Frequently Asked Questions

Orders, shipping, and returns

Is Lumi by Pampers™ available outside the US?

Where can I purchase the Lumi by Pampers™ baby monitor?

How can I check my order status?

Can I change the shipping address or shipping method in an order I recently placed?

When will my package be delivered?

I want to return my Lumi product, what should I do?

How do I check the status of my refund?

What is the 45-day money-back guarantee?

 

Account, warranty, and billing

How do I change my account details (phone number, email, shipping/billing address)

What payment methods do you accept?

Can I split my payment across weeks/months?

Can I receive/use Pampers cash with Lumi by Pampers™?

I was wrongly charged, what should I do?

How do coupon codes work?

 

Diapers and subscriptions

What diaper sizes are available?

Why should I subscribe to the diapers?

Do I need to use Lumi by Pampers diapers for the System to work?

How do I change the shipping/billing information for my diaper subscription?

How do I change the diaper size in my diaper subscription?

How do I change the frequency of my diaper subscription?

I bought a subscription but I did not receive a sensor, why?

 

Smart Sleep sensor

Why do I need a sleep sensor?

Is it safe to have a connected device on my baby?

How do I set up the sensor?

How do I use the sensor?

How long does the battery last? How will I know if the battery is out?

I'm using the Lumi Smart Sleep Sensor but it doesn’t seem to be registering sleeps or diaper changes, why?

How far can the sensor be and still remain connected to my phone?

Can the smart sleep sensor store data when it’s not connected to my phone?

How do I replace/set up the sensor once the battery has run out?

Can I turn the sensor off?

Can the sensor track sleep when my baby’s in a moving apparatus like a stroller or a car?

 

The Lumi App

Some tips for making the most out of your Lumi app

Can I have multiple caregivers and share baby's data?

Does the App work on tablets?

Can Lumi track dirty/poopy diapers?

What type of notifications can I get from Lumi?

I can’t access my insights, why?

My baby just took a nap but the sleep doesn't show as recorded. Is something wrong?

Something isn't working with my sensor, can I get a replacement?

 

Sleep coaching

5 common questions on the Lumi Smart Sleep System

Does the Smart Sleep System really work?

Is Sleep Training safe for my baby?

Is Sleep Training helpful for my baby? Isn't it really just for the parents?

When should I start sleep coaching?

Which baby ages is this relevant for?

Does it offer multiple methods of sleep training to choose from?

How long do I have access to the Sleep Coaching Series?

How long does it take for my baby’s sleep to improve?

I’m pregnant, but I’m interested in the Smart Sleep System. Can I purchase in-advance and use after birth?

What is sleep training for babies?

Orders, shipping, and returns

Is Lumi by Pampers™ available outside the US?

Lumi only ships to the USA (all 50 states and the District of Columbia).

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Where can I purchase the Lumi by Pampers™ baby monitor?

Our Smart Baby Monitor is available at Amazon and Buy Buy Baby.

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How can I check my order status?

You will receive an order confirmation email once your order is confirmed, and a shipment notification email that includes tracking information once your order is on its way.

You can also check the status of your order at lumibypampers.com/account

Note: If your order date is before July 1, 2021, it will not appear in your order history. Please contact us if you need information on an order placed before July 1.

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Can I change the shipping address or shipping method in an order I recently placed?

If you need to make any changes to an order, please contact us immediately. We ship out orders as quickly as we can, so we may not be able to make any changes to your order. We will do our best to accommodate any changes needed.

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When will my package be delivered?

Once your order is shipped, you'll receive a shipment notification email that includes tracking information.

If you can't find the shipment confirmation email, check the status of your order by going to lumibypampers.com/account and looking at the "Orders" tab.

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I want to return my Lumi product, what should I do?

To initiate a return process, please contact us.

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How do I check the status of my refund?

You will always receive a confirmation email once you refund has been initiated. Please allow 5-7 business days for the refund to process fully.

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How do I check the status of my refund?

