Product information before purchase

Tell us the product name and the option you are considering. Identify the information you want to confirm, such as the age recommendation, component size, material description, dimensions, contents, power source, or instructions. If several similar items are shown, specify the exact listing so that the response concerns the correct model.

You can describe the type of activity you are planning without identifying the child. A general question about task complexity or adult involvement does not require a full name, school, photograph, birth date, or health history. We can review the product information available; we cannot diagnose a child’s needs or guarantee an individual learning outcome.

Order status and address changes

Include the order number and the email address used at checkout. For a shipment question, add the tracking reference and the most recent status. These details help us distinguish an order being prepared from a parcel already with a carrier or awaiting a local delivery action.

If you need to correct the delivery address, contact us promptly. We will check whether fulfillment can still be amended. A dispatched parcel may not be eligible for redirection. Do not submit a child’s name or other unnecessary information to explain the address change; the adult order details are normally sufficient.

Damaged items, missing pieces, or an incorrect delivery

Keep the packaging and shipment label while the order is reviewed. Describe the item received, the component affected, and the difference from the listing or expected contents. Clear photographs of the product and packaging can help when they are safe and practical to provide.

Photographs should focus on the item rather than show a child using it. If a piece is broken, a magnet is exposed or detached, a battery compartment is damaged, or an electrical item appears unsafe, keep it away from children and stop using it. Do not recreate an unsafe situation to obtain a demonstration video.

Safety-related product reports

An adult should report a suspected product safety issue with the model, order number if available, the affected part, and a factual description of what happened. Keep the item secured so that it cannot be used while the concern is reviewed. If there is a possible injury or swallowed object, obtain urgent local medical assistance rather than wait for a store response.

Support can assist with the product record and the appropriate handling steps, but customer service is not an emergency service. Do not mail a damaged battery, loose magnetic component, or other hazardous part until suitable packing and transport instructions have been provided.

Returns, refunds, and cancellations

For a return, provide the order reference, product name, delivery date, reason, and current condition. We will review the request under the Return & Refund Policy and explain the return destination and packing instructions. Count and secure the components before packing an activity set.

To request cancellation, contact us as soon as possible. We will check whether the order can still be stopped. If it has already been dispatched, the applicable return procedure normally applies. An unshipped order affected by a delay is handled separately under the Shipping Policy.

Service hours and international inquiries

Our published customer service hours are 8:00 AM – 10:00 PM daily. Email is useful when you need to explain a product question in detail or provide photographs of an item. Include your time zone and a suitable callback window if you would like a telephone response. Your provider may apply international calling charges.

Messages received outside the stated hours are reviewed when the team is available. Keep related messages in the same email conversation so that the order history and previous advice remain together. Please avoid repeated messages containing a child’s personal information when the request can be explained through the product details alone.

Privacy inquiries from an adult

For a privacy request, explain whether you want to access, correct, delete, or obtain assistance with a privacy choice. Send the request from the adult order email when possible. We may need proportionate information to verify that the relevant record belongs to you or that you are authorized to act.

If you believe a child has submitted personal information, state the feature or communication involved and ask for review. Do not attach additional child photographs, recordings, or identity documents unless a necessary and appropriate verification step has been explained. Support does not need payment passwords or full card credentials.

Company correspondence and parcel routing

The legal operator is Guizhou Youcheng Card Technology Co., Ltd., owned by Luo Xiaokuan. Formal business correspondence can identify the legal name and business address below. Include the relevant order or reference and the action you are requesting.

The company address is not a walk-in activity center or an automatic product-return destination. Products with electronics, batteries, or multiple small components can require particular packing. Obtain written instructions before dispatching a parcel so that it reaches a location able to process your request.

Company & Customer Support

The company behind Kidvello™