Frequently Asked Questions
Problems placing an order? Click here for
help.
PRODUCT QUESTIONS
Why choose wooden toys?
Wooden toys are naturally beautiful, durable, practical and environmentally responsible! Children love the smooth textures, the smells, and the satisfying
weight of wooden toys. Even tasting is allowed! High quality wooden toys and puzzles can be durable enough to withstand years of use and may be passed down
to your children's children. If a wooden toy breaks, it can generally be repaired, unlike most plastics. And in the end, if a wooden toy is no longer useful
or is broken beyond repair (if it's chewed up by the family dog, for example), Mother Nature can work her magic and take it back!
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Where are your toys made and how safe are they?
The vast majority of safety-tested toys in the world today, including the wooden toys that we sell, are made in China -
including well known and well-loved, wooden toys and puzzles by Melissa and Doug and Educo. We also carry quite a few toys that are made in Germany and
Europe, including those by Grimm's, Glueckskaefer, Gruenspecht, Holztiger and Haba. PlanToys are made in their own factories in Thailand. As for
American-made toys...you might notice that there aren't many on our website, and people ask us about this occasionally. The fact is, there simply aren't
very many safety-tested toys being made in the US. Please be assured that we always on the lookout for quality, US-made toys that comply with US safety
testing standards, such as those by Maple Landmark and Young Minds At Play.
All toys are tested to be free of dangerous substances, so that they are safe even if the
child should chew on and ingest part of the toy or finish. Toys are tested for sharp points, breakability, and of course small parts/choking hazard. It is
important to pay attention to the age recommendations given for each product, and read the notes at the bottom of each product description for possible
choking hazard warnings.
Click here for more about toy safety and a link to US Consumer
Product Safety Commission toy recalls.
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Can I get other Spiel & Holz products that are not shown on your website?
Yes! Spiel & Holz Design has so many wonderful and amazing products that, although we are always adding new ones to our inventory, we are just not able
to stock them all. If you are interested in a Spiel & Holz product that we do not have, we would be happy to get it for you by special order. Simply contact us with the name and description of the item, and we'll provide a price quote. Special
orders from Germany can take anywhere from 4 to 8 weeks from ordering to delivery.
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What if the item I want is sold out?
We try very hard to insure that all items available for purchase through the website are in stock and ready to ship. Basically, that means that you won't be
able to put it in your cart unless we have it in stock. But mistakes can happen, and in the rare instance that a purchased item is out of stock, the
customer will be contacted within 24 hours and given the opportunity to cancel the order and receive a refund, or to back-order the item and have it shipped
to them once it is back in stock. We do not otherwise take back-orders of sold out items.
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Can I get a catalog?
We do not currently have a professionally printed catalog. All items that are available for ordering are shown on the website. For those who prefer
mail-order, orders may be submitted by mail or by fax using our printable order form.
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Do you sell gift certificates?
Yes, you can give the gift of Fine Wooden Toys to your family and friends with our gift certificates! Available in $10, $25, $50 and $100 (USD)
denominations, good toward any order from www.finewoodentoys.com. Have a printed certificate mailed to you or someone else, or a printable certificate
emailed right to your inbox. Click here for more information.
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ORDERING QUESTIONS
I don't live in the US. Can I order from your website?
We ship by UPS to street addresses within the 50 US states and Canada only*. Note: Our shipping charges do not cover any customs duties that may be due on
arrival in Canada.
*IMPORTANT: Some large items, such as furniture, are available to the continental 48 US only,
and this is stated in the product description. Unfortunately, we cannot block Alaskan/Hawaiian/Canadian
buyers from accidentally adding these items to their carts. If you live in Alaska, Hawaii or Canada and purchase an item that cannot be shipped to you, your
money will be promptly refunded and you will receive an email of explanation.
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I don't like ordering online. Can I order by phone, mail or fax?
