you have questions, we have answers.
Frequently Asked Questions
Shipping & Returns
Do you ship Internationally?
We hope to have Pehr in every child’s room in the world, so if you’d like us to ship to your country and you don't see it on our available destinations, send us an email with what country you’d like us to have on our radar!
Shipping to the Continental US? Shop here.
Shipping to Canada? Shop here.
Do I pay for Duties & Taxes?
Can I ship my item without paying for Duties & Taxes?
We ask that duties and taxes be paid at the time of ordering to ensure a seamless shipping experience.
How much does shipping cost?
Our International shipping rates are based on your final destination and weight of your package. All shipping rates include duties & taxes as well as shipping insurance will be calculated at checkout.
How does my package get shipped?
We ship all our international orders with Passport, our trusted third-party international shipping partner. Passport has a number of shipping partners around the world that handle your local delivery and ensure your package arrives safely and quickly.
When will I receive my order?
As soon as your order is placed, it heads off to our warehouse right away to get packed up! It will usually ship from our warehouse within 2 business days. Once it leaves our warehouse, international orders are typically delivered within 8 -14 business days. Once your order has been fulfilled, the estimated delivery date will be shown on your tracking page.
| Destination | Estimated Shipping Time |
| United Kingdom | 5 - 7 business days |
| Europe | 7 - 10 business days |
| Japan | 4 - 6 business days |
| Australia | 12 - 14 business days |
| New Zealand | 7 - 8 business days |
| Rest of World | 10 - 12 business days |
Our warehouse team takes a much-deserved vacation on weekends and national holidays, so orders placed on those days will be shipped the following business day.
How can I track my package?
Once your order has been fulfilled, you will receive an email from us with your tracking information. You can track the progress of your order directly on your Pehr tracking page.
My package seems to have stopped moving.
If your package stops moving at any point, do not fret! It is still on its way to you and is likely just clearing customs. Occasionally, there may be delays due to customs or weather events. If this happens, your tracking page will be updated with the latest shipping status. At any time, if you have a shipping related question you can reach out via your tracking page (‘Need Help’ button) or via email at help@passportshipping.com.
What’s your return policy?
We will happily accept returns, within 60 days from the purchase date on all items, excluding Sale Items. All returns should be in original product packaging and unused condition for a full refund (excluding your original Shipping & Handling Fees).
Return shipping and any corresponding duties and taxes for all orders outside of the USA and Canada are the responsibility of the customer.
Please note that all Sale Items are FINAL SALE and are not eligible for exchange or return.
How do I return an item?
In order to begin the return process for an international order, please email customercare@pehrdesigns.com with your order number and request for return.
Once the warehouse has received your return, you’ll receive a confirmation email and your refund will be issued (less shipping and handling). Please allow 3-5 business days processing by your financial institution.
Any items received outside of the above noted parameters may not be eligible for a full refund and may be charged a re-stocking fee.
Can I exchange an item?
Unfortunately, we are not able to offer exchanges online. If you need a new size or color, you may return your items and place a new order online.
If you received an item as a gift and would like to return, you can do so within 30 days of the shipping date, and will receive a merchandise credit on a gift card.
My order is a gift, can I include a gift note?
Absolutely! You can do so on the Cart Summary page (before you Checkout). Simply click the “This is a gift” and type away. And don’t worry, there will be no prices listed on the packing slip of your order.
Can I cancel or change an order after I’ve placed it?
Our team makes it a priority to ship your order out ASAP, which means that we aren’t able to make any changes to an order once it’s been placed.
There is something wrong with my order, what should I do?
Oh no! If you have received an incorrectly shipped or damaged product we ask that you kindly contact us so that we can fix the problem right away.
An item is on back order – when can I expect it to ship?
We provide an approximate shipping date for each Backorder item on the product page of our website. We do our very best to ensure that your item is shipped on or before this date, but sometimes things can take a little longer than expected. If the date changes, our Customer Care team will be in touch with you to let you know.
How do I reach customer service?
We’d love to chat! Please email us or you can chat with us here.
