CONTACT US
To reach out to our customer support team, please email us at support@thestemkids.co
Policies
Return Policy
TheSTEMKids facilitates returns of items under specific conditions. Returns are allowed, provided the item is in the same condition as received, unused/unwashed, with tags, and in its original packaging. However, certain items are excluded from returns, such as those marked as final sale, gift cards, bespoke products, international orders, and gifts with purchase.
The return window is 30 days, starting from the date the order is marked as delivered by the carrier. Return shipping fees are the responsibility of TheSTEMKids, and the return process begins once the received items are inspected. Customer funds may be temporarily held to confirm the receipt of returned items and ensure they meet refund eligibility criteria, preventing fraudulent or unauthorized returns and ensuring a fair process.
Please be aware that this return processing policy may be subject to change at the discretion of TheSTEMKids. Any updates will be communicated to customers through appropriate channels. By continuing with a purchase, you acknowledge and agree to abide by the terms outlined in this returns processing policy.
To initiate a return request, please provide your order ID and shipping address through our returns portal. Refund processing may take additional time due to increased order volume and our commitment to meticulous inspection for product quality, extending the processing period up to 3 weeks. We appreciate your understanding and patience during this period.
Cancellations and Order Modifications Policy
Order cancellations and or modifications must be submitted in writing within 1 hour of order placement. After that time has elapsed, you may be eligible for refund, exchange, or store credit. Please refer to those policies for more details.
Our cancellation and order modification policy does not apply for requests that occur outside of business hours.
Shipping Policy
Eligible Destinations:
TheSTEMKids provides shipping services to the contiguous 48 states, Washington D.C., Hawaii, Alaska & Canada
Order Fulfillment:
Unless otherwise indicated on the product page, for in-stock orders, our fulfillment team is given up to 2 business days to pick, pack, and ship orders.
Shipping Timing:
Shipping options and associated costs are displayed during the order checkout process. Once an order is processed, we immediately dispatch it, and you should receive your products within 6 to 8 business days.
Order Tracking:
Orders may be tracked at this link using the tracking number which will be sent via email at the time of shipment. Please note for orders shipped via DHL, browser security settings may need to be adjusted to view their tracking page.
Shipping Updates:
Fulfillment and shipping updates will be sent to the email address used to place the order as the order is processed.
Onward VIP Protection+
TheSTEMKids has partnered with Onward to provide our customers with carbon neutral shipping protection, CashBack and a 90 day satisfaction guarantee on your purchase. When you add Onward to your order, you’ll be protected against lost, stolen or damaged packages. You’ll also have a 90 day satisfaction guarantee where if you experience product quality issues, Onward will work with you to make it right or refund your purchase. As an additional benefit, you’ll receive 10% of your purchase as CashBack for your next order with us.
How does Onward work?
Onward is an on-demand concierge service that covers our customers in the event they have shipping issues or have product quality issues with their purchase. If you add Onward to your order, you’ll be able to file a claim with just a few clicks and have the option of receiving a refund or a reorder based on the type of claim. Your claim will be reviewed for approval within an hour.
How Do I File A Claim?
You can quickly file a claim through the email that Onward sends you after you place your order, or you can file here.
Who does Onward partner with to make shipments carbon neutral?
Onward has partnered with Cool Effect, a 501c non-profit climate change organization, to neutralize carbon emissions from your shipments covered with Onward. When you add Onward to your order, you’ll be automatically taking action against climate change.
How Much Time Do I Have To File A Claim?
You’ll have 90 days from the order date to file a claim.
What happens if my replacement order through Onward also gets lost, stolen or damaged?
Not a problem! Any replacement orders that are placed by Onward are still insured by Onward.
How does Onward’s CashBack feature work?
One of the benefits of adding Onward to your order is their CashBack feature. When you add Onward to your next order, you’ll receive 10% of that order as CashBack to use on a future purchase with us. After you place your order, Onward will email your CashBack balance and a code you can use to redeem your CashBack on your next purchase. As you place further orders that include Onward, your CashBack balance will increase and as you redeem your CashBack, your balance will decrease.
How does Onward’s Satisfaction Guarantee work?
Onward’s satisfaction guarantee provides coverage for any quality issues you experience with the use of our products.Quality Issues are defined as accidental product damage occurring during normal usage such as tears, rips, stains, drops, punctures, cracks, breaks, mechanical failures and electrical issues.If you experience any of these issues within the coverage period, you can file a claim with Onward. Onward may first attempt to repair the product at their expense before either replacing the product or issuing a refund.
