US CompanyGlobal NetworkMultiple Shipping Options We are a U.S.-registered brand with authorized partners across the USA (including California & New Jersey), the EU (including Germany & Netherlands), and the GCC (including Qatar). Our promise: handcrafted quality, clear timelines, and transparent logistics.

1) Production Lead Times & Dispatch

• Custom / Made-to-Order: Lead times are stated on your quote/order and start after written approvals and deposit. Complex projects may ship in phases.
• Standard / Ready-to-Ship: Dispatch per product page window; if temporarily out of stock, we’ll share the next available date.
• Timeline Ownership: We provide an estimated ship-by range; actual dispatch depends on approvals, materials, and queue position.

Tracking details are emailed upon hand-off to carrier or partner hub.

2) Typical Transit Windows (Guidance Only)

Guidance only — customs, remote areas, carrier capacity, or weather may extend these ranges.

3) Shipping Services

• Parcel Services (small items): Economy / Standard / Expedited options where available.
• Freight & Palletized (large items): Curbside delivery by appointment; liftgate commonly included for residential deliveries.
• White-Glove / Inside Delivery: Available on request and subject to site access (stairs, elevators, doorway clearances). Additional fees apply.

White-Glove/Installation: Separately quoted; dependent on site readiness and access windows.

4) International Shipping & Incoterms

Unless otherwise agreed in writing, international shipments are arranged on DAP (Delivered at Place) or a similar Incoterm. Under DAP:

• We arrange transportation to the named destination.
• Duties, taxes, and customs clearance fees are the customer’s responsibility, payable upon import.
• Risk of loss/damage passes when goods are made available at the named destination before unloading.

Other Incoterms (EXW, FOB, CIF, DDP) can be quoted on request. Domestic U.S. orders may incur applicable state taxes at checkout or invoicing.

5) Duties, Taxes & Import Fees

International orders may be subject to import duties, VAT/GST, brokerage, or other fees set by the destination. These charges are not included in product or base shipping prices unless explicitly stated and are the customer’s responsibility.

Customs Assistance: We can provide HS code guidance and standard documentation. Final duties/taxes are assessed by local authorities and payable by the recipient.

If import fees are refused and the shipment is returned or abandoned, no refund is due for product or shipping. Re-shipment may be arranged at additional cost if feasible.

6) Address Changes, Appointment & Delivery Requirements

• Address Changes: Request in writing before dispatch. After dispatch, reconsignment fees may apply per carrier tariff.
• Signature/ID: Some deliveries require adult signature and ID verification.
• Customer Presence: Be available for scheduled windows. Missed appointments may incur re-delivery or storage fees.
• Site Access: Ensure clear access (truck approach, doorway widths, stairs, elevators). White-glove requires pre-approved site conditions.

Storage & Redelivery: When carrier free-time ends, storage, re-delivery, and re-consignment fees are chargeable to the customer. We will share rates in writing for approval.

7) Packaging, Insurance & Transit Damage

• Protective Packaging: We crate/box to freight standards, especially for large pieces.
• Insurance: Valuable shipments are typically insured for declared value via carrier or third-party insurer.
• At Delivery: Inspect outer packaging before signing. Note visible damage on the delivery receipt/BOL.
• Report Window: Report transit damage or loss to the carrier and us within 48 hours (provide clear photos/video and retain all packaging). We assist with claims; remedies for transit issues are through the carrier/insurer.

Risk allocation follows the agreed Incoterm. If you need alternative insurance or risk allocation, request it before shipment.

8) Customer Responsibilities & Failed Delivery

• Readiness: Be prepared to receive, inspect, and, where applicable, to unload (per Incoterm/service level).
• Retain Packaging: Keep all packaging for inspection if a claim is needed.
• Failed Delivery: Incorrect address, refusal, unpaid duties/taxes, or missed appointments may result in return, storage, or re-delivery fees billed to the customer.
• Abandonment: If re-delivery cannot be arranged within 30 days of first attempt, orders may be treated as abandoned with no refund.

9) Product Inspection & Defects (Post-Delivery)

Every item is quality-checked before dispatch. After delivery, please inspect your product promptly. If you believe there is a manufacturing Defect (not transit damage), email hello@kidswoodstore.com within 7 days with photos/video and your order number.

• Acceptance on Delivery: If no written defect notice is received within 7 days, the product is deemed accepted in good order (subject to normal handcrafted tolerances).
• Natural wood variations, minor cosmetic nuances, and normal handcrafted tolerances are not Defects.

Remedies for verified Defects are described in our Return & Exchange Policy.

10) Delays, Force Majeure & No Date Guarantees

We work hard to meet estimates, but we cannot guarantee delivery on a specific date. Events outside our reasonable control (severe weather, customs, strikes, carrier issues, supply constraints, force majeure) may affect timelines. In such cases, we will communicate proactively and adjust plans as needed.

11) Governing Law & Consumer Rights

Governing Law & Venue: State of Wyoming, USA (without regard to conflict rules). Venue in competent state or federal courts located in Wyoming, USA.

Consumer Protection Preserved: Where non-waivable consumer protections apply (e.g., certain EU/UK rules), those rights remain intact.

12) Questions & Support

Email: hello@kidswoodstore.com  |  FAQ: kidswoodstore.com/pages/faq  |  Contact: kidswoodstore.com/pages/contact

Include your order number and photos/video (if applicable) for the fastest assistance.

