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Returns & Warranties

How can I return something that I have ordered?

Elfe Juvenile Products is confident that you will be happy with your purchases. However, if for any reason you want to return an item, Elfe Juvenile Products will be more then happy to take it back and to make sure that the return process runs smooth and easy.
However, please note that certain items once opened or sold cannot be returned or exchanged due to hygienic safety concerns and will be clearly indicated as such at your time of purchase. Moreover, final sale items, and merchandise which does not meet certain criteria cannot be returned or exchanged.
Eligible merchandise in new and unused condition may be returned up to 30 days from the shipping date for an exchange or refund.
Conditions for return:
The item is unused, in its original new condition and returned in its original packaging with all documentation present.
The request for refund or exchange is made within 30 days of the original order shipment date.
Your return shipment must indicate the Return Authorization Number (RAN) on the exterior of your shipment, provided by Elfe Juvenile Products.
If any of the above conditions are not met, Elfe Juvenile Products may not be able to issue a full refund.

How to return your order:
It is important that you first call our Customer Care Department at 1-800-667-8184 to advise us that you are returning your product and to get a Return Authorization Number (RAN). This number must be written on the outside of the returned parcel. Our Customer Care Representative will be happy to assist you regarding the procedures for returning or exchanging your product.
Make sure to pack the product in its original packaging and include a copy of all documents that you may have received from Elfe Juvenile products.
As the customer, you are responsible for the cost of returning the merchandise and may use any carrier. However, for your protection, we strongly recommend you make sure your package can be tracked. In addition, we highly recommend that you insure your package in case it is lost or damaged in transit and that you require a signature upon receipt as proof of delivery. We are not responsible for any packages that cannot be confirmed as delivered to our warehouse.

Please label all packaged to be returned with the following address:

Elfe Juvenile Products
4500 Thimens Blvd
St-Laurent, Quebec
H4R 2P2

Refund Process:
Once your package has been received and inspected by our Customer Care Center, we will issue a refund for the price of the item including any applicable taxes minus any discount codes used on the order. The refund will be done using the same method of payment used to purchase the item. Please allow up to 7 business days after your item is received in our warehouse for a refund to be issued. It can then take an additional 7 business days for your financial institution to show that the refund is applied to your account.
How can I return a gift?
In the event that you receive a gift that you want to return or exchange, please call our Customer Care Department at 1-800-667-8184 to get a Return Authorization Number.
All gift returns may be exchanged or refunded. Please note that gift refunds can only be given on the credit card used to make the original purchase.
What happens if my order is undeliverable?
Every once in a while, we will have a package returned to us because it was undeliverable. When this occurs, we will issue a full refund for the price of the product plus taxes.

We can receive packages as undeliverable for the following reasons:
1. Incorrect address information.
2. Failed delivery attempts or the item was not picked up from the local depot within 5 business days.
3. Refused by the recipient.

If there is no tracking information or you cannot locate the package and it is not being returned as undeliverable, please contact our Customer Care Department at 1-800-667-8184.

Damaged packages
If your purchase arrives with a damaged box or packaging, we advise you to refuse the delivery so the order will be returned to our warehouse. Once we have received the returned order we will refund your account.
If you decide to accept the damaged package, do not discard any of the packaging in case you need to return your order to our warehouse. Be sure to indicate the package was damaged when signing for the delivery (if applicable).

Many of the items sold at Elfe Juvenile products come with a manufacturer’s warranty. For additional information on manufacturer warranties for specific items, contact our Customer Care Department at 1-800-667-8184.