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FAQs
PLAY MATS
Safety and Non-Toxic Assurance
At Copenhagen Kid, we prioritize your child’s safety above all. Our foam play mats are crafted from premium, non-toxic materials and have been rigorously tested by one of the world’s top third-party laboratories to meet the highest international safety standards.
Key Safety Highlights:
Lead-Free, Formamide-Free, and Formaldehyde-Free: Our mats have been thoroughly tested and certified to ensure they contain absolutely no traces of lead, formamide, or formaldehyde. This commitment to safety guarantees that our products are safe for daily use and prolonged contact, providing parents with complete peace of mind.
Compliance with Leading Safety Standards:
• EN71: European Safety of Toys Standard – ensuring our mats meet stringent mechanical, physical, and chemical safety requirements.
• REACH: EU Regulation for Chemical Safety – certifying that our mats are free from hazardous chemicals, including lead and formamide.
• ASTM F963: US Toy Safety Standard – ensuring compliance with U.S. safety requirements for children’s products.
• CA71: California’s stringent safety standard for children’s products, which restricts harmful chemicals such as lead and formaldehyde.
Non-Toxic and Hypoallergenic: Made without allergenic or irritating chemicals, our mats provide a safe, comfortable surface for children with sensitive skin.
Durability and Quality Assurance:
Each mat is durability-tested to withstand daily use, ensuring it remains safe and intact through active play.
With independent verification from one of the world’s leading laboratories, Copenhagen Kid guarantees that each play mat is designed to offer a safe, lead-free, formamide-free, and formaldehyde-free environment where children can safely play, learn, and grow.
You can view a copy of our testing report here:
Care Instructions
• Gentle Cleaning: Clean your mat with mild soap and water. Be sure to dry it completely before use.
• Avoid Harsh Cleaners: Do not use abrasive or harsh detergents on the mat.
• Pet Caution: This mat is not recommended for pet use.
• Heavy Items Warning: Extended use of heavy furniture or gym equipment may cause permanent indents in the mat.
• Moisture Precaution: Avoid trapping moisture under the mat. When cleaning floors, make sure they’re completely dry before placing the mat back down.
• First Use: Clean your mat before using it for the first time.
• Indoor Use Only: This mat is not for outdoor use and should be kept out of direct sunlight.
Do you have a customer service question? [email protected], We will respond within 24 hours (usually sooner).
Please follow our Play mat assembly instructions below. If you want bigger images - you can download the instructions here:
12-Month Warranty for Copenhagen Kid Play Mats
Thank you for choosing Copenhagen Kid! We proudly stand behind the quality of our play mats and offer a 12-month warranty to ensure your satisfaction.
Warranty Coverage
Our 12-month warranty begins from the date your play mat is delivered and covers any manufacturing defects in materials or workmanship. If you experience an issue with your play mat due to a defect within this time, we’ll replace it for you.
How the Warranty Process Works
If a problem arises, simply reach out to us directly with your proof of purchase and photos of the issue. Copenhagen Kid may review the provided information to confirm that it falls under our warranty. Once confirmed, we’ll begin the replacement process. Don’t worry about return shipping costs—we’ll handle everything on our end.
Important Notes
This warranty offers specific protection and works alongside any rights you have under local consumer laws. Please keep your invoice handy for at least one year, as it will be required for any warranty claims.
We’re here to help if you need assistance! Thank you for choosing Copenhagen Kid, and enjoy the peace of mind that comes with our 12-month warranty.
SHIPPING
Shipping Information for Copenhagen Kid
We’re dedicated to getting your order to you quickly and efficiently, with both standard and 2-day shipping options available.
Eligible Destinations
Copenhagen Kid currently ships within the contiguous 48 United States.
Shipping Options
We offer Standard Shipping (3-7 business days) and 2-Day Shipping. All 2-day shipping orders placed before noon Pacific Time are processed and shipped on the same business day.
Please note: We are not responsible for any delays in transit unless expedited shipping is selected.
Order Fulfillment
Most in-stock orders are prepared for shipment within 1-2 business days. Our team works hard to ship out 99% of orders on the same or next business day. During busier times, order processing may take up to 2 business days. Express shipments go out the same day if ordered before noon Pacific Time.
Shipping Timing
• Standard Shipping: Delivery within 3-7 business days, with most shipments arriving within 5 business days.
• 2-Day Shipping: Guaranteed delivery within 2 business days.
Our warehouse, located in California, ensures prompt dispatch of orders once they are processed.
