FAQ

Frequently Asked Questions:

  • How do we use Ellie Ears?
  • Safety
  • Shipping & Lost Packages
  • Local Pick Up
  • Returns

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 a pillows framing baby's head. The connector rests in the natural empty space behind the neck, without pushing the head forward.

Body Support: 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

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Safety

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.

Ellie Ears pillow is not intended for use in cribs or other sleeping areas, for children under 12 months of age, as per Health Canada & World Health Organization (WHO) recommendations for safe sleep. Always use under the direct supervision of a responsible caregiver

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Shipping 

Please note changes as of January 3, 2018, due to changes in rates made by Canada Post. Our flat rates continue to offer considerable saving over calculated weight shipping in North America

Orders are delivered to Canada Post for shipping within 5-7 business days. All orders are shipped Canada Post.

CANADIAN FLAT RATES -  includes tracking number

Western Canada - $11.5 (BC, AB, SK, YT, MB)

Eastern Canada - $13 (ON, NT, NU, QC, NB, NS, PEI, NL)

INTERNATIONAL - 

USA  - $13 flat rate, include tracking, no insurance.

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)

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Local Pick Up Locations

We offer local pick-up options in Calgary and Okotoks. You will be notified when your order is ready for pick up, within 7-10 business days.

We ask that once you receive the confirmation email that your order is ready for pick up, you please do so within 7 business days. If you need a little longer please let us know, we understand life is busy with little people!

Ella Bella Maternity, Willow Park Village
286 - 10816 Macloed Tr. SE
Calgary AB, T2J 5N8
(403) 271-0050

Complete Health Chiropractic & Massage
105 Southbank Blvd #201
Okotoks AB, T1S 0G1
(403) 995-4640

Unclaimed Orders: After 14 business day 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 will 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.

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Return Policy

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 info@ellieears.com

Returns: Returns can be made within 10 busines days of delivery. 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.

*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. Local pick up locations allow customers to pick up Ellie Ears products from their place of business as a courtesy are not agents/employees of Ellie Ears/Modern Barn Inc.

**All return shipping costs are the responsibility of the customer, unless the product is defective or the order was incorrect (see below).

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 exhanged product.

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.