FAQ

FAQ

WHAT IS YOUR INSTORE NUMBER? You can use the store locator to find the nearest local store and its phone number. If you are having difficulty finding the number of a local Kid’s City location you can call our flagship retail store at 718-993-7249 and we can transfer you to the appropriate store.


How do I cancel an order?  To cancel an order you must call customer service for assistance. Phone: (646) 699-7806  Email:support@kidcitystores.com‬‬‬


Can I apply a coupon code afterward? No, coupons and webcodes offering discounts on your entire purchase cannot be applied toward previously placed orders or prior purchases.


Why was my order canceled?  Your order was likely cancelled because a product was Out of Stock or was flagged by our system as potential fraud. If you would like a more specific answer please contact customer service. Phone: (646) 699-7806  Email:support@kidcitystores.com‬‬‬


Can I adjust my order quantity/ sizing after I placed it?  No changes can be made once an order is placed.  If you want to do an exchange please visit our return/exchange policy page.


Do you adjust orders to reflect price changes?  – We accept requests for price adjustments on items that were full priced when you placed your order and went on sale on the condition that you contact us about the price difference within 7 days of your purchase.


Do you ship to international addresses? Unfortunately, we do not ship internationally at this time.


Are bulk orders available to schools and other institutions? Please email customer service, support@kidcitystores.com‬, with your request and we will consider your bulk order request on an individual basis. Please include estimated quantities and, if applicable, a link to you institution.


How do I track my order?  To track your orders create an account with our website and log in. If you cannot create an account contact customer service. (phone: (646) 699-7806  email:support@kidcitystores.com‬‬‬)


Why is my order on hold? Your order processing I paused while we verify your purchase or modify a technical issue. For further assistance please reach out to customer service. (phone: (646) 699-7806  email:support@kidcitystores.com‬‬‬)


What type of payments do you accept?  We accept credit cards and debit cards. We do not accept international debit cards, international credit cards, nor do we accept in-store store gift cards.


Can you use an in-store gift card online? Unfortunately, we cannot accept in-store gift cards online.


Will I be charged tax on my order?  Sales tax will apply to your order if there is a Kid’s City store in your state. We currently have stores in the following states:

  • New York

  • New Jersey

  • Pennsylvania


How do I make a return? – Please see our Return Policy

How do I make an exchange online? We can only make an exchange in-store. If you ordered a product online and wish to exchange it you can purchase the correct size with another online order and return the original product. For more information on returns please see our returns policy.


CAN I MAKE AN EXCHANGE AT ONE OF YOUR RETAIL LOCATIONS?

Yes, online orders can be returned or exchange in-store at one of our retail locations.  A receipt/ packing slip must be on hand and the returning product must be unworn with all of the tags still attached. You must process your return within 30 days of purchase.

The returned purchase costs will be refunded to the debit or credit that you used to place the order. We do not give cash back for returns. For online order returns, please see our online return policy.


How do I know a product will fit correctly? For all sizing questions please see our size chart here. Please keep in mind that each brand varies.

Where’s my confirmation email?

If you’ve made an account with us you can log into your account and check your order. If your order is on hold you will not receive a confirmation email (please see: Why is my order on hold?). If your order is not on hold, please contact customer service to confirm your email address is correct or if there are other any technical issues.


HOW CAN I FIND A KID’S CITY STORE?

You can find a Kid’s City store location by clicking the store locator section of our website. Each store is listed by state.

 
WHAT IS YOUR POLICY REGARDING FRANCHISING?

All Kid’s City locations are owned and operated by Kid’s City Inc. We thank you for you interest, but we do not franchise.

 
WHAT IS YOUR POLICY REGARDING WHOLESALING?

Kid’s City does not wholesale merchandise.

  

CAN YOU SEND ME A FREE PRODUCT OR DISCOUNT COUPON?

Please join our mailing list to receive all of our promotions. You can also find discounted products at our stores.

 
HOW DOES KID’S CITY APPROACH CREDIT CARD FRAUD?

Shopping on kidcitystores.com is safe and we plan on keeping it that way. Kid’s City is committed to the prevention and prosecution of online credit card and mail fraud. To protect our clients, our actions may include:

  • Examination of all orders for fraud indicators

  • Verification of Cardholder identity

  • IP tracking and registry

  • Issuing a summons through our attorney to your ISP

  • Telephone contact with the cardholder

  • Confirmation of a valid, commercial e-mail address

  • Shipping with signed authorization required

  • Reporting all fraudulent and chargeback purchases to local, state and federal authorities


If you make a charge and then refuse its validity or enact a chargeback, Kid’s City will vigorously challenge all claims.
 
We regret that on rare occasions these measures may inconvenience legitimate customers.

Please note that orders that are declined by our internal fraud system are subject to cancellation.

In the rare event that a fraudulent order is not detected by our screening process, Kid’s City has the right to report the fraud to the appropriate legal authorities and provide them with the necessary information to complete an arrest and effective prosecution. The fraud will be reported to your Internet Service Provider for action under their Acceptable Use Policies. We may also initiate civil action against you.

BE AWARE: Credit Card Fraud Conviction Carries Penalties up to 10 Years Imprisonment and/or a $10,000 fine.

U.S.C. Title 18, Section 3056, Subsection (b), specifically authorizes the United States Secret Service to detect and arrest any person who violates federal criminal laws relating to credit card fraud and related activity in connection with computers and/or access devices.

Remember: this is for your protection as well as ours. We want you to shop worry-free! 


CAN ONLINE ORDERS BE RETURNED OR

 
I AM LOOKING FOR A CERTAIN ITEM. HOW DO I FIND OUT IF YOU CARRY IT ONLINE?

For product inquires such as size, style, pricing, and availability please use the search box or contact Kid’s City Online customer service department. If you cannot find something specific by using the search box, you can contact customer service. Our customer service personnel are equipped to research any item that you want in the store's system. Phone: (646) 699-7806  Email:support@kidcitystores.com‬‬‬



I AM LOOKING FOR A CERTAIN ITEM. HOW DO I FIND OUT IF YOU CARRY IT IN A STORE?

For product inquires such as size, style, pricing, and availability please contact your local Kid’s City store for additional assistance. Our store personnel are equipped to research any item that you might need additional information on. If the item you are looking for has been found at another Kid’s City location, the item can then be transferred to any Kid’s City in your area for you to purchase.

You can use the store locator to find the nearest store and its phone number. If you are having difficulty finding the number of a local store you can call 718-993-7249 and we can transfer you to the appropriate store.