Our Black Friday sale is the biggest of the year. Here are the terms of the sale:

• No order changes or cancellations - Your order will immediately be sent into fulfillment to ensure fast timelines.
• No refunds, no returns, no exchanges. Everything is final sale.
• If an item is oversold we will refund it quickly and the rest of your order will ship out immediately.
• Compensation will be issued in shop credit. There will be no cash refunds.
• We are unable to expedite shipping during this time.
• Please allow 24-48 hours for our customers service team to get back to you.
• We are unable to merge orders during this time due to order volume.
• All items are final sale. no exceptions.
• SmileyWorld, Mini Smiley and Caitie's Aprons are 10% off.
• Everything else is 30% off.
• Codes do not stack. Gift cards can be used.
• Rewards can be earned. You must have a rewards account prior to your purchase. We cannot retroactively apply rewards. Rewards cannot be redeemed during this sale.

Please allow 1–7 business days (Monday–Friday, excluding holidays and events) for processing, unless otherwise noted. You’ll receive an email notification once your order ships.

Occasionally, there may be a delay due to high volume or special events. We appreciate your patience and are happy to assist if you have any questions.

Once an order has entered fulfillment, we’re unable to make changes or cancel it. Please double-check your order details and sizing before submitting.

Canadian orders: Fulfilled from Toronto, Canada.

U.S. orders: Fulfilled from the NY, U.S.

All orders are duty and tariff free within Canada and the US.

Yes! Free shipping is automatically applied to orders over $65 USD & $85 CAD (before taxes and discounts), based on your shipping address. Free shipping is provided through ground shipping.

Shipping rates may change during major sales or promotions.

We use Canada Post, USPS, Fedex, UniUni and UPS. All of our packages are duty & tariff free.

Orders ship within 1–7 business days after being placed. Once shipped, transit times vary depending on your location. Ploom Baby cannot control shipping time & is not responsible for delays.

Yes — an email with tracking will be sent once your order ships.

Yes — we offer Navidum protection for tracked packages. Insurance is required for full coverage. Declining insurance waives your right to coverage for issues such as lost, stolen or damaged packages.

If you combine preorder and ready-to-ship items in one order, your entire order will ship once the preorder items are available.

To receive in-stock items right away, please place two separate orders.

Our preorders take 12-14 weeks on average because all of our clothing is is tested by 3rd party labs to ensure CPSC & Health Canada compliance. This adds extra time to our preorders. We also add some extra time in case there is a delay. If there are any delays past our turn around time we will always communicate VIA email.

If you do not receive any updates it is good news, the order is on the way!

We gladly accept returns on full-price items within 15 days of delivery. Items must be unwashed, unworn, with all tags attached, and in their original packaging.

We do not accept returns on blankets, sheets, underwear, aprons or plush toys/puppets.

We cannot accept returns that do not gave the original packaging including the cardboard, bag and tags due to warehouse processing.

Our returns are all reviewed and will be rejected if the item is not in brand new condition. No exceptions.

The following are final sale and cannot be returned or exchanged:

• Sheets, Quiltys, Blankets, Pillowcases, Underwear & Socks
  
• Items purchased on promotion or sale (30% off or more)
  
• Gift cards and mystery items
• Anything that has been worn or washed.

For hygienic and allergen reasons, we cannot accept returns on items that have been tried on or removed from their eco-friendly polybags.

• All returns must be approved in advance.
  
• You can reuse our eco polymailer for returns.
  
• You are responsible for return shipping costs; tracked shipping is recommended.
  
• Returns can be sent to our Canadian or U.S. warehouse, depending on your order.

Yes, a $5 restocking fee applies and will be deducted from your refund. Shipping charges from the original order are not refunded.

All returns are photographed and inspected. If an item isn’t in new condition (worn, washed, missing tags, or removed from the bag):

• The return is rejected and the customer is responsible for return shipping costs.
• The item may be disposed of if it doesn’t meet hygiene standards.
• There will be no refund if the item is not to our standard. This includes but is not limited to - dog hair, smells, human hair, any kind of stains, scents or other signs of use.

If a package is returned due to an incorrect address, it can be resent at your cost or refunded minus a $10 restocking fee.

If the package is delivered and not returned Ploom Baby is not responsible for retrieval due to incorrect address.

Please ensure your address is correct upon checkout.

If you return part of a discounted bundle, you’ll be charged the stand-alone full price for the items you keep, and refunded the remainder.

We do not facilitate direct exchanges. If you ordered the wrong size, please initiate a return and repurchase the correct size from our website.

We are unable to offer price adjustments at this time.

Please inspect your order upon receipt and contact us within 10 days of purchase if you receive a defective, damaged, or incorrect item.

We cannot offer refunds for items that have been washed or worn.

Refunds are not applicable to normal wear and tear on garments. Loose strings may occasionally occur and can be safely snipped.

Shipping insurance is an added benefit for peace of mind. This will cover your package for things that are not covered by typical insurance and will speed up the processing.

Please note that for stolen packages we need proof that it has been stolen such as ring camera footage etc. Due to high amounts of fraud we are unable to replace packages that have been marked as delivered through the carrier without supplemental evidence that they have been stolen. Please try to have a secure drop off spot, or a post office box if you live in an area with high porch theft.

Our rewards program distributes points and rewards in CAD (Canadian Dollars). A $20 CAD reward will convert to the equivalent USD amount based on the current exchange rate at the time of redemption. USD & CAD are not 1:1.

No — rewards cannot be combined with other promotions, discounts, or offers.

All of our Neopets items come with an exclusive code. We cannot accept an item for exchange or return if the code has been scratched off, or used.