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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.
Log in to our returns portal using the email address you used when placing your order, and follow the steps to initiate your return. Once your return is authorized, we will confirm the exact timeframe and procedure for sending your item back.
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
The Eugeria team carefully selects each product. However, everyone's needs are different. If you'd like to return or exchange your items, we're here to help!
You have 30 days to return most products*
*Exceptions apply, please see below.
You can choose to (1) exchange the item or receive a (2) refund to be applied to your original payment method. Please note, ****when returning your products for an exchange or a refund, both the product and the original packaging must be in perfect condition.
If you opt for an exchange, no restocking fee will be applied. Please note that we will only ship the replacement product once we receive your return. A 5 % restocking fee will be deducted if you choose to be refunded. Please note, you must cover the shipping cost of your return.
Final Sale Items
The following items are not eligible for exchange or refund: Books and Activity books, Tableware, Protective scarves, Blue Hug Shower Garment, Manimo brand products, HUG Comforting Companion, Newborn dolls, Twiddle, Accessible Art brand products, Pill dispensers, Fireavert brand products, Door alarms, Movement detectors, and gift cards.
Select items may be returned only if unopened and unused
The following items can only be returned if the product is factory sealed in its original packaging: Fiora sensory products and Joy For all Pet Companions.
To initiate a return or an exchange:
- Make sure your items meet all our return conditions:
- In perfect resale condition
- Packaged in its original packaging
- All accessories and instructions that came with the item
- Log in to our returns portal with the email address you used when you made your purchase.
- Your return needs to be sent within a given time frame. Most products must be sent back to us within 30 days. Once we authorize your return, we will confirm the exact timeframe and full procedure for sending your item back to us.
Please note that if your items do not comply with our return conditions, we cannot approve your return for an exchange or a refund. You may choose to have your item returned to you at your own expense, or it will be donated to a non-profit organization.
Defective Products & Warranties
Defective products will be replaced, not refunded.*
If the warranty information is not stated in the item description, please contact us to clarify the warranty coverage and how to proceed.
Most products sold by Eugeria include a standard one-year warranty starting from the delivery date. This warranty covers manufacturing defects and functional issues that are not the result of improper use or physical damage.
If your product develops a defect not caused by misuse, we may offer an exchange upon receiving proof such as a photo, video, or the returned product. Please note that the warranty for any exchanged item remains valid only until the original warranty expiration date, based on the receipt date of the initial purchase.
Items received damaged
You have 7 days from the delivery date of your order to report any damage, defects (including those that occurred during delivery) or any missing parts/accessories. Please contact us within 7 days of delivery for us to rectify the situation.
Claims for items damaged or made defective during delivery cannot be processed for orders delivered more than 7 days ago.
Please note that no exceptions to this return policy will be made due to hygiene and safety reasons.
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.
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