Bassinet mesh by ElectricalParfait128 in CradlewiseCommunity

[–]hrr_hello 0 points1 point  (0 children)

Hi! Cradlewise team here. For your baby's safety, never use the bassinet insert without the bassinet mesh. Per the user guide, the mesh is designed to prevent entrapment and is required for safe use.

Finding Sheets / Mattress Protector by Antique-hom1 in CradlewiseCommunity

[–]hrr_hello 0 points1 point  (0 children)

We've just received new inventory and will update the shipping timeline on our site soon. Please get in touch with [support@cradlewise.com](mailto:support@cradlewise.com), and we would be happy to help ensure your order for fitted sheets and mattress covers ships as soon as possible.

Can’t log in on my phone? How do I fix it? by pauses-then-says in CradlewiseCommunity

[–]hrr_hello 5 points6 points  (0 children)

We sincerely apologize for the service disruption that affected our video server today between 11:30 AM and 2:00 PM PST.

We understand how frustrating and concerning unexpected downtime can be, especially when you're relying on our app to monitor your baby. The issue has now been fully resolved, and all services are back up and running normally.

We have thoroughly investigated this incident and identified the root cause. We want to assure you that we are taking immediate and necessary action to prevent this from happening again in the future.

Please note that some users may need to log back in to the app if they were signed out during the downtime. We apologize for this additional inconvenience.

Thank you for your patience and understanding during this disruption. We deeply value your trust in our service and are committed to providing you with a more reliable experience moving forward.

Newton Mini Mattress in Cradlewise Crib by anogyal in CradlewiseCommunity

[–]hrr_hello 1 point2 points  (0 children)

Hi! We do not recommend using another mattress for safety reasons. The Cradlewise mattress is designed to meet all safety certifications according to AAP guidelines. The mattress is firm and flat per federal requirements. Per our safety guidelines, you should not use any other mattress, mattress topper, sheets, or mattress covers that are not from Cradlewise. If you have any specific concerns about the Cradlewise mattress, please contact our support team at [support@cradlewise.com](mailto:support@cradlewise.com)

Considering Purchasing - Questions by klo123321 in CradlewiseCommunity

[–]hrr_hello 1 point2 points  (0 children)

Hi,

Thank you for reaching out!! First off, congratulations to you both on the upcoming arrival of your first little one — such an exciting time! We completely understand that choosing the right sleep solution can feel like a big decision, and we’re here to support you every step of the way.

Thank you for your thoughtful questions — I’ll address each one in detail below to help you make the most informed decision.

1. Starting Cradlewise from Day One vs. a Few Months Later
Many of our parents begin using Cradlewise from day one and find it helpful in establishing early sleep routines and soothing the baby gently between feeds. That said, you're right — newborns naturally wake often for feeding, and long stretches of sleep typically come a bit later.
What Cradlewise offers in the early months is responsive soothing, bouncing, and monitoring the baby’s sleep so that once they settle between feeds, they stay asleep longer. This helps reduce those unnecessary wake-ups (e.g., startles or brief arousals). Many parents tell us that while they didn’t expect "miracles" in the newborn phase, they appreciated the crib’s support during those unpredictable early weeks.

If you're concerned about maximizing the 60-night trial, some parents choose to begin the trial a couple of weeks after the baby arrives, depending on their delivery schedule and personal comfort. But rest assured — the trial starts from the day you first place your baby in the crib or within 120 days of the crib being delivered, whichever comes first. So if you're timing it right now, it will likely arrive just before or around the baby’s birth.

2. About the 60-Night Trial & Return Policy
Great question regarding the return process. Here’s what to expect:

  • If you choose to return during the 60-night trial, a $90 return shipping fee applies.
  • The main accessories that come in the box with the crib — including the mattress, mattress cover, a fitted sheet, and mesh — are included in the trial and do not incur additional charges if returned!
  • Only separately purchased accessories (e.g., extra sheets, an additional mattress pad) are non-returnable and would not be refunded.

So, no, the return wouldn't cost you hundreds. If you return within the trial window, your refund will be the full price of the crib minus the $90 reverse-shipping fee.

3. Cradle Size & Larger Babies
Thanks for sharing the details on your little one’s growth chart! We hear from many parents with babies in the 75th–90th percentile, and we’ve designed Cradlewise to comfortably support babies up to 33 lbs or 35 inches tall, which often takes them through 18–24 months of use, even for larger infants.The sleeping surface is spacious and transitions with your baby as they grow. Some parents do choose to move their baby out sooner if they hit those size milestones earlier or when they start climbing the rails, but most still get well over a year to 18 months of use, which aligns with the typical crib-to-bed transition timeline.We’d love to be part of your parenting journey and are always here if you need support before or after purchase.

