Frequently Asked Questions

Frequently Asked Questions

Hello! We can’t always answer all questions via Instagram or social media individually however, you can gain an answer from our FAQ. If you do not find an answer to your question please feel free to email thesoftplayshop@gmail.com. Please allow 24-48 hours for a response if not responded immediately. Thank you! 

Is shipping included?

Yes, all items shipped include free shipping.

When will my order ship?

Your order will ship within 1-3 business days.

How long does shipping take? 

Standard  shipping times can vary 5-14 business days depending on destination.

Where do we ship?

We currently only ship within the United States.

While we would love to be able to ship everywhere in the world, some locations are unavailable to us. Check back again in the future!

I only received part of my package, what happened?

Each item is shipped individually and may arrive separately. Larger items may be shipped in multiple packaged causing them to also arrive separately.  

I never received my package, what happened? 

Once a package has been received by the courier, any and all accountability is handed over. The Soft Play Shop assumes no responsibility for lost, stolen, missing or damaged packages and are not required to issue refunds or replacements on orders that have a delivered confirmation.

*By purchasing from The Soft Play Shop you are agreeing to all store policies, terms and conditions. Abuse of this system will not be tolerated at any capacity. The Soft Play Shop has the right to decline future orders and/or terminate accounts without warning or indication if seen as fit.

My order arrived damaged, what can be done? 

If your package arrived damaged, please visit https://www.ups.com/us/en/support/file-a-claim.page to file a claim online. 

*The Soft Play Shop assumes no responsibility for damaged packages and are not required to issue refunds or replacements on orders that have a delivered confirmation. Once an order has been received by the courier, any and all liability is handed over. All claims, concerns and complaints must be submitted to and handled by the courier directly.

When do you restock certain items?

Restocks on items vary, it always depends if the style is available from our vendor and the current demand of the product. If an item becomes out of stock very quickly after being released, we will most likely restock within six weeks, but again isn’t always promised. We always update our social medial about restocks, so make sure to follow us on social media to stay updated!

What are your exchange policies?

At this time we are not offering return or exchange. 

Can I get a refund?

We do not offer refunds. All items are final sale. 

Can I cancel my order after it has been placed? 

No. We fulfill orders as they come in and they cannot be canceled after being placed. No expansions. Once an order is placed we cannot alter or add onto the order. We cannot add discount or promotions onto an order after being placed. 

 

Incorrect Adress?

Please make sure that the shipping address is correct as we're unable to redirect orders once they are shipped because they are in USPS hands, please contact them if there is a problem with the delivery. If you order, and put in the wrong address we are not liable; if the package is shipped back to us we will ship it back to you, but additional shipping free may be required.  

Why was my order canceled/ refunded? 

There are a few reasons why orders may end up being refunded and/or cancelled automatically within our system. The most common causes are that the item(s) included in the order were no longer available, invalid information was provided or the payment was unable to be processed.

*The Soft Play Shop has the right to refuse any order placed at any given time. If the reason for cancellation is seen as fit, the order will be refunded immediately and all future orders will be refused. The Soft Play Shop is not required to provide any reason or additional details regarding cancelled orders.