Help Center

Help Center

Order & Delivery

Shipping info, and delivery times

Assembly, Safety & Maintenance

Assembly guides, safety tips, and care instructions

Warranty & Registration

Product warranties and registration information

Cancellation & Returns

Cancel orders, return policies, and refund info

Replacement Parts

Order replacement parts and accessories

Get in touch with our customer support team

Frequently Asked Questions

Find answers to common questions about our products and services.

What is KidKraft's Shipping Policy?

This shipping and delivery policy (“Shipping and Delivery Policy”) governs the shipment and delivery of any items you purchase through a KidKraft website. This Shipping and Delivery Policy is subject to the Terms of Use for the KidKraft website on which you made your purchase.

Free Shipping promotions shall be subject to promotional details and we reserve the right to restrict the territories. Only 1 promo code may be used per purchase at checkout.

Estimated shipment times, if available, are provided solely for your convenience and neither KidKraft nor its third-party shipment providers will be liable for any damages or loss as a result of the failure to meet a shipment estimate.

In no event will KidKraft or its third-party shipment providers be responsible for delays in delivery due to natural disasters, inclement weather, governmental acts, or any other situations beyond their reasonable control.

KidKraft will only accept shipments to a valid street address. We do not deliver to P.O. Boxes, Army Post Office (APO) or Fleet Post Office (FPO), and we do not deliver to freight forwarders or forwarding agents.

For small parcel orders:

These orders are shipped via UPS Ground/SurePost or FedEx Ground/SmartPost. Once shipped, you can expect your order to arrive in 3-7 days. We currently do not offer overnight or expedited shipping online.
Free shipping offer is valid on indoor orders shipped via UPS or FedEx totaling $75 or more after discounts and before shipping, handling, and/or taxes are added and applies automatically at checkout.

For LTL outdoor shipments:

Deliveries are made via truck Monday through Friday and will require someone over the age of 18 to be present. The carrier will call you in advance to schedule a delivery appointment, generally within a 4-hour window. Transporting the item into the home or other areas and disposing of packaging material is the customer’s responsibility. Upon delivery and before you sign the carrier’s delivery receipt, it is important to inspect your package to check that all items are accounted for. If anything is missing or damaged, please note it in detail on the delivery receipt and email KidKraft Customer Care.
Applicable shipping charges for your order will be provided prior to you completing your purchase. A flat rate shipping charge of $99 for outdoor swing sets and $25 for select outdoor playhouses will be applied at checkout. The flat rate shipping charge of $99 will apply to any larger playhouses including Cozy Escape and Hangout Hideaway.
If you are buying a playset, large accessory, or other large/heavy product, it will ship via common carrier freight because of the weight and size of the boxes. The freight delivery service we use is Curbside only which means the driver is NOT responsible for moving the boxes anywhere other than off the truck onto the curb or the lawn. Any assistance you give the driver, whether the driver requests it or you offer, is solely at your own risk. We are not responsible for ANY injury you or anyone else receives from any part of the delivery process.

This Shipping and Delivery Policy is subject to change without notice. The version of this Shipping and Delivery Policy in effect at the time of your purchase will govern your purchase. KidKraft recommends you print or otherwise retain a copy of this Shipping and Delivery Policy at the time of your purchase.

How Do I Register My Outdoor Product?

In order to register your Playhouse or Playset, please fill out the warranty registration form in the link below.

https://www.kidkraft.com/us_en/warranty/

It is important to fill in as many fields as possible to ensure that your product is registered properly.

How to Locate Part Numbers, ID Plaque, & Batch Code

To request or purchase replacement parts, you will need the specific part number and quantity needed.

To locate the part number for items with batch codes (ex: Indoor items, outdoor furniture sandboxes, and some playhouses) look for a single sticker containing a number on the part itself. The sticker may contain a barcode and the part number listed underneath.

Some parts will contain a “U,” indicating that they are a universal part.

If your item arrived with missing parts, you may refer to the assembly instruction booklet that was included in the box. The circled number will be next to the part, along with the quantity that is needed.

Hardware packs may have a barcode with the part number ending in ZZ. The different pieces of hardware in the pack will be listed separately in the Assembly Instruction.

Outdoor wood parts (swing sets and some outdoor playhouses) will have the last four digits stamped on the part.

If a part is missing or unable to be read, refer to the assembly instructions included in the box.

The parts list in your assembly instructions will also show the four-digit part number that is stamped on the wood. The full part number needed to order your part is located at the end of the description. Your assembly instructions will also include the quantity needed, a brief description, and the dimensions of the part.

