Step2 Neat & Tidy Cottage II

Ships from: 

1228 Cornerway Boulevard, San Antonio TX 78219 United States​

Shipping Rates

• Free Shipping: We offer free shipping on orders above $25
• Orders below $25 are charged with a flat rate of $4.99

​Shipping Range

• Delivery Area: We currently ship to all states of US.
• Future Expansion: We are considering expanding our delivery areas.

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Order Processing Time

• Processing Time: Orders are processed within 1-2 business days, (Monday to Friday).
• Cut-off Time: Orders placed before 12:00 PM will be processed the same day; those placed after will be processed the next business day.
• No Shipping Days: Orders are not processed on weekends or public holidays.

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Total Delivery Time

• Estimated Delivery: Orders typically arrive within 8-10 business days after processing, depending on the destination. (Monday to Friday)

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Shipping Process

• Courier Services: We use reliable carriers such as DHL, and FedEx for all shipments.
• Tracking Information: After your order is shipped, you will receive an email with tracking details.

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Lost or Damaged Items

• Damaged Orders: If your order arrives damaged, please contact us within 48 hours to initiate a resolution.
• Lost Orders: If your order is lost, please reach out to us immediately for assistance.

Policy Overview

• Return Period: 30 days from delivery date
• Refund Processing Time: 10 business days.
• Return Shipping Costs: Covered by the customer unless the product is defective or incorrect.

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Order Cancellations

You may cancel your order within two hours of purchase by contacting our customer service team. If your order has already been shipped, please follow the steps in our Return Instructions below.

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Return Conditions

We offer returns under the following conditions:

• Return Window: Items can be returned within 30 days of delivery.
• Item Condition: Items must be in their original, unused condition with all tags attached and in the original packaging.
• Receipt or Proof of Purchase: Required for all returns.

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Return Instructions

To start a return, please follow these steps:

1. Contact Customer Service: Email to contact.playpanda@gmail.com with your order number, reason for return, and any supporting photos if applicable.
2. Receive Return Authorization: Our team will review your request and provide a return authorization and detailed instructions.
3. Return Packaging: Safely package the item, ensuring all tags and original packaging are included, and attach the return authorization form.
4. Shipping: Use a reliable shipping service with tracking. Return shipping costs are covered by the customer or covered by us if defective or incorrect.

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Refund Policy

• Refund Approval: Once we receive and inspect your returned item, we will notify you regarding the approval status.
• Processing Time: Approved refunds will be processed to your original payment method within 10 business days. Your bank or credit card provider may require additional time to post the refund.
• Confirmation: You will receive a confirmation email once the refund is processed.

If you do not see the refund within the expected time, please check with your bank. For further assistance, contact us at contact.playpanda@gmail.com

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Exchange Policy

We do not exchange products. We offer exchanges for incorrect or defective items. We do not exchange used, opened, slightly opened products. Contact us, and we’ll cover the return shipping costs for eligible exchanges. If an incorrect size was ordered, please follow the return process and then place a new order for the correct size.

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Exceptions and Special Cases

• Defective or Damaged Items: If your item arrives damaged or defective, contact us within 48 hours. We’ll arrange a return at no cost to you and offer a replacement or full refund as per your preference.
• Incorrect Product: If you receive an incorrect item, please contact us, and we’ll cover the return shipping and send you the correct item promptly.
• Lost Packages: If your package does not arrive within the estimated timeframe, contact us so we can initiate an investigation with the shipping carrier.

Processing Times

• Return Window: Returns must be initiated and shipped within 30 days of receiving the item.
• Inspection Period: Once received, returns are inspected.
• Refund Issuance: Refunds are processed to the original payment method within 10 business days after inspection.
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Return Shipping Address

Please send approved returns to:

1228 Cornerway Boulevard, San Antonio TX 78219 United States

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Contact Information

If you have further questions or require assistance with returns or refunds, please reach out:

• Email: contact.playpanda@gmail.com
• Phone: +1 210 5710241
• Address: 1228 Cornerway Boulevard, San Antonio TX 78219 United States