Frequently Asked Questions
PRODUCT CARE
Linen Products
Our linen products are machine washable on a cold, gentle cycle only.
Please note that any removable liners and shoulder straps should be removed prior to washing.
All of our products are designed to be air dried. Do not put your SoYoung products in the dryer as they may shrink, melt or otherwise be ruined.
Hand wipe any excess moisture after the wash cycle and leave your products to hang dry with any lids or pockets propped open.
If a spill occurs in your lunch box or cooler bag, it’s suggested that you clean the spill as quickly as possible. For everyday care, wipe the interior of your lunch box, cooler bag or backpack with a damp cloth and leave it open to dry.
Note, SoYoung is not responsible for products that are ruined, torn or damaged as a result of improper washing. Please make sure you read the above care directions thoroughly before cleaning.
Waxed Canvas Products
To care for your waxed canvas product, please spot clean and dry thoroughly before continued use. Do not put your waxed canvas product in the washer or dryer.
Washable Paper Products
Our washable paper products are not machine washable but can be spot cleaned or gently hand-washed in warm soapy water.
After cleaning, please make sure to wipe off any excess moisture and let your products air dry with any pockets or lids propped open. Do not put your SoYoung Products in the dryer.
Note, SoYoung is not responsible for products that are ruined, torn or damaged as a result of improper washing. Please make sure you read the above care directions thoroughly before cleaning.
Meal Containers
Our meal containers are dishwasher safe. The containers can also be hand-washed with mild soap and water. Dry thoroughly before continued use.
Backpacks
Our backpacks are machine washable on a cold, gentle cycle only and are designed to be air dried. Do not put your SoYoung products in the dryer as they may shrink, melt or otherwise be ruined.
Our backpacks are designed with a protective coating at the bottom of the bag to ensure durability by keeping your bag dry in damp conditions. However, this protective coating may crinkle after washing. This does not impact the performance of the bag in any way and is not considered a defect.
Ice Packs
The outer sleeve of the ice packs is composed of polyester. Separate inner ice pack and exterior cover to clean. Wash each item by hand only. Do not heat.
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 orders@soyoung.ca
RETURNS FOR ONLINE CUSTOMERS
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 or exchange process, you must send an email to inquiries@soyoung.ca with your receipt or order number, and 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.
When the warehouse has confirmed receipt of the returned item(s) and has verified it’s in 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.
RETURNS FOR CUSTOMERS WHO PURCHASED AT A RETAIL LOCATION
For purchases of a SoYoung product at a retail store, you will be required to return to the original place of purchase for any issues related to returns or exchanges. In this case, returns are subject to the retailers returns policy, please reach out to them directly for assistance. You will be expected to provide some reasonable proof of purchase, such as the original receipt or a credit card/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 FOR ITEMS MARKED AS 'FINAL SALE'
SoYoung does not accept any returns or exchanges and cannot make any refunds or price adjustments on items marked as 'Final Sale'.
WARRANTY & LIFE EXPECTANCY OF OUR PRODUCTS
We guarantee our products against manufacturing defects, such as issues with any parts or material defects, for one year with proof of purchase. We guarantee our straps and 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 many of our products are designed for children, they are not indestructible.
MISSING PARTS/REPLACEMENTS
In some cases we are able to send certain replacements, such as select changing mats, liners and straps, for a cost plus shipping. Please send your request to inquiries@soyoung.ca along with the relevant information, such as which exact product you are missing or which replacement piece is required, as well as your complete mailing address.
SHIPPING POLICY
Online customer orders of $75 or more before taxes and discounts will ship free of charge to addresses in Canada. Some exceptions apply.
Orders under $75 will be charged a flat rate shipping fee of $15.