Frequently Asked Questions - Retail Customers

(If you are a Wholesale Customer, please see the Terms and Conditions document that is available in the Retailer Area.)

Many general questions are addressed below. If you can’t find an answer to your question, or you just don’t like reading FAQ's, give us a call or send us an email:
customercare@wildkin.com
615-386-7110

How quickly do you ship?

Did you just place an order? We’ll probably ship it before you’re done reading this paragraph. Ok, we’re not that fast – but as long as the item(s) in your order is/are in stock, we will generally ship your order within 1 business day.

I need my order delivered super-duper fast – can you expedite it?

Yes – expedited shipping is available at checkout. HOWEVER – for most of the year please note that orders received after 10:00 AM EST will usually ship the NEXT business day; so for these orders, 2-Day shipments will arrive by the 3rd business day, and Express Saver will arrive by the 4th business day. Saturdays are not business days (even if you have to work on them). During the super-busy Back to School and Christmas/Holiday seasons, please allow for an extra day. Confused about what shipping option to use – don’t guess, give us a call! We’re not experts, but we’ve got some shipping smarts.

Do you ship to Canada, Alaska, or Hawaii?

We can ship wholesale orders to any of these places provided your order meets the following requirements: The order must be for at least $300 of merchandise, and you must provide a UPS or Fed Ex number for shipment.

Unfortunately, orders may not be placed online, so please email sales@wildkin.com with details.

If you are an individual and your order is less than $300, we can direct you to some of our retailer customers who will be able to take of you. Please contact customercare@wildkin.com for a list of authorized resellers that can hook you up.

Do you ship to PO and APO/FPO boxes?

Unfortunately, our UPS account does not allow us to ship to PO/FPO/APO boxes at this time. Our sincere apologies for the inconvenience.

How can I modify or cancel my order?

Orders can only be modified or cancelled before they ship. And we ship super fast, so stop reading these FAQ's and contact customercare@wildkin.com or call us at 615-386-7110 right away!

What is your return policy?

Dissatisfied? Bought the wrong backpack? Your kid suddenly hates the color green? Here are the four steps to a successful return:

1) Items must be returned in new condition, with tags and the original packaging (we’ve had a couple of really funky nap mats mailed back to us over the years…not cool). You can return any product within 30 days of purchase.

2) You’ll need an RA number. Contact customercare@wildkin.com to request an RA. Please don’t send us a package without an RA number – it will drive our warehouse manager crazy. And please do not ship your unwanted items to our office or PO Box! Do any of these things and the issuance of your credit may be delayed.

3) Alas, you must pay to ship the return back to us. All returns are subject to a restocking fee of 20%. We can waive your restocking fee if you would like reorder a different item, but you will still be responsible for all shipping costs.

4) Please save your tracking number for your return – we can’t credit you for anything that gets lost in mail.

What if I receive a defective item?

Oh, no! Did you receive a defective item? It's a rare event, but it has happened.
Please contact customercare@wildkin.com and we will get you taken care of asap.

What payment methods do you accept?

We accept Visa, MasterCard, American Express, and Paypal. Pre-pay by check is unusual, but we’ll do it for you check-lovers out there – we ship as soon as your check clears. Please contact customer service to make arrangements.
We love smiles, but do not accept them as a form of payment at this time.

Darn it, the item I want is out of stock.

You can put an order in now and we’ll ship the item when it becomes available. You’ll receive an email asking you how you’d like to proceed with your order... don’t forget to let us know - we’re on the edge of our seats here!

Darn it, the item I want doesn’t exist.

Have a product or pattern idea? Let us know – we just might make it!

Do you have a retail location or a list of retailers in my area?

We hope so. Click the link at the bottom right of any page to Find A Store, and search by all kinds of ways to see the closest store near you.

How can I contact Wildkin?

For general inquiries, comments, or concerns, please contact us via email at customercare@wildkin.com

If you have an urgent issue or a really good joke, or just prefer using the phone, please call us at 615-386-7110 between the hours of 9am and 5pm MST M-F.


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