Return/Exchange Policy (online orders only)
Return/Exchange Policy (in store purchases)
General Return Policy (online and in-store purchases)
30-Day Baby Carrier Risk-Free Trial
How to Submit a Return/Exchange
Difference in Refund Amount
What is a Restocking Fee?
Incorrect Items Received & Manufacturer Defects
Use of Coupons, Discount Codes & Promotions
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Any and all coupons, coupon codes, discounts and special offers are non-transferable and cannot be combined with any other offer. Previous and pending orders are not eligible for new promotions. Unless otherwise noted, only one offer per order, per household.
Only one coupon can be applied per order and must be entered at the time of sale (checkout) and conditions of use for each coupon must be met. They have no cash value and can only be applied towards store merchandise. They cannot be applied towards previous purchases. Coupons, coupon codes, discounts and specials cannot be used towards package deals or products that are on sale or clearance, nor can they be used towards the purchase of our gift certificates. Unless otherwise noted, conditions of coupon use must be met or we reserve the right to cancel an order at any time.
The Tummy Tub, Tres Tria and Mothering Magazine subscriptions are excluded from all coupons, discount offers and free shipping specials. To prevent use and abuse of our coupons, we reserve the right to cancel an order at any time. Unless otherwise noted, all coupons expire in 30 days from issue date.
Promotions or Free Shipping with minimum purchase must be BEFORE shipping, taxes and applicable discounts.
Offers of Free Shipping are only valid in Canada. Remote locations in Canada will incur additional shipping charges. Free Shipping coupons include a value up to $16.95 CND. Shipping costs over and above this amount will be extra.
Promotions offering Free merchandise and/or Free samples are based on product availability. Free product and/or services MUST accompany returns that drop order purchase total to less than required amount or a charges for the full value or Free items will apply. Minimum purchase may be necessary and previous or combined purchases are not eligible. Only one promotion item per purchase - cannot be combined with other offers.
The following brands are generally excluded from sales and promotions:
- Tots Bots
- Rockin' Green
Gift Certificates are non-transferable. Gift certificates have no cash value and can only be applied towards store merchandise. Gift certificates cannot be used towards the purchase of another gift certificate. Gift certificates are presented in Canadian Funds. For more information on our Gift Certificates, please see our FAQ's here.
We do not include an invoice in any of our parcels whether the item is a gift or not. This is to save on paper and to avoid a credit card number from being picked up in the mail. Your original email notification of your order purchase is your receipt. Please retain it for your records.
We are happy to include a Gift Receipt for your order, if the item(s) are to be a gift. This is to facilitate an exchange, if necessary. Please note, an order number or gift receipt number is mandatory for any exchange of merchandise as this is the only indication we have of items purchased from our store. Thank you for understanding.
We are an in-stock store! When you add an item to your shopping cart you will be made aware immediately of current availability. The availability information presented on our site is the best, most current information we have, but errors do occur, and this information does not constitute a guarantee or promise of availability.
A message of "more coming soon" or an ETA date (estimated time of arrival) indicates that an item is already on order and is being shipped to us at the present time. Chances are these items will be in stock in a matter of days, or it could be up to 4 weeks (depending on customs). If you are interested in something in particular, please contact us for an estimated time of arrival. In some cases an item may be difficult to keep in stock due to customer demand and we would be willing to hold an item for you for up to two days, pending payment, when it arrives.
A note of a "preorder" indicates that this item has not yet been ordered, but will be any day. This means the item will be in stock again shortly, from 1-4 weeks, depending on the manufacturer and where the items are coming from. Free free to contact us for a better idea of timing before you place your order. By purchasing a preorder you are guaranteed to have the item on hold when our order does arrive, and you will not miss out on an item. This typically occurs with items that we only carry two or three of, and due to popular demand, they sell out once posted to our site.
When a product you have ordered is not available for shipment, we will notify you as quickly as possible. Anticipated delivery dates are dependent upon our suppliers and other factors beyond our control and are subject to change. You order will ship once it has been filled in its entirety. If you require immediate shipment of in-stock items, extra shipping charges may apply.
If you try to add an item to your cart that is out of stock, or low in stock, you will receive an immediate notification of this. Don’t despair! Please contact us and we can let you know when we are expecting more of an item. We are more than willing to accommodate special requests and custom orders!
