Customer Care

Thanks for stopping by! We want your experience to be as easy and smooth as possible, so if your question is not answered in the below responses please don't hesitate contacting us by email or by calling our customer care line.

Customer Care Email:
customercare@krochetkids.org

Customer Care Line:
1 (949) 791-2560


ORDERING

Q: How do I know if my order went through?
A: Once your order is placed, you will receive an email confirmation with your order receipt.

Q: What if I did not receive an email confirmation?
A: Send us an email at customercare@krochetkids.org to confirm your order.

Q: How do I track my order?
A: You’ll receive an email with tracking information once your order has shipped.

Q: What if I get an error message?
A: If you are trying to place your order and receive an error message, first ensure that all billing information matches your card information exactly. If you are still having issues, email us at customercare@krochetkids.org and we would be happy to assist you.

SHIPPING

Q: How long will it take to get my order?
A: It will take approximately 4-7 business days to receive your order.
During high volume periods your order may need 1 or 2 more days to be processed and shipped. 

Q: How long does Expedited Shipping take?
A: Expedited shipping typically takes between 1-3 days. If you need your order by a certain date or time, please email us at customercare@krochetkids.org

INTERNATIONAL SHIPPING

Q: Where do you ship internationally?
A: Yes! We ship to over 20 countries worldwide.
If your country isn't listed email us at customercare@krochetkids.org

Q: How long will it take to receive an international order?
A: It will take 1 to 3 business days to process your order and 3-5 weeks for it to arrive, depending on the country. There are occasionally fees and duties that required for international shipments in the recipient country, and the customer is responsible for paying any such fees.

Q: Is there tracking information for international shipments?
A: Yes. You’ll receive an email with tracking information once your order has shipped.

Q: Can I return or exchange an international order?
A: Yes, however we do not cover any of the duties or taxes for exchanging or returning international orders.

RETURNS | EXCHANGES

Q: What is your exchange policy?
A: We are happy to exchange your product for a different color or size. At this time we cannot exchange across styles. If you’d like to exchange for a new product, we recommend returning your purchase for a full refund or store credit before placing a new order. Unfortunately, we are unable to make exchanges or returns past 30 days.

Q: How do I make an exchange?
A: Our exchange process is simple! All items must be in their original condition with merchandise tags in place and come with a valid invoice. Note that exchanges can only be made within 30 days of the original ship date.

Exchanges take 1-2 business days for processing plus shipping. You will receive an email confirmation regarding your exchange as well as a tracking number. We recommend checking our website before requesting an exchange to make sure the product you’d like is in stock, as we cannot guarantee that it will be.

Q: How do I make a return?
A: Simply return it to our warehouse within 30 days of the original ship date. Merchandise must be returned in its original condition with merchandise tags in place and with a valid invoice.

Returns take 1-2 business days to process. You will receive an email confirmation once your return has been processed. Shipping is
nonrefundable on partial returns.

Q: Do I have to pay to ship a return or exchange?
A: Customers are responsible for shipping returns and exchanges back to our warehouse. We are not responsible for items lost in transit when making a return or exchange. If making an exchange, there is no additional cost for shipping the new item from our warehouse.

Q: I think my order got lost in the mail. What do I do?
A: If you have not received your order 7 business days, please email customercare@krochetkids.org.

Q: Can I return or exchange a product I purchased at a KK intl. event or retail store?
A: Unfortunately, all sales for events are final and we are unable to exchange or return them. All products purchased through retail stores must be returned and exchanged through that same retail store according to their return and exchange policy.

Q: What if I receive a damaged product?
A: Please email us at customercare@krochetkids.org and be sure to include a photo. We’re happy to help!

HOLIDAY EXCEPTIONS

Q: Do you have any holiday exceptions?
A: We do understand that holiday gifts are purchased in advance so we allow a 60 day return policy for products purchased November 15th through December 20th.

GENERAL QUESTIONS

How are you helping the people you work with in Uganda and Peru?
We provide meaningful employment for those who wouldn’t otherwise have access to it, and our non-profit partner CAPABLE provides social impact programs that helps these communities get out of poverty.

What products do you make?
We make headwear, accessories, and apparel for men, women, and children. Along with our partner apparel brand KNOWN SUPPLY, we hope to see more makers fairly employed and more shoppers conscious of those who make their clothing.