When shopping online at www.stroller-boutique.com, we understand how important it is for your items to arrive the way you expect them to! You can be certain that your order will be shipped with the utmost care and attention.
We ship only within Canada and USA. More information can be found in the FAQ section of our site.
HOW AND WHERE WE SHIP
Economy shipping costs are already included in your stroller price, and depending on your location, the stroller price will be adjusted accordingly for all Priority, UPS, and US bound shipments. We serve:
- Canada - all Canadian destinations (excluding Yukon and NWT)
- USA - all continental USA destinations, excluding Alaska, Hawaii, and all other territories that are not on the mainland USA.
Although most of our shipments arrive on time, we are not responsible for any possible shipping delays, as this is beyond our control. With shipping, we are limited to the services provided by Canada Post, USPS, and UPS, and their current delivery times. We have noticed that around Christmas time most packages by postal services can be delayed, so please plan ahead. We understand the frustration when the package is arriving late, however, it is the shipping carrier's service responsibility to deliver the package to you in a timely manner.
VERY IMPORTANT NOTE BEFORE MAKING YOUR PURCHASE:
Customs/duties are NOT included in the shipping cost, and are the responsibility of the customer. Stroller Boutique does not cover the custom/duties fees, due to complex nature of their refunds, so the shipping price has been lowered to exclude these extra costs. These costs are not much, ranging from approximately $15-$30 in Canada, to about $15-30-50 in USA, depending on the product purchased. Customs/duties are always collected at the time of delivery. UPS will not release the package to you if they don't collect, so if they miss you, please call them to arrange for the delivery at your convenience. These costs are part of your shipping costs, and unfortunately are unavoidable with cross-border shopping, as are all of our products, which are imported directly from Europe to you.
When buying a stroller, please pick your shipping option (economy, priority, or UPS) at the check-out, it will be shown on the left hand side after you enter your shipping address and click "update". Your shipping options will not display before your address, as it is calculated based on the address you provide.
All strollers that are non-stock and/or special order (most of our strollers are in this category) are shipped directly from our suppliers in Europe. We may occasionally carry your chosen model/color in our inventory in Calgary, then it will be shipped directly from us. Our inventory is listed under "Calgary store". Strollers are shipped by Canada Post, USPS, or UPS, and if any shipping from Calgary is required, we use UPS services.
For USA customers, all economy shipments of TAKO strollers and products will need to arrive in our Calgary store first, before the stroller can be shipped out to you by UPS. USA has very strict package size requirements, and TAKO strollers cannot be shipped directly as they come in big boxes, exceeding the USPS allowable limits. We introduced the new UPS shipments directly from TAKO to US based customers as priority shipments.
NOTE - Sometimes the strollers will arrive in one package, and sometimes in 2 packages, so please do not be alarmed if you receive only part of your stroller, the second one will follow shortly afterwards. You will be provided tracking numbers for your packages.
Before your stroller order is shipped, we require about 7-10 business days for processing your order, and getting it ready for shipment with our supplier. Your shipment time is calculated only from the time we finish processing your order. If there is an issue with the delivery times or availability, a sales associate will contact you via email to discuss the shipping and delivery options. You will be emailed a tracking number once your order has shipped.
Please note that not all orders are shipped together. We strive to fill each online order in a timely manner and in order to do so, some orders are shipped from multiple locations.
NON-STOCK and SPECIAL ORDER ITEMS - YOUR ORDER PROCESSING IS APPROXIMATELY 7-10 business days, IN SOME RARE CASES A FEW DAYS LONGER, AND IF SO, YOU WILL BE NOTIFIED. AFTER THE ORDER HAS BEEN PROCESSED AND IS READY FOR SHIPMENT, OUR APPROXIMATE SHIPPING TIMES ARE AS FOLLOWS:
From European supplier to Canada:
- around 6-9 weeks for economy (by sea) shipping time, by Canada Post.
- around 2 weeks for priority (by air) shipping time, by Canada Post.
- around 5 business days for courier (by air) shipping time, by UPS. *This is new service.
