Terms and Conditions
Privacy Policy
We hate spam as much as you do! We respect your privacy and will never share, trade, or sell any personal information at any time, for any reason. 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 a newsletter that we feel you 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.
Security
Caterpillar Baby is a secure site, and you can feel confident in using your credit card. All of your information is received through a secure server with Secure Socket Layer (SSL) encryption. We take a firm stance on credit card security, and have implemented a robust and highly secure e-commerce environment. We do not store any of your credit card information in our system, and all card transactions are processed securely through our PayPal payment processor.
Ordering
You may order online, or you may also phone your order in if you are more comfortable dealing with us personally. Our number is 1-888-884-2880 (647-728-0952 if you are in the Greater Toronto Area).
Backorders
Unless otherwise specified, all of our items are in-stock and ready to ship. For special order items, your entire order will ship once all backordered items have been received at our store. We can ship in-stock items earlier if requested, but this may incur an extra shipping charge.
Payments
Payments may be made by credit card or PayPal account. You may also phone in your credit card information if you do not wish to enter your credit card information online.
Taxes
All orders shipped to Canadian destinations are taxed according to provincial and federal taxation guidelines. These orders will be charged 5% GST or 13% HST for residents of Nova Scotia, New Brunswick and Newfoundland. Orders shipped to Ontario destinations may also include 8% PST, depending on the items, however cloth diapers and diaper covers are PST exempt!
Shipping
Orders placed on a business day will be shipped within one to two business days, unless otherwise specified. Orders placed on a Saturday, Sunday or holiday will ship the next business day. You can expect to receive your package within one to seven business days from the day we ship your order. If placed before 3pm, customers in the Greater Toronto Area may receive their package the next day.
We offer free shipping via Canada Post Expedited to Canadian and continental US addresses on orders of $99 or more before taxes, and flat-rate shipping of $4.99 for orders under $99. However, shipments that incur extra charges imposed by Canada Post may not qualify for free shipping. This applies to: shipments of excessive weight (i.e. over 5kg), shipments arriving to remote areas, or bulk orders that can not be combined. If your order falls into this category, we would inform you of the extra charges prior to shipping.
If you are ordering just a small item (e.g. an insert or other accessory), you have the option of having the item(s) shipped economically via regular Lettermail without insurance. Please get in touch with us prior to placing your order to request this option.
Canadian Shipping
We ship all of our orders via Canada Post, UPS, or Purolator Courier.
US Shipping
Orders shipped to U.S. addresses will be shipped by Canada Post, UPS, or Purolator Courier. You will be responsible for any taxes or duties that may be charged by customs officials.
International Shipping
We do ship internationally, but please contact us prior to placing your order so that we can determine the shipping charges.
Packaging
Whenever possible, we try to use either recycled or recyclable materials for packaging. At times, we may re-use old boxes that we have on hand to ship your order. If you would like us to ship with a new box, please let us know when you place your order. As well, we do not print off a copy of your invoice with your order. If you require a paper copy of your invoice and do not have access to a printer, please let us know and we will include the invoice with your package.
Local Pick-up
We offer free local pick-up from our home office near the Royal York subway station in Toronto, Ontario. Once we receive your order, we will get in touch with you in order to arrange for a mutually convenient day and time to pick up your items.
Returns and Cancellations
Product defects are typically handled by the manufacturer. If you have difficulties getting in touch with a particular manufacturer, please send us an email and we will do our best to help you out.
If you are not satisfied with your order for any other reason, you may return it to us as follows:
- You must contact us prior to returning your item.
- You will be responsible for all shipping charges when returning your item.
- You may return any item within 30 days of purchase for a refund or store credit (less shipping).
- All returns must be in resalable condition: unused, unwashed, original condition with all tags and packaging intact. We cannot accept items that have pet hair or odor, smoke, dirt, lipstick, perfume, etc.
- We always recommend that you wash and try one diaper first before washing them all.
- We reserve the right to accept or refuse returns after 30 days. Any returns accepted after 30 days will be issued in the form of a store credit and will be charged a 10% restocking fee.
- Returns are processed within 3 business days of receipt. You will receive an e-mail once your return has been processed.
Please note that returned items purchased with a free shipping offer will have the actual shipping costs deducted from the refund.