Frequently Asked Questions (FAQs)

Shipping – Get the Goods!

  • Can I get overnight delivery?

We currently do not offer overnight shipping.

  • What are my shipping options?

Shipping options include standard USPS Priority/First Class Mail (Free with orders of $40 or more) or 5-7-day (Standard). Your tracking will be emailed to you directly from your KidFocus account as soon as your item(s) have shipped.

  • What carriers do you use?

The shipper is determined by the products you order, your shipping timeline and your location. Your shipping email will contain the tracking number. We currently use UPS and USPS. This helps keep shipping costs lower so we can pass those savings to you!

  • I am an international customer (outside USA.) Do I have to pay customs and taxes?

All packages are shipped via UPS or USPS. Items shipped outside of the United States may be subject to import duties, taxes and/or charges which are not included in the total cost of your order, nor will they be covered or reimbursed by KidFocus. We are not responsible for any shipping deliveries that may be affected by customs, natural occurrences, transfers from our carrier to the local carrier in your country or air and ground transportation strikes or delays once the package has exited the United States.

Product Questions!

  • Am I getting the newest series? When will you get the newest series?

At this time, we offer products based on availability and do not guarantee series

  • When will you be selling other products?

As the top-selling toys become available to us, we will make them available to you. Please make sure you opt-in to email and text alerts so that you can be one of the first people to take advantage of our exclusive deals and new and restocks of the products you love!

  • Am I able to purchase these items in stores?

L.O.L. Surprise! products are available in stores globally. While our partners may not carry the full assortment of an product or brand, many local, specialty retailers carry our products.

Online Ordering Made Easy!

  • I have not received my order confirmation, what should I do?

    Order confirmations can sometimes take up to 24 hours to receive due to high demand. If you have not received your order confirmation E-mail after 24 hours, please contact us at  with your inquiry.
  • Do I need to set up an account to place an order?

    No, but by setting up an account, you have access to view your order and shipping information.
  • Can I change my order once I've placed it?

    No, once you place an order we are unable to change it. All sales are final.
  • How can I find out about restocks and limited edition items?

    Sign up for our VIP list or opt to receive texts to get the first notice of availability for high-demand or limited edition items. We like to reward our VIPs and so we let them know first.
  • How many items can I buy in one purchase?

    Quantities are generally unlimited. The only exception is if we’re offering an exclusive or special promotion at which time, if there are any limits, it will be included on the product description.
  • How can I view my shopping cart?

Click on “View Cart” at the top right of the screen. This will allow you view the contents of your cart as well as add, delete and make quantity changes to items.
  • How long are items held in my cart?

Items are held for 1 hour.
  • How will I know that you have received my order?

After you complete the checkout process, a receipt will appear on your screen detailing your final order including shipping charges, your billing address, and the items that are being sent to your shipping address. A copy will also be sent to your email.

  • What are your payment options?

We proudly accept Visa, Mastercard, American Express, Discover and Klarna.

  • How long after ordering should I expect to receive my shipment?

Orders will typically ship within 48 hours of being placed. Please allow 7-10 business days to receive your order with standard shipping.

  • I've forgotten my password. What should I do?

To reset your password, go to and click on “Forgot your password?” above the sign-in button. You will then be prompted to enter your E-mail address you used to create your account. Once you submit, you will receive an E-mail notification with a link to reset your password. Once you’ve done this, you can log in with your new password.

  • How can I get in touch with your customer service team?

For customer service inquiries only, please reach out to us at   

  • I emailed your customer service team. When should I expect a response?

    We aim to respond to all E-mails within 48 hours. Please note that this timeframe may be extended during and after high-demand periods.

Something’s Not Quite Right

  • My item was damaged in shipping, how can I get a refund?

We are happy to replace your damaged or defected product once you provide the following to us in an email to Once we receive this information, we will be happy to review your claim and take the appropriate reship steps. Please provide your order number and a clear photo of the item in question with a brief description of the issue or damage.

  • May I return my product?

We currently have an All Sales Final policy and while we currently review damage and defect claims on a cases by case basis for a replacement, we are unable to accept direct returns. However, if there’s an issue other than damage or defect, please email us with a photo of the damaged parcel and product at and let us know the situation and we will do our best to help.