Refund policy
Eligible return requests must be submitted within 30 days after the order is received.
Returned products must be unused, complete and in their original packaging and condition.
Contact us before shipping any item. Unauthorized returns may be refused.
Customers are responsible for return shipping and eligible returns are subject to a 10% restocking fee.
30-Day Return Policy
You may request a return within 30 days after receiving an eligible item. A return is not approved automatically merely because it is requested within the 30-day period.
To qualify for review, the item must be:
- Unused and unassembled, unless otherwise approved
- In the same condition in which it was received
- Complete with all parts, accessories and instructions
- In the original packaging
- Accompanied by proof of purchase or an identifiable order number
Important: Do not ship a product back until your return request has been reviewed and you have received return instructions and the approved return address.
How to Start a Return
Contact Our Team
Email chris@softplaystore.com with your order number, product name and reason for the return.
Wait for Approval
We will review the request and provide return instructions when the product is eligible.
Ship to the Approved Address
Send the product only to the return address provided with the authorization. Keep the carrier receipt and tracking number.
Self-service return options may also be available through your customer account. A self-service request is still subject to review and does not guarantee approval.
Return Shipping Costs and Fees
Customer-Paid Costs
- Return shipping charges
- Carrier insurance, when selected
- Packaging needed to return the item safely
- Any additional carrier charges caused by incorrect packaging
Deductions From the Refund
- A 10% restocking fee
- Return-label costs arranged by Okie Soft Play
- Missing-part or damaged-packaging adjustments, when applicable
- Other authorized deductions explained during return review
Original outbound shipping charges and return shipping charges are non-refundable unless Okie Soft Play determines that the return resulted from our error or an eligible verified defect or shipping issue.
Damaged, Defective or Incorrect Orders
Inspect your package and product promptly after delivery. Report visible shipping damage, missing items, defects or incorrect products as soon as possible.
Damage or order issues should be reported within 10 calendar days after delivery to be considered for a no-cost replacement or another available resolution.
Do not discard the shipping carton, internal packaging, product label or damaged item until the claim has been reviewed.
Do not return a damaged or incorrect product without instructions. Depending on the issue, returning the item may not be necessary.
Include With Your Report
- Order number
- Product name
- Description of the issue
- Photo of the shipping label
- Photos of the shipping carton
- Photos of the internal packaging
- Clear photos or video of the damage or defect
Items That Are Not Eligible for Return
Certain products cannot be returned because of customization, condition, safety, shipping restrictions or the nature of the item.
Generally Non-Returnable
- Custom, personalized or special-order products
- Products manufactured or sourced specifically for the buyer
- Gift cards
- Perishable goods
- Personal-care products
- Hazardous materials and flammable liquids
Condition-Based Exclusions
- Used or assembled products
- Inflated products showing signs of use
- Items with missing parts or accessories
- Products returned without original packaging
- Items damaged after delivery through misuse or improper storage
- Products modified, marked, washed or altered by the customer
Contact us before ordering when you have questions about whether a specific item is returnable.
Exchanges
We do not process direct product-for-product exchanges through the return shipment.
To receive a different product, color or size:
- Request a return for the original item.
- Wait for the return to be reviewed and approved.
- Place a new order for the replacement product.
Ordering the replacement separately is usually the fastest way to avoid the item selling out while the original return is in transit.
Refund Review and Processing
After the authorized return is delivered, we will inspect the item and determine whether it meets the return requirements.
We will notify you whether the refund has been approved, reduced or denied. If approved, the refund will generally be submitted to the original payment method within three business days after inspection.
Original shipping charges, return shipping charges, restocking fees and other applicable deductions will not be included in the refunded amount.
Refund submission by Okie Soft Play does not mean the funds will appear immediately. Banks, card issuers and payment providers may need additional time to post the credit.
When to Contact Us
Contact us when more than 15 business days have passed after you were notified that the refund was approved and the credit still does not appear on the original payment method.
Include your order number and the date of the refund approval notice.
Return Packaging and Shipment Responsibility
Customers are responsible for packaging an approved return securely. Use the original carton and protective materials whenever possible.
A returned item that is damaged during return transit because of insufficient packaging may receive a reduced refund or may be ineligible for a refund.
We strongly recommend using a trackable shipping service. For higher-value products, consider purchasing carrier insurance. Okie Soft Play is not responsible for a return package that is lost before delivery to the authorized return location.
Contact Okie Soft Play About a Return
Contact us before mailing a product back. Include the order number, product name, return reason and any photographs that help explain the request.
Approved returns will receive instructions and an authorized return address. Packages sent to another address or sent without approval may be delayed, refused or returned to the sender.
Operated by Pack Supply LLC
Email
chris@softplaystore.com
Phone
(405) 416-3884
Business Address
633 Hundred Oaks Drive, Suite 160
Edmond, OK 73013
Do not mail returns to this address unless it is specifically provided in your return authorization.