Delivery and return policies

Shipping is always 10$CAD on all Canadian orders and 20$CAD for US orders.

International taxes

Shipping rates do not include import fees that could be charged when the package reaches your destination country. All orders are shipped on a DDU (Delivery Duty Unpaid) basis, meaning your order may be subject to local taxes and/or import duties, which are levied by your local customs authorities.

Shopping

The merchandise available on ustkids.com is subject to change. Despite our efforts in synchronizing the website merchandise with our stock, some items that appear on the website may be out of stock. If an order is received and, for any reason, we no longer have the item you ordered in stock we will notify you as soon as possible (prior to processing payment) so that different arrangements can be made.

We will send you an initial email confirming receipt of your order and then a further email confirming dispatch with your order reference number.

We strive to ship your online order within 3 business days of receiving it.  If we have a sale or promotion, our turnaround time during these periods can be up to 5 business days. If you have any questions about shipping times please don’t hesitate to get in touch : contact us

Shipping

We mostly use Canada Post for delivery.

Although we try our best to ensure packages are delivered in a timely manner, shipping times may vary depending on the destination. Once a package is shipped we have no control over how long it will take to arrive. We also have no control over whether or not your package is delayed in your country’s customs office. By placing an order with us, you accept the risk that your package may be delayed during shipment for these reasons.
Ust Kids is not responsible for any direct or indirect damages occurring as a result of the services we provide. All items are purchased at your own risk.

You must directly address the shipping company for any damage caused during shipping. Ust Kids will provide you with the tracking number and contact information for the shipping company as needed and requested. Please note that international orders are shipped via regular airmail and do not come with a tracking number. We do not assume any responsibility for lost packages.

Items lost or damaged in shipment are the responsibility of the customer.
Incorrect Shipping Information: If a package is returned to Ust Kids due to an incorrect shipping address provided by a customer, the customer will be responsible for the return shipping cost as well as the redelivery cost.

Exchanges / Refund

If you’re not completely satisfied with your purchase, you can exchange or be refund for unused, non-sale items in their original condition with tags attached within 14 days, less the shipping costs. The period of 14 days begins on the day you receive your goods. We do not accept returns after that time.

To do it, please send an email to contact@ustkids.com and include your invoice number and the reason for your refund/exchange request. We will get back to you within 24-48 hours confirming it. You should return goods by post at your own cost to Ust Kids – 5808 141 Street Edmonton T6H 4A4 – Alberta in their original packaging, wherever possible, as soon as possible after we send you the confirmation.
If you return goods to us, we will not be responsible for any loss or damage to them during transit and we recommend that you use a recorded or secure delivery method. If goods are lost or damaged in transit, we may charge you, or not refund to you, amounts that are attributable to the loss or damage. Packaging should be accompanied with your name, address and order number.
Once we receive the item(s) back from you, we will refund you. You will be notified by email when the refund has been processed. Refunds can take up to 3 business days to show up on your statement.
Any returns received that do not comply with the above may be denied at the discretion of Ust Kids.

Returns that are damaged, soiled or altered may not be accepted and may be sent back to the customer.

Damaged Items

We stand behind all of our products.  If you find that an item you have purchased online is damaged, please let us know as soon as possible. There is a 30 days return policy for all damaged items, and we would be more than happy to replace the item for you. Please send an email to ustkids.com with a description of the damage (ideally attach a photo if possible) and your invoice number.

Communication

We want to hear from you ! If you need further assistance or have any questions or suggestions please contact us. We will be happy to help you. Any suggestions, feedback, ideas or communication you provide us will help us achieve a better customer service. Consequently, if you are on our mailing list, we may send you optional surveys, contests or promotions.

Send us an E-mail
Address- 5808 141 Street NW – Edmonton T6H4A4 – Alberta

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