Frequently Asked Questions
Our Toys
Q1. What kind of wood are your toys made of?
All our wooden toys are manufactured using 100% natural wood imported from Europe and Asia Pacific from sustainable and replenishable forests with trees from fast-growing species. Example of the types of wood that we use are beech wood, pine wood, rubber wood etc. We also have some toys that are made with natural wood of various tree species to obtain the different natural colours and texture of the blocks.
Q2. Are your toys safe for children?
All our wooden toys are manufactured using 100% natural wood imported from Europe and Asia Pacific from sustainable and replenishable forests with trees from fast-growing species. Example of the types of wood that we use are beech wood, pine wood, rubber wood etc. We also have some toys that are made with natural wood of various tree species to obtain the different natural colours and texture of the blocks. Our Playfull Tribe toys do not utilize Formaldehyde Glue and only apply Environmentally Friendly Water-based paint for all our products.
Q3. Are your toys safe for children to put in their mouths?
All our wooden toys are manufactured using 100% natural wood imported from Europe and Asia Pacific from sustainable and replenishable forests with trees from fast-growing species. Example of the types of wood that we use are beech wood, pine wood, rubber wood etc. We also have some toys that are made with natural wood of various tree species to obtain the different natural colours and texture of the blocks.
Q4. Can I know what kind of safety and quality certifications your toys have?
Playfull Tribe toys minimally have an EN71 and/or ASTM certification.
Q5. Where can I buy Playfull Tribe’s toys?
You can buy our toys from our website and for Singapore customers, you may purchase our toys from Shopee (hyperlink in shopee page) as well.
Q6. How do I play your toy?
We have provided static images and videos for the manipulatives on our website under each of the individual product page. However, most of the toys have play that can be conceptualized based on your own imagination to enhance each individual’s creativity. Remember the whole idea of our toys is to learn through play by connecting with the environment, in order to empower young minds to sought creative ideas to obstacles. Go on and try to make something out of our toys to solve a problem that means something to you.
Q7. How can I report a defective toy?
Our toys are carefully handmade and crafted with care and we put in stringent rules and regulations to ensure that our toys are thoroughly checked through by an external third-party quality assurance team immediately after manufacturing. However, we do acknowledge that we are only human. Please check your toys immediately once you have received it. If you believe that our toy has a manufacturing defect, please drop us an email at contactus@playfulltribe.com with a photograph of the toy, product name and the order number so our Quality Assurance team and Engineering team can study the defect to identify the problems for future prevention. In order to not disappoint your child and hinder their play, should the manufacturing defect be found immediately upon receiving the product, we will offer a replacement when you send the item back to our address. We thank you all for the support and hope that the defects that you found will not discourage you away from our toys. We promise to work harder every day to always make an improvement to our products.
Q8. I have suggestions on your toy or design idea that I’d like to tell you. Can I discuss with you?
Of course we welcome your suggestions and we always love to listen to our customers share their thoughts and ideas with us! We are open to any possible collaboration with our customers in order to ensure that they play to their fullest and get the most meaningful benefits from our toys. Please send in your suggestion and/or design proposal to contactus@playfulltribe.com.
Our process – Shipping
Q1. What shipping options do you offer?
Customers with orders over $99 (after promotional codes and discounts) will enjoy free shipping via qxpress/ninja van to your doorstep. Shipping fees for orders under $99 will be calculated in the checkout and can range from $4.50 - $10, depending on location, size of items and timeframe of delivery requirement.
Q2. How can I change my shipping address?
By default, the last use shipping address will be saved into your account. When you are checking out your order, the default shipping address will be displayed and you have the option to amend it if you need to.
Q3. How fast will my order ship?
We know that you are really excited to receive your order quickly so we do our best to ship out the item within 48 orders of receiving your order. Orders are received, processed and shipped from our site in Singapore, Monday through Sunday, 9am to 9pm. Expedited shipping can also be opted with a top up of $6.90 if a same day delivery is to be requested before 12pm.
Q4. How do I track my order?
Once your order has been sent to our last mile delivery service, we will inform you of the tracking number and you will be able to head down to their website/app to check the tracking.
Q5. Can I refuse a shipment?
Our parcel will be heartbroken to have made it to your door but not into your house. Nevertheless, we do understand that you might have had a change of heart. Please note that the shipping costs associated with returning the package will have to be borne by the buyer. As we do not offer refunds at our shop, you may choose to do an exchange of the item with another of our item that is less than or equal in value. Alternatively, you may make top up of the difference for the item that is of a higher value.
Q6. How can I change my order or cancel it after it has been placed?
You may send us an email at contactus@playfulltribe.com if you have a change of heart. If the order has not been packed, we will do our utmost best to do an exchange of the item with another of our item that is less than or an equal in value or you may make a top up of the difference for an item that is of a higher value. Should the item have been packed and shipped out, an exchange can also be done, but the handling and shipping costs associated with returning the package will have to be borne by the buyer.
General questions from the public
Q1. How do I use a promotional code?
You may enter your code during checkout. Only one promotional code may be used at each transaction. Please note that using a promotional code may cause the subtotal to drop below the $99 and a top up may need to be made to be entitled to the free shipping.
Q2. Do you wholesale your merchandise to retailers?
Yes, we do! We are very friendly and approachable, so just drop us an email at enquiries@playfulltribe.com to enquire on a special price for your shop.
Q3. Do you entertain groupbuys?
Your friends are our friends and we love like-minded people who share the same philosophy as our tribe so please email us at enquiries@playfulltribe.com to get a special price for your group.
Q4. How to I earn the reward points?
There are 7 ways you can grow your rewards.1. Sign up for an account – 20 points2. Like & share on facebook – 20 points3. Follow us on Instagram – 20 points4. Read our story – 10 points5. Leave a review – 20 points6. Make a purchase – 1 point for every $27. Refer a friend to purchase – 50 points for you and your friend each
Q5. What can I do with the points?
Every 100 points entitles you to a $10 discount which can be used in our store.