When your order is placed, processing begins IMMEDIATELY. Please understand that once processing has begun on your order, a cancellation may no longer be possible. Contact us immediately and we are happy to accommodate a cancellation if processing has not yet started. In the event that processing has begun, your order may already be queue for shipping. If this is the case your order will be treated as a "return" and you will need to follow the return instructions for a refund.
If you notice any changes that may need to be corrected in your order, please email us as quickly as possible. Once your order has been shipped, your order can only be processed as a return. Please see return policy below.
Return/Exchange Policy (in store purchases)
A receipt is required for any exchange of merchandise. All new, unused, unwashed purchases made in store or picked up in person may be returned within 14 days for exchange (store credit) only. Some exceptions apply. Personal care products, bottles, pacifiers, breast pumps and accessories, bedding, diaper sprayers, seasonal and sale/clearance items are a final sale.
Items MUST be new, unused and unwashed only. We do not process refunds at store level.
In regards to manufacturer's defects and/or warranty issues we are happy to direct you to the appropriate company for warranty claims. Manufacturer's prefer to handle warranty issues directly for quality control.
General Return Policy (online purchases online)
Purchases made in our Orillia, Ontario store are subject to an alternate return/exchage policy than orders placed online and shipped from our warehouse. We do not process refunds at store level. Please see above for our in-store policy.
PLEASE only wash and try on ONE diaper/cover and/or clothing item before washing an entire system as there are NO returns, exchanges or credit given on used or washed cloth diapers or clothing as per Health Canada regulations. This will also apply to glass baby bottles, sippy cups and any other item that is washed and/or used. Any and all returned items must be in unused, unwashed and re-salable condition – no exceptions. Items returned in less than perfect condition will be sent back at the customer's expense.
The Basics (online purchases only):
- 14 days for refund. Select baby carriers - 30 days for refund. Some exceptions - please see below for details.
- Return Authorization Required! In the event that you need to return or exchange an item, please email our customer service team at email@example.com so we can work with you and expedite your return, exchange and/or refund.
- Shipping Charges are NON-refundable. If you received Free Shipping based on a minimum and returned items drop your order total below this minimum shipping charges will be deducted from your refund amount.
- ACTUAL Shipping is non-refundable and will be deducted from all return amounts if this is greater than the flat-rate shipping we may charge.
- NO Returns on used or washed items, sale merchandise, package deals unless returned in FULL, and personal care products such as soaps, creams, Earth Mama Angel Baby & Druide, nursing pads, bedding (including the Tres Tria), teething aids, baby bathtubs, diaper sprayers, Stainless Sippy Cups, Glass Baby Bottles, Breast Pumps and Breast Pump accessories and all Books.
- 10% Restocking Fee to be deducted on any refund amount in excess of $400, and/or 20% restocking fee to be deducted for items that do not meet our return conditions. What is a restocking fee? Find out here!
- With a full refund offered, we do not process exchanges for online purchases. Instead you may return any unwanted items for a full refund and place a new order for the correct items for immediate processing & shipping.
- All sales become final after 14 days of receipt of your order.
- Please read our Return Conditions prior to sending back your return to avoid unnecessary charges.
- Refers to online purchases online. For purchases made in-store, exchange only within 14 days, on new merchandise (reciept requied). Refunds are not processed at store level.
Actual shipping charges are non-refundable and are the responsibility of the customer on all returns and exchanges, unless an error has occurred on our part. Original shipping charges will be deducted from all refund or credit amounts. Please note, any and all returns or exchanges must be postmarked within 14 days of package receipt for returns. All sales become final after 14 days of receipt of your order.
The current flat rate shipping charge will be withheld from a return credit if the original order met the free shipping threshold, but exclusion of the returned item would have caused the order total to fall below the free shipping threshold
Refunds paid by Visa or through Paypal will be credited in the same manner. All other refunds (cash payments, money orders) will be paid to you by company check. Please allow 10 business days after our receipt of your returned products to process your refund/exchange. Store credit will only be issued on gift purchases (without original receipt).