Order Tracking
We ship exclusively with FedEx. Once your order ships, you’ll receive a tracking number via email. Track your shipment’s progress here.
Shipping Updates
We’ll keep you informed every step of the way! Order status updates are sent to the email address used during checkout, so you’ll always know where your order stands.
Thank you for choosing Copenhagen Kid! We’re here to help with any questions or updates you may need along the way.
RETURNS / EXCHANGES
Copenhagen Kid facilitates the returns of items under specific conditions. Returns are allowed, provided the item is in the same condition as received, unused/unwashed, and in its original packaging. However, certain items are excluded from returns, such as those marked as final sale, gift cards, bespoke products, international orders, and gifts with purchase.
The return window is 30 days, starting from the date the order is marked as delivered by the carrier. Return shipping fees are the responsibility of the Copenhagen Kid, and the return process begins once the received items are inspected. Customer funds may be temporarily held to confirm the receipt of returned items and ensure they meet refund eligibility criteria, preventing fraudulent or unauthorized returns and ensuring a fair process.
Please be aware that this return processing policy may be subject to change at the discretion of Copenhagen Kid. Any updates will be communicated to customers through appropriate channels. By continuing with a purchase, you acknowledge and agree to abide by the terms outlined in this returns processing policy.
To initiate a return request, please provide your order ID and shipping address through our returns portal. Refund processing may take additional time due to increased order volume and our commitment to meticulous inspection for product quality, extending the processing period up to 3 weeks. We appreciate your understanding and patience during this period.
Exchanges and store credits are allowed, depending on the circumstances. To qualify for an exchange or store credit, the item must be in the same condition as received, unused/unwashed, with tags, and in its original packaging. Certain items, such as those marked as final sale, gift cards, bespoke products, and gifts with purchase, are ineligible for exchanges or store credit.
To initiate an exchange or store credit request, the product must meet specific conditions outlined in the policy. The exchange and store credit window is set at 30 days, starting from the date the order is marked as delivered by the carrier. The responsibility for return shipping label costs lies with Copenhagen Kid, depending on the specified terms. The exchange or store credit process begins once the returned items are received and inspected by our team. Customer funds may be temporarily held to confirm receipt and verify eligibility, ensuring a fair and secure process and preventing fraudulent or unauthorized returns.
Please be aware that this Exchange and Store Credit processing policy may be subject to change at the discretion of Copenhagen Kid. Any updates will be communicated to customers through appropriate channels. By continuing with a purchase, you acknowledge and agree to abide by the terms outlined in this exchange and store credit processing policy.
To submit an exchange or store credit request, please provide your order ID and shipping address through our exchange portal. Due to increased order volume and our commitment to meticulous inspection for product quality, the processing time for your refund or exchange may extend up to 3 weeks. Your understanding and patience during this period are greatly appreciated.
ORDER ISSUES
Our Incomplete Orders/Missing Items Policy is designed to address and rectify orders that arrive with missing items or components. If such a situation occurs, Copenhagen Kid will process a replacement for the affected items. The Incomplete or Missing Item Claim Window is set at 10 days, with the claim window for missing items starting from the date the order was marked as delivered.
Additional conditions apply to items lost or damaged in transit. To submit a claim, proof of purchase is required, and photo and/or video evidence may be necessary. Issuance of replacement orders will be held until Copenhagen Kid can confirm that the order was sent out with missing items or components.
This policy does not extend to items lost or damaged during transit. Package / Shipping protection is offered via Onward VIP Protection+. Please see our Onward VIP Protection Policy for more information.
We’re sorry if your items have arrived damaged!
We’ll do our best to help!
Please email our team [email protected] with an image of your damaged item for further assistance.
While we may not be able to guarantee your exact order is replaced due to potential stock issues, we’ll be sure to resolve the situation as best we can!
Order cancellations and or modifications must be submitted in writing within 1 hour of order placement. After that time has elapsed, you may be eligible for a refund, exchange, or store credit. Please refer to those policies for more details.
Our cancellation and order modification policy does not apply to requests that occur outside of business hours.
If no one was home at the time of delivery, the carrier will leave the package in a safe location.
Be sure to check around your home and with neighbors/building management who may have collected the package for you.
Also, please double-check the shipping address of your order (in the order confirmation email) to ensure it’s headed to the right location.
On some occasions, packages may be marked as delivered but take additional time to arrive.
If you still are unable to locate the package, please reach out to carrier and additionally [email protected]
.