FREQUENTLY ASKED QUESTIONS
PURCHASING THE PRODUCT
What are the features and differences between the strollers?
Most of our strollers are made in Europe (with few exceptions that are noted in product description), and all of our strollers are shipped directly from Europe, either by Canada Post, USPS, and UPS.
They are made of durable, eco-friendly materials, with more details on the product pages. Our strollers are free of any toxic and harsh chemicals, making them a safe choice for you and your baby.
Strollers that we sell come as a full package, that includes the stroller, bassinet (some products have "no bassinet" option), diaper bag, car seat adapters (as specified on product page), boot cover, and rain cover.
What are your locations and hours to view the strollers?
We're online only. If you would like to book an appointment to see some of our stroller samples in Calgary, please contact us.
How to purchase a product online?
When purchasing a product from our website, we will request information from you on our online order form, when you go into Check-out. Payment must be made in-full prior to shipment. We accept Visa, Master Card, American Express, and PayPal.
You will be contacted if there are any issues with your order, such as out of stock or delayed items, and to provide you with the tracking # of your shipment, which you can also check through our website, under Order Status.
What is product availability?
Please check the product description page.
Do you sell car seats?
Unfortunately we don't, but Car Seat adapters are available with our strollers, and the detailed information is provided on each stroller product page. More information about car seats can be found here.
What stroller accessories are available?
Strollers come with boot covers, diaper bag, rain cover, car seat adapters and a bassinet (in most but not all), as listed on the product description page. Some extra accessories such as Winter foot muffs, sun umbrellas, and stroller handle mittens are also available.
What payment methods do you accept?
Visa, Mastercard, American Express, PayPal.
What if I need to change my order?
Please contact us immediately. We can still change your order prior to shipping. If your item has already shipped, we can accept a return.
What if I want to cancel my order?
Order can be cancelled only if the item has not been shipped yet. After the item has been shipped, we cannot cancel your order, and the product will be delivered to you.
We will notify you if your order is eligible to be cancelled. Please note that sending in a cancellation request does not confirm that your order is cancelled. Cancelled orders will be confirmed in writing via email. In the event that your order cannot be cancelled, please refer to our return policy.
SHIPPING THE PRODUCT
What are the shipping costs and methods?
Please refer to the product description.
Do you ship within Canada, USA, and other countries?
YES! We ship anywhere within Canada except remote areas such as Yukon and NWT, and across continental USA only (areas such as Alaska or Hawaii are excluded).
We are planning on extending our services globally. Please contact us if you wish us to ship the product outside of Canada and USA.
How long does the shipping take?
Shipping times will depend on the product, more details about specific product's shipping is provided on the product page. We have also created this helpful guide on Shipping regarding tracking links, and shipping times.
How will I know if my order has been shipped?
Once your order has been processed and charged, shipping arrangement are made. You will receive an email with your tracking information once the item(s) have shipped. If your order has multiple shipments (some items ship from different locations), you will receive tracking numbers for each portion of your order.
We ship by Canada Post, USPS, and UPS. Please refer to Order Status on our page to track your order.
Why has this item not shipped yet? What if the item is out of stock?
Please note we are not responsible for supplier delays in shipment, or delays due to products being temporarily out of stock. Our suppliers do their best to have the products in stock in their warehouses, but sometimes they are out of a certain product or color. We will notify you immediately as soon as the supplier contacts us. You may still cancel your order prior to shipment for full refund, or change to a different product or color.
RECEIVING THE PRODUCT
What if I miss the delivery and want my order redelivered?
UPS, Canada Post and USPS will attempt a delivery to your door. A delivery notification will be left at your door if there is no answer and they either try again, or can be contacted to arrange a second attempt. If they are unsuccessful in their attempts, packages are held at their depots for a short period of time.
If they are not picked up, then your packages are shipped back to us or to Europe, depending where the package has originated. This situation may cause a significant delay in delivering your order and additional shipping costs on your part, and Stroller Boutique is not responsible for such delays. If you wish not to have your product re-delivered, please refer to our Return Policy.
I bought a stroller online but color is different than in a photo, why?
It is hard to see the real color on a photograph, although they are a very close representation of the actual color. Different display screen on your computer, tablet, or a smartphone, may display different shades or brightness, which will affect the color you see on your screen. Some colors that are very light, such as whites, light greys, and light beiges are sometimes difficult to judge from a photo accurately. Some variation from the original photo is to be expected. Shades of stroller handles may also vary a little from the rest of the stroller color, because a different, more durable eco-leather is being used than the one on the bassinet or the stroller seat.
Any returns due to color misinterpretation will not be honoured. Stroller colors are all very beautiful, and have been carefully chosen by the supplier designers, so the actual colors will be appealing to the majority of the public.
What if I am looking to return an item?
Please refer to our Shipping & Returns page for detailed information.
What if my order arrives damaged?
On rare occasions this may happen. As the stroller package is being handled by 3rd party, we have no direct control over their handling quality. If your item arrives damaged in transit, please contact us immediately, and we will help you get the part replaced.
Please refer to our Shipping & Returns for detailed information.
What is the stroller/product warranty?
Stroller Boutique does not offer any warranty on the strollers and other products, as all warranty is covered directly by the European stroller manufacturers. If your strollers have been bought through us, the warranty will be honoured in Canada and USA only. Please keep your receipt for the warranty purposes.
Warranty time is provided on each product information page.
What happens if my stroller breaks down? Where do I get them serviced?
Depending on the damage, we will take the appropriate steps. If the damage is minor, we or the manufacturer will send you a part replacement directly. If the damage is more serious, the stroller may need to be serviced at our authorized service centres.
For detailed information please go to Shipping & Returns page, and scroll down to the bottom.