FAQs

    We’re listening – and here are answers to your most frequently asked questions.

      Corporate, Retail and Product Inquiries

      For general inquiries, including retail store experience, product quality and corporate information, please call our Consumer Affairs department at 888-336-1995 (toll free) from 8am to 7pm EST Monday – Thursday and from 8am to 5:30pm EST Friday, or email us..


      Online Ordering

      For questions regarding your experience online at cartersoshkosh.ca or to place a phone order, we can be reached at 844-557-2120 (except holidays) or email us.

    FAQ Answers

    Ordering Online

    How do I place an order?
    Back to the Top

    Shopping at cartersoshkosh.ca is easy and secure! Placing an online order requires just a few steps:

    1. Select an item you would like to purchase, and then click the Add to Cart button from either the Quick View or product detail page.
    2. You can then choose to continue shopping or go directly to Checkout.
    3. Once you are finished shopping, click on Shopping Cart at the top right corner of page and follow the prompts to check out.

    You will receive an email confirming your order that includes your order number.

    If you prefer to order by phone, please call us at 844-557-2120 (except holidays).

    Note: Carter’s | OshKosh B’gosh may, at its own sole discretion, limit or cancel quantities purchased per person, per household or per order. Carter’s | OshKosh B’gosh also reserves the right to refuse any order you place with us. These restrictions may include orders placed by or under the same customer account, the same credit card, and/or orders that use the same billing and/or shipping address. In the event that we make a change to an order, we will attempt to notify you by contacting the email and/or billing address/phone number provided at the time the order was made. Carter’s | OshKosh B’gosh reserves the right to limit or prohibit sales that, in our sole discretion, appear to be placed by dealers, resellers or distributors.

     
    How can I check my order status?
    Back to the Top

    If you have set up an account with cartersoshkosh.ca you can sign in to check your order status. If you do not have an account, you may call Customer Service at 844-557-2120 (except holidays) with your order number.

    Once your order ships, you will receive a shipping notification that includes tracking information.

    You can track your shipment through the shipping carrier using this information.

     
    How can I pay for my order?
    Back to the Top

    Carter’s | OshKosh B’gosh accepts Visa, MasterCard and American Express cards as forms of payment at Canada-based company-owned Carter’s | OshKosh B’gosh retail stores and online at cartersoshkosh.ca.

    At this time, we do not offer the use of gift cards as a form of payment for online purchases at cartersoshkosh.ca and we apologize for any inconvenience.

     
    Can gift cards be used online or at other retailers that sell Carter’s and OshKosh B’gosh products?
    Back to the Top

    Gift cards are not available for purchase online at cartersoshkosh.ca. At this time, we do not offer the use of gift cards as a form of payment for online purchases at cartersoshkosh.ca and we apologize for any inconvenience. Carter’s | OshKosh B’gosh gift cards and merchandise credits may be redeemed for merchandise at Canada-based company-owned Carter’s | OshKosh B’gosh retail stores only.

    You can check the balance of your store-only gift card or merchandise credit online. To check the balance of a Carter's | OshKosh B’gosh store-only gift card or merchandise credit by phone, please call our Consumer Affairs department at 888-336-1995 or send us an email.

    Gift cards may not be used at other retailers.

     
    How quickly will my order be processed?
    Back to the Top

    All orders received before 12:00pm EST Monday - Friday are processed within 2 business days of payment verification. Please note that on occasion, such as during the holiday period and large sales events, there may be a slight delay in processing time. Your business is important to us and we make every effort to process your order as quickly as we can.

     
    How can I create/update my Wish List?
    Back to the Top

    It’s easy to create a Wish List, but you must have a cartersoshkosh.ca account in order to create one.

    1. Select Add to Wish List on the product page (indicate size and colour, where necessary)
    2. Continue shopping or browsing.

    It’s that simple! Your Wish List will be saved to your account for quick future reference. And, you can make it easy for friends and family to know just what your children want and need for birthdays, holidays and other special occasions by sharing your Wish List.

     
    How do I know shopping is secure?
    Back to the Top

    cartersoshkosh.ca takes your security seriously.

