Frequently Asked Questions
Many general questions are addressed below. If you can't find an answer to your question, or you just don't like reading FAQ's, give us a call 615-610-2814 or Submit a Customer Care ticket by clicking here.
HOW QUICKLY DO YOU SHIP
Did you just place an order? We will probably ship it before you are done reading this paragraph. Ok, we are not that fast, but as long as the item(s) in your order is/are in stock, we will generally ship your order within 1-2 business days. Click Here for Estimated Shipping Times according to UPS for Wildkin/OliveKids
*If you selected "Wildkin Account Ground" and your order is eligible, then your order will be shipping via Surepost.
I NEED MY ORDER DELIVERED SUPER-DUPER FAST, CAN YOU EXPEDITE IT?
Yes expedited shipping is available at checkout. HOWEVER for most of the year please note that orders received after 9:00 AM EST will usually ship the NEXT business day; so for these orders, 2-Day shipments will arrive by the 3rd business day, and Express Saver will arrive by the 4th business day. Saturdays are not business days (even if you have to work on them). During the super-busy Back to School and Christmas/Holiday seasons, please allow for an extra day. Confused about what shipping option to use don't guess, give us a call! We are not experts, but we've got some shipping smarts.
DO YOU HAVE EXTRA COPIES OF YOUR FURNITURE ASSEMBLY INSTRUCTIONS?
Don't worry, you can find our furniture assembly instructions on our website. Just click on the item that you purchased and on the "Product Info / Instructions" tab you will see a link for our assembly instructions. Also you can find them by clicking here for DROPBOX.
DO YOU SHIP OUTSIDE THE UNITED STATES?
Unfortunately, we cannot ship to an individual outside the contiguous U.S. If you are a wholesale customer we can ship your order to your freight forwarder in the U.S. You must have a U.S. Billing and Shipping address.
Please Click here and choose International Sales Inquiry to read our requirements and to be in touch with an International Sales Representative.
DO YOU SHIP TO PO AND APO/FPO BOXES?
Unfortunately, our UPS account does not allow us to ship to PO/FPO/APO boxes at this time. Our sincere apologies for the inconvenience.
HOW CAN I MODIFY OR CANCEL MY ORDER?
Orders can only be modified or cancelled before they ship. And we ship super fast, so stop reading these FAQ's and Submit a Customer Care ticket by clicking here or call us at 615-610-2814 right away!
WHAT IS YOUR RETURN POLICY?
Dissatisfied? Bought the wrong backpack? Here are the four steps to a successful return:
1) Items must be returned in new condition, with tags and the original packaging (we've had a couple of really funky nap mats mailed back to us over the years, not cool). You can return any product within 30 days of purchase.
2) You'll need an RA number. Please note that you must request an RA directly from the company you purchased the item from. If you purchased directly from Wildkin.com or Olivekids.com, then please Submit a Customer Care ticket by clicking here In the dropdown menu, please select Return Request for all items. Please don't send us a package without an RA number it will drive our warehouse manager crazy. And please do not ship your unwanted items to our office or PO Box! Do any of these things and the issuance of your credit may be delayed.
3) Alas, you must pay to ship the return back to us. All returns are subject to a restocking fee of 20%. We can waive your restocking fee if you would like reorder a different item, but you will still be responsible for all shipping costs.
4) Please save your tracking number for your return we can't credit you for anything that gets lost in mail.
WHAT IF I RECEIVE A DEFECTIVE ITEM?
All of our products carry a 90 day manufacturer's warranty, covering normal wear-and-tear. If the defect is covered under warranty and it falls within this time frame, we would be happy to send a replacement/part. Please follow the link below to create a Replacement Request Ticket in our customer care system. After submitting this completed form, a Customer Service Representative will be in touch within 36 business hours to discuss your claim.
2. When submitting a ticket, please select one of the following options from the dropdown menu depending on the damage claim.
- a.For all Wildkin or Olive Kids products, please select: Damaged Claim (Not Furniture)
b.For all Levels of Discovery Furniture items, please select: Damaged Furniture Claim
3. If your item was shipped to you outside the U.S. please contact the store you originally purchased it from.
WHAT IF UPS SAYS MY ORDER WAS DELIVERED, BUT I DON'T HAVE IT?
Unfortunately, packages can get lost. Please contact firstname.lastname@example.org and we will put in a claim with UPS. Per UPS policy, it can take up to 8-10 business days before they are able to locate your item.
Wildkin will wait until we get an update from UPS as to where your package is before we send either a replacement or refund.
WHAT PAYMENT METHODS DO YOU ACCEPT?
We accept Visa, MasterCard, American Express, Paypal and Amazon Pay. We love smiles, but do not accept them as a form of payment at this time.
DARN IT, THE ITEM I WANT DOESN'T EXIST.
Have a product or pattern idea? Let us know we just might make it!
I AM A BLOGGER AND WANT TO FEATURE YOUR PRODUCTS IN MY BLOG. WHO DO I CONTACT?
We love seeing our products in the press! Send us an email at email@example.com and we will get in touch with you.
HOW DO THE WILDKIN GIVEAWAYS WORK?
Even though we love COOKIES we follow the rules around here at Wildkin, so no you cannot bribe us to pick you! Click here for our Wildkin Social Media Giveaway Rules.
WHAT'S THE DIFFERENCE BETWEEN THE ORIGINAL NAP MAT AND EASY CLEAN NAP MAT?
Original Nap Mats: 20" x 50" Cotton/ Polyester Exterior Attached blanket lined with 100% cozy cotton flannel interior
Easy Clean Nap Mats: 21" x45" Super-comfy fleece blanket is attached Mat made with water-resistant coated polyester Water resistant printed polyester Exterior
HOW CAN I CONTACT WILDKIN?
For general inquiries, comments, or concerns, please submit a ticket by following this link: I would like to create a Customer Care Ticket.
If you have an urgent issue or a really good joke, or just prefer using the phone, please call us at 615-610-2814 between the hours of 9am and 3pm CST M-F.