Physical Location

180 Trowers Rd. #16, Woodbridge, ON L4L 5Z6

Hours of Operation

Mondays – Fridays 10:00 am – 6:00 pm

FAQ

Do you charge for diagnostics?

Yes, KidsVIP charges a fixed diagnostic fee of $29.99 for each unit assessed after 12 months from the date of purchase.

A $29.99 diagnostic fee also applies to all virtual troubleshooting sessions, which are scheduled for a standard duration of 30 minutes.

Can I walk in, or do I need an appointment?

Walk‑ins are welcome at our Service Center during regular business hours; this excludes products covered under extended warranty.

What do I do if I have an extended warranty?

Customers with extended warranties must file a claim before dropping off the product. A product covered by an extended warranty will not be accepted for drop‑off without first submitting a claim and receiving a drop‑off appointment. If you need assistance in filing your claim, please contact support@kidsvip.ca.

Do you service ride‑on cars not purchased from KidsVIP?

Yes, we also service non-KidsVIP products, including ride‑on cars purchased from other sellers. Kindly email support@kidsvip.ca to confirm compatibility of our replacement parts with your current product prior to visiting the Service Centre. Please note, any inquiries beyond confirming product compatibility are considered technical support, and the diagnostic service fee will apply.

Are the replacement parts safe and certified?

Yes, all replacement parts installed or sold by KidsVIP personnel:

• Are tested and certified under the ASTM F963 Toy Safety Standard
• Are fully functional and in optimal working condition

Is there a warranty on replacement parts?

Yes, all parts used in servicing are covered by a 30‑day warranty starting from the ticket closing date. Only issues related to the original defect or malfunction will be covered under this warranty. New issues not previously diagnosed require a new service ticket.

What is the Ride‑On Car Servicing Procedure?

If your ride‑on car has a defect or malfunction and is not covered under an extended warranty, you can:

• Email support@kidsvip.ca with your concerns for virtual assistance (please allow 24–48 hours for a response).
• Drop off the unit at our physical location. You will be required to complete an in‑person service ticket detailing your concerns.

Diagnostic checks are typically completed within 72 hours to 1 week post drop‑off.

What if my product has been modified?

Any independent modifications to the ride‑on vehicle will result in the voiding of the product warranty.

What happens after diagnostics are complete?

1. The customer is contacted via email and phone with the diagnostic results.
2. We provide an estimated cost of repair, including parts and labor.
3. Repairs proceed only after customer approval and agreement to pay (if applicable).

Is there a storage fee?

Customers are granted a 72‑hour grace period to collect their product once the Service Department has confirmed it is ready for pickup. Following this period, a storage fee of $25.00 per day will be applied to the outstanding balance.

Are there refunds or exchanges?

All parts are final sale. Please contact support@kidsvip.ca to confirm replacement part compatibility prior to purchase.

What if my product is too large to transport?

For customers who are unable to physically visit our Service Centre, we offer the following support options:

• Virtual Diagnostic & Troubleshooting: Schedule a virtual session with a KidsVIP service technician by emailing support@kidsvip.ca. Our team can assist with diagnosing issues, providing setup guidance, or identifying required parts — all from the comfort of your home.
• GTA Pick‑Up & Drop‑Off Service: If you are located within the Greater Toronto Area and cannot transport your ride‑on vehicle, KidsVIP offers pick‑up and return delivery for repairs. Please contact support@kidsvip.ca to request a quote for this service.