Policies

By completing the purchase, you agree and comply with our policies.

We are a Canadian company. Some credit card providers charge a foreign transaction fee, and some do not. We suggest that you check if your provider does before checking out.

Shipping

During a sale event, you will receive your order in 3 to 12 business days.

You will receive an order confirmation email which includes the order number after you complete the purchase. If you did not receive order confirmation, either you did not complete the order correctly or did not provide a correct email address.

Your order will get forwarded to our warehouses in Canada. Either one of the warehouses will confirm receiving the order, typically the next business day. Then, the warehouse staff will pack your order into a parcel or parcels within seven business days. The warehouse staff could get your order prepared within two business days. Still, when the warehouse gets extremely busy, the warehouse staff may take up to seven business days.

Once the order gets packed into a parcel or parcels, we will schedule a carrier to pick up your parcel or parcels. After picking up the parcel or parcels, typically, the carrier takes an estimated three to six business days to transit the parcel or parcels to you. Also, you will receive a tracking number from us by email. So it is essential to provide us with your correct email address.

We schedule a carrier to pick up every business day, and usually, they come to pick up every business day. However, they limit how many parcels they can pick up per day. So the orders typically get picked up in order sequence. And we request the carrier to pick up as much as they can.

We request that the carrier safe drop the parcels at your doorstep. However, we do not guarantee that the carrier will always do as asked. If the carrier did not do as requested, you must contact the carrier and follow their instructions.

Please note:

Please ensure you provide your full shipping address and information and correct it. We could still edit your shipping information before receiving a tracking number but not after.

After the carrier picks up your parcel or parcels for shipping, we are not held responsible for any mistake you made in the shipping information.

If your shipping address is an apartment building address, you must provide your buzzer number. Also, you must let us know if your building's concierge could receive the parcel for you.

We do not ship to PO BOX.

Suppose there is a pre-order item in your order. In that case, we will wait for the pre-order item to arrive at our warehouses and send the item together with other in-stock items. We don't ship the in-stock items first.

Lost parcel or parcels

When the carrier's tracking system shows delivered, you didn't actually receive the parcel or parcels. Therefore, you must contact the carrier company first and file a claim as the consignee. The carrier company will provide you with a claim number, and you need to forward the claim number to us. Our email address is customerservice@teddybob.ca.

And then, we will also file a claim as the sender. Only when both the consignee and sender file a claim will the carrier take this claim seriously.

Only after the carrier company approves the claim and sends us a refund will we issue the refund to you.

We are not responsible for any lost parcels caused by the carrier. However, we will help you with the lost claim as much as possible.

Damage

If the carrier delivered a damaged parcel or parcels, do not open it or them. Because we could no longer assist you with this damage claim if you open up the parcel or parcels.

You must take self-explanatory pictures of ALL SIDES of the parcels and send them to us along with your order number. Our email address is customerservice@teddybob.ca.

And then, you must contact the carrier company and file a claim as the consignee. The carrier company will provide you with a claim number, and you need to forward the claim number to us. Our email address is customerservice@teddybob.ca.

And then, we will also file a claim as the sender. Only when both the consignee and sender file a claim will the carrier take this claim seriously.

After the carrier company approves the claim and sends us a refund, we will issue the refund to you.

We are not responsible for any damaged parcels caused by the carrier. However, we will help you with the damaged claim as much as we can.

Return and Exchange

Because all sales are final, there is no return or exchange for the sold item. 

Defective Product

Suppose you think you received a defective product. In that case, you will need to take clear pictures or record a video and include a description to tell us where the defect is and how it is a defect and send it to us. Our email is customerservice@teddybob.ca.

If you cannot provide good pictures or videos to show the defect, you need to ship or bring the product to our warehouse. However, you are responsible for the return shipping fee. The warehouse address is only provided when requested by emailing customerservice@teddybob.ca.

And then, we will forward the pictures or videos to the brand. Then, the brand will review and determine whether it is a defect or wear and tear. If the brand confirms it is a defect, we will issue you a refund for the defective product.

We are not responsible for any manufacturing defect product because the responsibility is of the brand. However, we will help you with the defective claim as much as we can.

Please note that you cannot claim a product defective after thirty days, starting from when the carrier's tracking system marks your parcel or parcels as delivered.

Warranties

We do not offer any warranty on any electronic products.

Cancelations

You cannot cancel your order after you receive a tracking number.

Also, you cannot cancel a pre-order item.