Ottawa Cloth Diapers Serving the Ottawa / Gatineau region and more...
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Ordering/Shipping/Returns/Special Orders

Customer Service

Our guarantee to you: Fun, first-rate high-quality products, ongoing support and information for all your diapering needs as well as exceptional customer service. Your satisfaction is our priority and we will try our best to achieve this. Please feel free to contact us anytime via e-mail or telephone if you have any questions, concerns or comments. We will do our best to respond to all enquiries within 5 business days. Nous offrons également un service à la clientèle en français!

Ordering

You may place your order in one of the following ways:

Online
The easiest and fastest way to order and receive your products is to use our online shopping cart system. This system will allow you to know what is in stock and ready to be shipped. We try to maintain stock as much as possible but on occasion we do run out of certain items. If you would like to order a product that is out of stock, you may do so by placing a special order. You can also contact us either by phone or e-mail if you have any questions about special order and expected time of delivery. We are happy to accommodate special orders as best we can. Orders placed and paid through our online shopping cart system can be processed immediately and will usually ship within 2-5 business days of receipt of your payment.

E-mail
If you are having difficulties placing your order with our online shopping cart, you may e-mail us your order. We will let you know what we have in stock and reserve these items for you. We will then tally your order including taxes and shipping costs, and email you your total. You may then choose one of our payment methods as listed below. Please do not send us your credit card number by email. Once we receive your order request, we will call you for your credit card details.

Telephone
You may place an order by telephone however we strongly encourage you to use the online or e-mail methods as they are the most efficient and accurate ways for us to handle your order.

Payments

We accept Paypal, credit cards and money orders (Canadian funds). You do not need a paypal account to pay via Paypal. All you need is your credit card. We also accept personal cheques however products will not be shipped until cheque has been processed and cleared. We also sell gift certificates that can be redeemed by contacting us before ordering.

Pricing/Taxes

All listed prices are in Canadian dollars. Prices are subject to change at any time and without notice. All products are subject to GST (for Canadian residents) and other provincial taxes (when applicable). All cloth diapers, diaper covers and baby clothing are PST exempt. Applicable taxes will be applied at checkout. Taxes do not apply to gift certificates or orders sent to the US. US customers are responsible for all duty and taxes encountered at customs.

Product Availability

We do our best to maintain as much stock as possible. However we are a small home-based business and inevitably some items will be out of stock. Our website will reflect what is in stock but it is possible for errors to occur in stock level (for example if someone just bought an item you ordered). If this happens, we will notify you as soon as possible to make the necessary changes to your order. If you would like to order an item that is out of stock please see section on special orders. If you have any questions about your order, please contact us by e-mail or telephone. We will be happy to answer any of your questions.

Shipping

Within Canada

We offer FREE shipping on all Canadian orders over $99. All in stock items will be shipped within 2-5 business days of receipt of your payment. All orders are shipped via Canada Post Expedited Parcel which includes 100$ insurance on your package as well as a tracking number and e-mail notification of the delivery status. You should receive your order within 1-7 business days depending on your location. Shipping times are an estimate only and are not guaranteed as we have no control over the postal system. If you would like your order to arrive sooner or would like to increase the amount of insurance, please contact us once you have placed your order or before you order. We will send you an invoice with the extra shipping or insurance costs. You can also purchase extra insurance through our website. Ottawa Cloth Diapers is not responsible for any lost/damaged items during shipping process.

The following shipping rates will apply to your order upon checkout:

Canadian Addresses Canada Post Expedited Parcel
(1-7 business days, $100 insurance included)
$0.01-99.00 $6.95 CDN
$99.01+ Free shipping including $100 insurance*
*Additional shipping costs may apply for heavy/oversized orders or for remote locations in Canada. We will contact you if this is the case.

Note: If your order can be shipped by lettermail, we will contact you and reimburse you the difference between the shipping costs. Lettermail shipping does not include any insurance and Ottawa Cloth Diapers is not responsible for any lost/damaged items during shipping process.