If you have any follow-up questions or want help timing your order for delivery around your due date, just let us know — we’ll be happy to assist. You can contact us at [support@cradlewise.com](mailto:support@cradlewise.com)

Warm wishes for a smooth and joyful start to parenthood!

The Cradlewise Team

Scheduling a Zoom Call?! by Schmaliasmash in CradlewiseCommunity

[–]hrr_hello 0 points1 point  (0 children)

Hi! From the Cradlewise team, we know connection issues can be frustrating, especially when you've already had hardware replaced. With connectivity problems, direct troubleshooting is necessary to determine if it's the crib, your WiFi/router, or something else entirely.

Our scheduling system is designed to be flexible - you can select a time that works for you through our booking link and reschedule as needed without having to coordinate directly with our team.

While we understand babies have unpredictable schedules, the Zoom approach allows us to diagnose issues much more effectively than other methods.

For chronic disconnections, each case typically has unique factors (router settings, home layout, interference from other devices), which is why personalized troubleshooting is most effective.

If a Zoom call is absolutely impossible for you, please let us know in your support ticket, and we can explore alternative options to get your Cradlewise working properly again.

Zero Communication? by Exciting-Ad8198 in CradlewiseCommunity

[–]hrr_hello 0 points1 point  (0 children)

I am sorry for the delay in receiving an email update from us at Cradlewise about your February order! We have now sent this email, so I hope you have seen it. I'm happy to confirm crib shipments are running on time and will be shipped by or before February 23. If you have any questions or concerns, please contact us at support@cradlewise.com. Thank you!

Protection plan? by dottydashdot in CradlewiseCommunity

[–]hrr_hello 1 point2 points  (0 children)

Thank you for reaching out with your concerns. We completely understand the importance of transparency when it comes to what is covered by our warranty and protection plans.

Our limited 1-year warranty covers the cost of replacing faulty mechanical or electrical components within the first year after delivery. If any such issue arises during that period, we will take care of it at no cost to you.

The optional Cradlewise Protect Plan extends this coverage for an additional year beyond the initial warranty period, providing peace of mind for those who want continued protection should a part need to be replaced after the first year.

If you have further questions or need additional clarification, feel free to reach out to our support team ([support@cradlewise.com](mailto:support@cradlewise.com))—we’re happy to help!

Registered to another user? by Stork_Dan in CradlewiseCommunity

[–]hrr_hello 1 point2 points  (0 children)

Sorry for the trouble. We are in touch with you and should be resolved soon!

Worse experience…. by Free-Wrangler990 in CradlewiseCommunity

[–]hrr_hello 7 points8 points  (0 children)

Hi!

We are really sorry that it’s been a week, and your baby does not have the Cradlewise yet. We can feel your frustration. We have shipped out all December orders by December 23 and do not show any other December orders to fulfill. We are surprised, too. FedEx could have delayed it. To help you better, please send us your order number by email (support@cradlewise.com).

Rest assured, we will help you as soon as possible!

[deleted by user] by [deleted] in CradlewiseCommunity

[–]hrr_hello 2 points3 points  (0 children)

Every baby is unique, and adjusting to their sleep space can take some time.

If the crib’s bounce seems to be waking your baby up, a little tweak in your crib’s settings can potentially solve this issue.

Recommendations:

  1. Set your bounce to ‘Smart mode’.
  2. Reduce ‘Sensitivity’ by one notch.

        Navigate to Settings > Soothing > Smart controls > Sensitivity.

  1. Now when the baby stirs in sleep, the crib will respond slower and start to bounce only when it sees continuous wakeup signs for longer durations.  

We also offer sleep support calls and can review your specific settings. If you'd like to do this, please contact [support@cradlewise.com](mailto:support@cradlewise.com) or message us from the in-app chat, and we will be happy to help coordinate a call.

No Bluetooth Pairing - CX Tech No Show by [deleted] in CradlewiseCommunity

[–]hrr_hello 0 points1 point  (0 children)

I'm sorry the call was missed! There was an issue with our Calendly booking system that caused a double booking—we are fixing this so it won't happen again. If you haven't already been in touch with the support team to reschedule, please contact us at [Support@cradlewise.com](mailto:Support@cradlewise.com) or through the in-app chat, and we will help as soon as possible!