Frequently Asked Questions (FAQs)

What is Maple & Kids?

Maple & Kids is a family-focused online store created for parents, caregivers, and gift-givers looking for thoughtful products for children and everyday family life 😊 We aim to offer items that feel fun, useful, engaging, and easy to enjoy at home.

Our goal is to make shopping simple, friendly, and reliable for customers across Canada.

Where is Maple & Kids located?

Maple & Kids is based in Canada.

Business Address:
1165 W 10th Ave
Vancouver, BC V6H 1J2
Canada

Some orders may be prepared and shipped through our trusted fulfillment warehouse in Hong Kong.

Warehouse Address:
No. 139 Tai Shui Hang S St
Ma On Shan, Sha Tin District
Hong Kong

How can I contact Maple & Kids?

You can contact our customer support team by email at support@mapleandkids.com 📧

For the fastest assistance, please include your full name, order number if applicable, and a clear description of your question or concern.

Do you have customer reviews?

Yes. We value customer feedback because it helps us improve our store, products, and service.

You can view or share your experience with Maple & Kids on Trustpilot:
https://www.trustpilot.com/review/mapleandkids.com

Ordering Questions

How do I place an order?

You can place an order directly through our website by choosing the product you like, adding it to your cart, and completing checkout. Please make sure your shipping address, email address, and payment information are correct before submitting your order.

Once your order is placed, you should receive an order confirmation email with your purchase details.

Can I change my order after placing it?

If you need to change your order, please contact us as soon as possible at support@mapleandkids.com. We will do our best to help, but changes cannot be guaranteed once an order has already been processed, packed, or shipped.

Possible order changes may include shipping address updates, item changes, or quantity adjustments, depending on the order status.

Can I cancel my order?

You may request an order cancellation by contacting us as quickly as possible at support@mapleandkids.com. If your order has not yet been processed or shipped, we will do our best to cancel it.

Once an order has entered fulfillment or shipping, cancellation may no longer be possible, and the order may need to be handled through our return process after delivery.

Why did I not receive an order confirmation email?

If you did not receive an order confirmation email, please check your spam, junk, or promotions folder first. It is also possible that the email address entered at checkout may have been misspelled.

If you still cannot find your confirmation email, please contact us at support@mapleandkids.com, and we will gladly help you locate your order.

Shipping Questions

Where do you ship?

Maple & Kids currently ships to customers within Canada 🍁

At this time, we do not offer shipping outside Canada. If our shipping destinations change in the future, we will update our website policies accordingly.

How much does shipping cost?

We offer a flat shipping fee of $4.95 CAD on all orders 📦

This simple flat-rate shipping helps keep checkout clear and transparent, so you know what to expect before placing your order.

How long does order processing take?

Order processing typically takes 1–2 business days before your package is shipped.

Processing times may vary slightly during weekends, public holidays, high-volume periods, promotions, or unexpected operational delays.

How long does delivery take?

After your order has been processed and shipped, the estimated delivery time is usually 9–15 business days.

Delivery times are estimates and may vary depending on your location, carrier activity, weather, holidays, customs processing when applicable, or other circumstances outside our control.

Will I receive tracking information?

Yes. Once your order ships, you will receive a shipping confirmation email with tracking information when available 🚚

Please allow some time for tracking updates to appear, as courier systems may take a short period to refresh after your package has been handed over.

Why is my package shipping from Hong Kong?

Some Maple & Kids orders may be prepared through our trusted fulfillment warehouse in Hong Kong. This helps us offer a wider product selection while continuing to serve customers in Canada.

Even when fulfillment involves our Hong Kong warehouse, Maple & Kids remains committed to providing clear support, reliable service, and a smooth customer experience.

What should I do if my package is delayed?

If your package has not arrived within the estimated delivery timeframe, please contact us at support@mapleandkids.com with your order number and shipping details.

Our team will review your order and help you with the next steps.

What happens if my package is lost?

If your order is confirmed lost by the carrier or has not been delivered within 60 days from the shipping date, Maple & Kids may offer a suitable resolution, such as a replacement or refund, depending on the circumstances.

Please contact us so our support team can review the situation and assist you.

Payment Questions

What payment methods do you accept?

We currently accept the following payment methods:

American Express
Discover
Google Pay
Maestro
Mastercard
PayPal
Visa

Payment method availability may vary depending on your device, browser, location, or payment provider settings.

