FAQ
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Website
Q: What if a product is not in stock?
On each product page you can see if the product is available. Most of our products we have in stock and we can deliver immediately. If our stock is temporarily exhausted then you will see "out of stock" on that particular item. You can select button "notify me" or add in your "wish list" , so you will know when the product is again available in your own account. Please mail us if you have a question about the stock of a particular product [email protected]
Q: Do I need to create an account?
We recommend you to register and create an account to enjoy the following personalized services:
  • Quick access to order status, delivery tracking and order history
  • Add shipping / Tax Invoice for easier checkout options
  • Save your profile for customized offers & services
  • Stay updated about our latest news
    • Q: How can I change my shipping address and personal information?
    Visit the 'my account' page after logging in to your account and click the 'Information' or 'address' button on your leftside. After filling in your new information/address details, this will be automatically saved for selection in check out.
    Q: How long is my order reserved?
    We don't reserve an order until the payment is completed.
    Q: How do I know if my order was successful?
    You will receive shortly after your order a confirmation email of the items you ordered. If you did not receive this confirmation please contact us at [email protected]
    Q: How do I track my order?

    Your account gives you easy access to all order numbers and tracking information.

    After logging in to your account, go to your 'Order History'. From here you can view your most recent orders and older orders. Once you receive our shipping confirmation email, you can click 'Order Tracking' (under Order History button) and put your tracking number to see the shipping status.
    Q: Can I cancel an order?
    After placing an order and completing your payment, it is included directly in our system and can not be canceled. Sorry for any inconvenience.
    Payment
    Q: How Can I pay?
    All payments are processed through MOLLIE BV - We accept mayor credit cards also as local payment providers
    Return & Exchange Policy
    Q: Return & Exchange Policy
    Return and Exchange Policy
  • If your purchase is not what you like or in case its defective, you can return within 14 days after having received the product.
  • Please email us the return form at [email protected] with all the info and eventually a reason why you want to return the product
  • The customer is responsible for returning the products to our office: PlanToys Europe, Nieuwelaan 4, 9220 Hamme, Belgium. - this includes the shipping expenses. Please also provide us the tracking number.
  • For smooth processing, please pack the item in unused condition with original packaging together with the return form.
  • You can exchange for another product or you can get a full refund to the original payment method.
  • Please note that we may request you to email/send us pictures of a damaged or defective merchandise.
    • Shipping
    Q: Shipping Policy

    Shipping withinin the EU to the following countries (Mainland only):
    Belgium, Luxemburg, Netherland, France, Germany, United Kingdom, Italy, Spain , Sweden, Denmark, Austria, Finland, Poland, Portugal, Greece, Ireland, Czech Republic, Hungary, Bulgaria, Estonia, Latvia, Lithuania, Romania, Slovenia, Slovakia, Croatia Dear CJ, Please add shipping fee table (tab sheet1) in this section

    Q: Will there be any taxes/customs duties?

    As we are living in wonderful Europe, there will be no additional taxes or customs duties. For any shipment outside of the European economic zone, additional taxes and customs duties may be collected from the customer.

    Q: How do I Know my order is shipped?

    Once your order is shipped, you will receive an email confirmation from us with tracking number and tracking link.

    Apply to be a PlanToys retailer
    Q: PlanToys Wholesale Account Application

    Please send us your business or store profile with contact information stating the country or territory you plan to market PlanToys at [email protected] Our sales team will contact you as soon as possible to discuss in details.

    We look forward to partnering with you soon!
    Product
    Q: What kind of wood are your toys made of?
    All our toys are manufactured from natural rubber wood from rubber trees that no longer produce latex after 25 years. Three years prior to removing those trees, farmers stop adding fertilizer to the soil in order to save costs and ensure that all wood is free from toxins.
    Q: Why do PlanToys choose to use rubber wood?
    Because pesticides are rarely used in rubber wood plantations because the trees are not primary targets for infestation.Farmers only use fertilizer on trees that are 20-22 years old, after that age farmers will stop adding fertilizer to the soil 3 years prior to removing rubber trees in order to save cost but still tapping the latex for another 3 years. This procedure will naturally clean up chemicals in the rubberwood before it is used for toy production. PlanToys is the first manufacturer of wooden toys in the world to use reclaimed rubber wood. We upcycle the rubber trees from being burned to make wooden toys.
    Q: Is PlanToys certified by FSC?

    We are not FSC Certified. The reason why is that we can not be FSC certified since we don’t use forest wood. We use plantation wood from the rubber industry which we repurpose and upcycle into toys to save them from being burned. We are in a sustainable manufacturing class of our own above FSC Certification.

    To be FSC certified according to their guidelines, you have to first destroy a forest and then replant. We do not believe in destroying a natural forest to make toys. We believe in the process of the transformation of materials of wasted or no longer used as new materials or new products with larger amounts and better quality (Upcycled).
    Q: Which are international standard certification PlanToys received?

    ASTM (USA) & EN71 (Europe) are international safety standards for products.

    ISO 9001 is certified for world-class quality of products and services.

    ISO 14001 is for the excellence in environmental management.

    OHSAS 18001 is the certification confirms our healthy work environment – in terms of both safety and health standards for office and factory employees.
    SA 8000 is for employee quality of life after instilling a program that mandates equal opportunity for all employees.
    Q: Are your toys safe for children?

