1. Shipping Information

    Covid19 Update

    The PBS KIDS Shop warehouse and processing operation is located in Illinois. On Friday, March 20, the Illinois Governor announced a statewide stay-at-home order aimed at stopping the spread of COVID-19. As a result, any orders placed on the PBS KIDS Shop before May 1, 2020 will take 3-4 weeks to produce and ship. If you have placed an order and wish to cancel, please contact Customer Service at 866-531-6305 or via email at customerservice@shop.pbskids.org.

    Unless that stay-at-home order is extend, the PBS KIDS Shop will return to regular operations on May 1, with orders processed in 7-10 days.

    We apologize for the inconvenience and thank you for your continued support of PBS KIDS.

    Item Availability

    A product's availability is noted on the product's detail page as "In-Stock" or "Out of Stock." If the item is out of stock, there will be a "Notify Me" option, which will allow you to enter your e-mail address to be notified as soon as the item is back in stock. Most items on our site are in stock and ready to ship.

    In-Stock Items

    In-Stock items will be shipped once the item is located in stock, your payment is approved, and the receiving address is verified. Most orders for In-Stock (not custom printed) items are processed and shipped within 1-2 business days.

    For example, if you order an In-Stock item on Monday it will leave the warehouse by end-of-day Wednesday. During checkout, you will get to select a shipping method, see below for shipping method explanations. Please note that business days are Monday-Friday, excluding federal holidays within the United States.

    Please note expected shipment times specify when an item is expected to leave our warehouse not when the item will arrive at its final shipping destination. After your order leaves our warehouse, delivery times vary according to the shipping method you select during checkout and the location of your shipping address.

    Custom Printed Items

    The terms Custom Printed and Custom Item refers to any product on Site that is shown with the opportunity for personalization on it. Regardless if you choose to add a name or not, the rest of the design is still printed at the time of the order – making the entire product “Custom Printed”.

    Custom Printed Items (with or without name) will take 12-14 business days to be printed. Once the item is printed it will be shipped out using your selected method. For more information on shipping and timeframes please see below.

    Shipping Methods and Costs

    Depending on the item(s) purchased and the delivery location, different shipping methods will be available. Each shipping method has its own restrictions and charges that will be applied to your order.

    At checkout, you will be prompted to choose a shipping method for your item(s). (Please note, some items may offer only one shipping method.) Shipping costs are dependent on the items in your order and the shipping method you select. Your total shipping charges will automatically compute during checkout prior to the completion of your order.

    You may have the option of upgrading your shipping method for faster service (such as Express or Overnight delivery). If you choose to upgrade your shipping method, your order must be received and clear credit authorization by 12:00 p.m. (noon) EST or your order may not be processed until the following business day. Business days are Monday-Friday, excluding federal holidays within the United States.

    Orders with quantities larger than 20 or orders that total $500 or more are subject to individual review for fraud and other factors. Additional shipping and handling and other costs may apply to these orders if determined to be legitimate. After the order has been reviewed, we contact customer(s) with updated shipping, handling and any other fees. Customer(s) can then accept additional costs or cancel the order(s). Customers must promptly respond to customer service requests for verification within 24 hours. If not, these orders may be cancelled and pending payments returned to the customer(s). We reserve the right to accept or decline any and all orders.

    Domestic Shipping (Shipping timeframes do not apply to Alaska, Hawaii, Virgin Islands, Guam, Puerto Rico or APO/FPO)

    • Standard Shipping – Shipped and delivered through the United States Post Office. This is our most economical shipping method. Delivery confirmation is provided and this method takes approximately 4-7 business days for delivery. P.O. Boxes are accepted with this shipping method.
    • Express Delivery – Shipped and delivered via FedEx. This method is guaranteed to arrive within 2 business days (Monday - Friday, excluding holidays) to most locations in the U.S. mainland after the package leaves our warehouse. Generally all Express Delivery orders ship from our warehouse in 1-2 business days (except for custom printed items). This method CANNOT ship to P.O. Boxes.
    • Overnight Delivery – Shipped and delivered via FedEx. Guaranteed next business day delivery to most locations in the U.S. mainland after the package leaves our warehouse. Generally all Overnight Delivery orders ship from our warehouse in 1-2 business days (except for custom printed items). Shipping to your business address could result in more timely delivery over shipping to your residential address. This method CANNOT ship to P.O. Boxes.