We are happy to include a Gift Receipt with your order, if the item(s) are to be a gift. This is to facilitate an exchange, if necessary. Gift purchased that are returned are offered a store credit only. Please note, an order number or gift receipt number is mandatory for any exchange of merchandise as this is the only indication we have of items purchased from our store. Thank you for understanding.
30-Day Baby Carrier Risk-Free Trail
It is important to us to help you find the right baby carrier for you and your baby. To try to make this easier on you, we offer our customers a 30-Day Money Back Guarantee on select Baby Carrier purchases!! Try out select baby carriers today - Risk-Free!! Just look for our guarantee image - and if your baby carrier or sling does not fit, or you would prefer to try a different style baby carrier, return your baby carrier to us within 30 days of your shipping date, and we will send you out a new size or carrier, stock providing, with NO additional shipping fees** on all first exchanges.
Simply send the original item back to us (at your expense), and upon receipt of that item, we will credit or charge your account the difference of the cost of the new item**, and ship your new carrier at no additional charge. If you decide that you'd like to return your baby carrier, you will be provided with a full-refund, minus all original and exact shipping fees. Your purchase is Risk-Free, so don't hesitate to try out a new baby carrier today!!
**Returns and/or exchanges must be in NEW, UNUSED condition. Baby carriers purchased during a free shipping promotion or using a free shipping coupon are not eligible for free shipping exchanges, however our standard 14-day return/exchange policy still applies. Baby carriers on sale, clearance, seasonal items, or purchased with a coupon code or special offer are not eligible for free shipping exchanges and are a final sale. We reserve the right to charge a re-stocking fee on any returns or exchanges that do not meet our Return Conditions. One free exchange per address. If free exchange is not of equal value or size, additional charges may apply. Free exchange shipping pertains to Canadian addresses only. Original shipping fees or the difference in original shipping fees will ALWAYS be deducted from any credit, exchange or refund amount. Free Shipping exchange is for incorrect size or carrier issues (ie. changing a ring sling for a pouch sling). Pattern/colour changes of the SAME style carrier do not apply and would fall under our regular return/exchange policy. Shipping fees are NON-refundable. Please allow 10 business days after our receipt of your returned products to process your refund/exchange. If you require your new carrier sooner than this, it should be ordered in the same manner as your first carrier. Free Shipping does NOT apply unless your credit has been issued first and must be used at the time of processing any returned/exchanged merchandise.
How to Submit a Return/Exchange
All returns and/ or exchanges require prior approval by Parenting By Nature. Unauthorized returns will be refused or returned to sender. We cannot guarantee a proper credit without a Return Authorization email. A 10% restocking fee will apply to any returned merchandise where a refund is issued in excess of $400, and will be deducted from your total refund or exchange amount. Feel free to try a new diaper on your baby, with a liner, BEFORE washing and entire system of diapers to ensure fit. If you still have questions, we'd love to help!
In order for us to process your return/exchange the most efficiently, please email us with the following information:
- Full Name
- Order Number or Gift Receipt Number
- Current mailing address (for any exchanges)
- Product(s) you are returning with quantities
- Reason for the return
- Whether you would like a refund or plan to place a new order for an exchange credit.
We will then send you further instructions for mailing your item(s) back to us. Please allow 10 business days after our receipt of your returned products to process your refund and/or exchange. Returns must be post-marked within 7 days of receipt of your RA#.
Please read the following information carefully BEFORE sending us your return/exchange.
All merchandise must be in new, unwashed and unused condition in original, unopened packaging with all tags, instructional brochures and promotional materials still securely attached for any refund, exchange or credit to be issued. Items must be from a non-smoking environment, and free from odors, pet hair or dander. Packages must be returned complete, including any free or sample items (business cards and promotional material are yours to keep). If free items are not returned, the full retail value of missing items will be deducted from your return total. If you return a partial package that received a package/quantity discount, we will deduct the package discount from your refund/credit (so you will pay regular price for all items you keep).
A 10% restocking fee will apply to any returned merchandise where a refund is issued in excess of $400, and will be deducted from your total refund or exchange amount. All products (including Baby Carriers) are subject to a 10%-20% restocking fee, at our discretion, if your items do not meet our return conditions. Any items that we deem unable to re-sell for full price based on the condition received (ie. NOT in the original condition sent to the customer) will be returned to the sender at the customer's expense. Please inspect your items carefully BEFORE sending them back to us. Returns must be post-marked within 7 days of receipt of your RA#.
