Here's the most frequently asked questions about shipping
To which countries do you ship your products?
We ship our products to most of Europe as well as to the United States and Canada and the United Kingdom. If you do not find your country in the list of available countries, feel free to contact us and we will see if we can ship the products to you.
What is the expected shipping cost?
The cost of shipping varies from product to product. You can see the shipping costs to your country once you add the product you want to the cart and add the shipping information in the checkout page.
What is the expected delivery time for my order?
We usually ship out the products within 24 - 48 hours after the order has been placed. After it is shipped out, it takes additional 2 - 8 business days depending on the country and the address where the product is being shipped to.
I accidentally wrote wrong information about delivery address or contact information, what should I do?
As soon as you understand it, get in touch with us at claims@duckwoodworks.com . If the product is not yet shipped out we will change the shipping address and send it to the correct one. If the product has been already shipped out, we will do our best to redirect it to the correct address.
Can I track my order?
Yes. All our shipments have tracking information so that you can follow up with them.
What steps should I take to cancel my order?
If you have changed your mind and want to cancel the order, contact us as soon as possible at claims@duckwoodworks.com . If the order has not yet been shipped out, we will cancel the order and you will receive a refund. If the order has already been shipped out, then you will have to wait and receive it and then you can ship it back to us. Once we receive the shipment, we will refund the product cost to you.
Here's the most frequently asked questions about refunds
The package was damaged during the shipping process, what should I do?
If you have received the package and it is damaged, take photos of the package without opening it and send the photos and information to us at: claims@duckwoodworks.com . We will inspect the damage and let you know about further steps. After contacting us and assessing the situation we will ship you replacement parts free of charge.
What steps should I take to return the product?
If you have changed your mind and would like to return the product you can do so for 14 days after receiving the product. However, you will have to cover the shipping expenses for return shipment. If you would like to return the product, feel free to contact us at claims@duckwoodworks.com
Products that will arrive without getting in touch with us to discuss the return process will not be accepted.
How soon will I receive the refund?
If you decide to cancel your order and the product has not yet been shipped out, we will issue a refund right away and you should receive the refund within a few business days (depending on the payment providers).
If you changed your mind and wanted to return the product, then the refund will be issued after we have received the product and inspected it.
I got an email that my order was delivered, however I have not received it. What should I do?
If a case like this happens, get in touch with us right away at claims@duckwoodworks.com
We will do our best to help you to receive the package and if it was lost during the transit, we will ship out a new one.
My package was delivered back to you before I could receive it, what should I do?
Before returning the product back to us, the delivery company always tries to get in touch with you multiple times as well as get in touch with us to see if we can help to get in touch with you. However, they don’t hold the product in their warehouses forever and if they can not get in touch with you through the provided information or through the assistance of us, then the unclaimed products are either destroyed or returned to us. You lose all payments made for unclaimed products.
It seems that there are missing parts for my order, what should I do?
Our products are packed by humans and human errors do happen sometimes. If you find out that you are missing a piece of the product, feel free to get in touch with us at claims@duckwoodworks.com to receive the missing piece.
Do your products have a warranty?
We offer a two year limited warranty. If you notice something wrong with the product, get in touch with us at claims@duckwoodworks.com and we will guide you through the process.
Limitation: the warranty is not provided if the product is damaged due to improper usage, such as mechanical damage, exposure to moisture, and repair of other defects that are the user's fault.
Questions regarding products
What is the minimum age to use your products?
The suggested age for the products varies, but we suggest that the products are not used by children who are younger than 18 months. However, parents should evaluate their children's development to determine if their children should use these products.
Where can I find product dimensions?
You can find the dimensions of each product on their product page.
How long does it take to assemble the product?
It depends from product to product, but usually the assembly process takes around 15 to 60 minutes depending on the product.
Are the products safe?
We test all our products to be safe for children. All our products have been tested and are in accordance with the European Toy safety standard EN 71-3. However, parental supervision is required at all times.