You will always receive a confirmation email once you refund has been initiated. Please allow 5-7 business days for the refund to process fully.

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Account, warranty, and billing

How do I change my account details (phone number, email, shipping/billing address)

Go to lumibypampers.com/account.

In the Account section, change your phone number, email, or password, by going to "Account Settings". To change you shipping or billing address, go to "Addresses".

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What payment methods do you accept?

We accept most US credit cards, PayPal, Apple Pay, Google Pay and Affirm payments.

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Can I split my payment across weeks/months?

Yes, with Affirm, you can split your payments over 3, 6, or 12 months. Orders below $100 are eligible for installments of 3 and 6 months only.

To use Affirm, you'll need to verify your phone number and complete your payment on the Affirm website. At checkout, select "Affirm" and follow the steps on your screen.

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Can I receive/use Pampers cash with Lumi by Pampers™?

Pampers cash cannot be used to purchase Lumi by Pampers™.

Purchase made on lumibypampers.com are not eligible for Pampers cash rewards.

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I was wrongly charged, what should I do?

For any billing issues, please contact us.

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How do coupon codes work?

If you have a coupon code, you may enter it at cart or checkout page. Coupon codes cannot be added after an order is placed. You cannot apply two different coupon codes at the same time.

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Diapers and subscriptions

What diaper sizes are available?

The Swaddlers for Lumi by Pampers™ are currently available from size N to 4.

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Why should I subscribe to the diapers?

The subscription comes with a free smart sleep sensor replenishment (on your 3rd, 7th & 10th diaper delivery). You can also modify your subscription preferences anytime or cancel without penalty.

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Do I need to use Lumi by Pampers diapers for the System to work?

Yes, the sleep sensor will only work with the Swaddlers for Lumi by Pampers, which are enhanced with a secure attachment zone to keep the sensor in place.

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How do I change the shipping/billing information for my diaper subscription?

To change your subscription information, go to the "Subscriptions" tab at lumibypampers.com/account/subscriptions.

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How do I change the diaper size in my diaper subscription?

To change the diaper size of your subscription, go to the "Subscriptions" tab at lumibypampers.com/account/subscriptions.

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How do I change the frequency of my diaper subscription?

To change the frequency of your subscription, go to the "Subscriptions" tab at lumibypampers.com/account/subscriptions.

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I bought a subscription but I did not receive a sensor, why?

Subscribers receive a free smart sleep sensor replenishment on the 3rd, 7th & 10th diaper delivery. To get the full benefits of the sleep sensor, please visit our Smart Sleep System page.

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Smart Sleep sensor

Why do I need a sleep sensor?

Tracking baby's sleep is the first sleep in heping bay improve sleep. The Smart Sleep Sensor can track sleep day and night so you always have a complete view of baby's routine. Automatic sleep tracking is one of the features parents tell us they love the most.

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Is it safe to have a connected device on my baby?

Lumi by Pampers™ is completely safe for use with babies. The Lumi sensor features ultra-low energy, meaning that 1 year of use releases less energy than a 1-minute smartphone call.

We applied a rigorous, systematic and scientific evaluation to Lumi, including vetting it with external baby development experts. Lumi passed with flying colors, meeting and often exceeding safety regulations in the USA.

Lumi by Pampers™ is the first and only JPMA certified baby care smart sleep sensor with monitor system that meets their highest standards for safety, performance and functionality.

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How do I set up the sensor?

Before setting up your sensor, make sure your phone’s Bluetooth is activated. Open the app, tap “More”, choose “Smart Sleep Sensor”, and then “Set up a new sensor”. Then, follow the instructions provided by the app.

When setting up a new replacement sensor, the old sensor will be permanently disconnected and can be discarded appropriately.

 

set up the sensorset up the sensor
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How do I use the sensor?

To use the sensor, make sure it is set up and paired with your app (see “How do I set up the sensor?”). Attach the sensor on the dotted line of your Lumi by Pampers diaper. At each change of diaper, peel the sensor off, and place it on the next diaper. The app will notify you when the sensor battery runs low. Keep the sensor clean by wiping it with a damp cloth, baby wipe, or alcohol wipe regularly.

