NAWI dinos logos and FAQ page

Ordering

Q: What forms of payment do you accept?

A: We accept Visa, Mastercard and American Express. We do not accept payment by check, money order or purchase order, and we do not accept orders through the mail. All prices are in US Dollars.

Q: How secure is this store?

A: NAWI Kids automatically encrypts your confidential information in transit from your computer to ours using the Secure Sockets Layer protocol (SSL) with an encryption key length of 128-bits (the highest level commercially available).

Q: How do you ensure my personal information is kept private?

A: We do not resell or distribute your addresses, phone number, email address or any other personal information to anyone. Please note that once you place an order, you will receive an email confirmation from us.

Q: Can I cancel my order after it has been replaced?

A: We process orders very quickly in order to ensure the fastest delivery possible. Because of this, it is often difficult to make changes to orders, but please email us at hello@nawikids.com and we will work with you to find the best solution to your needs.

Q: Can I place an order for pickup?

A: The NAWI world is a long ways away... let us make the trip for you!

 

Shipping

Q: Free shipping? What does that mean?

A: When you place an order for delivery in the USA or Canada, you will not be charged for any shipping costs if you choose the "Standard USPS" shipping option. If you just can't wait to have your new dinos, you can choose a faster delivery options. However, faster delivery will add an extra cost to your order to cover shipping charges.

Q: How long does it take for my order to arrive?

A: Standard shipping for orders in the US/Canada take 5-10 business days from the time your order was placed. Please note - we do not ship Saturdays, Sundays or Holidays. Once your order has shipped, you will receive an email informing you that the order has shipped. Orders placed before 10am PST will be processed the same day.

Q: What shipping method do you use?

A: All US orders placed through nawikids.com are shipped via USPS or FedEx. We offer Ground and 3 Day Select shipping. Orders to Canada ship via the United States Postal Service.

Q: When will I be charged for my order?

A: Once your order has been placed, your credit card will be charged. You will only be charged for the items that you ordered, along with appropriate shipping and tax, where applicable. Orders are subject to verification and acceptance before shipping. We are not responsible for errors made during order, address or credit card entry.

Q: Do you ship Internationally?

A: NAWI KIDS offers shipping through FedEx or the US Postal Service for international orders. Orders are shipped on regular business days, Monday - Friday. Depending on the destination the delivery time averages 3-10 days with UPS and 6 - 10 days with the US Postal Service. In either case international shipping is the responsibility of the customer. Both services come with tracking information if requested, and FedEx offers a guaranteed and insured level of service. However, though less expensive, the Postal Service does not offer the same guarantees and by choosing this option NAWI KIDS waives liability for insuring the shipment's arrival. Orders must be received by 2 PM PST, Monday - Thursday to be shipped the following business day.

Please note you may be charged various importation taxes and fees depending on the country to which the order is being shipped. You are responsible for all taxes and customs associated with your country's policies. If this is of concern to you please research this prior to placing your order.

Returns and Exchanges

Q: What is your return policy?

A: Returns are accepted within 30 days of receipt of your order. All returns must be approved by NAWI KIDS. Items must be returned in original and unused condition with original manufacturer's packaging if it was included. A restocking fee may apply to any order not received in good condition. NAWI KIDS WILL PROVIDE A RETURN SLIP upon receipt of return notice. Original Shipping costs are non-refundable. Exchanges will incur additional shipping charges (when applicable). Returns are not accepted after 30 days from receipt of order at your shipping address.

For all international orders, returns and exchanges may only be authorized if the customer pays for all shipping and duties both directions.

All custom, special orders, opened items or items returned without all original packaging, and sale items or items specified as final sale are non-returnable.

Any marked down or sale item purchased is considered to be a final sale meaning we will not be able to accommodate returns or exchanges on sale items.

To make a return or an exchange, please email us at hello@nawikids.com and include your order number and a list of the item(s) you are returning in the body of the message. We'll reply back with a return shipping slip (or link to it), you will need to print this return slip and affix it to the package containing your return items. Do not return any product(s) until you have received a return shipping slip.

