Frequently Asked Questions
What does BabySense Canada offer?
BabySense Canada offers thoughtfully selected baby gear, toys, gifts, nursery essentials, feeding products, clothing, and personalized items for babies and children.
If you are looking for something specific and cannot find it online, please contact our team and we will be happy to help.
How long does it take to process and ship my order?
In-stock items typically ship within 4–6 business days, Monday through Friday.
During sales, holidays, or peak periods, processing may take longer. We will contact you if there is a significant delay.
How will I know when my order ships?
Once your order ships, you will receive an email with tracking information.
If your order is sent in multiple packages or from different locations, you may receive more than one tracking notification.
Do you offer free shipping?
Yes. We offer Free Standard Shipping on orders over $99 CAD before tax to most Canadian destinations.
Oversized or heavy items, clearance or final sale products, and certain rural or remote postal codes may be excluded.
Do you ship internationally?
Yes. We ship select products to the United States and to selected international destinations, including China, Taiwan, Hong Kong, and Macau.
Some brands and products are restricted from international sale. International customers are responsible for applicable duties, taxes, brokerage, and customs fees.
Can I pick up my online order in store?
Yes. In-store pickup is available for online purchases.
We will email you when your order is ready for pickup. Please wait for the pickup notification before visiting the store.
How long will you hold my pickup order?
Pickup orders should normally be collected within 2–3 business days after the ready-for-pickup notification.
If you need additional time, please contact us and we will do our best to accommodate your request.
Can I change or cancel my order?
If you need to cancel an order, please contact us within 1 hour during business hours.
Once an order has entered processing, we cannot guarantee that changes or cancellations can be made.
What is your online return policy?
Unused items in their original condition and packaging may be returned within 7 days of delivery, as confirmed by tracking information.
A valid receipt or order confirmation is required. Some products are final sale and cannot be returned.
How do I start a return or exchange?
Please contact our Customer Care Team before sending anything back.
Email: info@thebabysense.com
Phone: 604-620-1777
WhatsApp: Message us on WhatsAppOur team will provide return or exchange instructions.
Are shipping charges refundable?
No. Original shipping and handling charges are non-refundable, and return shipping costs are the customer's responsibility.
If your order qualified for free shipping, the original shipping cost may be deducted from your refund.
Which products are final sale?
Final sale items include products that cannot be returned for safety, hygiene, customization, or special-order reasons.
This includes, but is not limited to, car seats and bases, breast pumps and related accessories, Wi-Fi baby monitors, certain bathing and hygiene products, plush toys, personalized items, furniture, special orders, pre-orders, clearance and final sale items, and gift cards.
Are plush toys returnable?
No. Plush toys are considered final sale and are not eligible for return or exchange.
Can personalized items be returned or exchanged?
No. Personalized and customized items are final sale because they are made specifically for you.
Please carefully check names, spelling, colours, and other personalization details before submitting your order.
Can I exchange a gift?
Gift purchases are not eligible for refund, but eligible gifts may be exchanged within 7 days of delivery.
The item must be unused, in original condition, and accompanied by a gift receipt or proof of purchase. Final sale items remain excluded.
What happens if I refuse or do not claim a shipment?
Refused or unclaimed shipments are treated as returns.
Return shipping charges, re-delivery fees, and applicable restocking fees may be deducted or charged.
What should I do if furniture or a large item arrives damaged?
Please inspect furniture and large items at delivery. If visible damage is present, sign the delivery as "Damaged" and contact us immediately.
For manufacturer defects, please notify us within 2 business days and include photos, proof of purchase, model information, and a description of the issue.
How can I contact BabySense Canada?
We are happy to help with orders, products, pickup, personalization, returns, and general questions.
Email: info@thebabysense.com
Phone: 604-620-1777
WhatsApp: 604-620-1777You can also visit our Contact Us page.
Still need help?
We’re always happy to help.
