frequently asked questions

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ORDERING & PAYMENT

Do I need to register and set up an account to shop?

No, you do not need to create an account to purchase from our site. However, if you create an account you will be able to view past orders and save your details so that you will not have to re-enter your personal information again on your next purchase.

How do I place an online order?

We’ve made our online shop simple to use, but here’s a quick step by step guide to get you started.

  1. Go to the Shop homepage.
  2. If you have an account, sign in at the top right of the page; otherwise you can browse and shop as a guest.
  3. Browse the site and select the product you wish to order. You will be taken to the detail page of that product. Once you are on the product detail page, click “ORDER THIS ITEM” and you will be redirected to the checkout page for payment.
  4. If you wish to add another product, click  VIEW CART” at the upper portion of the checkout page just below our site logo. When the cart page appears, click “CONTINUE SHOPPING”.
  5. To remove a product from your virtual shopping cart, click the cart icon at the upper right portion of our site. When the cart page appears, remove the item you want by clicking the x icon. If you are at the checkout page, click “VIEW CART” to access the cart page. 
  6. To pay for the products in your virtual shopping cart at any time, click the cart icon at the upper right portion of our site. Once on the cart page, click the “PROCEED TO CHECKOUT” button. 
What are the payment methods available?

At the moment we only accept: (1) direct deposit or online transfer via BPI or BDO; (2) money transfer through Palawan Express, Cebuana Lhuillier, MLhuillier ML Kwarta Padala, or Western Union; (3) Paypal balance transfer; or, (4) debit/credit card payments via Paypal if you do not have a Paypal account.

Can I pay using Paypal without a Paypal account?

Yes! It is commonly misunderstood that a Paypal account is needed in order to make payments through Paypal. The truth is you DO NOT need one, although we strongly recommend you sign up to enjoy the added ease of use.

How can I pay using Paypal?

Fill in the necessary details required in the checkout page. Upon reaching “Payment Information” choose “PayPal” then click “Proceed to Paypal”. When the Paypal page appears, sign into your Paypal account and proceed with the payment to complete the transaction.

If you do not have a paypal account or you do not want to use it, then fill in the necessary credit card details, billing address and contact information in the Paypal page under the section that is labeled “Paypal Guest Checkout” and proceed with the payment to complete the transaction.

After a successful Paypal payment, a payment advice will be automatically generated to mykiddieshop.com for your order.

How will I know if my order was placed successfully?

You will receive a confirmation email or text message containing the order reference number and details of your purchase once your order has been successfully placed. If you do not see it in your inbox, check your spam folder as it may have been sent there. However, in the event that you don’t hear from us at all, email us at [email protected] or contact us directly at 0923-853-5220 or (046) 4767-692. 

Can I order a product online to be shipped as a gift to another person?

If you wish to send your purchase as a gift to another, simply enter the recipient’s personal details in the spaces provided under the Shipping Information.

SHIPPING & DELIVERY

When will you ship my order?

All orders are processed within 24 hours after payment has been verified. We ship our orders out Monday through Friday, with the exclusion of national holidays. Orders placed on Saturdays, Sundays and Holidays will be processed and shipped on the following business day. If there will be a significant delay in shipment of your order, we will contact you via email or phone.

After the goods are dispatched, how long does for standard shipping to deliver the package?
Delivery within Metro Manila shall take 3-5 business days. Provincial area deliveries will have duration of five 5-7 business days. All periods shall commence from the day of pick-up from our shop.
 
Please note that we aim to deliver within the time agreed upon at purchase. However, we do not guarantee that all orders will be delivered within the presented time frame. Since we and our third party partners may follow national, seasonal, and declared holidays; these no-operation days may also affect the processing and shipping of your packages.
How much is the shipping or delivery fee?

Shipping rates vary depending on the size and weight as well as the delivery destination (Metro Manila or provincial). Shipping charges for your order will be calculated and displayed at checkout.

How can I track my order?

Once your order has been picked up by our courier partner, you will receive an e-mail with the corresponding tracking number and tracking page link where you can see the status of your delivery.

What if I am not in home to recieve my items?

The courier will attempt to deliver your items twice. After the second attempt, the items will be returned to us. If you are not home upon delivery, your order may be released to your authorized recipients.

RETURNS & REFUNDS

Do you allow return or exchange of items?

We allow return or replacement of defective item or incorrect item delivered not due to your fault. 

Do you allow refunds?
We allow refunds on the following grounds: (1) Delivery of wrong item not due to your fault or negligence; and (2) Defective product.
 
All requests for refund shall be subject to investigation and approval of My Kiddie Shop, whose decision shall be final. Please note that items which have been used are not eligible for refunds.
How long can I make a request for refund or exchange?

Returns or exchange request must be made within three (3) calendar days from delivery date. Please note however that such requests are not automatic, and shall be subject to investigation by My Kiddie Shop. For more information, please check our Returns and Refunds Policy.

How do I begin the process of returning my order for a refund or an exchange?

Please contact our team by emailing us at [email protected] before shipping your package to us. If you ship an item to us for a return or exchange without contacting us first, we can’t guarantee that your request will be processed.

How long will it take for me to get a refund on my returned item?

Please allow 3-5 business days for your item to be processed. 

What should I do if I received a damaged or incorrect item?

If you received a damaged or incorrect product, please notify us IMMEDIATELY for assistance. Send us a copy of the delivery receipt and tracking number as well as photos or video of the damaged parcel.

We’ll need photos or video to verify the damage and/or to confirm which incorrect item was shipped. This helps us understand what went wrong, and helps to make sure we prevent similar issues for you and other customers in the future.

We will provide you with the necessary instructions to ship back the incorrect product at our cost and will promptly arrange for shipment of a replacement product.

CANCELLATION OF ORDERS

Can I cancel my order?

You may cancel your order before it is shipped or picked up by our partner courier. Beyond this, you can no longer cancel your order and withdraw the payment made. 

How do I submit a request to cancel my order?

Please email your cancellation request with your order number at [email protected] or contact us directly at 0923-853-5220 or (046) 4767-692.

Are there any penalties for canceling orders?

While we understand that sometimes plans may change and orders may need to be canceled, we are unable to do it free of charge. We strictly adhere to the following cancellation policy:

  1. Cancellation of orders to be refunded via money remittance centers shall be charged Php50.00 plus actual remittance fee.
  2. Cancellation of orders to be refunded to a BPI account shall be charged Php20.00.
  3. Cancellation of orders to be refunded to a BDO account shall be charged Php10.00.
  4. Cancellation of orders to be refunded to another local bank shall be charged Php60.00.
  5. Cancellation of orders to be refunded to a paypal account shall be charged 4.4% of the total purchase + Php25.00.  
How long does it take to get my refund?

Refunds will be made within the day after the cancellation of order is confirmed. However, refunds to be made via money remittance centers may take 1-3 days. 

Refunds will be made only to the same name and bank or Paypal account used in the initial order. 

For credit card payments, refund will be done via bank transfer, in which case, you will have to provide us with your bank account.