Frequently Asked Questions
General Questions
What is Kokotree?
Kokotree is a new early childhood development platform and educational streaming service. We really have just one goal, to help kids develop a lifelong love for learning. That, and for parents to know what your kids are watching and feel good about what they're learning. Ok, so let's make it two goals then.
What age groups will the educational streaming service be tailored for?
Initially, Kokotree will be for kids age 1 to 5.
When will the educational streaming service be available?
Our team is currently hard at work developing the curriculum, content, and technology platform. While we have ambitious goals, we do not have a formal launch date just yet. However, we are striving to launch the service sometime this summer. Signup for our email list for updates.
Why did you launch the e-commerce website before the streaming service?
In short, we launched the e-commerce website because our friends, family, and beta users have been asking us for logo merchandise and accessories!
Ecommerce Questions
When will I get my order?
Usually, it takes 3–7 days to fulfill an order, after which it’s shipped out. The shipping time depends on your location, but can be estimated as follows:
- USA: 3–4 business days
- Europe: 6–8 business days
- Australia: 2–14 business days
- Japan: 4–8 business days
- International: 10–20 business days
Our fulfillment times may be longer than usual and may continue to increase until things get back to normal. We're seeing delays in our supply chain, including distributors and shipping carriers as the entire industry is grappling with challenges.
Where will my order ship from?
We work with an on-demand order fulfillment company with facilities worldwide.
Will I be charged customs for my order?
An additional customs and tax fee can occur on international orders. This fee is not in our control and is assessed by your local customs office. Customs policies vary widely for every country so please check with your local customs office directly to see if they apply duties and taxes to your purchases.
My order should be here by now, but I still don't have it. What should I do?
Before getting in touch with us, please help us out by doing the following:
- Check your shipping confirmation email for any mistakes in the delivery address
- Ask your local post office if they have your package
- Stop by your neighbors in case the courier left the package with them
If the shipping address was correct, and the package wasn't left at the post office or at your neighbor’s, get in touch with us at info [at] kokotree [dot] com with your order number.
If you did find a mistake in your delivery address, we can send you a replacement order, but shipping will be at your own cost.
Orders
How are your products made?
We work with a print-on-demand drop shipper. They have locations worldwide, so depending on where you are, your orders are printed and shipped from the facility that can do it most efficiently.
How do I track my order?
You’ll receive a tracking link via email when your order ships out. If you have any questions about your tracking or shipment, drop us a line at info [at] kokotree [dot] com with your order number.
I received a wrong/damaged product, what should I do?
We’re so sorry if the product you ordered arrived damaged. To help us resolve this for you quickly, please email us at info [at] kokotree [dot] com within a weeks' time with photos of the damaged product, your order number, and any other details you may have about your order. We’ll get back to you with a resolution as soon as possible!
Returns
What’s your return policy?
Please see our Refund Policy. We don’t offer returns and exchanges, but if there’s something wrong with your order, please let us know.
Do you offer refunds?
Refunds are only offered to customers that receive the wrong items or damaged items. If any of these apply, please contact us.
Can I exchange an item for a different size/color?
At this time, we don't offer exchanges. If you’re unsure which size would fit better, check out our sizing charts—we have one for every item listed on our store, in the product description section. Though rare, it's possible that an item you ordered was mislabelled. If that’s the case, please let us know within 7 days after receiving your order. Include your order number and photos of the mislabeled item, and we’ll send you a new one, or issue a refund!