Quick answers about shipping, returns, sizing and orders at Jenni Kidz. Can't find what you need? Email us at contact@jennikidz.ca.
Shipping
Where do you ship?
We ship to Canada and the United States only. Jenni Kidz is an online-only store, so in-store pickup is not available.
How long does shipping take, and how much does it cost in Canada?
We process orders within 1 to 3 business days. Delivery within Canada then takes 6 to 10 days. Standard ground shipping is free on orders of $160 CAD or more (before taxes). For all other orders, a $15.95 CAD flat rate applies.
Need it sooner? You can choose Canada Post Xpresspost at checkout. The Xpresspost rate is calculated live by Canada Post for your address and parcel and is shown before you pay. The 1 to 3 business day processing time still applies, and free shipping on orders of $160 or more covers standard shipping only.
How long does shipping take, and how much does it cost to the United States?
We process orders within 1 to 3 business days. Delivery to the United States then takes 5 to 10 business days. Standard shipping is free on orders of $160 USD or more. For all other orders, a $10.95 USD flat rate applies.
Delivery times are estimates and not guaranteed. Weather, carrier delays and customs clearance can affect them, and delivery can take longer during busy periods such as the holiday season.
Will I pay duties or taxes on a US order?
All orders ship from Canada, so your order may be subject to applicable customs, duties and taxes. These charges are covered by the customer.
What currency are prices in?
Shipping rates and the free shipping threshold for Canada are in Canadian dollars (CAD). Shipping rates and the free shipping threshold for the United States are in US dollars (USD). Checkout always shows the currency and your total before you pay.
Orders
How do I track my order?
Once your order leaves our facility, you'll receive a shipping confirmation email with a tracking number.
My order hasn't arrived. What should I do?
Email us and we'll help you check with the courier. If tracking shows your package was delivered but you didn't receive it, we'll give you the shipping company's contact information so you can request proof that the package was lost. Once we receive that document from you, we can refund your order in full or send a replacement to a different address.
Can I cancel my order?
Contact us as soon as possible at contact@jennikidz.ca. If your order has already been processed and shipped, please follow our return policy to receive a refund.
Returns and refunds
What is your return policy?
Email contact@jennikidz.ca within 14 days of receiving your item to start a return. Items sent back without first requesting a return can't be accepted. To be eligible, items must be in the same condition you received them: unworn or unused, with tags, and in the original packaging. This applies to orders shipped to Canada and the United States.
Returns go back to our warehouse in Canada. Return shipping fees are paid by the customer, and shipping costs are non-refundable. Once we receive and inspect your return, we'll let you know whether your refund is approved. Approved refunds go back to your original payment method.
Our policy covers returns for a refund. If you need a different size, you can return the original item following the steps above and place a new order for the size you need.
What if my item is damaged, defective or not what I ordered?
Within 48 hours of receiving your package, email contact@jennikidz.ca with a detailed photo and video of the item and a description of the problem. Our customer service team will confirm the status of your refund within 48 hours.
Sizing
How do I find the right size?
Check the size chart on the product page and compare it with your child's measurements before you order, since sizes vary by brand. For Deux par Deux, see our Deux par Deux size chart.
Contact us
How can I reach Jenni Kidz?
Email: contact@jennikidz.ca
You can also reach us through our contact page. For full details, read our Shipping Policy, Return and Refund Policy, Terms of Service and Privacy Policy.
