Customer Service
Contact Us/Placing Your Order
We are located in California. We are a web site only.
Questions -- Customer service
inquires, order status and general questions are answered
via email. Email inquiries are usually answered within
24 hours from Monday - Friday. Inquiries made over the
weekend or holidays will be answered the following business
day. Please email us at info@jenklairkids.com
Order by Phone -- If you are ready to place your order and would like to speak to someone, please call us at our toll-free number: 888-340-3505.
If we are on another call or out of the office, you will be prompted to leave a message. We do our best to return calls the same business day (Mon. - Fri.). If you are calling on a holiday or over the weekend, we may be unable to call you back until the following business day.
Please note: We do monitor our email messages 7 days a week. If you have an urgent request and are unable to reach us by phone, please send us an email at info@jenklairkids.com
Press inquiries
Please direct all press inquiries to:
Libby Butler-Gluck
Genesis PR - (ph) 323-644-5536
Corporate office address:
Jen Klair Kids, Inc.
33175 Temecula Parkway, # A234
Temecula, CA 92592
Return Policy
WE DO NOT ACCEPT RETURNS ON CUSTOM, SPECIAL ORDER, MADE TO ORDER OR SALE ITEMS.
We want you to be completely satisfied with your purchase. If you are not satisfied for any reason, you may return your purchase in its unused condition within 14 days of receipt for a full refund (less shipping).
If you send an items(s) back that is not a returnable item, it will be returned to you at your expense. We are very strict about our policy on sale items being non-returnable. Many of our sale items are the last ones we have in stock and once it is ordered and shipped, it is permanently removed from our site and cannot be resold if we receive it back.
If you are sending back an items(s) that is returnable, please make sure you ship it insured with signature required as we cannot be responsible for returns that we do not receive. Items received after 14 days and up to 30 days will be issued a store credit. We do not accept returns on items after 30 days.
Custom and made to order items include pillowcase dresses, couture dresses, cribs, bedding and furniture. If you must return a made to order item, you will be responsible for a 25% restocking fee or more, depending on the manufacturer's policy.
If you need to exchange your order for any reason (unless it is an error on our part), you will be responsible for return shipping charges. We recommend ordering the item you would like in exchange on the web site to insure its availability. Then, send the return item back for a refund. If you choose not to place your reorder before sending the item back, we will email a coupon code to you when we receive your exchange item.
Furniture – payment and shipping times
All custom crib, bedding and furniture orders must
be paid in full upon placing your order. Due to the
great detail taken to make these items, if you wish
to cancel a custom order, you will need to do so within
24 hours in which the order was placed. After this 24-hour
grace period, we are unable to cancel the order and
it is non-refundable. Please make note of shipping time
estimates within each product description. We cannot
guarantee an exact delivery date, but we state an estimated
shipping time frame given to us by the manufacturer
or designer. Our cribs and furniture are shipped via
local freight services. Please make sure you inspect
the boxes upon delivery and note any damages immediately
to the driver and contact us right away via email at
info@jenklairkids.com.
Do not let the driver leave until any damage is documented.
Checking status of order placed
If your order ships from our store and it is not a
drop ship order from one of our designers, you will
receive an email notification with UPS tracking details
when your order ships. If your order ships from one
of our designers, we may not receive tracking details
right away for your package.
If you need to check the status of an order or make
changes to an order you just placed, please do not call
the toll-free number. All inquiries need to be sent
via email to: info@jenklairkids.com
Please include your full name, order number and contact
information so we can properly research your order status
or make changes to your order. If your order has already
been shipped, we will be unable to make any changes
at that time.
Payment
We accept MasterCard, Visa, Discover
and Paypal.
All custom crib, bedding and furniture orders must
also be paid in full upon placing your order. Due to
the great detail taken to make these items, if you wish
to cancel a custom order, you will need to do so within
24 hours in which the order was placed. After this 24-hour
grace period, we are unable to cancel the order and
it is nonrefundable. Please make note of shipping time
estimates within each product description. We cannot
guarantee an exact delivery date, but we state an estimated
shipping time frame given to us by the manufacturer
or designer.
Gift wrap/Packaging
A beautifully wrapped gift is an important part of
gift giving. We have a lovely signature gift box for
your gift wrapping needs. Gifts are wrapped with designer
tissue and placed in a premium white gift box with our
signature logo seal, and tied with a satin ribbon (for
an additional fee). A handwritten gift card will be
placed with the box with your message. You will be offered
the option of Gift wrap on the first page of Checkout
when you are reviewing your order. Please Note: some
larger items or items shipping from our designers will
not have gift wrapping service available.
Shipping schedule
Most orders of in-stock items will ship within 2-3
business days from the date of order. If you select
UPS Air as your delivery option, your order will usually
ship within 1-2 business days from the date of order.
Please allow 4-7 days for shipping on all international
orders as we must hand deliver those packages to the
USPS. We cannot guarantee delivery times and some items
may be shipping directly from the designer on their
time frame.
Please make note in the item description if there is
an estimated shipping time (i.e., please allow 2-3 weeks
for shipping). This is the estimated shipping time and
it is not a guarantee that the item will be shipped
within this time frame. If there is an unexpected delay,
we will contact you right away. Most items will ship
within or before this estimated shipping time.
We use UPS Ground to ship most of our packages, except
for our large items. Please allow up to 7 business days
for delivery once you have received your shipping notification.
If you need your package sooner, we offer 2nd Day and
3rd Day service through UPS at an additional charge.
We do not ship to PO Boxes.
Free shipping offer (on orders over $100 -- oversize
surcharges excluded)
If you qualify for our limited time offer of free shipping
and return or exchange your purchase for any reason,
shipping charges will be deducted from your refund or
exchange.
HAWAII and ALASKA customers -- you must select 2 Day
Air as your shipping option or we will make that adjustment
before processing your order.
If your order is over $200.00, please be aware that
we may request a signature for delivery.
International customers
Please allow 4-7 days for shipping on all international
orders as we must hand deliver your package to the USPS.
We cannot accept non-US credit cards at this time. We
have been successful in receiving authorizations on
some Canadian and UK credit cards though. You may include
your credit card information and we will contact you
via email if we cannot receive an approval.
We now accept paypal as a payment option for our international
customers. Please select paypal as your payment option
at checkout and you will be automatically directed to
the secure paypal site. As soon as we receive confirmation
that your paypal payment was received successfully,
your order will be processed on our end.
We cannot be responsible for duty charges or fees that
may incur when the package is received in another country.
If you are sending a gift to an international recipient,
please be aware that duty or fees may be requested on
their end. By law, we are required to state the purchase
amount as the estimated value on the customs forms and
cannot adjust that for any reason.
Secure On-Line Ordering
We know there is always a concern with regard to security
when shopping on the Internet. We understand your concerns
and have a full commitment to provide you with a secure
ordering process. When placing an order with Jen Klair
Kids, your credit card information is protected by our
secure server. You will notice that the web address
at the credit card screen begins with https://. This
guarantees that the page you are viewing is a secure
page. Only Jen Klair Kids can access your personal information,
which has been encrypted by the secure server.
Copyright
All content and images at www.jenklairkids.com is protected
by copyright, trademark and intellectual property law
and is meant for your personal, non-commercial use.
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