FAQ
Below is a list of frequently asked questions. Please click on the question that most applies to you. If that one does not answer your query, please take a look at another question that closely relates to what you are looking for. Others may have asked your question another way.
If you do not find the answer you are looking for here, please contact us via email or by phone toll-free (800-406-8735, 253-534-8825). Customer service representatives are available from 10 -5 PM PST, Monday through Friday.
We will continue to refine this FAQ to reflect the kinds of questions our customers ask. So please let us know if there is something we’ve forgotten to add and our team will review how best to improve the FAQ area.
Thank you for shopping at ChildTrek.com.
Contact Us
Orders
- What are your shipping rates, delivery destinations, and schedules?
- How do I track my order?
- What are your tax charges?
- When is my order processed and how long does it take to deliver?
- What are the shipping options?
- What payment methods do you accept?
- When is my card charged?
- What is your return and exchange policy?
- How long do I have to return or to make an exchange?
- My order has not arrived. What do I do?
- Do you take backorders? If so, when would they ship?
- Do you offer gift-wrapping?
- Where are ChildTrek’s Terms and Conditions?
Gift Registry
Privacy and Site Security
- What are your security measures to ensure secure shopping at ChildTrek?
- What do you use my personal information for?
*Holiday Shopping*
- What are your cutoff shipping dates for the holiday season?
- What is your return and exchange policy during the holiday season?
Toy Safety and Quality
- ASTM is noted in most of the toy descriptions. What is this?
- EN71 is noted in most of the toy descriptions. What is this?
- What is Oeko-Tex?
- What is ChildTrek's safety and quality policy?
How do I contact you?
You may contact ChildTrek via the following ways:
Email: Contact Us
Toll free phone: 800-406-8735 (M-F, 10 am - 5 pm PST)
Fax: 253-534-8826
Mail
ChildTrek Customer Care Department
430 East 25th Street, Suite #3
Freighthouse Square
Tacoma, WA 98421
What are your shipping rates, delivery destinations, and schedules?
Please go to our Shipping Rates section for our rates, destinations, and schedules.
How do I track my order?
When your order is shipped you will receive an email confirmation of shipment. It will have a tracking number and link to track your order. If you wish, you may also click here to track your order.
What are your tax charges?
Only orders that are shipped to Washington state pay taxes. By law, the rate is 8.9%.
When is my order processed and how long does it take to deliver?
Your order is processed within 1 business day of placing the order. You will get two confirmation emails: 1) to confirm receipt of your order and 2) to confirm shipment of your order. The second confirmation will come from our fulfillment center: Customer Service [fulfillmentCenter@ifssolutions.com]. Please look out for it, including in your junk box.
In all, it takes 3-6 business days to deliver your orders, depending on where you live in the U.S. For Alaska and Hawaii it could take a total of 6-9 business days. Click here to view estimated delivery times.
What are the shipping options?
To ensure the fastest and most economical shipping options, we ship FedEx ground. This option takes 3-6 business days from when you enter the order to when it arrives at your desired destination. Time of delivery depends on your geographic location and accessibility. Some rural areas, for example, take longer to deliver.
You may also choose to bear the full cost of expedited shipping via FedEx 2nd day. This ensures that your order arrives within 2 business days after you place your order.
What payment methods do you accept?
We accept VISA, MasterCard, American Express and Discover cards. All transactions are protected with up to 256-bit Secure Sockets Layer (SSL) encryption. This is twice the normal 128-bit SSL encryption. Please note our security seals at the bottom of each page.
Also, please be sure to enter the billing address on file with your financial institution. If it does not match the one on record, we will not be able to process your order.
When is my card charged?
Your card is charged when your order is ready for shipping. If multi-itemed orders have to be split and shipped separately, more than one charge may appear on your statement. Please note that if your order needs to be cancelled, the time it takes to remove the pre-authorization depends on your credit card financial institution.
What is your return and exchange policy?
You have 30 days to return new, unopened packages from receiving your order for a full refund. Your invoice must accompany your return to qualify. If the return is due to our error in processing the order, we will gladly cover the return shipping costs. For more information, please read our full return policy.
How long do I have to return or to make an exchange?
You may return or exchange any item in its original condition within 30 days of delivery. We are happy to issue a full refund if your product meets this condition and you include the original packing slip. The packing slip serves as your receipt. An electronic gift certificate will be issued for returns and exchanges without the original packing slip. Please note: If there are any obvious signs of use, no refund will be issued.
My order has not arrived? What do I do?
It takes 3-7 business days for orders to arrive to their destinations. When your order is shipped you will receive an email confirmation of shipment. It will have a tracking number and link to track your order. Please use the tracking number and link to find out where your package is. If you have not received your package by the 7th day, please email us or call us toll free (800-406-8735 or 253-534-8825, 10 am - 5 pm, M-F, PST). We will do our best to resolve the matter on your behalf.
Do you take backorders? If so, when would they ship?
We accept backorders. In the event that the toy you wanted is not in our inventory, a customer care representative will contact you within one business day and offer you the option to backorder or to choose from among similar products.
Backorders are dependent on manufacturer availability. We will do our best to inform you when to reasonably expect orders to be shipped and arrive at your desired destination.
Do you offer gift-wrapping?
ChildTrek is proud to offer our beautiful reusable gift bag for $4.95. Please refer to your gift's dimensions to determine if it will fit the 17 in height x 17.5 in width bag area. We also offer a gift-wrapping option using eco-friendly wrapping paper. The cost is $4.95 an item. If you choose this option, please allow an additional day.
