Shipment processing time

All orders are processed within 5 business days.

Please note that during weekends and the holiday season, shipments may be delayed by an additional 3 to 4 days. Once your order has shipped, you will receive a confirmation email. If any information in that confirmation is incorrect, please contact us at customercare@theelkbaby.com.

Shipping rates

Shipping costs vary based on destination, package weight, shipping method and current carrier rates, and are calculated at checkout on the day your order is placed. Flat-rate shipping options may change from time to time based on current carrier costs. Any free shipping offers available for your order will be shown at checkout.

All prices are in Canadian dollars (CAD). If you shop from outside Canada, prices may be automatically converted to your local currency, and the currency will be shown next to the amount. Your bank or card provider may charge conversion fees.

Delivery times

Delivery times vary by destination and shipping method. An estimated delivery time will be shown at checkout and in your shipping confirmation email. Delivery times are estimates and are not guaranteed.

Shipment confirmation and order tracking

After completing checkout, you will receive a confirmation email with your order number and an estimated delivery date. Once your order ships, you'll receive tracking information by email. If you have any questions about your order, please email us at customercare@theelkbaby.com.

Multiple packages

Orders with multiple items may arrive in separate packages. You'll receive tracking information for each shipment.

Order changes and cancellations

If you need to change or cancel your order, please email us at customercare@theelkbaby.com as soon as possible. We can only make changes before your order has shipped. See the Cancellation Policy tab for full details.

Incorrect addresses

Please double-check your shipping address at checkout. We are not responsible for orders delivered to an incorrect address provided by the customer. If a package is returned to us because of an incorrect address, re-shipping costs will be the customer’s responsibility.

Lost, stolen or delayed packages

If your tracking shows your package as delivered but you haven't received it, please check with neighbours and your building's mailroom, then contact us within 7 days of the delivery date. We'll work with the carrier to help locate your package. We are not responsible for delays caused by carriers, customs, weather or other events beyond our control.

Damages

If your order arrives damaged or broken, please take several photos of the damaged item and its packaging and email them to customercare@theelkbaby.com within 48 hours of delivery. We will guide you through the next steps under our Refund & Return Policy.

Customs, duties, and taxes

The Elk Baby and/or The 4S Inc. is not responsible for any customs duties or taxes applied to international orders. All fees imposed during or after shipping (tariffs, taxes, etc.) are the responsibility of the customer.

Refused or unclaimed international packages

If an international package is refused or not claimed because of unpaid duties or taxes, the original shipping costs and any return fees will be deducted from your refund.

Shipping restrictions and government policy changes

Due to changes in government regulations, trade policies, customs rules or carrier restrictions in any country, we may be temporarily or permanently unable to ship to certain destinations. If this affects your order, we will notify you by email, cancel the order and issue a full refund to your original payment method.

Return window

You have 14 days from the date you receive your order to request a return.

Eligibility

For hygiene reasons, items must be returned in the same condition you received them: unworn, unused, unwashed, with tags attached and in their original packaging. Proof of purchase is required.

Items that do not meet these requirements will not be eligible for a refund. If you would like a non-eligible item sent back to you, return shipping will be at your expense.

Reasons for return

We gladly accept returns at our cost for the following reasons:

• The item arrived damaged or defective
• We sent the wrong item, size or colour
• The item does not match its description or photos
• Part of your order is missing
• The item has a manufacturing flaw (for example, a seam, snap or zipper issue)

Please include photos with your request so we can resolve the issue quickly. Once approved, we'll provide a prepaid return shipping label, at our cost, to ship the item back to us. For orders outside Canada, we'll cover the return shipping cost or arrange a replacement or refund.

Returns for any other reason, such as a change of mind or a size that doesn't fit, are accepted within 14 days as long as the item meets our eligibility requirements. For orders shipped within Canada, we'll provide a prepaid return shipping label, and the cost of the label will be deducted from your refund. There is no restocking fee.

