Shipping policy

We offer free shipping for orders over a certain threshold. Threshold must be met before taxes and other fees. 

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 approximately 3-6 Business days for the majority US or 6-10 Business days for the west coast. Packages may take up to 15 business days for some areas of Canada and the United States. Packages sent to the UK may take 15 business days to arrive or more as they have to be processed through customs. We are unable to speed up timelines once the package has left our warehouse. International packages outside of North America are sent DDU, we are not responsible for tariffs, duties or fees.

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 and other carriers do not cover.

Cross Border

We are not responsible for any customs or duties charges that may be incurred. International packages can get stuck at customs and we are not responsible for the extra time taken as we are unable to speed up this process. We are not responsible for delays. Please contact your local post office or courier for further information. Packages WILL NOT be refunded should the customer deny the package due to duties as the package will not come back to us. There are no duties for shipping within Canada or the U.S.

Refused Or Undeliverable Packages

Refused or undeliverable packages will not be refunded. Should this happen please contact your carrier. We do not receive these packages back to us and we are not responsible for incorrect addresses or refusal at delivery. This is at your own risk. 

Pre-Orders

Pre-orders will be shipped as soon as they arrive in our facility and have been quality checked. An email will provide your tracking number. Please note that shipping and handling will be an added wait on top of the TAT for the preorder. Our TAT is from the end of the pre-order to the arrival at our warehouse. Turn around time is approximate. We are not able to speed up customs processing times or delays. 

Mis-delivered/Missing Packages

Once an order has been marked as delivered by the shipping carrier, Ploom Baby is not responsible for lost, stolen, or misdelivered packages. To protect our small business from fraudulent claims, this policy is strictly enforced.

If your tracking information shows “Delivered” but you have not received your parcel, you must contact us within 2 days of the delivery date so we can assist in opening an investigation with the carrier.