Once your package is received, your refund will be applied to the credit card used at the time of purchase. You will be notified via email when this refund has taken place to the email address provided during the original transaction. Please allow 2-3 weeks from the time you mail your return to be processed. 

If you received damaged or defective goods, please contact us at hello@nawikids.com immediately so we can take the proper steps to remedy that for you asap!

Q: My order arrived damaged/defective, what do I do?

A: First of all, please accept our apology! If you received an item that is damaged/defective, you must notify us within 7 days of receipt or your return/exchange will not be accepted. 

Please note : shipping and handling charges are non-refundable. 

However, if we can replace your item with the exact one we originally sent out, then the shipping and handling fees to get it back to you are on us. If you would rather not receive an even exchange for your damaged/defective merchandise, then return it to us within 7 days of receipt to the address listed above and we will gladly issue a refund based on your original form of payment.

Q: Can I make an exchange?

A: We are unable to process exchanges for sizing or order errors. We simply ask that you follow the guidelines for returns stated above and place a new order for your desired items. 

Please note: shipping and handling charges are non-refundable. 

If you find that we sent you the wrong merchandise, we will gladly process an exchange for the item originally ordered. Just drop us an email at hello@nawikids.com to get the process started. Please understand that we are unable to guarantee that exchange merchandise will be available at the time your order is processed; in these instances your original form of payment will be refunded, plus the shipping and handling fees.

Q: What should I consider when sending items back to NawiKids.com?

A: We recommend you using a shipping service with tracking and/or insurance, as this will provide you with recourse in the event that your package is lost in transit. NAWIkids.com is only responsible for packages that leave our shipping warehouse, from orders placed through NAWIkids.com. Please return your items in the original packaging if possible.

Q: I purchased NAWI Kids merchandise from another online retailer or physical store, can you process my return or exchange?

A: Please contact the store that you made the purchase from directly. NAWIkids.com does not accept responsibility for any other stores policies and procedures and will not accept returns, refund or exchanges of merchandise received outside of NAWIkids.com


My Account

Q: Do I have to set up an account to place an order?

A: Not at all. But you will need to provide an email address in order for us to send you the order confirmation and tracking information. 

Q: What does NAWIkids.com do with my personal information once I set up an account?

A: We securely store it for you by using the Secure Socket Layer protocol.

Q: When I make a purchase, will I receive snail mail or email newsletters?

A: We hope that you would like to be kept in the NAWI loop! We do send out email blasts, about once every other month, to our online customers. If you do not want to receive our newsletters, simply email hello@nawikids.com to have your email address removed. We do not distribute or sell any email addresses or personal information. Everything is kept within the NAWI Kids family. You can always find updates, contests and giveaways via our TwitterInstagram, or Facebook pages as well!


General

Q: What sizes are in the NAWI kids range?

A: Please see our size chart here for more details.

Q: How can I sell NAWI kids merchandise in my retail store?

A: Please contact us at sales@nawikids.com to set up a wholesale account.

Q: Does NAWI kids attend tradeshows?

A: Indeed! You can request our tradeshow schedule by emailing us at sales@nawikids.com.

Q: Will you notify me when you release the next season?

A: Of course! Just follow us on TwitterInstagram, or become a fan on Facebook. We post updates, contests and giveaways frequently. The NAWI kids Online store will only be updated twice a year. Once for our Fall line offering and once for our Spring Line. We encourage you to visit our retailers worldwide and online as well.

Q: Do you offer gift certificates for purchase?

A: Not yet but we are thinking about it. We do accept gift cards that have the Visa, Mastercard or American Express logo on it.

Q: Is NAWI affiliated with any charities or good will programs?

A: You know it! NAWI has set-up its own fund dedicated to benefiting our manufacturing workers. Every time you buy a NAWI kids product, you are contributing to this fund. 

This capital is available to all our manufacturing workers who wish to further their education, or save for their kids education. 

At NAWI, we believe that everyone deserves to benefit from how well we do and we work hard to promote fair treatment of workers. We also partner and contribute to charities who fight for workers rights.