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Shipping & Returns
For non-furniture items, our shipping carriers are UPS and FedEx. Once you place an order with Tots to Teens and it has been shipped, you will receive a tracking number with the delivery company to track your shipment via e-mail. Shipping charges are determined based on the total amount and weight of your order. These rates apply only to orders shipped via ground shipping within the contiguous US.
Your furniture purchase deserves a special degree of handling and delivery. To achieve the highest customer satisfaction, we provide White Glove Delivery Service (WGDS) that is designed to ensure that your purchase arrives damage free and in a timely manner. We choose this option for many reasons. With WGDS we can guarantee that your items will be handled with the utmost care. Boxes will not be thrown around or stacked on top of each other, and instead of being delivered curbside or placed right inside your door, they will be delivered and set up in the room of your choice. This ensures the quality of the product delivered. We want our customer’s complete satisfaction from ordering to arrival of your order.
With WGDS, your furniture will arrive on time and you can rest assured it will be in perfect condition. Once the furniture arrives at the warehouse closest to your home, your furniture will be opened and inspected by our WGDS company. Once your furniture passes a complete inspection, you will receive a call from the WGDS company to schedule a delivery date and time. The furniture is then delivered to the room of your choice and carefully set up by the professionals from the WGDS.
The WGDS includes assembly of all your furniture including cribs and/or beds. All packaging and debris from your furniture will be removed from your home. Please note that you must be present to receive your delivery. No returns or refunds will be made following the WGDS.
Our WGDS fees are very comparable to the standard delivery fees of other companies. Our WGDS rates are calculated as you add items to your shopping cart. For a location that is within 200 miles from Tots to Teens, we will provide our in-house WGDS and a flat rate will be used regardless of the number of pieces purchased. For a location farther than 200 miles from Tots to Teens, we contract a trusted WGDS company that we have a great relationship with and shows the utmost professionalism. The more items you purchase, the better value your delivery rate is!
Please allow up to 2 weeks for an order to arrive after it has shipped depending on your location. Occasionally, due to high demand, manufacturers may place their products on back order for a certain amount of time. If this happens, you will be notified immediately of the expected ship date of that item via email. All back ordered items will ship immediately after being available unless the order has been cancelled. If you would like to cancel a delayed order, please send an email to email@example.com requesting cancellation for a full refund. You will receive an email confirming your cancellation as long as your item has not shipped. If your order has already shipped and you would like to cancel, please see our return policy for more information.
Tots to Teens prides itself on 100% customer satisfaction. If you are not completely satisfied with your purchase you may return your purchase in its original condition and packaging for an exchange, store credit, or a refund.
To make a return, please call us within the first 10 days of receiving your item to obtain a return authorization number. This number is valid for 7 business days. Please clearly label your item to be returned with your return authorization number. Returned items must be received at Tots to Teens within 7 days of being issued the return authorization number.
Once we receive your return, we will issue you a credit. If we receive your return without a valid return authorization number or if we find that the returned merchandise has been used, your merchandise will be sent back to you at your expense. We encourage all customers to send returns via insured mail for protection against any damages or loss. We cannot refund shipping costs. The return shipping costs are the responsibility of the customer. If you choose to return an item that was shipped free of charge, you will receive a refund for the item minus the appropriate shipping costs and minus a restocking fee. Some items may be subject to a re-stocking fee of up to 20%.
Special Order items and custom-made orders cannot be returned. You have 2 business days from original order date to cancel a special order/custom-made item. All bargain items are final sale policy.
Feel free to contact us via the Contact Us page if you have any questions.
Rarely, items may get damaged during shipping. As a precaution, inspect your package prior to accepting the order from the delivery company. If your items are damaged, please contact us via the Contact Us page. We will replace damaged parts or ship you a brand new item at our discretion and at our expense. We will pay for the shipping cost for you to return the damaged items. Requests for replacement parts will be addressed in a timely manner.
For non-furniture items, you have 30 days from the time your item arrives to report any defects to Tots to Teens. After 30 days of the arrival of your package, please contact the manufacturer directly for warranty information. We replace defective non-furniture items up to 30 days after the arrival of your item. Please see our White Glove Delivery Service section above for details about defective furniture.