Frequently Asked Questions

Order & Shipping

Order

Q. How can I check my order?

A. Once the order is complete, you will receive an order confirmation email.

Q. How do I change or cancel my order?

A. Please contact us at info@wunderkids.ca.

Q. Do I need to pay tax on my order?

A. We cover all domestic shipping charges — the only additional charge is the provincial GST/HST tax (which varies) as required by law.

Q. Do you have a showroom or store?

A. We do not have a showroom or store at the moment. The best showroom is your home! Try our product with your baby risk-free for 30 days, and send us back if you’re not completely satisfied. You can find all the details of our 30-day trial information by visiting our trial page.

Q. What form of payments do you accept?

A. We accept most credit and debit cards, as well as PayPal. We also allow you to purchase through e-transfer. Contact us for help at info@wunderkids.ca.


Shipping

Q. Do I pay for shipping?

A. We offer free standard shipping all over Canada. 

Q. How long does it take to deliver?

A. It usually takes 3-10 business days to deliver after the order is confirmed. Once the order is shipped out, an automatic email will be sent to your email with a tracking number. 


You can choose express shipping for an additional charge. Express shipping takes 2-5 business days to deliver. 

Q. Can I schedule the delivery date?

A. Choosing an exact delivery date is not possible. If you wish to receive your order later than a certain date, we can schedule to ship out after the date. Please contact us for assistance. 

Q. Is it possible to pick up my order from Wunderkids warehouse?

A. Sorry, but it is not possible. We work with Fulfillment By Amazon as our warehouse/shipping partner and they do not offer customer pick-up service.

Q. What happens if I miss the delivery?

A. Depends on the area you are, the driver might call you before the delivery. Usually, the drivers do not call you when you are not at home. Some carriers attempt to deliver a couple of times. Usually, if you are not at home, they leave a pick-up notice on your door. You can find the pick-up location on the notice. It is also possible to find pick-up information with the tracking number.

Q. Where are you shipping from?

A. We work with Fulfillment By Amazon as our warehouse/shipping partner. The item(s) you order will be shipped from one of the Amazon warehouses in ON and BC.

Q. When will my pre-order ship?

A. At the time of order, our website will state the estimated ship date for all pre-orders and it will also be on your order confirmation email under the item description. Once your order is shipped out you will receive an email notification with a tracking number.

Q. Where do you ship?

A. We only ship within Canada and do not plan to ship internationally. Kindly note, we cannot ship to PO boxes. Keep in mind, our trial and warranty policies will be null and void if the product leaves Canada.


REturn & exchange

Return

Q. Do I need to keep the packing or boxes?

A. Yes, please keep the original packaging (inner polybag, cardboard box, and accessories) for return. Return without the original packaging is not eligible for a full refund.

Q. How does the trial work?

A. We believe you should try our products to decide if you like them, so we give you up to 30 days to try them in your own home. If they don’t work out, returns are easy. 


You can find all the details of our 30-day trial information by visiting our trial page.

Q. How does the return process work?

A. Your trial begins when your items are delivered. Send us an email at info@wunderkids.ca to initiate your return within your trial. 

Please pack the items and accessories in the original packaging. Send us the item with the pre-paid ship label. 


Once we receive the returned item at our warehouse, your original form of payment will be refunded in full.

Q. How can I return my item?

A. Please send us an email at info@wunderkids.ca with your original receipt.

Q. When can I expect a refund for my return?

A. It typically takes 1-2 weeks to process returns. Once your return is accounted for, we'll refund your original form of payment. Please allow 3-10 business days for the refund to settle back on your original form of payment.


Exchange

Q. My product arrived defective or damaged. What should I do?

A. We're so sorry to hear that your product arrived in less than perfect condition! We'd love to help resolve this issue right away. We’ll need to know a bit of information about your order as well as the issue you're experiencing with your product. 


To report your issue, please reach out to us by emailing info@wunderkids.ca

Q. What is the warranty on your products?

A. You can find all the details of our warranty information by visiting our warranty page.

Q. I have a warranty claim. What should I do?

A. We're here to help! To get started with your claim, please reach out to us by emailing info@wunderkids.ca with your order number.


Products

Playmat

Product Specifications

Q. Is your playmat really safe? Can you provide a 3rd party safety report?

A. Yes Alzipmat is free from PVC, EVA, TPA, BPA, Lead, Phthalate, Fire Retardants, Formamide, Formaldehyde, and other VOC's. 


For more detailed information, please click to download the report. 


Q. Is it safe if my baby licks or sucks on the mat?

A. Alzipmat outer surface is FDA compliant, meaning the material is food-grade and safe to be used for direct food contact. As you let your baby lick on his plate, our mat is completely safe for your baby.


For more detailed information, please click to download the report. 


Q. What materials are the playmats made of?

A. The inner foam is eco-label certified non-toxic, high-density Polyethylene (PE) foam. The outer cover is FDA food contact safe certified premium Polyurethane (PU) leather.

Q. What is the size and weight of the playmat?

A. When it is open, it is 240 x 140 x 4cm. The folded size is 140 x 60 x 16cm. The weight is 7.5kg.

Q. Can I order a different size?

A. Sorry but we have only 240 x 140 x 4 cm size which fits exactly with Alzip baby room. We have no plans to carry different sizes at this time.

