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FAQ

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ChildTrek reserves the right to update, correct, and otherwise change the information below to better serve you.

Thank you for shopping at ChildTrek.com.

Contact Us

Orders

Gift Registry & Wish List

Privacy and Site Security

Holiday Shopping

Toy Safety and Quality

How do I contact you?

You may contact ChildTrek via the following ways:
Email: Contact Us
Toll free phone: 800-406-8735 or 253-534-8825 (M-F, 10 am - 5 pm PST)
Fax: 253-534-8826

ChildTrek Mailing Address

ChildTrek LLC
PO Box 97145
Tacoma, WA 98497

Please note: Due to high call volume during the holiday season, we may not get to you right away. Please do leave us a message. Also, emailing us via the Contact us form may be more expedient. We very much appreciate your patience.

 

Do you have a storefront?

ChildTrek converted to an online-only toy store in January 2012.

 

Is there a minimum order amount?

Yes. It is $25, below which we actually lose money.

 

Do you accept purchase orders from schools, organizations, etc?

Yes. Please send us your purchase order form or fill out this form and fax either to 253-534-8826. We will then review your order and contact you within 3 business days to confirm availability, delivery times, and discuss payment terms.

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 the shipment. Depending on the shipping option you've chosen, you may get a tracking link in that email or not. If you are uncertain as to the progress of your order, contact us, or call, 800-406-8735, M-F, 10 am - 5 pm, PST. Please be sure to include your order number.

What are your tax charges?

Only orders that are shipped to Washington state pay taxes. The rate is shown at checkout.

Also, according to Washington state law (WAC 458-20-103), orders delivered within Washington state must be taxed regardless of where the buyer resides.

When is my order processed and how long does it take to deliver?

Unless otherwise posted, your order is processed within 1 - 2 business day of placing the order, often sooner. Your order is delivered within the estimated delivery schedule of the shipping options you've chosen. Orders may take longer to arrive due to inclement weather.

During the holiday season, we do our very best to ship items within 1 business day. However, please note that due to the high shipment volume, your order may take longer to arrive. ChildTrek cannot control 3rd-party carrier schedules. In which case, we recommend you order at least 10-12 business days from the desired arrival date, and to choose a shipping option that meets your schedule. If you are within 5 days of your desired arrvial during the holiday season, we recommend you choose USPS Priority (2-3 business days - likely, but not guaranteed) and FedEx 2nd Day (2 business days guaranteed).

What are the shipping options?

Please go to the Shipping Rates page to learn more about options, rates, and estimated delivery schedules.

What payment methods do you accept?

We accept VISA, MasterCard, and Discover cards online. 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, except in the case of backorders. 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. The item(s) must have no signs of wear. All original packaging must be present and all tags must be attached. Your invoice must accompany your return to qualify. If these conditions are not met, then only partial credit is applicable. If the return is due to our error in processing the order, we will gladly cover the return shipping costs. If return is not due to our error, then you are responsible for shipping fees for returns and exchanges. For more information (opened items, post-30 day period, etc.), 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, less shipping, 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?

Your estimated delivery schedule and tracking information depend on the shipping option you chose at checkout. If you receive a tracking link, you can follow your order's shipment progress. If you are concerned about its arrival, please wait until the last day of the estimated delivery day before you call us to inquire as to its status. If your order has not arrived by then, please contact us, or call us, 800-406-8735 (M - F, 10 am - 5 pm, PST) immediately, and 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 for specific products under certain circumstances. These are typically noted in the product description where we allow backorders. Approximate shipment time will also be stated in the notation. Please note, that if you do choose to backorder, your credit card will be processed and charged to secure the item. If you order other items along with the backorder, the whole order will be shipped when the backorder arrives. If you change your mind about the backorder, please contact us immediately or call 800-406-8735, M-F, 10 am - 5 pm PST.

Do you offer gift-wrapping?

Yes. You can choose to gift wrap each item by clicking this option in the product description page and at checkout. Gift wrapping service fee is noted next to each item that can be wrapped.  If you choose this option, please allow for an additional day for shipment, especially during the holiday season.

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's the difference between a gift registry and a wish list?

ChildTrek's gift registry allows you to create a list of desired gifts for your invitees to view and purchase down from.

ChildTrek's wish list is where a registered user can create a list of items for personal reference. The wish list is intended to be a repository of your future purchase ideas and are not viewable by others.

The gift registry and the wish list are entirely separate and are not transferrable.

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 and alert you of ChildTrek offers via the ChildTrek newsletter. Such addresses are not shared with outside parties. You may readily opt out of the newsletter at any time by clicking the unsubscribe link.

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.

Full Privacy Policy.

What are your cutoff shipping dates for the holiday season?

Holiday season delivery cutoffs are available at Shipping Rates.

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.

Do the products at ChildTrek meet the Consumer Product Safety Improvement Act (CPSIA) of 2008?

Among other changes, the CPSIA of 2008 reduces allowable lead levels and disallows certain phthalates (plasticizers) and other harmful chemicals in children's products along a timetable. We are proud to say that products offered at ChildTrek have always either met or exceeded what the US federal guidelines now dictate. We carefully choose products from conscientious manufacturers who adopt safety and quality policies that are modeled after the European Safety standards, which in most cases are far better than those set in the US. Furthermore, these companies employ 3rd-party testing and/or implement rigorous inhouse testing with due documentation as proof of meeting relevant safety requirements.

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 CPSIA (Consumer Product Safety Improvement Act), 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

In addition to the above criteria, ChildTrek also evaluates toys against our committment to a positive childhood development in a healthy environment by offering toys that meet the following criteria:
  • Sustainable, non-toxic materials
  • Wholesome: promotes positive childhood development; empowers parents, caregivers, and children
  • 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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