1. Can I add custom embroidery to any item?

Absolutely! Almost all of our clothing items can be personalized with custom embroidery. Whether you want to add your baby’s name, a cute phrase, or a special design, we can make it happen. Just check 'add embroidery' on the available listings and fill out the corresponding font and thread options. 

2. What if I want a design that's not on the website?

No problem! Send us an email at info@pinekidsco.com and we will start the design process and email proofs of your custom needs. 

3. How long will my order take? 

• Custom pieces: 4-10 business days
• All other items: 1-4 business days 

This does not account for shipping times.

 4. What if I need my order sooner? 

Please let us know! Orders are completed in the order they are received. We will do our best to accommodate all special requests. We cannot guarantee certain delivery dates as factors out of our control may occur. For example, shipping and delivery delays related to the carrier service. 

5. How do I care for my items?

To keep your baby’s romper soft, cozy, and looking great:

• Wash inside out in cold water
• Wash with like fabrics to prevent snagging
• Lay flat to dry or tumble dry on low heat
• Avoid ironing directly on the embroidery
• Avoid bleach

This will help preserve the colors and stitching so your little one can enjoy their personalized items for years to come!

6. Can I change or cancel my order after placing it?

Once an order is confirmed and we start processing it, we typically cannot make changes or cancel it. However, if you realize there's a mistake or change of heart soon after ordering, please contact us within 24 hours, and we’ll do our best to assist you.

Please double check all spelling, including capitalization on custom embroidery pieces. 

Thank you for shopping with us! We want to make sure your experience is as smooth and convenient as possible. Please take a moment to read through our shipping & return policy.

Processing Time

• Custom embroidery pieces are typically processed within 4-10 business days (Monday to Friday, excluding holidays) after payment is received.
• All other orders are processed within 1-4 business days.
  
• You will receive an email notification once your order has shipped, along with a tracking number if applicable.

Shipping Methods & Delivery Times

We offer several shipping options to suit your needs. Please note that delivery times may vary depending on your location, carrier, and selected shipping method. 

Shipping Rates

1. Domestic Shipping (U.S.)

Standard Shipping time (3-5 business days)

• Flat Rate: $5.95

• Free Shipping on Orders $50+

2. International Shipping

Standard Shipping time (6-18 business days)

Canada

• Flat Rate: $16.95

• Free Shipping on Orders $100+

Other Countries

• Flat Rate: $19.95

• Free Shipping on Orders $150+

Customers are responsible for any import duties, taxes, or customs fees that may apply.

Undeliverable Package

Please double-check your shipping address before submitting your order. If the address you provide is incorrect and/or unable to be delivered to, the customer is responsible for additional postage needed to re-deliver the order. Items will not be refunded or replaced for delays related to undeliverable packages, incorrect addresses, or shipping delays with carrier services. 

Shipping Delays

Once your order is received by the shipping carrier, the final delivery is out of Pine Kids Co control. Delays may occur due to weather, holidays, and UPS/USPS delays. 

Lost, Stolen, Damaged, or Orders Marked Delivered 

Pine Kids Co are not responsible for stolen or missing items. Once they leave our possession and are accepted by the delivery carrier, we cannot control the final delivery of your order. 

• If your order is marked delivered but you did not receive it, please reach out to your carrier service to locate its whereabouts
• A claim can be filed here https://www.usps.com/help/claims.htm
  

Returns & Exchanges

Please refer to our Returns policy for more details on how to return or exchange your items.

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Need Help?
If you have any questions about our shipping policy, feel free to reach out to us at info@pinekidsco.com or visit our FAQ page for more information.

At Pine Kids Co, we want you to be fully satisfied with your purchase. If for any reason you are not completely happy with your order, we are here to help! Please read our return policy below.

Returns and Exchanges

• Eligibility: Items can be returned within 30 days from the date of purchase, provided they are unused, undamaged, and in their original packaging.
• Exclusions: Unfortunately, any custom, personalized, or sale items (including Black Friday sales) cannot be returned or exchanged.
  

How to Return an Item

1. Contact us at info@pinekidsco.com to request a return authorization. Include your order number and reason for the return.
2. You will be provided a return label for domestic orders, international orders may use a carrier of their choice. Customers are responsible for return shipping fees. 
3. Please ensure the item is securely packed to avoid damage during return shipping.
   

Refunds

• Please allow 3-5 days for shipping return and 7-10 days for returns to be processed.
  
• Returns are refunded in the form of store credit. Store credit will be issued to the email associated with the order. 
  
• Shipping fees are non-refundable.

Exchanges

If you'd like to exchange an item for a different size, color, or style, please email us at info@pinekidsco.com. Due to inventory demand and items selling quickly, we may not be able to offer an exchange for an item. 

Defective or Incorrect Items

If you received a defective or incorrect item, please contact us immediately at info@pinekidsco.com. We will provide a prepaid return label and offer you a replacement or full refund.