Frequently Asked Questions

If your questions are not listed here, please contact us

General

We are located in Burnaby, British Columbia, Canada.

We know Canadians love variety and so do we! We strive to be the online retailer where you go to in order to find all your personal and household essentials! We offer thousands of different items including products for Baby & Kids, Beauty & Skin Care, Green & Natural,  House,  Personal, Pets, Sexual Wellness, and so much more! Get comfortable, put on your favourite shopping tunes, and take a look around!

If you can't find the product you're looking for, Please let us know! 

All online order questions can be answered by our Web Team. They can be reached at info@thebabysense.ca or 604-620-1777.

No. Once we have confirmed stock for your order as well as shipping information then your order will be processed and your credit card will be charged. Your order will ship shortly thereafter.

Once your order has been processed and charged shipping arrangements are made. You will receive an email with all of the tracking information once the item(s) has shipped.

While we do our best to fulfill all orders within four (1-2) business days after they are placed, our inventory is constantly changing in order to respond to your needs. It is important to us to offer you the widest selection possible and to fulfill each and every order. It may sometimes take us a bit longer to ship some of the items you have ordered, as we want to ensure that we do everything possible in order to locate them. As soon as items have shipped you will receive an email with the tracking information.

Order changes must be received within 24 hours of placement of the original order. Changes or requests made after 24 hours may not be accepted. If your order has already been processed, you will need to refer to the Return Policies portion of our Customer Service page. Please send all order changes or requests to: Info@thebabysense.ca

All orders are shipped with Canada Post, Purolator or DHL Express. The shipping companies attempt delivery three times. If they are unsuccessful in their attempts the package will be held for a short time at their depot and then shipped back to the store. If this occurs the customer is responsible for any re-delivery charges.

If your order arrives and the packaging is clearly damaged please sign the delivery slip "Damaged" and contact our Orders Department (604-620-1777 or info@thebabysense.ca). If the damages are not noticed until the package is opened, not to worry, please still let our Orders Department know. Please include your order number and contact information. Please note that in most cases, images of the damages are required. This is necessary for our records, the manufacturer's 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!

For safety, health and hygienic reasons, some products are final sale. For a complete list please see our Returns & Exchanges section. Final sale items include (but are not limited to) car seats, breast pumps and accessories, personal care items, sale and clearance items, special order items, pre-order items and hygiene items.

Yes, You can call the closest store location where a sales associate will be happy to arrange a layaway for you. 

Payment

Currently, we support product payment via Paypal, Email Transfer payment , Wechat and Alipay Payment. 

You can log in to your account in BabySense Boutique then go to “My order” to see the status of your order- complete or pending.

We use the industry standard encryption protocol known as Secure Socket Layer (SSL) to keep your order information secure. As you know, security is the top priority at BabySense. When you submit the sensitive information via the website, your information is protected both online and offline.

Shipping & Handling

Due to supplier restrictions, Some products cannot be purchased online for shipment outside of Canada. Please call +(1) 604-620-1777 or Email us at info@thebabysense.ca for assistance.

Please note all shipping fees incurred when sending the order out are non-refundable and all returns are done at the customer's expense. Refused shipments and shipments not picked up at shipping depots are considered returns and are subject to return shipping charges.

All in-stock items are shipped within 4-6 business days (Monday - Friday), due to higher than normal order volumes during sales shipping times may increase, and you will be notified of any delay.  You will be emailed a tracking notification email once your order has shipped.

If there are any discrepancies with shipping amounts (or over-sized items that require shipping charges to be calculated after the order has been placed) a customer service representative will contact you via phone or email to discuss price changes or shipping options. If no shipping amount at all shows on your over-sized item (such as furniture. mattresses, bean bag chairs or a stroller/ car seat combo) a customer service representative will contact you via phone or email with the appropriate shipping amount. Our shipping partners will attempt to deliver orders twice. A delivery notification will be left at your door if our shipping partners are unsuccessful in their attempts, packages are held at their depots and then shipped back to the store. In order to arrange a re-delivery, delivery charges will need to be paid again by the purchaser. Please note that all deliveries are shipped with "signature required".

