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Return & Exchange Policy


30-Day Return & Exchange Policy
 

Thank you for shopping at ChildTrek.com. We want you to be happy with your purchase. If you are not completely satisfied, you may return new, unopened items purchased at ChildTrek.com within 30 days of delivery for a full refund. Items should be returned in their original product packaging and with the original packing slip, which serves as your receipt. We'll also pay the return shipping costs if the return is a result of our error. If return is not due to our error, then you are responsible for shipping fees for returns and exchanges. Please read the full policy below for more details and instructions.

Refunds takes approximately four weeks, usually quicker, of giving your package to the return shipper. This accounts for the time for the items to arrive at our warehouse (3 to 7 business days), for return processing (3 to 5 business days), and for your bank to process refund requests (5 to 10 business days). Please note that for credit card purchases, it may take two billing cycles for the credit to appear on your credit card statement.

The following Return and Exchange Policy areas are covered below:

 

30-Day Return Policy

You may return or exchange any item in its unopened, original condition and with its original packing slip within 30 days of delivery. We are happy to issue a full refund if your product meets this condition and you include the original packing slip. We'll also pay the return shipping costs if the return is a result of our error. If return is not due to our error, then you are responsible for shipping fees for returns and exchanges.

Since we cannot resell items that are used, opened or otherwise not new, we issue only partial refund of up to 50% of the purchase value. Valuation is at ChildTrek's sole discretion and based on the condition and timing of return. The packing slip serves as your receipt. It expedites the return and exchange process.

An in store credit is applicable for returns and exchanges without the original packing slip. Please note: If there are any obvious signs of use, no refund will be issued.

Return / Exchange Turnaround
Refunds takes approximately four weeks, usually quicker. This accounts for the time for your package to arrive at our warehouse (3 to 7 business days), for return processing (3 to 5 business days), and for your bank to process refund requests (5 to 10 business days). Please note that for credit card purchases, it may take two billing cycles for the credit to appear on your credit card statement.

ChildTrek will contact you via phone and email multiple times for up to 30 days after receipt of your package. If we do not hear from you within that timeframe, and you have a Loyalty Rewards account, we will deposit the equivalent refund into your account. In which case, you will receive an email notification to this effect. If you do not have a Loyalty Rewards account and have not responded to our communication attempts after 90 days of receipt, we are no longer responsible for your items.

Credit card refunds: For your security, ChildTrek does not keep credit card numbers after items are shipped. When credit card refunds are issued, a customer care representative will contact you to complete the process.

Returns Involving Free Products

Free products earned during promotions cannot be returned or exchanged for monetary value or credit. In the event paid item(s) in a promotion that involved free products (e.g., $50 FREE toys with purchase of $200+) are returned, then all free product(s) must be returned at your cost (unless due to our error) if the return of the paid item(s) result in lowering the threshold at which point free product(s) were originally earned. That is, using the aforementioned example, if a product is returned and the original order is lowered to less than $200 (before taxes, shipping if any), then all free product(s) must also be returned for a full refund of the paid item(s). If free items do not accompany the return, then retail value of the free products will be charged to the credit card used in the original order. If, on the other hand, the return maintains the promotional threshold that triggered the free offer (e.g., $200+ after return / exchange), then you may keep the free product(s). This policy is to avert abuse of this type of promotion. In any event, the rest of ChildTrek's return and exchange policy applies.

Holiday Return and Exchange Policy

ChildTrek wants to help you through the busy holiday gift-giving season. That's why you have until January 31st to return or exchange items purchased on or after November 1st.

Orders Returned After 30 Days

Orders returned after 30 days of delivery are not eligible for a full refund. Such an order is eligible for a partial refund (up to 50% of purchase value) within 60 days of delivery. Again, to be eligible for a partial refund, the items must be in their original condition. No refunds will be issued otherwise.

Sorry, credits or refunds will not be issued for orders returned more than 60 days of delivery.

Cancelling Orders

Once an order is submitted, it cannot be changed or canceled. If you change your mind, please return or exchange the product by following the instructions that come with the packing slip. More on this here.

How to Exchange an Item

If you received a damaged item and need to exchange it for the same item, please e-mail us or call Customer Service during business hours (10 AM - 5 PM PST, Monday through Friday) to request a replacement. If you would like to exchange an item for a different one, please return the original item in its new condition by following the instructions on the packing slip. You will be refunded your original purchase price once we receive the item. You may go ahead and place another order for the item you wish to purchase. There’s no need to wait for us to receive the original item before placing the new order.

How to Send Your Return or Exchange

  1. Follow the instructions that come with the packing slip enclosed with your order.
  2. Include the packing slip in your shipment.
  3. Use the original packing material, if possible. Wrap securely.
  4. Mail the package to the address listed below.
  5. For your protection, we recommend that you ship and insure your package through a trackable carrier like FedEx or UPS.
  6. We will e-mail you a confirmation once we receive your package.
  7. Your return or exchange will be processed within 3 to 5 business days after receipt of package.
  8. Gift returns will be issued an e-mail gift certificate valid for the item's amount. Please be sure to include your e-mail address in the designated area of the packing slip. Don’t worry, the giver will not know of your return.
  9. Returns originally purchased with a ChildTrek gift certificate will be e-mailed an electronic ChildTrek gift certificate within five business days after processing of return. Please be sure to note your email on the packing slip.
 

Please note that the original packing slip serves as your receipt and expedites the process. Without it, returns and exchanges are eligible for an in store credit only. If you don't have your packing slip, please write your order number and the reason for your return or exchange on a slip of paper and include in your shipment.

Send your package to:

ChildTrek Returns and Exchanges
7307 Amber Ln SW
Lakewood, WA  98498

Note: We are happy to refund shipping charges if the return or exchange is due to our error. If return is not due to our error, then you are responsible for shipping fees for returns and exchanges.

Incorrect or Damaged Items

ChildTrek takes extra care to ensure that products you ordered are shipped accurately and safely. However, should you received a product you did not order or if its damaged, just return the item directly to our warehouse (address above) and note the error on the packing slip you enclose in the shipment. We will issue you a full refund, including shipping charges.

Returns or Exchanges of Gift Sets and Bundled Discounts

ChildTrek treats gift sets as one item. All parts of a gift set must be returned or exchanged as a unit in their original condition.
Within a bundled discount, returned individual items in their original condition are refunded reflecting their promotional discount.

For example, if the promotion is to buy X and get Y for Z% off, then a return of Y would reflect the Z% discount. Again, we will refund the shipping charges if the error was ours.

How to Return Oversized Items

On occasion, oversized items, such as doll houses or riding toys, ship directly from the manufacturer. If you need to return or exchange an oversized item, refer to the packing slip for the correct shipping address and instructions.

How to Track the Status of Returns and Exchanges

It takes 3 to 5 business days to process returns once we receive them. If you need information about the status of your order, please contact us or call toll-free, 800-406-8735, M-F, 9 am -5 pm, PST, exclusive of federally recognized holidays.

Contact Us

Please contact us for questions or comments about your returns or exchanges. We will do our best to respond quickly.

Also, Customer Service is available toll-free at 800-406-8735, 10 AM - 5 PM PST, M-F. Customer Service is closed most Saturdays, Sundays, and national holidays. We strive to respond to all customer e-mail within 24 business hours, or on the next business day.

Thank you for shopping at ChildTrek.com.

 

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