Flexible Options for Busy Parents
At Kukoo Montessori, we understand that life with little ones is full of surprises. Sometimes you change your mind, or plans shift unexpectedly. We want you to shop with confidence, knowing that our cancellation policy is designed to be fair, transparent, and as accommodating as possible.
Below, we outline when and how you can cancel an order, and how we handle different types of products.
⏳1. Our Cancellation Windows
Because we offer both ready-to-ship wooden toys and custom-engraved pieces, the time you have to cancel depends on what you ordered.
The Window: You have strictly 24 hours from the time of purchase to cancel or modify your order.
Why 24 Hours? Our personalized toys are handcrafted. After 24 hours, your order moves to our workshop where our artisans begin the laser engraving and finishing process. Once a toy is engraved with your child’s name, it cannot be erased or resold.
📝2. How to Request a Cancellation
To ensure we catch your order before it moves to the next stage, speed is key.
Step 1: Email us immediately at [email protected].
Step 2: Use the subject line: “CANCELLATION REQUEST – Order #[Your Order Number]”.
Step 3: Briefly state that you wish to cancel. No lengthy explanation is needed, though feedback is always welcome.
💡Tip: If you are close to the 24-hour deadline for a personalized item, please give us a call at +1 (817) 4846268 during business hours for immediate assistance.
💸3. Refunds & Processing
If your cancellation request falls within the eligible window, here is what happens next:
Confirmation: We will send you an email confirming that your order has been successfully cancelled.
Refund Timeline: We process refunds immediately upon cancellation. However, it typically takes your bank or credit card issuer 5-10 business days to post the funds back to your account.
Refund Method: All refunds are issued to the original payment method used at checkout (Credit Card, PayPal, etc.).
Full Amount: You will receive a 100% refund, including any shipping fees or taxes paid.
🚫4. When Cancellation Is Not Possible
We always try to say “yes,” but there are specific scenarios where we cannot accept a cancellation:
Order Has Shipped: If the tracking number has been generated and the package has left our facility. In this case, please refer to our Refund and Returns Policy for information on how to return your order after delivery.
Personalized Items in Production: If more than 24 hours have passed since you ordered a custom name puzzle or engraved busy board.
Rush/Expedited Orders: If you selected “Rush Shipping” or “Priority Processing,” these orders are sent to the floor immediately to meet your deadline and often cannot be stopped.
🛠️5. Mistakes & Corrections
What if I made a typo in the personalization?
If you catch a spelling error within the 24-hour window, email us immediately! We can update the text for you at no charge. If the window has passed, please contact us anyway—we will do our best to help (e.g., offering a discount on a replacement), though we cannot guarantee a free fix.
What if Kukoo Montessori made a mistake?
If you receive an item that is damaged, or if we made an error in the engraving (e.g., we carved “Jason” instead of “Mason”), this is not a cancellation issue—it is our responsibility to fix it. Please contact us, and we will send a free replacement or issue a full refund immediately, regardless of the time passed.
🤝6. Need Help?
If you are unsure whether your order is eligible for cancellation, just ask. Mary and the team are here to help you find a solution. Visit our Contact Us page for additional ways to reach our support team.
📧 Email: [email protected]
📞 Phone: +1 (817) 4846268
Business Hours: Monday – Friday, 9:00 AM – 5:00 PM CST