How do I return an item?
PLEASE only wash and try on ONE diaper/cover and/or clothing item before washing an entire system as there are NO returns, exchanges or credit given on used or washed cloth diapers or clothing as per Health Canada regulations. This will also apply to any other item that is washed and/or used. Any and all returned items must be in unused, unwashed and re-salable condition – no exceptions. Items returned in less than perfect condition will be sent back at the customer's expense.
It is important to us that you are 100% happy with your purchase. If you are not, you are welcome to return your new, unused, unwashed purchases within 14 days of receipt of your order. Some conditions apply. Please read through our entire return policy for further details.
Actual shipping charges are non-refundable and are the responsibility of the customer on all returns and exchanges, unless an error has occurred on our part. Original shipping charges will be deducted from all refund or credit amounts. Please note, any and all returns or exchanges must be postmarked within 14 days of package receipt for returns. All sales become final after 14 days of receipt of your order.
The current flat rate shipping charge will be withheld from a return credit if the original order met the free shipping threshold, but exclusion of the returned item would have caused the order total to fall below the free shipping threshold.
- 14 days for refund. Some exceptions - please see below for details.
- Return Authorization Required! In the event that you need to return or exchange an item, please email our customer service team at firstname.lastname@example.org so we can work with you and expedite your return, exchange and/or refund.
- Shipping Charges are NON-refundable. If you received Free Shipping based on a minimum and returned items drop your order total below this minimum shipping charges will be deducted from your refund amount.
- ACTUAL Shipping is non-refundable and will be deducted from all return amounts if this is greater than the flat-rate shipping we may charge.
- NO Returns on used or washed items, sale merchandise, package deals unless returned in FULL, and personal care products such as soaps, creams, nursing pads, diaper sprayers.
- 10% Restocking Fee to be assessed on any refund amount in excess of $400.
- With a full refund offered, we do not process exchanges. Instead you may return any unwanted items for a full refund and place a new order for the correct items for immediate processing & shipping.
- All sales become final after 14 days of receipt of your order.
- Please read our Return Conditions prior to sending back your return to avoid unnecessary charges.
Products returned without a Return Merchandise Authorization are subject to a 20% restocking fee, due to additional processing costs caused by unexpected returns. We appreciate your help in keeping our costs and prices low!
Refunds paid by Visa or through PayPal will be credited in the same manner. All other refunds (cash payments, money orders) will be paid to you by company check. Please allow 10 business days after our receipt of your returned products to process your refund/exchange. Store credit will only be issued on gift purchases (without original receipt).
We are happy to include a Gift Receipt with your order, if the item(s) are to be a gift. This is to facilitate an exchange, if necessary. Gift purchased that are returned are offered a store credit only. Please note, an order number or gift receipt number is mandatory for any exchange of merchandise as this is the only indication we have of items purchased from our store. Thank you for understanding.
Please read the following information carefully
All merchandise must be in new, unwashed and unused condition in original, unopened packaging with all tags, instructional brochures and promotional materials still securely attached for any refund, exchange or credit to be issued. Items must be from a non-smoking environment, and free from odours, pet hair or dander. Packages must be returned complete, including any free or sample items (business cards and promotional material are yours to keep). If free items are not returned, the full retail value of missing items will be deducted from your return total. If you return a partial package that received a package/quantity discount, we will deduct the package discount from your refund/credit (so you will pay regular price for all items you keep).
A 10% restocking fee will apply to any returned merchandise where a refund is issued in excess of $400, and will be deducted from your total refund or exchange amount. All products are subject to a 10%-20% restocking fee, at our discretion, if your items do not meet our return conditions. Any items that we deem unable to re-sell for full price based on the condition received (i.e. NOT in the original condition sent to the customer) will be returned to the sender at the customer's expense. Please inspect your items carefully BEFORE sending them back to us. Returns must be post-marked within14 days of receipt of your order.
It is highly recommended that you only wash and try on ONE diaper before washing an entire system as there are NO returns, exchanges or credit given on used or washed cloth diapers or clothing as per Health Canada regulations. Any and all returned items must be in unused and re-salable condition – no exceptions. Items returned in less than perfect condition will be sent back at the customer's expense.
Original and ACTUAL shipping charges are non-refundable and will be deducted from your refund/credit amount. If your order qualified for free shipping, original or ACTUAL shipping costs (whichever is higher) are non-refundable, and these will be deducted from the refund amount. You are responsible for all shipping charges on returned and/or exchanged merchandise.
If a restocking fee has been waived for an exchange, the exchange MUST occur at the time your return is being processed, otherwise a refund will be processed, minus the restocking fee. Place your new order ASAP selecting "Credit" as your method of payment. Any and all credit notes that may be issued have NO cash value. Please note, promotional, clearance, sale, seasonal and special-order products are all final sales. This includes, but is not limited to items purchased with coupons and special promotional deals. We also do NOT accept returns on any personal care items which include, and is not limited to, nursing pads, mama pads, body care items, cloth diaper sprayers. If you are unsure as to whether a product is included in our regular return policy, please feel free to contact us.