FAQ | Kids Crafts & Activities for Children | Kiwi Crate

FAQs

General Questions

Subscription Questions

Shop Questions

Gifting

Other

General Questions

What is Kiwi Crate?

Kiwi Crate celebrates kids’ natural creativity and curiosity while saving time for busy parents. Every crate includes all the materials and inspiration for projects related to a theme such as music, gardening, dinosaurs or colors. Projects may include arts and crafts, science activities, imaginative play and more. You can sign up for one of our monthly or gift subscriptions or purchase one-off crates individually from our Shop. With activities designed to help kids discover, explore, and create things in the world around them, Kiwi Crate brings hands-on fun right to your door! View sample crates »

For what ages is Kiwi Crate appropriate?

Our crates are designed for children ages 3-8 and tested by kids to ensure that they are developmentally appropriate, fun and universally liked by both boys and girls. We take a lot of care to design our crates in a way that is open-ended so that although children across the age range may have different outcomes, they will all enjoy interacting with the projects and materials. We have subscribers who range from 2 to 10 to kid at heart!

How do I contact Kiwi Crate?

If your questions are not answered here, please feel free to reach out to our Customer Care team. For a quick reply, please email customercare@kiwicrate.com. We aim to respond to all emails within 24 business hours.

Subscription Questions

How does a monthly Kiwi Crate subscription work?

Simply sign up for a monthly subscription and a fun-filled crate addressed to your child(ren) will arrive on your doorstep each month. (We find that kids love receiving mail!) We have different subscription packages to choose from: ongoing monthly (billed on the 5th of each month) and 3-, 6-, or 12-month auto-renewing subscriptions (billed on the 5th of each term). You can add extra materials to a subscription for a sibling to share (U.S. only) and, if you choose, select the first crate theme of your subscription from our Shop, too! Gift subscriptions are also available.

Where do Kiwi Crate subscriptions ship? Is shipping free?

Subscription crates ship anywhere in the United States and Canada, including Hawaii, Alaska, and APO addresses. Shipping for monthly and gift subscriptions is free in the U.S. and an additional $6.95 per month to Canada.

Outside of the US or Canada? Feel free to sign up for our international wait list and you’ll be the first to know if we begin shipping to your country.

When do monthly subscription crates ship?

If you sign up by midnight PST on the 4th of the month, then we will ship your first crate from California by the 15th of that month. If you sign up between the 5th and the 17th of the month, then your first crate will ship by the 22nd of that month. Afterwards, crates will continue to ship by mid-month each month for the duration of your subscription. U.S. customers can check the status of shipments on your My Account page once a crate has shipped. Currently, tracking in not available for Canadian subscription shipments.

A shipping confirmation email will be sent to you or the recipient’s parent on the day a crate ships out. Delivery expectation within the U.S. is 5-10 business days after leaving our warehouse. Hawaii, Alaska and Military customers may experience longer transit times. Our delivery expectation to Canadian addresses is 7-14 business days after shipment, with additional delays possible due to customs. If you do not receive your Kiwi Crate after 4 weeks, then please contact our customer support team.

How do I update my shipping address?

You can update your shipping address at at any time from your My Account page. To update a shipping address, click the “Subscriptions” tab, then “Change Address” under the appropriate address that needs to be updated. Shipping addresses must be updated by 7:00PM on the 4th of the month to take effect for that month’s shipment.

Can I pick my crate themes each month?

We do not have an option to select which themes are sent each month. We like to keep our crate themes a surprise! All crates are designed and extensively tested for both boys and girls, ages 3-8 and include 2-3 projects, bonus inspiration and more! Crates are assigned each month based on availability and your crate history - not all subscribers receive the same theme each month.

You can, however, select any one of our available Single Crates as the first crate of a new subscription. After visiting our Single Crate page and selecting the crate of your choice, click "Subscribe starting with this crate and get free shipping!", choose your preferred subscription type and sign up!

How does it work for siblings?

We have several subscription options to accommodate siblings:

  • Share a “One Kid” Subscription: We provide a generous amount of materials for one child - many of our projects, but not all, can accommodate two children.
  • Take advantage of the Sibling Add-On: We can include extra materials to each crate in a subscription for a sibling to share. Our customers call it the "no fight" crate (available for an extra $9.95/month for an ongoing monthly subscription, $28 extra for a 3-month, $56 extra for a 6-month, and $112 extra for a 12-month subscription). During checkout, on the Recipient Information screen, click “Add extra materials to this crate”. Only one sibling add-on can be added per subscription*
  • Order an Additional Subscription: Each child can delight in opening their own package each month! During checkout, click “Add an additional crate for a sibling”.

