FAQ
Shipping & Delivery
We’re a small, family-owned business and truly appreciate your support. Below are the most common shipping and delivery questions to help make your experience smooth and stress-free.
Free Shipping
Do you offer free shipping?
Yes. We offer FREE shipping on orders over $89.99 CAD (before tax) within Canada.*
Free shipping is calculated based on your final subtotal before tax, after discounts. If a discount code reduces your subtotal below $89.99 CAD (before tax), free shipping will no longer apply.
Example:
Cart subtotal: $95.00
10% discount applied → New subtotal: $85.50
Result: Free shipping does not apply because the subtotal is under $89.99.
*Free shipping excludes remote areas, oversized items, and specialty products.
Processing & Delivery Times
How long does it take to process an order?
We begin processing orders as soon as they are placed online.
Orders ship Monday to Friday. Orders placed on weekends or statutory holidays will be processed on the next business day.
Please allow 5–7 business days for your order to be carefully prepared and shipped.
While we strive to keep products in stock, processing times may be extended during high order volumes or unforeseen circumstances.
How long does delivery take?
After pickup by the carrier, delivery to most major Canadian cities typically takes an additional 5–7 business days.
Delivery timelines are estimates only and not guaranteed.
Tracking & Delivery Responsibility
How can I track my order?
Once your order has been prepared and a shipping label has been created, you will receive an email containing your tracking number.
For select local delivery areas, orders may be delivered by our in-house driver. In these cases, tracking numbers are not available.
What if my package shows “Delivered” but I did not receive it?
If tracking indicates “Delivered,” we kindly ask that you check with household members, neighbors, building management, and surrounding areas.
Once a package has been marked as delivered by the carrier, risk of loss transfers to the customer. While we are always happy to assist in contacting the carrier, Active Baby is not responsible for lost or stolen packages once marked as delivered.
What if my package is delayed?
Once an order has been collected by the shipping carrier, delivery timelines are the responsibility of the carrier.
We will gladly assist where possible; however, Active Baby is not liable for carrier-related delays once shipped.
Incorrect Shipping Address
Customers are responsible for ensuring that shipping details entered at checkout are complete and accurate.
Active Baby is not responsible for orders shipped to incorrectly entered addresses. If a shipment is returned due to an address error, additional shipping charges may apply for reshipment.
Do you ship to P.O. Boxes?
Yes. We ship to P.O. Boxes within Canada using Canada Post. Only Canada Post can deliver to P.O. Box addresses.
Do you ship internationally?
No, we currently ship within Canada only. We are proud to serve families across Canada and focus on ensuring reliable, timely delivery nationwide.
Weather / Force Majeure
Active Baby shall not be liable for delays or failure to perform resulting from events beyond our reasonable control, including weather conditions, natural disasters, carrier disruptions, or other unforeseen circumstances.
Backorders, Dropship & Partial Shipments
What happens if an item is backordered?
If an item is out of stock or backordered, we will contact you by email with an estimated arrival time.
You may choose to:
• Wait for restock
• Receive a partial shipment (if applicable)
• Select an alternative product
• Cancel the backordered item for a refund
We will not ship a backordered item without informing you first.
What is a dropship item?
Dropship items are shipped directly from the supplier and are subject to supplier availability.
Estimated delivery timelines (typically 4–6 weeks) are approximate and not guaranteed.
Why was my order partially shipped?
To minimize delays, available items may be shipped first. We will confirm your preference by email before proceeding.
Cancellations & Order Changes
Can I cancel or modify my order?
Yes, provided the order has not been shipped or prepared for delivery.
If a shipping label has already been created or the order has left our warehouse, changes or cancellations are not possible.
To request a cancellation or modification, please contact service@activebaby.ca with your order number as soon as possible.
Returns & Exchanges
What is your return policy?
Returned or exchanged merchandise must be:
• Unused
• Unworn
• Unwashed
• In original, unopened packaging
Items without packaging must have all original tags attached.
Due to hygiene standards and manufacturer restrictions, certain items are designated as FINAL SALE and are not eligible for return or exchange.
In-Store Returns & Exchanges
Refunds may be considered within 14 days of the original purchase date with a valid receipt.
Exchanges may be considered within 30 days for eligible items.
All returns are subject to inspection and approval. Each request is reviewed on a case-by-case basis at our discretion.
Gift items returned with a gift receipt may be eligible for store credit within 30 days.
Final Sale items are non-returnable and non-refundable.
If you have questions regarding a specific item, please contact us at service@activebaby.ca prior to visiting the store.
Safety & Product Conditions
Are car seats and strollers returnable?
For safety and regulatory reasons, car seats and strollers are FINAL SALE and are non-returnable and non-refundable once they leave our store or warehouse.
Do you sell open-box or used items?
We do not sell used products.
In rare cases, an open-box item may be clearly labeled and described. Open-box items are typically available for in-store pickup only and are not eligible for shipping.