What is an ID Plaque?

KidKraft ID Plaques are included with Outdoor Swing Sets and some Outdoor Playhouses. The ID Plaque must be installed on your playset for any future warranty claims. This plaque includes a tracking number that is critical for registration and parts replacement.

What is a Batch Code and How Do I Locate It?

KidKraft continually enhances and updates our products, changing the design, configuration and part sizes. The batch code identifies the specific product version and allows us to trace, identify and manage our products.

The Item Batch Code Number is specific to the item that needs parts replacements. It is a long series of numbers and/or letters, separated by slashes. Ex. XXXXXX/XXXXXE/XX-XXXX.

Please note: Parts can only be ordered for one batch code / item at a time on the parts website.

There are several locations where you can locate the Item Batch Number:

On the outside of the box, in the back of the assembly sheet, or on the back or bottom of any KidKraft product.

Example locations of batch codes on the:

Dollhouse - on the back
Kitchen - on the back
Play sets and toys - on the bottom.
Toy box - on inside back
Beds - on the headboard
Table – under table
Chairs – under seat
In general, we never put it on the bottom of a heavy item.

How Do I Order Replacement Parts- US & Canada

We want you to be satisfied with your product, and we are sorry if your item arrived with missing or damaged parts. Replacement parts are provided at no cost if requested within the first 90 days from purchase. A valid proof of purchase will be required to process your order.

Parts can still be purchased after 90 days and are subject to availability. All parts are $10.00 each and will carry a flat rate shipping charge of $20.00 per shipment within the US. The shipping cost for orders in Canada is $35 per shipment. All sales are final and replacement part orders are not eligible for refund. Promotional or discount codes cannot be applied to replacement part orders.

Our replacement parts website works on all devices, but you may enjoy the best experience from a laptop, computer, or tablet.

1. Go to: https://www.kidkraft.com/pages/order-replacement-parts

If you are ordering within the US, you do not need to select your country from the drop-down menu.

2. Enter the batch code not including the leading "110."

For more information on locating the batch code on your item, please visit the following link- Where Can I Find My Batch Code

3. Select the reason for your order. Depending on the reason, more information may be required such as date of purchase and proof of purchase.

If you are purchasing replacement parts after the 90-day warranty period, you must select "Additional Parts" as the reason

4. Click continue.

The next screen will show a diagram of all parts included in the product that corresponds to the batch code you entered.

5. Click on the photo of the part you wish to select. Please note that hardware cannot be ordered individually. Clicking on any piece of hardware will add one whole hardware pack to your cart. This will include all hardware required for assembly.

To add multiple parts to your order, click "Continue Shopping."

The next screen will display a summary of the parts in your cart. Once you have reviewed and made sure that all parts and hardware are included, click "Proceed to Checkout." Please note that all replacement part orders are final and are not eligible for refund.

6. On the next screen, enter your shipping information. Once all fields are filled in, click "Place Order" at the bottom of the page.

7. Once your order has been successfully placed, a confirmation screen including your order number will be displayed. You will also receive an email containing your order number.

Don't forget to sign up for our newsletter to receive our latest promotions and exclusive coupon codes!

After your order ships, you will receive tracking information via email. You are welcome to discard or recycle any damaged parts as soon as you receive your replacements. All replacement part orders ship via small parcel carrier and typically arrive within 5-7 days.

If you experience any issues with your order or have any concerns, please contact our Customer Support team. We can be reached at the following:

US Customer SupportPhone- 1-800-933-0771, 9:00 AM to 4:00 PM CST Monday through FridayEmail- customerserivce@kidkraft.com
EU Customer SupportPhone- +31-0-20-305-8620, 9:00 AM to 17:00 PM GMT +1, Monday through FridayEmail- europecustomerservice@kidkraft.com

Thank you for choosing KidKraft, and we hope you have a wonderful day!

Can I Purchase Indoor Parts if My Warranty is Expired? (U.S. only)

Indoor Items Only

If you are looking to purchase parts outside of you warranty, you are able to do so by simply following the steps below.

1. Have pictures ready to upload of the damaged part(s) and the batch code for the item (see below on where to find the batch code).

2. Go to: https://www.kidkraft.com/pages/order-replacement-parts

3. Enter the batch number (see below for more information on batch code numbers).

4. Add any notes specific to your order

5. Choose the reason for your order. Depending on the reason, more fields may be required (such as date of purchase and proof of purchase).

