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Frequently asked Questions

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 P’kolino 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 P’kolino Little Reader is made in China. Cribs, Dressers and Beds are made in Vietnam or Poland. 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. Recently we even partnered with Loll Group in an effort to bring recycled material to high end outdoor furniture products. 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-0 or E-1 grade level (depending on the product). The grading measures the formaldehyde emissions levels and wood quality. The amount of formaldehyde that is released from an E-0 or E-1 board is negligible. All of our products have been tested and either meet or exceed US, European, and Canadian safety standards and support the highest safety standards in the industry.
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 product’s web page
Q: What are the recommended ages for the product I'm interested in purchasing?
A: Age rating can be found on the product’s web page at the specification tab.
Q: Where do your items ship from?
A: Miami, Florida
Q: Where can I get a copy of the user manual for my product?
A: Here is a link to all User Manuals
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).

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 "contact us and send us your order number and which items would you like to cancel or change.
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 "complete", 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. You can also ask to notified when they become back in stock at the product detail page.
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. Make sure to include your order information.
Q: Do you ship to my country?
A: We currently ship only to the USA. For International orders please contact us for more information.