Customer Service
ORDERS
All order inquiries are to be emailed to orders@westcoastkids.ca
When purchasing a product from our website we will request information from you on our order form. To buy from us, you must provide contact information (like name and shipping address) and financial information (like credit card number, expiration date). This information is used for billing purposes and to fill your orders. If we have trouble processing an order, we'll use this information to contact you.
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 stated above. Please send all order changes or requests to: orders@westcoastkids.ca
PAYMENT OPTIONS
Payment must be made in-full prior to shipment or in store pick-up of order. We accept VISA and MasterCard. We cannot accept VISA or MasterCard for international purchases unless the cards are North American. International banks do not allow us to verify the credit card information thus it puts us and our customers at risk of fraudulent purchases.
Please note that your credit card will NOT be processed until the order is confirmed by a West Coast Kids sales associate though you will only be contacted by a sales associate if there are any issues with your order which can include (but are not limited to): stock issues, shipping charges, or contact information errors.
SHIPPING & DELIVERY
All in-stock items are shipped within 4-6 business days and you will be notified of any delay. Currently, orders are only shipped within Canada or the US. All orders are shipped via Canada Post or Purolator and are insured. If there is an issue with delivery times or availability, a West Coast Kids sales associate will contact you by phone or via email within 48-72 hours to discuss the shipping and delivery options.
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 or a stroller/ car seat combo) a customer service representative will contact you via phone or email with the appropriate shipping amount.
IMPORTANT FREE SHIPPING INFORMATION:
As a thank you for shopping with WestCoast Kids we are pleased to offer Free shipping for all orders over $700 (before taxes). Orders must be shipping to an address in British Columbia, Alberta, Saskatchewan, Manitoba, Ontario and Quebec. Free shipping applies to online purchases only and does not include furniture purchases.
Please note that free shipping does not apply to sale or clearance items and shipping charges for these items will be calculated after the order has been placed. If for some reason your order does not qualify for free shipping or free shipping has been calculated in error we will contact via email or phone.
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 one of our four store locations and a customer service representative will be happy to help you.
STORE CREDITS OR GIFT CERTIFICATES
At this time we are unable to process gift certificates or store credits for online purchases. Gift certificates are able to be used in store only at this time.
GIFT WRAP & GIFT CARDS
If you wish to add a personalized greeting to your gift, please enter your message in the "comments" section of your order. We will then add this message on your behalf.
RETURN POLICY
You have 10 days to return unused items in original condition with receipt and original packaging. Store credit or exchange only for items returned within 30 days. This starts from the date that your order is accepted not from the date of receipt. NO refunds or exchanges will be permitted without a receipt, email confirmation or gift receipt.
Sale and clearance items are FINAL SALE.
For safety, health & hygienic reasons, some products are final sale. These products include, but are not limited to: car seats, breast pumps & accessories, bottles, pacifiers, nursing pads and nursing accessories, teethers, bath tubs & bathing accessories, safety gates, skin care products and potties.
SPECIAL ORDERS:
All special order and furniture items are final sales and cannot be cancelled. Special orders are items that we do not have in our inventory and will order specially on your behalf. Once the items have been paid and ordered, they cannot be returned and are a final sale. You will be informed of the estimated order time for your items prior to completing the special order. Delivery times are estimated and not guaranteed. As soon as the order arrives in store you will be contacted or it will be shipped to you.
CAR SEATS:
All car seats are final sale and cannot be returned or exchanged. This policy is in effect to ensure that these seats have not been compromised in any kind of altercation; whether a minor car accident, being dropped or being compressed under other items in a garage, etc. We take the safety of your children very seriously and will not risk compromising your child's safety with a car seat that has already been removed from the store. Should your car seat have a defect you must contact the manufacturer's customer service as it is their discretion on how the problem will be rectified and we will only take back a car seat if advised to do so by the manufacturer.
SHIPPING CHARGES:
All shipping charges are non-refundable and all return shipping charges are the responsibility of the customer.
All products are inspected prior to shipping, but customers have 48 hrs from receiving the shipment to notify us by e-mail or phone with any defects found in products. Products must be returned and customer will receive credit for shipping once defect is confirmed.
WARRANTY
Most of our products are covered by a manufacturer's warranty. The majority of furniture, strollers and car seats have a one year warranty. Be sure to follow any cleaning advice in the manufacturer's manual and warrant booklet. Please note that most manufacturer's do not cover air filled stroller tires or foam covered parts under warranty. Most manufacturers prefer to deal with warranty issues with the customers direct not the store and the manual will state if this is the case.
PRIVACY POLICY
This policy was last updated on March 10, 2009.
Information Collection, Use, and Sharing:
We are the sole owners of any information collected on this web site. We only have access to or collect information that you voluntarily give us via email, web form, or other direct contact from you. We will not sell or rent this information to anyone.
We will use your information to respond to you, regarding the reason you contacted us. We will not share your information with any third party outside of our organization, other than as necessary to fulfill your request; such as to fulfill your order.
Email Newsletters
Email newsletters are only sent to those who have subscribed to them. Unless you subscribe to our email newsletter, we will not contact you via email to tell you about specials, new products or services.
Cookies
We may use "cookies" on this site. A cookie is a piece of data stored on a site visitor's hard drive to help us improve your access to our site and identify repeat visitors to our site. For instance, when we use a cookie to identify you, you would not have to log in a password more than once, thereby saving time while on our site. Cookies can also enable us to track and target the interests of our users to enhance the experience on our site. Usage of a cookie is in no way linked to any personally identifiable information on our site.
Security
We take numerous precautions to protect your information. When you submit sensitive information via the website, your information is protected both online and offline.
Online
Online Pricing:
Please note that the prices quoted on this website are estimates subject to adjustment by WestCoast Kids/ E-Children. In the event of the rare error of incorrect pricing a WestCoast Kids representative will contact you.
Whenever we collect sensitive information (such as credit card data), the information is encrypted and transmitted to us in a secure way. You can verify this by looking for a closed lock icon at the bottom of your web browser, or looking for "https" at the beginning of the address of the web page. The computers/servers in which we store personally identifiable information are kept in a secure environment. Although we have taken numerous precautions to protect your data, not all security and privacy risks can be eliminated.
