Fraud Blocker Shipping & Returns

Shipping & Returns

Map

SHIPPING

FREE SHIPPING:

  • Free on $100+ for new orders shipping within the United States, including AK, HI, PR, and U.S. VI.
  • Carrier selection (USPS/UPS/FedEx) is at Kanga Care’s discretion for free shipments.
  • If you upgrade the carrier or service at checkout, the free shipping offer is removed.
  • Exclusions may apply and will be clearly noted.
  • Digital items do not count toward the $100 threshold.
  • Promotions may have different shipping terms; those will be listed with the promo details.
  • Not valid on exchanges/reshipments due to a change of mind.

DOMESTIC:

  • We ship via USPS, UPS, or FedEx. You can choose your preferred carrier at checkout.
  • Domestic orders of $100+ ship free.
  • We ship Monday–Friday (closed weekends & major holidays).
  • Most orders leave within 24 hours of payment.
  • Orders placed after carrier pickups ship the next business day. Current carrier pickup time is 10am MST.
  • During holidays, sales, or product launches, processing may take longer, but we work to ship as quickly as possible.

INTERNATIONAL:

  • Carriers: USPS International Priority, FedEx, or UPS.
  • Rates: Calculated at checkout. If a rate doesn’t calculate correctly or free shipping applies by mistake, the actual shipping cost will apply and an invoice will be sent.
  • Free shipping is not available for international orders unless a promotion explicitly says otherwise (U.S. only, see above).
  • Duties and taxes: We ship DDU (Delivered Duty Unpaid). Any customs, duty, VAT, or brokerage fees are collected by the carrier/government at delivery and are the buyer’s responsibility.
  • Refusals/returns: If a package is returned to us due to unpaid duties/taxes, refusal, or an undeliverable address, both the original and return shipping costs will be deducted from the refund.
  • Delivery timeframe: Typically 1–3 weeks from the ship date; customs or local carrier processing can extend this.
  • Tracking will be provided, however, it is common for tracking to pause after an “arrival” / “inbound into customs” scan when the parcel is handed off from the origin carrier (e.g., USPS) to the destination country’s postal service. The local carrier may issue a new tracking number that doesn’t sync back, so the original tracking page may appear to stop updating - this is normal.

INSURANCE

Kanga Care is not responsible for items lost or damaged in transit. Optional package protection (Route) is available at checkout, which we highly recommend. All Kanga Care orders will ship with a tracking number. USPS Priority, UPS and FedEx include insurance up to $100 of the value of your order, which covers loss or damage, but will not apply to packages once they are marked "delivered" - even if they can not be found or were delivered to the wrong location. 

What’s covered when you add Route Package Protection

  • Lost in transit (no movement on tracking beyond normal timeframes)
  • Damaged on arrival (items visibly damaged and affects function)
  • Not Received (mis-delivered, stolen, lost, marked delivered but not received)
  • If you purchased Route, we’ll help you file a claim and, once approved, your order will be replaced or refunded at no additional cost according to Route’s terms.

Note: Package protection must be added at checkout and cannot be applied after an order is placed.

LOST, MISSING, MARKED DELIVERED BUT CANT FIND IT?

Missing item? Lost in transit? We absolutely dread a package that was mis-handled, damaged or didn't show up just as much as you! We’re a small, mom and pop company, while we can’t match big-box “no-questions” replacements on uninsured packages every time a carrier loses or damages an order, we have partnered with Route Package Protection so your order is covered for loss, theft, or damage. If you have added Route to your order at checkout we will be able to assist you with a replacement or refund if something goes wrong.

If you purchased Route Package Protection

  1. Contact us with your order number and a brief description (lost, damaged, or marked delivered but not received).
  2. We’ll help file the claim with Route and guide you through any requested details (photos for damage, confirmation of address, etc.).
  3. Resolution: Based on the claim, Route takes the reins from here and will reship or refund the order. Processing is usually 24-48 hours.

If you did not purchase Route

  • Check the details: Confirm the shipping address on your order and review all tracking scans.
  • Look around: Check with household members, neighbors, building office, parcel lockers, and common drop spots.
  • Give it a moment: Carriers can sometimes scan “delivered” a bit early and the packages might not arrive until later the same day.
  • Contact the carrier: Open a *trace* or *missing mail* request with the carrier shown on your tracking.

Important: If tracking shows “Delivered,” uninsured packages are not replaceable by Kanga Care. Route coverage is strongly recommended for theft or delivery discrepancies.

RETURNS & EXCHANGES

We want you to love your purchase. If something isn’t quite right, we’ll help you make it right.

