My wooden palette is cracked

We're sorry to hear that your wooden palette has cracked! 💙 Natural wood can respond to moisture and humidity, but visible cracks should be checked to determine whether there's a product issue.

If your palette arrived cracked or developed a crack during normal use, please contact our support team so we can review the issue.

How to report a cracked palette

1. Open our Return Center:

   https://tobioskits.com/apps/parcelpanel-returns/

2. Enter your order number and the email address used during checkout.

3. Select the affected product and choose the appropriate defective-product or quality issue option.

4. Upload clear photos showing:

   • A close-up of the crack.

   • A photo of the entire palette.

   • Any additional damage or areas affected by the crack.

5. Submit your request, preferably within 7 days of delivery if the palette arrived damaged.

Our team will review the photos and determine the appropriate resolution.

Depending on the circumstances, a replacement or another suitable solution may be offered.

Please do not return the original palette unless our support team specifically instructs you to do so.

What if I ordered more than one kit?

If your order contains multiple Watercolor Kits, please let us know which palette is affected.

This will help our team identify the issue and review your request.

What if I received the palette as a gift?

If your palette was received as a gift, you can still contact our support team for assistance.

You may need the original order number and checkout email from the person who purchased the gift.

Should I try to repair the crack?

We recommend waiting until our support team has reviewed your photos before attempting to glue, seal, or repair the palette.

This helps us assess the original condition of the product.

How can I care for my wooden palette?

Walnut is a natural wood that can respond to moisture and changes in humidity.

To help maintain your palette:

• Gently wipe away excess moisture after painting.

• Avoid washing, soaking, or rinsing the palette under running water.

• Allow the palette to air-dry completely before closing or storing it.

• Avoid exposing the palette to excessive moisture or direct heat.

• Rewet dried watercolor paints with a few drops of water from your water brush instead of soaking the wooden palette.

If your palette continues to crack or becomes difficult to use, please contact our support team for assistance.