Frequently Asked Questions (FAQ)
Ordering and Shipping
Q: How long will it take to receive my order?
A: We typically process orders within 1-2 business days. Once shipped, delivery usually takes 3-7 business days within the continental US. International shipping times may vary.
Q: Do you ship internationally?
A: Yes, we ship to many countries worldwide. International shipping costs and delivery times will be calculated at checkout based on your location.
Q: Can I change or cancel my order after it's been placed?
A: We process orders quickly to ensure fast shipping. If you need to change or cancel an order, please contact us immediately at contact@playroomcollective.com. We'll do our best to accommodate your request, but we can't guarantee changes once the order has been processed.
Q: Do you offer gift wrapping?
A: Yes! We offer a gift wrapping service. On the 'Cart' page, there's a section called "Order note" where you can mention this is a gift, and any other details that might be helpful to know. Alternatively, you can email us at contact@playroomcollective.com.
Products and Quality
Q: Are your toys safe for children?
A: Absolutely. All our products meet or exceed US and European safety standards. As part of our selection process, we only work with suppliers who regularly test the products to ensure the highest safety standards.
Q: What age range are your dolls and toys suitable for?
A: Most of our products are suitable for children aged 3 and up. However, we do offer some items for younger children, such as stuffed animals. Each product page specifies the recommended age range.
Q: Are your products eco-friendly?
A: We're committed to sustainability. Many of our products are made from organic materials and sustainable wood, and all of our products are non-toxic. We're continuously working to increase our eco-friendly offerings.
Q: Why do your dolls have a vanilla scent? Is it safe?
A: The light vanilla scent in our dolls is a carefully chosen feature designed to enhance your child's play experience. Here's what you need to know:
- Purpose: The scent is added to mask the natural odor of the high-quality vinyl we use in our dolls. Vinyl is an excellent, durable material for toys, but it can have an initial smell that some find unpleasant.
- Safety: Rest assured, the vanilla scent we use is completely non-toxic and safe for children.
- Intensity: The scent is designed to be subtle, but we understand that sensitivity to smells can vary from person to person.
- Dissipation: The scent will naturally fade over time with normal play and air exposure.
Q: How can I reduce the vanilla scent if I find it too strong?
A: If you find the scent too intense, here are some safe methods to reduce it:
- Air out the doll in a well-ventilated area for 24-48 hours before play.
- Gently wipe the doll with a soft cloth dampened with mild soap and water, then air dry.
- Place the doll in a box with an open container of baking soda overnight (ensure the baking soda doesn't touch the doll directly).
Remember, the scent will naturally decrease over time and with regular play.
Returns and Exchanges
Q: What is your return policy?
A: We offer a 30-day return policy on non-discounted items. Returned items must be in new, unused condition with all original packaging intact and tags attached. You can read more about our policy here.
Q: How do I initiate a return or exchange?
A: To start a return or exchange, please email us at contact@playroomcollective.com with your order number and the reason for the return. We'll provide you with further instructions and a return authorization.
Q: Who pays for return shipping?
A: For standard returns, the customer is responsible for return shipping costs. If the item is defective or we made an error, we'll cover the return shipping.
Q: Why do you use a PO Box for shipping and returns?
A: We utilize a PO Box for all shipments and returns as part of our efficient logistics system. Our warehouse facility is not equipped to handle individual package deliveries or returns, and the PO box not only provides an additional layer of security for all shipments, but also ensures that all items are properly sorted and processed before entering our main facility.
Payment and Security
Q: What payment methods do you accept?
A: We accept all major credit cards (Visa, MasterCard, American Express, Discover) as well as PayPal, Shop Pay and Afterpay.
Q: Is it safe to use my credit card on your website?
A: Yes, our website uses Shopify's industry-standard SSL encryption to protect your personal and payment information. We never store your full credit card details.
Account and Loyalty Program
Q: Do I need to create an account to make a purchase?
A: While creating an account offers benefits like our loyalty program, you can also check out as a guest.
Q: How does your loyalty program work?
A: Our Rewards program gives you 1 point for every dollar spent. Once you reach 200 points, you'll receive a $10 off coupon. At 400 points, you'll get a $20 off coupon, and at 600 points you'll receive a $30 off coupon.
Customer Service
Q: How can I contact customer service?
A: You can reach our customer service team by email at contact@playroomcollective.com. We respond to all inquiries within 48 hours.
Q: Do you offer a warranty on your products?
A: We stand behind the quality of our products. If you experience any issues with your purchase, please contact us, and we'll work to make it right.
If you have any questions not covered here, please don't hesitate to contact us. We're always happy to help!
