FREQUENTLY ASKED QUESTIONS

We want you to be happy with your order. lf something isn’t right, let us know.Easy as A-B-C and 1-2-3! lf you can’t find an answer to your question below,our friendly play experts are here to help. Please contact us through the “Contact Us” page.

My Account

How do l create an account?

Just click here and follow the prompts to create your account.

Ordering

What is the status of my order?

Can l cancel or adjust my order?

Why can’t l check out?

Was my credit card charged twice?

Why isn’t my promo code working?

How do l know my order was placed?

Why does it say my address is out of range?

Why does the order say it’s closed but l have not received myshipment yet?

The tracking info says “scheduled pending”; what does this mean?

Does livsmile take orders over the phone?

Shipping & Returns

How do l get free shipping?

Ahh . . . it’s the age-old (OK, maybe not that old) question for online shoppers everywhere! We are currently offering free shipping on orders $60+ excluding orders to Alaska, Hawaii, and other non-contiguous U.S. locations.
Free shipping is applied to the order subtotal after any promo code discounts (and before oversized item fees, shipping fees and taxes).
Also, certain very large or very heavy items are subject to an oversized item fee of $15.

Where do you ship in the U.S.?

Domestically, we ship to the 50 U.S. states and the District of Columbia. We strive to get your purchase to you as quickly as possible. Most orders shipping within the continental U.S. arrive within 3 to 7 business days of successful payment processing. Please allow more time for orders shipping to Alaska, Hawaii, and P.O. boxes.
We do not ship to Puerto Rico, freight forwarder addresses, or APO/FPO addresses.
The cost for shipping is determined by the destination of the shipment and the shipping method you choose, whether you are shipping outside the continental U.S. and whether your shipment includes any oversized items. Please see your shopping cart for the shipping charges for your order.

Do you ship internationally?

How do l track my order?

We’ll send you a shipping confirmation email when your order ships. This email contains your package tracking number and the parcel carrier handling your shipment. You’ll be able to track your package by clicking on a button in that email. You can also check the status of your order anytime by first signing in to our site. This takes you directly to your Account page, where you will see an Order History section to find information on the shipping method and the tracking number. Should you have any additional questions about your order please contact us.

Will my order arrive in one package?

When will my order ship?

What is the oversized item fee?

What is your return policy?

Not 100% in love with your product purchased from livsmile.com? Your happiness is our mission! After receiving your product, you have 30 days to return it, as long as it’s in new and unused condition and in its original packaging. A Return Merchandise Authorization (RMA) is required for returns.Please contact us via email or online chat during business hours.
We do not offer gift exchanges.
For returns, we’ll gladly refund your purchase price, excluding shipping and handling charges. There are no restocking fees.
Livsmile, LLC is not responsible for the cost of return shipping charges for any return.
We recommend using a carrier that provides tracking information.
Please keep the packing list in case you need to arrange for a return. Please keep any emails you receive regarding your order, as they contain important information.
Once we receive your return, we will process a refund within 14 business days to the original form of payment. Your bank may require additional time to post this transaction to your account.

When will l receive my refund?

Quality & Compliance

Are Livsmile toys safe?

Yes! Absolutely! Our products comply with U.S., E.U., and other international safety regulations. We go above and beyond when it comes to testing and safety.

How does livsmile test toys?

We test our toys during production and before we place them in the market. We also test our products throughout their life cycle to ensure they continue to meet our standards. We always start with a carefully designed product and have strict manufacturing instructions for our factories. During the production of our products, we have multiple process control points as well as inspections and testing that take place as the product is manufactured.
Lastly, we take the extra step of having certified, third party testing labs assess our products. In addition to testing the finished product, we test paints and coatings frequently to be sure our toys meet or exceed government recommendations limiting heavy metals, lead, and phthalates in children’s items. The tests are conducted by 3rd-party, independently accredited testing laboratories, considered by many to be the best scientific laboratories in the world.

Is Livsmile in compliance with the Consumer Product SafetyImprovement Act(CPSlA)?

Yes! Here’s our statement:
In August 2008, the Consumer Product Safety Improvement Act (CPSIA) made a number of changes to consumer product safety laws in the USA. Under this law, the amount of total lead allowed in children’s products was gradually reduced. Effective August 14, 2011 no children’s product may contain more than 100 parts per million (ppm) total lead. The lead content of any surface coating is limited to 90 ppm.
We are pleased to tell you that YES, Livsmile products are compliant with the CPSIA regulations. Since our founding, we have had a comprehensive testing program in place for all of the products we produce and sell. Our testing programs are in compliance with the U.S. consumer product safety regulations, and we will continue to stay compliant even as some of these laws evolve and change.
As a result, you can continue buying our products with confidence knowing they comply with the lead standards under the CPSIA. Of course, we also have General Conformity Certificates readily available for products produced after November 2008 as required by the CPSIA as further assurance of our products’ compliance to CPSIA.

Promotions & Deals

What are your current promotions?

Enjoy free standard shipping on orders $60+ excluding orders to Alaska, Hawaii, and other non-contiguous U.S. locations. Free shipping is applied to the order subtotal after any promo code discounts (and before oversized item fees, shipping fees and taxes). Also, certain very large or very heavy items are subject to an oversized item fee of $15. Free shipping does not include Rush or Expedited shipping options.

How do I use a promotional code?

Sustainability

What are your commitments to sustainability?

At Livsmile, we’re making timeless toys for a thriving and inclusive world. Learn more about our commitments to sustainability here.

Social Media

Where can I find Livsmile on social media?

Instagram
Facebook
TikTok
Pinterest
YouTube
Twitter
And don’t forget our blog! It’s filled with activity ideas, craft projects, and advice for making time for free play in your child’s busy life.

How do I share photos of my kids playing with your toys?

We love seeing all the countless ways to play with our toys. To share images and videos of your kids at play on Facebook, Instagram, TikTok or Twitter, make sure to tag our account in the image/video and use one of the hashtags below!

U.S. Sales Tax

What orders are subject to sales tax?

Livsmile, LLC collects and remits sales tax on purchases made on this site as required by applicable state law. If you live in a jurisdiction where Livsmile does not collect sales tax, you may be obligated to self-report and pay use tax on your purchases from this site.

What if I’m ordering for an organization that is tax exempt?

Our e-commerce site was designed for supporting consumers and does not support tax exempt orders from organizations. If your organization places an order for delivery in a state which we have nexus, we recommend you retain the receipt and request a refund for sales tax paid when filing your sales tax returns.