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Piccalio Help Center

We do not have any current sales or promotions, but we encourage you to sign up for our newsletter and follow along on our social channels to keep up to date with the latest product launches and updates.

Do you offer any promo codes?

The estimated shipping time of the item that you've ordered is available on the product page. ‘Ships in’ lead-times shown on each product page indicate the estimated date range you can expect the item to ship to your delivery location. You will be notified via email as soon as your order has been dispatched and is on its way to you. You can always check the status of your order here. 

All deliveries are carbon neutral + one tree planted per order.

When will my order ship? 

If the tracking information shows that the package was delivered, but you are unable to locate the package within 48 hours of the Delivered timestamp, we suggest to check the following: 

- Verify the shipping address provided 
- Look around the delivery location for your package (e.g. left outside a nearby apartment) 
- Check your mailbox or mail storage room 
- Ask if someone else in your household accepted the package on your behalf 

Unfortunately, we are no longer able to refund or replace these "delivered but lost" orders because the carriers (FedEx, USPS, OnTrac etc.) no longer consider these items lost. There has been a large increase in fraud instances, and they are no longer honoring our claims, even if we provide customer complaints. Our hands are tied in this situation, as we have to follow the same rules of our carrier partners. Piccalio is not responsible for any lost or stolen packages. If you have purchased Piccalio Package Protection, please submit the claim here. 

Piccalio Package Protection covers damaged, lost or stolen parcels. Please note, claim needs to be submitted within 15 days of delivery.

I have not received my order

You may manage, track or report an issue with your order here. If that does not do the trick, send us a message and we will make this right.

There's an issue with my order

We are so sorry to hear about this and we want to make this right for you. Please reach out to us on our help form within 7 days from receiving your order and provide the below information.  A member of our team will be in contact with you within 24-48 business hours with next steps. 
1. Confirm your order number and shipping address
2. Part number and quantity of the missing/damaged item(s). This can be found in the assembly instructions which I have attached to this email. 
3. If the item(s) received are wrong/broken/damaged please send clear photos and/or videos. This also helps provide feedback for our team to help improve the design, if deemed necessary.

I received a defective item

You may check the status of your order here. Please note that orders with multiple items may arrive separately and have different tracking numbers.

There are items missing in my order

All orders placed after 11AM PST Monday - Friday will not be received by our warehouse until the following business day (excluding holidays and weekends). Please allow 1-3 business days for the order to process and for a tracking number to generate. Once your order ships, and a tracking number is generated you will receive an email confirmation with the tracking number. You may learn more about estimated shipping times based on your location here. 

If you purchased an item that is on back-order or pre-order, you will receive an order confirmation email but will not receive a tracking confirmaton until the item is in stock and has shipped. Estimated shipping times for back-ordered items and pre-ordered items are noted and updated on the product page. You may learn more about our back-order and pre-ordered items here. 

Kindly,
Piccalio Support

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