Returns must be received within 30 days of date of delivery. Shipping costs are the responsibility of the customer unless items were shipped in error by The Theraplay Institute or are defective.
We do not accept returns for digital products (e.g. online learning, PDFs, mp3s/mp4s).
All requests for refunds or exchanges should be sent to firstname.lastname@example.org. Please review our policy regarding refunds for trainings and workshops here.
You may send authorized returns to:
The Theraplay Institute ATTN: Amber Rhodes
1840 Oak Ave Suite 320
Evanston, IL 60201
Once received, a representative will process your request and determine whether the product meets the criteria for refund or exchange.
Approved returns received within 30 days of delivery will be processed in the following way:
- Refund minus shipping cost will be issued for products if they are in new, undamaged condition with all the original packaging and accessories. DVDs, CDs, and other products originally plastic wrapped must be unopened and still in their plastic wrap.
- Opened products that are defective will be replaced with the same product once the defective/damaged product has been received by TTI.
If you have any questions about this process, please contact us here
Refunds are based on the amount paid for the product at the time of ordering and does not include shipping/handling charges. Unless shipped in error by The Theraplay Institute or the item is defective or damaged, original domestic and international shipping charges cannot be refunded.
Please note, packages refused or undeliverable as addressed returned to The Theraplay Institute within 90 days of purchase date will result in a refund of the order total, minus original shipping and handling charges only if the product is received in new and undamaged condition by TTI. The Theraplay Institute cannot be responsible for shipping charges on packages returned due to an incorrect/incomplete shipping address entered by the customer.
For defective or damaged products, TTI will reimburse the cost of return shipping via check for customers within the United States. Customers outside of the United States will need to work with the TTI office to make arrangements for reimbursement.
Usually in about 2 – 3 weeks. Most refunds and exchanges are fully processed in 3 to 5 business days after we receive and process your request.
Packages returned without a return mailing address (this includes refused or undeliverable-as-addressed packages) will take longer to process at our office and, as such, it will take longer to receive your refund.
Unless an item is defective, we are unable to make exchanges. You are welcome to return item(s) according to our return policy. You are welcome to order the item you want instead and return your already purchased item within 30 days of delivery to receive a refund.
We are continually working to provide the most helpful and up-to-date resources for our customers which means that sometimes updates are made. As this is part of regular business practices, unfortunately, we are unable to provide exchanges or accept returns outside of our standard return policy.
We do our very best to give advance notice of any significant updates to a product, and make note of this on the product page directly. We also encourage you to subscribe to our mailing list to receive important updates from us.
If the product you received is defective or damaged, please call or email Customer Service to request a replacement. Please include your name, date of purchase, description of damage, and photo of product damage. Once a TTI representative has confirmed your eligibility for an exchange or refund, you will need to return the item to the TTI office.
The defective product will be replaced and the replacement product shipped at the expense of TTI.
The Theraplay Institute ATTN: Amber Rhodes 1840 Oak Ave Suite 320 Evanston, IL 60201
Once the product has been received and reviewed, your exchange or refund will be processed.