Returns made clearer
Check eligibility before sending anything back. This guide explains the 14-day window, item-condition rules, return costs, price matching and backorder cancellations.
Quick eligibility check
A return may qualify only when every eligibility condition is met and the item is not in a final-sale or non-returnable category.
A clear way forward
Include your order or invoice number, or a copy of your email confirmation, along with a memo explaining the reason for the return.
Confirm the 14-day window, item condition and final-sale list above.
Include the order or invoice number and a memo explaining the reason for the return.
Request a prepaid label, or use your own tracked and insured shipping method.
Return the complete product in its original packaging with the required order details and note.
Costs & shipping
Your own carrier
baby enRoute does not assume return shipping costs. For your protection, we recommend Canada Post or insured parcel post and requesting a tracking number.
Prepaid label
Email your order number and reason for return to request a prepaid label. The returns department will reply within 2 business days with the shipping costs. The label cost is deducted from the refund once the item is received.
Refused parcel
If a package is refused, there will be a $15.00 refusal fee plus the actual shipping costs, including freight to and from the customer.
Price match
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. All resulting refunds and exchanges are subject to final review and approval by baby enRoute.
The 14 days begin when the item's status is changed to “Ready for Pickup.”
The 14 days start on the day the item is delivered to your address, as confirmed by the shipping carrier's tracking information.
Amazon offers qualify only when 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.
Order changes
If an item is on backorder or becomes out of stock, you will be notified by email with an estimated availability date. You can wait for the item or cancel it.
Our backorder program allows you to purchase items that are currently out of stock but will be available again. This lets you reserve these items before they arrive.
Payment, shipping, and taxes are charged when the order is placed. No additional fees will be charged later unless you separately approve a change.
The estimated shipping date includes supplier availability, transit to baby enRoute, stocking, and order processing. Backorder dates are estimates and are subject to change.
If an order contains in-stock and backorder items, we reserve the items and ship the order in full when the backorder item arrives. Depending on the estimated arrival date, the in-stock items may ship first.
You can cancel your backorder at any time as long as it is not a custom-made or special order item. Email online@babyenroute.ca with the order number, or submit a request through My Account.
Sending a request does not automatically cancel the order. You will receive a cancellation confirmation email once it has been processed.
Return destination
Returns should normally be made through the original place of purchase unless an alternate return location or method has been confirmed with customer service.
Store purchaseReturn it to the same store.
Online purchaseUse the online returns process.
Complete terms
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.
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.
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.
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 enRoute
7800 Alderbridge Way
Richmond, BC V6X 2A5
Canada
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.
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.
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.
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.
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