Frequently Asked Questions

Smart Sleep Coach

Does the Lumi Smart Sleep Coach work?

Is Sleep Training safe for my baby?

Does the Smart Sleep Coach offer multiple methods of sleep training to choose from?

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

When can I start with the Lumi Smart Sleep coach? What age is it appropriate for?

Have I left it too late? My baby seems too old to sleep train?

How long do I have access?

I’m pregnant, can I purchase and use later?

What is sleep training?

 

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?

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?

 

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

 

Does the Lumi Smart Sleep Coach work?

Absolutely! In fact, parents who combine the expert video tutorials with rigorous tracking see results up to 3x faster than parents who don’t track.

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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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Does the Smart Sleep Coach 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 does it take for my baby’s sleep to improve?

Many parents who use Lumi tell us that they see improvement in as little as 7 days, however it is different for every baby. It will depend largely 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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When can I start with the Lumi Smart Sleep coach? What age is it appropriate for?

0-16 months. Sleep is a journey and some elements, such as establishing a bedtime routine and creating an ideal sleep environment, can be implemented as soon as you bring your child home from the hospital – we cover this in the Newborn Fundamentals Series.

More typically it is around 3-4 months of age when the window opens for behavioral sleep training which is simply teaching your baby to fall asleep without you present. It’s a good idea to check if your baby is ready with your Pediatrician.

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Have I left it too late? My baby seems too old to sleep train

It’s never too late to sleep train – while we cover in-depth topics for babies from 0-16 months, what you’ll learn with the Lumi Smart Sleep Coach are fundamental to understanding how to master your baby’s sleep.

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How long do I have access?

Our subscription options are: 1 month, 3 months, and 6 months access.

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I’m pregnant, can I purchase and use later?

Absolutely. Many of our parents complete the Sleep Coaching Video tutorials before their baby arrives so that they can be one step ahead of their baby’s sleep and implement healthy sleep habits from day one.

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What is sleep training?

Sleep training is a process that will help your baby fall asleep independently and because of that, be able to ‘stay asleep’. If they wake during the night (like we all do) they will know how to put themselves back to sleep.

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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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What is the 45-day money-back guarantee?

We want you to love experience, and that's why we offer a 45-day money-back guarantee.

You can get a full refund if you initiate the returns process within 45 days of purchase. Simply contact us, and be sure to have proof of purchase with you.

To read our full policy, click
here.

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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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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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Smart Sleep sensor

Why do I need a sleep sensor?

Tracking baby's sleep is the first sleep in helping baby 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.

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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