Frequently Asked Questions

We are located in Burnaby, British Columbia, Canada.

We know Canadians love variety and so do we! We strive to be the online retailer where you go to in order to find all your personal and household essentials! We offer thousands of different items including products for Baby & Kids, Beauty & Skin Care, Green & Natural,  House,  Personal, Pets, Sexual Wellness, and so much more! Get comfortable, put on your favourite shopping tunes, and take a look around!

If you can't find the product you're looking for, Please let us know! 

All online order questions can be answered by our Online Support Team. They can be reached at [email protected], Live Chat or 604-620-1777. 

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

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.

While we do our best to fulfill all orders within four (1-2) 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.

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: [email protected]

If your order arrives and the packaging is clearly damaged please sign the delivery slip "Damaged" and contact our Orders Department (604-620-1777 or [email protected]). 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!

For safety, health and hygienic reasons, some products are final sale. For a complete list please see our Returns & Exchanges section. 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, electronics and hygiene items.

Yes, You can call the closest store location where a sales associate will be happy to arrange a layaway for you. 

Currently, we support product payment via Paypal, Email Transfer payment , Wechat and Alipay Payment. 

You can log in to your account in BabySense Boutique then go to “My order” to see the status of your order- complete or pending.

We use the industry standard encryption protocol known as Secure Socket Layer (SSL) to keep your order information secure. As you know, security is the top priority at BabySense. When you submit the sensitive information via the website, your information is protected both online and offline.

BabySense will gladly meet the price of any* Canadian competitors advertised regular price. Proof of the current in-store or online retail price of any local competitors ad (printed or digital) is required for an identical item provided that the item is in stock.

Price Match & Beat Details and Conditions*:
Item must be identical (BabySense reserves the right to refuse items not deemed 'identical')
A current Canadian retailer's advertisement must be presented (printable or on mobile) and verified by a staff member
Price must be a "regular price" and not a sale price (see details below)
We reserve the right to verify a competitor's advertised price and the availability of the item.
All matches are done against pre-tax prices; guest is responsible for applicable taxes.
We reserve the right to limit price match to reasonable quantities.
Limit of one competitor online price match per identical item, per guest.
For matching eligible online competitors, the retail price must be current and shown on the Canadian competitor's website or mobile application at the time price match is requested and they must offer free shipping.
If the item is ON SALE (clarified as any price that is not 'regular price') then BabySense will gladly MEET the price 
Retailer must have the advertised item in stock and be available for immediate sale
BabySense Price Match is not valid for the following online retailers:

• Any US (or International) websites or companies
• Printouts, screenshots and competitor offers shown on any site other than the competitor's website will not be accepted.
• Membership only discounts or companies such as Costco and Amazon Prime
• Online "Marketplace" or auction-type websites (including Amazon.ca and Amazon.ca marketplace), or any other secondary seller websites are specifically excluded whether hosted on a competitors website or otherwisex

• Bundled offers
• Sale prices (see above for clarification)
• Advertising errors and/ or misprints
• Rebates or free/ bonus/ gift card offers
• Rainchecks
• Paid loyalty membership or paid loyalty programs (ie. prices that require a club or loyalty card that is associated with a membership fee)
• Special financing offers
• Liquidation or clearance items/ centers
• Previously discounted or sale items that are deemed 'final sale' by BabySense
• One Day Sales (such as flash sales)

Non-branded or private labels
Product services (including but not limited to; warranty, assembly, delivery, etc)
Display merchandise, used or previously owned items
Damaged product or opened packaging
Gift Cards or Prepaid cards
Items out of stock at a BabySense store at the time the price match is requested
 

Where a price match with a retailer is applied after purchase, the difference will be refunded in the same method as the original payment within 14 days of original purchase date. Original receipt is required.

Please note that Holiday sales such as Black Friday, Cyber Monday and Boxing Day are not eligible for price adjustments. Discounts on these days will not be honoured on previous purchases.

A one-time price adjustment will be permitted within 14 days of initial purchase with original receipt. All adjustments are refunded in the original form of payment. Online purchases cannot receive price adjustments in retail stores. BabySense retains the right to designate that price adjustments are not available during certain promotional events (ie. Boxing Day, Black Friday, Cyber Monday), one day sales, or that price adjustments are not available on certain items.

A one-time price adjustment will be permitted on any item within 14 days of initial purchase with original receipt. Please note price adjustments cannot be combined with items already on sale or that are a part of a promotional sale (this includes items that had free shipping, included a free item or accessory or are on clearance). Online orders can only receive price adjustments as a result of a change to the price of the item at https://www.thebabysense.ca/. Online orders cannot receive price adjustments in our retail stores.

BabySense retains the right to designate that price adjustments are not available during certain promotional events (ie. Boxing Day, Black Friday, Cyber Monday), one day sales, or that price adjustments are not available on certain items.

We will issue a refund to your credit card for the full purchase price (including taxes) of any unopened items that you return within the returns 14 days. For returns by mail, please make sure to enter all of your information, including your email address. It can take up to 14 days to process the return when you return by mail and credit your account. We will notify you via email once your return has been processed. When returning online purchases by mail, please note that your financial institution will likely take approximately five business days to reflect any credits. Original shipping and handling costs are non-refundable. If you have any questions about your return, please contact Customer Service.

***Please note all shipping fees incurred when sending the order out are non-refundable and all returns are done at the customer's expense. Refused shipments and shipments not picked up at shipping depots are considered returns and are subject to return shipping charges.

Disclaimer: Customers are responsible for all shipping charges for any returned products under the FREE SHIPPING promotion. 

Returns can be mailed to
Unit 25 - 4429, Kingsway, Burnaby, BC V5H 2A1, Canada

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