For those who are simply uncomfortable using
a credit card online, please be assured that using our secure online
shopping cart is safer than sending your
credit card information through the mail or for us to process it through
our home business location. For this reason, we do not accept credit
cards over the
phone or for mail-in orders. You might consider using a Paypal account,
which is a secure payment method that is free, convenient to use, offers
great buyer
protection, and once you've signed up you will never have to enter your
credit card number online again.
Fine Wooden Toys is a small home business and we do not have a manned phone line. For this reason and others, we do not currently take orders over the
phone. If you would like to order by mail or fax, you may print a copy of our order form, fill it out and mail it in to: Fine Wooden Toys, PO Box 258, Drexel MO 64742, or fax it at any time to 660-675-4461. Check
the box by your payment choice - you may enclose a cashier's check, money order, or request a Paypal invoice. We no longer accept personal checks.
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Can I cancel an order?
Yes, an order may be canceled if it has not yet been shipped. If you wish to cancel an order, please contact us as soon as possible as most orders are shipped within 1-2 days.
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I'm shopping for a school or homeschool. Do you offer a discount?
Yes. To show our appreciation for those who work hard every day to help our kids to grow and learn, any Fine Wooden Toys purchase for use
in* a school, homeschool or other educational institution is eligible for a 5% discount. Registering for the discount is easy, just type the
coupon code CARING4KIDS in the space provided at the bottom of the first checkout page (item #4) and type the name of your institution in the space provided
below that (item #5). The discount will be applied to your total prior to final checkout.
*This
discount is intended to benefit the development and further the
education of children by helping the institutions and home-schoolers
that carry out this incredibly important job - even though they are
often underfunded and underappreciated. We ask that people please do not
use the discount for their own benefit. Items purchased with the school
discount must be intended for an educational institution or actual
homeschool use. Thank you for your understanding.
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Do you ever have coupons?
Yes, we do. For the best, most up-to-date information on products and coupons: subscribe to
our mailing list, watch our Facebook page at www.facebook.com/FineWoodenToys or follow
us on Twitter at twitter.com/FineWoodenToys.
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Do you gift wrap?
Sorry, we are not currently able to offer gift wrapping service. However, we do recognize the fact that many orders are shipped directly to gift recipients.
Therefore, we never show prices or totals on the forms that are sent with the order*. The buyer's name and billing address appear on the packing slip, so
the recipient can see who it is from. You also have the option of adding a gift message during checkout, and your words will be added to the packing slip in
big, colorful type.
*The exception being orders shipping to Canada, in which case, item prices and totals must be shown.
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PAYMENT QUESTIONS
What payment methods do you accept when ordering online?
We accept Visa, MasterCard, American Express, Discover and Paypal through our secure shopping cart/checkout system. Sales tax will be added only if you are
shipping to Missouri.
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Can I pay with a check or money order?
If you would prefer to use a cashier's check or money order for payment, you may place your order by mail using our printable order form. Mail your order form with a cashier's check or money order to: Fine Wooden Toys, PO Box 258, Drexel MO
64742. We no longer accept personal checks.
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Can I use a Purchase Order?
Yes (US customers only). Simply fax a completed order form and/or your
PO to us at (660) 675-4461, or mail to: Fine Wooden Toys, PO Box 258, Drexel MO 64742. In most cases, we will offer Net 30 terms on orders placed by
bona-fide educational institutions such as public schools, libraries, state/federal organizations and museums. For private/home daycares and businesses we
require payment in advance.
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SHIPPING QUESTIONS
How much will shipping cost?
Shipping charges are based on the weight of the order and are calculated automatically during checkout. For orders under $75 shipping within the continental
US, UPS Ground shipping generally falls between $9.00 and $12.00, and orders over $75 ship for free! Shipping costs for Canada, Alaska, Hawaii and Puerto Rico vary and
are generally much higher. UPS 2nd Day and Next Day shipping are also available at additional cost.
NOTE: Customer is responsible for any additional shipping charges incurred by refused packages or packages that are returned to FWT as "undeliverable" due
to customer error in the shipping address.
