Order Questions

Below are a few common questions we receive regarding VTech online purchases. Hopefully you’ll find the answer to your question. If not, please feel free to contact us.

  1. When will my order ship?

    For your convenience, shipping information is available online at www.vtechkids.com, located within your account information.

    Logon to Vtech Club Account

    1. Go to www.vtechkids.com.
    2. To login, click the orange “Login” button in the upper right hand corner
    3. Enter your e-mail address and your password. If you have forgotten your password, click the “Forgot your password” link, and your password will be e-mailed to the address on file.
    4. Under the “Account” tab, please select order history.
    5. Select the order number you would like to inquire about.
    6. If your order has been processed, you will see your UPS tracking number on this screen.
    7. Click on your UPS tracking number to view the shipping detailed status of your item.
    8. You also will also receive an e-mail with UPS tracking information once your order is shipped from our warehouse. Simply click on the UPS tracking number in the e-mail, and it will take you directly to the UPS tracking site.
    9. Please allow up to 72 hours for your order to post to the UPS tracking system.
    10. If you have further questions regarding this order, please send your question via e-mail to faq@vtechkids.com.

  2. How do I lookup my order online?

    For your convenience, shipping information is available online at www.vtechkids.com and is located within your account information.

    Logon to Vtech Club Account

    1. Go to www.vtechkids.com.
    2. To login, click the orange “Login” button in the upper right hand corner.
    3. Enter your e-mail address and your password. If you have forgotten your password, click the “Forgot your password” link, and it will be e-mailed to the address on file.
    4. Under the “Account” tab, please select order history.
    5. Select the order number you would like to inquire about.
    6. If your order has been processed, you will see your UPS tracking number on this screen.
    7. Click on your UPS tracking number to view the shipping detailed status of your item.
    8. You also will also receive an e-mail with UPS tracking information once your order is shipped from our warehouse. Simply click on the UPS tracking number in the e-mail, and it will take you directly to the UPS tracking site.
    9. Please allow up to 72 hours for your order to post to the UPS tracking system.
    10. If you have further questions regarding this order, please send your question via e-mail to faq@vtechkids.com.

  3. My order arrived late.

    We apologize that your item(s) did not make it to their destination on time.

    1. If you wish, you may return the order using the return authorization found online at www.vtechkids.com and located in your online account.
    2. Login to your account on the vtechkids.com website.
    3. Click on “Returns.”
    4. Click on the order number to view the order detail page.
    5. Click on the orange “Return Item” button near the bottom of the page and follow the on-screen instructions.
    6. On the RMA Detail page, click the “Click here” link near the top of the page to open/download a PDF of the RMA form and follow the instructions to properly package, label, and return your item.
    7. Once the item is received, your refund will be credited to your card. Please allow up to two weeks for the credit to appear on your card.

    You may also e-mail faq@vtechkids.com.

  4. I would like to return an item.

    For your convenience, our returns policy and instructions are available online at www.vtechkids.com and located within your Club Vtech account.

    1. Go to www.vtechkids.com.
    2. To login, click the orange “Login” button in the upper right hand corner.
    3. Enter your e-mail address and your password. If you have forgotten your password, click the “Forgot your password” link, and your password will be e-mailed to the address on file.
    4. Under the “Account” tab, please select the returns button—this will bring up all of the orders that you have placed.
    5. Select the order number that has the item(s) you would like to return.
    6. Detailed order information will appear.
    7. Click on the orange “Return Item” button near the bottom of the page and follow the on-screen instructions
    8. On the RMA Detail page, click the “Click here” link near the top of the page to open/download a PDF of the RMA form and follow the instructions to properly package, label, and return your item.
    9. Once the item is received, your refund will be credited to your card. Please allow up to two weeks for the credit to appear on your card.

    You may also e-mail faq@vtechkids.com.

  5. I would like to cancel my order.

    Unfortunately, we are unable to cancel orders once they have been submitted for processing. You do have the opportunity to return the item once it arrives for a full refund. For further questions regarding this policy, please e-mail FAQ@vtechkids.com.

    1. If you wish, you may refuse delivery of the order, and when it is received back in our warehouse, credit will be issued to your credit card. Please allow two weeks from the receipt of this item at our warehouse for the credit to appear on your statement.
    2. You may also return your order by following the return instructions available at www.vtechkids.com, located in your Club VTech account.

    Logon to Vtech Club Account

    1. Go to www.vtechkids.com.
    2. To login, click the orange “Login” button in the upper right hand corner.
    3. Enter your e-mail address and your password. If you have forgotten your password, click the “Forgot your password” link, and your password will be e-mailed to the address on file.
    4. Under the “Account” tab, please select the returns button—this will bring up all of the orders that you have placed.
    5. Select the order number that has the item(s) you would like to return.
    6. Detailed order information will appear.
    7. Click on the orange “Return Item” button near the bottom of the page and follow the on-screen instructions
    8. On the RMA Detail page, click the “Click here” link near the top of the page to open/download a PDF of the RMA form and follow the instructions to properly package, label, and return your item.
    9. Once the item is received, your refund will be credited to your card. Please allow up to two weeks for the credit to appear on your card.

    You may also e-mail faq@vtechkids.com.

  6. Who can I contact regarding my VTechKids online order?

    IYou can contact the website store support by filling out the store support form or by e-mailing FAQ@vtechkids.com. Please provide as much detail as possible to help us resolve your issue as quickly and easily as possible. Information should include: order number, Club VTech e-mail address, date of order, and a detailed description of the problem you are experiencing.

  7. How long will it take to get my refund?

    Please allow approximately two weeks after receipt of your returned order in our warehouse for your credit to appear on your statement. Further inquiries can be made by e-mailing FAQ@vtechkids.com.