SHIPPING POLICY

1. Delivery Zones

PLAYTIME ships to all 50 US states and US territories.

2. Carrier

All orders are shipped exclusively via DHL to ensure reliable, fully tracked delivery. DHL cannot deliver to P.O. Boxes, so please provide a complete street address at checkout.

3. Processing Time

Orders are processed within 1 to 3 business days of order confirmation. Orders placed on weekends or public holidays are processed from the next business day. You will receive a shipping confirmation email once your order has shipped.

4. Estimated Delivery Times

  • Continental US: 5 to 7 business days
  • Alaska and Hawaii: 7 to 10 business days

These timeframes begin from the shipping confirmation date and are provided as estimates only.

5. Shipping Costs

Shipping fees are calculated at checkout based on the weight and dimensions of your order and the delivery destination. The exact amount is shown before you complete your payment.

6. Order Tracking

Every order ships with full DHL tracking. Your tracking number is sent by email as soon as your parcel ships, so you can follow it at every step until delivery.

7. Address Changes

Please double-check your shipping address before placing your order. To correct an address, contact playtime@thesupportcare.com within 2 hours of placing your order. After this period, we cannot guarantee the change can be made. PLAYTIME is not responsible for orders delivered to an incorrect address provided by the customer.

8. Failed Deliveries

If a parcel is returned to us as undeliverable, we will contact you to arrange a new delivery or refund the order. If the failed delivery results from an incorrect or incomplete address provided by the customer, re-shipping costs may apply.

9. Receipt and Inspection

Upon delivery, please inspect your package and its contents. Any damage or missing items must be reported to the carrier and to us at playtime@thesupportcare.com within 72 hours of delivery. We will arrange a replacement or full refund at no cost to you.

10. Lost Parcels

If your tracking shows no progress for an extended period or your parcel is confirmed lost, contact playtime@thesupportcare.com. We handle the claim directly with DHL and send you a replacement or full refund.

11. Delivery Delays

In the event of a delivery delay exceeding 30 days from the confirmed shipping date, you may cancel your order and receive a full refund.

12. Contact

PLAYTIME LLC – 342 West Madison Street, Suite 800, Chicago, IL 60606, United States
Email: playtime@thesupportcare.com
Phone: +1 (312) 489-27-63

How long does shipping take?

All orders are shipped via DHL with full tracking. Delivery takes 5 to 7 business days in the continental US, and 7 to 10 business days for Alaska and Hawaii, starting from the shipping confirmation date.

Where do you ship?

We ship to all 50 US states and US territories.

How can I track my order?

Once your order ships, you'll receive a confirmation email with your DHL tracking number. You can use it to follow your package at every step until it reaches your door.

What is your return policy?

We offer a 30-day money-back guarantee from the date of delivery. If you're not completely happy, contact shopplaytime@thesupportcare.com to start your return. Items must be unused and in their original packaging. Refunds are processed within 10 business days after we receive the item.

What if my item arrives damaged or defective?

Please let us know within 72 hours of delivery at shopplaytime@thesupportcare.com, ideally with a photo of the product and packaging. We'll send you a replacement or issue a full refund at no extra cost.

What payment methods do you accept?

We accept Visa, Mastercard, and American Express. All payments are processed through a secure, encrypted checkout, and we never store your full card details.

How do I choose the right toy for my child's age?

Every product page shows the manufacturer's recommended age range. We encourage you to always follow it, as it's based on safety features and developmental stage, not just skill level.

Are your toys safe?

Child safety is our top priority. We work with suppliers who are required to meet US children's product safety standards, and all applicable safety warnings, such as choking hazard notices, are displayed on product pages. Please always read the warnings and instructions before giving a toy to a child.

Do some toys need batteries or assembly?

When a toy requires batteries or adult assembly, it's clearly stated on the product page. Unless mentioned otherwise, batteries are not included.

How can I contact you?

Our customer service team is here to help HERE or at shopplaytime@thesupportcare.com. We aim to reply to every message as quickly as possible.