From European supplier to USA:
- around 7-10 weeks for economy (by sea) - arrives in Canada first, then shipped by UPS to USA.
- around 5 business days courier (by air) shipping time by UPS. *This is new service.
- around 2 weeks shipping time (by air) by USPS.
From Calgary, Alberta to other cities in Canada - around 2-5 business days, by UPS ground. Please allow 2-3 business days for processing.
From Calgary, Alberta to anywhere in USA - around 3-5 business days, by UPS ground. Please allow 2-3 business days for processing.
Shipping times are approximate only, the actual delivery times will be reflected on your tracking # once the stroller has shipped. Stroller Boutique is not responsible for any supplier shipping and delivery delays. If the package is held by the customs office, this time is not counted towards the shipping time, and may delay your delivery. We cannot cancel your order while it is in transit.
TRACKING YOUR ORDER
Once your order has been processed and charged, shipping arrangements 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. To track your package, please visit the appropriate website and insert your tracking number(s):
BACKORDER AND OUT OF STOCK ITEMS
While we do our best to fulfill all orders immediately, our supplier's inventory is constantly changing. It is important to us to offer you the widest selection possible and to fulfill each and every order in a timely manner. It may sometimes take us a bit longer to ship some of the items you have ordered. As soon as items have shipped, you will receive an email with the tracking information. If we know your order is not in stock (as we always confirm with our supplier first), we will notify you immediately.
If the item has not been shipped after around 7-10 business days of processing time, this means one of the following:
- the item is out of stock and is being made as per your order. This may take from few days to 2-3 weeks time, and you will be notified by email to either accept, cancel, or change your order. Depending on the current situation of your order, you will be offered other options if the product will not be available shortly.
- the item is being custom made, and may require more time depending on the manufacturing availability, you will be notified if this is the case.
- there may be a late response from our suppliers (while they attend trade shows, are on vacation, or behind on their schedule), and the order has not been processed immediately by them. We will inform you if we have any difficulty communicating with our supplier for these reasons.
Due to our commitment to process online orders quickly, cancellation requests must be submitted within 5 calendar days from the time of order.
You have the option of cancelling an item that you have ordered that has not yet been shipped. Your order must be cancelled within 5 calendar days, and it is still possible to cancel it after 5 calendar days ONLY if your order has not yet been shipped, or entered a "special order" production. We will notify you when the order is ready for shipment or is entering production.
After the item has been shipped, or entered "special order" production, we cannot cancel your order, and the stroller will be delivered to you. If you wish to return your order, please follow the "Return Policy" directions.
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.
Some special orders that are custom made for you, cannot be cancelled once they have entered production, unless you follow the exceptions in the Return Policy below.
We want you to be happy with your order! If you are not satisfied with your oder you may return it within 5 business days (please see below for exceptions on final sale items) of your stroller delivery date, for a refund of the purchase price less shipping fees. We do require that you pay to ship the item back to us, and any shipping fees originally paid on your order are non-refundable. We do have preferred rates with UPS, and upon your shipping payment we will send you a shipping label, that will only need to be printed and attached to the package. Please read the details below.
RETURNS FOR IN-STOCK ORDERS - purchased at the Calgary store location only (excluding online orders)
You have 5 business days to return unused products in original condition, with receipt, and original packaging. This starts from the date of your stroller delivery, and starts from the date of purchase for Calgary in-store purchases. NO refunds will be permitted without a receipt. For in-store purchases as well as online orders being returned to a store location, a copy of your receipt is required in order to process your return. In all cases, a Return Authorization from us is required prior to making a return.
In order to return an item via mail, please contact us at email@example.com, and state your order #. Please note, refunds (less shipping costs) are issued once an item has been received and inspected at a Calgary store location. Any items that are sent that do not meet the requirements of a return (used items) will still be seen and a customer service representative will be in contact.
Once your return has been approved, your refund (less shipping costs) will be processed within 5-10 business days.
