Returns & Refunds

At Carvelli, we want your little one's next favourite toy to be exactly right — whether that's a wooden puzzle for tiny hands or a xylophone for your budding musician. If something's not quite working out, here's how returns work.

Our 30-Day Return Window

You've got 30 days from the date your order arrives to request a return.

To qualify for a return, your item needs to be:

·         Unused and unopened, in the same condition you received it

·         In its original packaging, with all tags, inserts, and accessories included

·         Accompanied by your order number or proof of purchase

Electronics, calculators, and cash boxes are eligible under the same 30-day window, but must be unopened and in their original packaging to qualify for a change-of-mind return. If one of these arrives defective, damaged, or incorrect, see "Damaged or Incorrect Items" below.

How to Start a Return?

Since a lot of our products ship directly from our supplier partners, please email us first at [support email] with your order number, the item name, and the reason for your return. We'll confirm the correct return address and next steps for your specific item, so nothing gets lost along the way.

How Refunds Work?

Once your return is received and inspected by our supplier, we'll email you to let you know it's been approved (or, if there's an issue, we'll explain why). Approved refunds go back to your original payment method, and you should see it reflected within 5–10 business days, depending on your bank or card provider.

A note on restocking fees: Carvelli works with a network of supplier partners rather than keeping stock on our own shelves, so we don't charge a blanket restocking fee. In rare cases, a supplier may apply one,  this typically only happens if an item comes back with opened or compromised packaging, or missing parts. If that applies to your return, we'll always disclose the exact amount before your return is processed, so there are no surprises.

Return Shipping Costs

Return shipping is the customer's responsibility, unless the item arrived damaged, defective, or wasn't what you ordered, in which case, we've got you covered and there's no cost to you. Original shipping charges are non-refundable.

Damaged or Incorrect Items

Mistakes happen, and we want to make it right. If your order arrives damaged, defective, incomplete, or isn't what you ordered, contact us within 14 days of delivery with a few photos of the item and packaging. We'll work with our supplier to get a replacement or refund sorted quickly, with no return shipping cost to you.

Final Sale Items

A few items can't be returned, for safety and hygiene reasons:

·         Clearance or final sale items (marked as such at checkout)

·         Items that have been opened, used, or are missing original packaging

·         Products that touch the mouth or skin for hygiene reasons (like certain sensory or teething items), once opened

If you're not sure whether your item qualifies, just ask us before you buy — we're happy to check.

Safety & Age Grading

Many of our toys include small parts. Always check the recommended age range on the product page and packaging before purchasing, and use toys under adult supervision. For children under 3, avoid items with small parts or button batteries. Choosing a toy that matches both your child's age and current skill level helps avoid the disappointment of a toy that's too simple or too advanced — and helps you avoid needing a return in the first place.

Exchanges

Want a different item entirely? The fastest way is to return your original item (once approved) and place a new order for what you'd like instead. That way you're not waiting on us to receive the old one before the new one ships.

Questions?

We know return policies can feel like fine print, so if anything here is unclear, just send us a message. We're a small Canadian team and we'd genuinely rather sort things out than leave you frustrated.

These frequently asked questions are compiled from active online parenting communities and e-commerce forums to address real buyer concerns.

 

MAKE A WIDGET FOR FAQS (IF SOMEONE CLICKS ON THE QUESTION, IT EXPANDS TO SHOW ASNWER)

Can I return a toy if I opened it but my child doesn't like it?

Returns are accepted within 30 days of delivery, but the item must be unused and unopened, in its original packaging with all tags, inserts, and accessories. If the toy's been opened or used, it generally isn't eligible for a change-of-mind return. Some mouth- or skin-contact products also can't be returned once opened, for hygiene reasons.

What if my toy arrives with a missing or broken piece?

If your order arrives damaged, defective, incomplete, or different from what you ordered, contact us within 14 days of delivery with photos of the item and packaging. We'll work with our supplier to arrange a replacement or refund, at no return shipping cost to you.

Who pays the return shipping if I change my mind?

For eligible change-of-mind returns, the customer covers return shipping, and original shipping charges are non-refundable. If the item arrived damaged, defective, incomplete, or incorrect, we cover the return cost.

How can I tell if a toy is final sale before I buy it?

Clearance and final-sale items are marked as such at checkout. These can't be returned, and neither can items that have been opened or used, or are missing their original packaging.

Do calculators, cash boxes, and other electronic items have the same return policy as toys?

The 30-day window applies, but the item must be unused, unopened, and in its original packaging to qualify. If an electronic item arrives defective, damaged, incomplete, or incorrect, contact us within 14 days of delivery with photos and we'll resolve it with the supplier.

How do I know if a toy is the right age and skill level for my child?

Check the recommended age range and product details before ordering, and think about your child's current skills as well as their age. A toy meant for an earlier stage might feel too simple, while one for older kids might need skills your child hasn't developed yet. Matching both age and skill level helps you find a better fit the first time.

How long does delivery take, and will I get tracking information?

Delivery times vary a bit depending on the product and supplier, since Carvelli works with a network of supplier partners. Once your order ships, you'll receive tracking information as soon as it's available so you can follow its progress.