Frequently Asked Questions

All orders ship from Canada Monday through Friday. Orders do not ship on weekends.

We offer free shipping for orders over 85USD and 85CAD.

This threshold must be met before taxes and other fees and after codes.

Flat rate : $6 USD & $15 CAD

Our shipping charges are subject to change during major sales. 

Your package will ship between 1-7 business days after the order has been placed. Your package will then be in the hands of the mail carriers and we cannot control shipping times. 

Shipping times can vary due to potential delays. An email with tracking will be sent after your purchase. You can use this to track your package. If you require your package quickly, please contact us before you purchase. Our system automatically chooses the most economical option which is either 3-6 Business days for the majority US or 6-13 Business days for the west coast. Packages may take up to 15 business days for some areas of Canada and the United States.

We have  protection for our tracked packages. Please note that package insurance is required on your purchase for full coverage. By not choosing insurance you waive your right for certain situations that Canada Post, UPS or USPS do not cover.

We fulfill orders Monday to Friday 8am to 5pm! We do not fulfill on weekends.

Orders typically ship in 24-48 hours but may take longer if that timeline falls over a weekend or during high traffic/ volume times.

We fulfill in Toronto, Canada.

Absolutely! Free Shipping is automatically applied for orders exceeding $85 USD/CAD before taxes and applicable discounts, based on your shipping address. Free shipping is provided through ground shipping. If you need expedited shipping, please select the express option.

While we ship from Toronto, Canada, USPS and UPS are utilized for our US orders.

Certainly. We apply the relevant rates for all Canadian provinces and applicable US states.

We offer various payment options, including Shop Pay, PayPal, and major credit cards. Please note that American Express is not currently accepted. Additionally, we provide the convenience of Sezzle for flexible payment options.

Our warehouse is situated in Toronto, Ontario, Canada. For shipments to the US, we utilize USPS, with a typical shipping time of 3-7 business days once it departs our warehouse.

Shipments within Canada use Canada Post and UPS, and delivery times vary by province. Our standard shipping timeframe is 1-4 days but during peak seasons, it may extend to 7-10 business days. Please be aware that significant sales or holidays may result in slight delays.

Ploom Baby is not liable for duties incurred on packages upon import. Ploom Baby is not liable for taxes incurred on packages upon import.

Items rejected by customer due to duties incurred will NOT be refunded as they do not come back to us. They are disposed of by the postal service.

Return Policy:

We gladly accept returns on full-price items within 30 days of delivery. To be eligible, the item must be unwashed, unworn, with all tags attached, and in its original packaging. We cannot accept returns on items that have been removed from our eco-friendly clothing polybags, or that have been tried on for hygienic and allergen purposes.

Sheets, Quiltys, Blankets, Pillowcases, Underwear & Socks are FINAL SALE.

Preordered items are final sale.

Our mailers can be re-used for returns.

Items rejected by customer due to duties incurred will NOT be refunded as they do not come back to us. They are disposed of by the postal service.

Items that are sent to the wrong address are unable to be refunded. We are unable to get those packages back due to our warehouse being in Canada, so they are non refundable. Please ensure you check your address prior to sending. The customer is responsible for ensuring their address is correct.

Please note the following:

• All returns must be approved in advance. Items not returned in new, unused condition, unworn, tags on, bag intact will be rejected and the customer will be responsible for return ship costs.
• Refunds may take up to 10 days from the receipt of the item, minus the original shipping cost.
• You are responsible for the return shipping costs; we recommend using tracking or delivery confirmation.
• If a package is returned due to an incorrect address, it will be resent at your cost, or you will be refunded minus a $10 restocking fee.
• Items purchased on promotion, sale items, and gift cards are final sale. Any item sold 30% off or more is final sale. Mystery items are final sale.
• Final sale means no exchanges, returns, refunds or shop credit.
• A $5 restocking fee applies to returns, deducted from the refund amount.
• Returning a bundled discount: If you return part of a bundled item, you'll be charged the stand-alone price for the items you keep.
• Return shipping is at the buyer's expense, and we are not responsible for lost packages.
• Our warehouse is located in Canada.

Please note that return shipping is at the buyer's expense and we are not responsible for lost packages on the way back to our warehouse.

See our full policy here 

We do not facilitate exchanges. If you've ordered the wrong size, please get in touch with us to initiate a return. You can then repurchase the correct size from our website, subject to availability and stock. The guidelines for exchanges align with those for refunds.

We are committed to making things right. Kindly inspect your order upon receipt, and if you encounter any issues such as defects, damages, or receiving the wrong item/size, please reach out to us promptly (within 10 days of purchase). It's important to note that we cannot assume responsibility for damages caused by the shipping carrier. In such cases, please file a claim directly with the carrier.

Additionally, please be aware that once an item has been washed or worn, we do not offer refunds. Refunds are not applicable to normal wear and tear associated with bamboo garments. Loose strings may occur and can be safely snipped.

Final sale items are not eligible for refunds or exchanges.

Items purchased during our Summer, Fall, Spring or Winter sale, from our markdowns page or with a code valued at more than 35% off are final sale. Any Buy X G X sales are final sale (B2G2, B1G1, B1G1 50% etc)

Mystery items are final sale.

Preordered items are final sale.

Quilty's, Sheets & underwear are final sale.

* Should an item come with a manufacturing defect we will always make it right. Loose strings are not considered a manufacturing defect. Please snip any loose strings. Item must be unworn, unwashed and purchased within 30 days to be eligable. Please ensure you look over your items as soon as you get them.

The first-time buyer promo code is designed for single use per household and cannot be stacked. Additionally, it cannot be applied retroactively, so please ensure its application before proceeding to checkout. Our rewards program provides codes in CAD, and these codes cannot be combined with other promotions. Kindly take note of this during the checkout process.

Please join our Very Important Baby group or sign up for emails to hear about all of our sales and codes!

We are pleased to respond to any concerns or comments you may have. Kindly be aware that we do not permit customer service posts on our Facebook group to ensure that we can address each matter personally and promptly. Please reach out to us via email, and we will get back to you as soon as possible!

Our rewards program distributes rewards based on the store currency, denominated in CAD. Consequently, the $20 CAD reward will be equivalent to the prevailing exchange rate in USD, as the exchange rate is not 1:1.

Our Luxe Bamboo is made in China

Our Basics Bamboo is made in India or China

Our Organic Cotton is made in China

Everything is designed with Love from Ottawa Ontario, Canada.

We ship from Toronto, Ontario in Canada

We are owned and operated from Ottawa, Ontario Canada. We are registered in Ontario.