FAQ
We understand this sometimes happens with shipping companies, and unfortunately it's out of our control. For that reason we offer Route Package Protection, an optional insurance service to track and protect your order in case of lost, damaged or stolen items. Route offers a very easy way to file a claim. When replacing an item, Route covers the subtotal of the order, the Route premium, shipping costs, and taxes. Route does not pay custom/duty fees.
At TLN, we take customer service very seriously and always try our best to resolve issues for our little fam as quickly as possible. But by purchasing shipping insurance with Route, completing a claim is only a click away, and your claim is processed within 24 hours and you will get a replacement immediately. Route is easier, faster, and helps get any shipping issues resolved as quickly as possible.
In order to be entitled to file a claim with Route Package Protection it needs to be done within 5 days since the shipment was delivered. For packages presumed to be lost by the carrier, it must be filed no sooner than 7 days after the scheduled delivery date.
Route Package Protection is a shipping insurance company that covers packages that are lost, stolen, or damaged in transit. Route ensures that you get what you paid for, and allows for easy reordering with one simple click. This is completely optional. However, We cannot be held responsible for any loss or damage during transit, or stolen items if Route Package Protection wasn't added at the time of Checkout. For more information CLICK HERE.
Please check our shipping policy HERE.
Once we process a refund, it is immediate and you'll get an email with the refund issued. However, it can take up to 10 business days to reflect in your account depending the Bank and the payment method used at checkout.
Please check our Return, Exchange and Cancellation Policy HERE.
We do not recommend our products for outdoors.
Are Your Products Made In Canada?Yes, our products are manufactured 100% in Ontario, Canada. The plywood we use comes from Europe. It is the only place where this material comes from.
We use Baltic Birch, which is a hardwood plywood and it comes from the Baltic region. It is one of the best plywood available in the market.
The plywood we use is a unique product and it's only manufactured in the Baltic Countries, and that's the reason we don't source our material from Canada.
Please check our Return, Exchange and Cancellation Policy HERE.
Yes, our material is FSC Certified, which means is responsibly sourced.
No, we don't. We choose our material carefully to be safe for your children. Some of our products come finished with a clear protective coat which is safe with no VOC and our Star Knobs are BPA free.
As much as we tried to avoid these marks, you might find sometimes some of them on our products. These wooden patches are done by the manufacturers to cover knots, they are completely normal.This doesn't affect the quality, the finishing or the sturdiness. Important: this is only aesthetic, no refunds or exchanges will be accepted for this reason.