Frequently Asked Questions

Wholesale Requests

SoYoung is sold across Canada and the United States with sales representatives for various regions. For wholesale inquiries please send an email request to


Retailers Outside of North America

SoYoung is currently distributed in Australia, Malaysia, Korea, Europe, Mexico, Chile, Dubai, China and The Philippines. For inquiries related to these countries, please email us at 


Returns and Exchanges for Online Customers

“I placed an order online. The product is not what I expected. What is the return process?”

If you are not satisfied with your purchase you can return it within 30 days from the purchase date in original, unused condition for a full refund (shipping charges excluded).

In order to begin the return and exchanges process, you must send an email to stating the reason for the return.

    Once this information is received, you will be sent a return authorization number and a return shipping address to either our US or Canadian warehouse. Return shipping is at the customer’s expense.

    Once the warehouse has confirmed receipt of the returned item and has verified that the item is in its original, unused condition, your method of payment will be issued a refund. You will receive a confirmation email notifying you of the refund. Please be advised it may take a few weeks for a refund to appear on your credit card statement.

    You may place an order for a new item at any time. 


    Exchange for Online Customers

    “I received a black Charlie bag as a gift at my baby shower. I love the bag but would really like the Slate bag instead. Can I do an exchange?”

    You can exchange an item as long as it is in original, unused condition. Please send an email to with the following information:

    • Customer Name: (the person who purchased the order)
    • Order Number:
    • Order Date:
    • Item being Exchanged:
    • Reason for Exchange:

    Once this information is received, you will be sent a return authorization number and a return shipping address to either our US or Canadian warehouse. Return shipping is at the customer’s expense.

    You will receive an email confirming your returned item has been received. Please provide the following information to process the exchange:

    • Customer Name
    • Shipping Address:
    • Phone Number:
    • Email Address:
    • Item Description:
    • Payment Information

    You can provide a PayPal email address or credit card information to process shipping costs and any possible price adjustments. Once the item ships, you will receive shipping and tracking information.


    Returns and Exchanges for Customers Who Purchased at a Retail Location

    SoYoung requires that you return to the original place of purchase for any issues related to returns or exchanges.You will be expected to provide some reasonable proof of purchase, such as a credit card or bank statement showing the dollar amount and date of transaction. Should the need arise, the retailer will then contact SoYoung to address this issue.


    Returns and Exchanges for Items Marked as 'Final Sale'

    SoYoung does not accept any returns, exchanges, refunds or price adjustments on items marked as 'Final Sale'. 


    Product Care

    After 2 years of testing, all SoYoung lunch boxes, cooler bags and backpacks are now offered exclusively in a raw uncoated linen finish. Our raw linen range is now completely machine washable (gentle cycle) and will air dry overnight when hung. Please see below for additional product care:

    Lunch Boxes, Cooler Bags and Backpacks

    We recommend wiping the interior of the lunch boxes, cooler bags and backpacks down with a damp cloth daily and leaving them open to dry.

    If a spill occurs in a lunchbox or cooler bag we recommend cleaning it as quickly as possible.

    These bags are also machine washable and dishwasher safe. However, we ask customers to please not be tempted to toss them in the dryer because they may shrink, melt or come back looking nothing like it did before.

    Diaper Bags and Changing mats

    The diaper bags can be wiped down with a damp cloth and spot cleaned with a gentle detergent if necessary. They can then be left open, in a dry place.

    The changing mats that come with the diaper bags are machine washable.

    Ice Packs 

    The outer sleeve of the ice packs is composed of polyester. It can be either hand or machine washed and air dried.


    Warranty & Life Expectancy of our Products

    “What is your product warranty?”

    We guarantee our products against manufacturing defects such as issues with any parts or material defects for one year after purchase with proof of purchase. We guarantee our lunch box and cooler bag liners against manufacturing defects for 6 months with proof of purchase. We do not guarantee our products for issues related to wear and tear including rips, spills, mold and stains. Please keep in mind that although our products are designed for children, they are not indestructible.


    Missing Parts/Replacements

    I love my Charlie bag but I misplaced the changing mat. I looked everywhere for it! How can I get a new one?”

    We can mail you a replacement changing mat for a cost of $10 plus shipping. Please send your request to along with the following information:

    • Colour of Charlie Bag:
    • Shipping Address:
    • Payment Information: (credit card or Pay Pal account)

    Shipping Policy

    Online customer orders over $80 will ship free of charge to addresses in North America. Exceptions apply.

    Orders under $80 will be charged a shipping fee to addresses within North America.

    For international orders, please contact us at for a shipping quote. International shipping charges will be applied to orders before orders are processed.