Return & Exchanges
Returns & Exchanges
Returned or exchanged merchandise must be unused, unworn, unwashed, and returned in its original, unopened packaging. For clothing, toys, or other items without a box, all original tags must be intact and attached.
Please note that Final Sale items are not eligible for return or exchange under any circumstances.
All returns are subject to inspection and must meet our resale condition standards in order to be approved.
In-Store Returns & Exchanges
At Active Baby, we are committed to providing brand-new merchandise that meets high quality standards.
- Returns for a full refund are accepted within 14 days of the original purchase date with a valid receipt.
- Exchanges are accepted within 30 days of purchase only for eligible items.
- All items must be in resaleable condition (unused, unopened, unwashed, with original tags).
- Items purchased as a gift and returned with a gift receipt may be exchanged for store credit within 30 days, excluding Final Sale items.
Exchange Restrictions
- Exchanges are not permitted for Final Sale items.
- Exchanges may be considered only in cases of defective or damaged merchandise.
- All exchange requests are subject to review and approval, and each case will be evaluated individually based on the condition of the product and manufacturer guidelines.
Final Sale, Safety, Health & Hygiene Items
Please note: In accordance with Canadian retail practices and health regulations, the following items are final sale and not eligible for return or exchange for safety, health, and hygiene reasons:
- Final Sale items
- Car seats
- Child carriers
- Strollers
- Bassinets
- Breast pumps and breast pump accessories
- Bottles and bottle nipples
- Nursing pads and nursing accessories
- Pacifiers and teethers
- Plush toys
- Sleep sacks
- Sheets and swaddles
- Bath tubs and bathing accessories
- Safety gates
- Skincare products
- Potties
- Special order items
Online Returns & Exchanges
For items purchased online, return requests must be initiated within 14 days from the shipment date. Please note: Once an item has been shipped, it is not possible to cancel the shipping to cancel the order.
Exchanges for online orders are available only for defective or damaged items and are subject to review. Please contact service@activebaby.ca or 604-496-0888 to receive authorization and instructions. Emails are monitored Monday to Friday, 9:00 AM to 5:00 PM, excluding holidays.
Online purchases may be returned to any Active Baby store location; however, refunds and approved exchanges will be processed through our online system. Please allow several business days for processing.
Defective or Damaged Merchandise
If you receive a product that is damaged or defective, we sincerely apologize. Please contact us within 24 hours of delivery at service@activebaby.ca or 604-496-0888, and provide clear photographs of the issue.
All defect or damage claims are reviewed on a case-by-case basis. Depending on the product and the nature of the issue:
- We may offer a replacement part, product exchange, or replacement unit, subject to availability and manufacturer approval.
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If the damage is determined to be a manufacturing defect, you may be required to contact the manufacturer directly for resolution.
Special Orders
A Special Order refers to any product ordered specifically for a customer that is not part of our regular inventory. Full payment is required prior to placing a special order. All special orders are final sale. No returns or exchanges are permitted.
Return Shipping Fees
Active Baby will only cover return shipping costs if the return or exchange is approved due to a confirmed manufacturing defect or an error made by Active Baby.
All returns or exchanges requested for personal reasons—including, but not limited to, change of mind, incorrect size selection, no longer needed, or personal preference—require the customer to cover all return shipping costs.
Final Sale items are strictly non-returnable and non-exchangeable under any circumstances, including personal reasons, sizing issues, or dissatisfaction. No exceptions will be made.