Refunds & Returns

Last updated 15 September 2026. This policy is reviewed periodically; if anything here is unclear, ask us before you order.

Thank you for shopping with us. If you are not completely happy with your purchase, we are here to help.

Your rights under provincial law

Consumer protection in Canada is set by each province and territory. The consumer protection law of the province or territory where you live applies to your purchase. Nothing on this page limits any right under that law that cannot be given up, and if this page and that law differ, the law wins.

For example, Ontario's Consumer Protection Act, 2002 has rules for buying online, including when a consumer can cancel an internet purchase. If a right like that applies to you, you can use it whatever this page says.

Damaged, incorrect or missing orders

If our product arrives damaged, or goes missing in delivery, we accept the return and take full responsibility for the return postage.

Damaged items or missing parts. If you receive a damaged product, or one with parts missing, please tell us straight away.
Incorrect item sent. If you receive a product that is different from what you ordered, please tell us straight away.
Order not received. If your order does not arrive, please tell us straight away.

Email theteam@onlinebabyshop.net with your order number. We may ask for more information about the condition your order arrived in, such as photographs of the item and the packaging, and we appreciate your help with that. Once our checks are done, we put it right with a replacement or a refund, and we aim to issue a refund within 24 to 48 hours.

Faulty or not as described

Across Canada, sale of goods and consumer protection laws generally expect goods to be of merchantable quality, fit for their purpose and as described. If something we sent you is faulty or not as we described it, tell us. We cover the return postage and put it right.

Changing your mind

Canada has no general federal cooling-off period for an online purchase, so a change of mind return is our own policy. Some of our products, such as playpens and play yards, are large items with high shipping costs, so we do not offer free returns for a change of mind. Please read the product page before you buy, so you can make an informed choice.

You can return a product within 15 days of the original purchase for an exchange or a refund, as long as:

You bought it within the last 15 days.
It is in its original packaging.
You have the receipt, order confirmation or other proof of purchase from this website.

These rules apply if you are returning a product for one of these reasons:

You found a better price
You changed your mind
It does not fit
You no longer need it
You ordered the wrong item

You send it back using a tracked shipping service, at your own cost, to the warehouse your package was sent from. Your refund does not include the original delivery charge.

We cannot accept returns of purchases made from third-party retailers. A product that does not meet the conditions above cannot be accepted as a change of mind return. This does not affect what we do for damaged, incorrect, missing or faulty orders.

Cancelling an order

All orders can be cancelled until they are shipped. If your order has been paid and you need to change or cancel it, contact us within 12 hours, because orders are handled within 24 to 48 hours of ordering.

There is no charge for cancelling an order before it ships.

Once the packing and shipping process has started, the order can no longer be cancelled. Please use the returns policy above instead.

If we cancel your order ourselves, for example because an item is out of stock, you get a full refund.

How refunds are paid

Your refund is processed 24 to 48 hours after we receive the returned item. It goes back to the way you paid, your card or your PayPal account, or we can hold it as store credit for a future order if you ask. Payment providers usually take a few more working days to show the money on your statement.

How to start a return

Email theteam@onlinebabyshop.net with your order number and a short note about what you would like to do. Please contact us before sending anything back, so we can confirm the warehouse address and credit the return to your order. For a change of mind return, send us the tracking details once you have posted it.

We do our very best to reply to support emails within 24 hours.

If something goes wrong

If you are unhappy with how we have handled a return, email us first so we can try to put it right. If we still cannot agree, you can contact the consumer protection office of your province or territory, or take a claim to its small claims court.