FAQ

Shipping

Where do you ship your orders from?
We are based in Vancouver, Canada. Each order is hand-packed and each gift box is hand-wrapped by our team locally.

Do you offer international shipping?
Currently, we only ship to the US and Canada. However, we're exploring options for international shipping in the future. Stay tuned for updates!

What is your processing time?
All orders are processed within 3 business days upon payment approval, excluding holidays.

How long does shipping take?
Shipping times may vary depending on your location and the specific product. Generally, you can expect your order to arrive within 14 days.

How much does shipping cost?
Shipping is free for orders over $149 or CAD199 before taxes.
For orders under $149 or CAD199, we offer flat rate shipping for $10 or CAD15.

What if I accidentally enter the wrong shipping address for my order?
All customers are responsible for inputting the correct information for the order’s billing and shipping addresses. We'll do our best to accommodate your request for address changes, but once an order is shipped, changes may not be possible.

Return and Exchange

What is your return and exchange policy?
We accept unused products returned within 14 days of purchase at the shipping expense of customers. We do not accept exchanges. Please initiate a return and place a new order if you would like to exchange a product.
Products must be unopened, unused, unworn and unwashed with the original packaging and tags.
All sale items, and items bought on promotion are FINAL SALE.
Shipping fees are not refundable.
Products from a gift box cannot be returned individually. Gift boxes must be returned with all products unopened, unused and unwashed in the original condition with tags on.
Returns that do not meet our policy will not be accepted and will be sent back to the customer.

How do I initiate a return?
If you're not satisfied with your purchase, please contact our customer support team hello@kumakids.com within 14 days of receiving your order. We'll guide you through the return or process.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

What if the order I want to return is a gift order?
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be emailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.

Who is responsible if a package is “Undeliverable” or lost?
Kuma Kids is not responsible for packages that are lost, stolen, or deemed as “Undeliverable” or “Return to Sender”.

Products

What makes your baby products unique?
At Kuma Kids, we take pride in curating premium baby products from Japan. Our selection includes items crafted with the utmost care, using high-quality materials, and often featuring traditional Japanese design elements. We believe in offering products that are not only functional but also culturally enriching for your child.

Are your products safe for my baby?
Absolutely. We understand that safety is a top priority for parents. We carefully source items that are free from harmful chemicals and designed with your baby's well-being in mind. All chemical and hazardous materials testing is in compliance with Japan safety standards.

Are your products authentic?
Absolutely. We partner with local Japanese brands with innovative and high quality baby products. Most of the products curated are also manufactured in Japan. Please reference the brand page for a list of brands that we partner with.

How do I care for the products I purchase from your store?
Each product comes with care instructions specific to that item. Additionally, you can find general care guidelines on our website's product pages. If you ever have questions about caring for a particular product, feel free to reach out to our customer support team.

Orders

How can I track my order?
Once your order is shipped, you'll receive a tracking number via email. You can use this number to track your package's delivery status on our website or the carrier's website.

Can I make changes to my order after it's been placed?
We process orders quickly to ensure prompt delivery. If you need to make changes, please contact our customer support team hello@kumakids.com as soon as possible. We'll do our best to accommodate your request, but once an order is shipped, changes may not be possible.

I changed my mind. Can I cancel my order?
We are happy to assist you if the order hasn’t been processed. Once your order is shipped, please follow the return process as we will not be able to make any changes.

Are duties and taxes included?
Canada
For orders delivering to Canadian addresses, customers will be charged federal and provincial sales taxes based on which province the order is being shipped to. Canadian orders are not subject to any duties upon delivery.

United States
For orders delivering to the United States, customers will be charged sales taxes based on which state the order is being shipped to. There should be no customs duties if the order value is at $800 USD or less, pursuant to section 321 of the U.S. Tariff Act of 1930 (Section 321). For order values over $800 USD, customers are responsible for any U.S. duties, taxes and fees that may be due under U.S. law.

How do I contact your customer support team?
You can reach our friendly customer support team by emailing hello@kumakids.com. We're here to assist you with any questions or concerns you may have.

Can you gift wrap my order and include a personalized message?
If you ordered a gift box, each gift box will be hand wrapped by our team. We currently do not offer gift wrapping for products that are not gift boxes.
If you want to include a personalized message with your gift box, please email your note with your order number to hello@kumakids.com within 1 hour of placing your order.

Other

I own a baby brand in Japan. How can I collaborate with Kuma Kids to have my brand carried on the Kuma Kids website?
We would love to work with Japanese brands that manufacture products of the highest quality and standards for little ones. Please email hello@kumakids.com with your brand and product information. We would love to have a chat.

I’m an influencer. How do I become an ambassador for Kuma Kids?
We would love to work with parents who are pregnant or with children under 2 years old! Please email hello@kumakids.com with your platform and handle. We will be in touch if you are a potential fit.