All claims for damages/ defects must be submitted in writing to info@thebabysense.ca within 48 hours of receiving the goods. Any order discrepancies need to be reported to info@thebabysense.ca within 48 hours of receiving the goods.


FREE SHIPPING** when you spend $99 or more (Before Tax)

As a thank you for shopping with BabySense Kids & Mom we are pleased to offer Free shipping for all online orders over $99 (before taxes). Orders that qualify for Free Shipping will be sent via standard service

**"Free Shipping" offer excludes clearance items, all Furniture items, such as; cribs, beds, dressers, night tables, beanbags, all mattresses; twin, full and crib sized. These items will be noted in the product description. Free Shipping discount not applicable with returned merchandise. This offer is not valid on previous purchases. This promotional offer may be modified or terminated at any time without notice. We reserve the right to cancel any order due to unauthorized, altered, or ineligible use of a discount. Free Shipping offer only applies to online orders and not orders placed in store. some In-Store furnitures may qualify for free shipping as well, please contact us at 604-620-1777. BabySense reserves the right to cancel and/ or not ship an order at any time.

Shipping charges are based on our shipping partner's locations. If your location is outside of their shipping areas there may be additional shipping charges that were not calculated with your initial order. This applies to orders that have received Free Shipping as well as those below the free shipping threshold. We will do our best to find a shipping rate that will work within the parameters of what was estimated but some items (oversized items shipping to rural areas, shipping to northern parts of the province, etc) are unable to be calculated by the system and need to be manually calculated by a staff member. We apologize for any inconvenience that this may cause and we will contact you as quickly as possible with shipping options.


Cancellation Policy

With our commitment to process online orders quickly, cancellation requests must be submitted within 24 hours from the time of order.

Please contact us at 604-620-1777 or info@thebabysense.ca with your cancellation requests. We will notify you if your order is eligible.

Exceptions

Some areas of the country are excluded from our Free Shipping policy. Free Shipping is eligible for orders shipping within Canada.

These exception areas include: Yukon, Northwest Territories, Nunavut & the following postal codes:

  • British Columbia
    V0W, V0C, V0T, V0J, V8J, V0V, V8G, V8C, V0T, V1J, V1G, V0E, V0B, V0K
  • Manitoba
    R0B, R8N, R8A, R9A, R0L
  • Alberta
    T0H, T8S, T0G, T0A, T0P
  • Saskatchewan
    S0M, S0J, S9X, S0P, S0E, S0L, S0N, S4H, S0C, S4A
  • 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
  • Ontario
    P0V, P9N, P8T, P8N, P0W, P0Y, P0X, P9A, P0T, P0L, P5N, J0T
  • Newfoundland & Labrador
    A0P, A0R, A2V, A0K, A0A, A0H
  • Nova Scotia
    B0E

Furniture

All furniture deliveries are a curb-side (first threshold) delivery service and cannot be delivered to PO Boxes. For more information on our furniture delivery or to inquire about additional delivery options please contact our Customer Service team at info@thebabysense.ca

We ask that you inspect all furniture pieces upon delivery. If the products arrive damaged please sign for the item as 'Damaged' and advise the driver. Please then contact the store that you purchased the furniture from or email info@thebabysense.ca and advise of the damages so that we can proceed from there.

In the event of a manufacture defect, please contact the store that you purchased the furniture from or info@thebabysense.ca . All manufacture defects must be reported no later than 2 business days from the date the item was shipped. We require our customers to take photos showcasing the damage/defect, a copy

of the original receipt or copy of gift receipt, model number, manufacture date, and item description.

US-bound Shipment Information

US-bound shipments do not include brokerage fees and any duty or customs charges involved in cross-border shipping. Shipments to the US over a certain value may attract the attention of the local Customs office; this is out of of control and all charges accrued from this are the responsibility of the receiver.

All returned items from the US need to be sent via US Postal Service. Any shipments returned via Fedex, Purolator or UPS can lead to brokerage charges which will also be the responsibility of the customer.

