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FAQ

What is in stock?

How do I know what is currently in stock?
You can view inventory availability on the product page.
For items that come in various options, like sizes:  By default the first item option with stock will be selected & will show the stock for that option. Options that are sold out will have a "x" in the option swatch.  
Exception to this rule:  If the items have various option levels.  For example shoes that come in two widths.  You will need to choose the width first, then click on each size to find out what the stock availability is.  Swatches will only display a "x" for sold out if both widths in that size are sold out.

Check Out Help

What method of payments do you accept?
Visa, Visa Debit, MasterCard & Applepay
All prices are in Canadian dollars
(In our brick and mortar store we also accept Cash, Debit, Visa & Mastercard)

Billing Address:
Your billing address is the address that is on your Credit Card statement. 

Shipping Address:
The address you wish us to ship your order to.

Shipping to a different address than the Billing address:

On the Shipping Method page - Enter the shipping details where you would like the order shipped & continue to payment method page.
On the Payment Method page - in the Billing Address field select "Use a different billing address"  Note:  the "Same as shipping address" will be selected by default.

**Important: The billing address must be the same as the credit cardholder’s mailing address or the payment will be declined due to AVS (address verification check). Extra security feature to ensure that the payment is being made by the genuine cardholder**

Shipping information: See Shipping Policy page.

Shipping cost not updating while in checkout

Once you select your shipping method in the "Shipping Method" page on the checkout stage, this information is saved in the checkout.   However, if you decide to make any changes to the cart after you have selected your shipping, by adding or removing items, the checkout page will need to be refreshed to show the updated shipping charges. 
To Update or change shipping charges/method:

    1. Make your changes to your order, by adding or removing items in your cart.
    2. Select "Checkout" button
    3. If you have already selected your shipping method previously, you will automatically be taken to the "payment method" page.  You will notice the shipping charges have not been updated.
    4. Click on "return to shipping method".  This will refresh your shipping options.  Select correct option or default option then proceed to payment.
Note:  if you don't do step 4, if you select "complete order" in the payment page, it will automatically refresh the charges to the lowest rate :)

Change Shipping Method when in Payment method stage.

If you only want to change your shipping method, not modify your cart.
Click on "return to shipping method" while in the "payment method" page.  You will be able to select the shipping option.

 

Payment Authorization Security & Help

Our payment Risk Analysis checks for:
*Billing Address Check:  must match the billing information on your credit card statement, including the postal code/zip code.
*CVV Check:  CVV verification code must match your credit card.
*IP Address Check
Note: If you are ordering from an internet connection that is considered "high risk".  Ie: a Web Proxy. Your payment might be declined.

If ordering outside of Canada some credit cards have restrictions for cross-border usage so please check with your provider.

Order Submitted & Shipping

How do I know you received my order?
Once your order is received, an automated confirmation email will be sent to you.  If you haven't received one, it is possible you might have entered your email address incorrectly. Please contact us by phone or through our contact form on our website.

How will I know that my order is shipped?

Once you place your order we strive to ship your orders within 3 business* days.  If there are any delays more than 4 business* days we will notify you.
*Business days are Monday to Friday, excluding statutory holidays

Once your order is shipped, we will email you a shipping confirmation email and tracking number. Please allow some time for your tracking status to be available/updated. There is a delay between the time the shipping label is created and the actual time the shipper processes it in their facilities.

Within Canada, shipping takes approximately 2-8 business* days depending on your location. Shipping to remote areas will take longer or if there are any severe weather delays.
Orders shipped to the United States might experience delays due to Customs or by any other regulatory authority.

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. 

If your order has been processed and shipping has been created it can not be cancelled. 
Refer to our Return Policy if you wish to make a Return.

Product colour or packaging looks different from what is displayed on our website

It is possible that colour and packaging might not be exactly as shown. 

Out of Stock

"Sold Out" items notifications:

Yes, we can inform you when sold out items are back in stock.  Simply go to the product's page and you should see "Click here to be notified by email when..... comes back in stock".  Click the "here" and a box will pop up for you to enter your email.  
Note:  anything on sale will be a clearance item and we will not be expecting more stock.  

Incomplete Orders:
If for some reason an item that is ordered is out of stock, we will notify you before processing and shipping your order to verify the acceptance of a shipment. 

Do you have a fitting guide for products?

Yes we do!   See our Shoe & Size Guide page.

Do you Gift Wrap?

Yes we do! You can select the Gift wrapping option in the Cart page.  It is only $3.99.
We will provide a complimentary Gift Note, or you can purchase a Card and we will write your personal note inside.  
Please indicate your message in the "Gift message" box and we will be happy to include it in the gift.

How can I contact Pumpkin Pie Kids?

You have 3 options:

  1. Call us at our store during business hours at 250.754.3933
  2. Fill in our Contact Form
  3. Email us at orders@pumpkinpiekids.com

Do you sell Gift Certificates?

We sell Gift Certificates in our store in Nanaimo.
Sorry, at this time we do not sell them on-line, but we hope to have this feature in the future!

Can I redeem my Store issued Gift Certificate or Exchange Voucher on-line?

Sorry, Gift Certificates and Exchange Vouchers that are issued in our store in Nanaimo can not be redeemed on-line.  We are sorry for this inconvenience. This is something we hope to have in the future.

 

 

     

     

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