Refund policy

Refund Policy

We want you to be completely satisfied with your order from Diaper Store Canada (diaperstore.ca) or Diaper Store USA (diaperstoreusa.com). These rules apply to orders from both websites.

Wrong, damaged, or defective items

If we shipped the wrong product, or your order arrived damaged or defective, contact us within 30 days of delivery with your order number. We will replace the item or issue a full refund — including any shipping charges — at no cost to you.

Unopened items

Unopened products in their original, sealed packaging may be returned within 30 days of delivery. Once we receive and inspect the return, your refund will be issued to the original payment method within 5–10 business days. Return shipping for non-defective items is the customer's responsibility.

Opened healthcare and personal care items

For health and hygiene reasons, some healthcare products cannot be accepted for return once the packaging has been opened or the seal is broken. This includes incontinence, ostomy, urology, wound care, feeding and other medical supplies, vitamins and natural health products, skin care and other personal care products. These items can only be returned unopened, in their original sealed packaging. If you are unsure about sizing or product selection, please contact us before ordering — we are glad to help you choose the right product.

Orders from diaperstoreusa.com (United States)

  • The same 30-day rules apply: wrong, damaged or defective items are replaced or refunded in full, and unopened items in their original sealed packaging can be returned within 30 days of delivery.
  • US orders ship from our US fulfillment partners, not from our Canadian stock. Please contact us for return instructions and the return address before you send anything back; returns sent to a Canadian address can't be processed.
  • Refunds for US orders are issued in US dollars to the original payment method.

Orders from diaperstore.ca (Canada)

Refunds for Canadian orders are issued in Canadian dollars to the original payment method.

How to request a refund

Contact us through our contact page with your order number and a description of the issue. We respond within one business day.