800-661-4142, customercare@hapetoys.com
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FAQs

Product Information

Where are Hape Toys Manufactured?
Hape toys are produced at our owned and operated factory located in Ningbo China, because we own and operate the factory it provides us complete control over all aspects of the manufacturing process from sourcing renewable resources to finished product inspection.
Are Hape Toys Safe?
All Hape toys are inspected by an independent testing facility and exceed ASTM (American Society for Testing Materials) standards for safety. 

Hape uses only water-based nontoxic paints and lacquers in the production of our toys, they do not contain any heavy metals (lead) or other harmful chemicals. None of the products manufactured by Hape contain any of the chemicals listed in Proposition 65.

Formaldehyde is not added to any of the glues used in the manufacturing process and we meet or exceed the requirements of California Phase 2 & EPA TSCA Title VI compliance for formaldehyde.

Hape Products do not contain BPA or Phthalates.
How can Hape wooden toys be cleaned?

Clean with a soft damp cloth – clean regularly by wiping down with damp cloth and allowing to air dry thoroughly

Do not immerse in water – soaking wooden toys in water may cause them to swell or deform

Do not apply Chemicals – do not use ethanol, bleach or other harsh chemicals when cleaning as it may lead to color fading or paint to flake or lift

Keep away from humidity – to avoid mould store wooden toys in a dry place, if toy is exposed to high humidity allow to air dry in a well ventilated area

Avoid direct sunlight – Do not expose to prolonged direct sunlight as it may cause the wood to crack

How do I get replacement parts for my Hape product?
Select replacement parts are available, please email customercare@hapetoys.comor call 800-661-4142 for more details.
Where can I find idea booklets?
Replacement idea booklets can be requested by email to customercare@hapetoys.com or by calling 800-661-4142. Please note that due to our commitment to the environment, only PDF versions are available.

Hape.com

How do I create an account?
On Desktop and Mobile visit the Hape homepage and click on the person icon in the top right corner. A dropdown will appear and you can click New User: Register Now then follow the steps.
How can I cancel my order?
Please login to your account and click the order number you would like to edit or cancel. However, if the order has been shipped out, it cannot be edited or cancelled. You have to contact customercare@hapetoys.com to arrange the return.
What payments methods do you accept?
We accept the payment method of Visa, Master Card, American Express, Discover, Diners Club, Shop Pay, Apple Pay, Google Pay & PayPal
Can I place an order over the phone?
Unfortunately, at this time we can only accept consumer orders via the checkout on Hape.com. This if for customer security information reasons.

U.S Sales Tax

My organization is tax exempt, can I order?
Hape.com is designed for consumer purchases. If you are a tax-exempt organization, we recommend you retain your receipt and request a refund for sales tax paid when filing your tax returns.

Shipping & Returns

When will my order ship?
When you place your order, you will get a confirmation email. Once the order is packed and ready for shipment (1-2 business days), you will receive an email with tracking information. Orders will be shipped Monday through Friday, excluding holidays.
Can I ship outside the Continental US?

We only ship within the Continental United States and can ship to APO or FPO addresses.

We do not offer international shipping.


What are the shipping costs?
Standard Shipping – USPS

If your order is below $50, cost will be determined at checkout.

 

Hape offers free shipping at $50 minimum order.

 

Expedited Shipping – UPS

Additional charges will apply. Not eligible for free shipping.

How do I get free shipping?
Hape offers free standard shipping at $50 minimum order.
How do I track my order?
Please login to your account and click the order number you would like to track. And you will find the tracking numbers beside each item. Just click the tracking numbers, and it will bring you to the tracking detail link.
What if my item arrives damaged?
If your item arrives with visible damage to the box, refuse delivery and notify us by emailing customercare@hapetoys.com or calling 800-661-4142
I have received defective or incomplete item.
If you have received an item that is not to your satisfaction, please contact Customer Service customercare@hapetoys.com or call 800-661-4142
What is Hape’s Returns Policy?
Please refer to our Return & Limited Warranty Page. https://toys.hape.com/pages/returns-exchanges
I returned my items, when will I receive a refund?
Please refer to our Return & Limited Warranty Page. https://toys.hape.com/pages/returns-exchanges
Can I exchange a set purchased on Hape.com?
Currently we are not offering exchange on purchases. Please refer to our Return & Limited Warranty Page. https://toys.hape.com/pages/returns-exchanges
Can I return a Hape product purchased from elsewhere?
Unfortunately, we can only accept returns from products that have been purchased on www.toys.hape.com. Please check the policy of retailer from which you purchased and visit their returns policy for further detail.

Become a Retailer

How do I become a retailer of Hape Products?

If you own a brick-and-mortar store, please contact customercare@hapetoys.com.

 

If you operate an online shopping site or distribute the products only through online platforms, please go to https://toymarket.hape.com/ to fill out our online application.

Where can I get a Hape Catalogue?
If you’re a retailer and would like a catalogue, please email customercare@hapetoys.com or call 800-661-4142. Please note catalogues are designed for retailers only and not end consumers.

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