FAQ

Frequently Asked Questions:

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

How do we use our Ellie Ears Pillow?

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

 How do we wash our Ellie Ears Pillow?

All of our products are cold wash, tumble dry - do you think a momma of 4 would have it any other way?

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Shipping

Nov 1/18: We are currently only shipping in Canada

Orders are delivered to Canada Post for shipping within 5-7 business days. All orders are shipped via Canada Post, and include a tracking number

Western Canada (BC, AB, SK, YT, MB)  - $11.50;

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

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.

Your order, shipping via Canada Post, 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. 

 

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Local Pick Up Locations

We offer local pick-up at our Retailer, Loop Kids in Okotoks, which you can select at checkout. You will be notified when your order is ready for pick up, wait time is 5-7 days. Bonus - shop in-store when you pick up and save 10% at Loop Kids!

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 location and their space is limited.

Loop Kids
4 McRae St Okotoks AB T1S 1S2
403 982 7274

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 will apply, as well as a surcharge of $5. If you wish to receive a refund for your order, you will be charged a restocking fee of $5, 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 purchased your product directly from us and would like to make a return or exchange please contact us at info@ellieears.com. If you purchased your products from one of our retailers, please contact them with your questions or concerns.

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"  please contact us at info@ellieears.com 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, including 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.