Returns and Orders FAQ
What’s your return policy?
We offer a 30 day money back guarantee on all items purchased on ShopSprout.com. To start the return process please fill out our Returns Form on our Contact Us page and a customer service representative will be in contact with you shortly. Our customer service team is available Monday through Friday 8:00am – 5pm EST. If you submit a return form on a weekend day, our customer service team will contact you the following Monday.
Merchandise cannot be returned if washed or worn.
The Customer Service Representative in charge of your return will send you a packing slip to include in your shipment. The packing slip is required to process your return.
Please allow 2-4 weeks for processing your returns.
You are responsible for selecting your shipping carrier and method for your return(s). Shop Universal Kids is not responsible for lost or damaged packages.
When will I receive credit on my return?
We will process your credit as soon as we receive your returned product in our warehouse. The amount of days the credit will post will depend on your financial institution’s policy regarding credits. .
What if I paid via Paypal?
If the purchase was made via Paypal then the refund will return to the Paypal account used to purchase. This will appear as credit in your Paypal account which you can use to make a purchase, or request to withdraw from Paypal to your bank account. Login to your Paypal account to get started.
How do I exchange something?
We currently do not offer exchanges. But please feel free to contact our customer service team by filling out our Returns Form on our Contact Us page and a customer service representative will be in contact with you shortly to make things right.
What do I do if my product is damaged?
Take a picture of the damaged area(s) and send them to firstname.lastname@example.org, and please include your order number. Pictures are required to process a damaged return. A customer service representative will contact you with further instructions once the form has been submitted.
What does the Order Status mean?
- New: Your order has been accepted and will be processed soon.
- Processing: Your order has been transmitted to the packing/shipping department (or one of our distributors) and our warehouse staff are collecting your item(s) and preparing your shipment.
- Closed: Your order has been refunded and the funds have been sent back to you.
- Complete: Your order has been fully shipped.
- Canceled: Your order has been canceled and your credit card has not been charged.
Can I check the status of my order?
Yes, you can check the status of your order if you placed it under a registered account on our site. Log in to your Shop Universal Kids account and click on the 'My Orders' tab. From there you will be able to check the status of your order and track your shipment.
Can I make changes to my order or cancel an order after it has been placed?
We may be able to if your order still shows as "New" status.
Please note that our order fulfillment and shipping systems are designed to get orders on their way quickly and efficiently. Once the order has been sent to our warehouse for processing, neither you nor our customer service staff can change it. If your order status says anything but "New", it can no longer be changed or canceled.
Can I combine multiple coupon codes?
No, multiple coupon codes cannot be combined in a single order at this time.