FAQ
FAQ
Welcome to Banwood's FAQ! We’re delighted to have you as a customer. Here, you’ll
find answers to the most frequently asked questions about our products, payment,
shipping, and returns. If you have any other questions, feel free to contact us.
My Order
How can I check my order information?
After placing your order, you’ll get a confirmation email - check also your spam folder
just in case. You can also log in anytime to check your order status at
https://banwood.us/account/login.
How can I track my order?
Once your order ships, you’ll receive a confirmation email with a UPS tracking number
to check your shipment and estimated delivery on the UPS website. You can also view
tracking details by logging in at https://banwood.us/account/login.
If you have any issues with tracking, contact Customer Service at
https://banwood.us/pages/contact-us.
Where do you ship from in the US?
All US orders are shipped from our warehouse in California.
Returns
Can I return my order?
If you’ve changed your mind, you can return a product as long as it’s in perfect
condition. Please follow these requirements:
• Submit your return request within 14 days of receiving your order;
• Ensure the product is unused, in its original packaging, and in perfect condition;
• Contact us at https://banwood.us/pages/contact-us for instructions.
Please note that customers are responsible for both the cost of the return and the
shipping. Once we receive and inspect the product to confirm it meets the return
requirements, a refund will be issued to the original method of payment withing the
next days.
If a return doesn’t meet these requirements, we may be unable to accept it - we will
always provide a clear explanation with supporting details.
What should I do if I receive a damaged or incorrect product?
If your order arrives damaged or contains the wrong item, please contact us
immediately at irene@banwood.com. Include the following information:
• Your order number;
• A description of the issue;
• Photos or a short video showing the problem.
Once we receive your message, we’ll review the issue and provide a solution as quickly
as possible to make things right.
Cancellation and Exchange
Can I cancel my order?
You can cancel your order before it ships by contacting our Customer Service team at
https://banwood.us/pages/contact-us. Once your cancellation is confirmed, any refund
will be issued to your original payment method within the next days.
If your order has already shipped, you’ll need to request a return following our return
policy described above.
Can I exchange an item?
You can exchange an item from your order if it hasn’t shipped yet. Please send your
request as soon as possible to https://banwood.us/pages/contact-us with your order
details and the item you want instead. We’ll confirm if we can process the exchange
and any price difference will be charged or refunded accordingly.
If your order has already shipped, exchanges will follow our standard return policy
outlined above.
Discounts and Promotions
Do you offer discounts for first-time customers?
Yes! Subscribe to our newsletter at https://banwood.us/ and get 10% off your first full
price order. You’ll receive the discount code by email - be sure to check your spam
folder.
How do I use the welcome voucher?
1. Log in at https://banwood.us/ using the same email you used for the newsletter.
2. Add the items to your cart.
3. Enter your voucher code at checkout.
4. Complete payment and enjoy your discount!
Retailers
I have a shop and want to sell Banwood products. What should I do?
If you want to become a Banwood reseller, submit a retail inquiry at
https://pro.banwood.us/account/register, and we’ll get back to you as soon as
possible.
Collaborations
I want to collaborate with Banwood. Who should I contact?
Please email us at marta@banwood.com with the subject line “Banwood Collab.”
Include your idea, your country, and your Instagram account so we can learn more
about you. We can’t wait to hear from you!
Products
How do I care for my Banwood product?
Proper care will keep your Banwood product looking and performing its best. While
each product comes with detailed instructions in its included assembly manual, these
general tips will help you maintain it easily:
• Store products indoors.
• Wipe off water or mud after use.
• Keep in a dry place when not in use.
• Regularly check and tighten bolts.
• For wooden parts, wipe with a damp cloth and mild soap if needed. Avoid
ammonia.
How can I check if a product fits my little one?
Bicycles and tricycles: Measure your child’s inside leg length and compare it with the seat height indicated. This will help you know whether it’s comfortable and whether they can place their feet down easily.
Scooters and Maxi Scooters: Make sure the handlebar height matches your child’s height and that their weight does not exceed the maximum recommended limit.
Helmets: Measure your child’s head circumference and compare it with the helmet size (approximately 50–54 cm).
On each product page on our website, you will find all the size details to help you choose correctly.
Which is the difference between your Balance Bike and your Classic Bike?
The Balance Bike is perfect as a first bike, helping children develop balance and
coordination by using their own body to move forward - without pedals or brakes. It’s
recommended for ages 2.5–5 years, with an adjustable seat height of 14.6–17.3 in
(light colors) or 17.3-19.7 in (dark colors), handlebar height 19.7–23.2 in, 12” wheels,
and a lightweight frame of 10 lbs. Comes with a wicker basket, ringbell, and faux
leather saddle and grips.
The Classic Bike is ideal for slightly older kids (ages 4-7) ready for pedals. It includes all
features of the Balance Bike plus pedals (wooden and plastic), training wheels,
adjustable brake lever, kickstand, reflectors, larger seat height of 18.1-22.4 in,
handlebar height 24.8–27.2 in, 16” wheels, and a heavier frame of 17.5 lbs.
Is it possible to add pedals or training wheels to the Balance Bike?
No, it is not possible to add pedals, training wheels, or brakes to our Balance Bikes, as
they are designed to support children’s natural motor skills development, encouraging
them to use their own balance and body to move forward.
If you’re looking for a larger bike that includes training wheels, pedals, and brakes,
please check out our Classic Bikes.
Which is the difference between the Scooter, ECO Scooter and Maxi Scooter?
Our Scooter is designed for children aged 3 and up. It features Banwood’s patented
Easy Ride Steering System, a wide oak deck with non-slip grip, three wheels for extra
stability (two front, one rear with brake), an adjustable T-bar, rubber grips, and a wicker
basket. It’s lightweight and sturdy, supporting riders up to 110 kbs.
The ECO Scooter is also for kids 3+, with similar features like the Easy Ride Steering
System and adjustable handlebar. Its deck is made from plastic and recycled fibers,
reflecting Banwood’s commitment to sustainability. It also has three wheels for added
stability and doesn’t include the basket – but you can purchase it separately in Accessories.
For older children, the Maxi Scooter is recommended for ages 6+. It has a two-wheel
design to encourage balance and coordination, a wider and longer deck, an adjustable
T-bar, rear brake, and includes the signature wicker basket. It supports up to 200 lbs
and is a natural step up as kids grow more confident on scooters.
Does the Banwood Trike include the push bar?
No, our Trikes don’t include the push bar and this piece is also not available for
purchase separately for the Trike.
Even without the push bar, the Banwood Trike remains a fun and safe ride that helps
children develop balance, coordination, and independence from an early age.
Can I order spare parts?
Yes, if the part you need is in stock. Please send an email to irene@banwood.com and
include: a photo of your Banwood product showing the issue, your delivery and billing
address along with a phone number, and one form of proof of purchase - like a receipt,
order confirmation, invoice, or packing slip.
We’ll review your request and get back to you as quickly as possible.