    We implement many layers of safeguards to protect your security and privacy. Our site has security measures in place to protect against the loss, misuse and alteration of the information under our control. All transmissions that include personally identifiable information are protected using the industry standard SSL (secure sockets layer) protocol encryption technology, which protects against information loss and assures a secure and trusted experience. In addition, we utilize other physical and contractual practices and policies to safeguard your information. However, it is important to know that no online data transmission can be guaranteed to be 100% secure.

    For complete information on our security measures, please refer to our Privacy Policy and Secure Shopping Guarantee.

     
    What will my personal information be used for?
    Back to the Top

    When you register we collect your name, mailing address, phone number and email address. This information is used to respond to your requests, contact you if necessary and, if you wish, send you emails or mail about sales, promotions and other special events.

    Please view our Privacy Policy and Secure Shopping Guarantee. for complete information.

     
    I have a comment or an idea for the website. Whom should I contact?
    Back to the Top

    We do everything we can to ensure that your experience at cartersoshkosh.ca com makes your life just a little easier and we welcome your comments, feedback and ideas. Please contact Customer Service at 844-557-2120 (except holidays) or email us.

     
    I’m having trouble placing an order. I follow the prompts, but the site seems to be down. Whom should I contact?
    Back to the Top

    For any technical difficulties you are experiencing with our website, please contact our online Customer Service at 844-557-2120 (except holidays).

     
    I clicked on a link to a page, but get a Page Not Found message. What is wrong?
    Back to the Top

    Most likely, nothing is wrong. All website pages are subject to change, so the URL may be outdated or the link may be incorrect. Changes happen more frequently with product pages, as we sell out of styles, update sales and add new products. If you are searching for a specific product, please use our Search page, or to browse, please visit the cartersoshkosh.ca homepage.

     
    I could not complete the checkout process. What should I do?
    Back to the Top

    If you have correctly entered all your information and are unable to complete the checkout process, we may need further information for our security check. Please call us at 844-557-2120 (except holidays) to verify your information so that we can process your order.

     
    I want to order over the phone. What number should I call?
    Back to the Top

    If you prefer to order by phone, please call us at 844-557-2120 (except holidays) and our knowledgeable and friendly Customer Service representatives will help you.

    General Product Inquiries

    I am looking for a gift. What do you recommend?
    Back to the Top

    Gift cards are not available for purchase online at cartersoshkosh.ca, but are coming in the future. We work to make gift giving easy for all your special occasions, and are here to help. If you need assistance or recommendations, please call us at 844-557-2120 (except holidays) and our friendly and knowledgeable Customer Service representatives will be happy to assist you.

     
    Do you offer gift services?
    Back to the Top

    Yes, we offer gift boxing at a charge of $6 per box. Items that are gift boxed will be removed from the protective plastic, wrapped in tissue paper and delivered in a Carter’s | OshKosh B’gosh gift box with a gift message. The gift receipt sent to the recipient will not display the pricing information.

     
    How do I find the right size? Do products run small/large?
    Back to the Top

    Both Carter’s and OshKosh B’gosh clothing run true to size. To make sure you order the right size every time, please see our Easy Sizing Charts for specifications that include height and weight parameters for each size.

     
    Where can I get replacement hardware for OshKosh B’gosh overalls?
    Back to the Top

    We will replace various buttons, hooks and slides free of charge on our garments, if possible. Please call our Consumer Affairs department at 888-336-1995 from 8am to 7pm EST Monday – Thursday and from 8am to 5:30pm EST Friday for inquiries about replacement hardware.

     
    Is Carter’s sleepwear treated to prevent flammability?
    Back to the Top

    We design our children’s sleepwear with a combination of fabrics and fits that do not require treatment with harsh chemicals to prevent flammability.

    Carter’s polyester sleepwear is naturally flame resistant, while our 100% cotton sleepwear is tight fitting and therefore does not require additional fabric treatment. All Carter’s sleepwear products are clearly labeled as “sleepwear.” Only garments labeled as such should be considered sleepwear.

    All of our sleepwear products are created with children’s safety, health and comfort in mind, and meet Health Canada Flammability Requirements.