6. Hit continue button.

You will now have diagrams of the parts related to that batch code:

7. Click on the product part that you are wanting. TIP: You can hold the "ctrl" button down to choose more than one item. Make sure you confirm that you have the complete list of parts from your instruction manual.

The next screen will be a summary of the parts you have requested. After reviewing to make sure it's complete, choose the green button on bottom right hand: "proceed to checkout".

8. On the next screen, enter your shipping information.

9. Choose green button: "place order" on bottom of page.

10. Make sure to make a note of your order confirmation #.

After the part(s) ships, you’ll receive tracking information for your order. You’re welcome to discard or recycle the damaged parts as soon as you receive your order. Most indoor part orders ship within 5-7 days. However, some may ship earlier depending on the destination.

ENSURE ALL PARTS AND QUANTITIES ARE CORRECT - ALL PART ORDERS ARE FINAL.

What is KidKraft's Return Policy?

Return Policy

You may return items purchased through a KidKraft website within 30 days of purchase for a refund in accordance with this return policy (“Return Policy”). This Return Policy is subject to the Terms of Use for the KidKraft website on which you made your purchase.

Information listed below is from our website: https://www.kidkraft.com/pages/order-replacement-parts

Other Retailers: KidKraft will not accept any returns of KidKraft items purchased through other retailers.

Process for Return: If you want to return an item, within 30 days from date of purchase you must:

Contact Kidkraft below to obtain a return authorization number (“RA Number”) at: KidKraft’s customer service at customerservice@kidkraft.com or Monday-Friday, 8:30am to 5:00pm Central time at 1 (800) 933-0771
Return the item via FedEx or UPS (signature service required) to KidKraft in its new, unused condition in the original packaging including any accessories, manuals, and documentation, to the following address: KidKraft, Inc. B2C Returns Processing 2525 Esters Blvd. DFW Airport Dallas, Texas 75261
Include in the return shipment the RA Number and the original packing slip.

Personalized Items: Personalized items may not be returned.

Shipping Charges: KidKraft is not responsible for the cost of outbound or return shipping charges for any return or for any damage to the item on return shipment to KidKraft.

Please note: All actual shipping costs incurred by KidKraft upon initial purchase shall be deducted from any return reimbursement.

Upon receipt of a returned item that complies with this Return Policy, KidKraft will refund your original form of payment for the cost of the item as paid at the time of purchase.

Defective vs Damaged product:

Defective: If the item you wish to return is inoperable, but has no apparent damage, it is considered “Defective”.
Damaged: If the item you wish to return arrives at your door with shipping damage, it is considered “Damaged”.NOTE: Items damaged by consumer during initial assembly or items damaged by consumer during subsequent use do not constitute damaged items subject to this Return Policy and such items cannot be returned and will not be accepted by KidKraft.

Defective or Damaged Products: In the event that you receive any damaged or defective items when you purchased your product, you may order replacement parts with no additional charge at: https://parts.kidkraft.com/

KidKraft reserves the right to request additional information and/or images.

Return of Defective Product: KidKraft further reserves the right to request that you return the Damaged or Defective items upon receipt of the replacement items to avoid being charged for such replacement items.

This Return Policy is subject to change without notice. The version of this Return Policy in effect at the time of your purchase will govern your purchase. KidKraft recommends you print or otherwise retain a copy of this Return Policy at the time of your purchase.

Effective Date of return policy from website: This Return Policy was last revised on April 26, 2016.

We hope this information was helpful so you can get to playing soon!

If there’s anything else we can help you with, please let us know.

Thanks for playing with KidKraft!

How Can I Order Replacement Parts for Outdoor Swingsets and Playhouses?

To order replacement parts for your outdoor playset, fill out the form provided in the following link:

https://www.kidkraft.com/pages/order-replacement-parts

Missing Parts / Parts Damaged in Transit

In order to quickly proceed through the parts ordering process, it is important to fill out all of the boxes.

Please also attach a copy of your proof of purchase so that our customer service team is able to determine when and where your playset was purchased, therefore determining whether or not you are within your warranty period.

To register your product, please go to: https://www.kidkraft.com/us_en/warranty/

No Proof of Purchase

If you have lost your proof of purchase and did not register your product at the time of purchase, please fill out the form and our customer service team will do their best to assist you.

Our team will do their best to determine the best way to move forward. Without being able to determine the date of purchase, we may need to draw up a quote for the parts.

KidKraft Customer Service Contact Information