FAQs

What payment methods do you accept?

Our payment methods are Visa and Mastercard.

What is the estimated delivery time?

Please allow up to 48 hours for our team to pick and pack
your order.

You can expect your parcel within 3-5 business days, this all depends on the “ship to” location. All our items are shipped from Toronto, Ontario. When we ship your order, you will receive a confirmation email with a tracking number. Please don't stress if there are no scan events within the first 24 hours - the system can take a day or so to catch up.

If your order does not arrive within 7 business days, please contact us and we will be happy to investigate further.

Don’t forget to confirm your shipping address prior to checking out to avoid any delays in delivery.

Do you offer free shipping?

Yes, we offer free shipping for any order over $150.00 Canadian dollars.

What is your return policy?

Returns can be made within 30 days after your order has been dispatched from our warehouse. All of our items are carefully inspected and quality checked, prior to shipping.

To be eligible for a return:

⚫Item(s) were not marked “Final Sale” or “Non-Returnable” at the time of purchase, unless damaged during shipping.

⚫ Item(s) must be in the original packaging, must be in original condition. This includes attached tags and labels, dust /poly/bags/box. In some instances, we may ask to provide a photo or video of your item prior to putting it in the mail so we can assess the condition.

⚫It may take up to 5-10 business days to process your return after it has arrived at our warehouse. As soon as your return is approved and process, you will be refunded to the original payment method used when placing your order.

⚫ All item(s) must be returned to the warehouse within 30 days of receiving your order. You are responsible for tracking your return, please keep the tracking number of your return so you may track your return online. It may take up to 3-5 business days for your money to appear on your account depending on your credit card provider.

Do you offer discounts or promotions?

We do have markdowns and sales, please register for our newsletter so you don’t miss out on deals and savings. Also follow us on Instagram @shopchilltrends for deals alert and product launch.

How do I track my order?

Once your order is shipped, you will receive a confirmation email with a tracking number. You can then track your order by clicking. Track Your Order

Do you offer gift wrapping?

Yes, we do offer gift wrapping services with your purchase for a fee of $5.99. This includes an eco friendly box, recyclable filler paper, and a dusting bag to carry your products while on the go. We can also include a personalized message that you provide.

Do you have a physical store?

Not at the moment, our head office and warehouse are located in Toronto, Ontario.

What is your customer service contact information?

Our customer service team is available to support you Monday to Friday at admin@shopchilltrends.com. 9:00 a.m. to 7:00 p.m EST. Please send us an email with your order details or product enquiries and we will respond at our first opportunity.

Do you offer international shipping?

Yes, we ship internationally, shipping fees to your destination will be calculated at checkout.

How do I contact customer service for Returns and Refunds?

Can I order by phone or email?

In order to protect your privacy and personal information, we cannot place an order for you by email or phone. We only accept orders madethrough our website.

Can I add a product once my order has been placed?

Thank you for shopping with us. Unfortunately, it is not possible to add or modify and existing order once its complete.

Can I cancel my order?

If you wish to cancel your order, contact our customer service department as soon as possible at admin@shopchilltrends.com. Include your order details in the email and type “Urgent Enquiry” in the caption. In order to keep our fast delivery times, your order will be processed as soon as it has entered our system. Therefore, we can not guarantee that we can cancel your order once the system has it in queue.

How Secure Is Your Payment?

We are aware of the importance of cyber privacy and security. We use Shopify Payments which is an extremely secure and highly encrypted system designed to protect customers and hold merchants accountable.

What Currency is Your Store Priced At:

All pricing is in Canadian Dollar (CAD).

How Do I Provide Feedback?

We welcome, positive and constructive feedbacks as we strive to create better stories to share with our Chilltrends Family. Please share stories or photos as you create memories with your little ones.

How Is My Order Packaged?

Thank you for supporting our store.

To enhance sustainability our products are packaged in a recyclable dusting bag that can
be used to carry your products while on the go.

We also offer gift wrapping services with your purchase. This includes an eco friendly box, recyclable filler paper, and a dusting bag to carry your products while on the go.

Do you have a question?

I have an answer

How Sustainable Are Our Products?

Safety is our priority. Our baby and children’s products are made with premium quality silicone. Materials that are 100% Sustainable Food Grade Silicone, Free from BPA,
Nitrosamine, Phthalate, PVC, Cadium. All products are CCPSA and FDA (Canadian standards) CPSIA (U.S.A standards), LFGB (United Kingdom Standards) approved
and certified.

How Do I Clean the Silicone Products?

Just wipe with a damp cloth, handwash with light soap and water or dishwasher safe (top rack). Please do not soak the utensils as with any beech wood utensil it needs instant drying after submerging in water.

Are Your Baby Products Microwavable and Dishwasher Safe?

Absolutely, yes, our silicone products are microwave and *Top-Rack* dishwasher safe! Heat Endurance: Silicone plate & Bib (-104 °F 392 °F); Baby spoon & fork (-86 °F 212 °F).