    Drop Ship

    The PBS KIDS shop offers a large selection of items that may be sent by various shipping carriers depending on the type of item and from where the item is shipped. Orders that contain items shipping from various locations will arrive in separate packages. Please allow 3 to 4 extra days for shipping these items. Expedited or express shipping may not be available during checkout on orders containing these items. Drop ship items include Party Supplies, Costumes, Books, DVDs and CDs. Party Supplies and Costumes cannot be shipped to Alaska, Hawaii, or Canada.

    Shipping to Canada

    We offer FedEx International Economy shipping to Canadian addresses that is called Canada Standard in the checkout process. Canadian customers can expect delivery of their orders in 4-7 business days. Orders that contain custom printed items require an additional 5-7 business days to be created prior to shipping. We cannot ship Party Supplies, Costumes, Books, DVDs, Blu-ray Discs, or CDs to Canada at this time. Expedited or express shipping is not available for Canadian orders.

    Shipping to Outside U.S. and Canada

    We currently ship all products only to U.S. addresses and certain groups of products to Canadian addresses.

    Shipping to Alaska, Hawaii, Virgin Islands, Guam and Puerto Rico and APO Addresses

    • We ship all orders to Alaska, Hawaii, Virgin Islands, Guam and Puerto Rico using the best available method and carrier. While most orders arrive in a timely manner, occasionally shipments may take 2-5 weeks. We cannot ship Party Supplies or Costumes to Hawaiian or Alaskan addresses at this time. Orders delivered to APO addresses can take anywhere from 2-5 weeks.
    • If you haven't received your order in 14 business days, please email Customer Service.
    • APO/FPOs can’t accept packages shipped via UPS or Fed-Ex, Express or Overnight. We can only ship standard shipping and some military zip codes can take up to 8 weeks to be delivered.

    Shipping Rules and Restrictions

    • Orders are shipped on business days only. Business days are Monday-Friday, excluding federal holidays within the United States.
    • Shop.PBSKIDS.org makes every effort to ship In-Stock (not custom printed) items within 1-2 business days of order placement.
    • All expedited orders require a street address.
    • Please allow an additional 12-14 business days for all custom printed items (with or without a name) to be created prior to shipping.
    • Please call a Customer Service Specialist at 1-888-957-9696 if you have any questions.

    Oversized Items

    Oversized items include train tables, play boards, furniture items, large train sets, and other items denoted on the site. Each item will be charged the applicable oversized shipping charges. Oversized items are not eligible for free shipping promotions and are not available to be shipped internationally or using expedited shipping methods.

    Tracking Your Order

    At our warehouse, tracking numbers are assigned to packages and are generally available within 24 hours. However, it may take up to 48 hours or longer before the package is checked into the carrier's tracking system. Therefore, even though your package has already shipped from our warehouse and is on its way to you, the carrier may not be able to provide any information about your package for up to 48 hours or more. Please allow an additional 12-14 business days for custom printed items to be created prior to shipping.

    When you click on “Track Order”, you will be prompted to login with your e-mail address and order number. An order summary page will provide you with detailed information about your current order or past orders. After your order is shipped, your tracking number, if available, will be displayed. Depending on the shipping company, you can click on the tracking number to view the delivery status of your order. A shipping company may not have the ability to track a number for up to 24 business hours.

    Orders placed on Shop.PBSKids.org may be delivered by one of several different carriers and shipping methods. Therefore, tracking availability may vary depending on the type of item you purchased, the shipping method you selected during checkout, and the carrier that is delivering your item(s).

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