Help Center and FAQ's

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Where is Cutie Patootie located?

Cutie Patootie is a Canadian company and brand. Our head office is located in Mississauga (Greater Toronto Area), Ontario, Canada. To learn more, please visit our About Us page.

Where are you shipping?

We ship within domestic Canada, international to the United States and WORLDWIDE! Stay tuned as we will be updating our website for information on our international retailers where you can purchase our products locally at your convenience.

Where are your products manufactured from?

Our products are ethically and responsibly made in China, under strict guidelines, to ensure that workers are provided safe working and workplace conditions, are compensated with a standard fair wage and insured for job-related hazards.

How much is the shipping fee?

ūüá®ūüᶬ†Canada

FREE SHIPPING on orders CA$129+

CA$6.99 flat rate for Untracked Lettermail (Option available on orders up to CA$31) or

CA$14.99 flat rate for Tracked Parcel on orders CA$129 and below

 

ūüáļūüᳬ†United States¬†(International) FREE SHIPPING on orders US$99+

US$8.99 flat rate for Untracked Packet (Option available on orders up to US$24) or

US$14.99 flat rate for Tracked Parcel on orders US$99 and below

 

ūüĆŹ¬†For all other countries,¬†shipping rates and options will be calculated and¬†displayed at checkout

 

PLEASE NOTE: For untracked shipping option, buyer assumes all risk associated with no tracking service

How long will it take for my package to arrive?

As soon as you complete your purchase online, your order will be processed within 1-3 business days. Please allow 3-8 business days for Canada , 5-9 business days for USA and 5-15 business days, otherwise will be indicated at shipping page, for all other international destinations (depending on the location and type of courier service you choose) for delivery from our Toronto warehouse.

Also, please note that the estimated delivery time is the standard average and may vary depending on circumstances that may be out of our control like the unpredictable Canadian weather, courier service delay and customs clearing, if applicable.

How do I track my package after completing my order?

Cutie Patootie always ensures that your orders arrive to you in good condition. We process your orders in a timely manner and send Canada and US orders eligible for free shipping only via trackable means.

For shipping options below free shipping eligibility along with international shipments with tracked shipping option selected, You can track your package here. We will keep you posted through email notification and SMS message (if a mobile number was provided) every time there are tracking updates so please add a mobile number where we can reach you via text message. 

For the latest information regarding your order, it is best that you log in to your Cutie Patootie Account. Your account order page contains more automated details such as your order status and tracking number/information that will be constantly updated.You can log in to your account here.

How do I know that my purchase was completed and my order has been sent?

When your purchase is completed online, you will be taken to the website order confirmation page. And almost instantly, you will receive a confirmation email from us stating that we have received your order. 

We encourage all our customers to sign up for an account. It's just an easy 3-step process of entering your email address, creating a password then activating it from your email for security purposes.Click here to create an account now. From your "My Account" you can view your Order History Log, details and status anytime.

Is my package subject to any customs or import fees?

When shipping within our home country (Canada), there are no customs or duty fees that need to be paid at time of delivery.However, when shipping outside of Canada,customs and import fees may be collected at time package delivery. This will be paid for by the customer. 

Cutie Patootie does not have any control over these charges nor have any information on the calculation of the exact amount of fee that will be charged for import. This varies for every country of destination and solely determined by the local customs office. Please contact your local customs office to address your questions or for more information.

What is your warranty, return and exchange policy?

At Cutie Patootie, we fully stand by our products and we want your utmost confidence in every Cutie Patootie product purchase you make.

All Cutie Patootie products are carefully inspected to make sure that they are within brand standards before they are packed with love and sent out to you. Although we do our very best to only send you products that has passed our quality check, unavoidable circumstances happen. In the rare case that the item you received has any manufacturing defects with materials and workmanship, our warranty covers these for up to one (1) year from the date of purchase. Rest assured, we will do our best to make things right.

