Shipping
Where do you ship?
We currently ship to the United States, Canada, Australia, and Europe. Shipping methods and rates are shown at checkout based on your address.
Do you offer free shipping?
Yes — Free standard shipping on U.S. orders $100+ (before tax, after discounts).
How long does order processing take?
Orders are typically processed within 1–2 business days (excluding weekends and holidays). Once shipped, we’ll email you tracking details.
What are your estimated delivery times?
Delivery time estimates start after your order ships (not the order date).
U.S. Standard: 3–7 business days; U.S. Expedited: 2–5 business days
International Standard (Canada/Australia/Europe): 7–12 business days; International Expedited: 5–8 business days
Actual delivery can vary due to carrier delays, weather, transportation disruptions, or customs clearance.
How can I track my order?
After shipping, you’ll receive an email with the carrier, tracking number, and tracking link.
You can track via the carrier’s website or our Order Tracking page.
What if my tracking shows “Delivered” but I didn’t receive it?
Please check with household members/neighbors/building mail room and contact the carrier first. You can also email us and we will assist where possible.
If the carrier confirms the shipment is lost in transit, we’ll offer a replacement or refund depending on the situation and item availability.
Note: we’re not responsible for packages marked “Delivered” to the correct address, but we can provide reasonable assistance and supporting documents for claims.
What if I entered the wrong shipping address?
Please make sure your shipping address is complete and accurate at checkout. We are not responsible for delivery issues caused by incorrect/incomplete addresses.
If you need to update your address, contact us as soon as possible — changes are not guaranteed once processing has started.
Returns & Exchanges
What is your return window?
Eligible items may be returned within 30 days of delivery (subject to condition requirements and non-returnable items).
What items are eligible for return?
Items must be unused and in resalable condition, unless the item arrived damaged/defective/incorrect.
We apply condition rules by category:
Kids’ Clothing & Wearables: unworn/unwashed (trying on is OK), tags where applicable, no stains/odors/signs of wear
Toys/Books/Play Items: unused/unassembled, all parts included, packaging intact (sealed items must remain sealed)
Baby & Hygiene-Sensitive Items: only eligible if unused and in original sealed packaging with hygiene/tamper seal intact (unless damaged/incorrect)
What items are final sale / non-returnable?
Items marked FINAL SALE or Clearance are not eligible for return or exchange. Free gifts/promotional items may also be non-returnable (if applicable).
How do I start a return?
Please email info@childmates.com and include your full name and order number.
Contact us before sending anything back so we can confirm eligibility and provide return instructions.
Do you charge restocking or processing fees?
No — we do not charge any return processing fee or restocking fee.
Who pays for return shipping?
Return shipping costs are the customer’s responsibility unless the item arrived damaged/defective/incorrect.
Please use a trackable method — we’re not responsible for returns lost in transit without tracking.
Do you offer exchanges?
Yes, exchanges are supported when inventory is available. Email us with your order number and the item/size you want.
For faster service, we may recommend placing a new order once your return is approved. Exchange shipping costs may apply (we’ll confirm by email).
How long do refunds take?
Please allow up to 7 business days after we receive your return for inspection and processing. Approved refunds go back to the original payment method.
Banks/payment providers may take an additional 3–10 business days to post the refund.
What if my item arrived damaged or incorrect?
Please email info@childmates.com within 7 days of delivery with your order number and clear photos (and shipping label if possible).
If approved, we may provide a prepaid label and/or send a replacement depending on the situation and stock availability.
Do you honor EU/UK 14-day withdrawal rights?
Yes — if you are in the EEA or UK, you may have a legal right to withdraw within 14 days. The policy explains deadlines, refunds, and exceptions (including hygiene-sealed goods once unsealed, if applicable).
Customs, Duties & Taxes (International)
Will I have to pay customs duties or import taxes?
International orders may be subject to customs duties/import taxes/clearance fees required by local authorities. These charges are not included in the product price or shipping cost and are the recipient’s responsibility.
Are duties/taxes refundable if I return an international order?
No — any customs duties, import taxes, and clearance fees are non-refundable and remain the responsibility of the recipient.
Do international returns take longer?
Yes — international delivery/return transit times may be longer due to customs and local carrier processing. International customers are responsible for return shipping and proper customs declarations.
Payment & Checkout Issues
What payment methods do you accept?
Payment methods may vary by location and are displayed at checkout. Payments are securely processed by third-party payment processors, and we do not store full card numbers.
Why did my payment fail or get declined?
Payment cards are subject to validation checks and authorization by your card issuer. If we do not receive authorization, the order will not be successfully placed.
Common fixes:
Double-check billing details (name, ZIP/postcode, address)
Ensure sufficient funds/credit limit
Try another card/payment method shown at checkout
Contact your bank/card issuer to approve the transaction
Try again after a few minutes (some issuers temporarily block repeated attempts)
If it still doesn’t work, email us at info@childmates.com with any error message you saw and we’ll help you troubleshoot.
Cancellations & Order Changes
Can I cancel my order?
Cancellations are only possible before an order is processed or shipped. If already shipped, it can’t be canceled—please refer to the Return & Exchange Policy after delivery (eligible items only).
How do I request a cancellation?
Email info@childmates.com with your full name, order number, and the item(s) you want to cancel.
How long do cancellation refunds take?
If the cancellation is successful, refunds are typically processed within 1–3 business days, and your bank/payment provider may take additional time to post it.
Contact Us
If you need help with shipping, returns, payments, or anything else, contact us anytime:
Email: info@childmates.com · Phone: +1(478) 213-0800 · Address: 207 Myles Ln, Bonaire, GA 31005, United States, USA