale now. Can I be retroactively given the discount?
Unfortunately not. Out of fairness for all of our customers, we are unable to apply a sale discount code to an order that was not placed during the sale period.
Can I cancel my order?
If you need to cancel your order, as long as it has not shipped, we can cancel it for you no problem. You would just need to send us an email at email@example.com with your order number and your request to cancel your order.
An Item in my order arrived damaged or broken.
First and foremost, we are sorry you received a damaged or broken item. We understand how disappointing this is. We want you to be happy with your order, and will replace any broken items free of charge. Simply head to our Live Chat and let them know your order number and items that were broken and someone from our Care team will reach out to get you replacements.
OFFERS & PROMOTIONS
Are there any discounts for new customers?
Yes! You can sign up for our mailing list by clicking here and you will receive an automatic 10% off. We also have an SMS program you can subscribe by clicking on the SMS Popup or the yellow button on the bottom left.
Once subscribed, we send other discounts and offers periodically through these channels.
Do you offer bulk discounts?
We do not offer a discount for bulk orders. We do sell jar sets and gift sets that include a bulk discount. If you are on our mailing list, you’ll know when these items are on sale for an even greater value
WARRANTY & GUARANTEE
I dropped my bottle and the jar broke. Do you offer replacements?
Yes. One of the top hesitations we get when it comes to our bottle system is the glass breaking. While our bottles are extremely durable, we can’t claim that they are unbreakable because accidents do happen.
We offer top quality glass jars to ensure you are receiving a durable, high quality product and accompanied with our silicone sleeve; the reports of our bottles breaking are slim to none.
However, we do understand accidents happen so we offer a one-time free “glass only” courtesy replacement. After the first free replacement, we would be happy to get you a replacement jar out at a discounted rate. This offer is valid only for customers with a US shipping address in the 48 contiguous states only. Simply message our live chat agents and our customer care team will help you get a replacement processed. We kindly ask that you do not send us your broken glass items, it may be a safety hazard to our staff.
Do you have a product guarantee?
Yes! We have a 100% satisfaction guarantee. We pride ourselves in having one of the most, if not the most encompassing guarantees in the baby bottle industry. We want our customers to be satisfied with their purchases and our products and stand behind our quality and manufacturing.
If for any reason, you are dissatisfied with anything please use our 24/7 live chat to let our agents know so we have the opportunity to rectify any situation we can.
We will need your order number and you may be asked for images of the defective items by our Customer Care team.
Didn't Find Your Answer?
Our live chat agents are available 24/7 to assist you in answering any further questions you may have. You can access our live chat by clicking on the blue chat icon on the bottom right.