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frequently asked questions |
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DO YOU HAVE A PHYSICAL STORE? modBaby.ca at this point does NOT have a physical store for customers to visit. We are planning to open a store at some point in the future in Calgary. For now - if you would like to see a physical product - the best way to do so is contact us and if you are in Calgary we will do the best we can to accomodate your request. WHAT PAYMENT OPTIONS ARE ACCEPTED? We accept Visa & Mastercard Credit card payments. Unless you attend one of our product shows where we will offer Debit and Cash onsite, in addition to Visa and Mastercard. Payment options will change as our business changes check back here for updates. IS MY INFORMATION SECURE? We use industry standard Secure Socket Layer (SSL) encryption. We test and update our security policies often to ensure your information is safe and secure. WHY MUST I PROVIDE MY CREDIT CARD ON EVERY TRANSACTION? For your security and privacy - once we have processed your order - we no longer keep track of your payment information. I SEE AN UNKNOWN CHARGE ON MY CREDIT CARD? If you have purchased from our online store (www.modBaby.ca) you should see a charge on your credit card from "modBaby Inc.". Any other charges would not be our store. DO YOU ACCEPT PHONE OR FAX ORDERS? We do not accept phone or fax orders at this time. WHERE CAN I FIND OUT ABOUT SPECIAL OFFERS? We offer all our discounts through our exclusive news letter. Sign up for it here. WHY AM I NOT ABLE TO PLACE MY ORDER DURING CHECKOUT PROCESS? There might be several reasons for that. One and most frequent reasons is associated with international buyers who choose "Credit Card" as method of payment during checkout. We use several security identification methods to make your purchase safe, and one of them is validating your card's billing address. Since you are using a foreign issued Credit Card that’s registered to a foreign billing address we would not be able to verify its validity. In such cases you can choose, another credit card as a method of payment OR contact us. HOW DO I KNOW IF AN ITEM IS IN STOCK? Most of our items are in stock all the time with the exception of some items that will be shipped directly to you. In the rare event that a product you have ordered is not available for shipment, we will notify you as quickly as possible via the email address in your order. WILL PLACING ITEMS IN MY SHOPPING CART RESERVE THEM FOR ME? Please be aware that adding an item to your shopping cart does not "hold" the items for you. Transactions are not considered final, (and therefore items are not reserved from available inventory), until the checkout process has been completed. WHAT ARE THE CHANCES AN ITEM WILL BE CANCELLED OR BACKORDERED AFTER I PLACE MY ORDER? We stock most of the items in our warehouse, however we also participate in drop-ship programs with some of the manufacturers that ship large items from their warehouses directly to your home. While our inventory system is automatically checking for item availability when you add an item to your shopping cart, we cannot guarantee 100% that the item shipped by a manufacturer is available at that time. Most of the time, a manufacturer will let us know ahead of time the item’s availability. So it's rare that an item that you have ordered will be backordered or cancelled, however errors in inventory do occur from time to time. In the rare event that a product you have ordered is not available for shipment as scheduled, we will notify you as quickly as possible via the email address or phone number in your order and let you know if it has been placed on backorder or cancelled. Anticipated delivery dates for backorders or custom order items are dependent upon our suppliers and other factors beyond our control, and are subject to change. DO YOU USE DROP-SHIP SERVICES? modBaby stocks most of the items so that they are available for shipment right away. However, we do participate with some of our manufacturers in a drop-ship program for larger items, items not in stock or custom items that are shipped directly from a manufacturer. Please note: Due to the nature of the drop-ship program - at times - our customers - even those in Canada - may be subject to Duties,Taxes and/or Levies we may not be privy to or aware of. We try to limit your exposure to these fees - but depending on where you are and how the item is being delivered - the carrier may assess you an additional fee we are not aware of. If you are assessed such a fee - please contact modBaby and we will do our best to assist with the issue. Please note however that modBaby is not be responsible for all fees assessed and modBaby in no way warrants that it will cover those fees. We will however do what we can to help deal with those fees as best it can. DO YOU HAVE ITEMS/SIZES THAT ARE NOT LISTED ON YOUR WEB SITE? All of our available merchandise is listed on our web site. DO YOU PRE-SELL UPCOMING SEASON MERCHANDISE? Yes we do "pre-sell" or "pre-order" upcoming season merchandise. In order to be part of our early purchase program, you must either be part of our modMums Network or register via the product page to be a part of our mailing list. CAN YOU SPECIAL ORDER AN ITEM FOR ME? We strive to carry entire lines of product but because of geographical differences and distributor exclusivity some items are not available to us that maybe available somewhere else in the world. We will try our best to get the item for you – please contact us. WHERE DO YOU SHIP AND WHICH SHIPPING SERVICE YOU USE? We use Canada Post carrier services for shipping within Canada the, continental US and Internationally. Please refer to our Shipping policy for more information. HOW DO I TRACK THE STATUS OF MY ORDER? The tracking number is usually emailed to you after the order has been processed and shipped. In the event that you have not received an order confirmation email with a tracking number, please either contact us. HOW LONG DOES IT TAKE BEFORE I RECEIVE MY ORDER? Generally orders are processed for shipping the same day and then when shipped with standard ground service within Canada will arrive within 5-10 business days. Orders in the US will usually arrive within 10-14 business days. International orders will depend on your country. If you’d like to speed up the shipping of your item, you may choose an expedited shipping service available at checkout. CAN I RETURN/EXCHANGE MY ITEM? Our aim is to keep you happy. If you are not completely satisfied with your purchase, you may return the item for an exchange or full refund of the purchase price within 30 days of the delivery date of your item as long as the item conforms to our return policy (less any coupons used, shipping charges or surcharges, and gift wrapping fees, if applicable). For more information please refer to our Return policy. WHAT IF ITEM ARRIVED IS DAMAGED, NOT WORKING OR NOT AS DESCRIBED? modBaby.ca strives to ship your package in good condition. Unfortunately, packages may be damaged during the shipping process after leaving our warehouse. If your order was shipped with our standard services and arrives at your door damaged, broken or defective, we will either replace the broken parts if possible or ship out a new one at our discretion and completely at our expense. Please be sure to inspect your item(s) for concealed damage within 2-3 business days even if you do not plan on using it immediately. We are unable to accept cancellations on damaged merchandise after it arrived and was used. WHAT IS THE MODMUMS NETWORK? The modMums Network is a network of parents who wish to supplement their income by selling our products. This home based distribution model has enabled many mothers to earn income and stay home to look after their children. There is no limit to how much you can make and our starter kits make it easy for you to hit the ground running. To find out more please refer to the modMums Network page. |