Exchanges and Store Credit Policy
Exchanges and store credits are allowed, depending on the circumstances. To qualify for an exchange or store credit, the item must be in the same condition as received, unused/unwashed, with tags, and in its original packaging. Certain items, such as those marked as final sale, gift cards, bespoke products, International orders, and gifts with purchase, are ineligible for exchanges or store credit.
To initiate an exchange or store credit request, the product must meet specific conditions outlined in the policy. The exchange and store credit window is set at 30 days, starting from the date the order is marked as delivered by the carrier. The responsibility for return shipping label costs lies with TheSTEMKids, depending on the specified terms. The exchange or store credit process begins once the returned items are received and inspected by our team. Customer funds may be temporarily held to confirm receipt and verify eligibility, ensuring a fair and secure process and preventing fraudulent or unauthorized returns.
Please be aware that this Exchange and Store Credit processing policy may be subject to change at the discretion of TheSTEMKids. Any updates will be communicated to customers through appropriate channels. By continuing with a purchase, you acknowledge and agree to abide by the terms outlined in this exchange and store credit processing policy.
To submit an exchange or store credit request, please provide your order ID and shipping address through our exchange portal. Due to increased order volume and our commitment to meticulous inspection for product quality, the processing time for your refund or exchange may extend up to 3 weeks. Your understanding and patience during this period are greatly appreciated.
Incomplete Orders / Missing Items Policy
Our Incomplete Orders/Missing Items Policy is designed to address and rectify orders that arrive with missing items or components. If such a situation occurs, TheSTEMKids will process a replacement for the affected items. The Incomplete or Missing Item Claim Window is set at 10 days, with the claim window for missing items starting from the date the order was marked as delivered.
Additional conditions apply to items lost or damaged in transit. To submit a claim, proof of purchase is required, and photo and/or video evidence may be necessary. Issuance of replacement orders will be held until TheSTEMKids can confirm that the order was sent out with missing items or components.
This policy does not extend to items lost or damaged during transit. Package / Shipping protection is offered via Onward VIP Protection+. Please see our Onward VIP Protection Policy for more information.
Chargebacks Policy
At TheSTEMKids, we strive to provide excellent customer service and resolve any issues that may arise. This policy outlines our guidelines and procedures regarding chargebacks initiated by customers. By making a purchase, you acknowledge and agree to the following provisions:
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Contact Customer Support First:
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If you encounter any issues with your purchase, we strongly encourage you to contact our customer support team first.
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Our customer support representatives are dedicated to resolving any concerns or disputes in a timely and efficient manner.
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We believe that open communication and collaboration can often lead to a satisfactory resolution without the need for a chargeback.
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Chargeback Fees:
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In the event that a chargeback is initiated without prior contact with our customer support team or is deemed to be frivolous or fraudulent, we reserve the right to charge a chargeback fee to cover administrative and processing costs.
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The chargeback fee amount will be communicated to you before it is charged, and it will be deducted from any refund amount, if applicable.
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Chargeback Validity:
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A chargeback is an option provided by your financial institution to dispute a transaction and request a refund.
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It is important to note that initiating a chargeback without prior contact with our customer support may lead to delays in resolving your issue and can negatively impact our ability to provide quality service.
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Chargeback Investigation:
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Upon receiving a chargeback notification, we will be notified by our payment processor or financial institution.
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We will conduct a thorough investigation into the transaction, including reviewing order details, communication history, and any supporting documentation provided by both parties.
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As we are beholden to timelines provided by issuing banks, the investigation process may take up to several weeks. We appreciate your patience during this time.
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Resolution and Refunds:
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If the chargeback is deemed valid and supported by sufficient evidence, we will comply with the decision made by the financial institution.
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If the chargeback is resolved in our favor, any refund issued by us will be reversed, and the original transaction will be reinstated.
Discounts Policy
At TheSTEMKids, we believe in providing exceptional value to our valued customers. To enhance your shopping experience and reward your loyalty, we offer the following discount policy:
Promotional Discounts:
We frequently run promotional campaigns and offer discounts on selected products or categories. These discounts may be communicated through our website, email newsletters, social media channels, or other marketing channels. Promotional discounts may be percentage-based (e.g., 20% off) fixed amount-based (e.g., $10 off), or presented as offers for gifts with purchase.
Seasonal Sales:
During special occasions and festive seasons, we may hold seasonal sales events. These events feature attractive discounts and special offers on a wide range of products. Keep an eye out for our announcements to take advantage of these limited-time opportunities.
