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Are the items clean?

Yes! We clean and sanitize each item using eco-friendly and kid-friendly solutions in a 3-step process that ensures safety for your children. First, we clean every toy’s surface with all-natural, non-toxic wipes. These wipes are biodegradable and contain no alcohol, synthetics, chlorine or dyes. Then, we sterilize with steam, ozone, high temperatures, or non-toxic disinfectants. All solutions used are baby-friendly and safe for consumption. Finally, we inspect our items to make sure everything is intact, safe and that nothing has been neglected.

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Can we keep a favourite toy?

Yes! If your child loves any of the toys or equipment you have borrowed and wants to keep it, you can purchase it at a discount of up to 60% off the normal catalog price. The discount you get is based on the age and condition of the item. It also depends on the amount you have already spent on borrowing the item. Navigate to My Account > Buy & Keep Items to see your personalized discount and to buy the item. This is a good way to try a product before committing to buying it, at no additional cost.

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What about missing pieces and damages?

You can look for missing pieces and send them back to us within 14 days of the item being returned. If the missing pieces are not returned, then a fee equal to 2x the weekly rental rate of the item will be charged.

If there is major damage or missing pieces that are critical to the overall function of the item, then you will be asked to purchase the item. The item can be purchased at a discount of up to 60% off the normal catalog price. The discount is based on the age and condition of the item. It also depends on the amount you have already spent on borrowing the item.

Standard normal wear that does not interfere with the main function of the item is expected, and there is no charge for this!

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More Questions?

LEARN-BY-PLAY CLUB

What is the Learn-by-Play Club?

The Learn-by-Play Club is an optional monthly toy service. Once activated, toys will be sent to you automatically every few weeks, based on preferences you set up once. Any toys you no longer want are returned. Find out more.

Is it easy to cancel or edit my monthly toy service?

Yes, you can do it online anytime – no questions asked. Simply navigate to My Account > Edit Toy Service to cancel or to edit any preferences. You can edit your budget, frequency, delivery date as well as your toy preferences.

Can I make one-time rentals in addition to getting automatic toy shipments?

Yes, of course! Simply browse our catalog and rent individual items at their weekly rental rates. Your rental fee will be deducted from the Credits in your monthly plan. If you run out of Credits, your monthly plan will be renewed early.

Can I keep some toys for longer?

Yes, you can! Any toy that is kept longer will be charged at its individual weekly rental rate. This additional amount will be automatically deducted from your account and there is no need to do anything other than to just keep the toy and not return it. If you’d like to keep an item forever, you also have the option to buy it at a discount by going to My Account > Buy & Keep Item.

When or how do I return the toys?

When you receive your next toy delivery, a free pre-paid return label will be included in the box. Take out all the new toys and put the old toys into the box. Attach the return label to the box and bring it to the closest Post office within 2 days.

If you have selected pick-up as your method of delivery, then you will be notified by email when your next set of toys are ready for pick-up. The new toys will be waiting for you at the 24/7 self-service locker in Villach, Carinthia. When you are there, take out all the new toys and return the old toys by simply leaving them in the locker.

How much is shipping?

All shipping fees are already included in your monthly cost. There are no additional fees to pay. If, however, you decide to keep some items for a longer time, but want to return it before you get the free return label in your next shipment, you may need extra return labels. You can print additional return labels from your account online for 6€ each. The fee will be automatically deducted from your account. Navigate to My Account > Return Items to for more info.

When will I receive my next set of toys? Can I change this?

You can find out the date of your next toy delivery by going to My Account > Edit Toy Service. You can also move your next delivery date earlier or later according to your needs. Any other preferences can also be edited.

Where and when can I pick-up/drop-off my items?

Our pick-up/drop-off location is in the Völkendorf neighborhood in Villach, Carinthia. The exact address will be emailed to you when the toys are ready for pick up. You can find out when the toys will be ready for pick-up by checking the ‘Next Toy Delivery’ date in My Account > Edit Toy Service.

Your items will be placed in a self-service locker. A locker combination code will be emailed to you. This code will allow you to open a lock and access your items. The lockers can be accessed 24 hours a day, 7 days a week.

ONE-TIME RENTALS

How do the credits work?

You must have credits to borrow items. It’s like a mobile phone plan with credits that never expire. The rental fee of each item you borrow will be deducted from your credits automatically every week. If you don’t have enough funds to cover your rentals, you can add more credits in your account. Consider upgrading to a monthly plan (and get rate discounts) if you are consistently low on credits.

If you still have borrowed items on hand when your credits run out, then we will automatically move you to the 15€ monthly plan. If you are already on a monthly plan, then we will charge and add your monthly credits early so that you have next month’s credits right away.

How many items can I rent? How often?

You can rent as many items as you like, whenever you like. All items have an individual weekly rental rate. You do not need to return all items before renting new ones. (Tip: shipping rates are better when you send or return multiple items at once).

Is it easy to cancel or pause a monthly plan?

Yes, it is easy to cancel or pause your monthly plan and you can do it online anytime – no questions asked. The credits will remain in your account and can also be used to make purchases.

What if I run out of credits?

If your credits are not enough to cover your weekly rental fees, you can either get more credits before you reach 0 €, or we will move you to a 15€ monthly plan automatically. If you are already on a monthly plan, then we will charge and add your monthly credits early so that you have next month’s credits right away.

How long can I keep an item for?

You can keep an item for as long as you want. Rental begins on the day the item is delivered to your address. It ends on the day you drop the packaged item at the post office with a return label (or at a local PicoClan drop-off location). It is not necessary to decide in advance how long you need the item for. Simply return it when you no longer need it.

The minimum rental fee is 4 weeks, even if items are returned earlier.

How do I return items?

The return shipment is free. A return label is included in each box that we ship to you. When you’re ready to return items, please attach the return label to the outside of the box of items you’d like to return. Make sure all other labels on the box are removed or covered. Simply drop this box off at the nearest post office and your rental period will end.

One return label is included free of charge in each box that we ship to you. You might decide to return some items but keep some items for a longer time. If this is the case, you may need extra return labels in order to return some items at a different time. You can print additional return labels from your account online for 6€ each. The fee will be automatically deducted from your credits.

Free local drop off is possible if you live near Villach, Carinthia.

How much is shipping?

The shipping fee is a flat rate of 4,95 €. Shipping is free on orders over 5 €.

The return shipment is free. One return label is included free of charge in each box that we ship to you. You might decide to return some items but keep some items for a longer time. If this is the case, you may need extra return labels in order to return some items at a different time. You can print additional return labels from your account online for 6€ each. The fee will be automatically deducted from your credits.

Free local pick-up and drop-off is possible if you live near Villach, Carinthia.

When will my items be delivered by post?

The estimated delivery time is shown on the product page of each item. All items in your order will be delivered together in one shipment. The latest delivery estimate amongst all the items is the expected delivery date. On average, the delivery time is 2 to 7 business days.

Where and when can I pick-up/drop-off my items?

Our pick-up/drop-off location is in the Völkendorf neighborhood in Villach, Carinthia. The exact address will be emailed to you after you place your order.

Items are typically available for pick-up within 1 – 5 business days. You will be notified by email when the items are ready for pick up.

Your items will be placed in a self-service locker. A locker combination code will be emailed to you. This code will allow you to open a lock and access your items.

For returns or trade-ins, please start the process online by filling out the forms in the Account > Return Items or Trade In pages respectively. A locker combination code will be given to you after you complete the forms.

The lockers can be accessed 24 hours a day, 7 days a week.

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