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Is shipping free if I buy a certain amount?
Definitely! If you add at least $75.00 worth of items to your shopping cart, ground shipping is automatically free! (offer applies to continental US only - Alaska,
Hawaii, Puerto Rico and Canada are not eligible for free shipping).
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Do you ship to Alaska, Hawaii, Puerto Rico, PO Boxes and military addresses?
We do ship to Alaska, Hawaii and Puerto Rico. Unfortunately, UPS charges for those destinations can be high. They are calculated automatically during
checkout. Also, since we ship by UPS only, we do not ship to PO Boxes or overseas (APO, FPO) military addresses. We DO ship to military addresses within the
US that receive UPS deliveries.
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How will my order be shipped?
Orders are carefully packaged and shipped by UPS from our location in Missouri, within 1-2 business days of order placement. Delays may be experienced
during peak holiday season. Many larger items, such as kids furniture, toy boxes and play kitchens, ship by UPS Ground direct from the manufacturer's
warehouse. As a result, some orders will ship in more than one part.
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How do I know when my order ships and when it will arrive?
Orders are generally processed and shipped within 1-2 business days of receipt of payment. Delays may be experienced during peak holiday season.
When your order ships, you will receive an automated email from UPS which will include your tracking number. You can use the direct link or go to
www.ups.com and input the tracking number to check the status of your
package and also find it's expected delivery date. Once shipped, delivery times vary depending upon the distance from
Missouri - orders shipping by UPS Ground generally arrive within 3 to 7 business days of ordering.
Also, at any time after ordering, you can click the "Track Your Order" link at the upper right of any of our pages to check
your order status. If your status is "complete", your order has been shipped.
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Do you offer expedited shipping?
During checkout, we offer a number of options for UPS expedited shipping. Shipping cost is based on weight and is calculated automatically during
checkout.
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Ordering or delivery problems?
Things rarely go wrong, but it happens.
1) If you tried to place an order, but got an error message or didn't receive an email confirmation - simply email me at
finewoodentoys@gmail.com, and I'll let you know if your order went through.
2) You thought your order didn't go through, so you placed another one - now you have two! I usually catch these right away
and will contact you asking if you want to cancel one of the orders. If you notice it first, please do email me and let me know which one of the orders you
want to cancel. This is especially important if the orders are different in any way.
3) UPS tracking says your package was delivered, but you didn't get it! It doesn't happen often, but sometimes UPS delivers a
package incorrectly. If this happens, please check around your home carefully, check with your neighbors, then email me right away at finewoodentoys@gmail.com - please give me the best phone numbers to reach you. It causes inconvenient delays, but don't worry - your
package will either be found and delivered by UPS or we will replace it.
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What if something is damaged or defective when it arrives?
Please examine your order as soon as it arrives and contact us right away to report any broken
or defective items. If an item is damaged during shipment or defective on arrival, save all packaging and contact us immediately to have it replaced free of charge. If the item needs to be returned to us,
we will pay the return shipping. We understand that many items are purchased as gifts, and may not be opened for some time. If damage or defect is
discovered some time after purchase, please explain this in your email, and include the date that the item was actually opened.
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Can I return something?
If for any other reason you are not happy with
your purchase, unopened and unused items may be returned within 30 days for a
refund of the full purchase price. Contact us for an authorization number and
return instructions.
- Returned items must be unopened, unused, undamaged and complete in order to receive a refund of the full purchase price.
- Opened items may still be eligible for a partial refund, but will not be accepted without prior authorization.
- Customer is responsible for return shipping and original shipping charges are non-refundable.
- If free
shipping was granted on the order, actual cost of original shipping will be
deducted from your refund.
- Refunds may not be granted for items with opened packaging or items returned without authorization.
IMPORTANT: Refusing delivery is not an acceptable method of returning an item. Refusing
delivery incurs a substantial double shipping charge for which the buyer will be held responsible.
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