Frequently Asked Questions
Most Popular
To serve as many customers as thoroughly as possible, we don't take phone calls. The best way to reach us is our email address, hello@kidscouch.ca. If there are any issues with your order, please reach out to us within one hour of placing the order. You'll receive an automated response with some helpful info as soon as your email is received, and then someone from our team will follow up as soon as possible (we're available 7 days a week).
All new orders will ship within 1 business day of purchase! You'll receive a shipping confirmation email as soon as your order leaves the warehouse. Please note that because orders ship quickly, cancelation requests and order modifications, like shipping address changes, may not be possible. We strongly encourage careful review of all order details when placing your order, and again when you receive your order confirmation email. If there are any issues, please email us at hello@kidscouch.ca within one hour of placing the order.
Kids Couch doesn’t like to live in its box, so the sooner you can open it up, the better. Kids Couch travels to you tightly compressed and wrapped up like a foam burrito — but the longer it’s in there, the longer it will take to pop back to form and un-wrinkle, so we strongly recommend you open your box as soon as it lands on your front doorstep!
Because Kids Couch travel to you in a tightly compressed burrito, we ask that you give them one to two weeks after opening to fully fluff back to form. Foam is super malleable, so it's not uncommon for it to look a little wrinkly and smushed in certain places right after opening. However, it is 100% ready to be played with! We've found that having your children play with the Kids Couch often helps the foam find its original shape faster than it would if it's just sitting idle.
Yes! The only time when we may ship an item separately is if we're in a back-order situation and consequently split your order. An example would be your Kids Couch arriving asap, but a cover set arriving a week later due to back-order. You will know if an item is in back-order though, prior to purchasing it.
All orders are charged at the time of ordering! Your card will be charged as soon as you place your order.
If you've changed your mind about your order, please email us right away at hello@kidscouch.ca within 1 hour of placing the order with the subject line "CANCEL Order [Your Order Number]" and our customer team will get back to you ASAP. As long as your order hasn't shipped yet, we will cancel it and refund your money.
Cancelations cannot be reversed. Once a cancelation is processed, the funds will be released immediately, but may take 3-10 days for the credit to post to your account.
Oh no! Our team takes quality very seriously and we're happy to help. If you have just opened your package and see any of the following concerns, please let us know via email hello@kidscouch.ca within 48 hours of receiving your order. The following must be reported within 48 hours of receipt:
Email hello@kidscouch.ca with 2-3 pictures of the issue, including a picture of the shipping label, along with your order confirmation number so that we can get you back in action ASAP!
Yes! Kids Couch was made for imagination, relaxation, and everything in between, which means that their zippers, seams, and handles should stand up to everyday use. Our products come with a limited one-year warranty that covers manufacturing defects that functionally impair the look or use of your product. If you come across a defect, email hello@kidscouch.ca with 2-3 pictures of the issue, along with your order confirmation number so that we can help! It’s our way of saying we don’t just sit on Kids Couch — we stand behind it.
We know, we know... rules aren't always the most fun, but safety is at the top of our priority list. It's why all of our products go through extensive testing, long before they land on your doorstep. Kids Couch makes excellent forts, theatrical backdrops, cozy reading nooks, and so many more things that your kiddos will think of before we do... but, like many products for the little ones we love most, they should not be used without adult supervision. Kids Couch is meant for open spaces and should be used with caution on hard surfaces. If your child is extra adventurous, we highly recommend sticking with setups that are close to the ground, as Kids Couch is made out of foam and is, by nature, a pliant and lightweight substance — the product should not be used as a launchpad or a jungle gym. We created Kids Couch to give children endless options for open-ended, imaginative play, but we are not responsible or liable for the use of our products outside of our factory.
Yes! We share lots of behind-the-scenes fun, important announcements, and plenty of content over on our Instagram page — @KidsCouch.ca We also have a Facebook page where we share all of our Instagram posts as well.