Products & General
What do all these acronyms mean?!
I had this exact question MULTIPLE times when I first started out with cloth... Here is a handy reference for all the things you might run into on our website or in the cloth diapering world!
**If I miss any, please let me know! We are always adding to this list as new terms come out.
AWJ - Athletic Wicking Jersey
CD - Cloth Diaper
OS - One Size
OTB - On the bum/butt/booty
PUL - Polyurethane Laminate
Why is this snap on backwards?
It's not a manufacturing error, we promise! That handy little snap is for snapping in your inserts to hold them in place while you finish stuffing the diaper. As an added bonus, they help keep the insert in place as your little one gets moving around.
How do I wash my products?
As exciting as it is to get new diapers, we recommend pre-washing all products before using them for the first time. Wash routines can vary slightly based on your washer, water hardness, or other factors, but the general wash routine is as follows:
Pre-wash: normal cycle, heavy soil, warm/hot* water, use detergent
Main Wash: heavy duty cycle, heavy soil, warm/hot* water, double rinse, use detergent
For more information, check out our Facebook group or there are many great information groups available on Facebook for extra tips.
*Before washing, check the temperature of your hot water from the tap. Water over 60°C (140°F) can damage the elastics and PUL. If you replace your hot water tank, make sure to test the temperature of the water on the new tank and adjust your wash routine accordingly.
How do I leave a review?
We hope you enjoy your products and that you have a wonderful experience working with us. If you would like to share your experience, there are a few different ways you can do this!
Email: You will receive an email after your purchase is sent out. If you live in Canada this email will arrive within 2 weeks and if you are in the US within 3 weeks.
Review Page: You can click here to leave a review for the store or for the products you received.
If you have any questions or issues with products, please reach out through social media or by email at firstname.lastname@example.org. We would love to hear from you! :)
I am having trouble with leaks, fit, wash routine, etc... Where can I get advice/tips?
They say it takes a village and I support this! Please join us on our VIP group on Facebook where our community would love to help you out! We also will post tips on our Facebook page and Instagram @cedarvalleycloth.
Why are my products not perfectly identical?
Our products are designed in Canada while being hand made and manufactured in China. Because of this, some minor imperfections and differences between products is to be expected. Each item is individually inspected prior to being sent out to customers to ensure you are receiving the best quality items however some minor imperfections can be missed or overlooked. If you feel that item(s) in your order are not meeting your expectations from Cedar Valley Cloth, please refer to our Refund Policy or the Orders section of the FAQ page then Contact Us.
Shipping & Order Insurance
How much does shipping cost?
Shipping is determined by Canada Post based on the weight of the items in your order. Items that weigh more typically cost more to ship. Orders over $125CAN qualify for free shipping anywhere in Canada or the US!
We do offer a flat rate of $4.50 CAN to ship a single diaper anywhere in Canada. Please keep in mind this rate only applies to a single diaper.
How long does it take for my order to arrive to me?
Depending on where you live and the type of shipping you choose, your parcel can arrive anywhere from 2-14 days for shipping within Canada or 7-21+ days for international orders. There are always some factors may affect shipping speeds that are beyond our control such as weather, seasonal busy times (i.e. Christmas), road closures, or customs processing times.
*Please note: Shipping time is different from processing time. Please refer to our Shipping Policy for more info
Where do you ship to?
We currently ship to Canada and the United States but hope to expand to other countries in the future! :)
Oops! I made an order but I wrote down the wrong shipping address! What are my options?
Mistakes happen! If your order hasn't shipped yet, please contact us as soon as possible so we can correct the address before your order is shipped. To contact us you can use our contact form at the top of the page, use the chat bubble in the lower left corner, message us through any of our social media accounts, or send us an email at email@example.com
If you order has already been shipped then you may be able to contact the courier to see if the package can be rerouted to the correct address. If this is not possible depending on the status of shipping, then we must wait for the package to be returned to Cedar Valley Cloth Co. by the courier.
Orders sent back to us by the courier due to an incorrect address can be resent to you once the cost of shipping is invoiced and paid. If you prefer a refund instead of having your order reshipped to the correct address, the original cost of shipping and a 25% restocking fee will be subtracted from the refund total. For more information, please refer to our shipping and refund policies.
