Frequently Asked Questions

The delivery time will vary by country and region. We'll do our best to meet these shipping estimates, but cannot guarantee them. These are the current transit time estimates:

US CONTINENTAL
Processing time 1 - 3 business days, once shipped 2-7 business days. If the item is on the backorder, please refer to estimated shipping time on the product page.

AK, GU, HI, PR, VI, APO/FPO/DPO destinations
7 - 10 business days

CANADA & EUROPE 
4-21 business days
Customers will be held liable for any local customs or duties that may occur.

REST OF WORLD
Standard shipping deliveries for international orders may take up to 28 business days. Customers will be held liable for any local customs or duties that may occur.

BACKORDERS / PRE-ORDERS 
The estimated arrival time of the item that is on backorder (or pre-order) will be 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 pre-order has been dispatched and is on its way to you. You can always contact us to check on the status of your order.

An automated tracking email will be sent to the email address submitted with the order once your item ships.

Please note, items may ship from different warehouses. Items ordered together are not always shipped together and may arrive at different times.

We can't guarantee that all items in your order will ship at the same time. In fact, it's more likely that the items in your order will ship at different times. We'll get your entire order out as quickly as possible, and you'll receive a shipping confirmation email with a tracking link as soon as each item leaves our warehouse.

Piccalio.com ships worldwide.

We have a very short window to make updates to your order.

If you accidentally provided the wrong address please email us immediately: hello@piccalio.com. If we have ability to make address change, we will update your shipping address. Please note that orders can start processing within minutes and we are not always able to make updates to your order, even if an email was sent out immediately.

Unfortunately if your parcel has already been shipped or began processing we are unable to intercept the parcel to change the address and the cost to have the parcel reshipped will be at the customers expense. The address can only be changed if your order has not been shipped or began processing.

You may change or cancel your order with no additional charges if you notify us before your shipment is processed.

If your order is successfully canceled, you will receive a cancellation confirmation email. We'll issue your refund right away, but it may take 10 - 12 business days to reflect on your statements.

Unfortunately if your parcel has already been shipped we are unable to intercept the parcel to change the address and the cost to have the parcel reshipped will be at the customer's expense. The address can only be changed if your order has not been shipped.

To submit a cancellation request or make a change to your order, please email hello@piccalio.com

Currently Piccalio does not process direct exchanges. We ask that you return the merchandise for a refund and place a new order for the preferred item(s) at your earliest convenience. Returns are subject to our Return Policy.

Return requests can be made within 30 days of the date you’ve received your item. All returns will incur a 20% restocking fee, which will be deducted from your refund. Kindly return your item in its original packaging to avoid incurring a repackaging fee.

See full details here.

To initiate request for a return, please visit our Help Center.

Yes, we do. Our warranty covers the replacement or repair of any product that has a manufacturing or material defect that is not the result of normal wear and tear, or a natural characteristic of the material used. This warranty is not transferable, nor does it apply to goods that have been altered by the user in any way.

For full details about warranty, please visit our Warranty Page.

Piccalio does not cover import liabilities that may be applied by the government of the destination country. Piccalio does not accept any responsibility for customs delays, duties or taxes that may apply in the destination country.

The customer will have to settle any import duties and tariffs in order for customs to release the shipment and have it delivered to the customer. Customs or the carrier will contact the customer once the shipment arrives in the destination country. Piccalio is not responsible if customers are not notified by their country’s postal authority that items are awaiting payment of customs duties and taxes. In this case, customer will have to reach out to country’s postal authority and request details.

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 report an issue through our Help Center within 7 business days from receiving the order. You will need to provide a photo of the damaged item and order number to help move the process along faster. Depending on the nature of the damage or defect, we will either replace one or more part(s) or send a replacement item.

If an order arrives damaged and if you are able to provide sufficient proof of this damage, please report an issue through our Help Center.

Sometimes an order will ship and the tracking shows that the order is stuck in a pending or "pre-shipment" status. Unfortunately, this happens from time to time due to carriers missing a scan. If you notice that the order has had 7 calendar days of inactivity in the same status please report an issue through our Help Center.

For international orders, if your order is without tracking movement for at least 21 days please report an issue through our Help Center. Please note, we are not able to help before the 21 days.

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.

For security purposes, we do not store credit card information. This means you will be charged at the time of purchase.

Yes, however please email us as soon as possible. If your order has started processing, we may not be able to cancel your order anymore.

Shipping times are updated regularly on the product page for all pre-orders. Reach out to us if you have any questions!

