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Customer Support

At P'kolino we appreciate your business and want to do everything we can to take good care of you! In this section you will find direct links that may help with your inquiry.

IMPORTANT: Our retail partners request that you first contact them for any customer service related issues.  If you have not yet contacted the retailer through which you purchased your Píkolino product please do so, as we are obligated to the retailer to refer you back to them first.  If the retailer needs additional assistance serving you they will contact us. Thank you.


FAQs: Product Information

Q: Where are your products manufactured?
A: We manufacture in the USA, Europe and China. Our wood furniture and toys are manufactured in China. Our art supplies (colorful markers, finger paints, hexagon color pencils, poster paints, triangle crayons, hexagon crayons, triangular color pencils, and playfully creative dough) are produced in Europe. The Píkolino Little Reader is primarily produced in the United States.  The foam, foam cutting, foam assembly, packaging, and upholstering are done in the USA.  The covers are sewn in China. For more information please review the "Information" tab on the web page of the product you are interested in.
Q: Are any of your products eco-friendly and/or organic?
A: We make every effort to reduce our impact on the environment by efficiently using all raw materials, minimizing inorganic compound usage and by creating products that last. However, we do not market our products as eco-friendly or organic. We believe these claims are overstated by many and that it should be held to a higher standard. If you are making purchasing decisions solely on a products environmental impact we encourage you to do your own research as there is a lot of misinformation out there. Several of our products do have strong ecological messages (beyond those listed above). For example, ,any of our toys use Rubber Wood which are a byproduct of the rubber production process and the wood in our pencils and toys comes from managed forestry resources. Additionally, all of our products meet or exceed US, European, and Canadian safety standards which among other things measure the amount of chemical levels in products. 
Q: What do I do if my P'kolino furniture piece has a strong odor/smell after taking it out of the box?
A: The smell may come from the product or the packaging. First step is to remove the packaging from the area. If the smell is determined to be coming from the product please allow it 48 hours to air out, outside of its original packaging. If the smell has not subsided after the allotted time, please contact customer care at the retailer where your purchase was made.
Q: Is there formaldehyde in any of your products?
A: Our medium-density fiberboard (MDF) has an E-1 grade level. The grading measures the formaldehyde emissions levels and wood quality. The amount of formaldehyde that is released from an E-1 board is negligible. All of our products have been tested and either meet or exceed US, European, and Canadian safety standards.
Q: What is the weight/dimensions of the product I'm interested in purchasing?
A: Please review the "Specs" tab  (under the primary picture) on the productís Pkolino.com web page
Q: What are the recommended ages for the product I'm interested in purchasing?
A: Age rating can be found on the productís Pkolino.com web page
Q: Where do your items ship from?
A: The majority of Píkolino items ship from our warehouse in Commerce, California (Los Angeles area).  The Píkolino Little Readers and Reader chairs ship from Edison, New Jersey.  Our art products ship from Dania Beach, Florida.
Q: Where can I get a copy of the user manual for my product?
A: A link to all User Manuals can be found under Customer Care heading at the bottom of our Home Page.
Q: What ingredients are in your art supplies?
A: Please review the "Specs" tab on the web page of the art supply you are interested in.
Q: Do you offer any discounts?
A: We periodically offer special discounts through our website.  These will be advertised online and via our Email Newsletter (link this to the newsletter sign-up).  We offer discounted items through our Píkolino outlet, which you can find under the News tab at the bottom of our website.  You can also save by purchasing more than one item at a time.  See our Playful Bundles on our furniture lines where you can buy a set and save.  These bundles can be found under the blue Playful Rooms tab on our website.





FAQs: My Order Information

Q: Has my order shipped?
A: Click the "My Account" link at the top right hand side of our site to check your orders status.
Q: When will my order ship?
A: Please see each individual item page for more information on the availability of each item. Also, after placing your order, you may click the "My Account" link at the top right hand side of our site to track the status of your order. You will receive a shipment confirmation when your order has shipped and tracking information within 24-48 hours of shipment.
Q: How do I change quantities or cancel an item in my order?
A: Click the "My Account" link at the top right hand side of our site to view orders you have placed. Then click the "change quantities / cancel orders" link to find and edit your order. Please note that once an order has begun processing or has shipped, the order is no longer editable.
Q: How do I track my order?
A: Click the "My Account" link at the top right hand side of our site to track your order.
Q: What if my order never arrived or an item is missing from my order?
A: Click the "My Account" link at the top right hand side of our site to track your order status. Be sure that all of the items in your order have shipped already. If you order displays your Package Tracking Numbers, check with the shipper to confirm that your packages were delivered. If your packages each show a status of "delivered", please contact us.
Q: What if my product is missing parts?
A: Please identify which part is missing in the User Manual included in your product then contact us with this information and the shipping address you need the part sent to.
Q: When will my backorder arrive?
A: Backordered items are those we currently don't have in stock but we are expecting them to be back in stock within 90 days, as soon as they do, we will be able to ship the item to you.
Q: How much is my shipping?
A: Shipping is automatically calculated prior to submitting your payment information.  Simply add items to your cart and proceed to the Checkout page where you will be offered Shipping Method choices and their prices.
Q: How do I return/exchange a product?
A: Please click here for more information.
Q: Do you ship to my country?
A: We currently ship only to the USA. For International orders please click here for more information.





FAQs: My Account Information

Q: How do I create an account?
A: 1) Click the "Login" link at the top right side of our site.
      2) Enter your email address.
      3) Select "I am a new customer".

Then simply follow the prompts to complete setting up your account. Your information is NEVER sold to any other company and is kept completely private. Please view our Privacy Policy for more information.
Q: How do I edit my account information?
A: Click the "My Account" link at the top right hand side of our site to edit your account information
Q: What do I do if I forgot my password?
A: Click the "Login" link at the top right hand side of our site. Under the login box you'll see a link that says "Forgot your password? Click here". That link will send an email to you with your password.



For information about how to become a retailer:
visit our "Retail Partners" page
For general information regarding our company: Please visit our " About Us" section
To subscribe to our newsletter:  click "here"

If you are looking for wholesale information please visit our "retailer partners section"


If you can not find what you are looking for, you can always Contact Us!






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