Help Center and FAQ's
For cloth nappy-specific information, please check our "About Cloth Diapers" page on the Main Menu.
Where is Cutie Patootie shipping from?
Cutie Patootie is a Canadian company and brand. Our head office is located in Toronto, Ontario, Canada. To learn more, please read our "About Us" page here.
Where do you ship to?
From shipping throughout Canada and the United States, we now offer WORLDWIDE shipping! 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.
How much is the shipping fee for my order/s?
We offer FREE SHIPPING for orders of CA$130 or more. For orders under CA$130, our shipping fee is a flat rate of CA$14.99 for Canada and CA$17.99 for United States. This is regardless of distance and package weight/dimensions to make it simple, so you don't have to worry about the calculation anymore. For all other international destinations, shipping and available service options will be calculated and shown upon checkout.
Is there a minimum order I have to make to be eligible of the flat rate shipping fee in Canada or the United States?No. You can order for as little as one (1) item to as many as you want up to CA$129. Sky is the limit! You can enjoy shopping without having to worry about any shipping costs adding up. And of course, you enjoy FREE SHIPPING when your orders total to CA$130 or more.
How many cloth nappies do I need?
You need at least 24-36 cloth diapers for a stash. With this number, you would need to do laundry every 2-3 days. But with more nappies in your stash to rotate, you can easily keep your cloth diapers in good condition for longer use aside from less frequent washing.
How do I know that the cloth nappy will fit my child?All our cloth nappies are one-size. What's amazing about it is they are adjustable with both waist and rise snaps to make sure they are snug fit. These diapers can be worn by babies from 5-35 lbs. Pretty much, that's from newborn until they are potty-trained!
How long does it take for my order to arrive?
As soon as you complete your purchase online, your order will be processed within 1-3 business days.
Please allow 2-7 business days for Canada , 4-9 business days for USA and 4-15 business days for all other international destinations (depending on the location and type of service you choose) for delivery directly from our Toronto, Ontario warehouse. Also note that the stated delivery time is the standard average and may vary depending on circumstances that may be out of our control (like the unpredictable Canadian weather for one).
How do I know that my purchase was completed and my order has been sent?
When your purchase is completed online, 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 by 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 anytime for easy view of your orders details and status.
How do I track my package delivery after completing my order?
Cutie Patootie always ensures that your orders arrive to you in good condition. We send all packages only via trackable means in a timely manner.
We will keep you posted through email and SMS message (if a mobile number was provided) every time there are tracking updates so please add a cellphone 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 order page contains more automated details such as your order status and tracking number/information and will be constantly updated.
I only received one, or part, of the many orders I made. Where is the rest of my packages?
What forms of payment do you accept?
We accept all major credit cards and Paypal payments including Apple pay.
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 needs 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 should I do if my order arrives defective, damaged or incomplete?
Although we do not expect this to happen, occasionally, things don't quite go as planned. If you ever receive a defective, damaged or incomplete order, please reach out to us via our "Contact Us" page here; Or you can also send us an email at firstname.lastname@example.org and we will be happy to assist you as soon as possible.
What is your return and refund policy?
You may return the items you have purchased within sixty (60) days from the time of order and payment. All returned items shall have the original tags packaging or tags attached, unworn, unwashed, not damaged nor altered. Send us an email immediately with some photo attachments. Please note that any shipping charges from the original purchase will not be refunded or converted to store credits. 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.
We would appreciate the opportunity to resolve any issues you might have. Simply reach out to our dedicated Customer Service Team via our "Contact Us" page here; the Messenger app, Or email us at email@example.com and we will gladly address your questions or concerns accordingly and promptly.