ORDER ISSUES

My order shipped but I need to change the address

So sorry for the issue!  If your package returns to us due to an incorrect address, it will be cancelled and refunded; you will be notified if this happens. Please be advised that your shipping address cannot be revised after the order has been processed or shipped. Kindly update your shipping address to your residential address instead of your vacation address as we do not know how long the destination's customs department will have the package on hold.

Can I change the shipping address for my order?

We will be happy to change the shipping address for you order! Please email our Customer Care team by clicking HERE with your order number and the updated address ASAP, as we are only able to make changes to your order if it has not yet entered the packing process

 

Can I change the billing address for my order?

Oops! Unfortunately, we are unable to edit the billing address once an order has been placed. Not to worry! It appears that you were able to successfully place your order. As long as your shipping address is correct, you will be able to receive your order!

 

Can I change the email address to my order?

Yes! Please email our Customer Care team by clicking HERE with your order number, original email address, and the updated email address so that we may make the changes for you. Once your email address has been updated, we can resend your order confirmation and/or shipping confirmation emails to the updated address.

 

Can I modify my order after I’ve placed it?

No, unfortunately we cannot modify orders once they have been placed. All sales are final. So sorry for any inconvenience!

 

Can I cancel my order after I’ve placed it?

Unfortunately, no. Once an order is placed, you are unable to cancel or modify the order. All sales are final. So sorry for any inconvenience!

 

I received a package, but it wasn’t my order.

We’re so sorry for the mix up with your order! Please email our Customer Care team by clicking HERE with your order number and pictures of the following: the stamped initial/number on the outside of your envelope or box, the order packing slip with the stamped initial visible, and a picture of the products you did receive. Please note that all order issues must be reported within 14 days of delivery. We’ll get YOUR order sent out asap!

 

I received the wrong item. 

We’re so sorry for the mix up with your order! Please email our Customer Care team by clicking HERE with your order number, a picture of the incorrect items you received, and a picture of the packing slip with the stamped initial visible. Please note that all order issues must be reported within 14 days of delivery. We will get back to you asap!

 

I am missing item(s) in my order.

Oh no! Please email our Customer Care team by clicking HERE within 14 days of delivery with your order number and a list of the missing babies. Please make sure to include a photo of the items you did receive and a picture of your packing slip with the stamped initial visible. We will get back to you asap!

 

I received broken item(s) in my order. 

Oh no! Your package must have had an extra bumpy ride! Please email our Customer Care team HERE within 14 days of delivery with your order number, the names of the broken babies, and a photo of the damaged items. We will get back to you asap!

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PAYMENTS AND ACCOUNT

 

How secure is my online order?

When purchasing online using your credit card, all of your information is entered into an SSL secure web page. Your information is then SSL-encrypted and sent directly to our credit card provider's network, where your card and transaction is authorized and approved. Your credit card information is not stored on our servers.

 

What payment methods do you accept?

We accept all major credit cards (VISA, Mastercard, AMEX) and PayPal payments. We do not accept personal checks, money orders, direct bank transfers, debit card payments, or cash on delivery.

 

How can I view my order status without an account?

Unfortunately, you must be logged into an account when placing your order to be able to view the status of your order. Not to worry, though! All order updates, including confirmation and shipping emails, will be sent to the email address used to place to the order.

 

Will I be charged with customs and taxes?

The prices displayed on our site are tax-free in US Dollars, which means you may be liable to pay for duties and taxes once you receive your order.

Import taxes, duties and related customs fees may be charged once your order arrives to its final destination, which are determined by your local customs office.

Payment of these charges and taxes are your responsibility and will not be covered by us. We are not responsible for delays caused by the customs department in your country. For further details of charges, please contact your local customs office.

 

Do I have to create a Colorful PoPo account to shop?

An account is not required in order to shop from our site! But we do recommend that you create an account, as it makes it easy to check on the status of an order and gives you access to your full order history. :) You can also save your shipping information for a quicker checkout experience!

 

DILIVERY

When will my order ship?

Our products usually – key word usually – ship within 3-5 BUSINESS days (business days do NOT include weekends or holidays)! However, if we have some crazy promotion or a new launch, orders may take a bit longer to process, so be patient my friend!! Once your order has shipped, you will receive a shipping confirmation via email with a tracking number.

 

My package says delivered, but I didn’t receive it.

Sometimes USPS tracking information can be incorrect, and packages are marked as delivered before they actually arrive – oops! Your package will most likely be delivered within a few days, but it’s great to check with your neighbors and/or post office for more information in the meantime!

 

When will my order arrive?

The delivery time is based on the shipping option that you have chosen. Once the order has shipped, we will email your tracking information on the next day as tracking information generally becomes available 24 hours after we have shipped the order. We are not responsible for delays caused by the customs department in your country

 

How do I track the delivery of my order?

Yay, you are so close to receiving your goodies! Once your order ships, you will receive an email with a tracking number that you can use to follow your package’s journey to you.

If you have an account with us, you can also access the tracking number for your order there, once it becomes available. You can locate this information under your Account Details, where your full order history is accessible.

You can also track your order using the following links: 

USPS Tracking: https://tools.usps.com/

UPS Tracking: https://www.ups.com/

DHL Tracking: http://webtrack.dhlglobalmail.com/

 

What should I do if my order hasn’t been delivered?

We’re so excited for you to receive your order! If your order is shipping to a domestic address, shipping typically takes 3-5 business days. If shipping internationally, shipping may take 10-21 business days. Please note that business days do not include weekends or holidays! We recommend reaching out to USPS and/or your local post office for more information on the status of your order.

If your order has exceeded typical shipping times, please email our Customer Care team by clicking HERE, within 14 days of the last tracking update, with your order number and tracking information so that we may assist you further. :)

 

What countries do you ship to?

We happily ship to (almost) all countries worldwide! Unfortunately, we do not currently ship to the following countries: Turkey, Democratic Republic of Congo, Cote D’Ivoire, Cuba, Iran, Vietnam, Guatemala, North Korea, the Crimean region of Ukraine, Sudan and Syria.

All international orders are subject to customs and duty fees as defined by the country of import. Customs and duty fees are not included in your Colorful PoPo order and/or shipping total. Colorful PoPo is not responsible for fees associated with import. All fees must be paid by the parcel recipient.

 

Returns

 

How do I return an item?

If you are not happy with your purchase and wish to return an item, please contact us within 14 days from receiving your order. Please provide your order number as well as the reason for your return. Our customer service team will review the return request and will send further instructions if the return is approved.

For a list of final sale items, please see our Returns Policy. All returns must be in original condition with packaging intact.

Will shipping be covered for my returns?

All return shipping fees and other miscellaneous fees are the responsibility of the customer.

What if the item(s) I received are defective/incorrect/damaged?

Please contact us within 14 days from receiving your order if you received merchandise that is incorrect, missing, and/or defective. Please include your order number, photographs of the item(s) and all related references upon receiving your package. We will do our very best to resolve your case as soon as possible.

When will I receive my refund?

All refunds will be credited to your original form of payment. If you paid by credit or debit card, refunds will be sent to the card-issuing bank within 7-10 business days of receipt of the returned item or cancellation request. Please contact the card-issuing bank with questions about when the credit will be posted to your account.

If you haven't received a credit for your return yet, here's what to do: Contact the bank/credit card company. It may take some time before the refund is posted to your account