Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at support@kangorango.com. Please note that returns will need to be sent to the following address: 36237 Casey Court, Newark, California 94560. 

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. 

Personalized and custom items with names
All personalized and custom-made items are final sale and cannot be returned, exchanged, or refunded unless they arrive damaged, defective, or there is an error with the personalization caused by us.

Non-personalized items
Non-personalized items may be returned within 30 days of delivery. To be eligible for a return, the item must be unused, in its original condition, and returned in its original packaging.

Damaged, defective, or incorrect items
If your order arrives damaged, defective, or incorrect, please contact us within 3 days of delivery at support@kangorango.com. Include your order number and clear photos of the item and packaging so we can review the issue and make it right.

Return approval
Please contact us before sending any item back. Returns sent without prior approval may not be accepted.

Return shipping costs
Customers are responsible for return shipping costs unless the item arrived damaged, defective, or incorrect.

Refunds
Once we receive and inspect an approved return, we will notify you if your refund is approved. If approved, your refund will be issued to your original payment method. Please allow additional time for your bank or credit card provider to process the refund.

Exchanges
We do not accept exchanges for personalized items. If there is an issue with your order, please contact us and we will work with you on the best possible solution.

Order cancellations
Because our pieces are made to order, orders cannot be canceled once placed. If you need to update personalization details, please contact us by email as soon as possible. If your order has not yet entered production, we may be able to make the change. Once production has started, changes may no longer be possible. If needed, you can order the personalized piece again separately, such as a train engine with the corrected name or details.

Contact us
For return and refund questions, please contact us at:
support@kangorango.com