FAQs

Delivery

• How long will it take to ship my parcel(s)?
  This varies based on your Country since we ship worldwide. Please see our shipping policy for more information on delivery times in different regions.
  
• Do you ship worldwide?
  No, we currently only ship to the United States, Canada, UK, Australia, and New Zealand.
• Who delivers my item(s)?
  Your orders are shipped out from our fulfillment center and will be delivered to you via your local postal service.
• I haven't received my order yet, what can I do?
  Please contact us directly and we will help sort that out for you.
• I made a mistake in my delivery address, what do I do?
  Reach out to hello@shopbabywaves.com immediately regarding the error. As long as your order hasn't shipped yet we will adjust the shipping details for you.
• My local carrier is showing package delivered but I didn't receive it, what do I do?
  We recommend reaching out to your local carrier as soon as possible and providing them with your tracking number to see if they can provide you with any additional information regarding your order's whereabouts.
  
  If your local carrier isn't able to locate the package or it was stolen please reach out to us. If you purchased our priority insured shipping option we will resend your package one time free of charge.
• My order was returned to sender. What now?
  If an order has been marked as returned to sender due to an invalid or incomplete shipping address, we first recommend reaching out to the postal service ASAP. They may be able to correct the shipping address before it gets officially returned.
  
  In the event that an order has already been processed to be returned to sender, two options are offered:
  
  1) Baby Waves will resend the order once the customer has paid $5 to cover the redelivery fee to the corrected address (please contact us to arrange this).
  2) Baby Waves will provide a refund in the amount of the order minus a $5 shipping/restocking fee
  
  If you purchased our priority insured shipping option and incorrectly filled out your shipping details, Baby Waves will resend the package one time, free of charge.

Returns Exchanges and Refunds

• My item doesn't fit, can I exchange it?
  Baby Waves shoes are eligible for exchange within 14 days of receipt. All products should be returned in original packaging to our returns department located in Canada and return delivery costs are paid by the returner.
  
• My item arrived damaged. Can I return it?
  In the unlikely event that your item arrived damaged please email us at hello@shopbabywaves.com to get a new item, free of charge.
• How long does it take to get a refund?
  Refunds may take up to 14 working days, depending on the system you used to pay with.
• Can I cancel my order after I've placed it?
  Cancellations are only accepted within 60 minutes of an order being placed as we tend to process orders quite quickly. Please also note that there will be a 5% restocking fee if you choose to cancel.

 Payments

• Which currency are prices in?
  All products are charged in USD.
• Why was I charged a Cross-Border Assessment Fee?
  We do not charge any additional service fees however we have seen certain credit card companies charge cross-border assessment fees in some cases. As we are headquartered in Canada, purchasers from outside of Canada may be charged this fee (which is typically under 1%). If your fee was marked as CBA this is likely the reason for the additional charge which unfortunately is out of our control.

Import and Tax Charges

• Can I be charged with import duties?
  Your order may be subject to import duties and taxes once the shipment reaches your country. Tax fees may vary depending on the country the order is shipped to. Each country/state has its own threshold after which taxes will be applied. You should contact your customs office for specific amounts and percentages.
  
  Baby Waves cannot control and is not responsible for any duties/taxes applied to your package and will not cover any additional charges for customs clearance. Note, in rare occasions, customs agents may delay delivery of some packages.

Miscellaneous

• Where are you located?
  We are headquartered in Canada.
• Where are your products manufactured?
  We have various manufacturing partners located within Asia.
• Where are your products shipped from?
  Our products are shipped from our warehouses in China.
• Do you provide phone support?
  No, currently only email support is provided.

Emails and Notifications

• I bought something and didn’t get an email from you.
  If you have not received any emails from us confirming your purchase, do let us know immediately via email (hello@shopbabywaves.com) or our contact form with your full name and shipping address. Sometimes emails may end up in your spam/junk or other folders. Therefore, we recommend double checking those folders as well.
• How can I contact you?
  Please email us at hello@shopbabywaves.com. One of our customer service representatives will respond to your email within 1 business day.