RETURNS FOR NON-STOCK ONLINE ORDERS - Tako, Coletto and Tutek strollers only
Coletto and Tutek strollers are shipped from our supplier's warehouses in Europe, unless we have them in stock in Calgary.
You have 5 business days to return unused products in original condition, with receipt, and original packaging. This starts from the delivery date that is stated on your shipment tracking number. NO refunds will be permitted without a receipt. For online orders being returned to a Calgary store location, a copy of your receipt is required in order to process your return. In all cases, a Return Authorization from us is required prior to making a return.
In order to return an item via mail, please contact us at firstname.lastname@example.org and state your order #. Please note, refunds (less shipping costs) are issued once an item has been received and inspected at a Calgary store location. Any items that are sent that do not meet the requirements of a return (used items) will still be seen and a customer service representative will be in contact.
Once your return has been approved, your refund (less shipping costs) will be processed within 5-10 business days.
RETURNS FOR ONLINE SPECIAL ORDERS - some Tako models and iGöGöBABY strollers only*
All special order items are final sales, and cannot be cancelled or returned*. Special item is any item that is not in a regular inventory at the time of purchase, and needs to be special ordered on your behalf. Some "out of stock" Tako models can be special ordered for you. As we do not have access to their current warehouse availability, they will notify us if your chosen model/color is not in stock. All iGöGöBABY strollers are custom made as per your order, they are not available in stock. Typically the required time needed is 1-2 weeks to have the stroller made for you.
Once the items have been paid and ordered, they cannot be returned and are a final sale*. Please contact us for the estimated order time for your items, but generally it is between few days for most strollers, and up to 2-3 weeks. Delivery times are estimated and not guaranteed. Please note that estimates are given based on information given by supplier, and Stroller Boutique is not responsible for supplier delays or back orders.
Special orders cannot be cancelled due to the complexity of importing the strollers into Canada/USA, and the high costs associated with those imports and their production. We do our best to offer you the best prices possible to deliver such high quality strollers to you.
iGöGöBABY are 100% custom made specifically as per your order, and as a result, once the order has been placed, refunds are no longer available if the stroller has entered production. If the stroller has not entered production, we may be able to offer you a full refund (5-10 business days for processing).
* EXCEPTIONS: if a customer orders a special order stroller, and would like to return it for a refund within 5 business days of delivery, we may be able to accommodate this return ONLY IF the customer is willing to wait for a refund (less shipping cost) until and if we are able to resell the returned stroller. This offer will be valid for 30 days only, and may be renewed every 30 days if the stroller doesn't sell during that time. The stroller must be unused and in original packaging. Refund (less shipping cost) will be issued once we sell the stroller to the new customer within 7-10 business days.
DEFECTIVE OR DAMAGED MERCHANDISE
If your order arrives and there is a manufacturing defect or product mistake, please contact us immediately at email@example.com (preferred, with photos of your damages), or calling us toll free Monday to Friday between 8:30am to 5pm MST at 1-844-609-6670 within 1 business day or receiving your order. 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 item will be sent to you as soon as possible.
SERVICE CENTRES / WARRANTY CLAIMS
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 (we are trying our best to work with Stroller Spa locations throughout Canada and US).
All warranty services are free of charge (except shipping costs, see note below), and a written service authorization will be required prior to your stroller servicing. All non-warranty repairs are at the expense of the customer, however, we are pleased to assist you as much as possible after your warranty expires, such as in getting your replacement parts.
TO START YOUR WARRANTY CLAIM:
Please contact us at firstname.lastname@example.org, and we will get back to you soon with further instructions. Please do not contact any service centre without an authorization from us first.
AUTHORIZED STROLLER SERVICE LOCATIONS:
At present we have warranty authorized locations in:
If you find another repair location near you (such as a bike shop) other than the ones listed above, please contact us first to authorize such repair service before attempting any repairs.
IMPORTANT NOTICE: Stroller Boutique does not cover any shipping costs associated with stroller delivery to the service location, and back to customer. However, we are pleased to offer our discounted shipping costs via UPS. You will be asked to ship the stroller to your nearest location, or bring in person if you live close by.