Caillou

Customer Service

Shipping Policy

Caillou.com delivers anywhere within Canada and the continental USA (we currently do not offer International shipping). Orders are processed Monday – Friday. We do not ship on weekends. Shipping rates and delivery timelines depend on the destination province/state of the order. Final shipping costs will be calculated during checkout.

Delivery Timelines

Orders are packed Monday to Friday. As soon as your package has shipped, you will receive a shipping notice by email with your tracking number. Please note that orders cannot be cancelled once they have been sent to our shipping department.

2019 Holiday Shipping Schedule

To guarantee your order arrives by December 24th, 2019, the order must be placed by December 7th, 2019. We will do our best to ship orders as quick as possible during the holiday season, but any orders received after December 7th, 2019 cannot be guaranteed to arrive before December 24th, 2019. (Depending on your shipping location)

 

Return Policy

If you are not completely satisfied with your purchase, Caillou.com will gladly provide a refund for items purchased directly from Caillou.com if returned within 30 days of the order date.

Please email us at contact@caillou.com and include your first and last name, the email address used for the purchase and your order number.

Please allow 2 weeks for processing once we have received the returned item. Customers are responsible for any shipping and processing costs incurred for the return.

Merchandise must be returned NEW, in its original condition at the time of purchase, in the original unopened packaging with original tags and tickets attached. No returns will be accepted if the merchandise has been used or worn.

If you receive a defective item, please note that in your return policy form and provide images of the defect(s).

 

Order Status

For an update on your order, please email us at contact@caillou.com and include your first and last name, the email address used for the purchase and your order number.

 

Contact Us

If you have a question about one of our products, please email us at contact@caillou.com. If your question is regarding a previous order, be sure to include your first and last name, the email address used for the purchase and your order number.