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Thank you for confirming that information. We are so sorry to hear this and we want to make this right. Please submit a claim <a href="https://app.claimlane.com/c/piccalio?lang=en" rel="noopener noreferrer" target="_blank">here</a> and be sure to select &apos;Damaged / Defective within 30 days of purchase&apos;.&#xA0;Please note that you will need the order number and email address associated with the order to initiate a return.Please keep in mind that our response times are within 24-48 business hours (excluding weekends and holidays). &#xA0;

At Piccalio, quality and customer service are our top priorities. Although we do strive to provide the best quality in our products there can be defects that slip by us. If you have received a defective item please contact us here within 7 business

I received a defective item. What can be done about this?

Orders, Shipping & Delivery

How long will it take for my item to arrive?

How do I track my shipment?

If I order multpile items, will they ship at the same time? 

Do you ship internationally?

I received a damaged item due to transit.

Tracking shows 'Delivered' but I did not receive my order.

Tracking shows no activity or movement

How do I change or cancel my order?

How do you ship your products?

The item I want to order is out of stock, how do I pre-order it?

Pre-Orders & Back-Orders

Do you offer any promo codes or run sales?

Discounts and Promotional Codes

What is your return policy?

Do you offer warranty on your products?

How do I exchange an item?

How do I handle returns and receive my refund?

How to use Store Credit

Returns, Exchanges, Warranty

How can I care for my products? 

What safety testing does Piccalio follow?

What is the difference between the Convertible Helper Tower and the Foldable Helper Tower?

What materials are your products made of?

How do I assemble my Piccalio product?

Where are the products manufactured?

What does it mean when a product is Greenguard Gold Certified?

Product Information & Care

What is the recommended age and weight?

How do I assemble the Convertible Helper Tower?

Do I need a Safety Net accessory for the Convertible Helper Tower?

What material and sealant is used for the Helper Tower?

Does the Convertible Helper Tower convert into a table?

Is the step adjustable?

What is included with my Convertible Helper Tower?

My Convertible Helper Tower arrived damaged or missing parts.

Convertible Helper Tower

How do I assemble the Foldable Helper Tower?

Does the Safety Net work on the Foldable Helper Tower?

What material and sealant is used for the Foldable Helper Tower?

What is included with my Foldable Helper Tower?

Why is my Foldable Helper Tower Wobbly?

My Foldable Helper Tower arrived damaged or missing parts.

My Foldable Helper Tower is not folding.

I am having trouble with the screws on my Foldable Helper Tower.

Foldable Helper Tower

What are the dimensions of the Climber | Pikler Triangle Set?

What is the weight limit for the Climber | Pikler Triangle Set?

How Do I assemble the Climber | Pikler Triangle Set?

What is included in the Climber | Pikler Triangle Set?

What material and sealant is used for the Climber | Pikler Triangle Set?

Does the Climber | Pikler Triangle Set Fold?

What is the surface area coverage of the Climber | Pikler Triangle Set when fully open with the ramp/slide attached?

My Mini Climber | Pikler Triangle Set arrived damaged or missing parts.

Climber | Pikler Triangle Set

How do I assemble the Acrobat Balance Beam?

What are the dimensions of the Acrobat Balance Beam?

What is the recommended age for the Acrobat Balance Beam?

What materials and sealant is used for the Acrobat Balance Beam?

Can I connect multiple beams to connectors?

Acrobat Balance Beam

What is the recommended age and weight for the Surfer Balance Board?

What are the dimensions of the Surfer Balance Board?

What materials and sealant is used for the Surfer Balance Board?

Surfer Balance Board

What is the recommended age for the Stepping Stones?

What is included with the Stepping Stones?

Stepping Stones

What is the recommended age for the Reversible Chair?

What are the materials used for the Reversible Chair?

What are the dimensions of the Reversible Chair?

What makes the Reversible Chair multi-functional?

Where can I find the assembly instructions for the Reversible Chair?

Reversible Chair

What is the recommended age for the Play Table?

What materials are used for the Play Table?

Where can I find the assembly instructions for the Play Table?

What is the best way to clean my Play Table?

Play Table

Can I wash the Play Mat cover?

Is the Play Mat toxin-free?

What materials is the Play Mat made from?

What are the Play Mat dimensions?

What is the recommended age of the Play Mat?

Can I use the Play Mat underneath my Piccalio Climber Pikler Triangle Set?

What is included with the Play Mat?

What is the best way to store the Play Mat?

Could the Play Mat affect my or my baby’s latex allergy?

Play Mat

What is a Montessori Bookshelf?

What materials are used for the Montessori Bookshelf?

Is the Montessori Bookshelf Lead and Phthalate safe?

What are the dimension of the Montessori Bookshelf?

How much does the Montessori Bookshelf weigh?

What is the best way to clean and care for the Montessori Bookshelf?

How many books fit on the Montessori Bookshelf?

Does the Montessori Bookshelf need to be anchored to the wall to prevent tipping?

How do I assemble the Montessori Bookshelf?

Montessori Bookshelf

What is a Stackable Play Shelf?

What materials are used on the Stackable Play Shelf?

Is the Stackable Play Shelf Lead and Phthalate safe?

What are the dimensions of the Stackable Play Shelf?

How much does the Stackable Play Shelf weigh?

How should I clean and care for my Stackable Play Shelf?

How many shelves can I stack?

Does the Stackable Play Shelf need to be anchored to the wall to prevent tipping?

How do I assemble the Stackable Play Shelf?

Stackable Play Shelf

What are the dimensions of the Piccalio Foldable Tower Wall Hook?

How do I clean the Foldable Helper Tower Wall Hook?

How do I install the Foldable Helper Tower Wall Hook?

What tools do I need to install the wall hook?

What finishes are used on the Wall Hook?

Does the Wall Hook come in different colors?

Is the mounting hardware included with the Wall Hook?

Foldable Helper Tower Wall Hook

How do I install the Foldable Helper Tower Slippers?

Are the slippers compatible with my Convertible Tower?

What are the Foldable Helper Tower Slippers?

What are the Foldable Helper Tower Slippers made of?

What are the dimensions of the Foldable Helper Tower Slippers?

Foldable Helper Tower Slippers

What age is appropriate for a floor bed?

Is a Montessori floor bed safe?

How can I help my child transition to a floor bed?

When should I flip the bed from the floor bed to the big kid BED?

Should I choose the twin floor bed or the toddler bed frame?

bedBed

What makes a good toy box?

How to store kids’ toys in a small space?

How do you store large amounts of toys?

What is a toy chest?

Are toy chests safe?

Toy Box

What is the difference between a shelf and a bookcase?

How high should nursery shelves be?

Wall Shelf

What is the best way to store kids' toys?

What are some ideas for soft toy storage?

How to organize toys for kids with ADHD?

Toy Organizer

Product Specific Questions, Troubleshooting & FAQs

What is Piccalio Package Protection?

Lost Items Policies

Stolen Items Policies

Damaged Items Policies

General Policies

Order Issue Resolution Expectations

Do you have a phone number?

General Questions

How do I join?

How do I log into my account?

What are the different tiers?

Will my past purchases apply to my account?

Getting Started

How can I earn points?

How can I spend points?

Where will my points live?

Can I transfer my points to another user?

Earning & Redeeming Points

What happens to my points if I return an item?

When do my points expire?

Returns & Expiring Points

How does the referral program work?

Where can I find my referral link/code?

Referrals

I accidentally created two accounts, can I merge them?

I made a purchase on a partner site that sells Piccalio products, can I still get points?

I received a defective item. What can be done about this?Updated 13 days ago