Frequently Asked Questions
Hello and welcome! Please check below to see if your question has been answered. If not, please use one of the options below to contact us directly. We always enjoy talking to families!
Which sleep solution or services package is right for me?
We encourage you to read our Help Me Choose page, if you haven't already. If you still aren't sure, please write to us using the form below and we will be happy to assist you!
Do I have any services left on my account?
Please log in to your Sleep Helpdesk account. Once logged in, your account status will be at the top of the screen just below the menu. We look forward to hearing from you!
Did you receive my sleep history for my Personalized Sleep Plan®?
After you fill out your sleep history, a ticket in our Helpdesk should automatically be created for you (within 20-30 minutes if not immediately). You should receive an e-mail confirmation, but if you also want to check your Helpdesk account, once you log in you should see an open ticket with the subject "Sleep History Ready." If you are already logged in, you may need to click "Tickets" or refresh the page after a few minutes. Feel free to add to your ticket, if necessary. If you are still worried, feel free to contact us below!
When can I expect my Personalized Sleep Plan®?
Quality is very important to us and we know it’s important to you too. Because we have a limited number of sleep consultants and many families in need, we can only take a limited number of new clients each week (we are only human!). Personalized Sleep Plans® are completed within 2-4 business days from when we receive your history, on average, depending on demand and day of the week. See table below based on our many years of experience.
In a hurry? We offer expedited processing for a one-time non-refundable fee of $39. Please log in to your Helpdesk account and click "Purchase Services" to pay for expedited processing or contact us once you purchase a package and we will be happy to help!
|History Submitted By 5pm EST On...||Estimated Delivery Date|
|Monday||Wednesday or Thursday|
|Tuesday||Thursday or Friday|
|Wednesday||Friday or Monday|
|Thursday||Monday or Tuesday|
|Friday||Tuesday or Wednesday|
|Saturday||Tuesday or Wednesday|
|Sunday||Tuesday or Wednesday|
Please contact Client Relations if you believe it has been longer than 5 business days since you completed your sleep history.
When can I expect an answer to my e-mail from my sleep consultant?
Demand varies throughout the week, but responses to e-mail are typically given within 2-3 business days, if not sooner, similar to "making an appointment." If you have an unlimited e-mail package and it has been longer than 24 hours or if it has been longer than 2-3 business days for a regular e-mail package, we may not have received your e-mail OR perhaps you did not receive our reply. Please check your e-mail and junk folders. In addition, you may want to log in to your Helpdesk account directly to see if a reply is waiting for you. If you still need help, please contact your sleep consultant through the Sleep Helpdesk or contact our Client Relations Team using the form below.
How do I upgrade, cancel, or change my Members Area subscription?
Once you log in to your Members Area account then click "Account" in the menu. If you are having any trouble with your account that is not able to be managed there, please contact us using the form below.
Where can I find your Terms of Service?
Please feel free to review ouror contact our Client Relations Team using the form below at any time if you have questions.
How do I download my e-Books and supplemental materials?
You should have immediately received an e-mail with instructions directly after payment, so we apologize for any technical issues you may have experienced! Please be sure to check your e-mail and any junk folders. And, be sure to add babysleepsite.com to your address book. If you still can't locate your e-mail or download instructions, please contact Client Relations below.
How do I obtain the Express Sleep Plan® I purchased?
You should have immediately received an e-mail with instructions directly after payment, so we apologize for any technical issues you may have experienced! To obtain your Express Sleep Plan®, log in to our Helpdesk using the e-mail you entered during purchase (resetting the password, if necessary). Once you have logged in, click on "My Profile" at the top right and enter your child into your account. Finally, click on the "Express Sleep Plan®" tab and follow the instructions. You will receive your Express Sleep Plan® immediately following completion of your assessment.
When I try to open/view one of your PDFs, I only see characters. What’s wrong?
You may be trying to view the PDF using a program other than Adobe Acrobat Reader. Download Acrobat Reader FREE here. If that doesn't solve it, please be sure you right-click on the link and "save as" before opening to see if that resolves it. If you are still having trouble, please contact us by emailing [email protected] or using the form below.
How do I log in to my account?
For Consultation Services, log in to your Sleep Helpdesk account and speak to your sleep consultant here.
If you purchased a Members Area subscription, please log in to your library of resources in our Members Area here.
I can’t remember my password. How do I reset it?
To reset your Sleep Helpdesk password, click here
To reset your Members Area password, click here.
I get an error when I try to log in to my Sleep Helpdesk account (even after resetting my password). What should I do?
We apologize you are having trouble! To remedy a login problem, try closing all your browser windows, clearing your cache, and/or using a different browser.
Question not answered? We’re here to help you! Please contact us in any of the following ways:
(Or use the contact form below.)
7385 N. State Route 3 #127
Westerville, OH 43082