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FAQ

Frequently Asked Questions

Our customer service department gets asked a lot of questions every day, and some of them are so common that we thought it would be helpful to post this list of frequently asked questions!  If you have a question, search for it on this page.  If your question isn't here, feel free to contact us for help.

 

Do you ship internationally?

Do you ship toy guns and airsoft guns internationally?

Do you ship to P.O. boxes?

I want to return my purchase and get a refund.  How do I do this?

How do I change my order? I want something else now.

It is now Monday morning and the order I placed on Friday still hasn't shipped.  What is wrong?

Why I am getting an error message at check out?

My toy gun with lights and or sounds isn't working.  What should I do?

I keep trying to put an item in my cart, but there is no "add to cart" button.  (It may also say the SKU for an item is unavailable).

I forgot to use a coupon code (or just noticed one I could have used).  Can I have it retroactively applied to my order?

Why isn't my Visa Gift Card working at checkout?

 

QUESTION:  Do you ship internationally?

ANSWER:  Yes, we ship to most countries around the world.  If the country you are trying to ship to does not show up in our shipping tool, it does not mean we do not ship to that country, it just means that you need to contact us by phone to make special arrangements.

 

QUESTION: Do you ship toy guns and airsoft guns internationally? 

ANSWER:  Yes, we will ship your toy gun or airsoft gun internationally.  However, we will not accept responsibility for the loss of your items should either the US Customs Department or your country's Customs Department seize all or part of your order.   We do not keep track of every country's toy gun import laws and therefore it is YOUR responsibility to make sure the items you are purchasing meet your country's toy gun laws.  No refund of any kind will be given and you place the order at your own risk.  For a list of toy guns we can definately ship internationally, Click Here.

 

QUESTION: Do you ship to P.O. Boxes?

ANSWER:  Nope, sorry!  Due to an increase in the relationship between credit card fraud and P.O. Box addresses we no longer ship to them. Please provide a valid business or residential address at checkout. If you are unable to change your PayPal address or if you have received an email from our customer service department requesting a non P.O. Box address, please contact us by phone at 1-760-981-1010 or email at customerservice@kids-army.com

 

QUESTION:  I want to return my purchase and get a refund.  How do I do this?

ANSWER:  Please send an email to customerservice@kids-army.com and wait for us to confirm your return request.  We offer a 15 day return policy on Toy and Airsoft Guns, and a 30 day return policy on all other items.   Items must be returned to us in the original packaging and in unused condition. All returns are subject to a 15% restocking fee. Returned items will be inspected and awarded a partial refund less the restocking fee if opened or used. Items inspected and found not to qualify for a refund will be returned to the customer. Shipping and handling to/from Kids Army Inc is nonrefundable.

A copy of your invoice or packaging slip must accompany all returns. Expect to receive the refund within four weeks from shipping your return. You will receive your refund via the form of payment that you used. When returning your items, please make sure you enclose a copy of your sales order or the following information:

  • Name, Address, and Telephone number
  • Order number
  • List of items returned
  • Reason for returning

We recommend that you use certified or traceable mail. Please contact your post office or parcel carrier for advice. We do not offer returns on sales outside the United States. Gift wrapping is a nonrefundable service. After recieving confirmation from customer service, please mail your items to:

Kids Army Inc. 
Attention: Returns
17485 Catalpa Street Ste B1
Hesperia, CA 92345 USA

 

QUESTION: How do I change my order? I want something else now.

ANSWER:  We cannot substitute products in your order after you confirm it.  If you call customer service before the order ships (typically 24 hours), we can 1) Change your address and contact information if you entered it incorrectly, 2) Refund you for part of the order if you decide you don't want something, or 3) cancel and refund your entire order.  

QUESTION:  It is now Monday morning and the order I placed on Friday still hasn't shipped.  What is wrong?  

ANSWER:  No worries- nothing is wrong! The Kids-Army warehouse operates on weekdays.  This means when you place an order on Friday, we see it the next Monday and ship it out that afternoon.  

 

QUESTION: Why I am getting an error message at check out?

ANSWER:  If you are getting an error message at check out in regards to the payment, it is most likely due to the billing details. The address you input as the billing address must be an exact match to the address that the card company or bank has on file, this is usually the address where the statements are send for that card. Please double check that the billing address is the address that the card is registered to. You can ship to a separate address if you like.

 

QUESTION: My toy gun with lights and or sounds isn't working.  What should I do?

ANSWER:  First, try replacing the batteries.  The ones that are boxed with the guns are occasionally faulty.  If the gun still doesn't function properly, please contact customer service to request a replacement.

 

QUESTION: I keep trying to put an item in my cart, but there is no "add to cart" button.  (It may also say the SKU for an item is unavailable).

ANSWER:  There is an item that is out of stock in the product you are trying to order.  Check back later, or choose a similar product to add in its place. 

 

QUESTION:  I forgot to use a coupon code (or just noticed one I could have used).  Can I have it retroactively applied to my order?

ANSWER:  Unfortunately, no.  We can not give you a discount after you have placed an order.  Feel free to use the coupon code next time though!

 

QUESTION:  Why isn't my Visa Gift Card working at checkout?

ANSWER:  Kids Army does not currently accept Visa Gift Cards as payment, due to their frequent association with fraudulent orders.