1. CAN I MODIFY MY ORDER?
We have reduced our processing times to offer express shipping. Because of this improvement we can't modify orders.
If you are in doubt, before placing an order please contact us at firstname.lastname@example.org or through our social media channels for further information about our products.
2. I REGISTERED THE INCORRECT SHIPPING ADDRESS. WHAT SHOULD I DO?
Contact us immediately at email@example.com or through our social media channels. We may update your shipping address only within 2 hours after placing the order, we will only be able to address your request during our business hours: Monday to Friday, 9 am to 5 pm.
3. HOW DO I CLEAN MY PRODUCT?
If your product is sealed, you may use a slightly damp, clean cloth. For marker or acrylic paint stains you may add a few drops of alcohol gel to wipe the stains off.
If your product is not sealed please use a dry, soft clean cloth; avoid contact with water.
In both cases, avoid the use of corrosive household cleaners.
For more information click HERE.
4. HOW AND WHERE ARE YOUR PRODUCTS MANUFACTURED?
Each piece included in Wiwiurka Toys’ catalogue is handmade taking care of every detail during the process. The workshop is located in the small town of Ocotitlán, in Morelos, Mexico.
5. I NEED A WIWIURKA PRODUCT IMMEDIATELY. WHAT CAN I DO?
Email us at firstname.lastname@example.org before placing the order, sharing both the product and the delivery deadline. Wiwiurka will reply as soon as possible in case there is stock ready to ship.
6. DO YOU OFFER LAYAWAY PLAN?
Yes. We have enabled the Lay Buy App on our website. You can place your order normally and select Lay Buy as the payment method, the App will guide you through the following steps. You may set up your Lay Buy plan in up to 6 monthly installments. Take into account that Lay Buy orders ship only upon full payment.
7. IS SHIPPING INCLUDED?
Yes, the shipping cost is included in the price for the US and Canada.
8. DO YOU SHIP INTERNATIONALLY?
We do ship internationally. If your country is not among the displayed options at the time of registering your shipping information, please fill out the International Shipping Form by clicking HERE and our team will get back to you as soon as possible with the shipping quote. They will also assist you in setting up the order for you.
9. DO YOU SHIP TO PO BOX & MILITARY ADDRESSES?
Yes, we may ship through USPS Priority Mail, taking into account that shipping times are longer and that our loss and damage in transit insurance won't apply. We cannot insure packages through USPS Priority Mail.
10. MY DOG BIT SOME PIECES. WHAT SHOULD I DO?
We offer replacement pieces, please email us including photographs of the damaged piece to provide you with options.
11. IS THERE A BRICK AND MORTAR STORE WHERE TO VIEW THE PRODUCTS?
Not for the moment, but stay tuned in our social media for news on our upcoming show rooms.
12. WHAT ARE THE CHARACTERISTICS OF YOUR RAW MATERIAL? IS IT TOXIC?
Our materials are non-toxic, below their specifications:
- Paints: We use standard water-based, acrylic, solvent-free and non-toxic paints.
- Stains: We use standard water-based, acrylic, solvent-free and non-toxic stains.
- Plywood: our plywood is Sveza Certified European plywood, it holds the E1 Certificate which means the plywood fulfills the requirements of the emission class E1 regarding its formaldehyde release levels. The MSDS (Material Safety Data Sheet) shows 0% of volatiles by volume.
NOTE: Our paints have been tested by notified laboratories and they have been certified as lead-free & toxic-free.
13. ARE ALL ITEMS MADE TO ORDER OR DO YOU HAVE STOCK?
Occasionally we do have some parts in stock, but generally, everything is manufactured on demand. The standard production time is 2-3 weeks but it can increase during Christmas Holidays.
14. DO YOU PROVIDE REPLACEMENT PARTS IN CASE ONE IS DAMAGED DURING THE ASSEMBLY?
Yes, we offer replacement parts. You may request them by emailing us at email@example.com.
15. HOW DO I TRACK MY ORDER?
We ship through three main shipping companies, you may track your package by accessing any of the below links:
Enter the tracking number provided in the shipping notice for the platform to display results.
*Tracking in Estafeta: once the package reaches the border a third party carrier takes over shipping and a new international tracking number is generated, which you may locate on the right portion of the screen under the wording: “Guide international”.
*Tracking in Correos de Mexico: your tracking number will not change, once the package arrives its destination country it may be tracked through the corresponding local National Post Service website.