*Please note that the sibling add-on option is currently only available for shipment in the U.S. If you’re interested in the sibling add-on for shipment outside the U.S., sign up on our international wait list and we’ll let you know if we begin offering the sibling add-on to other countries.

Can I choose the month in which I want my subscription to begin?

Yes, you can sign up for a subscription today and select a different month in which you’d like your subscription to begin. On the final “Review and Submit” screen in checkout (just before you place your order), click “Edit” next to “Subscription Start”. A drop down box will appear where you can select your start month. Your subscription will automatically activate on the 1st of the month that was selected and ship out in the middle of that same month. If you’ve already placed your order and we have yet to process your first crate (on the 5th or 18th of the month - whichever comes first), then you can update the start date on your My Account page by clicking “Manage Subscription” then “Pause”.

Can I skip a month?

Yes - if you do not want to receive a crate for a period of time, you can pause your subscription for 1, 2 or 3 months. To pause, log into your My Account page, click the “Subscription” tab, click "Manage Subscription" next to the subscription that you'd like to pause then click “Pause”. You will not be charged while your subscription is paused. Your subscription will automatically resume after the pause period is complete. Pause by 7:00 PM EST on the 4th of the month to avoid being billed for that month’s crate.

What happens at the end of my gift or auto-renewing subscription?

At the end of a gift subscription term, the subscription will expire. We’ll send you and/or the gifter a renewal notice by email and you may choose to renew the subscription through your own Kiwi Crate account.

At the completion of an auto-renewing subscription term (3-, 6-, or 12-month), we will send you a reminder email about the subscription's automatic renewal. If you do not cancel your subscription before the 5th of that month, then your subscription will renew for the same number of months as the term that was originally purchased. For example, if you started a 3-month auto-renewing subscription in March, then we will send a reminder around June 1 and bill you for another three months on June 5.

How do I update my billing information?

You can update your billing information at any time from your My Account page. On your “Profile” tab, you will be able to “Edit” your Payment Information (credit card number) and/or Billing Address.

What are the advantages of signing up for a subscription instead of buying one-off Single Crates?

Besides the ongoing excitement and anticipation of fun monthly projects delivered to your door each month, there are other benefits to signing up for our subscription service:

  • When you sign up for a monthly or gift subscription, shipping is free in the U.S.!
  • You will receive a special welcome kit in your first crate.
  • Bulk discounts are included in the price of 6 and 12-month subscriptions.
  • For U.S. customers, the sibling “no fight crate” option is available (the sibling add-on is not available on Single Crates purchased individually)

What is your cancellation policy?

We hate to see you go, but you can cancel a monthly subscription anytime after the first crate ships. Please cancel by 7:00 PM EST on the 4th of the month if you do not wish to receive that month’s crate (we bill on the 5th of each month). To cancel, please call (866) 639-6502

Gift subscriptions (3-, 6-, or 12-month terms) are not eligible for cancellation - these subscriptions will expire after the original term is complete.

Auto-renewing subscriptions (pay every 3, 6 or 12 months) can be turned "off" at any time - meaning we will cancel the next automatic renewal of the subscription (instead, the subscription will expire). Auto-renewing subscriptions cannot be canceled mid-term. To cancel, please call (866) 639-6502

Shop Questions

What’s available in the Kiwi Crate Shop?

We offer an array of one-off Single Crates, Party Packs, craft materials and more in our Shop! Our Single Crates make wonderful gifts for birthdays, activities for a rainy day, or fun for other special occasions. Each crate contains multiple activities, with all the materials and instructions included. You can select one of our award-winning Single Crates as the first crate of a new subscription, too!

Our Party Favors, available in your choice of 4 crate colors (red, blue, green and pink), are special mini versions of our crates. They make for wonderful party favors for guests to take home. Or, set them out at the event for a fun, creative party activity! Mix and match projects and colors to match your decor.

In a party pinch? Expedited shipping is available on Shop orders.

Where do your Shop orders ship?

We ship our Shop items anywhere in the US and its territories. We also ship to P.O. Boxes and APO/FPO/DPO addresses, but cannot offer expedited shipping on those orders.

At this time, Kiwi Crate does not ship Shop orders outside of the U.S. (Our Subscription service is available to U.S. and Canada). Feel free to sign up on our international wait list and we’ll let you know when we start shipping Shop items to your country.

