Find the right support
Products FAQ
Our products are available on our website and at our boutique in Montreal. If you are shopping from elsewhere in Canada or the United States, you can order directly online, and we will ship to your door.
Our team is here to help. You can reach us by phone, email, or chat and we will guide you toward the right product based on your needs. You can also browse our product pages for detailed descriptions and use cases.
Payment FAQ
You will be charged in the currency of your market. Customers shopping on our US site are charged in USD, and customers on our Canadian site are charged in CAD.
We accept various payment methods, including credit/debit cards (Visa, Mastercard, American Express).
Shipping & Returns FAQs
You have 30 days to return most products, provided they are in perfect resell condition in their original packaging with all accessories included. A 5% restocking fee applies to refunds. Exchanges are free of restocking fees. Note that some product categories are final sale. Visit our Returns page to access our full Return Policy.
To initiate a return you have to log in to our returns portal. Visit our Returns page to initiate a return.
Yes. Exchanges are processed at no restocking fee. Please note that the replacement product will only be shipped once we receive your return, and both the product and its original packaging must be in perfect condition.
No. Fabric and plush care items (including HUG, Manimo, sensory cushions), books, activity books, aprons, pashminas, and fire detectors are final sale. Some other products, such as robotic pets, pill dispensers, and dishware, can only be returned if unopened in their original factory-sealed packaging.
Shipping Policy
For orders over $75* USD, economy shipping to the continental United States is FREE*.
* After discounts and before taxes.
* Eugeria does not currently ship to American Samoa, Guam, the Northern Mariana Islands, Puerto Rico, and the U.S. Virgin Islands.
Once your order transaction is complete, you'll receive a tracking number in a confirmation email, allowing you to track your package. Orders are generally processed and shipped within 1-2 working days.
Processing Time
All orders are processed and shipped Monday - Friday, excluding federal holidays. Most of our orders are shipped within 1-2 business days after the order has been placed. When your order is ready to be shipped, you will receive a shipment confirmation email.
Delivery cost and transit time
We offer economy and standard shipping at checkout
Economy:
- 5 to 8 business days
- Shipping cost on orders under $75 USD: $9.95 USD
- Shipping cost on orders over $75 USD: Free
Standard:
- 2 to 5 business days
- Shipping cost on orders under $75 USD: $15.95 USD
- Shipping cost on orders over $75 USD: $15.95
*Please note that orders shipped to Alaska and Hawaii are not eligible for our standard shipping policy. Shipping rates will be calculated at checkout.
For orders over $200 CAD*, standard shipping is FREE*.
*After discounts and before taxes.
- Orders under $200 (before taxes): $14.50 flat-rate shipping
- Orders of $200 or more (before taxes): Free shipping
- Orders under $200 (before taxes) within Quebec: $12.50 flat-rate shipping
For customers in the Greater Montreal Area, we encourage you to take advantage of our free in-store pick-up option.
We ship our products all across Canada. For shipping to remote locations, please allow up to 14 business days. During very busy periods, our shipping team might experience longer delays than usual.
Return policy
Can't find what you need?
If you do not find the answer to your question in our FAQ, you can send us a message by filling out the form below.
Visit our Montreal Boutique