     
    Why do garment tags instruct me to “wash before wearing”?
    Back to the Top

    Apparel is packaged in protective plastic wrap and transported in boxes. If in store, the garments hang in a public place where they are handled and sometimes tried on. Simply as a safety precaution, it is wise to wash clothing so it is fresh for your child.

     

    Product Availability

    How do I find a product online that I saw in a store?
    Back to the Top

    Although we try to carry the same merchandise online as we do in our stores, there may be reasons for merchandise assortments to differ from our stores. You may use our Search feature to look for an item by keyword or item number.

     
    How often are new products added to the online stores?
    Back to the Top

    We add products to our online store frequently and offer new sales and promotions as well, so check back often for new styles and great deals.

     
    Where can I buy Carter’s and OshKosh B’gosh products?
    Back to the Top

    In addition to our eCommerce site, www.cartersoshkosh.ca, Carter’s | OshKosh B’gosh has more than 100 retail stores throughout Canada. Our products are also carried in thousands of department stores and specialty stores worldwide.

    To find a Carter’s | OshKosh store near you, please use our Store Locator.

     
    When will a store open in my area?
    Back to the Top

    As Carter's | OshKosh B’gosh continues to expand across Canada, new store locations are pending. We will update the Store Locator on our site with details of new locations.

    Skip Hop

    How do I clean my Skip Hop bags?
    Back to the Top

    For your convenience, care instructions can be found on the inner tag of each item. And here are some general guidelines for a few of our most popular items:

    • Canvas bags (Duo, Dash, Via Messenger): Spot clean/hand wash with a damp cloth; mild detergent may be used; lay flat to dry (air dry only).
    • All other bags: Spot clean/hand wash with a damp cloth; mild detergent may be used; lay flat to dry (air dry only).
    • Toys: Spot clean with a damp cloth; mild detergent may be used. Do not submerge any items with batteries in water.
    • Playspot: Spot clean with a damp cloth; mild detergent may be used. Do not submerge in water, do not wash in dishwasher, do not weatherproof. Not designed for outdoor use.
    • Feeding (bottles, utensils, plates and bowls): Dishwasher safe.
    How can I clean the Pronto Mini Changer?
    Back to the Top

    It's easy! For the removable changing pad: Clean with wet cloth only. Do not machine wash. For the canvas diaper pouch: Zip off the pouch and machine wash it, then hang to dry.

    Can I get a replacement strap or pad?
    Back to the Top

    Yes you can! For any replacement parts, please fill out the form here.

    Do Skip Hop bags hold a lot of stuff?
    Back to the Top

    They sure do! Our deceivingly streamlined bags come in shapes that were created to fit well on the back of a standard stroller, while also looking great as a shoulder bag. Even with this smaller profile, the bags still hold more than enough items for a day out with two children. All of our bags have a wide variety of compartments and zippered pockets specially designed to carry and organize all of the things a parent and baby needs.

    What kind of strollers do Skip Hop diaper bags work on?
    Back to the Top

    Many! Our bags are designed to easily attach to any full-size stroller model, whether it has two separate handlebars or one long horizontal handlebar (such as on jogging strollers and most double strollers). Double strollers that have a middle handlebar will also work with our bags. For double strollers with only two handlebars spaced far apart, our bags will not attach via the stroller straps, but their particular dimensions will allow bags to be hung by the shoulder strap to achieve the right length.

    Does the Duo Double Bag fit on a single or tandem double stroller?
    Back to the Top

    We do not recommend it. The Duo Double was designed and intended for use only with a double side by side stroller. It's not advisable to use it on a single stroller or tandem (front and back) double stroller.

    Will magnetic closures damage my credit cards and/or electronics?
    Back to the Top

    Many Skip Hop bags have magnetic closures that make accessing things easier (and quieter) than Velcro or snaps. Rest assured that the magnets are too weak to damage most items, such as credit cards, digital cameras or transportation cards with magnetic strips.

    However, be careful with smartphones and tablets, as many have hard drives that are susceptible to damage by strong magnets. Check the user manuals for a magnet warning, and always keep these items in a case to be safe. Similarly, be careful with magnetized hotel room key cards, which can be sensitive. Keep them in your wallet or in a case, not floating in your bag where they may come in contact with the bag magnets.

