ONLINE RETURNS

30 DAY RETURN POLICY


Customers have 30 days (from when they receive their order) to initiate a return or exchange through kidcitystores.com via phone, email or through our website. A refund will only be issued for unwashed & unworn merchandise.  Please keep in mind the tags must also be intact for apparel and boxes must be unopened for toys and electronic devices.  If any merchandise is not returned in the specified condition, the returned order will be reshipped to the customer.


If you want the refund to be applied to a gift card, we have that option as well. The original shipping cost will not be included in your refund. Customers are responsible for purchasing his/her own return shipping label.  Upload your return tracking information to the RMA through kidcitystores.com or email us at support@kidcitystores.com and a customer service representative will be more than happy to update your RMA.  This will help our customer service staff track your return in a timely manner.  


No Refunds or Exchanges will be given on any open packages, underwear, bathing suits, and sale or out of season merchandise


RECEIVING AN RMA AND RETURNING YOUR ITEMS

Follow these steps:

 

Note: You can only manage your order if you have an account

 

  1. Log into your account on kidcitystores.com.

  2. Go to “Return your Merchandise”.

  3. Request a new RMA.

  4. Choose your Order.

  5. Select which product you would like to return or select all products to return the full order

  6. Enter the correct information in the form below.

  7. Once you submit the request you will be able to add an additional comment and attach any relevant pictures / files (e.g. if an item or box has come damaged, take a photo and attach it).

  8. You will then receive an “RMA pending request” email.

  9. Whether your request is approved or denied, you will receive an email with further instructions.

  10. If your return is approved, you will receive an email with additional return instructions.


Please note that you are responsible for shipping and handling charges on returned or exchanged items, and that you bear the risk of loss during shipment.  We recommend that you insure your return shipment against loss or damage and that you use a reputable carrier. You have 15 days to return your item from the day your RMA is approved.


EXCHANGES


We would like to make the exchange process as quick and painless as possible. Here are a few simple steps on how you can get started.


  • Create a “Return Merchandise Authorization” (an “RMA”) online by logging into your kidcitystores.com account or call our customer service line and a representative will be more than happy to help you create an RMA (please reference the RMA section below).

  • Once your return is approved visit kidcitystores.com and purchase your new item.

  • Package your item(s) to exchange (please reference the Item Condition section below).

  • Upload your exchange tracking information to the RMA through kidcitystores.com or email us at support@kidcitystores.com and a customer service representative will be more than happy to update your RMA.  This will help our customer service staff track your return and facilitate your exchange in a timely manner.

  • Once your exchange item is confirmed as delivered to our warehouse please allow 5-10 business days for your exchange to be processed.

 

ITEM CONDITION


We will only accept returns or exchanges for items in new condition. This means the items must be shipped back to us exactly as you received them. No Refunds or Exchanges will be given on any open packages, underwear, bathing suits, and sale or out of season merchandise

Items should be returned new, unworn and with all tags still attached. In addition, all items must be returned in their original packaging. We will not accept merchandise which is not received accordingly.

If you have questions or concerns about your item’s condition, please call us at your convenience. 

 

DAMAGED OR DEFECTIVE ON ARRIVAL


If a package arrives and the box is visibly damaged on the outside, inspect the contents before signing for the package!  If you do receive or sign for a package and you later notice that an item is damaged or defective you have 2 business day to report this to our customer service team by phone or email. We will send you a free shipping label to return the item, and we will replace it as soon as possible.

 

PROCESSING TIME


Once your returned item arrives at our warehouse please allow 5-10 business days for us to process your refund, or provide you a credit. Please note that depending on your credit card company it may take another 5-7 business days for your refund to appear on your statement.

 

SALE ITEMS


We do not accept returns or exchanges on products designated as sale items or final sales. However, if a sale item is damaged or defective we will replace it following the same guidelines for damaged or defective products stated above.

  

IN-STORE EXCHANGES FOR ONLINE ORDERS:

 

Online orders can be only exchanged in-store at one of our retail locations.  You must have your receipt and the returned product must be new, unwashed,unworn and with all of the tags still attached. You must process your return within 30 days of purchase.

No Exchanges will be given on any open packages, underwear, bathing suits, and sale or out of season merchandise.


For online order returns, please see our online return/exchange policy above.

If your items was purchased in-store it can't be return or exchange to the warehouse, must be return in-store.