Shipping & Returns
We offer FREE Standard Shipping on orders over $50 within the United States!* Flat Rate Shipping of $4.95 is available on orders under $50 being shipped within the United States. In order to qualify for free standard shipping, your subtotal must be $50 or more before shipping, discounts and taxes have been applied. Free Standard Shipping will be automatically applied to your merchandise total over $100 per shipment in the contiguous U.S. Qualifying purchase amount is calculated after all applicable discounts.
The following exclusions apply to the free or flat rate shipping offer:
- Not valid on international shipments. We are happy to provide worldwide shipping, however please be aware that it can be expensive and we cannot always offer low shipping rates on international orders.
- Free or flat rate shipping is only available on select products that ship within the United States. Most of our products ship from our warehouse in Washington state, USA. Due to their size and weight, some products ship from warehouses overseas and we cannot always offer free or discounted shipping on those items. Shipping rates on such items will be calculated at checkout
- Oversize and freight shipping surcharges may apply to some items due to their size and weight. Each product page will contain shipping details specific to that product
- Orders containing in-stock items are processed and dispatched as soon as possible and no later than within 2-3 business days of order placement. Pre-order items are processed as soon as the items are in stock and do not fall under our standard processing times. Estimated restock timeline will be listed on the individual product page.
- Standard shipping packages arrive within 3-7 business days. Heavier items may take longer. Delivery time-frame will be provided at the checkout.
- Larger items that are shipped directly to our customers from the manufacturer generally take about 2-4 days to process and about 5-6 days in transit. Items that ship directly from the manufacturer are indicated as such in the item description. Generally, allow 2-3 weeks for delivery of these items, unless otherwise noted.
- Shipments to Alaska and Hawaii also take additional time
IMPORTANT TO REMEMBER
- We ship worldwide via UPS Standard or DHL Worldwide, however at this moment the shipping rates are VERY EXPENSIVE. Especially due to the COVID-19 pandemic, the shipping rates on international packages skyrocketed. We are actively working on negotiating rates with the carriers! We will do our very best to provide the least expensive rate at checkout.
- Customer is responsible for all international shipping charges and fees. All rates listed at the checkout are provided directly by the carrier and will be paid directly to the shipping carrier.
*INTERNATIONAL CUSTOMS FEES AND PROCESSING*
- Playroom Collective is not responsible for any customs duties, fees or delays with customs processing. If your international shipment is being held by customs for any reason, we will not be able to provide a status or check in on your package. We have no control over customs processing.
- Customer is responsible for paying all customs duties and import tax that is required in the destination country. You will be notified of any import duty or taxes by the shipping carrier prior to delivery. Playroom Collective is not able to match or reimburse any customs duties, taxes or fees. By placing an order you agree to comply with our shipping and returns policy.
- Playroom Collective ships domestically via USPS, UPS or FedEx depending on weight and destination. Once your package leaves the warehouse, we do not have direct control over your package and we cannot be responsible for delays, lost or stolen packages, or carrier handling of your package.
- Playroom Collective is not responsible for lost or stolen packages that are successfully delivered to the shipping address provided by the customer.
- Playroom Collective does not assume responsibility for orders placed online with an incorrect shipping addresses. Please check carefully that the shipping address you enter is correct. If an item is returned to us because of an incorrect address provided, the customer is responsible for charges to re-ship.
- Once an order has been processed and a tracking number assigned, we are unable to make any further changes to the order. Please contact us at firstname.lastname@example.org if you need to update your order before a tracking number is assigned.
- If the tracking information indicates that your order was delivered, but you have not received it, be sure to check everywhere - occasionally carriers leave deliveries with neighbors, building managers, or places such as your porch, garage, or even behind bushes.
- If there is no tracking information, or the tracking information shows the item was returned to us, please email us at email@example.com with your order information. We may have the wrong shipping address, the driver may have unsuccessfully attempted delivery, or the carrier may have mis-delivered it.
We offer 30 day return policy on select items (exclusions apply*). Returned items must be in new, unused condition with all original packaging intact and tags attached.