16. MY PACKAGE ARRIVED DAMAGED ¿WHAT CAN I DO?
If a package arrives damaged please contact us immediately, we only have a few hours after delivery to open an insurance claim and be able to provide you with remedy at no cost to you. We will require photographs of the box, all four sides, including a photograph of the shipping label legible. Also, the package should be opened immediately to verify if there are damaged or missing pieces, in which case we will require also photographs.
After these verifications email us at firstname.lastname@example.org providing with as many details as possible, including all photographs. A solution will be offered on a case-by-case basis.
17. DOES MY ORDER SHIP ASSEMBLED?
The climbing furniture ships disassembled for a better shipment’s handling. You will need a manual or electric screwdriver (Phillips head), an Allen key and wood glue. Having someone around to help out makes assembly easier. In an effort to become more ecofriendly we have stopped including printed tutorials. Please refer to the below links:
*Assembly Tutorials (printable/downloadable)
*Assembly Tutorial Video for the Pikler Triangle
*Assembly Tutorial Video for the XXL Rocker
NOTE: The XXL rocker assembly process also applies for the Small and Double rocker.
18. DO YOU OFFER CUSTOM COLORS?
Yes, sometimes we may offer custom colors depending on our workload and taken only from our already existing color palettes. You may contact us at email@example.com and we will follow up and let you know if we can accommodate your request at the time, they’ll also assist you further in setting up your custom order.
19. DO YOU OFFER BUNDLE PRICE SETS OR MULTIPLE ITEMS?
Some of our products may be combined to get a bundle price for multiple items. You can find these options by scrolling down to the last section of the listing. For further assistance you may contact us at firstname.lastname@example.org or through our social media channels.
20. DO THE REVERSIBLE RAMP OR THE ROCK CLIMBING BOARD FIT THE TRIANGLES, ROCKERS AND CLIMBING ARCH? DO THEY WORK AS A SLIDE?
Yes, our two type of ramps are designed to fit all Wiwiurka triangles, rockers and the climbing arch. Both ramps work as a slide on their smooth side.
21. IN GENERAL TERMS, WHAT ARE YOUR TOYS SUGGESTIONS BASED ON AGE?
Broadly speaking, this decision will depend on the interests and gross motor development of each child.
6/9 months - 2 ½ years
*Climbing Arch, with or without ramp.
*Wiwiurka Climbing Furniture Combo (Arch, Triangle and Ramp)
*Stacking Rings Tower for babies
*Stacking Rings Toy for babies
*Wiwiurka Climbing Furniture Combo (Arch, Triangle and Ramp)
*Foldable Triangle with Rock Climbing board
*Moon Doll Stroller
*Montessori Toadstool Rainbow Toy
*Wooden Climbers and Trapeze bars
*Double Rocker with or without ramp
*XXL Rocker with our without ramp
*Swings, Wooden Climbers and Trapeze bars
*Rocking & Climbing Set (XXL Rocker, Foldable Triangle and Ramp)
22. ARE YOU OPEN TO COLLABORATIONS?
Yes, for collaboration opportunities please fill out the form by clicking HERE and we will get back to you as soon as possible.
23. ONE OF THE SLATS IN MY ROCKER BOARD GOT SPLIT DURING ASSEMBLY. CAN I REQUEST A REPLACEMENT?
Yes. The workshop requires the following information so we may send the replacement piece properly:
*A couple of well lit photographs of the damaged slat.
*Your rocker carries 2 slats slightly narrower than the rest. We need to know if the damaged one is a regular or narrow slat.
*Please share the exact length of your slat; all the pieces in your product were handmade specifically for your rocker and no other. It may not properly fit if we miss its length by even 1 millimeter.
You should email us with the information at email@example.com for follow up.
24. WHAT CAN I DO IF MY PRODUCT IS NOT GROUNDED OR ALIGNED AFTER ASSEMBLY?
This may be fixed quite easily. All our products are 100% handmade, piece by piece. As with any other handmade product, the pieces may carry some minor differences, but not as crucial as to prevent the item from working properly.
Your pieces may only need to sit properly in their place. Please do the following: (triangle in its open position) loosen all screws only a third of the way and apply downward pressure, pushing all rods/slats and the frame/side boards; you may hear some tiny cracks, which is normal. If the item is still not grounded and in case it carries rods, try spinning the rods to change their position and push downwards again until it’s fully grounded. Once grounded and aligned, tighten back all screws.
This should fix the issue. If not, please let us know right away. We will appreciate it if you keep us posted and if further assistance is necessary, we will be more than happy to maintain direct communication with you until the product is 100% aligned and working properly.
We suggest to consider your available space at home, we may gladly give further advise at firstname.lastname@example.org