The reusable sleep sensor is simply attached with each diaper change. The battery of a sensor lasts about 3 months and is not rechargeable.

 

set up the sensor
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How long does the battery last? How will I know if the battery is out?

The battery lasts for up to 90 days. To know if the sensor is still working, look for the flashing lights at the back of the sensor. If you see flashing lights, the sensor is still working. If you do not see flashing lights, the battery has run out and it’s time to replace the sensor.

Note: Battery is non-replaceable and non-rechargeable. Do not attempt to open the product.

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I'm using the Lumi Smart Sleep Sensor but it doesn’t seem to be registering sleeps or diaper changes, why?

The sensor is designed to record when babies are actually sleeping, and not mistake sleepy wriggles for being awake. So, while the sensor is always working hard in the background, events will not always show up immediately in your Lumi app.

You can expect to see a sleep segment appear about 20-30mins after it has ended and a diaper change register within 5mins of the change taking place. We use this time to process the events through our sophisticated algorithm to make sure they accurately record in your app.

It’s a good idea to keep the app running in the background when using the Lumi sensor and to ensure you are within Bluetooth range of the sensor for the most timely updates.

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How far can the sensor be and still remain connected to my phone?

The sensor uses Bluetooth Low Energy to connect with your phone. BLE connectivity range depends on the construction of your home (distance, materials used, etc.). For most homes, the range should reach to at least the next room.

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Can the smart sleep sensor store data when it’s not connected to my phone?

Yes, the sensor can store up to 12 hours of data and will update the app once your phone is back in Bluetooth range.

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How do I replace/set up the sensor once the battery has run out?

The app will notify you when the sensor battery runs low.

If you subscribe to Lumi by Pampers diapers, you'll receive free sensor replenishments with your 3rd, 7th, and 10th month’s diaper delivery. Otherwise, you can buy replacement sensors by visiting Lumi by Pampers, or through your preferred retailer (Amazon, Target, Walmart).

Set up your new sensor by tapping “More”, then “Sleep Sensor”, and choosing “Set up a new sleep sensor”. You will have to disconnect the current sensor if it is still connected to your app.

When setting up your new sensor, make sure your phone’s Bluetooth is activated. Press and hold the heart icon on the sensor. You’ll see a green blinking light which will become a solid green light. At this point, your sensor is paired and ready to place on your Lumi diaper.

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Can I turn the sensor off?

If the sensor isn’t set up within 30 seconds of being turned on, it will automatically turn off to save battery. Once you’ve set it up, it can no longer be turned off.

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Can the sensor track sleep when my baby’s in a moving apparatus like a stroller or a car?

Not all the time. The sensor tracks sleep using your baby’s movement patterns, so the stroller or car does not enable the sensor to work consistently.

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The Lumi App

Some tips for making the most out of your Lumi app

 

Expert Sleep Coaching

Learn how to improve your baby’s sleep with this step by step video series covering everything from sleep fundamentals to regressions to how to manage naps.

 

Track your progress

Get a personalised sleep insight report every week so you can measure your progress and understand what adjustments you need to make. Tip: Use the Smart Sleep Sensor 24/7 for best results.

 

Effortless sleep tracking

The sensor is designed to record when babies are actually sleeping, and not mistake sleepy wriggles for being awake. This means sleep does not display real-time but instead appears in the app about 20-30 mins after a sleep has ended.

 

Update events in a single tap

You can update diaper changes, sleeps and feeds in the same way.

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Can I have multiple caregivers and share baby's data?

Yes, you can add multiple caregivers and manage what they can access on your baby’s profile.

To add an additional caregiver, open the Lumi app, tap “More”, and choose “Caregivers”. Tap “Add a caregiver”, enter the person’s contact information, and send them an invitation. They should follow the instructions in the email they receive.

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Does the App work on tablets?

