💬Contact Playtronica
How to reach us — by email, by topic. Most answers are already on this site.
Before reaching out — quick check. Most questions are already answered here: tracking your order, VAT invoice, device not working, returns, warranty, B2B / bulk.
Email is the right channel for every situation. Pick the topic below — each link opens a pre-filled email.
By topic
🤔 Thinking about buying?
support@playtronica.com — pick the right device, ask about accessories, ask how to use Playtronica with your specific setup, or anything else before you order. We reply within 1 business day with honest guidance — including telling you when a Playtronica device is not the right fit.
📦 Order, shipping, missing item
support@playtronica.com — please include your order number, what you're seeing, and any tracking link.
🔧 Device not working
support@playtronica.com — include which device, your operating system, browser/app, what the LED is doing, and 1–2 short videos if you can. Most issues are fixed before we need to send a replacement.
↩️ Return or refund
support@playtronica.com — we send the right return address within 1 business day. 30-day return window, full guide here.
🧾 Invoice or VAT receipt
support@playtronica.com — include order number, company name, full address, VAT number if you have one. We issue within 1 business day.
🛡️ Warranty claim
support@playtronica.com — 1-year warranty on manufacturing defects. Include order number + a photo or short video of the issue. Full warranty page.
🏢 B2B, bulk, schools, museums
collaboration@playtronica.com — quotes for 10+ units, institutional purchase orders, custom configurations. Reply within 2 business days. See B2B & Institutional.
📰 Press, partnerships, content creators
collaboration@playtronica.com — review units, interviews, partnerships, brand collaborations.
Response time
We aim for 24 hours, may take up to 3 business days. Holiday periods (December, early January) can be slower.
Every email is read by a real person on the Playtronica team — often by Andrey Manirko, who designs the devices. You are not writing to a ticket queue that nobody reads.
Community
For non-urgent questions, the Facebook community often has the fastest answer — 4,000+ makers, many of whom have solved the same problem.
Urgent only
If your situation is genuinely urgent and email is not getting a reply (a carrier-lost package, a time-sensitive workshop), email support@playtronica.com with URGENT at the start of the subject line. We watch for that flag and move those to the front of the queue. For everyday support, a normal email is the right channel.