Customer care
Shipping & delivery
The details for getting Neloura to your door, from preparing your order to following its journey.
Preparing your order
Most orders are prepared within 1–2 business days. We ship through Chit Chats and its partner carriers.
Once your order is on its way
| Destination | Delivery estimate | Standard shipping |
|---|---|---|
| Canada | 2–10 business days | Complimentary on orders of CA$40 or moreCA$5 on orders below CA$40 |
| United States | 3–9 business days | Complimentary on orders of US$40 or moreUS$5 on orders below US$40 |
Canadian rates and thresholds are in CAD; U.S. rates and thresholds are in USD. Thresholds apply after discounts, before tax. Delivery times are estimates, not guarantees. Other available services and final charges appear at checkout.
Where do you deliver?
We ship to eligible addresses in Canada and the United States. Available services depend on your address and appear at checkout. Remote locations, Alaska, Hawaii, U.S. territories, military addresses and P.O. boxes may have fewer options or take longer.
Will I pay U.S. import duties on arrival?
U.S. orders are sent using Chit Chats duties-paid shipping options, so you should not be asked by the delivery carrier to pay import duties on arrival. Applicable taxes and shipping charges are shown at checkout. Customs review may still delay a parcel.
How can I track my order?
We will email your tracking information when it is available. The first carrier scan may take 1–3 days to appear. Use the link in your email to follow your delivery.
Can I change my delivery address?
Please check your address before checkout. If you spot an error, email help@nelourababy.com as soon as possible with your order number and the correct address. We cannot guarantee changes after fulfilment begins.
What if my parcel is delayed or something is wrong?
Email help@nelourababy.com with your order number if your parcel is delayed, missing, damaged, leaking or contains an incorrect item. Include photos when relevant, and keep the product and packaging while we help arrange the appropriate resolution.
A little help with your order
For delivery questions, contact help@nelourababy.com. If you need to return an order, you can find the next steps in our returns policy.
Returns & refunds