Frequently Asked Questions

EU, US, UK and Swiss customers, we got you covered! All import fees and VAT are paid by us.

Customers from the Norway and Canada may incur additional fees. Please be aware that import and VAT rules change regularly and depend on your region regulation.

Yes, once the payment is completed you will receive a confirmation email with the invoice attached.

That depends on the country you are ordering from. Services like Klarna or Paypal usually offer this option through their platform. Please, keep in mind that we are not involved in any way in the vetting process to approve the payment in installments and cannot help you with that.

If this is an option in your country, you will see it in the list of payment methods when placing the order.

Our manuals are digital to minimise environmental impact, you can easily find them in your myInfento page.
For 2.0 manuals, if you really want, you can choose to print a black and white version designed for easy printing at home.

You can see the manuals connected to your kit in your myInfento page.
If the account was created after the order, you can easily add the kit manually from the my manuals page.

If your kit is not in the list and was ordered before November 2024, you can also find them here on the 1.0 manuals page.
Please make sure you choose the tab that corresponds exactly with the Infento Kit you have purchased.

Yes! All our parts and Rides are safely tested and certified according to EU and US toy regulations, ensuring a safe and enjoyable experience.

Of course! Infento is designed for all children to enjoy, regardless of gender, encouraging creativity and engineering skills.

Please contact us through here and we will get back to you with a solution.

You can contact us through here anytime You can also call us at +31 20 261 64 50 from Monday to Friday between 12pm and 5pm Central European Time (CET).

We’re happy to help and answer your questions!

We noticed that our email responses sometimes end up in the spam box. Please check this folder. Usually we respond in 1 or 2 business days.

We are always trying to broaden the payment options that we offer our customers. You are able to see which payment methods are available for your location and requirements when you reach the payment page of your order.

For companies and schools, we do not accept purchase orders, but we do offer the option to pay via invoice.

If you are a school and you want to pay by invoice please click on “For my school” on the “I am ordering Infento” field. When making the payment, please don’t forget to include the order number you’ll see on the invoice as payment reference.

Our Upgrades page will easily guide you to the Upgrade that suits you. Our Upgrades enable you to expand your Kit and open up new possibilities, without having to buy an entire new Kit.
With an Upgrade, you simply add the part you did not have yet and expand to a bigger Kit. That’s the advantage of our modular system!

Upgrades for 2.0 kits (Volt, Adventure, Innovator kit) will be available in a few months.

Please take note, the Upgrade set-up goes like this:
Adventure Kit -> Innovator Kit -> Ultimate Kit
Volt Kit -> Ultimate Kit

So:
The Adventure Kit can upgrade to an Innovator Kit and/or Ultimate Kit
The Innovator Kit can upgrade to an Ultimate Kit
The Adventure and the Innovator Kit can’t upgrade to the Volt Kit
The Volt Kit can only upgrade to the Ultimate Kit

The Legend and Genius Upgrade are currently out of stock, but will be back in 2025.

Yes, you can upgrade at any time by purchasing an upgrade Kit through our website, which contains the necessary parts to build all the Rides from the next level Kit.

Upgrades for 2.0 kits (Volt, Adventure, Innovator kit) will be available in a few months.

The Legend and Genius Upgrade are currently out of stock, but will be back in 2025.

If you ordered a Volt, Adventure, Innovator or Ultimate Kit, you have an Infento 2.0 Kit
If you ordered a Pioneer, Explorer, Smart, Genius, Legend kit or if your kit was ordered before 2024, then you have an Infento 1.0 Kit.

Infento mainly exists out of aluminium profiles, galvanized steel fasteners and glass fiber reinforced plastic joints.

This depends on the height of the child, but taking into account the average height, these are the age ranges for our Kits: Explorer Kit 0-9 years, Pioneer Kit 6-14 years, Smart Kit 0-14 years, Genius Kit 0-14 years,  Legend Kit 0-14 years, Skibock Kit 8+ years.

You can find the size and weight info by scrolling down on the product page of each Kit.

You can find the building times for each ride at the front page of the manuals on our support page.

You can find the maximum weight and length on the front page of every manual. You can find the manuals here.

Information on the weight and size of each Kit can be found on the product pages. If you need detailed information on the size of the boxes we ship our Kits in, just contact us through here.

No, you can build 1 ride from 1 Kit. If you would like to build a new ride, you deconstruct the one you’ve built and then you construct another one.

In case you have a request to buy some extra parts,

– If you live in EU, you can find all our loose parts in our spare parts shop: https://www.infento.com/parts/

– If you live in USA, just contact us through here

Yes, they can! We created a special connector part so you can use and connect new 2.0 parts to your 1.0 aluminium profile design.
We will offer this connector part in our loose parts shop in the beginning of 2025.
Ideal for enthusiasts with a solid understanding of the Infento system, as specific ride manuals are not provided.

We will notify everyone through our newsletter about loose parts. You can sign up for the newsletter via this link: https://rb.gy/o2qcsm

Yes, they can! You will be able to buy one of the two ePulse Hub motor Add-ons on our website in Q1 of 2025.
Please be aware that there are no manuals to build Infento 2.0 models with a 1.0 system because these models use all kinds of different parts.
Of course you can build Rides that look similar to the 2.0 Rides and you can look at the 2.0 manuals for some guidance or you can use the Hub Motor in any one of your own Infento creations!

We will notify everyone through our newsletter about loose parts. You can sign up for the newsletter via this link: https://rb.gy/o2qcsm

Our modular hub motor features a socket that allows you to attach a dual motor, effectively doubling the power.
This thoughtful design is perfect for those who require extra power for challenging terrains or special custom builds.

