Refund & Return Policy
Last updated September 28, 2026
We want you and your little one to love your order. If something isn’t right, here’s how we’ll make it right.
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)
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.
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No expiry: Our gift cards never expire and can be used at any time for their full value.
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No fees: There are no activation, inactivity or service fees.
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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.
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Checking your balance: Enter your code at checkout to see your balance, or email us at customercare@theelkbaby.com.
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Non-refundable: Gift cards cannot be returned, refunded or exchanged for cash, except where required by law.
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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.
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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.
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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
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No expiry: Store credit never expires and can be used at any time for its full value.
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No fees: There are no activation, inactivity or service fees.
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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.
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How to use: Enter your e-gift card code at checkout. Any unused balance stays on your e-gift card for future purchases.
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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.
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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.
Still have questions about returns?
Our Customer Care team is happy to help.
Email Customer Care