Product Restrictions

Some products may be prohibited from crossing to the United States (or other countries) and may be subject to being detained at the border. To prevent this risk, BabySebe retains the right to void any order that has products that fall under this category. Car seats, all furniture items, high chairs, and any other products

that are required to pass Health inspections and standards before entering a country are included.

In Store Pick Up

At this time IN STORE PICK UP is not available for online purchases.

If you would like to arrange an in-store pick up please call us at 604-620-1777 and a customer service representative will be happy to help you.

Domestic Orders

To the Contiguous North America:

We send all orders within North America via Canada Post Or U.S. postal services. For orders within Canada you can select Regular Parcel, Expedited service. Orders to the United States are shipped by Canada Post, Expedited Parcel USA, Small Packet Or U.S. postal services. All orders should be received within 3~7 business days via Canada Post or USPS Services. Free Shipping in BC on order over $99, Your order has to meet Canada Post size and weight requirements. Oversize items, such as Strollers, Car Seats, Furniture etc. will not qualify for free shipping.

Once your package has been shipped, a tracking number will be provided on your shipping Confirmation Email. Please contact our sales representatives at info@thebabysense.ca. All packages can be tracked at HERE via Canada Post or USPS


For orders placed on weekends and the statutory holidays, please allow for additional time to process.

To China

Orders shipped to China are sent using our private courier. All shipping options include a tracking number. Orders shipped by Private Courier can be tracked via the delivery provider’s website or on our website. All orders shipped to China will be delivered via door-to-door express services. To ensure proper delivery, please type the receiver's name, phone number, postal code and detailed street address in Chinese when ordering. Please contact us at (+1) 604-620-1777, we will be happy to answer any of your questions. Orders should be received within 3 to 7 business days.


All orders require 24 hours of processing time unless otherwise noted on the product page. Shipping times are made available during the checkout process.


For orders place on the weekends and the statutory holidays, please allow additional processing time.


To International

International shipments (excluding China) can be sent via Xpresspost International.


Returns & Exchanges

If you would like to make an exchange, please contact Customer Service.

At thebabysense.ca, we want you to be 100% satisfied with your purchase.

14 Day Returns:

we will accept unopened products up to 14 days of purchase. Some exceptions apply – please see below for a listing of these items. If you would like to make a return request, please email info@thebabysense.ca with your order number (as quoted in the subject line of your “Order Update” emails), the item(s) that you would like to return, and the reason for the return. One of our friendly Customer Care team members will reach out to you as soon as possible with the next steps!


Exceptions

For safety and hygienic reasons, the following products cannot be returned or exchanged:

  • Car seats and Car Seat Bases
  • Strollers & Accessories
  • Furniture
  • Mattresses
  • Breast Pumps & Accessories
  • Nursing Bras
  • Bottles & Nipples
  • Nursing pads & Nursing Accessories
  • Teethers & Pacifiers
  • Skin Care Products
  • Special Order Items
  • Gift Cards
  • Clearance items
  • Foods

All Sale items, Clearance items, Special Orders, US and International purchases are FINAL SALE.

We will issue a refund to your credit card for the full purchase price (including taxes) of any unopened items that you return within the returns 14 days. For returns by mail, please make sure to enter all of your information, including your email address. It can take up to 14 days to process the return when you return by mail and credit your account. We will notify you via email once your return has been processed. When returning online purchases by mail, please note that your financial institution will likely take approximately five business days to reflect any credits. Original shipping and handling costs are non-refundable. If you have any questions about your return, please contact Customer Service.

***Please note all shipping fees incurred when sending the order out are non-refundable and all returns are done at the customer's expense. Refused shipments and shipments not picked up at shipping depots are considered returns and are subject to return shipping charges.

Disclaimer: Customers are responsible for all shipping charges for any returned products under the FREE SHIPPING promotion.

Returns can be mailed to

Unit 25 - 4429, Kingsway, Burnaby, BC V5H 2A1, Canada

Lowest Price Guarantee

BabySense will gladly meet the price of any* Canadian competitors advertised regular price. Proof of the current in-store or online retail price of any local competitors ad (printed or digital) is required for an identical item provided that the item is in stock.

