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Shipping, Return & Pick up

Shipping & In-store pick up  

On orders over $79.99 you will receive FREE shipping*! *excluding remote areas and certain products of large size.

All the products are shipped out from our stores in Metro Vancouver, therefore shipping cost may vary depending on provincal location.

However, as a small family business, we are trying our hardest to offer you the lowest shipping prices we can.

In-store Pickup 

If you are a local customer, we encourage you to choose pick-up from any of our three locations. Be aware that although we try to get you your orders ready as soon as possible, sometimes we may need to source from our warehouse so it may take longer.

Store pickup schedule for stores:

Mondays to Saturday, 10am-6pm & Sundays: 11am - 5pm

Locations for pickup:

  • Vancouver store
  • Langley store
  • North Vancouver store

Pick up from the warehouse:

  • Surrey Warehouse ( pick up time: Mondays to Fridays: 9am - 4pm)

Final Sale Items:

  • Items that have been removed or taken out of their original packaging
  • Items that are used
  • Items that have been assembled or modified
  • Special ordered item
  • All sale & clearance items are final sale

For safety, health & hygienic reasons, some products are final sale. These products include, but are not limited to:

  • Car seats
  • Child Carriers
  • Strollers
  • Breast pumps & accessories
  • Bottles and Bottle nipples
  • Nursing pads and Nursing accessories
  • Pacifiers and Teethers
  • Sleep Sacs (all sleep sacs are final sale for hygienic reasons. Please make sure you choose the right size before you made the purchase).
  • Sleepware
  • Sheets & Swaddles
  • Bath tubs & Bathing accessories
  • Safety gates
  • Skin Care products
  • Potties
  • Special Order Items

Sale items such as Deal of the Day/Week items, promotions (that are not clearance) and certain 'in store specials' are eligible for exchange with products or store credit. Please contact your local store or customer service for clarification if you are unsure if a product is final sale or not.

Exchange or Store Credit ONLY:

Items that qualify for exchange or Store Credit ONLY:

  • Returns with Gift Receipt within 30 days of purchase

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Detailed Shipping info

We currently use Canada Post 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.

Free Shipping & Flat Shipping rate

We apply the standard shipping rate and offer FREE shipping on orders over $59.99. For orders under $59.99, flat ground shipping fee of $11.99 will apply. However, there are some restrictions apply on certain remote areas and certain products due to their size/weight or product discount.

     

Order Amount

Store Pick-up        

Shipping Fee

Up to $79.98

FREE

$11.99 (flat rate)

$79.99 and up

FREE

FREE**

     
     

Flat rate & Free shipping restrictions on certain remote areas and large sized products:  

These areas include but not limited to: Yukon, Northwest Territories, Nunavut & the following postal codes:

Alberta: T0H, T8S, T0G, T0A, T0P

British Columbia: V0W, V0C, V0T, V0J, V0K, 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

Large items or discounted items in large sizes:

Below items are excluded from Free Shipping and Flat Shipping, please contact the store for a detail shipping cost.

  • Sale & Promotional products
  • Furniture
  • Discounted item in large size

 

Shipping Timeline

We will respond to your orders as soon as you place them online with us. All orders will be shipped between Monday and Friday. Orders placed on weekends and statutory holidays will be processed the next business day. Your orders will be carefully picked from our inventory and shipped to your address within the first 3 - 5 days during the business week. We try our best to make sure all the products online are available in stock.

In occasion that the item is out of stock or back ordered or for pre-ordering, we will either email or call you to provide an alternate product solution or inform you on any back-order shipment. Back ordered or pre-ordering products will have an ETA indicated on our product page.

*Bugaboo parts order may take up to 3-4 weeks to arrive*

Once your order is processed and shipped, we will provide you with the tracking information.

 

Shipping & Fulfillment at Active Baby

Our Surrey Warehouse handles all of our online order shipping. Your items will be sourced from our locations and collected at our warehouse to be shipped out to you as soon as possible.

Be aware that it normally takes 5 to 7 business days to ship to most major cities in Canada. .

 

In-store Pick up

Our stores are located in North Vancouver, Langley and Vancouver and are all available for in-store pickup.

When you arrive to pickup your order, please have your Invoice Number ready so we can find your items quickly.

 

Order Changes

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 service@activebaby.ca or give us a call at 604-496-0888.

 

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 or store, 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 service@activebaby.ca or call 604-496-0888.

Unfortunately, our in-store system is unable to issue online returns or exchanges so please use the number above to make any changes to your order.

 

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Return & Exchange

Returned or exchanged merchandise must be unused, unworn and returned in its original packaging (un-opened). For clothing, toys, or other items without a box the original tags must be intact.

In-store Returns & Exchanges

At Active Baby our customers can always be confident that we provide them with strictly brand new merchandise and that all our products obtain a high standard of quality.

However, if you wish to return your item you may do so for a refund, items must be brought back within 14 days of purchase with a regular receipt. Receipts must be presented at the time of transaction.

Products purchased in store can be returned/fully refunded within 14 days of purchase or exchanged within 30 days of purchase when the products are in re-saleable condition (un-opened, un-unused, unwashed) with original tags.

Items purchased as a gift and returned with a gift receipt can be exchanged with store credit within 30 days of purchase.

*Sale & clearance items, special ordered products, safety, health and hygiene products are final sale. We cannot take them back. Please see list of final sale items above.

Online returns

For products purchased online, you have up to 14 days from the date of shipment for all returns or exchanges.

All of the online returns will be issued through our online system so please contact 604-496-0888 or email us at service@activebaby.ca. This is a separate from our in-store. You are always able to return items to our store locations, but our online system will issue the return so please allow a few days for it to show in your account.

 

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 service@activebaby.ca or 604-496-0888 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

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 Shipping Fee

If you are unhappy with your purchase and want a return/exchange, you can send us an email requesting sending your product(s) back. We will issue you an prepaid Return Authorization Label for you.

We will pay for the return shipping by sending you a prepaid shipping label if the return is as the result of our mistake, for example, defective or incorrect items. You can put the shipping label on the box. We will send our shipping company to come to collect the returning item.

Unfortunately, if you want to return/exchange due to personal preference the return shipping will be your responsibility. We apologize in advance for the inconveniences may cause. You are always welcome return items in store, but the refund will still be issued by our online system, so please allow a few days for it to return to your account.

If free shipping is applied on your order, the actual original shipping cost might be charged if you will have to return the order (in this 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 note that we try our best to keep the shipping cost as low as possible when we ship the products to you, your return shipping cost might be significantly more than our shipping table rate.

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