It is highly recommended that you only wash and try on ONE diaper before washing an entire system as there are NO returns, exchanges or credit given on used or washed cloth diapers or clothing as per Health Canada regulations. Any and all returned items must be in unused and re-salable condition – no exceptions. Items returned in less than perfect condition will be sent back at the customer's expense.
Original and ACTUAL shipping charges are non-refundable and will be deducted from your refund/credit amount. Our shipping is based on a sliding scale. If your parcel shipped for MORE than the amount you were charged, this ACUTAL cost of shipping will be deducted from your order. If your order qualified for free shipping, original or ACTUAL shipping costs (whichever is higher) are non-refundable, and these will be deducted from the refund amount. You are responsible for all shipping charges on returned and/or exchanged merchandise.
If a restocking fee has been waived for an exchange, the exchange MUST occur at the time your return is being processed, otherwise a refund will be processed, minus the restocking fee. Place your new order ASAP selecting "Credit" as your method of payment. Any and all credit notes that may be issued have NO cash value. Please note, promotional, clearance, sale, seasonal and special-order products are allfinal sale. This includes, but is not limited to items purchased with coupons and special promotional deals. We also do NOT accept returns on any personal care items which include, and is not limited to, nursing pads, mama pads, Earth Mama Angel Baby products, Druide Body care items, Aura Cacia products, essential oils, bedding (including the Tres Tria co sleeper), baby bathtubs, cloth diaper sprayers, stainless steel bottles and baby bottles, breast pump, breast pump accessories and all Books. DVD's and CD sales are final. If you are unsure as to whether a product is included in our regular return policy, please feel free to contact us.
International Returns (US Customers)
Due to high brokerage fees returns will only be accepted if sent using the Postal system. We will refuse any returns sent via a courier service such as FedEx or UPS. Returns marked COD for insufficient postage will be refused and automatically returned to sender. Please send your packages insured and with delivery confirmation/tracking (so we both know that is has been shipped and delivered). We are not responsible for returned items being lost or damaged in the mail, so it is your option to insure it.
If you are returning products from outside of Canada, please fill out any customs documents with “Product RETURN to Canada - $0 value”. Please do not indicate a dollar value as we will be erroneously charged tax by Canada customs. If this occurs, costs incurred will be deducted from your return/credit amount.
Why is my refund amount less than what I paid for my purchase?
Usually this is due to shipping charges which are non-refundable to the customer. Shipping costs are an expense we as a company pay, which are not reimbursed to us with a return. So while we offer Free Shipping for purchases (which is really us paying the shipping on your behalf!), we are unable to offer Free Shipping for returns and/or exchanges as this adds a considerable expense to each purchase that is difficult to make up for. When you return an item for a refund, this often means the shipping charges are deducted prior to a refund being issued.
Shipping charges are akin to gas charges when you make a purchase. You are not reimbursed gas when you need to return an item to a store, nor are you reimbursed gas from making your original purchase. And with the price of gas today, this adds up! As a small, family business, while we are thrilled to offer Free Shipping when you purchase a set minimum amount, we are unable to reimburse or refund shipping expenses on product refunds and/or exchanges.
Original and ACTUAL shipping charges are non-refundable and will be deducted from your refund/credit amount. Our shipping is based on a sliding scale. If your parcel shipped for MORE than the amount you were charged, this ACUTAL cost of shipping will be deducted from your order. If your order qualified for free shipping and your returned item(s) take the subtotal BELOW the Free Shipping threshold, original or ACTUAL shipping costs (whichever is higher) are non-refundable, and these will be deducted from the refund amount. You are responsible for all shipping charges on returned and/or exchanged merchandise.
It's also possible a restocking fee was charged based on the condition of the return (see below).
What is a Restocking Fee?
A restocking fee is a charge that is removed from a refund amount in order to cover the expenses incurred during the processing of an order. This may be 10-20%, depending on the condition of a return. This cost covers any credit card fees, packaging and handling fees and staffing needs that may have resulted from your order. The markup on cloth diapering products is very low, and in order to recoup the costs associated with a return or exchange, a restocking fee is customary with retailers of these products. We highly recommend purchasing only ONE of an item to ensure the fit and function will be as expected before investing in an entire system of diapers. This could potentially be less costly in the long run.