    Where can I find assembly instructions for my item?
    Back to the Top

    We've made it easy for you! Just go to the individual product page and look for the corresponding assembly instructions as a downloadable PDF. We have also included assembly instructions for all of our Skip Hop items here.

    Unauthorized Retailers and Counterfeits
    Back to the Top

    Skip Hop's iconic and innovative designs have become a target for counterfeit manufacturers. While not always easy to detect, these products are made with inferior and potentially dangerous materials. We take this issue very seriously and are working to remove fake Skip Hop products from the market.

    To be confident that you are always buying authentic Skip Hop products, we urge you to buy from an authorized retailer. Please use our store locator to find a retailer near you. You can buy online at cartersoshkosh.ca. Amazon is also an authorized Skip Hop retailer, but many "Third Party Marketplace" sellers are not (even when the sale is fulfilled by Amazon). "Third Party Marketplace" sellers have been known to sell counterfeit products and are not covered under our warranty.

    Shipping & Service

    My Shipment arrived later than expected. Whom should I contact?
    Back to the Top

    We sincerely apologize for any inconvenience this may have caused. We do everything we can to ensure your experience at cartersoshkosh.ca makes your life just a little easier, and your satisfaction is important to us. Please contact us at 844-557-2120 (except holidays) for inquiries on your shipment.

     
    My shipment is lost. What should I do?
    Back to the Top

    Please contact us at 844-557-2120 (except holidays) and we will initiate a thorough search of your shipment with the transit company.

     
    My shipment arrived damaged. Whom should I contact?
    Back to the Top

    If your order content was damaged in-transit please contact us at 844-557-2120(except holidays) to report a damaged shipment.

    We apologize for any inconvenience this may have caused. We want to ensure that your experience at cartersoshkosh.ca makes your life just a little easier, and will do everything we can to remedy the situation as soon as possible.

     
    My shipment was missing an item(s). Whom should I contact?
    Back to the Top

    It is possible your shipment was split based on product availability and that the missing items will be shipped when they become available. Your shipment confirmation will include a list of all products included in your shipment. To track your order, please use our Order History.

    Please contact us at 844-557-2120 (except holidays) to report an incomplete shipment and we will check the status of your missing items.

    We apologize for any inconvenience this may have caused. We do everything we can to ensure that your experience at cartersoshkosh.ca makes your life just a little easier and will do everything we can to remedy the situation as soon as possible.

     
    Do you ship internationally?
    Back to the Top

    cartersoshkosh.ca only ships to locations within Canada.

    Pricing

    Are prices and promotions the same online as they are in stores?
    Back to the Top

    We may offer merchandise on this Site at the same price at which it is offered in our retail stores, and our promotions may follow those that are in our retail stores. However, in some cases, the prices will be different because the Site and stores may choose to offer items at different prices or may run different promotional events at different times. For this reason, prices and promotions (e.g., promotion codes or free shipping) offered on this Site may not always apply in stores, and store prices and promotions (e.g., coupons or additional discounts) may not always apply on this Site, unless otherwise stated.

    The laws regulating pricing and promotions in Canada differ from those of the US. US promotions and/or coupons cannot be applied to purchases made in our retail stores in Canada or on www.cartersoshkosh.ca. Carter’s | OshKosh B’gosh works hard to offer you the best value for your money every day.

     
    I purchased a product and now the price is lower. Can I get a price adjustment?
    Back to the Top

    Yes, we will make a one-time price adjustment to the new online price for items purchased online within 14 days of purchase. To request a price adjustment for your online purchase, please call 844-557-2120 (except holidays).

    In-store purchases are eligible for a one-time price adjustment to the new current price if the customer visits a store within 14 days of the original purchase. It is not necessary to present the actual product; only the original purchase receipt is needed.

     
    A friend received an email with an online coupon. How can I get coupons?
    Back to the Top

    You can sign up to receive emails by creating a cartersoshkosh.ca account. Simply create an account to receive Carter’s | OshKosh B’gosh emails on our latest exclusive offers, in-store events, newest arrivals and more, available only to registered users.

