Nilo tables are heavy, and shipping is expensive both ways. We have written this policy to be straightforward about what we cover, what you cover, and how to handle the two situations that come up most often: a part arrives damaged in transit, or the table is not right for your space.
Returns are case-by-case
We do not run a fixed return window. We evaluate each return on a case-by-case basis. To start, email support@nilotoys.com or call 800-872-6456 with your order number and the reason for the return.
- The customer pays return shipping. Hardwood is heavy, and subsidizing return freight would force us to bake it into the price for everyone.
- The item must arrive back in sellable condition, in its original packaging.
- A restocking fee of up to 15% may apply to cover repackaging and shipping costs when applicable.
- Refunds are issued to the original payment method after we receive and inspect the return.
Assembled tables are final sale
Once a Nilo table has been assembled, it is final sale and cannot be returned. This is the most important point on this page, so we want to be plain about it. If you are unsure whether a table will fit your space or suit your child’s age, email or call us before you assemble. We have been building these tables in Vista, since 1992 and we can usually steer you toward the right configuration the first time.
If a part arrives damaged in transit
Damage in transit must be reported within 7 days of delivery. In practice, the only piece that typically takes a hit during shipping is the tabletop. The fix is simple and does not require a formal return.
- Take a clear photo of the damaged part within 7 days of delivery.
- Email the photo to support@nilotoys.com with your order number.
- We ship a replacement tabletop, or other damaged component, free of charge. You do not return the damaged piece.
If the damage is severe enough that more than the tabletop is affected, email us first with photos and we will figure out the right path.
Defective or wrong item
If the table itself is defective, or we shipped the wrong item, we cover it fully. Full refund or replacement at your choice, including return shipping. Email support@nilotoys.com with your order number and we will send a prepaid return label.
Questions before you order
If you are weighing a return because the table might not fit your space or your child is between sizes, ask us before you buy. See our shipping page for transit timing, and our contact page for hours and phone.
Email: support@nilotoys.com
Phone: 800-872-6456
Hours: Monday through Thursday, 9am to 4pm Pacific
