Help with Shopping


We pride ourselves on making your shopping experience as easy as possible while you learn, evaluate, and buy our products. If you have any questions that are not answered here, please contact us and we would be happy to assist you.

Payments and Pricing

Payment Methods

We accept all major credit cards, Visa Debit, Apple Pay, Google Pay, PayPal and Shop Pay.

Sales Tax

Sales taxes on your purchase are calculated based on state regulations for the shipping address you provide in your order.

We welcome orders of all kinds, including tax-exempt organizations or individuals. Please contact us before you place your order to ensure we can verify your proof of tax-exempt status for the address where your product(s) are being shipped.  

Price Match Guarantee

If you purchase a product directly from Levana and the price is reduced within 45 days of purchase on our website or at one of our authorized Levana retailers, contact us to request a price adjustment and we will refund you the difference between the current advertised price and your original purchase price to your original purchase method. Levana will also price match any price at one of our authorized Levana retailers by contacting us before you make a purchase on our website.

Conditions apply:

  • Authorized retailers are limited to: Amazon (sold by Levana), BabiesRUs.ca and BestBuy.ca
  • Marketplace listings not sold by Levana are not applicable for the Price Match Guarantee
  • Product must be the same model number as shown on the Levana website
  • Proof of advertised price is required with a link and full-page screenshot (including URL, price and product name)

Issues with Credit Cards

We’re sorry your experiencing credit card issues. Prior to contact the Levana team, please double check all of the information you provided is correct. In order to process, your billing address must match exactly what is on file with your payment provider. If everything is correct, call your credit card issuer to verify if there may be a hold on your card.
Occasionally some banks limit a card from being used internationally, which may cause issues for our US customers checking out with Shop Pay. We recommend using our PayPal checkout (no account required) if you are experiencing this issue.
We do not store credit card information on our website. All payment processing is done through a licensed third party. Refer to our Privacy Policy for more information.

Billing Addresses and Account Verification

Your billing address must match the address you have on file with your payment provider. This helps reduce the chance of delays or orders not going through. Please contact your credit card company for information on the current address on file in case you are unsure.

Orders, Shipping, and Returns

Shipping Options

We offer our Levana customers free standard ground shipping across the 10 Canadian provinces with no minimum purchase required (estimated delivery is 4-7 business days). Free shipping is not available for the Canadian Territories and select areas considered remote by our shipping partners. If applicable, shipping fees are calculated in the Checkout.

Based on your location, expedited and express shipping options may be available. Unfortunately, once shipped, the delivery time of all parcels is out of our control and we cannot guarantee dates provided.

Shipping Method Shipping Time

Standard Ground Shipping

4-7 Business Days
*Rural, remote and Canadian Territories excluded

Canada Post Expedited Parcel

3-7 Business Days

UPS Expedited

2 Business Days

UPS Express Saver

1 Business Day

Our team works hard to process orders the same day if received by 12:00pm EST, or the following business day if received after 12:00pm EST. Processing and delivery times do not include weekends or Canadian holidays. Once your order has shipped you will receive a shipping confirmation email that will include your tracking number.

Order Confirmation

You will receive an order confirmation email within an hour of placing your order with your estimated Delivery Date, and a list of all items purchased. If you have questions about your delivery dates or would like to change any shipping details, contact us and we’d be delighted to help!

Shipping Confirmation and Order Tracking

Once your order has shipped, you will receive a confirmation email with your estimated Delivery Date, tracking information, carrier name, and your order contents.

Order Billing

The payment method provided is charged at the time the order is placed.

Cancelling Orders

Mistakes happen, minds change. Cancel your order before it ships by contacting Levana Customer Support via Live Chat between the hours of 8am-4pm EST or submitting a request via the Levana Support Center.

Please Note: Orders that have already shipped, but have not yet been delivered, will be subject to a $15 shipping fee that will be deducted from the order refund.

If your order has already been delivered, no worries! Refer to our Returns & Refunds section below for more details..

Returns & Refunds

45-Day Return Policy

We make returns simple and straightforward! To return your items within 45 days of receipt, customers can contact us via Live Chat from 8am-4pm EST Monday – Friday or visit the Levana Support Center to submit a request. You will need your serial number and/or proof of purchase to validate purchase date. Please Note: Shipping charges will not be refunded and return shipping costs are the responsibility of the customer.

Be sure to securely pack all items you’d like to return along with the packing slip, the original box/packaging, and accessories. If you have multiple items to return, simply combine the items of the into a single box and be sure to include packing slips. When your items have been received and inspected, you will receive a return confirmation email. If your item is damaged, deemed defective, or does not include all parts & accessories, Levana reserves the right to adjust your refund amount accordingly.

Please contact us if you receive a damaged item or if you are experiencing technical issues. Our Customer Support team can help with troubleshooting, setup, and any other concerns.

Please note:

  • All return requests must be made within 45 days of receiving your order. All returns must be received back to Levana within two-weeks of initiating your return.
  • All original accessories and packaging must be included when returning your item(s). Do not include any accessories that were not originally included.
  • Returns must be sent with a Return Authorization Number (RA Number) either on or inside of the box. We require all returns to be sent with a guaranteed delivery service that provides parcel tracking information and proof of delivery. Levana is not responsible for items that are lost or damaged during shipping

If you purchased your Levana product from anywhere other than MyLevana.com or MyLevana.ca, please contact your authorized retailer for return details.

