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Return Policy

We hope that you enjoy your purchase, however if you wish to return it please refer to our below Return Policy and contact us within its stated policy dates & we will be happy to help you!

To be eligible for Return:

  • Receipt is required.  
  • Accepted within stated Return Policy dates. 
    Policy dates start from the date of purchase as indicated on your sales receipt or web order confirmation.
    Returns past policy dates are not returnable.
  • If you are shipping back your return you will require a Return Authorization Number (RA).  (see below)
  • The returned item is required to be in original condition with all original packaging, sealed and tags and labels attached.  Product packaging, original documents, components and accessories to be included & undamaged*. Tags and labels attached. 
    Not acceptable:  Not in original condition. Used, worn, soiled or washed items, items with product tags/label removed or seals broken. Broken down or ripped packaging will not be accepted.
  • If you need clarification on our polices please contact us, any returns that we receive that do not meet these requirements will be deemed as unacceptable.

Non-returnable items:

  • Gift Certificates
  • Special Orders & Pre-Orders
  • Gift Wrapping
  • Shipping & Delivery Charges
  • Items due to health & hygiene reasons:
    • Skin & body care products
    • Undergarments, swimwear, & nursing supplies.
    • Soothers, pacifiers, teethers.
    • Feeding items
    • Face Masks

      In Store Return Policy

      REGULAR PRICED Products:
      14 day Refund on original form of payment/tender* &
      30 day Exchange or Store Credit (no refund).

      SALE/DISCOUNTED Products
      14 day Exchange or Store Credit (no refund)

      GIFT RECEIPT
      14 day Exchange on Sale/Discounted products and
      30 day Exchange on Regular priced products.
      Gift Receipts are Not eligible for refund.

      Special Orders and Pre-Orders are a Final Sale.

      Note:  Items sold on-line can be returned in-store. Policy dates start from the date of purchase as indicated on your receipt. 

      Returns past policy dates are not returnable and considered a final sale. 

      *Debit and credit card refunds will only be refunded to the same card number used for the original purchase. If the original tender is not present an exchange or store credit will be given.
      Exchanges are not eligible for refunds.

      On-line Return Policy

      All eligible returns require a Return Authorization number.

      REGULAR PRICED Products:

      • 14 days from date of purchase, eligible for Refund.
        Refund is on original form of payment/tender
      • 30 days from date of purchase, eligible for a Web Credit* to be used on any future purchase. (not eligible for a refund)

      SALE/DISCOUNTED Products:

      • 14 days from date of purchase, eligible for a Web Credit* to be used on any future purchase. (not eligible for a refund).  

      Special Orders and Pre-Orders are a Final Sale.

      GIFT RECEIPT

      • 14 days from date of purchase, on sale priced products eligible for a Web Credit  to be used on any future purchase.
      • 30 days from date of purchase, on regular priced products are eligible for a Web Credit to be used on any future purchase.

      *Web Credit: is offered in the form of a Gift Card.   Where you can apply to any future purchase on-line.

      Shipping charges and Gift wrapping charges are not refundable or returnable.

      Exchanges are processed as New Orders

      Place a new order on-line for the item(s) you want, and we will ship it out to you right away.  Meanwhile obtain a return authorization from us & then ship back your return.  
      If your return is only eligible for Web Credit and not a refund, if you wish to place a new order right away, no problem!  Just include a copy of the new order you just placed (web order confirmation email), once we receive your return, we will refund you the applicable amount.  Note:  If you wish to exchange for something of lower value, that is okay too, we will issue you a Web Credit for the balance once we receive your return.

      Note: On-line purchases can be returned or exchanged in-store.
      A Return Authorization number is not needed for in-store returns.

      All Returns that are Shipped back to us require a Return Authorization Number (RA).  Please see "Mailing your Authorized Return"

      Note: For shipped products, policy dates start from the date of purchase as indicated on your receipt.  In the event your shipment arrives after the policy date, we will extend and accept return requests within 3 days of your parcel delivery.

      To Obtain a Return Authorization 

      All eligible returns require a Return Authorization number

      Please review our Return Policy to ensure the product is eligible for return and within our policy dates.  Ineligible items or past policy dates, items are not returnable and will be a final sale. 

      Please email us at orders@pumpkinpiekids.com.

      • Reply from or include a copy of your web order
      • Please provide a day time phone number in the event we need to call you.
      • We will email you a Return Authorization # along with detailed instructions on how to ship your return back to us.

