At Active Baby, we know firsthand how online shopping can save you time, money and your sanity. We currently uses Canada Post and Canpar for most shipments. We also have the options to use Greyhound or UPS for large, oversized or bulky/heavy orders (over 5kg/10lbs).

We aim to make your shopping experience as stress-free as possible. There is no handling charges and no uplift on these costs. We try our hardest to maintain the lowest shipping costs 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 $300!

Free shipping this winter of 2010

If you spend over $150 on 'Clothing' or 'Footwear', we provide FREE SHIPPING to your entire order!!

Use coupon code - 150free

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.

Shipping Timeline

We'll respond to your orders as soon as you place them online with us. In most cases, we'll arrange shippment within the same day you placed orders, to help minimizing the time that you wait for your orders to be delivered. Orders placed on weekends will be shipped on the coming Mondays. Your orders will be carefully picked up from our inventory and well wrapped 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, if it's a rare case that the item is out of stock, we'll either email you or call you right away, to provide you the alternative product solutions or asking your permsission on the back-order shipment.

Since our store is located in Vancouver, so it normally takes about 3 to 5 business days to ship to the middle of Canada, and about 5 to 7 business days to east.A few remote locations in Canada (Nova Scotia, Newfoundland, Prince Edward Island, or New Brunswick, for example) may incur additional shipping time.

You are always welcome to send us email at service@activebaby.ca or give us a call to check your shipping status.Tracking information will be provided at your request.

In-store Pick up

For local orders, If you would prefer not to pay for shipping, we offer free pickup at our location at Capilano mall, North Vancouver. Please see the Contact section for maps to location.

Order Changes

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, as the products may have already shipped. As we strive to have all orders shipped within 2 business days, 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 our warehouse. Please send all order changes or requests to service@activebaby.ca

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, as the products may have already shipped. As we strive to have all orders shipped within 2 business days, 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 our warehouse. If you decide to cancel an order that has already been shipped, please contact our customer service department at service@activebaby.ca .

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 is part of a series that 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 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, excluding shipping fees if you 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 orignial tags and pacakages.
• 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 retail stores or online.

You are responsible for the actural 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 charges a standard shipping rate for orders with a single order.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. If you would like to exchange for another item, please let us know when you are notifying us of the return.

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 the shipping fee of both ways when you exchange the products. Please note that we use flat shipping rate, and we also provide free shipping on clothing & footwear orders over $150, and on any orders over $300. Return shipping cost may be significantly more than your original shipping cost.

All clearance items are final sale, no refund or exchange.

Instructions for Returns:

• Contact us at in (604)986-8977 or service@activebaby.ca to receive a Return Authorization.
• No returns will be accepted without a proper return authorization.
• If you have received a call tag from us, please print a copy and attach it to your box.
• Shipping address for returns is as follows:
  • Active Baby
  • Unit73, Capilano Mall, 935 Marine Drive
  • North Vancouver, BC, Canada. V7P 1S3