Customer service

Kido™ is proud to offer to its customers a superior service based on the highest standards of the industry. We want your shopping experience with us to meet your highest expectations in every aspect.

 

This section should answer most of your questions regarding after-sales service, delivery, terms of payment and how to contact us. If you need more information, or cannot find answers to your questions we will gladly assist you.

 

Terms of payment

 

After-sales service

Delivery policies


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  Payment

 

 

Terms of payment

 

We accept Visa, MasterCard and PayPal.

 

 

 

  After-sales service
 

 

 

 

Delivery policies - online orders

 

KIDO is glad to offer FREE delivery on all online orders across Canada with a minimum purchase of  50$ (subtotal before taxes).

 

- We now have another shipping plan available for small orders : $9.99 across Canada, no minimum purchase.

Thanks to our loyal clientele, we are now able to offer this flat rate shipping plan for your everyday needs.

 

Exceptions and shipping surcharges : Certain rural zones and remote areas have limited delivery services and we are unable to offer our free delivery special or fixed rate to these areas due to very high shipping costs. We will contact you if your area does not qualify for our shipping offers. We would then offer you another competitive shipping option, or you may cancel your order at any time. Upon reception of your order, we will make sure to contact you to discuss other options and fees. Please note that this promotion is available on items avaiblable online exclusively.

 

Please find below a link to the list of the remote areas not covered by KIDO's delivery plans:

http://www.canadapost.ca/tools/pg/prices/RCRZ-f-AIR.pdf

 

 

 

Policies and return procedure

Products received without a proper authorization number (RA) will not be accepted

  

1- Non defective product:

If you wish to return a non defective product within 10 days of receiving the merchandise, please read our return policy carefully: (Note: If your item was damaged or defective, see our Damage section below). 

If you are unhappy with the item you purchased online, please email us, outlining the reasons why you would like to return the product.  Please include your web order/invoice number or a copy of your e-mail confirmation prior to shipping the product at web@kidoenligne.com

 

We will provide you with an authorization number to return the product. Return the product to our warehouse within 10 days of the initial shipment receipt for a full refund of the purchase price, excluding shipping fees.

All returned merchandise must be new (never been used) and in its original packaging, manuals and registration cards intact. We will not accept dirty or used products or any items without the original packaging. You must enclose the authorization number in the shipping package.  Please make sure to send your item insured.

Any item subject to sanitary restrictions can not be returned unless the product is sealed. (Breast-feeding items, feeding items, pacifiers, potties, etc..) And for security reasons, we cannot accept exchange or returns for infant car seats. Please note : for items bought at the store, as furniture and special orders, please read the exchange/return policy of the store on the special order invoice and/or your receipt.

 

Returned merchandise must be sent to us prepaid and insured at the address listed below. We cannot accept freight collect items.

 

Once shipped, please send the tracking number to web@kidoenligne.com.  We will issue a full refund for the purchase price of any products returned that meet the above conditions within 3 days of receipt in our warehouse.

 

All items must be returned to:

Kido Returns

4100 Thimens Blvd

Ville Saint-Laurent, QC H4R 1X4

 

2- Damaged or defective product: 

 

In the unlikely event that your item arrives damaged, defective or is missing parts please email us at web@kidoenligne.com. We will contact you within 24 to 48 hours to assist you and resolve the issue. Do not worry, whatever the problem is, we will do our outmost to fix it at your convenience. We want you to be 100% satisfied with your purchase.

 

 

3-Delivery damages: 

 

When the product is delivered via a transport service (e.g. UPS), it is your responsibility to check the product to make sure that the damage was not caused during delivery. We ship products in undamaged boxes and packaging.  If the product seems to be damaged due to delivery (marks on the box etc.) you MUST fill out a claim with the delivery company using the tracking information on the packaging. You must report the damage on the shipping form if signature required. Please report any problems directly to us as well as using the online form and we will gladly assist you.

 

 

4-Defective product or missing parts:

 

Upon receipt of the service request at web@kidoenligne.com, we will contact you to resolve the situation rapidly. We will coordinate with you and the supplier to get whatever you need to make your item as good as new, and any needed replacement part(s) will be shipped to you free of charge. If a full replacement is needed, the replacement will be shipped to you free of charge. Please be sure to check your order within 7 days of receiving it for any visible or concealed defects.  Issues reported after the 7 day period will not be admissible to claims for damaged products or missing parts.

 

To report any problem, remember that the easiest and fastest way is to email us at web@kidoenligne.com. However, should you need to contact us directly, please call us at 514-271-5200 or (toll free) 1-866-430-0003. Make sure to have your web order reference number and items reference number on hand prior to calling.

 

Thank you for shopping at Kido and we hope to see you soon for another great shopping experience!