To submit a return request, please submit a contact form with your order number and return details.
- Please note that at this time, due to the nature of most of our products, we do not accept change of mind returns. If you received a damaged, faulty or wrong item, we will do everything we can to replace the product or provide a refund.
- Return request must be submitted no more than 30 days after the delivery date. If the request for return is submitted past the 30 days, unfortunately we will not be able to accept your return.
- We reserve the right to deny a refund for any returned item that is no longer in new condition, in its original packaging or is damaged, missing any labels, instructions, or pieces.
- Returned items that have been opened or are no longer in intact packaging are eligible for store credit only if accepted for return. Item may be subject to a 25% restocking fee or will be returned to customer at customer's expense.
- The cost of return shipping is $9.95 for any number of items and will be deducted from your refund.
Due to the nature of some products, we do not accept returns on the following items:
- Custom orders
- Personalized products
- Sale items
- Items purchased at a discount
- Perishable goods such as food, flowers, newspapers or magazines
- Intimate or sanitary goods
- Pacifiers, bottles
- Exclusive collaborations
- Large and heavy items as noted on the product page
- Digital downloads
- Shipping costs
- Select items that shipped directly from the manufacturer (will be noted on the product page as well)
We DO NOT ACCEPT returns or exchanges on international orders shipped outside the United States, unless you received a faulty or damaged item. If you placed an order from outside the United States and you received a faulty or damaged product, you will be eligible for store credit, provided that you submit your return request within 14 days of delivery and the item has been unused and is still in its original packaging.
- Once you submit the return request, please allow up to 5 business days to process and approve your request. In the event that your return request is not approved, we provide you with the explanation and will work with you to try and provide with a possible solution
- Once your return request has been approved, we will issue a refund (less promotional discounts and shipping charges) to the original form of payment.
- Due to different payment providers it may take 10-15 business days for the refund to appear on your statement.
What are pre-orders?
Pre-orders are advance purchases made on popular and high-demand products that are scheduled to be shipped at a future date. It means that the pre-order item has already been produced and on its way to our warehouse, but not immediately available for shipping. Each collection or item available for pre-order will have its own specific shipping timeline provided on the product page. These dates are not guaranteed, but we will do our best to update our site with any changes.
Please note that we never offer pre-orders on items that have not been manufactured yet.
What are the advantages of buying a pre-order item?
We only offer pre-orders on items or collections that are high demand and have a greater chance of being sold out quickly. Pre-orders are a great way to guarantee that an item will not be sold out upon arrival to our store.
How long will it take to ship out my pre-order?
Waiting times vary from item to item. Usually, shipping timelines range between 2 weeks to 2 months depending on the item. Pre-order shipping timeline is listed on the product page. Once the item is available in our warehouse, your order will be dispatched within 1-2 days. All pre-orders are shipped in the matter of priority
Please keep in mind that if you placed an order containing a pre order item, the entire order will be on hold and dispatched at once. So we recommend separating pre-order purchases from in-stock purchases.
When a delay occurs and why?
COVID-19 has created record-breaking shipment volumes that are taxing logistics networks nationwide, which may cause delays. We only make pre-orders available after we receive confirmation from the carrier with the expected arrival to our warehouse. In the unlikely event of a delay, our Customer Care Team will get in contact with you as soon as possible.
Can I cancel a pre-order item?
Yes, you can! Pre-orders may only be canceled within 48 hours from the purchase. We do not accept pre-order cancellations after 48 hours of order placement. If you have changed your mind about the product purchased in pre-order within 48 hours from purchase, you can cancel the item by contacting our Customer Care Team
Can I return a pre-order item?
Yes, of course! All pre-order items can be returned if they meet our Return Policy requirements
IMPORTANT TO REMEMBER
Lastly, please ensure that you can wait for the pre-order item to arrive within specified shipping timeline. We understand that pre-orders can be stressful and we are here to support you every step of the way. Pre-orders help our small business grow and we would never risk breaking your trust by not delivering on our promise. If you have any questions about pre-orders or are nervous about placing a pre-order, please don't hesitate to reach out to our Customer Care Team