Returns, Refunds, and Price Match Policy

Returns

Merchandise must be returned within 14 days of receipt of goods to be eligible for a refund of the purchase price, subject to the exclusions and conditions below.

Merchandise must be new, never used, and in its original carton with all packing materials, manuals, and registration cards. We will not accept opened boxes, dirty, washed, or used products.

Please include your order/invoice number and/or a copy of your email confirmation with your return, along with a memo explaining the reason for the return.

Final Sale and Non-Returnable Items

Some products are considered special order items and unfortunately are not returnable.

All purchases of sale merchandise, furniture, car seats, strollers, electronics, mattresses, pillows, swimwear, bedding, diapers, food, toys, and plush are final sale.

We cannot accept returns for the following classes of products: feeding products and accessories, breast pumps, bathing accessories, lotions and powders, diapering accessories, diaper pails, potty seats and wipes, video/audio tapes, and undergarments.

Furniture is final sale unless otherwise stated on the product page or approved by baby enRoute. Where a furniture return is approved, all furniture items will incur a 30% restocking fee unless otherwise stated on the actual product page.

Return Shipping Costs

baby enRoute does not assume return shipping costs. Customers are responsible for all return shipping costs.

Customers may request a prepaid shipping label. The cost of the label will be deducted from the refund amount once the item has been received.

To request a prepaid label, email returns@babyenRoute.ca and include your order number and the reason for your return. Our returns department will process your request and reply within 2 business days with the shipping costs.

Customers may ship returns back using their own shipping method. For your protection, we recommend using Canada Post or insured parcel post and requesting a tracking number from the shipper for your records.

If a package is refused, there will be a $15.00 refusal fee plus our actual shipping costs, including freight to and from the customer.

All items must be returned to:
baby enRoute
7800 Alderbridge Way
Richmond, BC V6X 2A5
Canada

Price Match Policy

We will gladly match a lower price within 14 days of the item being available to you, provided the price is offered by a qualifying online retailer or a local competitor.

The 14-day eligibility period for a price match is calculated based on how you receive your order: for store pickup orders, the 14 days begin when your item's status is changed to “Ready for Pickup”; for shipped orders, the 14 days start on the day the item is delivered to your address, as confirmed by the shipping carrier's tracking information.

All refunds and exchanges resulting from a price match request are subject to final review and approval by baby enRoute.

Backorder and Out of Stock Items

Our Backorder Program

If an item you ordered is currently on backorder or has become out of stock, you will be notified by email with an estimated availability date. You then have the option of waiting for the item to become available or cancelling it.

Our backorder program allows you to purchase items that are currently out of stock but will be available again. This allows you to reserve our best-selling items by purchasing them in advance before they arrive.

To reserve backorder items, we take payment for the item at the time the order is placed. This means all backorder items in your shopping cart will be charged to your account once you checkout. Shipping and taxes will also be charged at this time, so you will not have to pay any additional fees later for those items unless you separately approve a change.

When Will I Receive My Backorder Items?

Whenever a backorder item is purchased, we will provide you with an estimated shipping date. This estimate considers the time it takes for the item to become available and ship to us, as well as the time it takes for us to stock the items and process your order.

Please be aware that backorder dates are estimates and are subject to change. We do our best to notify you about backorder items whenever an update is available.

If your order consists of both in-stock and backorder items, we will reserve these items for you and ship your order in full as soon as your backorder item(s) arrive. Depending on the estimated arrival date for your backorder item(s), your in-stock items may be shipped to you first.

Cancelling Backorder Items

You can cancel your backorder at any time, as long as it is not a custom-made or special order item. Simply send an email to cs@babyenroute.ca with your order number or log in to My Account to submit a request.

Please note that sending a request does not automatically cancel your order. You will receive a cancellation confirmation email once it has been processed.

Product Colour Disclaimer

Product colour may slightly vary due to photographic lighting sources or your monitor settings.