Shipping

Canada

FREE SHIPPING CANADA WIDE.
LOCAL Weekend Delivery within Winnipeg.
LOCAL PICK UP is available in Winnipeg, Manitoba. If you select this option when you checkout, we will connect with you to discuss pickup times.
If in stock, orders are shipped next day with a tracking number and deliveries may take 3-5 business days depending on your location.

United States

We ship to the US with a fixed percentage rate shipping fee.
If in stock, orders are shipped next day with a tracking number and deliveries may take 3-7 business days depending on your location.
Also please note that Koki Tots is not responsible for duties, customs or taxes incurred on International shipments.
We cannot deliver to PO boxes at the moment.

Shopping

Do I need to be home at the time of delivery?

LOCAL DELIVERY: We can leave your delivery somewhere safe if you're not home and take a photo for a delivery proof.

ACROSS CANADA & US: Please note during COVID-19 most couriers have defaulted to contactless delivery. If there is not a safe space to leave your delivery the courier will take your package with them to the nearest depot and contact you to either collect from there or rearrange a delivery at the time you are home.

How long can I keep it in the box?

We request that you inspect your package within 48 hours of receiving your shipment so you can let us know if for any reason it didn’t arrive safe and sound!

It is safe to keep it in the box for up to 6months but we highly recommend unboxing your Koki Tots product in a timely manner. If you are unable to check and inspect your package upon receipt, you assume all risk of any potential damage that may have occurred during shipping.

Note: The longer your soft play is compressed in the box, the longer it will take to completely expand.

Why do you take preorders?

Our soft play sets was initially made to order. Offering a preorder option will allow us to offer additional colors, more shapes in the future and possibly accessories. There will be limited inventory available to ship out once it's made out. Doing this is a way to guarantee that your soft play set will be available for you. It is temporary until we build up our inventory.

Please check our PRESALE POLICY.

How often do you restock?

We restock every 3 months to accomodate presale and drops.

Will I be charge at the time of ordering or at the time when it's ready?

All orders and presale orders are payable in full at the moment of purchase and pre-orders are not cancellable or refundable.

When will I receive it and when will my soft play set be shipped?

Please check Updates for information.

The shipout date is when you can expect tracking info for your order. It is only an estimate, by agreeing to purchase, you acknowledge and accept that delays may happen.

If in any case, the expected ship out date is posted here in our website prior to each pre-order so you are made aware before placing the order.

In the event that there is a major shipping delay (due to the current global situation that affects all exports), we will communicate the new expected date as soon as possible.

If you already purchased please keep an eye out on your email for updates. If you have not received an email please check your junk, spam and promotions folders.

If you did not provide your email or cannot find ours please contact us at kokitots@yahoo.com.

What will my package look like?

WINNIPEG LOCAL DELIVERY: Just remove it from the packaging and it will be ready to play with. All loungers and crawl tunnels are compressed in a box. ☺️

SHIPPED ACROSS CANADA & US: Koki Tots product is shipped in a brown kraft box with our company logo on it. Once removed from packaging, the compressed foam will quickly begin to take form and expand. Depending on how long it has been in the box for, it can take anywhere from 24 hours to 4 weeks for the foam to fully expand and strengthen to its final form.

Your softplay may look wrinkly and smudged right after opening, but it's definitely ready to be played with.

* Koki Loungers and Koki Crawl Tunnel sets are sealed and compressed (vacuumed) into a kraft box.

Can I cancel my order?

Koki Tots soft play set ordered on presale cannot be cancelled after 48 hours.
Orders for products that are in stock can be cancelled before it's shipped. If you change your mind, please contact us immediately.
Color exchanges are accepted until orders are shipped, pending product availability.
We understand that this may cause concern and recommend you do your research before making a purchase. If you have any questions, please Email Us or check us out on Facebook, Instagram and Youtube where we post lots of photos and videos.

Presale Terms & Conditions

Presale items are not on hand or not in stock yet.

It means that we are in the process of producing more of that item and that, if you purchase one in presale, you are guaranteed to get one of our next drop that is coming.

The estimated arrival time of our next drop of presale items will always be available on the product page. That way, you are aware of a timeframe during which your presale item is expected to ship out.

Before placing an order please read our terms and conditions listed below:

All presale items require payment in full at checkout.
We cannot estimate or guarantee a specific shipping date.
We cannot guarantee products will arrive by a specified date.
Shipping dates are estimates only and due to global shipping delays, shipping estimates may sometimes be extended for reasons outside of our control.
If you combine in stock and presale items, ALL items will be shipped at once when all pre-ordered items are available.
Orders can not be cancelled once placed.
By placing an order with us, you agree to accept our presale terms and conditions.
Don't hesitate to ask questions via our website or email.

Return Policy

You have 7 days after delivery of your order to return an item*

**Exceptions apply, see exceptions below.

RETURN CONDITIONS

Make sure your item meets all our return conditions :

All unopened Koki Tots products are eligible for return within 7 days of delivery. Koki Tots products must still be in the box sealed to be eligible for return.
Was never assembled, fully or partially (applies on all items that require assembly)
In its original packaging. No returns will be allowed in a different packaging and the packaging must be in the same condition it was received.
Includes all original parts.
You are responsible for return shipping fees.

HOW TO INITIATE A RETURN

Make sure that your return meets all our return conditions mentioned above.
Fill out the return form here.
Our team will review your return request and confirm its approval by email.
We will send you a confirmation by email along with precise return instructions.

EXCEPTIONS

Items that cannot be returned Items sold as a presale.
Items sold with a 50% discount or more.
Items offered free of charge as part of a contest that have already been assembled (partially or fully).

*** If there is an issue with the product once you receive it, please get in touch with us within 48 hours of receipt and we will do our best to make it right. Our 1 year limited warranty got you covered but all products are FINAL SALE.

***Please note, defects not covered by warranty must be reported within 48 hours of receipt to be eligible for replacement consideration.

***Claims for order issues, like incorrect items, must be submitted within 48 hours of delivery.