Non-returnable items

The following items cannot be returned unless they arrive damaged, defective or incorrect:

• Sale and clearance items
• Gift cards
• Personalized or custom items
• Bibs, burp cloths and face cloths (for hygiene reasons)

Promotional offers

Items purchased as part of a promotion (such as Buy 1 Get 1 or Buy 2 Get 1) must be returned together. If only part of a promotional order is returned, the refund will be adjusted to reflect the regular price of the items kept.

Sets and multi-packs

Sets and multi-packs must be returned complete. We cannot accept returns of individual pieces from a set.

Discounts and rewards

Refunds are issued for the amount paid after discounts. Discount codes are non-refundable and cannot be reissued. Any Baby ELK Rewards points earned on returned items will be deducted from your account.

How to start a return

To request a return, go to the Orders section of your account, or email us at customercare@theelkbaby.com with your order number, the item(s) you wish to return and the reason for your return.

If your return is approved, we'll send you instructions on how to send your package. Items sent back without an approved return request will not be accepted.

Returns within Canada: We'll email you a prepaid return shipping label. For returns at our cost, the label is free. For all other returns, the label cost will be deducted from your refund.

Returns from outside Canada: Customers are responsible for arranging and paying for return shipping. We recommend using a trackable shipping service, as we are not responsible for return packages lost or damaged in transit. If your item arrived damaged, defective or incorrect, contact us first and we'll cover the return cost or arrange a replacement or refund.

Damaged, defective or incorrect items

Please inspect your order when it arrives. If an item is damaged or defective, or you received the wrong item, contact us within 48 hours of delivery at customercare@theelkbaby.com and include photos of the item and its packaging. We'll make it right with a replacement or a full refund, including return shipping.

Exchanges

The fastest way to get the item you want is to return your original item. Once the return is approved, place a new order for the replacement. If we sent you the wrong item or size, we'll send the correct item at no extra cost.

Gift purchases

Gifts follow the same 14-day return window and eligibility requirements as all other orders.

If you received a gift: If the item was marked as a gift when purchased and shipped directly to you, you'll receive store credit (an e-gift card) for the value of your return. To start a return, email us at customercare@theelkbaby.com with the order number or the name of the person who purchased the gift. The purchaser will not be notified of your return.

If the gift was not marked as a gift, or was shipped to the purchaser: The refund will be issued to the original purchaser's payment method, and they will be notified of the return.

If you purchased a gift: You may request a return on behalf of the recipient. Refunds will be issued to your original payment method.

Gift cards

The Elk Baby gift cards are digital and delivered by email to the recipient's email address you provide at checkout.

• No expiry: Our gift cards never expire and can be used at any time for their full value.
• No fees: There are no activation, inactivity or service fees.
• How to use: Enter your gift card code at checkout. If your order total is more than the gift card balance, you can pay the remaining amount with another payment method. Any unused balance stays on your gift card for future purchases.
• Checking your balance: Enter your code at checkout to see your balance, or email us at customercare@theelkbaby.com.
• Non-refundable: Gift cards cannot be returned, refunded or exchanged for cash, except where required by law.
• Returns on gift card purchases: If you return an item you paid for with a gift card, the refund will go back to your gift card or be issued as store credit.
• Lost or stolen cards: Please keep your gift card code safe, since we cannot replace lost or stolen codes. If you can't find your gift card email, contact us with the purchaser's name or order number and we'll resend it.
• Delivery issues: If the recipient hasn't received their gift card, check the spam folder first, then contact us at customercare@theelkbaby.com.

Gift cards can only be used at theelkbaby.com and cannot be used to purchase other gift cards.

Store credit

Store credit is issued as a digital e-gift card and sent to your email address. It can be used on any future purchase at theelkbaby.com. Store credit is issued for:

• Returns of items received as a gift and shipped directly to the recipient
• Returns of items paid for with a gift card
• Returns where you choose store credit instead of a refund to your original payment method

• No expiry: Store credit never expires and can be used at any time for its full value.
• No fees: There are no activation, inactivity or service fees.
• Value: Store credit is issued for the amount paid for the returned item(s), after any discounts. For returns within Canada, the prepaid return label cost will be deducted where applicable.
• How to use: Enter your e-gift card code at checkout. Any unused balance stays on your e-gift card for future purchases.
• Not redeemable for cash: Store credit cannot be exchanged for cash or transferred to a bank account or credit card, except where required by law.
• Lost codes: If you can't find your store credit email, contact us at customercare@theelkbaby.com with your name or order number and we'll resend it.