    Product Returns

    I am generally unsatisfied with my unworn merchandise. What should I do?
    Back to the Top

    Your satisfaction is of the utmost importance to us, and we do everything we can to ensure that your experience at cartersoshkosh.ca makes your life a little easier. For your convenience, you may return or exchange unworn, unwashed merchandise you purchased online to any Carter’s | OshKosh B’gosh company-owned retail store in Canada or by mail within 90 days of purchase.

     
    How do I return or exchange a product?
    Back to the Top

    Like everything at cartersoshkosh.ca, our return policy has your best interests in mind.

    If you are not completely satisfied with your unworn, unwashed purchase, you may return it within 90 days with your original packing slip and we will gladly exchange the item or refund your full purchase price, less adjustments for shipping and handling if applicable.

    For your convenience, you may return unworn, unwashed merchandise you purchased online at cartersoshkosh.ca at any Carter’s | OshKosh B’gosh company-owned retail store in Canada, or by mail within 90 days.

    To return by mail, please follow instructions here.

    For fastest service, please contact us at 1-844-557-2120 to begin processing your return.

    For exchanges, it will be necessary for us to process your exchange as a refund followed by a reorder. Please contact us at 1-844-557-2120 to request your exchange and to place your reorder, and we will waive the regular shipping charge. We will bill your credit card for the new merchandise and process your refund credit as soon as we receive the returned item(s).

    For more information, please refer to our Return Policy.

     
    I have lost my packing slip. Can I still return my purchase?
    Back to the Top

    If returning by mail, please send the following information with your return: billing name, address, telephone, order number (if known), and reason for return. Mail your shipment to:

    Carter's OshKosh B’gosh
    Attn: Returns Processing
    225 Pinebush Road
    Cambridge, ON N1T 1B9

    For fastest service, please contact us at 1-844-557-2120 to begin processing your return.

    *Please note that we cannot process, by mail, the return or exchange of items purchased from our retail stores.

    To receive a refund for the original purchase price in-store within 90 days, simply bring the packing slip, the credit card used for this purchase and the unworn, unwashed merchandise you wish to return or exchange, and we will issue a credit in your original form of payment. Without the packing slip, a store-only merchandise exchange will be issued for the current in-store selling price of the returned item(s).

    For more information, please refer to our Return Policy.

     
    I want to exchange an item, but the size I need is no longer available. Do I still have to pay for return shipping?
    Back to the Top

    Yes, in this instance you will be responsible for return shipping and handling charges. If you prefer, you can return the unworn, unwashed item to your nearest company-owned Carter’s | OshKosh B’gosh retail store in Canada without deductions for shipping and handling.

     
    Can I return an item in store that I bought online?
    Back to the Top

    Yes, eligible unworn, unwashed items (those not marked “Return by Mail only”) purchased online at cartersoshkosh.ca may be returned or exchanged at any company-owned Carter’s | OshKosh B’gosh retail store in Canada within 90 days. When returning or exchanging online purchases at a company-owned Carter’s | OshKosh B’gosh retail store, store policies apply. Simply bring the packing slip, the credit card used for the purchase and the unworn, unwashed merchandise you wish to return or exchange, and we will issue a credit in your original form of payment. Without this packing slip, a store-only merchandise exchange will be issued for the current in-store selling price of the returned item(s).

    For more information, please refer to our Return Policy.

     
    How can I return a gift?
    Back to the Top

    You can return gifts to any company-owned Carter’s | OshKosh B’gosh retail store in Canada or by mail within 90 days.

    For gift returns in store, you will be refunded in the form of a store-only merchandise credit for the current in-store selling price of the returned unworn, unwashed item(s).

    For gift returns by mail, please note that unless we are notified prior to shipment, all gift returns sent by mail will be credited to the gift giver’s original form of payment, less any shipping and handling fees. If you prefer to receive the refund, please contact us at 1-844-557-2120 prior to mailing your return.

    For more information, please refer to our Return Policy.

     
    I am generally unsatisfied with my worn merchandise. What should I do?
    Back to the Top

    Your satisfaction is of utmost importance to us, and we do everything we can to ensure that your experience at cartersoshkosh.ca makes your life just a little easier. We welcome your feedback and invite you to contact Consumer Affairs at 1-888-336-1995 from 8am to 7pm EST Monday-Friday EST to share your thoughts with us.

