Frequently Asked Questions
Whether you are seconds away from placing your order or you have just begun looking into buying the perfect item for that unique space, this FAQ page will help you understand how to calculate shipping, how to place an order, and other important tid-bits to consider when purchasing from Totally Kids.
We value all of our customers near and far and if you have any further questions beyond these FAQs, please drop us a line. We look forward to hearing from you!
How much does shipping and handling cost?
Shipping prices vary depending upon the items being shipped and their end destination. We do our best to offer our customers the most cost-effective shipping prices possible. Our Personal Shoppers are able to provide shipping quotes on any of our products. If you're ordering large quantities, please work with our Personal Shoppers for the best possible shipping rate.
Direct Line: 952-881-2425 Email: firstname.lastname@example.org
How is my furniture shipped?
Our furniture is shipped via UPS, FED EX, and LTL Freight Carriers depending on the size of the items. All of our shipments include a standard, curbside delivery where the boxes are taken off of the truck but are not brought inside your home. Inside delivery and assembly services are available in some areas for an additional charge. All of our furniture is shipped fully insured to protect against the infrequent case of damages during the delivery process. When your order is shipped, you will be contacted via phone and email with your tracking information. Standard delivery is Monday through Friday. Weekend delivery may be considered non-standard by the carrier and incur additional charges. Once your order has reached the destination area, the carrier will contact you to schedule a delivery appointment.
How are small package goods such as toys shipped?
Small package goods are shipped via UPS, FED EX, and USPS depending on the items. Shipping options are presented to you at the time of checkout and the option you choose will determine the estimated delivery time. Not all shipping services guarantee the estimated delivery time as each carrier and the services it offers are different.
- UPS service information can be found at https://www.ups.com/service-selector
- FedEx service information is at https://www.fedex.com/en-us/shipping/services.html
- USPS service information is shown at https://www.usps.com/ship/mail-shipping-services.htm
Will my new furniture be assembled upon delivery?
Standard curbside shipping rates do not include inside delivery assembly services. Inside delivery and assembly is available upon request in some areas throughout the USA for an additional charge. Please contact our Personal Shoppers for these options. We also recommend Handy.com for furniture moving and assembly services.
If I order today, how long will it be until I receive my order?
For orders shipping within the contiguous United States, the typical lead time from payment confirmation to having product in your home is specified on the product detail page. With the impact on supply and manufacturing chains due to the pandemic, we are checking lead times during the week multiple times and updating the site accordingly. Even then, some of those are best guesses from our manufacturers and may change. Custom-made items may take even longer. Please contact one of our Personal Shoppers to get a more accurate lead time on the item you are interested in. All lead times are estimated and subject to change. Special orders may take longer than estimated.
This is not a normal business operating environment and we very much appreciate both your patronage and patience. We wouldn't be here without you.
*Expedited shipping may be available on certain items.
RECEIVING YOUR ORDER
What do I do when I receive my order?
When you receive your delivery, be certain to write crushed boxes or crushed corners on the freight bill before signing your name. This is the only way you will be able to receive replacement merchandise in the event of concealed freight damage at no additional charge.
What happens if the product I receive is damaged?
In the rare event that you do receive damaged merchandise, please contact our customer care department immediately. All damages must be reported to us within 5 days of delivery.
Do you ship to Canada?
We do ship to Canada. Canadian customers are responsible for any Canadian taxes, duty and/or brokerage fees that may incur at the border. For more information, you may call 1-800-O-CANADA. Remember, thanks to NAFTA, items made in the USA are shipped duty-free when shipping within North America. Our friendly neighbors to the north must call or email to place their orders with our Personal Shoppers.
Do you ship internationally?
Yes, we ship worldwide. Shipping prices vary based on which country you would like your product shipped to. We are happy to provide an international shipping quote for you, wherever you may be! Contact our Personal Shoppers for details.
How do I pay for my order?
Once you’ve added items to your shopping cart, you may pay online. We accept Visa, MasterCard, Discover, American Express, PayPal and Affirm. To pay via check, money order or wire transfer, please contact our Personal Shoppers.
Is there sales tax?
Sales tax is applied where appropriate according to state regulations and requirements.
Why is the coupon code not working for this item?
Coupon codes or promotions may not apply to all items. For example, some companies like Lego, enforce a MAP policy. This policy dictates the minimum price a good can be sold for, including any discounts.
How old do children have to be to sleep in a top bunk or loft?
It is recommended that children under the age of 6 years old do not sleep on the top bunk.
WEIGHT LIMITS AND SAFETY
What is the weight limit of a bunk bed?
Weight limits vary from item to item, please check item details on the product page. We carry some of the highest weight limit beds in the business which are great for vacation homes, rentals, AirBnbs, and just general peace of mind. Contact your Personal Shopper for details of you cannot find the information you need.
Do all your beds meet or exceed standards set forth by the American Society for Testing and Material (ASTM) and Consumer Products Safety Commission (CPSC)?
Yes that is the case. Not every bed might specify that in the description, but they all meet or exceed those Federal standards.
Do bunk/loft beds require a box spring?
Our bunk beds and loft beds do not require a box spring. The mattress is supported by Euro-slats, which are wooden or metal slats that the mattress sits on. Most of our beds include the Euro-slats, however, some do not. The product description will state if the Euro-slats are included.
How thick of a mattress is needed for the top bunk?
The recommended mattress depth is 6 to 8 inches or less in thickness depending on the bed. This will maximize the guardrail height. Some of our beds have higher guardrails than others and can use a thicker mattress. Be sure to ask your Personal Shopper about details if you are concerned with your mattress thickness.
Do bed sets come with mattresses?
Mattresses are not included with our beds.
Do you sell mattresses?
Yes, we do sell mattresses. Search our website or ask your Personal Shopper for recommendations and details.
How tall does my ceiling need to be in order to accommodate a bunk bed or a loft bed?
Most of our bunk beds and loft beds fit into rooms with standard 8 foot ceilings. It is recommended that you have 2 feet of space from the top of your bed to the ceiling. If you have specific requirements, contact our Personal Shoppers for details.
Will my purchase come with a warranty?
Most of our furniture has a standard 1-year manufacturer limited warranty that protects against manufacturing defects. We also offer an extended furniture protection plan for an additional charge.
Toys, games, accessories, bean bags and other fun seating options normally have a 30 day manufacturer warranty. Please contact our Personal Shoppers for more details.
What is your return policy?
We understand that sometimes, things just don’t work out the way they’re planned. Merchandise may be returned with formal prior approval from authorized personnel in our office. Items must be returned prepaid and in the original packaging. For more information click here.