International orders

Customs duties, taxes and international shipping fees are non-refundable. Return shipping for orders outside Canada is the customer's responsibility, unless the item is damaged, defective or incorrect.

European Union 14-day cooling-off period

If your order is shipped to the European Union, you have the right to cancel or return it within 14 days of delivery for any reason, without giving a reason. Return shipping costs are the customer's responsibility unless the item is damaged, defective or incorrect. We may reduce the refund amount if an item is returned used, worn or damaged beyond what is needed to inspect it.

Refunds

We'll notify you once we've received and inspected your return, and let you know whether your refund has been approved. Approved refunds are issued to your original payment method within 10 business days. For returns within Canada, the cost of the prepaid return label will be deducted from your refund where applicable. There is no restocking fee. Original shipping charges are non-refundable unless the return is due to our error. Please allow extra time for your bank or credit card company to process the refund.

If more than 15 business days have passed since your return was approved and you haven't received your refund, please contact us at customercare@theelkbaby.com.

Return abuse

We reserve the right to refuse returns or future orders from customers with a history of excessive or unusual return activity.

Cancelling your order

You may cancel your order at no cost any time before it has shipped. To make sure we can stop your order in time, please contact us within 24 hours of placing it.

To request a cancellation, email us at customercare@theelkbaby.com with:

• Your order number
• The name and email address used at checkout
• Whether you'd like to cancel the full order or specific items

We'll confirm by email once your cancellation has been processed.

Once your order has shipped

Orders that have already shipped can't be cancelled. Once you receive your order, you may request a return under our Refund & Return Policy. For change-of-mind returns within Canada, the cost of the prepaid return label will be deducted from your refund.

If a shipped order is refused at delivery or not claimed, it will be treated as a return, and the original shipping costs and any return fees will be deducted from your refund.

Partial cancellations

You may cancel individual items from your order before it ships. If the cancellation affects a promotion (such as Buy 1 Get 1 or Buy 2 Get 1), a discount code or a free shipping threshold, your refund will be adjusted to reflect the regular price of the items you keep and any shipping charges that would have applied.

Order changes

If you need to change your shipping address, size, colour or items, contact us as soon as possible. We can only make changes before your order has shipped. If we can't make the change in time, you may request a return once your order arrives.

Gift cards and store credit

Gift card purchases can be cancelled only if the gift card has not yet been delivered or used. Once delivered, gift cards are non-refundable, except where required by law.

Cancellations by The Elk Baby

We may need to cancel all or part of an order in the following situations:

• An item is out of stock or unavailable
• There is a pricing or product information error on our website
• Payment cannot be verified or is declined
• The order appears fraudulent or unauthorized
• The shipping address cannot be verified or is outside our shipping areas
• Government regulations, trade policies, customs rules or carrier restrictions prevent us from shipping to your destination
• The order violates our Terms of Service or Return abuse policy

If we cancel your order, we'll notify you by email and issue a full refund, including shipping charges, to your original payment method.

Delayed orders

If your order has not been delivered within 30 days of the estimated delivery date, you may cancel it and receive a full refund, as long as the package has not yet been delivered. Please contact us at customercare@theelkbaby.com.

Refunds for cancelled orders

Refunds for cancelled orders are issued to your original payment method within 10 business days of the cancellation. There is no cancellation fee. Please allow extra time for your bank or credit card company to process the refund. If you paid with a gift card or store credit, the refund will go back to your gift card or be issued as store credit.

If your order was placed in a currency other than Canadian dollars, the refund amount may differ slightly due to exchange rate changes. We are not responsible for currency conversion differences or fees charged by your bank.

European Union customers

If your order is shipped to the European Union, you also have the right to cancel within 14 days of delivery without giving a reason, as described in our Refund & Return Policy.