Shipping Policy and Conditions


Special measures due to COVID 19

At this time we offer curbside pickup, $5 local delivery (within 20km) and standard shipping through Canada Post. Shipping through Canada Post is a flat fee of $10 for orders under $120. Over $120 is free! Please choose the appropriate shipping method from the drop down menu at checkout so your order will not be delayed.

For curbside pickup, you will be contacted when your order is ready to pick up. You can pick it up anytime Tues to Sat 10am - 4pm. Call when you arrive to pick up, and your order will be placed outside.

Local delivery (within 20km), all local deliveries will be made on Tuesdays. Cut off time for that Tuesday is noon on that day. There is a $5 fee or this service. Over $120 receives free delivery! Choose the "free shipping over $120" to receive free shipping.

For non-local delivery, there is a flat fee shipping charge of $10. Please choose this method at checkout. If the shipping fee is not charged at checkout it will cause a delay with processing your order and the fee will need to be charged separately.

Free shipping for orders over $120. Choose this method if this applies to you! Some restrictions apply -- items that are unusually large or heavy (ie the Grimms Stepped Pyramid or a Balance Board ) may be charged additional shipping fees. You will be contacted in these circumstances. Addresses considered to be remote locations by Canada Post may be subject to additional shipping fees at our discretion. You will be contacted in this case.

Parcels shipped through Canada Post will be shipped Tuesdays and Fridays.

Shipping is only available within Canada at this time.

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Citizen Kid is a brick and mortar store in Hamilton, Ontario. Our prices are listed in Canadian dollars.

Returns

We're happy to offer returns/exchanges on products you have decided against. Please be aware, returns must be made within 30 days of purchase. No returns, exchanges or credits will be given after 30 days. Items must be in original condition with all packaging and tags intact.

Contact us (info@citizenkid.ca) before making a return to obtain a return authorization. Returns will not be accepted for items without authorization.

Returned items must be postmarked and on their way back to Citizen Kid no later than seven days after obtaining an authorization. Please be aware that the customer is responsible for all return shipping fees. It is recommended that a tracked service is used as we cannot provide a refund for items we don't receive.

If an order originally received free shipping and a return makes it fall below the free shipping threshold, shipping for the original order will apply and be deducted from the return.

Many of the toys we sell are natural products which have natural markings present. These one-of-a-kind toys have the inherent qualities of materials found in nature. Marks and wood grain vary greatly and are considered beautiful. It's what makes your particular item special! If you receive an item with unique marks, these are not considered defects, they're part of the experience of playing with wooden toys. We will not accept returns/exchanges based on the natural variations of wood products. If you have concerns, please contact us before making your purchase.

We do our best to accurately feature the products on our website, but we are human and make mistakes! If something you ordered isn't what you thought it was, contact us at info@citizenkid.ca.

Refunds

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment. It may take a few days for the refund to reflect in your account or on your credit card, as the time frame for different methods vary.

Shipping charges are non-refundable.

Late or missing refunds (if applicable)

If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at info@citizenkid.ca

Sale items 

Sale items are final sale. Sale items cannot be returned or exchanged.

Exchanges

We only replace items if they are defective or damaged when you receive them. If an item has a manufacturers defect, please connect with us! We'll exchange the item if it's available or offer a refund. Happily, these instances are rare and we deal with them on a case by case basis. Email us at info@citizenkid.ca

Many of the toys we sell are natural products which have natural markings present. These one-of-a-kind toys have the inherent qualities of materials found in nature. Marks and wood grain vary greatly and are considered beautiful. It's what makes your particular item special! If you receive an item with unique marks, these are not considered defects, they're part of the experience of playing with wooden toys. We will not accept returns/exchanges based on the natural variations of wood products. If you have concerns, please contact us before making your purchase.

Shipping a Return

Before shipping your return product, email us (info@citizenkid.ca) to retain a return authorization. In your email, please include the following:

- your order number

- the product(s) you'd like to return

- photos of any defects/damage if it applies

To return your product, mail your product to: 188 Locke St S, Hamilton ON L8P 4B3, Canada

Please ensure the return is well packaged to prevent any damages in shipping. If an item is damaged due to poor packaging, we cannot accept it for refund.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable.

Please consider using a trackable shipping service or purchasing shipping insurance. We can’t guarantee that we will receive your returned item. If we do not receive it, we cannot issue a refund.