Frequently Asked Questions
Who can I contact to inquire about an online order?
All online order questions can be answered by our Web Team. They can be reached at email@example.com or 1-855-554-9443.
What determines if something is a 'special order'?
A special order is any item that is not in our inventory at the time of purchase and needs to be ordered on your behalf. Special orders are final sale and cannot be cancelled or returned. Please see our Returns & Exchanges section for more information.
Will my credit card be charged immediately?
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.
How will I know if my order has been shipped?
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. If your order has multiple shipments (some items ship from different locations) you will receive tracking numbers for each portion of your order.
Why has this item not shipped yet?
While we do our best to fulfill all orders within four (4) 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.
What if I need to change my order?
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: firstname.lastname@example.org
What if I want to cancel my order?
You have the option of cancelling an item that you have ordered that has not yet been shipped and your credit card has not been charged. This does not apply to Final Sale items such as hygiene items, car seats, special orders, furniture orders A member of our Web team would be happy to try and accommodate you. They can be reached at email@example.com or 1-855-554-9443.
What if I miss the delivery and want my order redelivered?
All orders are shipped with UPS, FedEx or Canada Post. The shipping companies attempt delivery one time. If they are unsuccessful in their attempt, 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.
What if I am looking to return an item?
Once your order has been received you may return it to us for a refund. Please note that final sale items (special orders, car seats, personal care products, hygiene items, clearance items etc. are not eligible for returns or credits) For return instructions, please visit our Customer Service page at Returns & Exchanges. Please note that in order to return an item an RA number generated from our Web Team is required. An order confirmation is not a receipt and will not be accepted at store locations. You have 14 days to return unused items in original condition with RA receipt and original packaging. Store credit or exchange only for items returned within 30 days. This starts from the date that is stated on the order receipt not from the date of arrival for online orders. NO refunds or exchanges will be permitted without an RA number. Please also note that shipping charges are non-refundable.
What if my order arrives damaged?
If your order arrives and the packaging is clearly damaged please sign the delivery slip "Damaged" and contact our Orders Department (1-855-554-9443 or firstname.lastname@example.org). 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!
What are final sale items?
For safety, health and hygienic reasons, some products are final sale. For a complete list please see our Returns & Exchanges section (Returns & Exchanges). 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.
Am I able to pick up my online purchase in store?
Online orders are all shipped via Canada Post or UPS and are not able to be picked up at store locations. We know that parenthood is a busy job and that getting to the store is not always possible. If you are looking to pre-purchase something to pick up at a later time please call the closest store location where a sales associate will be happy to arrange a layaway for you. For store phone numbers and hours please see our Locations page: https://www.westcoastkids.ca/locations/