13) Related Policies

• Return & Exchange Policy
• Terms of Service
• Privacy Policy

1) Summary

US CompanyGlobal NetworkHandmade We are a U.S.-registered brand with authorized partners across the USA, the EU (including Germany & Netherlands), and the GCC (including Qatar). Most pieces are handmade, custom-designed, and made-to-order. We aim to be fair and human, while protecting artisan time and materials.

2) Eligibility Matrix (What’s returnable?)

Mandatory consumer rights (where applicable) remain intact (see Governing Law & Consumer Rights).

3) Cancellations & Changes (Custom Orders)

Before Production Starts

• Design Fee: Non-refundable once concept work, drawings, or renders have been delivered/approved.
• Cancellation (Seller Discretion): We may allow cancellation with a modest cancellation fee (≈5–15%) to cover scheduling and admin, plus the design fee.
• Order Changes: Email hello@kidswoodstore.com within 24 hours. We’ll try to accommodate; significant changes may affect price/timeline.

After Production Has Begun

• Flexible but cost-based: Cancellation may be considered at our discretion if incurred costs (materials, labor, subcontracting) are covered, plus a cancellation fee (≈10–25%) and the design fee.
• Partial Re-scopes: Where possible, we can adjust scope or defer production rather than cancel outright.

Written Confirmation: Any approved change/cancellation is valid only after our written confirmation (e.g., by email). Otherwise, the original order stands.

4) Custom / Made-to-Order — Principle of Final Sale

Design Approvals are Binding: Drawings, renders, material swatches, finish samples, and written specifications approved by you (“Approved Specs”) are contractually binding. Final products conform to the Approved Specs, subject to normal handcrafted tolerances.

• Unique materials: Natural wood variations (grain, tone, micro-knots), minor dimensional tolerances, and finish nuances are expected and not Defects.
• Visual references: Photos/renders are guides; handcrafted outcomes may vary slightly — part of the charm and authenticity.

5) Standard / Ready-to-Ship — Returns, Exchanges & Refunds

• RMA Window: Request authorization within 14 days of delivery; item must reach us within 14 days of RMA issuance.
• Condition: New, unused, unassembled, complete accessories, original packaging.
• Restocking: 15% standard (inspection/repack/payment costs); up to 20% if refurbishment is needed.
• Shipping: Return shipping is customer’s responsibility unless otherwise agreed.
• Refunds: Issued to the original payment method after quality inspection (typically 5–10 business days from receipt).

Order Cancellation for Standard Items

• Before Dispatch: You may request cancellation; if already packed/labelled, admin or restocking fees may apply.
• After Dispatch: Please follow the return process above once the item is delivered.

6) Product Inspection & Defects

Please inspect your delivery promptly. If you believe there is a Defect (a material, verifiable non-conformity that substantially impairs use, safety, or value), email hello@kidswoodstore.com within 7 days of delivery with photos/videos and your order number.

Acceptance on Delivery

If no written defect notice is received within 7 days (with clear photo/video evidence), the product is deemed accepted in good order and in conformity with the Approved Specs (subject to handcrafted tolerances).

Evidence Standard

Provide time-stamped photos/videos (multiple angles), packaging condition, and order number.

Remedies for Verified Defects (at our option)

• Repair, replacement part(s), full replacement, or—if not feasible—partial/limited refund.
• If a return is required for inspection/repair, we’ll provide instructions and cover reasonable shipping for confirmed Defects.

Normal handcrafted tolerances and natural material characteristics are not considered Defects.

7) Shipping, Risk & Insurance

• Global logistics: Multiple options via our U.S., EU, and GCC network.
• Incoterms: Unless agreed otherwise in writing, shipments are on DAP (Delivered at Place) or similar. Import duties/taxes/clearance fees are the customer’s responsibility.
• Risk of loss: Risk passes per the agreed Incoterm. Valuable shipments are typically insured; transit claims are filed with carrier/insurer (we assist with documentation).
• Delivery issues: Incorrect address, refusal, unpaid duties/taxes, or missed appointments may incur additional fees and re-delivery costs.

8) Non-Returnable Items (for clarity)

• Custom / personalized / made-to-order products.
• Assembled, used, damaged, or incomplete items not due to our error.
• Clearance or “Final Sale” items.
• Gift cards and downloadable digital items.

9) Chargebacks & Fraud Prevention

No Chargebacks on Custom Orders: Custom/made-to-order purchases acknowledge the Final Sale principle. If a dispute is opened, we respond with full documentation (Approved Specs, approvals, progress logs, delivery records). We may suspend services or future sales to accounts engaged in abusive disputes or fraud.

10) Limited Warranty

On delivery, products materially conform to the Approved Specs and are free from significant defects in materials and workmanship for 30 days under normal use. Remedies are those in Section 6. Misuse, improper assembly/storage, normal wear, and natural material variation are excluded. Where implied warranties cannot be disclaimed, their duration is limited to the shortest period permitted by law.

11) Governing Law & Consumer Rights

Governing Law & Venue: State of Wyoming, USA (without regard to conflict rules). Venue in competent state or federal courts located in Wyoming, USA.

Consumer Protection Preserved: Where non-waivable consumer protections apply (e.g., certain EU/UK rules), those rights remain intact. Eligible matters may be brought in small claims court where permitted for efficient resolution.

12) How to Contact Us

Email: hello@kidswoodstore.com  |  FAQ: kidswoodstore.com/pages/faq  |  Contact Page: kidswoodstore.com/pages/contact

For any return/exchange/cancellation request, please include your order number, photos (if applicable), and a short description of the situation.

13) Related Policies & Information

• Terms of Service
• Privacy Policy
• Shipping Policy
• Return & Exchange Policy (this page)
• About Us