Local Pick-up
Local clients can choose to pick-up their order, saving them shipping costs. You are also welcome to come and see our products at our home showroom. If you choose this option, please contact us to arrange a date and time for pick-up or appointment to view our products. We may also be able to bring you your items or meet at a nearer location if we happen to be close to where you live. Contact us to see what we can arrange.

International (US addresses only)
All in stock items will be shipped within 2-5 business days of receipt of your payment. All US orders are shipped via Canada Post Expedited Parcel - USA which includes 100$ insurance on your package as well as a tracking number and e-mail notification of the delivery status. You should receive your order within 3-7 business days depending on your location. Shipping times are an estimate only and are not guaranteed as we have no control over the postal system. Customs can also delay a shipment by as much as 2-3 weeks. If you would like your order to arrive sooner or would like to increase the amount of insurance, please contact us once you have placed your order or before you order. We will send you an invoice with the extra shipping or insurance costs. You can also purchase extra insurance through our website. Ottawa Cloth Diapers is not responsible for any lost/damaged items during shipping process. US customers are responsible for all duty and taxes encountered at customs.

The following shipping rates will apply to your order upon checkout:

US Addresses Canada Post Expedited Parcel - USA
(3-7 business days, $100 insurance included)
$0.01-99.00 $12.95 CDN
$99.01+ $15.95 CDN
*Additional shipping costs may apply for heavy/oversized orders. We will contact you if this is the case.

Special Orders

If a product is not in stock and you wish to order it, you can still order the item(s) through our online shopping cart. If you would like to know how long it will take to receive the item, please contact us before you place your order. Shipping times will depend on how quickly the manufacturer can ship the product(s). At times, we may be able to get the item(s) shipped directly to you from the manufacturer. If not, we will ship the item(s) to you as soon as we receive it. Once your special order is placed, we will contact you to let you know approximately how long it will take to receive the item(s). Please note that out of stock items can take as little as 2 weeks and as long as 6 weeks or more to receive depending on manufacturer's stock availability. If you have any questions about special orders, please do not hesitate to contact us.

Gift Certificates

No time to shop? Don't know what to buy for your loved one? We offer gift certificates! Just tell us who it's for and the amount you would like to purchase and we can send it to you via e-mail (within 2-5 business days of receipt of your payment) or postal mail.

About our Packaging

In keeping with our environmentally-friendly philosophy, we try to recycle and reuse boxes and packaging supplies that come to our house. That being said, your order may arrive to you in a previously used box and/or packaging supplies depending on what we are able to reuse and recycle at home. We also try to use the least packaging supplies as possible to minimize costs as well as save a few trees.

Return Policy

Your satisfaction is very important to us! If for any reason you are not satisfied with a product, please contact us within 30 days of original invoice. Unfortunately, due to health and safety reasons, we cannot accept returns on any used or washed items unless there is a manufacturer's defect. You must contact us BEFORE returning any products to see if we will accept it. Products returned to us without authorization may not be accepted. Approved returns can be returned for exchange, credit or refund (minus shipping fees). All returned products must be unused, unwashed and preferably in its original manufacturer's packaging. Customers are responsible for return shipping costs and insurance. Ottawa Cloth Diapers will not take responsibility for any lost/damaged items during shipping process that are returned without insurance. When returning a product, please send a copy of the invoice that was included with your shipment. Replacement items will only be sent out once we receive your returned product. If you would like the replacement item to be sent right away, we will bill you for it and credit your account once we receive your returned product. Please note that we will not accept returns or exchange for products that have been special ordered for a customer unless these are defective. This is especially true for colors and sizes that we do not normally stock (i.e. xx-large sizes).

Defective Items

Please examine your products for any defects upon receipt. Warranty on products will differ as per manufacturer. If you notice any defects with a product, please contact us as soon as possible so we can assist you on returning/repairing the item. Normal wear and tear such as repelling fleece and diaper leaks due to laundering problems is not considered a defect and will not be covered under manufacturer's warranty. Sizing charts do not guarantee a good fit for every child therefore improper fit is not considered a defect. We recommend you try the diaper on your child before washing or using it. If the product is unwashed and unused, it may be returned as per our return policy (upon authorization only). If you have any questions on product defects, please don't hesitate to contact us.

Your baby will love you for it!
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