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Customer Care
Quality & Safety Commitment
As a result of recent state and Federal legislative activity focused on
children's products, we believe we should again document our product quality
and safety commitment.
We want to assure all of our retail customers, as well as the consumers that
use our products, that we design and manufacture products to meet or exceed
all applicable U.S. government and state safety regulations, as well as
applicable U.S. "voluntary" standards and international safety regulations
and standards.
These safety regulations in the U.S. include the Consumer Products Safety
Act and the Federal Hazardous Substances Act which specify safety
requirements for consumer products, especially those used by children. Also
included is the new Federal law known as the Consumer Product Safety
Improvement Act just recently signed into law in August, 2008. This Act has
a number of updated safety requirements that will be implemented immediately
and also over the next several years.
Included in these standards are requirements and restrictions such as those
for lead, and other heavy metals in surface decorations and materials, the
use of plastics that do not contain certain phthalates, and requirements for
product design and construction to prevent safety hazards during use of the
products. All Silikids products are BPA free.
These regulations and standards typically utilize scientifically based
research and factual test results to develop the safety requirements that
will prevent harmful materials and products from being used by consumers and
children.
During product development and throughout the manufacturing process, we
continually test our products for compliance with these regulations and
standards, utilizing both our internal testing resources as well as
independent testing laboratories.
We take very seriously our responsibility and our commitment to protect
children from harm when using or playing with our products.
Ordering and Payment
How to Order and Payment Methods
We accept Visa, Mastercard and American Express. Only debit cards backed by
a credit card company listed above (Visa, Mastercard, etc) can be accepted.
All orders are processed using an SSL secure connection during the
transaction keeping your information secure and private.
How do I know if my order was processed?
Before checking out, make sure to double-check the information you entered
is as accurate - especially your email address. If you have successfully
placed a purchase, you will immediately be sent a confirmation email receipt
with your order information. Your email confirmation receipt will have the
amount that was charged to your card. If you have placed multiple orders,
you will receive a confirmation email for each individual order successfully
placed.
Shipping and Handling
When will my order ship?
Orders are typically fulfilled and out the door within 2-3 business days. It
all depends on how many orders are in line in front of yours. If you
selected an expedited shipping method like 2nd day or next day air, your
order will ship with in 1 or 2 business days. All Silikids orders ship from
our warehouse in Greenville, Texas.
Carriers
Silikids ships via UPS and USPS for most domestic orders. Customers choosing
an expedited method (i.e. 2nd day Air etc.) will be emailed a tracking
number after the order has been shipped.
While most orders typically ship within 2-3 days, UPS Ground Orders may take
an extra business day to ship due to the holiday surge. UPS 2nd Day & Next
Day packages typically ship within 24 biz hours - same day if you place your
order by 9am PST. Most USPS orders typically ship in 3-5 days.
On occasion, in very rural areas expedited UPS delivery is not available. In
such cases please allow an additional 3-4 business days for delivery.
Shipping Charges
We provide a shipping charge specific to your order based on the size and
weight of the package, as well as your ship to location. To see what
shipping charges will be for your order, add the desired items to your cart
and proceed to checkout. A shipping charge will be provided in the checkout
process prior to the time when you submit your order for processing.
International Orders
International orders ship via UPS or USPS and our rates include
transportation and customs clearance, but do not include any import duties
or taxes of the destination country. Shipping charges are based on the
weight of the item(s) shipped to the country of destination. Duties, taxes,
and fees (if any) are the recipient's responsibility and are due upon
delivery. Shipments to individuals will be identified as "Personal Use Only"
in an effort to minimize destination costs, however, this is still subject
to the determination of local laws. These charges MUST be paid upon receipt
of your order. Be sure to verify the additional cost you may incur with the
authorities of the country the order is being shipped to.
Silikids collects sales tax in California only.
Returns & Exchange Policy
If you purchased or received a product directly from silikids.com and would
like to return or exchange it within 30 days, we can issue you a refund or
web-store credit for exchange. Returned goods must be in perfect, unused
condition and must be made within 30 days of purchase. After 30 days, we
will not accept returns for any reason other than manufacturer defect.
If you purchased your product from a retail store or a website other than
silikids.com, please go directly to the original place of purchase.
If You Received the Wrong Product
If you received the wrong product in your shipment, or are missing something
from your order, please contact us direct at info@silikids.com. To expedite
a resolution, please indicate your order number as well as the item that was
shipped in error or was missing from your order. We will process a
replacement shipment and provide return instructions if applicable as soon
as possible.
Our Warranty
We are proud of the materials and workmanship that goes into our Silikids
products, and we stand behind all of our products and accessories. But we
also know that on occasion, things go awry.
Silikids Warranty
Silikids products come with a one-year warranty against manufacturer
defects. Normal wear and tear, including scratches and tears as well as
breakage of glass bottles (unless upon shipment) are not covered under the
Silikids warranty.
Accessories by other manufacturers, such as EvenfloR, are covered by the
warranty of the original manufacturer. They only qualify for warranty return
through Silikids if purchased from www.silikids.com
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Silikids Warranty Return/Replacement
If you purchased your Silikids products from a retailer, it is often easier
to return it to the retailer, avoiding shipping charges/impact and the
hassle of being without your Silikids product. If you bought your Silikids
product directly from us, we'll replace the product for you or issue you a
merchandise credit.
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