1. Eligible destinations and shipping services

The checkout identifies destinations and services available for the items in your cart. Eligibility may differ because of parcel size, carrier coverage, product characteristics, or import restrictions. The availability of one product for a destination does not mean that every other product can use the same delivery arrangement.

Wooden activity products, multi-piece sets, and electronic items can have different packing and transport requirements. If checkout does not offer a usable service for the address, ask support before ordering. Do not select an inaccurate address to bypass a limitation or assume a product can be imported merely because a similar item is sold locally.

2. Shipping charges and the total shown before payment

Shipping charges are displayed for the order before payment and may depend on the destination, parcel weight, dimensions, and selected service. A free-shipping offer applies only when the order meets the conditions shown for that offer and the final checkout reflects it.

Review any difference between the displayed order currency and your payment provider’s currency. Separately collected import charges, where applicable, are discussed below. We do not add an undisclosed ordinary delivery charge after you have agreed to the order total.

3. Order processing and dispatch information

Processing is the stage in which the order is reviewed and prepared for handover to a carrier. It is different from transit time. The dispatch timeframe stated before purchase applies to the order; contact us if no clear timeframe is shown and timing is important to your purchase.

For U.S. orders without a different dispatch timeframe disclosed before purchase, we will dispatch within 30 days of receiving a properly completed order or follow the delay and cancellation process below. A properly completed order includes the payment authorization and information needed to fulfill it. This dispatch limit is not a promise of delivery within 30 days.

4. Transit estimates and gifts for a specific date

A delivery estimate describes the expected carrier stage using the information available for the selected service. Weather, customs clearance, routing changes, holidays, or an address issue can affect actual movement. Where a delivery date is expressly guaranteed, the guarantee’s stated terms apply.

If the item is intended for a birthday, holiday, classroom session, or scheduled activity, ask about the current estimate before purchase and allow a practical margin. A photograph of a celebration or child using an item is not a delivery promise. We will explain the current information available for the specific product and destination.

5. Shipment notifications and tracking

When tracking is provided, the shipment notification identifies the available tracking reference and related details. A label-created status can appear before physical carrier acceptance. Tracking systems may also take time to display a new scan, especially during a handover between carriers.

If tracking remains unchanged beyond the indicated dispatch or transit stage, contact support with the order number and most recent status. We will review the order and request carrier information where appropriate rather than ask you to infer the parcel’s location from an incomplete update.

6. Multiple parcels and item availability

An order containing several items may be sent in more than one parcel when packaging, product handling, or fulfillment arrangements require it. Review the shipment message to identify which items are included. If you are unsure whether an item is missing or traveling separately, ask support with the order reference.

We will not replace an ordered product with a materially different item without your agreement. If an item is unavailable or cannot be supplied as ordered, we will explain the available cancellation, refund, or agreed alternative rather than silently substitute a different specification.

7. Address accuracy and changes

Provide a complete delivery address, including the apartment or unit, postal code, and recipient details required by the carrier. Review the address before confirming the order. If you notice an error afterward, contact us promptly so that we can check whether fulfillment can still be amended.

A dispatched parcel may not be eligible for redirection. Any additional delivery charge resulting from an address change or returned parcel must be explained and agreed where required. We review the circumstances, including whether the error occurred in our handling of the order, before determining the appropriate remedy.

8. Customs, import charges, and restricted equipment

For a cross-border delivery, customs authorities may inspect the parcel or require recipient information. Duties, import taxes, or carrier clearance charges may be collected separately when they are not already included in checkout. Their amount and handling depend on the destination and the applicable rules.

Before purchase, check restrictions relevant to the equipment you intend to import or use, including electronic devices and batteries. We will explain any delivery limitation known for the order. Do not ask for a false description or reduced declaration value to avoid a lawful import requirement.

9. Delivery problems, damage, and missing parcels

If a parcel appears damaged, keep the packaging and describe the condition when contacting support. If a delivery scan is shown but the parcel cannot be found, check the address, household members, permitted safe locations, and carrier notices, then provide us with those details.

We will review the available evidence and work with the carrier where appropriate. If an order is confirmed lost before successful delivery, or a delivery failure is attributable to our handling, we will arrange an appropriate replacement or refund subject to the circumstances and your rights. A tracking scan alone does not prevent a reasonable investigation.

10. Delayed, unshipped orders and cancellation

If we cannot meet the promised dispatch timeframe, we will notify you with a revised dispatch estimate, or explain that no reliable estimate is available, and offer the choice to accept the delay or cancel the unshipped goods for a refund. We will not treat a lack of response as agreement to an indefinite delay.

If we cannot supply an item, you cancel under this delay process, or required consent to a further delay is not obtained, we will cancel the affected unshipped goods and issue the refund required. For U.S. orders covered by the applicable mail or internet order rule, the required refund is made within seven working days; a payment provider may need additional time to display it. Mandatory local rights continue to apply.

Company & Customer Support

The company behind Kidvello™