Where are ChildTrek's Terms and Conditions?
A link to our terms and conditions can be found at the footer area of every page.
What are your security measures to ensure secure shopping at ChildTrek?
ChildTrek wants you to be confident that your sensitive information is fully protected at all times. That is why we have taken significant steps to protect your personal information. We use a higher level of security than those typically used by many commercial web sites. That is, we use high assurance 256-bit Secure Sockets Layer (SSL) encryption technology. This is double the standard protection (i.e., 128-bit) used by many online stores. This process encrypts all of your personal information, including, but not limited to, your name, address and credit card information. You can see verification of this exceptional technology at work at the bottom of ChildTrek's web pages.
Also, ChildTrek requires that your billing address match the one on file with your financial institution. If it does not match the one on record, we will not be able to process your order.
As an additional protection, we require that all users verify their credit card information by entering the card verification number (CVN, CV2), which makes up the three-four numbers on the back of your credit card. It is very important that you do not share your card to unauthorized users and that you protect your CVN/CV2. ChildTrek does not store your CVN/CV2 and only uses it to confirm the presence of the physical card.
Rest assured that your information is never shared, sold or rented. Please read our full privacy policy to learn more.
What do you use my personal information for?
We use the information you provide about yourself when placing an order to complete that order and to correspond with you. We do not sell, share or rent this information. It stays in house.
We use the information you provide about someone else when placing an order only to ship the product and to confirm delivery. We do not share this information with outside parties except to the extent necessary to complete that order.
We offer electronic gift-cards by which you can personalize a product you order for another person. Information you provide to us to create an electronic gift-card is only used for that purpose, and it is only disclosed to the person receiving the gift.
We use return e-mail addresses to answer the e-mail we receive. Such addresses are not shared with outside parties.
You can register with our website if you would like to receive our newsletter, catalog, other content-based materials, as well as updates on our new products and services.
We use cookies, which are small files placed on your computer that contain only a unique number. We use this number to recognize your computer when a user of your computer returns. Like most major websites, ChildTrek.com uses cookies on certain pages of our site. These cookies strictly identify your computer. Our cookies do not contain any personal information about you.
We use non-identifying and aggregate information to better design our website and to share with advertisers. For example, we may tell an advertiser that X number of individuals visited a certain area on our website, or that Y number of men and Z number of women filled out our registration form, but we would not disclose anything that could be used to identify those individuals.
Finally, we never use or share the personally identifiable information provided to us online in ways unrelated to the ones described above without also providing you an opportunity to opt-out or otherwise prohibit such unrelated uses.
What are your cutoff shipping dates for the holiday season?
What is your return and exchange policy during the holiday season?
ChildTrek wants to help you through the busy holiday gift-giving season. That's why you have until January 31st to return or exchange items purchased on or after November 1st.
ASTM is noted in most of the toy descriptions. What is this?
The American Society for Testing Materials was formed in 1898 in the U.S. It is an international standards developing organization that develops and publishes technical standards and specifications for variety of materials, products, processes, and services. Manufacturers, such as toy manufacturers, that claim to meet ASTM standards comply to relevant standards specification levels set by the ASTM. For example, ASTM set metallurgical (iron, lead, etc.) acceptable levels, and companies who bear the ASTM mark claim not to exceed those levels.
EN71 is noted in most of the toy descriptions. What is this?
In Europe, toys must meet the safety criteria for toy manufacture set by the EC Toy Safety Directive (European Standard EN71) in order for them to carry the CE Mark. The CE mark on toys is the declaration by a manufacturer that it complies with the essential and relevant safety requirements set by the European Community to minimize physical, mechanical, chemical, electrical and health risks.
What is Oeko-Tex?
Products bearing the Oeko-Tex certification have met the Oeko-Tex uniform, scientifically founded evaluation standard for the human ecological safety of textiles. Gaining this certification is important in an effort to address the globalized and extremely fragmented nature of the textile manufacturing chain.
What is ChildTrek's safety and quality policy?
ChildTrek takes product safety and quality seriously. So much so that we believe objective criteria serve better to gauge product safety and quality than to rely solely on the location of production facilities. If the toys do not meet our criteria, ChildTrek will simply not offer them. These criteria include, but are not limited to the following:
- Documentation of high quality controls from product design, materials acquisition, product development, and delivery
- Compliance with ASTM (American Society for Testing Materials), EN 71 (European Standards), and other relevant safety standards
- Excellent product safety history
- In rare instance of recall, swift manufacturer action, prompt corrective actions, and excellent customer service response
ChildTrek is pleased to say that none of the toys it sells are being recalled.
In addition to the above criteria, ChildTrek also evaluates toys against our wholesome, natural and educational vision. That is, ChildTrek is fundamentally committed to a positive childhood development in a healthy environment by offering toys that meet the following criteria:
- Wholesome: promotes positive childhood development; empowers parents, caregivers, and children
- Eco-friendly: materials are natural, biodegradable, recyclable, or recyclabled using sustainable, eco-friendly practices; natural and cotton and polyester blends; new plastic used minimally; child-safe and non-toxic dyes, stains and paints
- Educational: high learning and play value; developmentally-appropriate
Also, ChildTrek believes in worldwide prosperity. In this spirit, we are proud to feature companies who are committed to safety and quality while embracing fair-trade practices. We hope you share this vision with us.
Thank you for shopping at ChildTrek.
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