Customer Care, Shipping & FAQs
How to Contact Us:
Questions regarding your order should be sent to customercare@newandgreen.com We will attempt to respond to you email within 2 business days. If you have not heard from us, please send a reminder to ensure that your email was not lost.
customercare@newandgreen.com | In Vancouver 604-323-4146 | Toll Free 1-877-538-4654
FAQs about New & Green’s Store Policies:
Do you have a Store Front? New & Green Baby is an online store. We believe that shopping online affords you the convenience of shopping during hours that work for you without having to pack up the kids and leave the house. All orders must be processed through this website and can either be picked up in North Vancouver or Burnaby during preset pick up times or can be mailed to you via Canada Post Expedited Parcel Service. If you live in the Greater Vancouver Area, your package can arrive as quickly as one business day after it is put into the mail system!
How soon will my order be shipped? Orders are shipped within 3-4 business days once payment is received. There may be an occasion where a specific item is temporarily out of stock but not yet updated in our system. We will contact you to make arrangements should this situation apply to your order.
How will my order be shipped? How soon will it arrive? We understand that when you purchase an item, you would like to receive it safely and be able to use it as soon as possible. Because of this we have chosen two options for you to receive your order: Canada Post Expedited Parcel or Local Pickup in North Vancouver.
Please ensure that you have checked the address to which you'd like your order shipped. We ship to the address provided to us in our shopping cart (visible on your email receipt) are NOT responsible for incorrect entries into our system. If we make a mistake on the shipping address, we will gladly re-ship at no charge. If the address was entered incorrectly, shipping charges will apply.
At present we are shipping within Canada only. Depending on your proximity to North Vancouver, BC, your order may take 1-7 days to arrive once it is shipped. If you wish to shop for diapers in the USA, we recommend the Diaper Daisy. You'll certainly enjoy working with Diaper Daisy!
Below are our shipping & handling rates. Our shipping & handling rates include postal insurance and as well as a tracking number. All rates are in CAD and are subject to GST. If you live in a remote or Northern Community, there may be additional shipping fees required. We will contact you prior to processing yoru order to inform you of any additional shipping charges and invoice you separately.
Free Shipping: If your order was shipped free of charge related to a sale or special promotion, please note that any refunds made for returned goods will be made minus the shipping & handling fees for your order as noted in the table below. Free shipping may not be applicable if you live in a remote or Northern Coummity (see above). In this case we will contact you prior to shipping to obtain fees if needed.
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Shipping Location
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Shipping & Handling FLAT Rates for orders up to $149
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Orders of $149 or greater before taxes |
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British Columbia
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$5 |
FREE |
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Alberta
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$5
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FREE |
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Outside of BC & AB
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$5 |
FREE |
Shipping Insurance: New & Green Baby Co. will always insure your order for the full amount to ensure it’s safe arrival at your door step. We do not safe drop parcels unless provided with written direction to do so. New & Green Baby Co. cannot reimburse lost package/insurance claims until the claim is fully investigated and closed by Canada Post. This can take up to 30 business days from the day the claim is initiated.
Do you offer Local Pickup? Yes. If you do live in the Greater Vancouver area and would like to pick up your order, please select “local pickup” in the shopping cart when asked about shipping method. Pick up location is typically in North Vancouver. You'll receive instructions on how to book your pick up appointment with your order receipt.
What are my payment options? New & Green Baby Co. can accept the following payment methods:
- Credit card (our payment processing partner is PayPal)
- PayPal Account
- Certified bank cheque or money order for orders that are being picked up in North Vancouver (we do not accept cash)
- personal cheque as an altrenate for mail order items (we will ship your order once your cheque has cleared)
- All Cloth Diaper 101 Workshops and Diaper Tester/Newborn Rental Kit Rentals are prepaid and must have payment completed within 10 days of placing order if you choose to pay by Money Order or Certified Bank Cheque.
Please note that at New & Green Baby Co., we use SSL encryption to keep your personal information secure during online ordering.
Do I have to pay taxes? Yes. By law, all goods sold in Canada are subject to HST/GST. Taxes will be automatically calculated in the shopping cart.
Coupons/Discounts: New & Green Baby Co. reserves the right to accept only one coupon per order.
Can I see the diapers in person? Yes. Please see our Workshop Listings to learn about Cloth diapering 101 Workshops in your community . We also offer the opportunity to see and learn about diapering products at other times. If you have a prenatal class or Mother’s group that is interested in seeing and learning about cloth diapers, please contact us to discuss this further.
Can I return or exchange an item? At New & Green Baby Co., it is our goal to provide you with the help that you need to choose the right products for your family. We want you to be completely satisfied with your purchase.
If you are not completely, satisfied with your purchase, you can return your order for a refund less shipping costs for up to 45 days after delivery confirmation through Canada Post or from your pickup appointment under the following conditions:
- The item is still in new, unwashed, unworn condition with it's original packaging
- The item was not a final sale
- The item is still available for sale at http://www.newandgreen.com - please note if we no longer offer the product, we can not accept it in return.
After 45 days, we may accept items back in return for a store credit. Please contact us to discuss your situation and to determine if your items can be returned for a credit. Refunds are not provided after 45 days.
All returns and exchanges must be approved by New & Green Baby Co. We absolutely cannot accept the return of items that have been washed, worn or have missing packaging.
Procedure for returning items:
- Contact customercare@newandgreen.com to let us know that you'd like to return an item. In your email, please provide the order number and date of purchase as well as a description of the items and reason for return.
- You'll receive an email from us letting you know how to proceed.
- Items that are received by New & Green Baby Co without prior authorization for return or with missing information will be returned to the customer.
- Returns are processed for refund or credit within 2 business days of receipt.
The customer is responsible for all shipping costs associated with returned items to New & Green Baby Co. except in when the customer received goods that did not match their order.
We advise our customers to wash and try one diaper to determine how it fits and works for your baby before you wash all your new diapers. Please remember that we can only accept new, unwashed, unworn items back to our store.
Product Warranties: In the unusual case that a product is defective, typically the Manufacturer will gladly repair or replace the product. The customer must contact the Manufacturer directly. If you need assistance contacting the Manufacturer of your product, please contact us. The customer is responsible for all shipping associated with returning a defective item to the manufacturer. |
