Refund policy

Our Happiness Guarantee and Return Policy

We want you to be delighted with your purchase from the ABCmouse official merch store. Please note that this 'Happiness Guarantee' and return policy apply specifically to physical merchandise purchased through the official ABCmouse store, separate from ABCmouse educational apps and websites. For support related to the ABCmouse apps, websites, or subscriptions, please visit our support center or email us at support@abcmouse.com.

Eligibility for Returns

To qualify for a return, items must meet the following criteria:

  • Return Window: Items must be returned within 30 days of the delivery date. Returns beyond this window may not be eligible, except under warranty or special circumstances.
  • Condition: Items must be in new, unused condition with original packaging, parts, and accessories included. Clothing items must be unwashed and unworn.
  • Proof of Purchase: Provide the order number or proof of purchase (confirmation email or receipt).
  • Restocking Fee: A 5% restocking fee applies to all returns.

If items returned do not meet these criteria, we may issue a partial refund or decline the return, and will communicate clearly in such cases.

Non-Returnable Items

Certain items cannot be returned or refunded, including:

  • Final Sale Items: Items marked as final sale at time of purchase.
  • Used or Marked Workbooks: Due to their consumable nature, workbooks that have been written in, marked, or visibly used are non-returnable.
  • Digital Goods: Downloads, software, and digital access codes.
  • Opened Software/Media: Toys, video games, or software once unsealed.
  • Gift Cards: Gift cards and store credit vouchers.
  • Personalized Items: Customized products, unless defective or incorrectly produced.
  • Health/Safety Items: Opened personal care items or health-related products.

If you receive a damaged or defective non-returnable item, please contact us immediately for assistance.

How to Initiate a Return

You now have two convenient options to initiate a return:

Option 1: Self-Service Return (NEW!)

  1. Log in to your customer account via the email/SMS receipt from your original order or login here: https://shop.abcmouse.com/customer_authentication/redirect?locale=en®ion_country=US
  2. Select your product.
  3. Select "Request Return."
  4. Verify your item meets our return rules and is within the 30-day return window.
  5. Follow the prompts to complete your return request.
  6. You'll receive an email or SMS (if opted into SMS, charges may apply*) about your self-service return within 48 business hours.

Option 2: Email Customer Service

  1. Contact Us: Email support@abcmouse.com with your order number, item details, and reason for return.
  2. Receive Instructions: We'll reply with your Return Merchandise Authorization (RMA) number and return shipping details. We will also inform you of any shipping costs deducted from your refund, if applicable (See Return Shipping Costs below).
  3. Pack Securely: Return items in their original packaging (or equivalent) and include your RMA number and order details.
  4. Ship Your Package: Use our provided prepaid label (cost deducted from refund, if applicable), or your preferred trackable shipping method.
  5. Track & Confirm: Keep your tracking information until your return is processed.

Return Shipping Costs

  • Our Error or Defective Item: We cover return shipping and provide a prepaid label.
  • Customer Preference (changed mind, etc.): You cover return shipping. A prepaid label can be provided, with shipping cost deducted from your refund.

Refund Processing

Your final refund will be processed once products are received and cleared at our warehouse:

  • Upon receiving and inspecting your returned item (typically within 3-7 business days), refunds will be issued to your original payment method.
  • Refund includes item price and applicable taxes, minus any return shipping fees and the 5% restocking fee.
  • Original shipping charges are generally non-refundable unless we made an error.
  • Processing time: 5-7 business days for credit/debit cards, and 1-3 days for services like PayPal.

Exchanges

To exchange an item (e.g., size, different product):

  • Contact us via self-return or email support@abcmouse.com for exchange instructions and availability.
  • You are responsible for returning the original item; we'll ship the new item to you at no additional domestic shipping cost.
  • Price differences between exchanged items will be addressed individually.

Warranty and Defective Products

For product issues beyond the 30-day return window, check your manufacturer's warranty. Contact us for assistance or guidance on warranty claims.

Contact Us About Returns

For questions or to start a return/exchange:

Thank you for shopping with ABCmouse! Your Happiness is important to us.