Frequently Asked Questions
Who can I contact to inquire about an online order?
All online order questions can be answered by our Customer Service Team. They can be reached at info@babysquare.ca
Will my credit card be charged immediately?
Yes. Because of changing policies with credit card and payment providers, particularly Apple Pay and Google pay, we must charge your payment method at the time of purchase. This prevents the authorization from expiring, which means we can get your order shipped as quickly as possible.
If you have any questions or concerns with the way we handle your order or payment, contact us at info@babysquare.ca.
How will I know if my order has been shipped?
Once your order has been processed and packaged in our warehouse, you will receive an email with all of the tracking information once the item(s) has shipped.
Please note that multi-piece shipments may arrive on different days, or with different couriers.
Why has this item not shipped yet?
We do our best to fulfill all orders as soon as possible, and we strive to ship in-stock orders within 3 business days.
Items that are a Pre-Order or Special Order will take longer to ship as we must bring that inventory into our warehouse first.
If you have questions about the current ETA of your item, please reach out to our Customer Service Team at info@babysquare.ca.
What if I need to change my order?
We will do our best to help. During business hours only, you have up to 20 minutes from the time you place your order to make changes by info@babysquare.ca or by live chatting with us.
What if I want to cancel my order?
Hit the Place Order button too soon? We’ll do our best to help. During business hours only, you have up to 20 minutes from the time you place your order to cancel it by info@babysquare.ca or by live chatting with us.
What if I miss the delivery and want my order redelivered?
Baby Square uses trusted shipping partners such as UPS, FedEx, and Canada Post to ensure safe and timely delivery. Deliveries are typically made Monday through Friday, with no deliveries on weekends.
If our shipping partner is unable to deliver, a notification will be left at your door. Packages are usually held at the depot for 3–7 business days before being returned to our warehouse. To arrange a redelivery, additional delivery charges may apply and will need to be covered by the customer.
What if my order arrives damaged?
If your order arrives and the packaging is visibly damaged, please sign the delivery slip as “Damaged” and contact our Orders Department right away at info@babysquare.ca.
If the damage is discovered after opening the package, don’t worry — still let us know. Be sure to include your order number and contact details when reporting the issue.
In most cases, we may require photos of the damage for our records and for carrier or manufacturer support. Depending on the situation, we’ll arrange for a replacement part or send a brand new unit to you as quickly as possible.
Why didn’t I receive a shipping notification email?
If you haven’t received an order confirmation or shipping notification email, it’s most likely because the email address was entered incorrectly at the time of placing the order. A small typo in the email (such as a missing letter or wrong domain) can prevent our system from delivering order updates.
If you suspect this might be the case, please contact us at info@babysquare.ca with your full name and order number (if available), and our team will be happy to assist you in updating your information and providing your order status.
Any Questions?
We are available to assist you!
If you require information regarding eligible products, the tax relief, or our price adjustment policy, our approachable Customer Service team info@babysquare.ca is merely a message away.