Refund policy

We want you to love your bag. If it isn't right, here's how we put it straight.

Pre-orders

The Structured Tote is currently sold as a pre-order. Your card is charged when you place the order, which reserves your bag from the first production run.

You can cancel a pre-order for a full refund at any time before it ships. No reason needed, no fee. Email us at hello@bossababy.ca with your order number and we will refund you in full to your original payment method.

We expect to ship pre-orders in Winter 2026. If that date moves, we will email you and you can either wait or cancel for a full refund. If we are ever unable to fulfil your pre-order at all, we will cancel it and refund you in full without you having to ask.

Returns

Once your bag has arrived, you have 30 days from the delivery date to return it.

To be accepted, the bag must be unused and in the condition you received it, with any tags and original packaging. We can't accept a bag that has been carried, marked, or altered, because we can't offer it to anyone else.

How to start a return

Email hello@bossababy.ca with your order number and we'll send you return instructions. Please don't ship anything back before you hear from us — returns sent without instructions can't be tracked to your order.

You are responsible for return shipping on a change-of-mind return. If the bag arrived damaged, faulty, or simply isn't what you ordered, we cover return shipping and either replace it or refund you in full — your choice.

Refunds

Once your return reaches us and we've checked it, we'll email you to confirm. Approved refunds go back to your original payment method within 5–10 business days. How quickly it appears after that is up to your bank or card issuer.

Original shipping charges are refunded only where the return is our error or the item was faulty.

Damaged or faulty items

Please check your bag when it arrives. If it's damaged, defective, or the wrong item, contact us within 7 days of delivery with a photo and we'll make it right at no cost to you.

Nothing in this policy limits your rights under applicable Canadian consumer protection law.

Questions

Email hello@bossababy.ca and a person will answer.