FREQUENTLY ASKED QUESTIONS
You've got questions — We've got answers!
Shipping & Delivery
When will my order ship?
We ship received orders in 2-3 days, Monday - Friday.
Where do you ship?
We ship throughout the United States and Internationally.
Which shipping carriers do you utilize?
We utilize both UPS (United Parcel Service) and USPS (US Postal Service) for our shipping needs.
How is International Shipping calculated?
Similar to our US shipping, rates are determined by the requested shipping speed, order weight, destination, and the number of items. Our ordering system automatically calculates international shipping fees and will show in the system.
For international shipping, are import duties and taxes included?
For international shipping, import duties and taxes are not included. Recipients are responsible for ensuring legal importation and complying with destination country regulations. Import taxes, customs duties, and fees may apply upon arrival and are the recipient's responsibility. Additional charges for customs clearance must be covered by the recipient. Play Piper, LLC, Inc. cannot control or predict these charges.
Do you refund import duties and taxes?
We do not refund import duties and taxes. If a shipment is refused due to unexpected import fees, the original shipping cost and any return shipping charges will not be refunded. Customs policies differ between countries; please contact your local customs office for further information.
Where do you ship your products from?
Products purchased directly from our website, or a Piper Sales Representative will ship from San Francisco, California.
My order arrived and there is a problem, what do I do?
Please send all questions to hi@playpiper and include the original Sales Order Number or a picture of your Amazon order.
School &Tax-Exempt
My organization is tax-exempt, how do I make a purchase?
If your organization is exempt from sales tax, please send your certificate with your order request to: sales@playpiper.com.
Where do I create an online account?
To directly purchase Piper products, create an account here: Piper Customer Login
How do I place an order using a Purchase Order (PO)?
How do I request a quote?
How do I get a copy of your W-9?
You can download our W-9 below.
Do you belong to any State Cooperatives?
Yes, we belong to the Allied States Cooperative
Do you offer an educator discount?
We offer bundle discounts for educators. Please send an email to: sales@playpiper.com to discuss options.
Order Changes
Can I change my order after I placed it?
If your order has not shipped, we can help with changes to your order. Email hi@playpiper.com.
Can I cancel my order?
If your order has already been placed and shipped from our warehouse, we cannot cancel the order. Please contact support at: hi@playpiper.com to initiate a return.
How do I change the delivery address?
If your order has not shipped, please email: hi@playpiper.com.
Returns
How do I return my product?
We accept returns for product refunds within 30 days, provided the item is unopened and in its original condition. Customers are responsible for return shipping costs, and the original shipping cost will not be refunded. International customers are not refunded for local customs and taxes. Please ensure the kit contains all parts and contact hi@playpiper.com to arrange a return.
For the complete Piper returns policy, visit Refund Policy
What is your return policy?
We accept returns for product refunds within 30 days, provided the item is unopened and in its original condition.
For the complete Piper returns policy, visit Refund Policy
I returned my product, when should I see my refund?
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
How do I ship my return?
To return your product, you should mail your product to:
Piper Returns
1234 Indiana Street,
San Francisco, CA 94107
You are responsible for covering the shipping costs for returning your item, and these costs are non-refundable. If you receive a refund, the return shipping expenses will be deducted from your refund amount.
For items valued over $75, it's advisable to use a trackable shipping service or purchase shipping insurance when shipping your return. We cannot guarantee receipt of your returned item.
Do I receive a refund on my shipping fees if I return my product?
Customers will not be refunded for original cost of shipping and are responsible for return shipping costs. International Customers will not be refunded on local customs and taxes.
Warranty
What is your product warranty?
Please view the entire policy here: Warranty
Play Piper, LLC warrants the Piper Computer Kit product and Piper Make products and widgets, and accessories, to be free from defects in workmanship and materials, under normal use and conditions, for a period of one (1) year for the original sales/invoice date. For international customers, this Warranty period shall be extended where mandated by local laws.
If I purchased a product through an authorized reseller, what is the warranty?
Piper products purchased from resellers, whether in the US or international, are not covered under our 1-year limited warranty. We offer replacement parts for purchase that can be purchased by contacting our Customer Service Team hi@playpiper.com.
Do you support the warranty if I purchase through Amazon?
Yes, if it is purchased through the Piper official store. When contacting Piper customer service please attach a screen shot of the Amazon order so we can verify the purchase.
Product Support & Training
How do I contact customer support?
You can email us at hi@playpiper.com. Please include a description of your question or issue, along with your sales order or Amazon order number (if available). A Piper customer service representative will respond within 24 hours, Monday through Friday (excluding holidays).
Do you have support information on your website?
Yes, we do. Visit Piper Support on our website to learn more about your Piper Computer Kit and Piper Make products.
What resources do you have for educators?
Navigate to our website and click on the "Teach" drop-down menu to access a comprehensive range of resources tailored for educators utilizing the Piper Make and Piper Computer kit to teach STEM concepts in classrooms or through extended learning programs.
Do you offer in-person or online training?
We offer a range of resources on our website under the "TEACH" section, providing information about each lesson. Additionally, you can find videos on our YouTube channel covering the 5-Phase Piper Computer curriculum, build tutorials, Piper Make lesson guides, and more.
For inquiries regarding in-person training, please contact hi@playpiper.com.
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