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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 receipt.
    Returns past policy dates are not returnable.
  • If you are shipping back your return you will require a Return Authorization Number (RA).  (see below)
  • 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. Used, worn, soiled or washed items, items with product tags/label removed or seals broken are not acceptable.
    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
  • Gift Wrapping
  • Shipping Charges
  • Items due to health & hygiene reasons:
    • Skin & body care products
    • Undergarments, swimwear, & nursing supplies.
    • Soothers, pacifiers, teethers.
    • Feeding items

      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 are non-refundable.

      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

      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 (in the form of a discount code) to be used on any future purchase.

      SALE/DISCOUNTED Products:

      • 14 days, from date of purchase, eligible for a Web Credit (in the form of a discount code) to be used on any future purchase.

      Special Orders are non-refundable.

      GIFT RECEIPT

      • 14 days, from date of purchase, on sale priced products eligible for a Web Credit (in the form of a discount code) to be used on any future purchase.
      • 30 days, from date of purchase, on regular priced products are eligible for a Web Credit (in the form of a discount code) to be used on any future purchase.

      Web Credit: is offered in the form of a "Discount Code".   Where you can apply to any future purchase.

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

      Exchanges are processed as new orders:
      If you wish to exchange the product you are returning, please place a new order on our website.  If your return is eligible for Web Credit, we will issue you a discount code to be used when you place your new order.  If you wish to place a new order right away, no problem! 
      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, 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 Credit Discount Code 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 

      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 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. )

      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.

      Returned item received by Pumpkin Pie Kids

      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 Credit Discount Code, 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.

        Exchange Credit Voucher & Credit Discount Codes:

        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 Exchange Credit Vouchers issued in our Brick and Mortar store, please have photo ID available. 

        Returns due to Shipping Address Errors & Non-pickup:

        Returns due to failure to pickup, refusal of package, shipping address errors or incomplete address errors provided by the customer, the shipping cost will be the responsibility of the customer.  You will be contacted to have your order re-shipped and pay the additional shipping fees.