Warranty / Filing a ClaimUpdated 10 months ago

We Offer a 30-Day Warranty on PlanToys Purchased Through Our Website

If there is any defect, it is typically noticeable either immediately or within the first 30 days of play.

PlanToys are meticulously crafted by skilled artisans using rubberwood and other resilient, natural materials. These characteristics classify them as heirloom toys designed to endure a lifetime when properly cared for.

Filing a Claim

PlanToys are handcrafted using reclaimed rubberwood. As this material is not artificially manufactured, variations in the wood are normal and should be anticipated. Prior to submitting a claim, please be sure to familiarize yourself with these natural variations.

Visible Glue

You may notice visible glue on certain parts of the toy, especially in areas used for physical play, like joints. This deliberate use of glue ensures the toy remains sturdy and can withstand hours of play. Rest assured, we exclusively use non-formaldehyde glue, which is non-toxic and completely safe for children.

Wood Variations

Each piece of wood is a unique creation of nature, making no two identical. This inherent natural beauty can be likened to the distinctive birthmarks and fingerprints found in people. It is not uncommon to observe variations in color throughout the wood, adding to its charm. Similarly, the texture may vary, but as long as it remains smooth to the touch, there is no cause for concern. Every piece of wood has its own grain, which might appear as small cracks to an untrained eye. However, rest assured that if there are no gaps or spaces between the wood, these subtle differences are considered normal variations and not defects. We utilize a water-based lacquer that celebrates these natural variations, in contrast to chemical lacquers that tend to conceal them.

Transparent Areas of Paint

We use water-based paint and organic pigments to add color to PlanToys. Given the material's natural properties, the wood grain frequently shines through the color. This is most noticeable with lighter tones such as yellow or white.

Loose Fabric Strands

Certain PlanToys, like dolls and items in our pretend play collection, feature cloth components that are skillfully sewn together by our team members using sewing machines. Occasionally, you might notice some attached strands that are not part of the embroidery. This is a normal occurrence. We kindly request that you carefully trim off the loose strands and dispose of them.

Reporting an Issue With a PlanToy Purchased From Another Retailer

If you made your purchase through another retailer, we kindly request that you reach out to their customer care department to address any concerns and explore the resolution options available within their specific policies. Rest assured, we have established collaborative policies with our partner retailers to ensure a seamless customer experience. If the retailer requires support, they will directly contact us for assistance.

Reporting an Issue Within Warranty

If you believe that there is an issue with your PlanToy purchased from our website please contact us at [email protected] with the following information:

• Order number.
• A written description of the issue.
• The Batch code. This is an identifiable stamp located on the bottom of your PlanToys set. In cases where multiple parts, such as blocks, are included, the code will be stamped on one of the blocks. For the Victorian Dollhouse, you can usually find the code at the bottom of the staircase (Part N). The provided photo below can assist you in identifying the batch code:
• At least 3 photos that clearly show the issue. Videos are strongly encouraged for more complex issues that involve sound and motion.
• If parts need to be replaced, please reference the item's assembly guide to properly identify the parts.
• Your preferred resolution. a refund or a replacement.
• Your full name and shipping address.

You can expect a response from our team within 24-49 business hours Monday through Friday.

Reporting an Issue Outside of Warranty

Our inbox is open if you would like to report any issues, even if they fall outside our 30-day warranty. While we cannot guarantee a solution in such cases, our team is always eager to review each situation carefully and assess if any support can be provided. Your concerns are valued, and we will do our best to assist you.

Holiday Extensions

Orders placed between November and December are eligible for an extended holiday warranty, which extends until the end of January. Our team is readily available to address any concerns and facilitate returns during this period. If you are purchasing an item to give as a gift at a later date, we highly recommend carefully inspecting the packaging to ensure no damage occurred during transit. Additionally, if you plan to assemble the toy as a gift, we encourage you to do so ahead of time to ensure your satisfaction with it at the time of gifting.