Customer Service
Serving Santa Monica, West Los Angeles, Greater Los Angeles, San Fernando Valley, all of Southern California and the Western United States, and Nationwide!
Shipping
WEIGHT-BASED STANDARD SHIPPING TO CALIFORNIA: $4.95 AND UP*
WEIGHT-BASED STANDARD SHIPPING TO MID-WEST AND WESTERN US: $5.95 AND UP*
WEIGHT-BASED STANDARD SHIPPING TO AL, CT, DE, DC, FL, GA, KY, LA, ME, MD, MA, MI, MS, NH, NJ, NY, NC, OH, PA, RI, SC, TN, VT, VA, WV: $5.95 AND UP*
SHIPPING FOR ORDERS OVER $100 (pre-tax): FREE*
* Some exceptions for unusual, bulky or heavy shipments, with or without notice on product pages. ALASKA & HAWAII PLEASE EMAIL US AT SANTAMONICA@PUMPSTATION.COM FOR A SHIPPING QUOTE.
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To ensure that your package is properly delivered and you receive shipment within the time frame we advertise, please make sure your address is fully entered and correct, along with an active contact phone number, preferably mobile. Use correct abbreviations and have spaces inserted properly, we cannot take responsibility for incorrect information.
- Please note after your payment is authorized and verified, it can still take up to 36 hours to process your order. If you place your order after 1pm Pacific Time, your order will not be processed until the following day. Your order will be shipped after it is processed, not necessarily from the date it is placed. This is an estimate, and doesn't include weekends or holidays.
- When your order has been shipped, you will receive an email with tracking information.
- If your tracking information states that your package was delivered and you have not received it, this must be addressed with the relevant shipping service (e.g. United Parcel Service or United States Postal Service).
If packages are returned to us "refused" or otherwise "non-deliverable" and it is not our error, The Pump Station will deduct 15% or actual shipping cost, at our option, from any refund that may or may not result. This includes purchases that originally included Free Shipping.
The Pump Station & Nurtury ASSUMES NO RESPONSIBILITY for packages that track as delivered. We do not issue refunds for packages that track as delivered.
- If your order has multiple items and one (some) of them are out of stock, we will go ahead and cancel those item(s) and ship the rest of your order.
- We reserve the right to upgrade your shipping for orders in Greater Los Angeles (as defined by us) from commercial shipping to home delivery at any time without prior notice.
- For classes, please bring your emailed receipt to the first class. Any questions on classes or online orders, call us at 310-998-1981 with your order number ready.
Store Pickup
Store Pickup is available at 2727 Main Street, Santa Monica, 90405. ORDERS NOT PICKED UP WITHIN 14 DAYS ARE SUBJECT TO CANCELLATION AND A 15% RESTOCKING FEE. CREDIT CARD AND ID MUST MATCH ORDER - NO 3RD PARTY PICKUPS.
Returns & Replacements
Thanks so much for shopping at The Pump Station & Nurtury! We truly appreciate your support during this difficult time and want you to be happy with your purchase. However, in the unlikely event that there is something wrong with your purchase, or if you’re not satisfied, we will gladly refund you or issue an exchange according to the following terms.
Merchandise can be returned within 30 days of purchase if it is in a condition that can be easily restocked and sold, therefore:
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Un-used, in the original condition;
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In the original box complete with any registration cards and/or instruction manuals
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Accompanied with original receipt in order to receive reimbursement in the form of the original method of payment or as a store credit.
If there is no original receipt we will issue a store credit.
For cash returns, we will issue a refund up to $50 in cash. Any amount exceeding that will be mailed to you as a check within 3 business days of return.
Returns/exchanges cannot be made for special or custom orders, for single-user items or for products shipped/marked as "sterile".
While mis-shipments are rare, please report any variances upon receipt of your package. Reports received later than 30 days from date of order will not be replaced unless entire package can be verified as undelivered.
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Return Process for On-Line or Phone Order – Click here for more information
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Baby Gear Including: Car Seats, Strollers, Bassinets, Bouncers, Travel Cribs & Bags and Structured Carriers – cannot be returned unless packaged in original un-opened box.
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RESTOCKING FEES WILL BE CHARGED ON RETURNED FREE SHIPPING ORDERS. Fee is: 15% of the original order - or our actual shipping costs originally incurred, whichever is greater.
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If a package is returned non-deliverable we will issue a refund for the net price of your item(s) minus the shipping charge.
If you have any questions at all regarding our Return/Exchange policy please contact our team at our Santa Monica Store: SantaMonica@PumpStation.com
Class Cancellations & Transfers
Class space is limited.
Requests for cancellations must be made at least 5 days in advance so that we have the ability to fill in wait-listed clients. If we are unable to fill the class with a wait-listed client we can offer you a credit on account or store credit for merchandise.
The Pump Station reserves the right to cancel a class when the required minimum enrollment is not met within 3 days of class date. Earliest notification will be given and the participant may choose a credit toward another class.
Refunds or credits are not issued for classes not attended, without notice.
Payment, Pricing & Promotions
All web sales and coupon or discount codes are valid for online use only. While supplies last. Quantities limited. No rain checks or special orders. Cannot be used with other promotions, or sales. Shipping fees may apply if all items in order are eligible. Offers may end at any time without prior notice. The Pump Station shall not be liable for any damages howsoever arising as a result of any such modification, alteration, discontinuance or termination of any promotion, and any such liability shall be borne solely and exclusively by the customer.
Products & Services Availability, Errors or Inaccuracies
The Pump Station's acknowledgement of an order means that your order request has been received; it does not mean that your order has been accepted or shipped or that the price or availability of an item has been confirmed. We make a conscientious effort to describe and display our products and services accurately on the Site. Despite these efforts, a small number of items on the Site may be miss-priced, described inaccurately, or unavailable, and we may experience delays in updating information on the Site and in our advertising on other sites. As a result, we cannot and do not guarantee the accuracy or completeness of any information, including prices, product images, specifications, availability, and services. We reserve the right to change or update information and to correct errors, inaccuracies, or omissions at any time without prior notice. We apologize for any inconvenience. As part of our shipping procedures, we verify the availability and the price before an item is shipped. If an item's correct price is lower than our stated price, we will charge the lower amount and ship you the item. If an item's correct price is higher than our stated price, if the item is no longer available, or if we determine that there were inaccuracies in our product information, we will do our best to contact you via phone or email before shipping. If we cannot reach you within 5 business days your order will be cancelled and we will notify you of such cancellation via email.
Click on the "My Account" link at the very top of the page and login, if you haven't already. Once logged in, you can view recent orders from the MY DASHBOARD page.
Updating Account Information
Click on the "My Account" link at the very top of the page and login, if you haven't already. Once logged in you can view orders and update information from the MY DASHBOARD page. While on MY DASHBOARD, from the left-hand side menu select Account Information to change your email or password. Select Address Book to change or add a shipping or billing address.
Class Safety
It is important that caregivers be responsible for the safety of their child as well as to monitor their child to see that he/she does not harm others. By registering for this class you both acknowledge and agree with the following statement: We strive to create the safest environment possible that will allow for some freedom of expression given the types of materials and amount of activity. By enrolling in The Pump Station's classes you acknowledge the potential risks involved and agree to hold The Pump Station harmless.
The Pump Station has been serving Los Angeles & Santa Monica since 1986!
