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Customer Service



ORDERS

In order to fulfill your purchase smoothly we require all information on the order form to be filled completely and accurately. All information provided for orders will be used for billing purposes and to fulfill your orders. If we have trouble processing an order, we will use this information to contact you. We do not store your credit card information. All prices include charges for shipping and handling or taxes, if delivered to customers within the United States. For customers outside the United States, additional charges may apply. Your package may be subject to customs/duties charges.

PRODUCT AVAILABILITY

Although International Playground is dedicated to keeping our online stock levels current, we cannot guarantee product availability. If an order is placed, that cannot be filled within the normal shipping timeframe, the buyer will be contacted via email or phone. We reserve the right, without liability or prior notice, to revise, discontinue, or cease to make available any or all products or to cancel any order.

PAYMENT

We accept payments by Visa, Mastercard, Discover and American Express. Upon receiving your order we carry out a standard pre-authorization check on your payment card to ensure there are sufficient funds to fulfill the transaction. The pre-authorization is completed once the order has been packed and is ready to be shipped. If the billing or shipping information is incorrect or incomplete, we will contact you to confirm them before your order is shipped.

DOMESTIC SHIPPING

We offer free Standard Shipping to domestic customers on orders totaling over $175. Orders sent by Standard Shipping usually arrive within 3-7 days.

Standard Shipping		$8		3-7 Days
Express Service 		$30		1-2 Days

Orders generally take 1 business day to process and will ship the next business day. Orders placed on Friday will ship out on the following Monday. Once we have processed your order, you will receive an email letting you know your order has shipped. Your email will notify you of the carrier and tracking options. Standard Shipping will be via FedEx, FedEx SmartPost, or USPS and will take 3-7 business days. Express Shipping will be via FedEx and will take 1-2 business days. This does not include weekends or holidays.

We accept orders shipped to PO boxes and APO/FPO or U.S. Territories. Orders shipped to these addresses must be sent via FedEx SmartPost or USPS.

INTERNATIONAL SHIPPING

International Priority Mail	$35		1-2 Weeks
International Express Mail	$45		5-7 Days

Please note the above shipping dates are estimations. In rare occasions custom agents may delay delivery of some packages.

*Free Standard Shipping to Canadian customers for orders over $250.

Once International Playground has delivered the merchandise to the carrier, you will assume the risk of loss and title for the merchandise. You are responsible for any additional taxes and duties. International Playground is not responsible for any fees charged by customs. If you decide to refuse any shipments from International Playground, you are responsible for the original shipping charges to you, any duties, taxes and/or customs charges that are incurred on the package (on both the original and return shipments), and the cost of returning the package to International Playground. This amount will be subtracted from your merchandise refund.

RETURN INSTRUCTIONS

A Return Authorization number must be requested within 14 days of the order's delivery date. The item(s) must not be worn, altered or washed and be accompanied by original tags. Footwear must be accompanied by the original box in its original condition, without Post labels. We do not accept returns for underwear and swimwear. Shipping fees are not refundable.Items discounted 40% or more or marked final sale cannot be returned. 

All returns must be authorized by us prior to the return. Please email service@internationalplayground with the Purchase Order number, Sku, and REASON FOR RETURN. International Playground will reply with a return authorization number which must be written on the return box or envelope. Additionally, returns should be shipped with a service providing a tracking number and insurance as we are not responsible for delayed or lost packages. Any merchandise returned without a return authorization number will incur a non-negotiable re-stocking fee at 30% of the cost of the merchandise ordered, excluding tax and shipping. 

All returns and exchanges should be addressed to:
INTERNATIONAL PLAYGROUND
13 Stanton Street
New York, NY 10002
Tel: +1 (212) 228-2323

Alternatively, you can exchange or return your online orders at our New York store located at 13 Stanton Street in the Lower East Side. After placing your order online, please email service@internationalplayground.com referencing your old and new order number. We will let you know by email once the item is placed on hold for you at the store.

HOLIDAY RETURN POLICY

We are offering an extended return window for all web orders for the holiday season.  All orders purchased between November 15th and December 31st can be returned for store credit before January 15, 2014. Return requests must be placed by January 15, 2014. Please note, this policy does not apply to items purchased at our Stanton Street store location.

RETURN PROCESSING

Once we have received your package, your refund will be processed within 7 business days. You will be notified via email at the email address listed on your account when your order was placed. Please note that your banking institution may require additional days to process and post this transaction to your account once they have received the information from us (typically 3-5 business days). Original shipping charges are non-refundable.

EXCHANGES

We offer free shipping on all domestic exchange orders. Simply place a new order for the item you need to exchange and we’ll refund you the shipping fee. After placing your order please email service@internationalplayground.com referencing your old and new order number. The shipping fee on your new order will be refunded to your credit card within 5 business days.

Free shipping on new exchange orders is eligible for orders shipped via “Standard Shipping” mail within the United States. Exchanges can be made within 14 days of receipt. Sorry, this offer is not available for international orders.

CURRENCY RATE

All prices listed on International Playground are in US dollars, and charged US dollars. To get an estimate of approximately what the exchange rate currently is, click the below link:

XE.com - Foreign Exchange Rate Calculator

PRICE PROTECTION

Excluding COUPONS and temporary price reductions, we offer a onetime price adjustment on items purchased up to 14 days before the item goes on sale. Please note that, in order for an item to qualify for a price adjustment, the same style and size must be available for purchase at the time of your price adjustment request.

IS THIS SITE SECURE?

Your information is secured and encrypted with the Secure Socket Layer software. SSL encrypts all of your personal information, including credit card number, name, and address, so that it cannot be read over the internet.

PRIVACY POLICY

International Playground respects our customers' account information as private and confidential information and will never sell this to any outside affiliations or individuals. We may collect personally identifiable information when you visit our site. We also automatically receive and record information on our server logs from your browser including your IP address, cookie information and the page(s) you visited. We use this information to enhance your shopping experience.

TERMS & CONDITIONS

International Playground reserves the right to revise any of the above conditions and policies at any time.

WHO DO I CONTACT FOR FURTHER QUESTIONS?

If you have further questions please send an email to service@internationalplayground.com.


THANK YOU FOR SHOPPING INTERNATIONALPLAYGROUND.COM!