Price Match & Beat Details and Conditions*:

  • Item must be identical (BabySense reserves the right to refuse items not deemed 'identical')
  • A current Canadian retailer's advertisement must be presented (printable or on mobile) and verified by a staff member
  • Price must be a "regular price" and not a sale price (see details below)
  • We reserve the right to verify a competitor's advertised price and the availability of the item.
  • All matches are done against pre-tax prices; guest is responsible for applicable taxes.
  • We reserve the right to limit price match to reasonable quantities.
  • Limit of one competitor online price match per identical item, per guest.
  • For matching eligible online competitors, the retail price must be current and shown on the Canadian competitor's website or mobile application at the time price match is requested and they must offer free shipping.
  • If the item is ON SALE (clarified as any price that is not 'regular price') then BabySense will gladly MEET the price 
  • Retailer must have the advertised item in stock and be available for immediate sale
  • BabySense Price Match is not valid for the following online retailers:
  • Any US (or International) websites or companies
  • Printouts, screenshots and competitor offers shown on any site other than the competitor's website will not be accepted.
  • Membership only discounts or companies such as Costco and Amazon Prime
  • Online "Marketplace" or auction-type websites (including Amazon.ca and Amazon.ca marketplace), or any other secondary seller websites are specifically excluded whether hosted on a competitors website or otherwise

  • Bundled offers
  • Sale prices (see above for clarification)
  • Advertising errors and/ or misprints
  • Rebates or free/ bonus/ gift card offers
  • Rainchecks
  • Paid loyalty membership or paid loyalty programs (ie. prices that require a club or loyalty card that is associated with a membership fee)
  • Special financing offers
  • Liquidation or clearance items/ centers
  • Previously discounted or sale items that are deemed 'final sale' by BabySense
  • One Day Sales (such as flash sales)
  • Non-branded or private labels
  • Product services (including but not limited to; warranty, assembly, delivery, etc)
  • Display merchandise, used or previously owned items
  • Damaged product or opened packaging
  • Gift Cards or Prepaid cards
  • Items out of stock at a BabySense store at the time the price match is requested

Where a price match with a retailer is applied after purchase, the difference will be refunded in the same method as the original payment within 14 days of original purchase date. Original receipt is required.

  • Please note that Holiday sales such as Black Friday, Cyber Monday and Boxing Day are not eligible for price adjustments. Discounts on these days will not be honoured on previous purchases.

    A one-time price adjustment will be permitted within 14 days of initial purchase with original receipt. All adjustments are refunded in the original form of payment. Online purchases cannot receive price adjustments in retail stores. BabySense retains the right to designate that price adjustments are not available during certain promotional events (ie. Boxing Day, Black Friday, Cyber Monday), one day sales, or that price adjustments are not available on certain items.

  • A one-time price adjustment will be permitted on any item within 14 days of initial purchase with original receipt. Please note price adjustments cannot be combined with items already on sale or that are a part of a promotional sale (this includes items that had free shipping, included a free item or accessory or are on clearance). Online orders can only receive price adjustments as a result of a change to the price of the item at https://www.thebabysense.ca/. Online orders cannot receive price adjustments in our retail stores.

    BabySense retains the right to designate that price adjustments are not available during certain promotional events (ie. Boxing Day, Black Friday, Cyber Monday), one day sales, or that price adjustments are not available on certain items.

Newsletter

Our newsletter and communications contain contests, company updates, product information, and highlights monthly and weekly specials. When you create an account at Well.ca, you'll be asked if you would like to subscribe - check the box to say yes. You can unsubscribe at any time. .

Simply log in to your account and click unsubscribe from our newsletter. If you are having problems unsubscribing, email us at info@thebabysense.ca - please give us your email address and full name so we can unregister you.

Privacy and Security

When you are buying our product, you can see the information of it in add to cart area. In the 'Additional 'Free Installation Support' before adding to cart. Just submit a ticket here and we're ready for help within 24 hours. This service is totally free, all the thing you have to do is providing us with those below information:

  • Order ID

  • SSH account & admin account

Of course! We do offer Email Transfer, Paypal , Wechat Pay and Alipay, as alternative payment options.