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Shipping & Returns

Shipping

As a part of this Shipping and Delivery Policy (Policy), Diono, L.L.C. dba Diono, a Washington limited liability company (Diono U.S.A.), and its foreign-related companies, Diono ULC, a Canadian unlimited liability company (Diono Canada), Diono Ltd. a United Kingdom limited company (Diono U.K.), and Diono GmbH, a German company with limited liability (Diono E.U.) (Diono U.S.A., Diono Canada, Diono U.K., and Diono E.U. shall be collectively referred to herein as Diono), ships its products, namely its car seats, strollers, baby carriers, and accessories thereto (collectively, the Products) subject to the following terms and conditions.

This Policy shall apply only to Products purchased from Diono’s website (www.diono.ca; the Website). Products purchased from other retail outlets or platforms shall be subject to such outlets and platforms own terms and policies.

Diono® offers FREE shipping through CanadaPost on all car seat, booster, stroller, carrier, and accessory orders in Canada (excluding Yukon, Northwest Territories, Nunavut & the certain postal codes) excluding spare and/or replacement parts and the Diono® Lifetime Journey Care Subscription. All spare and/or replacement orders over $90 CAD will be eligible for FREE shipping through CanadaPost. At any time, Diono® may update select couriers for shipment (i.e. UPS Ground). All orders shipped with USPS are subject to a shipping and handling fee based on current courier rates. All other Product orders are charged shipping fees based on the size and weight of the Product order as well as the distance of delivery from Diono’s fulfillment facility in Montreal, Quebec. Duties and taxes may apply.

Purchasers can order a Product to be delivered to an address or person other than that listed or identified on their credit card, for example, to be shipped to a spouse, or to a work address. However, purchasers must make sure that such alternative persons and/or addresses are located in the same country as the purchaser.

Diono aims to process your Product order for shipping as quickly as possible.

If Diono discovers that a Product you ordered is out-of-stock or is otherwise unavailable for immediate shipment, Diono will contact you by e-mail to provide you available alternative options.

Currently, Diono only ships (i) within the United States (excluding Alaska, Hawaii, and all U.S. Territories), (ii) within Canada, (iii) within the United Kingdom, and (iv) within the European Union.

If your country is not available as an option in the Website’s checkout process, Diono is not able to ship to your country.

Unfortunately, Diono does not ship Product orders to any U.S. Army Post Office addresses or any U.S. Fleet Post Office addresses.

These excluded areas include: Yukon, Northwest Territories, Nunavut & the following postal codes:

  • British Columbia
    V0W, V0C, V0T, V0J, V8J, V0V, V8G, V8C, V0T, V1J, V1G, V0N, V0B, V0K
  • Manitoba
    R0B, R8N, R8A, R9A, R0L
  • Alberta
    T0H, T8S, T0G, T0A, T0P, T0J
  • Saskatchewan
    S0M, S0J, S9X, S0P, S0L, S0N, S4H, S0C, S4A, S0G
  • Quebec
    G8P, G0V, G0W, G0T, G0H, G0G, G5B, G0C, G4X, G0C, G0J, G5J, G4W, G4T, G0E, G5H, G0K, G5R, G0L, G5T, G5A, G8M, G8J, G8L, G8K, G8H, G8N, G7P, G7B, G7N, J1T, J0A, J1Z, J5V, J3T, J6E, J0R, J8C, J0T, J0K, J9L, J9E, J0X, J0W, J0M, J0Z, J9P, J0Y, J9P, J9T, J9Z, J0T, J0H, G0A
  • Ontario
    P0V, P9N, P8T, P8N, P0W, P0Y, P0X, P9A, P0T, P0L, P5N, J0T, K0C, N0L, N1E
  • Newfoundland & Labrador
    A0P, A0R, A2V, A0K, A0A, A0B, A0H, A0E, A0C, A2H
  • Nova Scotia
    B0E, B0S
  • Prince Edward Island
    C1B

For Product order deliveries in Canada Diono works with FedEx and CanadaPost. Unless otherwise indicated on the Website at the time of a Product purchase, Product order shipments will be made by a carrier selected by Diono.

Once a Product leaves Diono’s fulfillment warehouse, it will generally take approximately 2-10 business days to be delivered.

Please Note: Such estimated shipment times are for Product shipments in Canada only. Despite such average delivery times, Diono cannot guarantee any specific delivery date.

Once your Product order has been shipped, you will receive an e-mail confirmation from Diono with your Product order tracking number.

At checkout on the Website, Diono also offers an application called Route to provide purchasers extra shipping information and assistance if desired. With Route, Product purchasers are able to visually track their Product orders, receive real-time alerts, view their order history, and resolve Product Order shipping issues.

Want to protect your shipment? Need a little extra assurance your order will be shipped and delivered stress-free? Diono now proudly offers Route at checkout, an optional add-on that guarantees the safe delivery of your packages by protecting them against loss, theft, or damage. With Route you will be notified when your package is out for delivery and has been delivered. We recommend adding this protection to your order if you've experienced issues with deliveries to your shipping address.