An online order requires many more steps to process than an in-person purchase, as we are doing all of the work for you. Your order must be downloaded & processed, your payment must be entered and accepted, stock must be removed from inventory, packed, processed for shipping, labeled, taken to the post office, tracked and followed up on. All of this requires time and staff that must be paid for their time. Thanks for your understanding!
Incorrect Items Received & Manufacturer Defects
Please ensure you have examined your order when you first receive it CAREFULLY for anything that may be considered a flaw, defect or issue resulting from packing/shipping. Once your product has been washed and/or used we can only assume responsibility for defects of a manufacturing nature and we'll refer you to the correct contact for following up on warranty and/or replacement issues. Defects covered under warranty will almost always be handled directly by the manufacturer after 14 days of receipt of your order. Costs associated with the return of a product for evaluation under warranty (shipping charges) will NOT be assumed by the manufacturer or distributor. Learn more about a warranty claims - Manufacturer Warranty Claims.
If you have received an incorrect size, colour or item in your order, do let us know immediately. Depending on the nature of the mistake, we will do our best to correct the situation immediately. In the event that an incorrect item should be returned to us for correction, please do so in a timely manner so that your replacement item(s) can be resent as quickly as possible. Please understand that merchandise that is unpaid for will NOT be shipped until the incorrect merchandise is first returned to Parenting By Nature. Any incorrect product kept by the customer for more than 30 days can no longer be returned.
Products of a defective nature (such as peeling PUL, broken snaps, or defective seams) are generally handled directly through the original manufacturer (Happy Heiny's, DivaCup, Fuzzi Bunz, Bummis, UTN etc.). This is the fastest and most efficient way to have any queries dealt with, and many manufacturer's insist that customer concerns be directed to them. If you are unsure as to how to contact the manufacturer of the product you purchased, we will help to direct you to the appropriate department. A refund or replacement may be issued upon receipt of the returned, defective items, at the sole discretion of the manufacturer and/or Parenting By Nature. Costs associated with the return of a product for evaluation under warranty (shipping charges) will NOT be assumed by the manufacturer or distributor.
Please note, Parenting By Nature and the product manufacturer are not responsible for damage to an item caused by improper care or normal wear and tear of the product materials. Cloth diapers will NOT be replaced or refunded due to repelling, staining, or leaking as these are generally environmental issues, or issues based on fit or absorbency. These can generally be corrected with some guidance. Fading and wear of the materials used to construct the product is normal over time. "Normal fading" and "normal wear" of the product is as defined by the product manufacturer. Cloth diapers will not last forever! Imagine how your favorite t-shirt would look after being washed and dried on a daily basis for a handful of months. Eventually you may have to buy another one. You are solely responsible for understanding how to care for the items you purchase. If you have any questions, please ask.
We strive to carry quality products. From time to a faulty product may be received that is not discovered until after some time has passed. Defects of a manufacturing nature may be covered under an extended manufacturer's warranty. Before 30 days of receipt of your order, warranty issues will be handled in the most cost-effective manner, at the sole discretion of the manufacturer and/or bynature.ca. After 30 days of reciept of your order, warranty issues will always be handled directly by the manufacturer. Costs associated with the return of a product for evaluation under warranty (shipping charges) will not be assumed by the manufacturer or distributor. Please contact your product manufacturer for any warranty claims. We're happy to provide you with the correct contact information when required.
A refund or replacement may be issued upon receipt of the returned, defective items, at the sole discretion of the manufacturer and/or bynature.ca. Shipping charges are non-refundable and are the responsibility of the purchaser.
For cloth diapers: ANY GUARANTEE IS VOID WHEN MANUFACTURER'S WASHING INSTRUCTIONS HAVE NOT BEEN FOLLOWED. Please read your tags carefully and follow any instructions provide by the manufacturer first. The use of incorrect detergents, natural soap, fabric softeners and diaper creams will void all warranties provided. A warranty DOES NOT cover leaking (except as related to manufacturing defects), 'stinky' diapers, buildup or normal wear (generally refers to more than 100 washes, or 3-6 months of continuous use).
