Shipping Coverage
We currently ship to the United States, Canada, Australia, and Europe (select countries/regions). Specific available destinations are subject to the options shown at checkout.
Carriers
International carriers we cooperate with or may use include, but are not limited to:
International Express Couriers:
DHL Express / FedEx / UPS / TNT (carried through the FedEx network)
Postal & Cross-Border E-commerce Line Services:
EMS / USPS / Canada Post / Australia Post / Royal Mail, and other reliable international cross-border e-commerce logistics providers
Please note: We will automatically select the carrier based on the order and destination. Carrier selection by customers is not currently supported.
Processing Time
Orders are typically processed and shipped within 24–48 hours (excluding weekends and public holidays). During peak seasons or promotional periods, processing may take slightly longer. We will notify you via the order page or email if delays occur.
All returns must contact the returns and exchanges customer service at info@childmates.com to obtain the return address. Packages sent without contacting the returns and exchanges customer service in advance may not be accepted or processed.
Shipping Fees & Free Shipping
Free shipping within the U.S. on orders over $100
Free shipping on orders over US $200 to Canada, Australia, and Europe.
Shipping fees are calculated automatically at checkout based on the destination and selected shipping method. Free shipping eligibility and thresholds (if applicable) are shown at checkout and may vary by region.
Duties & Taxes
In some cases, you may be required to pay customs duties and import taxes. The amount varies depending on the regulations of the shipping destination.
Please note that these fees are the responsibility of the recipient in accordance with local customs and tax regulations. If taxes/duties are not shown as included at checkout, customs duties/import taxes are typically paid by the recipient.
Estimated Delivery Time
Delivery time depends on the shipping method selected at checkout and the destination. Estimated transit times are as follows (subject to checkout display):
United States: 3–7 business days
Canada: 7-12 business days
Australia & Europe: 7–15 business days
Please note: Delivery times are estimates and may be affected by weather, customs clearance, or carrier-related issues. If delivery takes longer than expected, we will notify you by email or SMS and assist with carrier investigation or alternative arrangements.
Order Tracking
Once your order ships, we will email you the tracking information. You may also visit our Order Tracking page and enter your order number to view the latest status. Please note that tracking updates may take up to 24 hours to appear.
Shipping Damage & Lost Packages
If your order is damaged during transit, please contact our customer support team within 3 days of receiving the item and provide photos or videos of the damaged packaging and product. We will verify the issue and, once confirmed, offer a free replacement or a full refund.
For lost packages, we will work with the carrier to investigate and provide a solution. You may be asked to provide tracking information and relevant communication records as supporting evidence.
Address Accuracy
Please ensure your shipping address is accurate and complete. If a package cannot be delivered or is returned due to an incorrect address, additional fees and/or delays may occur.
Shipping Exceptions & Issue Resolution
If any shipping exception occurs (e.g., tracking not updating for an extended period, misdelivery, damage, etc.), please contact us as soon as possible via our Contact Us page and provide your order number and tracking number. We will assist you in verifying the issue with the carrier.
Contact Us
Phone: +1(478) 213-0800
Email: info@childmates.com
Customer Support Hours: For any questions or assistance, please contact our support team. We strive to reply within 24 hours.
For assistance, please visit our Contact Us page to reach us.