If you do not find the answer to your question below, please don’t hesitate to contact us via the “Contact Us” page at the footer of our site.

Customer Service Hours: 10 am to 5 pm PST

We try to respond to all emails within 24 hours excluding weekends and Holidays. Please note during sales and promotions email volume is high and we staff up accordingly but there may be some delay in responses but will still respond within 24 hours.

Customer Service 

Where can I find assembly instructions for Piccalio products?
You can find assembly instructions here.

Can I change the shipping address after it has been placed?
Because orders process within 24-48 hours of being placed there is a small window to make changes. We will do our best to catch the order in process but it is not guaranteed. If an order does go out due to customer error the customer will be responsible for any return. Please contact hello@piccalio.com to change your order or the address.

I received a defective item. What can be done about this?
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 customer service at hello@piccalio.com 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.

Can I return or exchange my items?
Please find our return policy here.

Shipping 

When can I expect to receive my Piccalio product after purchasing?
We currently do not offer rush delivery service for our website orders. Depending on where you are located in the United States, you can expect to receive your product within 2-8 days of shipment. Please note that shipping delays are possible during the holiday season.

My package was lost or stolen
Please understand that we cannot take responsibility for lost/missing packages that have been successfully delivered to the address provided with your order. Please contact your carrier, as they can check the geotag of the delivery scan and escalate an investigation on your behalf. We do not issue a refund on lost packages. 

Products 

Do Piccalio products require maintenance?
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. All Piccalio products should be stored in a dry, cool space to ensure quality and lasting use. Warranty may be voided if regular maintenance is not performed and storage recommendations are not followed.

What makes Piccalio products safer for my child than others on the market?
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. 

How will Piccalio products help my child develop?
Piccalio’s active toys support children in their development of gross motor skills, balance and coordination - all while encouraging them to gain self-esteem through independent play. Other products strengthen fine motor skills alongside cognitive, social and language development. Each Piccalio product is manufactured to stimulate a child’s imagination, increase their capacity for joy, support their development and encourage their overall growth!

I am a retailer or importer and want to talk about a partnership. How do I go about doing so?
Contact us via the “Contact Us” tab at the footer of our site and be sure to express your interest. We would love to discuss a potential partnership!

What makes Piccalio a sustainable company?
Piccalio products use eco-friendly birch wood and/or FSC-certified beechwood. We use non-toxic, water-based paints and lacquers, minimal packaging and recycled paper for product information to set children up for a lifetime of planet-friendly living.

Furthermore, part of our annual profits is put toward One Tree Planted - a nonprofit organization that partners with businesses like us to plant trees and combat deforestation.