Shop FAQs

Thanks for visiting the Diono online store. Find answers to frequently asked questions about our online shopping experience below, including shipping information, return policy and more.

Online Shopping Information

Shipping restrictions

Currently, we ship to all provinces in Canada. Our website does not process orders shipping to Canadian Territories and P.O. boxes. Should you need assistance for items to be shipped to one of these areas, please contact our Customer Care team at 1-866-954-9786 to better assist you. Please note that these may require additional delivery charges, shipping time and are subject to delivery restrictions based on the item type, weight and size.

 

Order processing time

Orders will be processed and shipped within 3-5 business days (active business days are Mon – Fri, excluding holidays within Canada).

 

How will my order be shipped?

All car seat orders will be shipped via Purolator. Covers and replacement parts will be shipped via Canada Post or Purolator.  Standard shipping time may vary on delivery address.

We do not guarantee delivery dates, and we are not responsible for delays by the carrier. Risk of loss and title to ordered items pass to you upon delivery to the shipping carrier. Inspect your shipment upon arrival and refuse it if the product has been damaged. Report any shipping-related damage immediately to the carrier.

 

How do I check on the status of my order?

You will receive e-mail updates with the progression of your order. If you have further questions or concerns, please contact our Customer Care at 1-866-954-9786. Monday – Friday 9:00 am – 5:00 pm EST.

 

What is the cost of shipping & handling?

Shipping & handling on orders over $100.00 CAD is free. An additional shipping & handling charge will be applied for items shipping to all Canadian Territories.

For replacement parts and covers, your total shipping charges will calculate during checkout prior to the completion of your order based on the delivery address.

 

Can I track the shipment of my order?

Yes, you can track your order. Once you receive your shipping confirmation email, a tracking number will be provided.

 

How do I cancel my order?

To cancel your order, please contact our Customer Care by calling 1-866-954-9786. If you wish to cancel an order after the order has shipped, you will be responsible for return shipping charges.

 

Will I be charged for sales tax?

Provincial laws require that we charge applicable sales tax on all orders.

 

What form of payments do you accept?

We accept payments made by VISA, MasterCard, Discovery and American Express. No other payment methods are currently accepted online or through our phone lines.

Your credit card will be charged at the time your order is placed. For your safety, your billing name and address must match the billing name and address of your credit card. We reserve the right to cancel any order that does not match this criteria.

Your rights as a cardholder are governed by your card issuer agreement and not this Agreement. You agree to notify us within sixty (60) days after any discrepancy appears on your credit card statement or such discrepancy will be deemed waived. If we do not receive payment from your credit card issuer or its agent, you agree upon our demand to pay all amounts due. You are responsible for paying any use, value-added or other taxes imposed on your purchases. We will not be responsible for any unauthorized amounts billed to your credit card by a third party.

 

Will you match other retailer’s advertised prices for the same product if they are lower?

We do not price match.

 

Return & Exchange Policy

Returns are only accepted for items purchased on the ca.diono.com website within 30 days of purchase. Diono does not accept returns of items purchased through any third-party, including our retail partners.

To obtain further information or to arrange a return or exchange of your item, please contact Customer Care at 1-866-954-9786, Monday – Friday 9:00 am – 5:00 pm EST. All returned items must be shipped freight pre-paid. Please use a package delivery service able to track and/or insure your return items. Diono is not responsible for lost or stolen merchandise in transit.

All merchandise must be in new condition in the original packaging and cannot be used or worn. We do not accept returns of assembled product unless the product is defective. All parts and materials must be returned, including the instruction manual and registration card, to receive a full refund. It is up to your discretion which parcel delivery service you choose to use but please be able to track and/or insure your return items.

Once received in our warehouse, the item will be inspected for contents. We reserve the right to refuse the returned item and deny credit. The purchaser/ receiver is responsible for all costs when a return or exchange is being submitted. Please include your original 5-digit order number on the return label. Diono is not responsible for lost or stolen merchandise in transit.

 

Refunds

A refund will be issued in the same form as original payment unless otherwise noted. It may take up to 14 days to process your return once the product has been received at our warehouse and the return has been approved. To obtain further return information, please contact Customer Care at 1-866-954-9786, Monday – Friday 9:00 am – 5:00 pm EST.

 

Return Status

Please reach out to your carrier of choice to confirm that we have received the package. If received you may call Customer Care at 1-866-954-9786. Monday – Friday 9:00 am – 5:00 pm EST to check on status of your refund.

 

Damaged or Defective Items

If your item arrives damaged or defective please contact Customer Care immediately and the will assist you.

 

By placing an order on ca.diono.com, you are accepting this return policy.