If you are unable to reach us, one of our Customer Care Associates will be in touch with you within 24 - 48 hours. They are available Monday to Friday, 9am to 5pm EST.
Products
How do I care for my Pehr products?
All merchandise has care labels and/or washing instructions attached. Please refer to these instructions, or for complete guide for caring for your Pehr products, please click here to download our standard care instructions.
How do I get my storage bins and hampers to stand up straighter?
You may find that sometimes our storage gets creases from shipping flat or that the Pom Poms need some fluffing! To get your storage perfectly perfect, watch our How-To video.
Can I wash my storage?
No, please do not wash your storage. All of our storage products are made from 100% heavyweight cotton canvas, which is naturally durable and stain resistant. Because the natural fibers will absorb moisture, nothing wet or damp should be left in them and they should not be washed. If needed, we recommend that you spot treat any stains with a dry or slightly damp cloth. Click here for more information on how to care for your storage.
How do I hang my mobile?
The best way to hang your mobile is from the ceiling with a small u-hook and clear fishing line. Make sure to use a string that will not easily break and adjust t your desired height. Just make sure to always keep well away from baby’s reach! Click here for more information on how to hang your mobile.
How do I care for my rug?
The rug you have purchased was hand-tufted or loomed in India and is made from 100% wool. As you have carefully made an investment in this piece, click here for a few tips on how best to care for your new rug in the first few days.
Impact
Can you donate to my cause/fundraiser/organization?
Let’s talk about it! We’re always excited to hear about the important work being done by our community and the organizations you all support. You can send your ideas to partnerships@pehrdesigns.com.
How are Pehr products made?
Our products are designed in Canada and ethically manufactured in India with a focus on sustainably produced natural materials and artisan craftsmanship. We use all-natural dyes and treatments; this includes our softeners which gives our products that extra softness. You may also see variations in prints and fabrics due to the natural process we use. We don’t see these as flaws, but rather proof that each item has been made by hand for your little one.
What causes does Pehr support?
Since their founding, the Good + Foundation’s primary goal has been to provide low-income parents with essential tools – cribs, car seats, strollers, diapers – to maintain the health and safety of their children. Seventeen years later and nearly $42 million worth of items donated, their work has expanded to support the whole family - mothers, fathers, babies and older siblings. We at Pehr are humbled to be able to join others in helping improve outcomes for families and offer long-term support to parents and children in need. For more about the Good+ Foundation, read on here.
How does Pehr think about Social impact?
As women and mothers running a business, we are most proud to be able to provide an enriching and supportive working environment for our female employees as well as choosing manufacturing partners that share our same values.
Partners like Care & Fair, who are dedicated to furthering the education of children and women in their communities. Because to us, education gives us knowledge on the world around us and changes it into something better.
How sustainable are Pehr products?
As of August 2019, Pehr no longer uses vinyl in our product packaging. With a focus on reducing our carbon footprint, we are transitioning away from unnecessary packaging.
As some of our items still require packaging, like crib sheets and change pad covers, we are introducing draw string fabric bags, made from our excess fabrics, that we hope can be easily repurposed in your daily life.
Partnerships & Press
Can I partner with you as an Influencer?
We love sharing our product with like-minded Influencers. Please email us at Partnerships@pehrdesigns.com
Can we partner with you as a Brand?
We love finding like minded brands and sharing them with our customers. Please email Hannah at Partnerships@pehrdesigns.com
Where can I direct my PR inquiry?
Thank you for thinking of Pehr! Please email Hannah at Partnerships@pehrdesigns.com
Other
Can I place a Wholesale order?
If you'd like to carry Pehr, please download our application form here. When ready, please email completed application to orders@pehrdesigns.com. Once submitted, a member of our team will get in touch soon to help finalize the details.
Can I use more than one promo code?
Sometimes, there really can be too much of a good thing! And due to technical restrictions, we’re unable to combine promo codes on orders.
Do you have a Pehr retail store?
We do! Our retail store is open Monday – Friday 10am – 6pm at our headquarters in Toronto, Ontario. Come stop by and say hi!