While the Lumi app will work on tablets, it has not been specifically designed for use on a tablet so you may notice a few imperfect design proportions.

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Can Lumi track dirty/poopy diapers?

Lumi does not automatically track dirty diapers, but you can update any diaper change by tapping on a specific entry in the ‘Today’ screen and update “Wet' to “Dirty” or “Both”.

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What type of notifications can I get from Lumi?

You can enable notifications in your Lumi app and set up your preferences to receive notifications for:

  • Baby diaper status (wet or very wet) notifications
  • Bedtime reminders
  • Feeding reminders
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I can’t access my insights, why?

Insights are available to anyone with a Smart Sleep Sensor.

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My baby just took a nap but the sleep doesn't show as recorded. Is something wrong?

A sleep event may not immediately show up in the app right after the event. It may take approximately 30 minutes to process to ensure the best level of accuracy, but don’t worry, as they are being tracked and recorded, you’ll just need to check back a little later. In case it doesn’t show after 30 minutes, please contact us.

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Something isn't working with my sensor, can I get a replacement?

To initiate a replacement process, please contact us.

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Sleep coaching

5 common questions on the Lumi Smart Sleep System

 

set up the sensor set up the sensor
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Does the Smart Sleep System really work?

Yes. The Lumi Smart Sleep System is a revolutionary sleep product that combines expert advice and uses real data from your baby's sleep to help your baby get better sleep.

The Sleep Coaching Series will teach you all there is to know about the best ways to build a sleep routine from our sleep experts: Dr. Canapari, and Kylee Money. Along with expert advice, the Smart Sleep Sensor allows you to track baby's sleep effortlessly, so you can build a routine based on real data.

It all comes together in the Lumi app. The combination of the Sleep Coaching Series, personalized insights, and real-life data from your baby's sleep, will allow you to put the methods into practice, and see your baby's sleep improve day by day.

The Smart Sleep System is also backed by our 45-day satisfaction guarantee, so you can feel confident trying it out.

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Is Sleep Training safe for my baby?

Yes, sleep training is safe for your baby. The Lumi Smart Sleep System was co-developed with Dr. Canapari: a pediatrician who specializes in the care of children with sleep problems. Every sleep training method presented is science-backed, safe, and proven to help babies sleep better.

We cover multiple methods in our sleep coaching series to fit your parenting style.

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Is Sleep Training helpful for my baby? Isn't it really just for the parents?

Yes, sleep training can be very helpful for your baby, and most of baby's brain development happens during sleep.

Sleep training will also reduce nighttime awakenings, improve their sleep overall, and even lead to better sleep in later childhood.

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When should I start sleep coaching?

Building good sleep habits is important as of day 1, and our Sleep Coaching Series has you covered all the way from day 1 to 16 months of age.

Some elements, such as safe sleep practices, setting a bedtime routine, and making sure your baby's environment promotes sleep, are helpful from day 1.

As of 3-4 months of age, your baby will develop the ability to self-soothe which is the opening of the window for sleep training.

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Which baby ages is this relevant for?

The Lumi Smart Sleep System is designed for use with babies from birth to 16 months of age.

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Does it offer multiple methods of sleep training to choose from?

Yes, we offer a wide variety of proven sleep and nap training methods, so you can choose the method that best suits your family.

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How long do I have access to the Sleep Coaching Series?

The Lumi Sleep Coaching Series becomes available once you set up a sensor and never expires. As long you as you use the Lumi app, you'll be able to access all of the content!

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How long does it take for my baby’s sleep to improve?

It's different for every baby, and will depend on the method you decide to use, and how consistently you follow the steps in the method.

Some elements, such as improving your baby's sleeping environment, can even have an immediate effect.

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I’m pregnant, but I’m interested in the Smart Sleep System. Can I purchase in-advance and use after birth?

Absolutely! The Lumi Sleep Coaching Series never expires, and will always be available in your Lumi app account.

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What is sleep training for babies?

Sleep training is the process of teaching your baby good sleep habits so that they can self-soothe to fall asleep.

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