Contact information
Last Updated: July 11, 2026
Welcome to NappyNest.
At NappyNest, we understand that shopping for baby essentials is more than simply placing an order—it's about finding products you can trust during one of life's most meaningful journeys. Every question, every order, and every message matters to us because behind each one is a family preparing for precious everyday moments.
Our commitment extends beyond offering thoughtfully selected diaper bags and parenting accessories. We believe exceptional customer service is an essential part of every shopping experience. Whether you need product recommendations, shipping assistance, return guidance, or simply have a question before placing an order, our dedicated support team is here to help.
We strive to provide friendly, professional, and timely assistance to every customer. Our goal is to make your experience with NappyNest as smooth, transparent, and enjoyable as possible from your very first visit to our website through every purchase you make.
Our Contact Details
Store Name
NappyNest
Customer Support Email
Telephone
(416) 226-3708
Business Address
3375 Rue de Rouen
Montréal, QC H1W 1L4
Canada
Customer Service Hours
Our customer support team is available during the following hours:
Monday – Friday
9:00 AM – 6:00 PM (Eastern Time)
Saturday
10:00 AM – 4:00 PM (Eastern Time)
Sunday
Closed
Public Holidays
Hours may vary depending on holiday schedules.
Messages received outside business hours will be answered as soon as possible on the next business day.
Email Support
Email remains the fastest and most efficient way to contact our customer service team.
You can reach us anytime at:
Our representatives carefully review every inquiry to ensure accurate and personalized assistance.
Email support is available for:
General questions
Product information
Order assistance
Shipping inquiries
Returns and refunds
Exchange requests
Order modifications
Tracking information
Payment questions
Warranty concerns
Product recommendations
Website assistance
Business partnerships
Wholesale inquiries
Media requests
Accessibility support
If your message concerns an existing order, please include your order number whenever possible. Doing so helps us locate your information quickly and provide a faster resolution.
Telephone Support
For customers who prefer speaking directly with our team, you may contact us by phone during business hours.
Phone Number
(416) 226-3708
If all representatives are assisting other customers, please leave a voicemail including:
Your name
Your phone number
Your order number (if available)
A brief description of your request
We will return your call as soon as possible during normal business hours.
Mailing Address
Our business mailing address is:
NappyNest
3375 Rue de Rouen
Montréal, QC H1W 1L4
Canada
Please note that this address is provided for business correspondence only.
Do not send returns, exchanges, or warranty items to this address unless specifically instructed by our customer support team.
Return addresses may vary depending on the product, warehouse location, supplier, and shipping destination.
Before Contacting Us
Many common questions can be answered more quickly if the following information is included in your first message.
For existing orders, please provide:
Full name
Order number
Email address used during checkout
Product name
Description of your question
Photos if reporting damage or defects
Tracking number if available
Providing complete information allows us to resolve your request much more efficiently.
Order Assistance
If you have already placed an order, we are happy to assist with:
Order confirmation
Order status
Shipping progress
Tracking updates
Address corrections
Delivery questions
Damaged shipments
Missing items
Incorrect products
Replacement requests
Refund status
Cancellation requests
Please contact us as soon as possible if you notice any issue with your order. Early communication allows us to provide the best possible solution.
Product Recommendations
Choosing the right diaper bag can sometimes feel overwhelming, especially for first-time parents.
Our support team can help you compare products based on:
Daily use
Travel needs
Storage capacity
Number of compartments
Bottle storage
Laptop compatibility
Stroller attachment
Backpack or tote preference
Family size
Material preferences
Weight
Style
Our goal is to help every customer find the product that best fits their lifestyle.
Shipping Assistance
If you have questions regarding shipping, our team can assist with:
Shipping estimates
Tracking updates
Delivery delays
International shipping
Carrier information
Address verification
Package location
Shipping confirmation
Lost package investigations
Customs documentation
Although we work closely with our shipping partners, delivery schedules may occasionally change due to circumstances outside our direct control.
Returns and Refunds
If you wish to return a product, request a replacement, or inquire about a refund, our customer service representatives will guide you through each step of the process.
We are committed to making eligible returns as straightforward and transparent as possible.
When contacting us regarding a return, please include:
Order number
Product name
Reason for return
Photos if applicable
Preferred resolution
This information helps reduce processing time and allows us to provide accurate instructions.
Damaged or Incorrect Orders
If your order arrives damaged, defective, or incorrect, please notify us promptly.
We may request:
Photos of the product
Photos of the packaging
Shipping label
Description of the issue
Video demonstrating the defect when appropriate
Once the issue has been verified, we will review available solutions, which may include a replacement, refund, or another appropriate resolution.
Payment Questions
If you experience payment-related issues, we can assist with:
Payment verification
Duplicate charges
Refund confirmations
Payment authorization
Checkout problems
Invoice requests
Order payment status
For your protection, we cannot access or store your complete payment card information.
Privacy and Security
Protecting your personal information is extremely important to us.
If you have questions regarding:
Personal data
Privacy rights
Account security
Information requests
Data corrections
Communication preferences
You are welcome to contact our support team.
We take reasonable measures to protect customer information and continually work to improve our security practices.
Business Partnerships
We welcome professional inquiries regarding:
Wholesale opportunities
Business partnerships
Affiliate collaborations
Influencer partnerships
Media requests
Supplier relationships
Corporate gifting
Marketing opportunities
Please include relevant information about your organization so our team can direct your inquiry to the appropriate department.
Website Support
If you encounter technical issues while using our website, please let us know.
Examples include:
Checkout problems
Website errors
Broken links
Display issues
Mobile compatibility
Account login problems
Coupon code errors
Page loading issues
Browser compatibility
Screenshots are always appreciated when reporting technical problems.
Our Commitment to Customer Care
At NappyNest, every customer deserves thoughtful support.
We understand that parenting can be wonderfully rewarding while also being incredibly busy. That's why we aim to provide clear communication, prompt assistance, and practical solutions whenever you reach out.
Whether you are preparing for your baby's arrival, shopping for a thoughtful gift, or replacing an everyday essential, we want every interaction with our team to reflect the same care and attention that inspires the products we offer.
We believe that excellent customer service is built on honesty, respect, patience, and reliability.
Every message receives our attention.
Every question deserves a thoughtful answer.
Every family deserves exceptional support.
Response Times
While response times may vary depending on seasonal demand, our general service goals are:
Emails
Within 24 business hours
Weekend inquiries
The next available business day
Peak shopping periods
Within 24–48 business hours
Return requests
Reviewed as quickly as possible after receiving all necessary information.
Stay Connected
The easiest way to reach us is by email.
NappyNest Customer Support
Email: support@NappyNest.store
Phone: (416) 226-3708
Business Address:
3375 Rue de Rouen
Montréal, QC H1W 1L4
Canada
Thank you for choosing NappyNest. We sincerely appreciate the opportunity to support your family's journey. From your first visit to our store to every order you place in the future, we remain committed to providing premium baby essentials, dependable customer service, and a shopping experience built on trust, simplicity, and care. We look forward to assisting you whenever you need us.