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    Something lost, missing, or damaged? Need product instructions? Have a question? Our customer service team is here to help you with your request.  Our customer service representatives are available Monday through Friday from 9:00 am to 5:00 pm (Pacific time).


    Call Us
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    Email Us Customer Support Form


    We want your experience with getting our products to your home to be seamless, and your enjoyment of them when they arrive to be stellar. Below are answers to common questions. If you don't find the answer you are looking for, please contact customer service by phone, email, or web form.  


    Frequently Asked Questions 

    Where can I obtain user manuals and product instructions?

    click here to download PDF versions of instructions and user manuals.

    Part of my toy is missing/broken/defective or otherwise unusable, what should I do?

    Please contact our customer service department.  We will return your call within one business day.

    How are your toys tested for safety?

    No issue is more important to us than the safety of our products and the kids who enjoy them. At SmartLab, we put our toys and art materials through an exhaustive protocol of testing to ensure they are safe. Each component is subjected to rigorous safety testing at every phase of development and production, well before mass production begins.

    We use independent testing labs to meet ASTM standards for child safety. These standards are generally considered the most thorough in the world, and are recognized by the toy industry and government agencies globally. While testing in the U.S. evolves, and may be different from state to state, SmartLab considers it mandatory to guarantee the safety of the children who use our products every day.


    Placing An Order:

    Do I have to create an account to place an order?

    No. You can check out as a guest. You will have the option to create an account at the end of the checkout process. Having an account will save your information and make reordering faster and easier.


    Do you offer expedited delivery?

    Yes, we offer 2nd Day Air and Next Day Air shipping options. The cost will be calculated at checkout. Please note that expedited shipping is only available to street addresses within the continental United States. We cannot ship expedited orders to PO boxes or Armed Forces addresses. 


    When is my credit card charged?

    Your credit card will be authorized for the order amount at the time your order is placed. The charge will be finalized once your order ships from our warehouse. In certain instances, we may offer the ability to pre-order products before their release date. In such case, your pre-order will be charged in full to your credit card at the time the order is placed.


    Is the item I’m buying in stock now?

    Yes. Only items that are in stock can be added to your shopping cart.


    Can I add a gift message to my order?

    Yes. From the Shopping Cart page, enter your gift message into the “Add a gift message” text box. This message will appear on the packing slip included with the order.


    Do you charge sales tax on my purchase?

    We will only collect sales tax on orders that ship to addresses within Washington state.


    Will the prices be shown on the packing list?

    No pricing information will appear on any of the paperwork within your shipment.


    Can I make changes to my order after it is submitted?

    Order changes can be made until the order begins the fulfillment process in our warehouse. Call our customer service line at 866-319-5900 option 1 to make a change. Our customer service representatives are available during regular office hours to assist you in making any changes to your order.


    How do I cancel my order after it is submitted?

    Orders may be canceled until the order starts processing in our warehouse. Once the order begins processing, it cannot be canceled. In such case, please call customer service at 866-319-5900 option 1 to set up a return. Our customer service representatives are available during regular office hours to assist you.


    How do I return an order?

    If you are dissatisfied with your order for any reason within 30 days of receiving it, you may return it for no additional restocking fee. However, unless the order is damaged or defective, you will be responsible for the cost of return shipping by the method of your choice. Please call customer service at 866-319-5900 option 1 to set up a return. Our customer service representatives are available during regular office hours to assist you. Note that we can only accept returns for products purchased through, not from any other retailer or etailer.


    How can I track my order?

    Your order confirmation email will contain a link that will allow you to track the status of your order. Your shipping confirmation email will also contain any available tracking numbers for your shipment. If you need further assistance, please contact customer service at 1-866-319-5900 option 1 or email us.


    Do you offer gift wrapping?

    Sorry, but we do not offer gift wrapping services at this time.



    Shipping Information

    Do you ship outside of the United States?

    At this time, we only ship to addresses within the contiguous 48 states, Alaska, Hawaii, Puerto Rico, U.S. Virgin Islands, and Armed Forces addresses. Note that many of our titles can be found on international sites.


    How much do you charge for shipping?

    A standard shipping charge of $6.95 will be added to orders with less than $50 worth of merchandise, exclusive of sales tax. Orders of $50 and over will receive free standard shipping. Expedited shipping costs are determined by the weight of your order.


    What shipping options are available?

    We offer Standard (Ground) Shipping as well as two expedited shipping options, UPS 2nd Day Air and UPS Next Day Air Saver. For Standard Shipping, orders shipped to street addresses in the contiguous 48 states will be sent via UPS Ground service. Orders shipping to PO Boxes, Alaska, Hawaii, Puerto Rico, U.S. Virgin Islands, and military addresses will ship via the U.S. Postal Service.


    Once placed, how long will my order take to arrive?

    Your shipping confirmation email will contain all available tracking numbers related to your shipment. With very few exceptions, orders placed on our website ship from our warehouse by the end of the next business day. The time in transit can vary based on weather conditions, holidays, and your location. Our warehouse is located in Joliet, IL (ZIP code 60431) and UPS Ground shipments take anywhere from 1 to 5 days to reach their destinations within the continental US.

    Can I ship parts of my order to more than one address?

    Only one shipping address can be used for an order. You will need to complete a separate order for each shipping address. Shipping charges will be assessed for each order individually.