Q. What is the country of origin?

A. Alzipmat is hand made in South Korea.

After receiving the mat

Q. I just unboxed the playmat and it appears to be bent slightly. Is it defective?

A. The inner foam can become bent during storage and shipping. This can be fixed easily by bending the mat slightly in the opposite direction.

Q. My mat does not seem flat on the floor and there are gaps between the folding areas.

A. The inner foam panels are inserted into the fabric cover by human hands. Initially parts of a panel might hover slightly, and there could be a slight gap between different panels. Usually within 1-2 months, panels find their perfect place inside the cover, and mat will become flat and gaps will disappear.

Q. The surface seems bumpy.

A. The 9 layers of inner foam are attached only with heat to avoid any toxicity from using chemical adhesives. The heat attachment technology could leave wavy marks on the surface. It is normal from manufacturing and will go away within 1-2 months.

Product care

Q. How can I clean and care for the mat on a regular basis?

A. Gently wipe the surface of the mat with a wet cloth (with water or vinegar/water mix). Wipe the water off with a dry cloth before using it. We recommend standing the mat upright and unzipping it to circulate air inside for a couple of hours every month. This ventilation helps keep the mat in good condition.

Q. How can I clean the gap between the folding areas?

A. Fold the mat slightly and wipe the mat with a damp cloth or wet wipes.

Q. There is an oil stain on the mat. What is the best way to remove it?

A. Wet a sponge with warm water and detergent. Try to remove the oil with the sponge first. Dry the surface and try with an eraser.

Q. Is it safe to turn the heater on while using the mat?

A. Alzipmat is manufactured using a patented technology which prevents the mat from releasing toxics even when exposed to higher temperatures. However, direct contact with heaters could cause damage to the shape and surface of the mat.

Q. Can I place furniture on top of the mat?

A. Placing heavy items will likely leave a permanent dent.

Q. Is the cover machine washable?

A. Yes. The cover is machine washable using cool water and gentle cycle settings with mild detergent. After washing, the cover should only be air-dried in the shade. Tumble drying or air-drying in direct sunlight can damage the cover. Make sure to wash it alone in a wash bag to avoid color transfer or pilling from other fabrics.

Q. What is the best way to store the mat when not using it?

A. Store the mat in a cool and shady place without direct sunlight. Make sure the mat has enough space from other objects so it’s not squeezed.

Q. Can I use vacuum or steam cleaner on the mat?

A. Using a vacuum or steam cleaner is not recommended.

Q. Is the mat anti-stain?

A. The mat is stain-resistant from most everyday usage. But stains caused by crayon, marker or pen might result in a permanent stain. Also, when the mat comes in direct contact with some colorful objects for prolonged periods, it could cause permanent color transfer.

Q. Can I use a strong cleaner to remove a stain?

A. Strong cleaner including nail remover, alcohol, makeup remover or wax could cause damage to the cover.


Baby Room

Product Specifications

Q. Is the baby room safe from chemicals?

A. Yes it is safe from chemicals. 

Q. What materials is the baby room made of?

A. It is made of polypropene (PP) which is safe to be used as a food container.

Q. What is the size and weight of the baby room?

A. When it is set up, the baby room is 247 x 147 x 60 cm. And the weight is 15kg. 

Q. What is included in the baby room box?

Q. Can I order each panel, not as a set?

A. Sorry, we only sell as a 10 piece set to fit with the playmat.

Q. What is the country of origin?

A. Baby Room is made in South Korea.

Q. Does it have an activity panel?

A. Sorry, Alzipmat baby room does not include a toy panel.

Q. Does it stand on its own like a wall?

A. We do not recommend it using like a wall. The Baby Room is secure only when the whole set is assembled together correctly. If used without putting all the panels, it might be wabbly and could cause serious injury.

Q. Does it have suction underneath?

A. It does not have suctions. The Baby Room set comes with 20 anti-slip pads that you can put underneath the baby rooms.

Q. How tall is it? Can my baby climb up?

A. It is 65cm high. Considering the average 1-year-old babies are 75cm tall, they cannot climb up. Once they reach the age that they can figure out how to open the door, we recommend your baby to use the door. Climbing up the baby room could cause injury.

After receiving the baby room

Q. I tried to assemble the baby room but it doesn't fit with the mat. What should I do? 

A. Please check the configuration below and try to assemble again. 

Q. The baby room doesn't seem straight and there is a gap between the baby room and playmat. 

A. The panels could move slightly if pushed. To make the baby room more sturdy, we sell baby room holders separately. These will help keep the panels straight. Please contact us to order at info@wunderkids.ca

Product care

Q. How can I clean and care for the baby room on a regular basis?

A. Gently wipe the surface of the baby room with a wet cloth (with water or vinegar/water mix). Wipe the water off with a dry cloth before using it. 

Q. What is the best way to store the baby room when not using it?

A. Store the baby room in a cool and shady place without direct sunlight. Make sure the mat has enough space from other objects so it’s not squeezed.

Q. Can I use a strong cleaner to remove a stain?

A. Strong cleaner including nail remover, alcohol, makeup remover or wax could cause damage to the surface. 

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