What is Route and why is it in my cart?
Route provides optional shipping insurance that can be added to your order. It insures your order in the event of loss, theft, or damage in transit.
We recommend Route be added to orders, especially those over $100CAD as tracked orders only include $100 of insurance from Canada Post so anything above that will not be covered.
Route can be removed from orders during checkout however by removing Route insurance, the buyer acknowledges that they are accepting the risk of their order not being fully covered in the event of loss, theft, or damage.
*Note: Route does not cover untracked orders (i.e. lettermail shipped within Canada).
How are orders insured?
Canada Post: Orders placed with tracking (excludes letter mail) automatically receive $100 of insurance. Orders over $100 will only be eligible for $100 of coverage. Because of this, we recommend purchasing Route protection on orders over $100CAD.
Note: If your order is insured with Canada Post and is lost or damaged in transit, please contact us with your name, order number, and any relevant photos so we can investigate. Filing a claim with Canada Post can take 4-6 weeks after the order is shipped. Please see our shipping policy for additional details.
Route insures tracked orders in the event of loss, damage, or theft while in transit. Route costs are based on the order total and covers the order in it's entirety. Route is recommended on orders, especially those over $100CAD but it does *not* insure letter mail orders as they do not include tracking.
Claims with Route can be made by the customer or Cedar Valley Cloth Co. Click here to read more on Route's insurance policies and click here to file a claim. If you would like Cedar Valley to file a claim on your behalf, please contact us with your name, order number, and any relevant photos.
Exception - Letter mail: Letter mail is untracked which means it cannot be insured by either Canada Post or Route. Cedar Valley Cloth Co is not responsible for letter mail orders in the unlikely event of them being lost in transit.
Please see our shipping policy for further details.
Where is my stuff?
Please contact us on social media or through email with your name and order number so we can look into the status and location of your order.
If you are located in the US, you can copy your shipping number from Canada Post and track it through USPS. This will provide more accurate location updates once your package has been processed through customs.
How do I return products?
Return requests must be sent in within 15 days of receiving your product. Lettermail orders have a 21 day return policy which means you have 21 days after your order ships to request a return. Products must be unused and unprepped with their original tags attached.
Please contact us at firstname.lastname@example.org to start the return process. To expedite the process, please include the order number and photos of the products intended to be returned.
If your return is accepted, please send the items along with a note containing your order number to the following address:
Cedar Valley Cloth Co.
PO. Box 22081
RPO Downtown, B.C.
Return shipping costs are the responsibility of the returner/customer. Once we receive the unused items with their tags, we will assess them and issue a refund as soon as possible. Returns will be subjected to a 25% restocking fee.
For more information, please refer to our refund policy
Can I cancel my order?
Please contact us on social media or through email at email@example.com with your name and order number and we will do our best to help you out.
Please note, we do not accept returns/cancellations on gift cards.
Do you offer refunds on faulty items?
Yes! We understand how frustrating it can be to receive a faulty product. We do our best to inspect all items when we receive them but sometimes things slip by us!
Items have a 30 day warranty from the day they arrive. Please thoroughly inspect your items upon arrival and contact us ASAP with any concerns. For more information, please check out our refund policy.
Why isn't my 15% off coupon working?
The 15% off coupon does not combine with other active sales and discounts. Checkout is set up to give the best possible savings available to ensure customers save the most money based on what is in their cart.
For example, pretend there is a 30% off sale on diapers but no other products are on sale.
Customer A adds 10 diapers to their cart so their subtotal would be $145.20 but after the sale discount is added their total (before tax) would be $101.64 making their total savings $43.56. When they try adding the 15% off coupon it fails to work because the 15% off coupon would only save them $21.78 so the computer would apply the 30% off discount in favour of the greater savings.
Customer B is shopping the same sale and adds 10 diapers ($145.20) and 10 pods ($162.10) making their subtotal $307.30. The 30% off diapers would save them $43.56 however if they tried the 15% off welcome coupon their savings would be $21.78 for the diapers and $24.32 for the pods for a total savings of $46.10. In this example, the 15% off coupon would result in more money saved and it would override the 30% off sale on diapers.
It's a lot, I know! If you have any questions please feel free to contact us! We'd be happy to help!