Frequently Asked Questions:
- How do we use Ellie Ears?
- Shipping & Lost Packages
- Local Pick Up
How do we use Ellie Ears?
Head Support: Place baby in their supported seating device (swing, bouncy chair, stroller) or laying flat on the floor, bassinet etc. Slide the thin connector between the "ears", behind baby's neck, with pillows framing baby's head. The connector rests in the natural empty space behind the neck, without pushing the head forward.
Body Support: Place Ellie Ears pillow on a firm flat surface. Lay baby’s body between the pillows, on the connector, in the desired position - side lying or flat on their back. Adjust and tuck pillows for comfort and support
For more information head to: About Our Pillow
Car seat manufacturers make recommendations regarding use of "aftermarket products", refer to your car seat manual(s) before using in a moving vehicle.
Ellie Ears replace the rolled towels or blankets often recommended for positional support, which slip and unravel. The pillow is lightweight, soft and pliable, thereby continuing to allow for intentional range of motion.They do NOT attach to any restraint mechanisms or go behind the baby's back.
Ellie Ears pillow is NOT a medical device. Please consult with your qualified medical professional with your specific questions.
Always use under the direct supervision of a responsible caregiver
CAN MY INFANT USE ELLIE EARS FOR SLEEPING?
Ellie Ears are not intended for crib use.
Health Canada advises the following:
- Put your baby on his or her back to sleep, both at nap time and at bedtime.
- Your baby's crib should be completely empty, except for the crib's mattress and fitted sheet.
Orders are delivered to Canada Post for shipping within 5-7 business days. All orders are shipped Canada Post.
NORTH AMERICAN FLAT RATES - includes tracking number
Western Canada (BC, AB, SK, YT, MB) - $11.50; Purchases over $50 - $8
Eastern Canada (ON, NT, NU, QC, NB, NS, PEI, NL) - $13; Purchases over $50 - $10
USA - $11.50; Purchases over $50 - $8
All Other Countries - shipping rates are calculated at checkout
The customer chooses the level of shipping and if you wish to pay for tracking, it is not automatic. We understand that tracking is an expensive additional cost but we do encourage customers to purchase it as we CANNOT provide any follow-up information on packages without a tracking number.
International orders are subject to taxes and/or duties which will be the responsibility of the customer.
Refused orders will not be refunded.
What if my package is lost or stolen?
Once an item has been accepted by Canada Post, it is no longer the responsibility of Ellie Ears/Modern Barn Inc. If your package should get lost, we cannot send another Ellie Ears as a replacement.
If your order ships within Canada it includes insurance (for the value of product purchased, up to a maximum of $100) and a claim will be filed with Canada Post. Decisions on insurance claims are made by Canada Post following their policies and procedures.
If your order is being shipped outside Canada:
If you would like to purchase shipping insurance, please email us and we will include it to your order for an additional charge.
**We understand that tracking is an expensive additional cost but we do encourage customers to purchase it as we CANNOT provide any follow-up information on packages without a tracking number. (USA orders include tracking)
Local Pick Up Locations
We offer 2 local pick-up locations in Calgary and Okotoks. You will be notified when your order is ready for pick up, wait time is 5-7 days.
We ask that once you receive the confirmation email that your order is ready for pick up, you please pick up within 7 business days. If you need a little longer please let us know, we understand life is busy with little people but this is a courtesy offered by our pick-up locations and their space is limited.
Ella Bella Maternity, Willow Park Village
286 - 10816 Macloed Tr. SE
Calgary AB, T2J 5N8
19 Elma Street
Okotoks AB, T1S 1J7
Unclaimed Orders: We will send 1 reminder email that your order is ready for pickup, and must be picked up within 7 business days. If the order remains unclaimed it may be returned to our warehouse and you will be notified of your options to claim your product.
If you wish to have the product shipped at that time, shipping fees, as well as a surcharge may apply. If wish to receive a refund for your order, you will be charged a surcharge, and the balance of your order total will be electronically refunded in the same manner it was paid.
Should your order arrive and you are unsatisfied with the product you may contact us, and will be happy to work with you to resolve your concerns. If you would like to make a return or exchange please contact us at email@example.com
Returns: Returns can be made within 10 business days of delivery, if the product was purchased directly from our website. Product must be in the original, unused condition (never used or washed), with original packaging intact. A copy of the original shipping receipt is required. Returns will be credited for their original purchase price, minus the cost of shipping.
Exchanges: If you wish to exchange your purchase for a different product/print and there was no error made on our part, we would be happy to do so, within 10 days of delivery. The original product must be shipped back to us at customer's expense, and shipping will be charged for the exchanged product.
*If an item was delivered via "local pick-up" it must be returned directly to Ellie Ears and CANNOT be returned to the pick up location. Please contact us at firstname.lastname@example.org to make arrangements for a return or exchange.
**All return shipping costs are the responsibility of the customer, unless the product is defective or the order was incorrect (see below).
Defective Product or Incorrect order: If your return is due to a defective product or incorrect order a full refund will be issued to you, inluding cost of shipping, OR a replacement product may be shipped to you at no cost. Claims must be made within 30 days of delivery. We require a photograph of the defective or incorrect product and your original shipping receipt to be sent to us for approval.
There are no warranties, guarantees or representations made on our products.