Package Protection Policy
Our goal is to ensure that you receive your order in excellent condition; however, we recognize that incidents happen and errors occur during the shipping and delivery process. That is why we offer package protection! We hope this process is easy and helpful for you!
Our package protection helps us protect you from uncontrollable factors during the shipping process. Orders that qualify for package protection will be able to choose this service at checkout! Please note; orders that do not include the purchased package protection do not qualify for compensation for any lost, stolen, or damaged packages.
Claims for all damaged, lost, and stolen packages must be reported no earlier than 5 business days and no later than 10 business days from when the tracking states "delivered" or from the last time the tracking updated. Please note that original shipping charges are ineligible for a refund.
Claims are easy! After making your claim KicKee will replace, free of charge, the items from your order. Please allow 3-5 business days for processing. If all or some of the items are unavailable, KicKee will provide a full refund or store credit (your choice) for any items we are unable to replace. KicKee does not offer refunds for items we are able to replace, nor are we able to refund customers with any payment method other than the one used for the original purchase.
Please note: If a customer makes multiple claims within a rolling 12 month period, only the initial claim will be eligible for a refund. Subsequent claims will be eligible for store credit only. Additionally, deliveries with signature verification are never eligible for a refund if the carrier is able to provide proof of signature. KicKee may select, at its own expense, to require a signature upon delivery for orders with Package Protection.
What to do if your order is lost or stolen:
1. For lost or stolen packages, please check your front and back porch, side door, garage area, bushes, and mailbox to ensure the package is not hiding. Ask your neighbors if they might have received it for you.
2. Please wait 5 business days from when your tracking says delivered before taking action. Our customers have typically seen their packages appear during this time period.
3. If you are still unable to locate your package after following the above steps, please contact us at hello@kickeepants.com. Please be sure to include your order number.
2. Please wait 5 business days from when your tracking says delivered before taking action. Our customers have typically seen their packages appear during this time period.
3. If you are still unable to locate your package after following the above steps, please contact us at hello@kickeepants.com. Please be sure to include your order number.
What to do if your order arrives damaged:
Please contact us at hello@kickeepants.com. Please be sure to include your order number and photos.
FAQ
What if I chose to add package protection in checkout but I've changed my mind?
If the package has not been shipped, KicKee will refund the package protection fee. However, once the protection has been removed, KicKee will no longer be able to cover any claims on your package if it is lost, stolen or damaged.
Once an order has been shipped, we are unable to remove and refund the package protection.
What if I entered the wrong address?
If your shipping address was entered incorrectly during the checkout process and the package has been shipped, KicKee cannot cover any claims on the package if it is lost, stolen, damaged or mis-delivered. Feel free to reach out to our Lotus Dots customer service team at hello@kickeepants.com to see if an address change can be completed.
If the package has not been shipped, contact us immediately at hello@kickeepants.com with the subject line: URGENT SHIPPING CHANGE. Please include your order number and correct shipping address in the body of the email.