Refund Process

We strive to get refunds processed as fast as possible! Your refund will be issued back to your original method of payment within 3-7 business days of your product being received at our distribution center. If you do not receive your refund within this timeframe, contact us and our Customer Support Team would be happy to assist you.

Warranty

1-Year Included Warranty

We recommend activating your warranty upon purchase here to ensure all purchase and product information is stored safely and support can be provided to you quickly in the event you require assistance in the future.

All new and refurbished products are backed with our standard 1-year warranty. If you purchased your product directly from Levana or from an authorized Levana retailer, we will repair or replace (at our discretion) your product free of charge for 12 months from the date of purchase if the product is determined to be defective. Please Note: Shipping charges for the return of the defective item are the responsibility of the customer.

If you require support for a repair or replacement within your 1-year manufacturer’s warranty, please contact us via Live Chat Monday to Friday, 8am-4pm EST or submit a request through our Levana Support Center. Your serial number and proof of purchase are required to validate your purchase date.

Please Note: The Levana 1-year warranty does not cover wear and tear, or damage caused by the customer. If you are interested in purchasing an Accident Protection Plan to cover you for all physical damage of your baby monitor, learn more here. Your warranty does not renew when a replacement unit is provided. In no event shall Levana be liable for any special, incidental, or consequential damages for breach of this or any other warranty, expressed or implied, whatsoever.

Disclaimer

Except as expressly provided otherwise in a written agreement between you and Levana, the services provided, and products contained in or purchased through this website are provided as is and without warranties of any kind either express or implied. Any warranty on products purchased through the e-commerce site is limited to the express terms of the manufacturer’s warranty that accompanies such product. To the fullest extent permissible pursuant to applicable law, Levana disclaims all warranties, express or implied, including, but not limited to, implied warranties of merchantability or fitness for a particular purpose, or the warranty of non-infringement. Without limiting the foregoing, Levana does not warrant that the functions contained in the product or website will be uninterrupted or error-free, that defects will be corrected, or that this service or the server that makes it available are free of viruses or other harmful components. Levana does not warrant or make any representations regarding the use or the results of the use of the materials in this service in terms of their correctness, accuracy, reliability, or otherwise. You (and not Levana) assume the entire cost of all necessary servicing, repair, or correction. Applicable law may not allow the exclusion of implied warranties, so the above exclusion may not apply to you.

Under no circumstances, including, but not limited to, negligence, shall Levana be liable for any incident, indirect, special or consequential damages that result from the use of, or the inability to use, the product or materials, software, the site, or any other website, even if Levana or a Levana authorized representative has been advised of the possibility of such damages. Applicable law may not allow the limitation or exclusion of liability for incidental, indirect, special or consequential damages, so the above limitation or exclusion may not apply to you. No advice or information, whether written or oral, obtained by you from Levana or from or through the site shall create any warranty. In no event shall Levana’s total liability to you for all damages, losses, and causes of action (whether in contract, tort (including, but not limited to, negligence) or otherwise) exceed the amount paid by you, if any, for purchasing any products or services.

Accident Protection Plan

We recommend activating your warranty upon purchase here to ensure all purchase and product information is stored safely and support can be provided quickly and efficiently in the event you require assistance in the future.

Accident Protection Plan can be purchased for the Mila Video Baby Monitor or the Oma Sense Breathing Movement Monitor here and provides our Levana Families with the following:

  • 1 Free Replacement: of your Oma Sense or Mila handheld monitor. Please Note: Mila cameras are not included in this coverage and any damage to the camera is the responsibility of the customer
  • Free Advanced Shipping: of your replacement unit with a pre-paid shipping label for your defective or damaged item
  • Extended Warranty Coverage: Product defects will now be covered for two full years

The Accident Protection Plan and extended warranty is valid for two-years from the original date of purchase of your Baby Monitor. The Accident Protection Plan is available to all customers that purchased a Levana Baby Monitor from an authorized retailer and can be purchased from Levana within 60 days of your original purchase date. If the Accident Protection Plan is purchased outside of this 60-day window, the coverage and warranty are invalid, and a refund will not be provided.
If gifting or selling your baby monitor, your Accident Protection Plan can be transferred. Please contact the Levana Support Team as soon as the product has been gifted or sold with the following:

  • Your Full Name
  • Your Email Address
  • Your Phone Number
  • Your Original Order Number
  • Your Baby Monitor’s Serial Number (Not applicable for Oma Sense)
  • The New Owners Full Name
  • The New Owners Email
  • The New Owners Phone Number

Claims under the Accident Protection Plan can be submitted through Live Chat Monday to Friday, 8am-4pm EST or through the Levana Support Center by submitting a request. Serial number and/or proof of purchase will be required to make a claim for the Accident Protection Plan.

If a claim is deemed necessary by the Levana Support Team, a free advanced replacement will be sent to you with a pre-paid return shipping label. Customers will be asked to return their damaged or defective item(s) and any requested accessories using the provided pre-paid shipping label within 5 days of receipt.