AT-A-GLANCE

  • Return Window: Within 90 days of delivery.
  • Condition: Clean, unused, unwashed, and in original packaging with tags attached.
  • How to Start: Request Return from from Account Order Page
  • Refund Method: Original payment method or store credit.
  • Exchanges: We offer exchanges for any product in our catalog (stock permitting), with the exception of "all sales final" and clearance products, which can only be exchanged for the same product in a different size. 
  • Return & Exchange Shipping: Customer-paid unless we made a mistake or there’s a defect.
  • Free Items: Bonus/gift-with-purchase items should be included in the return, or their retail value will be deducted from the return
  • Bundles, Damage, Defective, Wrong Item Missing Item? See lists below

HOW TO START A REFUND or EXCHANGE

  1. Go to your Account Order Page
  2. Click on the 3 blue dots next the order you would like to return or exchange
  3. Select "Request return"
  4. Select the item(s), you can add notes, and select "Request return"
  5. Please allow 2-3 business days for your request to be reviewed. A member of the customer service team will reach out with next steps and to answer any questions.

ELIGIBILITY & CONDITION GUIDELINES

To keep everyone safe and to maintain product quality, returned items must be:

  • Unused and unwashed, clean, unmarked and undamaged, with all tags attached and in original, undamaged packaging
    • Due to the nature of diapering products, we absolutely cannot returns on items that have been used and/or washed
  • Free of odors, stains, residue, pet hair, or lint
  • Complete, including any accessories, parts, inserts, or promotional items

We reserve the right to refuse returns that don’t meet these requirements or are outside the return window.

  • If you are returning a defective product (with authorization), the item/s must be clean, and dry before they are sent back to us. For safety reasons, we can not handle items that are soiled, of foul odor or wet.

REFUNDS & STORE CREDIT

  • Refunds credit back to the original payment method once your return is approved.
  • Purchases made more than 90 days prior will refund to Store Credit.
  • 10% restocking fee is applied to orders originally shipped for free.
  • If a return causes your kept items to fall below a free-shipping threshold, the original shipping cost may be deducted from the refund.
  • Bonus/gift-with-purchase items should be included in the return, or their retail value will be deducted from the return.
  • Postage and/or original shipping fees are non-refundable.
  • Refunds that have been financed through Sezzle will be refunded via Sezzle less a 7% fee.
  • Please allow 3–5 business days after approval for your bank to post the credit.

EXCHANGES

We offer exchanges for any product in our catalog. Please initiate a return to send back your new, unused, unwashed, product in its original packaging in resell-able condition.

  • Returns for an exchange will credit back to store credit you can select a different size. color or print - or use to purchase anything sold on www.kangacare.com
  • 10% restocking fee is waved for exchanges
  • Exchanges may chose to keep any bonus/free item that was part of the original order - gift-with-purchase does not need to be returned
  • Postage and/or original shipping fees are not included in the store credit balance

Kanga Care RMA

BUNDLES & DIAPER PACKAGES

  • Partial returns void the bundle discount
  • Kept item prices are adjusted to retail value
  • Bonus/gift-with-purchase items should be included in the return, or their retail value will be deducted from the return
  • Threshold promos (Gift Cards, etc): Returning items may affect promotional eligibility and final refund amount if included promos have been redeemed 

DAMAGED, DEFECTIVE or WRONG/MISSING ITEM

If your order arrived damaged, defective, or incorrect, contact us within 7 days of delivery so we can make it right. 

Please include:

  • Order number
  • Photos if your parcel was damaged
  • Photo of your product if there is a defect
  • A short description of the issue

ORDER CHANGES & CANCELATIONS

We move fast! If you need to change or cancel an order, email us ASAP. Once an order is processed or shipped, we’re unable to modify it. You can still initiate a return after delivery. Orders ship within 24 hours, Monday-Friday, closed weekends and holidays. 

PAYMENT OPTIONS

  • Credit Card (Visa, MasterCard, American Express, Discover)
  • PayPal (Credit Card, PayPal fund, instant withdrawal - we do not accept Paypal eChecks)
  • Amazon Pay
  • Apple Pay
  • Shop Pay
  • Google Pay
  • Cash - In Store
  • Sezzle (What is Sezzle?)
  • Klarna (What is Klarna?)

PROMOTIONAL GIFT CARDS

Promotional gift cards hold no cash value and expire 90-180 days from the date issued, unless otherwise stated. Promotional gift cards added to the shopping cart  during a promotional event expire 180 days from the date issued. Promotional gift cards issued for product reviews expire 90 days the date issued.

SALES TAX:

Merchandise bought and/or received in Colorado is by law subject to Colorado Sales Tax.

PROMOTIONS DISCOUNTS & SALES:

Exclusions apply to all posted coupons, codes, automatic discounts, promotions and sales. Excluded items include Jellycat Stuffed Animals, which may not be included in any discount or sale per manufacture guidelines unless the SKU has been discontinued. Other excluded products may include new releases, deemed as products that have been launched in the previous 180 days, limited edition, licensed, any 3rd party vendor brands that have guidelines against sales and discounts, and products that are already discounted, on clearance or sold at a discount rate via bundles.

 

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