If you have added Route to a recent order and need to submit a claim, please click here to contact Route Customer Support.

Route is the leader in package protection and shipping insurance. By opting into Route, your order is 100% covered against loss, theft, or damage. If you do not receive your order or it arrives damaged, customers can file a claim here through the Route Claims Portal and they will refund or replace it on their behalf. By declining package protection, Diono is not responsible for lost, damaged, or stolen items. We recommend package protection so you have additional coverage once it leaves our hands.

The risk of loss for Products purchased through the Website passes to the Product purchaser upon delivery from Diono to the shipping carrier. Diono will reasonably assist Product purchasers in filing claims in the event of a loss of a Product after delivery from Diono to the carrier. Diono recommends that all Product purchasers inspect their Product delivery parcels immediately upon receipt to verify the accuracy and status of its contents.

Diono reserves the right to replace certain Products and their parts in its sole discretion.

Please immediately contact Diono Customer Service at 855-463-4666 (7:00 am to 4:00 pm PT) or support@diono.zendesk.com for help or assistance.

Returns

As a part of this Diono Return Policy (Policy), Diono, L.L.C., a Washington limited liability company (Diono U.S.A.), and its foreign-related companies, Diono ULC, a Canadian unlimited liability company (Diono Canada), Diono Ltd. a United Kingdom limited company (Diono U.K.), and Diono GmbH, a German company with limited liability (Diono E.U.) (Diono U.S.A., Diono Canada, Diono U.K., and Diono E.U. shall be collectively referred to herein as Diono), allows for returns of its products, namely its car seats, strollers, baby carriers, and accessories there to (collectively, the Products), subject to the following terms and conditions.

This Policy shall apply to all Product purchases.

1.1 Return Qualifications. Diono will only accept return of a Product if: (a) returned by the original retail purchaser of such Product (collectively, Purchasers); (b) the Purchaser provides the Product’s proof of purchase; (c) the Product is returned directly to Diono; (d) the returned Product arrives at Diono in a new and unused condition, and in its original packaging; and (e) the Product is received by Diono within 30 days of its original purchase. Diono does not accept any Product returns: (i) from any third party; and/or (ii) for an assembled Product unless found to be damaged or defective at Diono’s sole discretion (please refer to Diono’s Warranty Policy for further information). Diono recommends that Purchasers retain all communications they receive regarding their Product purchases and shipments as they may contain important information necessary to process a Product return.

1.2 Return Shipping. Purchasers are responsible for the cost of shipping any Product returns. All Product return shipments must be shipped freight or via mail pre-paid. Diono recommends that Purchasers use a package delivery carrier for their Product returns that provides order tracking to monitor and ensure proper shipment of Product returns. Diono accepts no responsibility for any Product lost or stolen in return transit. A Product will be considered accepted for return within 30 days of Diono’s receipt of such return shipment. Shipping cost is the responsibility of the customer and will be charged on any non-defective items.

1.3 Return Credit. Should a Purchaser’s Product return meet the requirements detailed in this Policy, Diono will refund to Purchaser the Product purchase price plus any applicable sales tax within 7 business days of Diono’s receipt of such Product return. A refund will be issued once the item has been returned and inspected to make sure it is complete and must be in "Like New," “Original,” and/or “Unused” condition with all original packaging and tags still attached. Any items returned damaged, visibly used, or outside of the return window will incur a "Restocking Fee" charge of up to 50% of the original purchase price. No refund will be given on items that will need to be Destroyed and Disposed of due to Compliance Regulations. Product shipping costs for returns are non-refundable. To check the status of a retuned Product, Purchasers are recommended to contact Diono’s Customer Support as provided in Section 5 of this Policy.

If a Purchaser has placed a Product order via Diono’s website (www.diono.ca, the Website), and is in need of information about such order or would like to make a change to such order, Diono recommends immediately contacting Diono Customer Service as provided in Section 4 of this Policy. Please note that since Diono begins to process Website Product orders immediately after receipt, Product order changes may not always be possible. Products ordered from retail stores or online sale platforms other than the Website are subject to such retailers’ own return policies.

Should a Purchaser receive a Product damaged during its delivery shipment, Diono recommends that such Purchaser refuse acceptance of such delivery. If a Purchaser has already accepted delivery of a Product damaged during shipment, Diono recommends that the Purchaser preserve the Product, all Product packaging material, all shipment paperwork, and immediately contact Diono Customer Service, as provided in Section 5 of this Policy, to report such damage. Diono will reasonably work with such Purchasers to replace damaged Products.

Diono does not currently maintain a Product exchange program. Should a Purchaser wish to exchange a Product for another desired Product, such Purchaser can return their Product pursuant to this Policy, and place a new order for their desired Product on the Website or through a Diono authorized retailer.

Should any Purchaser have issues in returning a Product, Diono recommends to contacting Diono Customer Service at +1 855-463-4666 (7:00 A.M. to 4:00 P.M. PT) or support@diono.zendesk.com for help or assistance.