Refund policy

At Playroom Avenue, we want you and your family to be delighted with every purchase. If for any reason you’re not completely happy, eligible items may be returned within 14 days for a refund, subject to the conditions outlined below.

General Return Guidelines

  • Items must be new, unused, and in their original packaging with all tags, instructions, and pieces intact.

  • Returns must be initiated within 14 days of the sale date. Please note: Stapelstein offers a 14 day return window, and PlanToys is always final sale. If you have questions about a specific brand, please reach out prior to making a purchase.

  • Customers are responsible for return shipping costs. We may be able provide a prepaid label upon request, but the cost will be deducted from your refund. All return labels will ship from the original delivery address. 

  • A 3% credit card processing fee will be deducted from refunds, as these fees are not returned to us by the card processor.

  • Refunds are issued to the original form of payment. If that’s not possible, we will issue a check to the billing address provided at checkout.

  • Gift returns are eligible for store credit in the form of an electronic gift card. Please provide the recipient’s email address when initiating a return.

  • Sale and clearance items are eligible for store credit only.

  • Books, face paints, nail polish, make up, soaps, shampoo, lotions and ALL other body care products are FINAL SALE. 

  • All dress-up and Halloween costumes are FINAL SALE.

Order Cancellations

  • We are unable to cancel orders or make changes to your address once your orders have been placed.

  • Because items are shipped directly from our partner brands and makers, processing begins immediately after checkout. Please double-check your cart before completing your order.

Marketplace & Brand-Specific Returns

  • Playroom Avenue is a multi-brand marketplace, which means every item is shipped directly from the brand or manufacturer.

  • Returns must be sent back to the correct brand’s warehouse—not to Playroom Avenue.

  • When you initiate a return, our team will provide you with the appropriate return address and instructions for your item(s). If you're returning multiple items, this may require multiple return boxes and shipping labels. 

  • Some manufacturers may charge a restocking fee; if applicable, this will be deducted from your refund.

  • Once an order is placed, we can only honor the manufacturer’s return policy for that brand. If you’re unsure about eligibility, please reach out before placing your order.

  • All dress-up and Halloween costumes are final sale.

Damaged, Missing, or Incorrect Items

  • Please inspect your order as soon as it arrives.

  • If you receive an order that is damaged, missing items, or incorrect, contact us within 5 business days of delivery.

  • Provide your order number, packing slip, and a clear photo of the issue.

  • Claims submitted after 5 business days may not be eligible for a return, replacement, or refund.

Refund Calculations

  • Refunds are based on the price paid, minus:

    • Any promotional discounts or coupons used

    • Shipping charges and gift wrapping fees (if applicable)

    • The cost of return shipping (if we provide a label)

    • The 3% credit card fee

  • If returning items causes your order subtotal to fall below the a free shipping threshold for your order, standard shipping charges will be deducted from your refund.

Refund Timing

  • Refunds or store credits are processed within 7 business days of receiving your return at the appropriate warehouse.

  • Please allow 1–2 billing cycles for the refund to appear on your credit card statement.

How to Start a Return

To begin a return:

  1. Contact us by filling out the website contact form, emailing hello@playroomavenue.com, or calling (916) 581-1685.

  2. We will confirm whether your item is eligible and provide the correct return address for the brand’s warehouse.

  3. Pack the item securely with the original packing slip. You may reuse the original shipping box if it’s still in good condition.

Questions?

We’re here to help. Contact us at:
📧 hello@playroomavenue.com
📞 (916) 581-1685