Please note, bynature.ca and the product manufacturer are not responsible for damage to an item caused by improper care or normal wear and tear of the product materials. Cloth diapers will NOT be replaced or refunded due to repelling, staining, or leaking as these are generally environmental issues, or issues based on fit or absorbency. These can generally be corrected with some guidance. Fading and wear of the materials used to construct the product is normal over time. "Normal fading" and "normal wear" of the product is as defined by the product manufacturer. Cloth diapers will not last forever! Imagine how your favorite t-shirt would look after being washed and dried on a daily basis for a handful of months. Eventually you may have to buy another one. You are solely responsible for understanding how to care for the items you purchase. If you have any questions, please ask.
We try hard to give you the best possible prices available for the items we offer in our online baby store, while maintaining the integrity and value of our quality products and service. To learn why customers choose to shop with us, please read about our Customer Care. Fast shipping, large in-stock selection, and the ability to meet the demands of our customers are just a few of the reasons our customers keep coming back - and we appreciate it!
If you should find another Canadian current and comparable print or online catalogue offering of an identical item with a lower regular retail price than ours, please ask us if we can match the price. Where possible, we will try our best to accommodate.
All prices are subject to change without notice. We make every effort to provide you with the most accurate, up-to-the-minute information in regards to product information, prices and in-stock items, however, mistakes do occur, and we must reserve the right to make corrections, adjustments or changes without notice.
Pricing, product availability, and offers are subject to change without prior notification. Product photos are representative only and product appearance and/or packaging may vary. We reserve the right to make changes without notice due to market conditions, manufacturer or supplier product changes or discontinuation.
Please note that all cost comparisons and suggested costs associated with cloth diapering are an estimate only. Sales taxes, exchange rates and shipping have not been considered and need to be added or assessed on a case by case basis.
We guarantee that you’ll be able to use your credit card securely at Parenting By Nature. For Secure credit card transactions and banking relationships we utilize the security and financial strength of RBC (Royal Bank of Canada). Our Secure SSL e-commerce transactions are processed through Moneris Solutions, a safe and secure merchant processing account. All personal information (including your name, email address, street address, phone number, and order history) are encrypted by GeoTrust for additional security. Set up with “Secure Socket Layers” (SSL), the most advanced 128-bit encryption technology available, you can rest assured that your credit card number and personal information is protected so that no one can read it in transit.
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We assure you that we do NOT sell or share your personal or order information to anyone. Your phone number and e-mail address are used strictly for the purpose of contacting you about your order, if needed. We do, on occasion, run specials and send out an informative newsletter that we feel our customers may find of interest. If you do not wish to be included in this mailing list, please respond to one such newsletter, and we will remove your name from it immediately.
All personal information (including your email address, street address, phone number, and order history) will not be sold, rented or given to any individual or company outside of Parenting By Nature for any reason (unless formally requested by a court of law). We use a secure service by Moneris (Royal Bank of Canada) to collect all payment information which is encrypted by GeoTrust for additional security.
Any and all information contained on the Parenting By Nature website (herein known as the Site), including information relating to medical and health conditions, products and treatments, is for informational purposes only. It is often presented in summary or aggregate form. It is not meant to be a substitute for the advice provided by your own physician or other medical professionals or any information contained on or in any product packaging or labels. YOU SHOULD NOT USE THE INFORMATION CONTAINED ON THE SITE FOR DIAGNOSING A HEALTH PROBLEM OR PRESCRIBING A MEDICATION. YOU SHOULD CAREFULLY READ ALL INFORMATION PROVIDED BY THE MANUFACTURERS OF THE PRODUCTS ON OR IN THE PRODUCT PACKAGING AND LABELS BEFORE USING ANY PRODUCT PURCHASED ON THE SITE. You should always consult your own physician and medical advisors. Information and statements on the Site are not intended to diagnose, treat, cure or prevent any medical conditions. Information about each product is presented from the manufacturer’s advertising material and Parenting By Nature is not responsible for any statements or claims that various manufacturers make about their products. We cannot be held responsible for typographical errors or product formulation changes. By using the services of the Site, you accept these terms.
We reserve the right to make changes to, or update our policies at any time, If you have any questions about a return, exchange or store policy please feel free to contact us at any time and we will be happy to assist you.