     
    What do I do if I have a defective product?
    Back to the Top

    Carter's, OshKosh B'gosh and SkipHop are committed to providing you with quality products. Any Carter's or OshKosh B'gosh product with a quality defect can be returned to a Carter’s OshKosh store for a full refund or exchange (please bring the packing slip or printed receipt). You may also contact Consumer Affairs at 1-888-336-1995 Monday-Friday 8am-7pm EST to make arrangements to return the item(s) to us by mail.

    For any SkipHop product with a quality defect, please fill out and submit this form or contact us at 1-888-782-9548. You can also email us at customerservice@skiphop.com..

    My Account

    I’d like to start receiving Carter’s | OshKosh B’gosh emails. How do I sign up?
    Back to the Top

    You can sign up to receive emails by creating a cartersoshkosh.ca account. Simply create an account to receive Carter’s | OshKosh B’gosh emails on our latest exclusive offers, in-store events, newest arrivals and more available only to registered users.

     
    How do I unsubscribe from promotional emails?
    Back to the Top

    You can change your email preferences by selecting the Subscription Centre link at the bottom of any email you receive from Carter’s | OshKosh B’gosh. Please note that if you are subscribed to receive Carter’s and/or OshKosh B’gosh emails from Carter’s, Inc., you will continue to receive those emails until you separately unsubscribe from receiving them.

     
    I forgot my username/password. How do I retrieve it?
    Back to the Top

    You can have your username and temporary password sent to the email address on file by selecting the Forgot Password link on our login page

     
    How do you use my personal information?
    Back to the Top

    We use cookies and other technologies to collect non-personally identifiable information for a variety of purposes, such as to improve the design and content of our website and to enable us to provide a more personalized experience when you browse our site and keep you up to date on products, promotions, and other email communications that may be of interest. If you disable cookies you may not have access to some features on our website.

    You may opt out of our promotional communications by following the instructions outlined in any communications you receive from us. Please note that we will always confirm your order and shipment status via email when you make online purchases with us. Due to lead time of direct mail, you may receive 1-2 additional mailings after your request is processed. We apologize for the inconvenience.

    For complete information regarding the usage of your personal information, please refer to our Privacy Policy.

    General Inquiries

    Where is Carter’s located?
    Back to the Top

    Our Canadian corporate office is located in Mississauga, ON.

    Our corporate headquarters is located in Atlanta, Georgia. We also have corporate offices in New York City, NY and OshKosh, WI.

     
    How does Carter's select children to photograph?
    Back to the Top

    All of the children appearing in our communications are referred to us by modeling agencies. If you are interested in having your child model, we recommend that you contact a reputable local or national agency.

     
    How can I find out more about International business opportunities?
    Back to the Top

    Please send us an email.

     
    How can I find out about franchising opportunities?
    Back to the Top

    Carter’s, Inc., owns and operates all of our locations and as such, no franchising opportunities are available.

     
    I have a question about a Carter's product purchased outside the of Canada. Whom should I contact?
    Back to the Top

    Please send us an email.

     
    How do I learn about career opportunities or apply for a job with Carter’s | OshKosh B'Gosh?
    Back to the Top

    We welcome inquiries from talented individuals who will work to build on the trust that generations of families have placed in Carter’s | OshKosh B’gosh. To join our team, please view our current openings for opportunities in our corporate locations and retail stores.

     
    Do you support local charities in Canada?
    Back to the Top

    Carter’s | OshKosh B’gosh is committed to ensuring that all children feel safe, happy, and nurtured. Giving back to the community is integral to the corporate culture.

    We are committed to the communities that we serve and are currently involved with The Children’s Wish Foundation of Canada. Since 2005, Carter's | OshKosh B’gosh has proudly supported Children’s Wish in their mission of granting heartfelt wishes to children, between the ages of 3 to 17, who have been diagnosed with a life-threatening illness. Through our annual donation box program held in November and December, Carter's | OshKosh B’gosh has raised over $111,700.00 towards granting these very special wishes!