When do Shop orders ship?

Shop orders (non-subscription) will ship out within 2 business days from our warehouse in California. FedEx 2-Day orders placed by 9AM PST Monday-Friday will ship out the same day.

Shipping options vary by location, and include Regular Shipping (3-8 business day shipping time), FedEx Ground Shipping (2-5 business day shipping time) and FedEx 2-Day Shipping (two business day shipping guaranteed). Shipping time and price will vary by option selected and shipping location.

Is the sibling add-on available on Single Crates from your Shop?

The sibling add-on is not available on Single Crates when purchased individually. However, U.S. customers can take advantage of the sibling add-on by selecting a Single Crate as the first crate of a new subscription. To do this, simply select the Single Crate theme you’d like as your first crate and choose “Subscribe starting with this crate and get free shipping!” and then during checkout, click “add extra materials to this crate”.

How much is shipping on Shop orders?

Regular Shipping rates (3-8 business days) vary based on the size of your order. See the table below for these rates:

Order Total   Base Shipping Cost
Up to $14.99   $3.95
$15.00-$24.99   $4.95
$25.00-$49.99   $7.95
$50.00-$74.99   $9.95
$75.00-$99.99   $12.95
$100.00-$149.99   $14.95
$150.00-$249.99   $19.95
$250.00 and Over   $24.95

Expedited shipping rates vary by order size and location.

Will you continue to add more single crates in the Store?

From time to time, we continue to release crates. Please sign up for our newsletter for access to exclusive discounts and new product announcements.

What is your return policy?

Monthly subscription boxes are ineligible for return.

We accept returns on Shop orders if the items are unused and not damaged. Returns must be made within 60 days of purchase for a full refund. All return shipping costs are the responsibility of the customer. Returns will be accepted here:

Kiwi Crate
ATTN: RETURNS
140 E Dana St. Building C
Mountain View, CA 94041

Return packages must include:

Gifting

Can I give Kiwi Crate as a gift?

Of course! Kiwi Crates make wonderful gifts! Simply visit our gift page and make your gift selection (Single Crate, 3-, 6- or 12-month subscription or gift card). Then, provide the details such as the child’s name and shipping address. Your gift will be enjoyed for months to come!

You can also send other one-off Shop items as gifts too! Be sure to check the “is this a gift?” box during checkout so that you can enter a gift message. We'll include a special card in the package with your gift message printed on it.

Do you offer gift wrapping?

We do not offer gift wrapping. Subscription crates arrive in our signature green box featured on our website with the child(ren)’s name(s) on the shipping label! In our Shop, when you select “is this a gift?”, we will protectively wrap Single Crates and Party Favors. Larger Shop orders will automatically be packed in shipping boxes.

I received a Kiwi Crate e-gift card - what do I do now?

You can either redeem your gift card here or simply use your unique gift card code like a promo code and apply it to any Subscription or Shop order. Unused gift card credit will automatically apply to your Kiwi Crate credit account.

Other

Do you have a referral program?

Yes, we do have a Refer-A-Friend program: Invite your friends and they will receive $10 off the purchase of a new subscription (not combinable with other promos). You will get a $10 credit for each friend who makes a subscription purchase using your referral link! The Refer-A-Friend discount (for your friends) is only valid on Subscriptions, however your credit can be used towards Subscriptions or items purchased individually from our Shop. Anytime you have credit in your Kiwi Crate account, these funds will automatically apply to your next purchase or automatic billing cycle, whichever comes first. See the Refer-a-Friend page for more details.

How do I report a problem with my crate?

We strive to ensure top quality for every crate. If you do find a problem with your crate, please let us know by emailing customercare@kiwicrate.com or by using the Contact Us form.

How can I give feedback?

We'd love to hear from you - just fill out our Feedback Form and we promise to respond.

How can I be involved in creating crates?

We welcome ideas for new crates and projects we should consider - contact us any time!

How did you come up with the name Kiwi Crate?

Sandra, one of our founders, had picked up a stuffed animal kiwi from New Zealand years ago. This kiwi became one of her kids' favorite plush toys. Running through potential names, it struck us that Steve the Kiwi would make the perfect mascot for the company. As the kids envision him, Kiwi is friendly, curious, and a willing companion on all their adventures – just the sort of qualities we hope to convey ourselves. Since our kids were the inspiration for the company to begin with, we love having them tied into the process at so many levels, from branding and design critics to Chief Product Testers. Read more about the details of our story on our blog.