Volume Discounts:
For bulk purchases or orders exceeding a certain quantity, we offer volume discounts. These discounts are designed to provide cost savings for businesses, organizations, or individuals making large purchases. Please contact our customer support team for more information on volume discounts.
Special Offers:
Periodically, we may introduce special offers in collaboration with our partners or as part of strategic initiatives. These offers could include bundle deals, buy-one-get-one-free promotions, or special discounts on specific products. Stay tuned for these exciting opportunities!
Coupon Codes:
Coupon codes are periodically issued by TheSTEMKids. These codes can be applied during the checkout process to avail of additional discounts on eligible products or orders. Coupon codes may be distributed through various marketing channels or as part of exclusive promotions.
Terms and Conditions:
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Discounts cannot be combined unless explicitly stated.
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We do not accept requests to retroactively apply discounts to purchases outside of the offering period.
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Discounted prices apply only to eligible products during the specified promotion period.
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Discounts do not apply to taxes, shipping fees, or any additional charges unless stated otherwise.
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We reserve the right to modify or cancel any discount, promotion, or policy at our discretion.
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In case of suspected misuse or fraudulent activity, we reserve the right to refuse or cancel discounts.
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The discount policy is subject to change without prior notice. The updated policy will be reflected on our website.
Products
Can all ages use this?
Yes, it is designed for all ages! Each microscope is specifically designed and tested to be shatterproof to make sure you and your children are safe. The glass components are sheltered with high-quality ABS plastic to protect the eyes.
It is recommended that children are supervised during use.
Are microscope slides required to use this?
No! In fact, it is specifically designed to be used WITHOUT microscope slides (unlike any other microscope on the market today). Simply point in the area of interest and view!
If you wish to use microscope slides, then each portable microscope comes with a viewable adapter. We also sell pre-prepared microscope slides for those that want to view insects without the hassle or danger of collecting them!
Is it hard to use?
Both kids and adults can operate the microscope with a bit of practice! We find that it takes no more than 5 minutes for people as young as four to learn!
It does have a bit of a learning curve. For those that are having trouble, we have a quick-and-easy guide on our website https://thestemkids.com/pages/how-do-i-use-my-microscope.
What is your product made of?
The product is made out of impact-resistant ABS plastic, perfect for withstanding drops and falls!
Microscope Software Installation
Download XploView: The SuperScope Software
For Windows
Windows 10 (32 bit or 64 bit)
systems Windows 8 (32 bit or 64 bit)
Windows 7 (32 bit or 64 bit)
Windows Vista (32 bit or 64 bit)
Windows XP SP2, SP3
Download Here
For Mac
Mac OS X 10.5.6
Mac OS X 11.5.x
Download Here
Why Did We Design The SuperScope?
Many parents and kids enjoyed The STEMscope Portable Microscope. It is a perfect tool after all for keeping kids entertained and fostering a love for science.
So here at The STEMkids, we decided to take our microscope to even greater heights.
See specimens with great detail with the Superscope! Thanks to its 100x - 780x magnifying power, you can now examine specimens on a cellular level.
With the Superscope, you have more flexibility. You can explore the wonders of the microscopic world, both indoors and outdoors!
What is included with the purchase of a microscope?
Every microscope purchase includes a STEMKids portable microscope and microscope slides.
What should I do if the LED is not working?
Make sure to remove the plastic insulate tab before use. If the light still does not turn on, lightly tap the microscope against a hard surface.
If the light still does not turn on, it means the battery is dead. Use a small precision Phillips screwdriver to remove the bottom cap and replace the batteries (the batteries are LR-44 batteries).
If the LED still does not turn on, please contact us and we'll resolve your issue right away!
Do you offer multiple colors?
We only offer one color at the moment. Our newest edition features the popular blue color, but if you have any color recommendations, please let us know!
Microscope Not Focusing? Try
NEVER wear eye glasses while using this (or ANY) microscope. Doing so makes sighting extremely difficult, if not impossible.
Make sure the LED Lightingis on. If it is not turning on, remove the plastic tab near the battery. Tap the microscope lightly against a surface. If the LED light is not bright even after all these steps, contact us!
Make sure to place it on a flat surface. A flat surface is essential or else it will be difficult to focus. Make sure to press downgently so that there are no gaps between the microscope and the surface.
Next, choose your magnification (this is the top slider). Once you adjust this, do NOT touch the slider. If you try to adjust the magnification and the bottom knob at the same time, it will be difficult to focus (this is the most common issue). Please note that the top slider is not supposed to be used to focus.
Use the bottom knob to adjust the focus until the image is crystal clear. Make very slight adjustments as needed!
