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Store Policies, Returns, Exchanges, and Shipping

General store and shipping policies

Please note that you have 30 days from the receipt of your order to notify us of any issues with your order.

You have 60 days from the date of purchase to notify us if you have not received your purchased items.

Payment: We do not ship orders without payment. 

Shipping: All orders are shipped USPS Priority Mail with an expected 3-5 day delivery within the U.S. once shipped. Orders are shipped within one weeks of receipt of payment unless an item is on back order, in which case you will be notified by email. 

We cannot guarantee a delivery date for international orders. Once the package has left the U.S., we cannot track it. We are unable to ship to countries on the US Sanctions list. Please note that customers outside of the US are responsible for all local customs requirements and potential additional charges.

If you need your order by a specific date, please let us know so that we can try to accommodate your need.

Shipping Rates:
Domestic

  • $0.01-$100.00 = $10.00
  • $100.01-$200.00 = $15.00
  • $200.01-$300.00 = $22.50
  • $300.01-$500.00=$55.00

Anything above $500 please contact us at [email protected] for a shipping quote and processing of your order.

International

  • $0.01-$55.00 = $35.00
  • $55.01-$105.00 = $45.00
  • $105.01-$200 = $75.00
  • $200.01-$500.00 = $90.00

Anything above $500 please contact us at [email protected] for a shipping quote and processing of your order.

NOTE: Shipments valued over $500.00 will have insurance and required signature added to the shipping charge.

ALL PRICES ARE SUBJECT TO CHANGE.

Book Shipments for Training: If you have registered for a training that includes a book, it will be sent to you the same as any other order.

Member Discounts: Members of the TTI Theraplay Association may take a 10% discount off of any order.  Membership status will be confirmed prior to shipment.

Sales Tax: We are required to charge 10.25% sales tax for any order shipped to an Illinois address. If you are a tax exempt agency, you may email or fax your tax exempt letter to [email protected] and receive a refund of your sales tax.

What is your return policy?
Returns must be received within 30 days of date of delivery. Shipping costs are the responsibility of the customer unless items were shipped in error by The Theraplay Institute or are defective.

We do not accept returns for digital products (e.g. online learning, PDFs, mp3s/mp4s).

All requests for refunds or exchanges should be sent to [email protected]. Please review our policy regarding refunds for trainings and workshops here.

You may send authorized returns to:

The Theraplay Institute 
736 N Western Ave, #142
Lake Forest, IL 60657

Once received, a representative will process your request and determine whether the product meets the criteria for refund or exchange.

Approved returns received within 30 days of delivery will be processed in the following way:

  1. Refund minus shipping cost will be issued for products if they are in new, undamaged condition with all of the original packaging and accessories. DVDs, CDs, and other products originally plastic wrapped must be unopened and still in their plastic wrap.
  2.  Opened products that are defective will be replaced with the same product once the defective/damaged product has been received by TTI.

If you have any questions about this process, please contact us [email protected].

Will I receive a full refund?
Refunds are based on the amount paid for the product at the time of ordering and do not include shipping/handling charges. Unless shipped in error by The Theraplay Institute or the item is defective or damaged, original domestic and international shipping charges cannot be refunded.

Please note, packages refused, not picked up, or undeliverable as addressed returned to The Theraplay Institute within 60 days of the purchase date will result in a refund of the order total, minus original shipping and handling charges only if the product is received in new and undamaged condition by TTI. The Theraplay Institute cannot be responsible for shipping charges on packages returned due to an incorrect/incomplete shipping address entered by the customer. TTI will email customers whose orders are refused, not picked up, or undeliverable as addressed to attempt re-shipment when these packages are received by us, but the customer is responsible for any additional shipping fees. Shipments returned to TTI past that date with no notice to TTI by the customer of the missing shipment will be considered nonrefundable in full. It is the responsibility of the customer to enter the correct shipping address upon placing the order and to contact TTI if their order has not been received in that time frame.

For defective or damaged products, TTI will reimburse the cost of return shipping via check for customers within the United States. Customers outside of the United States will need to work with the TTI office to make arrangements for reimbursement. If possible, TTI will work with the customer to supply a pre-purchased label for return.

When will I receive my refund or replacement item?
Usually in about 2 – 3 weeks. Most refunds and exchanges are fully processed in 3 to 5 business days after we receive, approve, and process your request.

Packages returned without a return mailing address (this includes refused or undeliverable-as-addressed packages) will take longer to process at our office and, as such, it will take longer to receive your refund.

I changed my mind. Can I make an exchange?
Unless an item is defective, we are unable to make exchanges. You are welcome to return item(s) according to our return policy. You are welcome to order the item you want instead and return your already purchased item at your expense within 30 days of delivery to receive a refund.

Please contact us beforehand at [email protected] in order to receive approval for this return. Note that neither the original purchase shipping nor return shipping fees can be refunded.

I ordered a product and then it was updated. Can I exchange it for the updated version?
We are continually working to provide the most helpful and up-to-date resources for our customers which means that sometimes updates are made. As this is part of regular business practices, unfortunately, we are unable to provide exchanges or accept returns outside of our standard return policy.

We do our very best to give advance notice of any significant updates to a product, and make note of this on the product page directly. We also encourage you to subscribe to our mailing list to receive important updates from us.

What if I don't receive my package but it has been shipped/indicates that it has been delivered?
Inquiries about store purchases must be made within 90 days of the purchase date.

Domestic shipping:

  • Track your package using the shipment ID at www.usps.com.
  •  If USPS indicates that your package has been delivered but you have not received it:
  • Check with neighbors, colleagues, or others in your building to ensure that it has not been delivered to or picked up by someone else.
  • Contact your local post office for assistance. Website notifications may not always be accurate.
  • Notify TTI of the missing package within 60 days of the purchase date.

International shipping:

  • Deadlines to file claims for missing or damaged packages may vary by postal service. Please refer to your local postal service for more details.
  •  Enter your USPS tracking number on your regional postal service website for delivery shipping notifications (once the package has left the US).
  • If your postal service indicates that your package has been delivered but you have not received it:
    - Check with neighbors, colleagues, or others in your building to ensure that it has not been delivered to or picked up by someone else.
    - Contact your local post office for assistance. Website notifications may not always be accurate.

For all missing delivered orders, TTI will reship items or refund their cost one time as a courtesy, not including the cost of shipping. Customers are responsible for the cost of reshipping an order. Note that a required signature will be added to the cost of all orders reshipped due to an incorrect address/returned package, or missing package.

I received a damaged or defective product. What do I do?
If the product you received is defective or damaged, please call or email [email protected] to request a replacement. Please include your name, date of purchase, description of damage, and photo of the product damage. Once a TTI representative has confirmed your eligibility for an exchange or refund, you will need to return the item to the TTI office.

The defective product will be replaced and the replacement product shipped at the expense of TTI.

The Theraplay Institute
736 N Western Ave, #142
Lake Forest, IL 60657

Once the product has been received and reviewed, your exchange or refund will be processed.

How do I contact customer service? 
Please direct all inquiries to [email protected] or 1-847-256-7334 x101.