    At PlanToys, we realize that the safety of your children is of the utmost importance. We want to assure every parent that all PlanToys products comply with rigorous safety standards. Our toys meet our own stringent in-house standards and fulfill or exceed the European (EN71) and American (ASTM) safety requirements.

    We use non-formaldehyde glue that is certified E-Zero formaldehyde free glue and apply only organic color pigment and water-based dyes for all the products. Which is safer than chemical dyes which contain lead or any other heavy metals. This make it safe for children and environmentally friendly.
    Q: Is it safe for children to put toys in their mouths?
    Yes. Our toys are made from replenishable rubberwood which is preservative free and naturally processed. Since no harmful additives or colorings are used and our water-based paints are safety certified, it poses no health hazard if a child put it in his/her mouth by accident.
    Q: If some parts of the toy are damaged, or lost, Can I purchase any replacement?

    Yes. If any of the parts of your PlanToys® purchases were missing, broken, bitten by your good old pet, or defective, we would be happy to send you replacements at reasonable charges.

    Please ensure that you include the following information:
    - Product name and/or code
    - Batch Number (optional)
    - Name of part required
    - Purchase date and store name (optional)

    - Your name, complete address, and contact details for postal

    If it’s a manufacturing defect, we’d appreciate a photograph of the toy to help our Quality Assurance and Engineering team research to prevent the problem.
    Please visit our contact us page to send us details and upload your photos.
    Branding
    Q: How can I collaborate with your brand?
    We love to collaborate with people who have the same passion as us, to help to make our kids grow up better and our world be a better place, through sustainable practices. If this is also your passion, please contact us.
    Q: I have some suggestions on your toy or design idea. I'd like to submit. Can I discuss with you?

    Of course, we welcome your suggestion and always listen to our customers. We are open to any possible collaboration with our customers in order to ensure they enjoy the full and most meaningful benefits of our toys.

    Please send your suggestion and/or design proposal via contact us
    Q: Do you use renewable energy in your factory?
    Yes, we try to use alternative clean energy as much as we can. Solid biomass such as surplus wood pieces from our production is burned to be a bio-fuel to produce the heat to use in PlanWood production. We use solar energy and use food waste from the factory’s canteen in order to turn to be biogas, the renewable energy to use for cooking in our canteen.
    Q: Are your toys and packaging biodegradable?

    Our toys mostly are biodegradable because they made from wood, use non-toxic color and no chemical that harmful to humans and environment.

    But some tiny parts in some of our toys are made from metal and plastic to make the toy stronger, those are not biodegradable. But we do not stop to find the biodegradable materials to replace it. However we would like to encourage you to share the toy that your kid did not play to other kid. And if the toy is broken and can not be fixed, please recycle properly.
    Q: How do your supply chain purchases affect communities along the way?
    Around 70% of the materials we use to produce our toys are taken from a 30 kilometers (approx. 19 miles) radius from our manufacturing plant in Trang, Thailand. It is not only to provide the income for the local community but also to reduce the carbon footprint from transportation.
    Q: What does Carbon Footprint icon on your new packaging means?

    The carbon footprint icon on our new product packaging shows the number of our carbon dioxide emission of each product we produced. Because we like to know the amount of greenhouse gases that have been released through our manufacturing and what we can do to minimize our negative impact on the environment. Additionally, we annually implement a reforestation activity to help reduce these gases. At PlanToys, we calculate the amount of greenhouse gas that is released from initial processing in the factory to the doorstep of our factory (from gate to gate)*. With a sticker printed on our new packaging, we hope to better represent our passion for sustainability and set a standard for environmentally-friendly practices.

    *From gate to gate: The calculation of the amount of greenhouse gas that is released from the arrival of the raw materials through production within the factory until the product is packed and ready to leave the factory gate.
    General
    Q: Is there any special care instructions for PlanToys’ product?

    You can easily clean and care of our toys by following the guideline below:

  • After playing, use a damp cloth to clean and dry the toys thoroughly.
  • Preferably, do not use normal cleaning products because unless they are marked as nontoxic. Because they may contain chemicals that can easily be absorbed by children.
  • Keep toys, especially ones that contain rubber parts in a dry environment, and avoid high temperatures and direct sunlight.
  • Examine your toys regularly to ensure that they are in good condition.
  • For water toys, do not soak them in water for over 24 hours. For other wooden toys, do not soak them at all.
    • Q: How can I download assembly sheet or play instruction?
    You can download assembly sheet or play instruction in our product detail page.
    Q: How can I contact PlanToys?
    Please click "contact us" or follow us on social media : FB,LINE, Youtube
    Q: Where can I buy PlanToys' product?
    ONLINE:
    From this website, you can click "shop now" button at the homepage or click "buy this product" on product detail page. Or simply, go to visit website https://www.eu.plantoys.com
     In EU:
     Store locator: USA & Canada:
    PlanToys, Inc.
     Address: 1341 N. Market Blvd Suite 200 Sacramento, CA95834
     Tel: +1 650 968 4783 Fax: +1 650 968 4947
     Email: [email protected]
     Store locator: China: Shanghai Sharing Trading Co., Ltd.
    Address: The Mixc MT1-817 | 3999 Hongxin Rd. | Minhang Dist., Shanghai, PRC     Store locator: Europe:

    PlanToys Europe
    Address: Nieuwelaan 4, 9220 Hamme, Belgium
    Tel: +32 475 75 84 93, +32 471 29 45 87
    Email: [email protected]