Do I receive an order confirmation?

Shortly after placing your order, you will receive an email confirming that Sparkhead Kids has received your order. You will receive a second email when your order ships. If you have not received either of these emails, please check your spam folder. If you are still unable to locate please email us at [email protected] or contact us with your name and date you placed the order. If you paid with Paypal please send us the Paypal transaction ID and we will send you the order confirmation promptly.

The special characters in my address are not showing up correctly in my email confirmation / Address is not correct on confirmation email

If you provided us with the correct address we have it and it will show up correctly on the shipping label. If you have a question on this or would like confirmation that the shipping address is correct please email us at [email protected] or contact us thru our website. We would be happy to double check any shipping information or questions you may have. If we have any questions on your address we will contact you immediately to avoid any confusion.

I was charged more than once for my order

If you discover a duplicate charge on your order please email us at [email protected] or contact us thru our website with your order number(s) and first and last name so we can find the transactions and get it fixed right away. We will issued back to the original form of payment. Refunds should appear on your account in 2-3 business days. If we come across a duplicate charge we will contact you immediately and issue back payment immediately.

My order arrived damaged or the items are defective

If your purchase has been damaged in transit or items have arrived defective, please email us at [email protected] or contact us thru our website and attach a photo of the item(s) and any additional description. We will review it and begin processing a replacement right away.

I received incorrect items

Please email us at [email protected] or contact us thru our website and attach a photo of the item(s) your order number and any additional description. We will review it and send information on sending back items and we will begin processing a replacement right away.

I’m missing items from my order

If you’re missing an item, double check the package and other products to make sure it’s not hiding somewhere. If you still can’t locate it, please email us at [email protected] or contact us thru our website and we will make sure you get what you ordered.

When will my refund show up?

All refunds are issued back to the original form of payment. Refunds should appear on your account in 2-3 business days.

I think my package has been lost

Please note that all ship times are estimates and not guaranteed. If you do not receive the items within 8 weeks of the ship date please email us at [email protected] or contact us thru our website and we will take further action with the order.

Where’s my order (CDN)?

All items are shipped within 3-5 business days, this does not include transit time (the time it takes our carrier to deliver your package). If your order is being shipped within Canada, your package(s) will typically arrive within 2-8 days after being shipped via UPS. However if there are any local post office delays, routing issues, or bad weather, it may take up to 20 days. The ship times given are estimates and not guaranteed.

There is no tracking information for my package.

Please email us at [email protected] or contact us thru our website if you have not received the item within 20 days of the ship date and we will take further action.

Who are your international shipping carriers?

We use DHL for all our International deliveries. Once your package passes through customs it will be delivered by your local post office.

How can I return/exchange my order?

If your order is damaged in transit or simply does not meet your satisfaction we are happy to offer a full refund as long as you email us at [email protected] or contact us thru our website within 30 days of receiving your order. Please be aware that simply returning to the sending address will not result in a refund of your transaction. In the instance of a damaged or defective item, please attach a picture of the item when contacting our customer service team.

How do I cancel my order?

If you need to cancel an order once placed, please email us at [email protected] or contact us thru out website immediately as we are unable to change the status of your order once it left our distribution center.