 

WARRANTY, RETURN AND EXCHANGE POLICY

 

Warranty

What is Covered Under The Warranty
  • Unsewn seams and¬†stitching
  • Cracked, broken , loose and fallen snaps
  • Crack and delamination of PUL waterproof coating on fabric
  • Relaxed elastics
  • Broken zippers

 

What is NOT Covered Under The Warranty

  • Normal wear and tear
  • Shrinkage of natural fabrics
  • Pilling of fleece fabric
  • Stains, cuts, abrasions and fading on fabrics
  • Leaks
  • Damages¬†caused by product misuse
  • Damages caused by improper and excessive wash routine

 

    *For any condition not mentioned above, the store reserves the right to approve or disapprove warranty claims at its discretion.

     

    Return and Exchange

    You may return items within ninety (90) days from the time of order and payment. All returned items shall have the original packaging or tags attached, unworn, unwashed and not damaged nor altered. Please note that any shipping charges from the original purchase will not be refunded or converted to store credits. If the order was eligible for free shipping, the refund will be the total amount paid less the actual shipping cost incurred from the order. The customer will also be responsible for any return shipping cost. Items returned that are not in accordance to our store policy as stated above will not be issued any refund or store credit.

    For exchange request, as soon as we receive the returned items as outlined above, we will process the request and issue a store credit via e-Gift card (no expiration) that customer can use to purchase the new items.

     

     

    WARRANTY, RETURN AND EXCHANGE PROCEDURES

     

    How To Make A Warranty Claim, Return and Exchange Request

    Visit our Resolution Center to file a claim or make a return/exchange request. Please be ready to provide your order number. email address we have on file and photos as proof of the current condition of the products you received.

    If you purchased your Cutie Patootie products from our wholesale and retail partners outside of our Canadian online store, cutiepatootiebaby.com, please reach out to them. They will be more than happy to process your warranty claim and return/exchange requests under the same standard policies and procedures in place.

     

    What Happens After A Warranty Claim or Return/Exchange Request is Made

    Once we receive your request, we will thoroughly review the it according to the store's guidelines and policies.

    For warranty claim; When we deem that the item in question is, indeed, faulty under normal product use and conditions, then your claim will be approved and we will proceed to process your preferred resolution.

    We will either ship to you a¬†replacement of the¬†item under warranty, free of charge, or issue you a store credit equivalent to the original purchase price of the said item via e-Gift card. The shipping fee is on us if claim is made within (thirty) 30 days from date of purchase. Otherwise, shipping cost will be paid by the customer past this thirty-day timeframe, unless the customer chooses to send the item back to donate it through our ‚ÄúCloth a Baby‚ÄĚ program.¬†Please indicate your preference when you fill out the Resolution Center form.¬†

    Whether your warranty claim or return/exchange request is approved or disapproved, you will receive a confirmation email informing you on the status as well as any further instructions, whenever applicable.

    For return and exchange requests; Upon receipt of the returned items , we will inspect the items and verify that they are in good condition with the original packaging or tags attached, are unworn, unwashed and not damaged nor altered. Upon confirmation, we will process the request and issue a refund to the original form of payment or store credit via e-Gift card that customer can use to purchase new items in the future (no expiration).

     

    What To Do With The Defective Item After Warranty Claim is Approved

    Because we do not want to further inconvenient you as our valuable customer, you may keep the claimed item as a goodwill from us. However, you can also choose to send it back to us and we will donate it under your name to our partner cloth diaper charity/bank, One Diaper Canada, through our "Cloth a Baby" program. Read more about it here.

     

    Should you decide to "Cloth a Baby," you may send the item back to us at:

    Cutie Patootie
    PO Box 99900 FL 093 900
    RPO Cityside
    Mississauga, ON
    L4Z 0C2
    Canada

     

    *Buyer bears the cost of shipping

    Please include a print out of your order confirmation email together with the item you are shipping back. Otherwise, you can also just write us a note with your order number and email address we have on file. Please indicate on your print out or note that you are returning this item back for donation to charity or our "Cloth a Baby" program.

    What forms of payment do you accept?

    We accept all major credit cards (Visa, Mastercard, Amex, Discover, Diners Club and Interac), Paypal payments and Apple pay.