At Active Baby, we know firsthand how online shopping can save you time, money and your sanity. We currently use Canada Post, UPS or Purolator for most of our shipments. We also have the option to use Canpar for large, over-sized or bulky and heavy orders (over 5kg/10lbs). We aim to make your shopping experience as stress-free as possible. There are no additional handling charges. We make it our goal to maintain the lowest shipping costs that we can, while continuing to bring you the high level of customer service and quality products you have come to expect from our store.
We apply the standard shipping rate and offer FREE shipping on orders over $250!
However, please note, that sale and promotion items are not included and a shipping fee will be applied.
|up to $99.99||Free||$11.99|
|$100 to $299.99||Free||$19.99|
|$250 and up||Free||Free|
|$250 and up for Sale Items||Free||$29.99|
Additional charges. For orders over $100 additional insurance fee applies: $1 for every $100.
Certain remote areas within Canada have limited delivery service and this results in a high shipping cost. We are unable to offer our free shipping to these areas but do have competitive rates with Canada Post that you can take advantage of. Once we receive your order we will contact you with the shipping surcharge. We apologize in advance for any delays or inconvenience this may cause.
These areas include: Yukon, Northwest Territories, Nunavut & the following postal codes:
Alberta T0H, T8S, T0G, T0A, T0P British Columbia V0W, V0C, V0T, V0J, V8J, V0V, V8G, V8C, V0T, V1J, V1G Manitoba R0B, R8N, R8A, R9A, R0L Newfoundland & Labrador A0P, A0R, A2V, A0K, A0A Nova Scotia B0E N. Ontario P0V, P9N, P8T, P8N, P0W, P0Y, P0X, P9A, P0T, P0L, P5N, J0T Quebec G8P, G0V, G0W, G0T, G0H, G0G, G5B, G0C, G4X, G0C, G0J, G5J, G4W, G0E, G5H, G0K, G5R, G0L, G5T, G5A, G8M, G8J, G8L, G8K, G8H, G8N, G7P, G7B, G7N, J1T, J0A, J1Z, J5V, J3T, J6E, J0R, J8C, J0T, J0K, J9L, J9E, J0X, J0W, J0M, J0Z, J9P, J0Y, J9P, J9T, J9Z, J0T Saskatchewan S0M, S0J, S9X, S0P, S0E, S0L, S0N, S4H, S0C, S4A
We will respond to your orders as soon as you place them online with us. In most cases, shipment will be arranged on the same day the order was placed. Orders placed on weekends and statutory holidays will be shipped the next business day. Your orders will be carefully picked from our inventory and shipped to your address within the first 24 hours during the business week. We try our best to make sure all the products online are available in stock. In the rare occasion that the item is out of stock, we will either email or call you right away to provide an alternate product solution or inform you on any back-order shipment.
Our store is located in North Vancouver, British Columbia and it normally takes 3 to 5 business days to ship to most major cities in Canada, and about 5 to 7 business days for more remote locations.
Once your order is processed and shipped, we will provide you with the tracking information.
In-store Pick up
For in-store pick ups there are no processing charges. Please pick up your order at either 1985 Lonsdale Avenue in North Vancouver, BC V7M 2K3 or our Capilano mall location at #73-935 Marine Drive, Capilano mall, North Vancouver. Please indicate the location in the comment section. See the 'Contact' section for maps of our location.
Sorry that we do not ship overseas. We only ship within Canada at this moment.
Any changes to orders must be received as soon as possible from the time of placement of the original order. Changes or requests may not be accepted, since products may have already been shipped. We will be happy to adjust any order before it has left our warehouse, but will not be able to make any changes once the products have left. Please send all order changes or requests to email@example.com or give us a call at 1-877-986-8977.
Cancelling an Online Order
Cancellation requests must be received as soon as possible from the moment of placement of the original order. Cancellation requests may not be accepted, since the products may have already been shipped. We will be happy to adjust any order before it has left our warehouse, but will not be able to make any changes once the products have left. If you decide to cancel an order that has already been shipped, please contact our customer service department at firstname.lastname@example.org or call 1-877-986-8977
Defective or Damaged Merchandise
We sincerely apologize for any product you receive damaged or defective. It is never our intention but sometimes, it happens.
If you have received an item that is damaged or defective, please contact us at email@example.com or toll free at 1-877-986-8977 within 24h of receiving your order. We ask that you provide us with detailed pictures so we can assess the extent of the damage or defect. This is necessary for our records, the manufacturers and the shipping carrier if an item was damaged in transit. Depending on the product and amount of damage or defect, a replacement part or a brand new unit will be sent to you as soon as possible!
Special Order Policy
Special Order is a term that we use to describe any product that we will order in for a customer that is not in our regular stock. This may be an item from a company whose products we carry, or an unlisted product that comes from a manufacturer that we currently deal with. Due to the fact that special orders are specifically for items that we do not carry as regular stock, we require full payment before ordering. There are no returns or exchanges on special orders.
Return & Exchange Policy
At Active Baby our customers can always be confident, that we provide them with strictly brand new merchandise and that all our products attain a high standard of quality.
However if you wish to return your item you may do so for a Refund, an Exchange or Store Credit. Items must be brought back within 14 days of purchase with a regular or Gift Receipt. Receipts must be presented at the time of transaction. Items must be NEW and UNUSED in original condition with the original packaging and in resalable condition.
"NEW and UNUSED" means resalable condition, not used, worn, dirty and not washed. For hygienic reasons, we are unable to accept returns with any indications that it has been opened, used, installed or applied. The returns must be in original packaging and with original tags attached.
Regular priced items returned in new condition, in original packaging, and accompanied by a STORE RECEIPT are returnable within 14 days for a full refund to the original method of payment. (i.e. if you paid Visa, your refund will be to your Visa card).
Due to health and safety reasons the following products cannot be returned for refund or exchange. If you require return or replacement of any of these types of products, you will have to contact the manufacturer directly, as we cannot, under any circumstances, accept these types of products back. These items will NOT be returned under any conditions:
- Car seats
- Back-pack Carriers
- Bike Trailers
- Bike Seats
- Carriers & Slings
- Teethers & Pacifiers
- Feeding Accessories
- Cloth Diapers & Swim Diapers
- Bath Tubs
- Breast Pumps & Accessories
- Personal care products
Items that will NOT qualify for refund or exchange:
- All on Sale Items are Final Sale
- Final sale items (stamp on the receipt clearly marks the Final Sale)
- Items that have been removed or taken out of their original packaging
- Items that have been assembled or modified
- Special order items
Items that qualify for exchange or Store Credit ONLY:
- Returns with Gift Receipt within 14 days of purchase
You are responsible for the actual Shipping and Handling fees (each way) on unwanted items. You have up to 14 days from the date of shipment for all returns or exchanges.
As a courtesy to our online customers, we charge a single standard shipping rate for orders. Return shipping cost may be significantly more than our flat rate and is the responsibility of the returnee (in the case of a return from the refund amount we would deduct the actual shipping charge, that was paid by Active Baby, when shipping it out to you). Please check with your carrier of choice for actual shipping rates prior to contacting Active Baby for a return authorization. Please use an insured shipping carrier and obtain a tracking number.
Active Baby is not responsible for items that may have become lost or stolen in shipment.
Instructions for Returns:
Contact us at (604)986-8977 (toll free at 1-877-986-8977) or
Shipping address for returns is as follows:
- Active Baby
- 1985 Lonsdale Avenue
- North Vancouver, BC, Canada. V7M 2K3