The second motor is available to be purchased in our spare parts shop.

The new 2.0 ePulse modular Hub motor has 384 W of power and three speed settings.
The Volt and Ultimate kit both include the motor but have two different batteries:
Volt kit: 2.5 Ah 24V lithium-ion battery
Ultimate Kit: 4 Ah 24V lithium-ion battery

If you’d like to know more, you can find the electric performance specs in each of the kits page.

You can find the dimensions of the boxes in the kit in each of the kits page.

Yes, the new Add-ons like the fairings, lights and flag will also fit on the 1.0 system! But as said above you can purchase the new Add-ons on our online shop in a couple of months.

Sign up for our newsletter at the footer of our website, follow us on our socials and you will be the first to know when we offer them on our website.

If you ordered a Volt, Adventure, Innovator or Ultimate Kit, you have an Infento 2.0 Kit
If you ordered a Pioneer, Explorer, Smart, Genius, Legend kit or if your kit was ordered before 2024, then you have an Infento 1.0 Kit.

There is not an Upgrade available to build the exact same Infento 2.0 models with your 1.0 system since basically all the parts (profiles, connectors, etc) are a bit different compared to 2.0.
So if you want to exactly build and ride Infento 2.0 models following our 2.0 manuals: purchase a 2.0 Kit.

The new ePulse system, coupled with the 2.0 wheels, is compatible with 1.0 parts.
The 2.0 parts will also be usable with your current kit through a connector we have designed specifically for this purpose.
Both these options will be available in 2025 when the 2.0 spare parts shop is open.

Yes, our carrier will send you a tracking number, so you can check the whereabouts of your order. Please also check your spam message box to make sure you won’t miss your tracking info.

Please do keep in mind that kits and spare parts orders are sent from different warehouses and are therefore delivered in separate shipments.

A Kit is packed in the famous red Infento boxes, and for shipping we use sturdy brown outer boxes. An Explorer, Pioneer or Smart Kit consists of 1 package, a Genius Kit contains more parts, and is packed in 2 outer boxes. A Legend kit is packed in 3 outer boxes.

Please keep the red boxes with labels to always be able to identify which Kit you exactly have.

At the moment, we deliver our products in the US and Europe (EU Countries, United Kingdom, Switzerland and Norway). We hope to expand to the rest of the world in the coming years. You can stay up to date by signing up for our newsletter at the bottom of our homepage, or following us on Facebook and Instagram.

If you live outside the US or EU and want to order, you can try to use the services of a freight forwarding company to send the order to your country.

Yes, but this is only possible when we didn’t ship your order yet.

When you fill in your address after you’ve put a Kit in your cart at the checkout, the costs will be calculated.

You can return your Kit, within 30 days from the day you received it, if in new and unused condition.

Please use the link mentioned below to fill in the return form and add it to the shipment.
https://forms.gle/2mLgoNEsejbkrKhj9

The shipping costs associated with returning the Kit are at your own charge and the Kit must be packed in the original boxes, including the brown outer box/boxes.
If the Kit does not exhibit signs of usage, we will apply a full refund. Alternatively, we will apply a restocking fee of 15%.

The address to return the kit in the EU is:
Infento BV
c / o # order number
Basisweg 54
1043 AP Amsterdam
The Netherlands

The address to return the kit in the US is:
Infento
c/o Argents Express
2801 Galvin Dr Suite# 200
Elgin IL 60124
United States

If you can’t locate or are missing a piece, just contact us through here and we will further assist you.

We will add them to our shop in early 2025.
Sign up for our newsletter at the footer of our website, follow us on our socials and you will be the first to know when we offer them on our website.

Infento uses a lot of fasteners that can be sourced from your local hardware store. For Infento specific parts, you can place an order with us.

If you live in EU, you can find all our loose parts in our spare parts shop: https://www.infento.com/parts/

If you live in USA, just contact us through here.

If you live in EU, you can find all our loose parts in our spare parts shop: https://www.infento.com/parts/ –

If you live in USA, just contact us through here.

Ordering our Education Kits is done via the online shop, we do not accept purchase orders, your information needs to be filled in in our website.
When you add a kit to the cart and fill in your address the website also calculates the shipping costs.

If you wish, you can choose to pay afterwards (you pay within 30 days after delivery of our product) or you can proceed to payment immediately. In both cases you will automatically receive an invoice with the order so that it can be sent to the accounting department.
If you want to pay by invoice please click on “For my school” on the “I am ordering Infento” field (please check the attachment). When making the payment, please don’t forget to include the order number you’ll see on the invoice as payment reference.

If you wish, you can choose to pay afterwards (you pay within 30 days after delivery of our product) or you can proceed to payment immediately. In both cases you will automatically receive an invoice with the order so that it can be sent to the accounting department.
If you want to pay by invoice please click on “For my school” on the “I am ordering Infento” field (please check the attachment). When making the payment, please don’t forget to include the order number you’ll see on the invoice as payment reference.

If you need the invoice to be sent through the Peppol system, please place the order on the website and then email us to support@infento.com, including the order number in your message. We will upload the invoice in the Peppol system for you.

If you are wondering how Infento can best improve the educational experience of your school, please get in touch with our education team at edu@infento.com. They will talk you through our educational product line up to help you decide which kit suits your needs the best.

All Kits include a two-year warranty, and with normal use, they are designed to last throughout an entire childhood.
Upon receiving your Kit, you will find a checklist to help you inspect and verify the key components.

Lost a part?
Replacement parts are readily available online in our spare parts shop or you can contact support.