Frequently Asked Questions

Ordering and Billing

1. What forms of payment do you take?

   We accept Visa, Mastercard, American Express, Discover, JCB, and Diners Club cards. Debit cards that are backed by any of the above listed cards are accepted as well. You may change your billing information at any time by accessing your account preferences.

2. How do I make changes in my shipping or billing information?

   If you need to update your information on your account, please do so here. Please know order information cannot be edited once orders have been placed – this  includes email, shipping address, shipping service, and order contents.

3. What is the return policy?

   Please review all items carefully before a purchase is made as all sales are final, including orders not yet shipped. All items in your cart are listed for review before purchase. In addition, completed orders are listed on your account under my orders & subscriptions. Please review those items, as these terms apply to duplicate items as well.

4. Will I be charged sales tax?

   Customers who live in the following states will have sales tax listed at checkout as a separate line item: AK, AL, AR, AZ, CA, CO, CT, FL, GA, HI, IL, IN, IA, KS, KY, LA, MA, MD, ME, MI, MN, MO, NC, ND, NE, NJ, NV, OH, OK, PA, RI, SC, SD, TN, TX, UT, VA, VT, WA, WI, WV, and WY. These taxes are imposed by the state on the purchase of goods and services and are not limited to Camp Castle. The applicable rate is set by each state respectively.

My Account

1. How do I access and download my digital pages?

   To download on your computer:

   -Make sure you’re logged in to your account.  

   -Go to My Digital Files under the My Account drop down menu.  

   -Click on the folder of choice.  

   -Click “Download”.  

   -Depending on your browser will depend on where your file will save. It usually will be saved to a “Downloads” folder.  

   -Click to open either PNG or PDF files. PDF works best for printing and coloring.

2. How do I update my credit card?

   You can update your information through your account here. Just click on “update” under your payment method.

3. How do I make changes in my shipping or billing information?

   If you need to update your information on your account, please do so here. Please know order information cannot be edited once orders have been placed – this  includes email, shipping address, shipping service, and order contents.

Shipping and Returns

1. How will my order be shipped?

   Though we use a variety of shipping methods, our two primary methods of shipping are United States Postal Service and UPS. The shipping method used for each order will be determined by several factors including the weight/size of your package, the type of package, and the shipping destination. Please note shipping timeframes do not include time needed to fulfill your order. Visit our shipping page for further clarification.

2. What is the return policy?

   Please review all items carefully before a purchase is made as all sales are final, including orders not yet shipped. All items in your cart are listed for review before purchase. In addition, completed orders are listed on your account under my orders & subscriptions. Please review those items, as these terms apply to duplicate items as well.

3. How much is shipping?

   Shipping rates for items from the shop will vary by service type and weight/size of order. Refer to the checkout page for accurate shipping and handling amounts. Orders of $100 or more shipping in the U.S. with economy service get FREE shipping. More shipping information can be found here.

4. When will my order ship?

   Please note shipping timeframes do not include time needed to fulfill your order. Orders may take up to 3-5 business days to be fulfilled and shipped. You can view our shipping policies here.

5. Shipping Protection Coverage

   To ensure a worry-free shopping experience, we offer the option of shipping protection coverage for $2.99. This coverage safeguards your purchase against loss, theft, or damage during transit. With shipping protection coverage, you can enjoy peace of mind knowing that, in the unlikely event that your package is lost or arrives damaged, we will work diligently to resolve the issue by either replacing your item or issuing a refund. **Please note that claims must be reported within 30 days of the expected delivery date

6. Shipping Protection Coverage

   To ensure a worry-free shopping experience, we offer the option of shipping protection coverage for $2.99. This coverage safeguards your purchase against loss, theft, or damage during transit. With shipping protection coverage, you can enjoy peace of mind knowing that, in the unlikely event that your package is lost or arrives damaged, we will work diligently to resolve the issue by either replacing your item or issuing a refund. **Please note that claims must be reported within 30 days of the expected delivery date

Playmats

1. How do I best care for my playmat?

   You will want to allow about 10 minutes for your mat to completely lay flat upon first use or after being stored.

   Your Camp Castle play mat is simple to clean, just use a damp cloth. 

   For a really stubborn job, try diluted hand soap and rinse thoroughly after washing. 

   Do not use dish soap, harsh chemicals or abrasives, which will wear off the finish and colors on the mat.

   This mat is durable in high traffic areas, but is not indestructible. 

   Use reasonable caution and care on this product. 

   Do not drag metal or furniture across the surface. 

   Always use caution when wearing high heels.

   If the mat gets very wet, allow it to dry completely to prevent mildew, especially the underside of the mat.If the mat creases, lay flat in warm sun for up to 1 hour.

   To store, roll up or lay flat. We do not recommend folding the mat.

   Leaving the play mat outdoors for extended periods of time is not recommended and can cause fading and yellowing of the finish of the mat.

   Do not machine wash.

2. Are Camp Castle play mats safe for my children?

   Yes, yes, definitely yes! They comply with the North American and European Toy Standards and are completely non-toxic.

   The play mat material backing does contain Latex, so if you or your child has an allergy to Latex, we do not recommend the use of our play mats.

3. What are the play mats made of?

   Floor vinyl. Our play mats do not contain polyvinyl chloride (PVC).

4. How much do the play mats weigh?

   Mini: 0.7 lbs

   Medium: 5.5 lbs

   Biggie: 7 lbs

5. How thick are the play mats?

   2.85mm (comparable to two pennies, stacked)