At Active Baby, we know firsthand how online shopping can save you time, money and your sanity. We currently use Canada Post and Canpar for most of our shipments. We also have the option to use Greyhound or UPS for large, oversized 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!
|up to $99.99||Free||$11.99|
|$100 to $299.99||Free||$19.99|
|$250 and up||Free||Free|
The above are standards between the 21 major cities in Canada, A few remote locations in Canada (Nova Scotia, Newfoundland, Prince Edward Island, or New Brunswick, for example) may incur additional shipping charges and Free Shipping would not apply to these postal areas.
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 Vancouver, British Columbia and it normally takes 3 to 5business days to ship to most major cities in Canada, and about 5 to 7 business days more remote locations.
You are always welcome to send us an email at firstname.lastname@example.org or give us a call at 1-877-986-8977 to check your shipping status. Tracking information will be provided upon request.
In-store Pick up
For in-store pick ups there are no processing charges. Please pick up your order at our Capilano mall location at #73-935 Marine Drive, Capilano mall, North Vancouver. 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 within 24 hours of placement of the original order. Changes or requests made after 24 hours 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 within 24 hours of placement of the original order. Cancellation requests made after 24 hours 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
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 and we will not allow cancellation on orders.
Return & Exchange Policy
Return & Exchange on Regular Priced Products
We hope you will be thoroughly delighted with your purchase. If you are unhappy with your purchase, you may return any merchandise in "NEW and UNUSED" condition within 14 days of receipt for a refund. Please let us know if you would like to exchange for another item. Shipping fees are excluded if the purchase was ordered online.
- "NEW and UNUSED" means saleable 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 include the original tags and packages.
- 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).
- Sale priced items are eligible for an in-store credit or exchange when the item is in new condition with original packaging and store receipt.
- We care about your health and the health of your baby. Due to the hygienic nature of the following products, they are all sold as FINAL SALE. If you require return or replacement of any of these types of products, you will have to deal with the manufacturer directly, as we cannot, under any circumstance, accept these types of products back into our system:Feeding products (bottles, pacifiers, cups, etc) ; Toilet goods and potty training goods. The above items are FINAL SALE due to the nature of the goods. Any of these items WILL NOT be accepted for return at the store or online.
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. 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.
Please Note: no refunds or exchanges will be processed without a receipt.
Return & Exchange of On-Sale & Clearance products
On-sale products can only be EXCHANGED with a similar item. Clothing & footwear can be exchanged with a different size, color, or a different brand under the same category. Or we can issue store credit to the items that need to be exchanged.
You'll be responsible for the shipping fee of both ways when you exchange the products.
All clearance items are final sale, no refund or exchange.
Instructions for Returns:
Contact us at (604)986-8977( toll free at 1-877-986-8977) or email@example.com to receive a Return Authorization.
Shipping address for returns is as follows:
Unit73, Capilano Mall, 935 Marine Drive
North Vancouver, BC, Canada. V7P 1S3