We are aware of marketing tactics such as promo codes that try to attract you to buy a product at a discounted price. We feel that is unethical and not in alignment with our goals. We’re able to provide the best prices and best value on our products every day, so we don’t offer specific coupon or discount codes.

Occasionally, we will offer a gift with your purchase. And if you are on Instagram - we will gift lucky winners our products year-round who join our Giveaways :)

Use a damp, clean cloth to wipe the surfaces. Slight maintenance may be required over time.

Don’t leave or store your Piccalio products outside. They are protected by a lacquer coating but are made of wood and are therefore susceptible to damage caused by exposure to rain and wet conditions.

We recommend keeping our wood products in dry, non-humid environments, and kept away from heat sources such as radiators, heat registers, stoves, or other appliances that produce heat.

All of our furniture meets voluntary ASTM standards in addition to CPSC regulations. We also have created our own rigorous quality control program to stay ahead of industry standards.

Our products are all formaldehyde and lead safe; the formaldehyde level for all of our furniture is undetectable.

Additionally we use 0-VOC water-based, acrylic, solvent-free and non-toxic paints and stains.

The intentional and functional design behind each Piccalio product ensures child safety and user-friendliness. All toys are handmade using sustainable materials, non-toxic finishing and non-formaldehyde glue to protect both children and the environment.

We use different types of FSC Certified wood - Birch, Beech, Pine. We import Pine from New Zealand, Beech from Romania and Germany, and Birch from Russia and Baltics.

Our products are all formaldehyde and lead safe; the formaldehyde level for all of our furniture is undetectable.

Additionally we use 0-VOC water-based, acrylic, solvent-free and non-toxic paints and stains.

You can find assembly instructions for all products here.

Piccalio is a kids furniture and toy company. We create beautiful and functional pieces that inspire kids (and parents) to grow, learn, and imagine. Our collection is designed with the highest safety standards using natural materials, excellent craftsmanship, and sustainable methods.

Piccalio started when we were looking for toys that would encourage slow living and feel like a part of our home. We found very few things that weren’t plastic or virtual, which is precisely how Piccalio was born.

We are online and available to chat via live chat Monday - Friday from 10am - 5pm PST. You can send us a note at any time at hello@piccalio.com.

Our product line is designed by our team in Venice Beach, California and designers from all around the world. Currently we work with small factories in Asia and Europe to produce our products. They work under ethical working conditions and craftsmanship is a mix of new technology and classic hand detailing. We procure our materials from sustainable sources.

Playing should be fun. But also safe. Piccalio toys and furniture all have a children’s product certificate. They’re non-toxic, FSC certified wood, and compliant with ASTM, Prop65, and the FDA too. We never use harmful chemicals or substances in the making or manufacturing of our products. 

Joining our Loyalty Program is quick, easy, and completely free!

To get started, simply create your account here. Once you're signed up, you’ll automatically start earning rewards every time you shop. It’s our way of saying thank you for being a loyal customer.

You can access your account or your wallet at any time by logging in here. From there, you can view your points, track rewards, and manage your preferences.

To show our gratitude to you as a loyal customer, you can earn points and unlock exclusive perks through Piccalio Points.

Your tier is based on how much you’ve spent with us — the more you spend, the more rewards you unlock.

Tier 1: Crawlers
Start earning rewards from your very first steps with us.

• Spend $250 to unlock this tier
• Begin earning Piccalio Points to use toward future purchases
  

Tier 2: Climbers
As your little one grows, so do your benefits.

• Spend $500 to reach Climber status
• Earn Piccalio Points for future purchases
• Enjoy early access to new product launches
  

Tier 3: Walkers
You’ve reached the top tier—now it’s time to celebrate!

• Spend $800 to unlock this tier
• Earn Piccalio Points to use on your next order
• Get early access to new product releases
• Enjoy exclusive birthday rewards
• Receive special bundle-and-save discounts

It’s simple! Refer a friend to Piccalio and earn 2,000 points (equivalent to $20) when they make a purchase.

Referral Program Details:

• The referred friend must be a first-time purchaser.
• There is a $100 minimum order value for the referral to count.
• Points will be activated 31 days after your referred friend makes their purchase.
• You (the referrer) cannot refer yourself (as the referee).

Start sharing and earning rewards today!

You can easily find your referral code in your wallet. Simply visit the loyalty page here, log in to your account, or click on the ‘points’ icon located at the bottom right of the screen.

See our Help Center here.