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How will my order ship?
What if my product arrives damaged?
When will my order arrive?
Does Kids Kastle offer set up?
What are my payment options?
How do I cancel my order?
Can I add items to a purchase I already made?
What is your return policy?
Can I purchase items to be shipped to a different address?
Am I responsible for moving or assembling the products I purchase?
What if I purchase items that are waiting to arrive in stock?
Will Kid’s Kastle ship my order nationwide?
Where will my order ship from?
Do I pay taxes on my purchase?
Do my products carry a warranty?
Can I pick up at your store?
Is anyone available to help me with my order?
Kids Kastle offers many types of shipping. We are consistently striving to build strong relationships with our delivery providers to bring our customers the most affordable and reliable delivery service possible. Shipping will be determined by customer's location and items purchased.
Upon receiving your merchandise it is the customer's responsibility to inspect the product for any damages that might have occurred during shipping. Any obvious damage needs to be noted on your delivery receipt and/or bill of lading. Failure to do so may result in additional shipping charges. Do not dispose of any original packaging until you have inspected your product and are satisfied with the condition.
Small parcel items lighter in weight will ship via UPS, Fed Ex, DHL or USPS. Items shipping using this method usually arrive in 2-10 business days.
Many items in our catalogue are too large or to heavy to ship through a small parcel carrier. In the event we cannot ship via small parcel we will offer four other delivery options
City delivery service: (Colorado Springs and surrounding areas)
- Customer will be contacted after the order process is complete to arrange a delivery day. (Monday-Friday) Customer will receive a 2 to 4 hour window prior to the delivery day. Product is delivered by a two man team into the home and placed in the room of your choice. Customer may be required to assemble depending on the delivery method chosen at checkout. Please note: Kids Kastle does not provide set up Bunk beds, cribs, or race car beds.
Truck freight: (Nationwide)
- Products will be delivered to the home via common carrier. This option will only include delivery to the front of your home. Customer is responsible for offloading the product, assembling of the product, and removal of packaging.
Over the threshold: (Nationwide)
- Products will be delivered to the home and brought into the home over the threshold in its original packaging. Customer is responsible for inspecting the product for obvious carton damage and noting it on the bill of lading before the delivery driver leaves.
Premium White glove delivery: (Nationwide)
- Customers will receive a delivery date from our delivery agent and receive a four hour window given the day before the delivery. The products will arrive inspected and blanket wrapped. A two man crew will then place the items in the room and begin set-up of the product. All packaging material is removed.
What if my product arrives damaged?
Upon receiving your merchandise it is the customer's responsibility to inspect the product for any damages that might have occurred during shipping. Any obvious damage needs to be noted on your delivery receipt and/or bill of lading. Failure to do so may result in additional shipping charges. Do not dispose of any original packaging until you have inspected your product and are satisfied with the condition. If your product arrives defective, damaged, missing parts, or the incorrect items were shipped. Contact Kids Kastle customer service immediately at 719-570-7744, or toll free at 1-866-970-7744 and we will promptly ship the replacement parts or hardware quickly at no cost to you.
When will my order arrive?
Many of our products are in stock and ready for immediate shipping or in store pick up.
Due to the volume of our sales some products may be out of stock. In many cases orders will arrive within 2-14 days of order process when items are in stock. We have a sales team available to assist you if you have questions about any of our products stock status.
Does Kids Kastle offer set up?
Yes. Set up is available for customers who do not wish to assemble their purchased items. In many cases set up is included free of charge to our customers. During the checkout procedure you will be provided with detailed information regarding set-up. Please note, Kids Kastle does not currently offer set-up on any bunk beds, cribs, or race car beds. If special circumstances apply you may contact Kids Kastle customer service for special arrangements.
What are my payment options?
We currently accept Visa, Master card, American Express, and Discover. You may also send check or money order to Kids Kastle at 3769 E. Pikes Peak Ave. Colorado Springs, Co 80909. Along with a printed copy of your shopping cart, and we will promptly process your order.
How do I cancel my order?
Orders may be cancelled at anytime before the order has shipped by contacting Kids Kastle customer service at 719-570-7744 or toll free at 1-888-970-7744. You may also contact us by e-mail at sales@kidskastle.biz. Cancelled orders may be subject to a 20 % restocking fee if your order has been processed for shipment.
Can I add items to a purchase I already made?
Yes you may add items to a previous purchase provided it has not shipped. In some cases it may cause a short delay in shipping. Some of our items offer free delivery in which you will not be responsible for any additional shipping costs.
What is your return policy?
In the unlikely event you are not satisfied with your purchase. You may return or exchange the product within 30 days of original purchase date. Customers are required to contact customer service (by e-mail or by telephone) to receive an RMA or Return Merchandise Authorization. Any returns without an RMA will not be accepted. Customers will be refunded the purchase price less any shipping or restocking fees. Some products will offer free Shipping. Please note that customer is responsible for actual outbound delivery charges and or return shipping charges in the event of a return or exchange.
Can I purchase items to be shipped to a different address?
Yes. During the checkout process it will allow you the option to change the shipping address, different from the cardholders address.
Am I responsible for moving or assembling the products I purchase?
Depending on the delivery method selected Kids Kastle will arrange delivery and/or set up with the customer after the order is processed. In certain cases you may be required to set up or assemble items you purchase.
What if I purchase items that are waiting to arrive in stock?
Kids Kastle allocates merchandise on a first come first serve basis. Therefore it is a good idea to purchase items before they arrive, Customers will be notified of expected time frames by e-mail after purchase. It is common to have merchandise arrive and immediately go out of stock. For questions about the stock status of any of our products please contact Kids Kastle customer service.
Will Kid's Kastle ship my order nationwide?
Yes. We currently ship anywhere in the U.S.A. (Alaska and Hawaii excluded.)
Where will my order ship from?
Kids Kastle offers both local and nationwide delivery. In many cases our national customers receive their product direct from our manufacturers. Our local customers receive their items from our local distribution facility in Colorado Springs, Colorado. In any case Kids Kastle will provide the easiest and most economical shipping method possible for our customers.
Do I pay taxes on my purchase?
For transactions delivered within the state of Colorado, taxes are due per Colorado state law. Any transactions processed and/or delivered outside the state of Colorado require no taxes to be collected.
Do my products carry a warranty?
Yes. All of our products carry a 1 year limited warranty on manufacturing defects. Some manufacturers will carry a different warranty from another. You may contact Kids Kastle for specific warranty information on any specific product.
Can I pick up at your store?
Yes. Kids Kastle will offer anyone the option to pick up your order at our distribution facility. Upon checkout you may select the option to pick up at our store. After your order process is complete you will be notified by e-mail that your order is ready for pick up.
Is anyone available to help me with my order?
Absolutely! Kids Kastle associates are available to assist you with your order at anytime Monday-Saturday 10:00 A.M to 7:00 P.M Mountain standard time, or Sunday 11:00 A.M to 5:00 P.M Mountain standard time at 719-570-7744 or toll free at 1-888-970-7744. You may also contact us by e-mail at Sales@kidskastle.biz regarding any questions.
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