What currency do you use?

All prices on our website are displayed in Canadian Dollars (CAD) unless otherwise stated.

If your payment provider uses a different currency, your bank or card issuer may apply currency conversion rates or additional fees according to their own policies.

Is checkout secure?

Yes. Maple & Kids uses secure checkout systems to help protect your personal and payment information.

Payment details are processed through trusted payment providers, and Maple & Kids does not store full payment card details on our own systems.

Why was my payment declined?

A payment may be declined for several reasons, including incorrect billing details, insufficient funds, card restrictions, bank security checks, payment provider issues, or temporary technical problems.

Please review your payment information and try again, use another accepted payment method, or contact your bank or payment provider for more details.

Returns and Refunds

What is your return policy?

We accept eligible return requests within 30 days of receiving your order.

To qualify for a return, the item must generally be unused, in its original condition, and in its original packaging with all included parts, accessories, and materials.

How do I start a return?

To start a return, please contact us at support@mapleandkids.com within 30 days of receiving your order.

Please include:

Your full name
Your order number
The item you would like to return
The reason for your return request
Photos or videos if the item arrived damaged, defective, or incorrect

Please do not send any item back without contacting us first, as unauthorized returns may not be accepted.

Who pays for return shipping?

Customers are responsible for return shipping costs unless the item arrived damaged, defective, or incorrect due to an error on our part.

We recommend using a trackable shipping service when returning your item, as Maple & Kids is not responsible for returns that are lost, delayed, or damaged during return transit.

How long does a refund take?

Approved refunds are processed within 10 business days to the original payment method.

Your bank, credit card provider, or payment processor may take additional time to post the refund to your account after we process it.

Can I exchange an item?

Exchanges may be available depending on product availability. If you would like to exchange an item, please contact us at support@mapleandkids.com.

If the item you want is unavailable, we may offer a refund, replacement option, or store credit where appropriate.

What if my item arrives damaged, defective, or incorrect?

Please contact us as soon as possible at support@mapleandkids.com with your order number and clear photos or videos showing the issue.

Once our team reviews the concern, we may offer a suitable resolution, such as a replacement, refund, or store credit, depending on the situation and product availability.

Product Questions

Are your products suitable for children?

Maple & Kids offers family-friendly products, including items designed for children, learning, play, creativity, and everyday enjoyment.

Please review each product description, images, age guidance, and safety information before purchasing to make sure the item is suitable for your child.

Should children use the products with adult supervision?

Yes. We recommend adult supervision whenever appropriate, especially for younger children or products with small parts, moving parts, craft materials, batteries, water use, or assembly requirements.

Parents and guardians should always decide whether a product is suitable based on the child’s age, ability, and needs.

Are product colours and sizes always exact?

We do our best to display product colours, sizes, and details accurately. However, slight variations may occur due to screen settings, lighting, product batches, manual measurements, or supplier updates.

Please review product descriptions carefully before ordering.

What if I have a question before buying?

We are happy to help 😊 Please contact us at support@mapleandkids.com if you have a product question before placing your order.

Our team will do our best to provide helpful information so you can shop with confidence.

Privacy and Website Questions

How do you protect my personal information?

We take customer privacy seriously and use reasonable safeguards to help protect personal information from unauthorized access, misuse, loss, or disclosure.

For more details, please review our Privacy Policy.

Do you sell my personal information?

No. Maple & Kids does not sell your personal information.

We may only share information with trusted service providers when needed to operate our store, process orders, deliver packages, provide customer support, manage payments, or improve our services.

Do you use cookies?

Yes. Our website may use cookies, pixels, analytics tools, and similar technologies to help the website function properly, improve the shopping experience, support advertising, and understand website performance.

You may manage cookies through your browser settings, although disabling certain cookies may affect website functionality.

Do you send marketing emails?

If you subscribe or agree to receive marketing emails, we may send updates about products, promotions, new arrivals, and store news.

You can unsubscribe at any time by using the unsubscribe link in our emails or by contacting us at support@mapleandkids.com.

Need More Help?

We’re here to help make your Maple & Kids experience smooth, friendly, and enjoyable 💛

Company Name: Maple & Kids
Business Address:
1165 W 10th Ave
Vancouver, BC V6H 1J2
Canada