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We want delivery expectations to be clear before you place your order. This policy explains how baby enRoute processes orders, calculates shipping charges, handles store pickup, and manages backorders and special-delivery items.

Order processing

In-stock items are generally prepared for shipment within 1–2 business days, excluding weekends and statutory holidays. Orders placed outside business hours are processed beginning on the next business day.

Processing may take longer when an order requires payment or fraud verification, an address review, inventory confirmation, or a special shipping quote. If we cannot fulfill an order because of an inventory, pricing, payment, address, carrier-service, or similar operational issue, we will contact you and may cancel and refund the affected item or order.

Shipping within Canada

Available shipping options and final charges are shown at checkout based on the products in your cart, their weight and dimensions, and the delivery destination. We select the carrier that is appropriate for the shipment. Carriers may include Canada Post, FedEx, UPS, Purolator, or another approved delivery provider.

Free standard shipping

Free standard shipping is available on eligible, regular-size orders of CAD $100 or more before taxes when shipping to Alberta, British Columbia, Manitoba, Ontario, Quebec, or Saskatchewan. Eligibility and the final shipping rate are confirmed at checkout.

Free shipping does not apply to:

•Oversized items, furniture, or products with a product-specific shipping charge.

•Addresses in the remote-area provinces and territories listed below.

•Items or destinations identified as ineligible at checkout.

•Express or other upgraded delivery services.

Orders that do not qualify for free shipping are charged the rate displayed at checkout.

Remote areas within Canada

Free shipping is not available for addresses in New Brunswick, Newfoundland and Labrador, Nova Scotia, Prince Edward Island, Yukon, Nunavut, or the Northwest Territories. These destinations may have limited carrier service and higher delivery costs.

Checkout may display a flat shipping rate or indicate that the final shipping cost must be quoted after the order is placed. If an additional shipping amount is required, our team will contact you with the amount before collecting the additional charge or shipping the order. You may accept the quote or cancel the affected item or order for a refund.

Oversized items and furniture

Oversized items and furniture do not qualify for free shipping. Delivery charges depend on the product, shipment size and weight, and destination. Where possible, the charge is shown at checkout. If a manual quote is required, we will contact you before collecting an additional charge or dispatching the order.

Delivery availability for oversized items and furniture may be limited by destination and carrier service. Product-specific restrictions shown on the product page or at checkout also apply.

International shipping

Shipping is available to select international destinations when an eligible shipping option appears at checkout. Availability varies by product and destination, and some orders may require a manual shipping quote.

Unless checkout states otherwise, the recipient is responsible for any import duties, taxes, customs brokerage, clearance charges, or other destination-country fees. baby enRoute is not responsible for delays caused by customs authorities or destination-country carrier processes. Some products cannot be shipped internationally because of product, manufacturer, safety, or regulatory restrictions.

Store pickup

Store pickup is available for eligible items when it is offered at checkout. Current estimated preparation times are:

•Richmond: usually within 24 hours.

•Burnaby: usually within 2–4 days.

•Ottawa: usually within 2–4 days.

Pickup times are estimates and depend on inventory availability. Please wait until you receive a pickup-ready notification before travelling to the store.

Tracking and split shipments

When a shipment leaves our location, we will email the available tracking information. Orders may be fulfilled from more than one store, warehouse, or supplier and can arrive in separate packages with separate tracking numbers.

Carrier transit times and delivery dates are estimates. Weather, peak-volume periods, customs processing, service interruptions, and other events outside our control can cause delays.

Backorders and preorders

If an item is on backorder or preorder, we will provide an estimated availability or shipping date when one is available. These dates are estimates and can change because of supplier or transportation delays.

Backorder and preorder items are charged when the order is placed, together with applicable taxes and shipping shown at checkout. If an order contains both in-stock and backorder or preorder items, we may hold the in-stock items until the order is complete or ship the order in more than one shipment. We will provide updates when new information is available.

Address changes, refused shipments, and undeliverable packages

Please review the delivery address carefully before submitting your order. Contact us as soon as possible if a correction is needed. We cannot guarantee that an address can be changed after processing or shipment has begun.

Refused, unclaimed, or undeliverable packages may be returned to baby enRoute. A $15 refusal fee and the actual outbound and return shipping costs may be deducted from the refund where applicable.

Returns and return shipping

Return eligibility, return-shipping responsibilities, and prepaid-label requests are covered by our Refund Policy .

Questions about shipping

If you need help with a shipping option, special-delivery item, address, or existing order, please contact baby enRoute and include your order number when available.

Contact - baby enRoute - Checkout

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.

Where to Return Items

Returns should normally be made through the original place of purchase. Store purchases should be returned to the same store, and online purchases should be returned through the online returns process, unless an alternate return location or method has been confirmed with customer service.

If customer service asks you to ship a return, use the following address:baby enRoute7800 Alderbridge WayRichmond, BC V6X 2A5Canada

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.

Please note that baby enRoute does not price match Amazon offers unless the lower price is listed by the brand itself or by an authorized retailer or seller for that brand. Marketplace listings, third-party sellers, unauthorized resellers, limited-time coupons, or promotional offers that cannot be verified as brand-authorized are not eligible for price matching.

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 online@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.

Contact - baby enRoute - Checkout