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Return Policy

We hope you enjoy your purchase! However, if you wish to return an item, please review our Return Policy below and contact us within the applicable return period. We will be happy to assist 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
  • Items due to health & hygiene reasons:
    • Skin & body care products
    • Undergarments, swimwear, & nursing supplies.
    • Soothers, pacifiers, teethers.
    • Feeding items
    • Face Masks

All Shipping, Import and Delivery Charges are non-refundable.
(this includes all fees charged for importation such as taxes, tariffs, duty, brokerage, customs)

      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, this includes Pickup orders.  

      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 day Refund, from date of purchase, eligible for Refund.
        Refund is on original form of payment/tender
      • 30 days from date of purchase, on regular priced products are 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, on sale priced products eligible for a Web Credit  to be used on any future purchase.

      Special Orders and Pre-Orders are a Final Sale.

      In-store Pickups, the Return Policy starts from date of purchase. 

      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, Import & Delivery Charges are non-refundable.

      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

      A Return Authorization is issued with the understanding that all returned items must be in their original condition and comply with the terms outlined in our Return Policy.
      If you have any questions or concerns regarding your return, please contact us and we will be happy to assist you.
      Returns received that do not meet our return policy requirements will be considered unacceptable. In such cases, you will be contacted to arrange pickup or payment for return shipping costs.

      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 your return carefully to prevent any damage to the merchandise and its packaging, during transit. We recommend using the original shipping box  your order was delivered in, provided it is still in good condition and was not damaged during delivery.

      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 your returned item(s), they will be inspected and verified to ensure they meet the terms of our Return Policy. After approval, we will process your return accordingly.

      If your return is eligible for an exchange for Web Credit, we will email you a Web Credit that can be applied to your next order during checkout.

      If the returned item(s) do not meet the conditions outlined in our Return Policy and are deemed unacceptable, you will be contacted to arrange pickup or payment for return shipping costs.

      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 inspect all products prior to shipping for manufacturing flaws or defects. However, if something has been missed, please contact us immediately within 4 days of delivery.

      If you are contacting us by email, please include a photo of the defect so we can assist you as quickly as possible.

      Warranty Inquiries

      Some products include a manufacturer’s warranty, as stated on the product packaging. If you believe your product is defective and is covered under their warranty, please refer to the manufacturer’s guidelines for assistance.

      Many manufacturers  provide convenient online forms that you can submit directly to initiate a warranty claim.

      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.

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

        Items not successfully delivered & returned:

        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 addresses provided by the customer, any shipping costs incurred will be applied towards the value of the order.  

        International orders: Tariff and all import fees are the purchaser's responsibility to pay. They are not eligible for a refund.  The purchaser will need to contact their customs agency to apply for any refunds.

        Orders returned that were 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 shipping.  

        Once your order is successfully* returned, you will be contacted discuss reshipping options.  

        *We do not take responsibility for non returned shipments due to refusal of delivery, non-pickup, shipping address errors, moved, or incomplete address provided by the customer.

        In-Store Pickup On-line orders past 30 days


        We will hold your pickup order for up to 30 days.  We know life can get busy, if you decide you can’t pick up your order within this time, please contact us to arrange for shipping options.  Pickup orders over 30 days will be considered returned, as per our Return Policy and emailed a credit voucher. 

        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.