      If you prefer to call us, please call during our store hours at 250.754.3933

      Note:  A Return Authorization is given with the understanding that the returned items are in original condition, as per our return policy terms.  If you have any concerns or questions, please contact us and we will be happy to help.  Returns that we receive that do not meet our return policy will be deemed as unacceptable & you will be contacted to arrange for pickup or payment for return shipping.

      Mailing your Authorized Return

      Once a Return Authorization is approved, mail back your return within 7 days.
      Please mail to: Pumpkin Pie Kids 411A Fitzwilliam Street, Nanaimo BC, Canada, V9R 3A9.

      Please include with your return:

      • Return Authorization number
        (write it on the copy of receipt enclosed with your return or print off email with RA number)
      • Copy of Receipt
      • Returned product with all original packaging and tags. 
        (The product is required to be in the original packaging, sealed and product hang tags still attached. Unused, unwashed & unsoiled.  All original documents, components and accessories must be included. )
        Squished or broken down packaging 

      Please package the return in a manner that will not damage merchandise, packaging, or box. We recommend you use the shipping box or container that it was delivered in (unless it was damaged).

      The customer will be responsible for paying for their own shipping costs for returning the product. Sorry, we do not accept COD or Collect shipments.

      We recommend you use a trackable shipping service and purchasing shipping insurance.  We are not responsible for returns that are damaged or lost during return shipping.

      Receipt of authorized returned item 

      Once we have received the returned goods and have inspected and verified they meet within our return policy(see above) we will process your return.  If you are eligible for an Exchange, we will email you a Web Credit, where the code can be applied to your next order during checkout.
      In the event the return item that we receive does not meet our return policy terms and deemed as unacceptable & you will be contacted to arrange for pickup or return shipping.

      Errors in your Order

      We double check all orders, but in the event we make an error and have shipped you the wrong product that was not on your order confirmation, please contact us within 4 days of delivery and we will be happy to correct it for you.

      Defective Goods upon receipt of order

      We do inspect all the products prior to shipping for manufacturing flaws or defects.  If for some reason we have missed something please contact us immediately, within 4 days of delivery.  If contacting us by email please include a picture of the defect. 

      Warranty Inquiries

      Some products come with a manufacturer's warranty as stated on the product's packaging.  If you feel your product is defective & it has a warranty please refer to the manufacturers guidelines.  Many of our manufacturers have convenient on-line forms that you can submit.

      Feel free to contact us if you have any questions or need additional help.

      Please note, warranties require proof of purchase, so please hang on to your receipt.  Warranty applies to original purchaser only, not items purchased from a third party. 

        Damaged Goods

        If any of the products you ordered arrive in a damaged or opened state, please ask the shipper to make note on their receipt of delivery and check your order.  If you discover damaged goods please contact us within 4 days of delivery.  If the shipping packaging was damaged or in an open state, please take a picture and do not discard the packaging, as we might need a photo of it to provide to our shipper for insurance purposes. Thanks!

        Can I cancel or make changes to my order?

        As we strive to process orders immediately, cancellations or changes may only be possible if you call immediately after placing your order at 250.754.3933 and speaking with one of our customer service associates at our store. 
        Once your order has been processed it can not be cancelled.  Refer to our Return Policy. 
        Note: We do not recommend emailing us, as it is possible that the email is not received before your order is processed.

        Store Credit Vouchers:

        Have no cash value, are non-transferable, and may not be resold, auctioned or traded. They are redeemable to the person to whom the Credit was issued to.  For Store Credit Vouchers issued in our Brick and Mortar store, please have photo ID available. 

        Returns due to Shipping Address Errors, Refused & Non-pickup:

        Returns or items not successfully delivered due to refusal, failure to pickup, shipping address errors, moved, or incomplete address errors provided by the customer, any return or rerouting shipping costs will be charged to the customer.
        If the shipment is returned, you will be contacted to have your order re-shipped and pay the both return and re-shipping fees. Free shipping is not eligible for reshipments..  If we do not reship your order, the return shipping charges charged to us by the shipper will be applied and deducted and the original shipping charge is non-refundable*.
          
        *Orders shipped with free shipping, will no longer qualify for free shipping and will be charged all shipping charges, including the cost to ship out & return.

        If the shipping charges exceed the value eligible for refund, then an invoice will be issued for payment.