FREQUENTLY ASKED QUESTIONS

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General

Can I buy PI Kids books directly from PI Kids?

We sell some but not all products online through our website. Please also look at bookstores and major retail outlets. Take note of the ISBN number to assist you in your search.

Can you send me a catalog?

You can view or download the catalog PDF by clicking on the button location at the top left corner of the website.

Does PI Kids have its own book subscription service?

We don’t operate our own subscription service at this time.

I’m looking for a book I saw/purchased some time ago, but I can’t seem to find it anywhere now. Can you sell me a copy or tell me where I can buy it?

Like all publishers, our list of available titles changes over time, with new titles added and older books falling out of print. PI Kids books that are more than five years old are likely to be out of print and out of stock. However, very popular books are often reprinted on a regular basis, sometimes with new cover art and/or a different title. Take a look at the catalog to see what’s currently available.

Customer Service

I need a replacement battery for one of your books. What do I do now?

Most of our sound books use 357/AG13/LR44 (or LR1154F) 1.5V button cell batteries. You can buy them wherever watch batteries are sold. Just look for the number on the existing battery and buy one to match.

Please note: although batteries with an SR designation (such as SR44) physically fit in our books, they may not put out the correct voltage and will not work dependably. We do not recommend the use of SR-labeled batteries.

I’m having a problem with one of your products. How do I get a refund?

First, our apologies! We’re sorry you’re having a problem. We work very hard to create the best books possible for our customers.

  • If the book you purchased is defective (with pages in the wrong order, scrambled sound buttons, or a similar problem), we will replace it, for up to one year after purchase and if we have the title in stock. If you have a defective book, please call Customer Support at 1-877-277-9441 or email us at customerservice@pikidsmedia.com. We will need the ISBN number of the book (printed next to the barcode on the back cover), the date and place of purchase, and your shipping address.
  • If you have a problem not related to a defect, please return the book to its place of purchase. Their return/replacement policies will apply.

 

Questions About Specific Books

Record-a-Story Books
I have tried to record the story, but when I play it back my recording either skips pages or doesn't record at all

We’re sorry you’re having a problem with your Record-a-Story. We’ve found that most recording problems can be solved by making sure that you’re reading from a book held open on a flat table, near a bright light source, as outlined in the printed instructions. Why is this necessary? The holes punched into the right-hand pages are, in effect, sensors that use light to link the recording with the appropriate page. If the book is angled, or the light is dim, the sensors can’t work properly.

  • If the book still doesn’t record or store the recording properly, open the battery compartment and make sure the switch is in the UNLOCK position. Then try recording again.
  • If you still can’t get a good recording, your book may be defective. For a replacement, please call Customer Support at 1-877-277-9441 or email us at customerservice@pikidsmedia.com. We will need the book’s ISBN number (printed next to the bar code on the back of the book), the date and place of purchase, and your shipping address.

My First Smart Pad: Mickey Mouse Clubhouse
In this set’s First Words book, there are no words for Q and X. Is this a misprint?

The original version of this book had a programming limit that required us to use 3-letter words only for this spelling activity. Since there are no age-appropriate 3-letter words in English that start with Q or X, those letters were not included. We encourage you to use the Smart Pad to explore all of the letters from A to Z and to play the many included alphabet and spelling games, and also to use the absence of Q and X in that book as a teaching opportunity: “Can you say the whole alphabet? Which letters of the alphabet are missing from this book? Can you think of words that start with the letters Q and X?”

Look and Find: Frozen
My entire family has looked and looked, and none of us can find the wishbone in the picture of “things Anna would like to share with Elsa.” Please help!

You’re not alone. This “find’em” has stumped quite a few readers! Here’s where to find the wishbone: look in the bottom left-hand corner of the right-hand page. You’ll see little Anna knocking on the door of Elsa’s room. The wishbone is in Anna’s right hand.

Quiz-It Pen Books
My Quiz-It pen doesn’t seem to work properly. Do you have any trouble-shooting tips?

We’re sorry you’re having a problem with your Quiz-It pen.

  • The pen doesn’t respond at all. First, check to see that the pen’s batteries are charged. If the batteries are good, try cleaning the pen’s tip with rubbing alcohol. Dirt interferes with the pen’s ability to read the answer coding on the page.
  • My child chooses the correct answer, but the pen says she’s wrong! Please make sure your child is touching the center of the star answer symbol. This product uses a special ink to “code” the correct answer areas. Touching any place on the page where this ink isn’t present (even if it’s just a few centimeters away from the “right answer” star) will register as an incorrect response. If that doesn’t work, try rubbing the tip of the pen gently a few times against a clean piece of paper. This may help remove any residue from the conductive ink stars.
  • I’m still having trouble with the pen. Try resetting it. Remove the batteries, wait 2 to 3 minutes, and then put the batteries back in. This may solve the problem.

If none of these tips works for you, your Quiz-It pen may be defective. For a replacement, please call Customer Support at 1-877-277-9441 or email us at customerservice@pikidsmedia.com. We will need the set’s ISBN number (printed next to the barcode on the back of the box), the date and place of purchase, and your shipping address.

Questions About Specific Apps

Potty Time with Elmo
Why don’t I hear any sound?

If you do not hear any sound while playing this app, try one of the following:

  1. Check the volume buttons on the outside edge of your device to make sure the volume is not set to the lowest setting.
  2. Check the Ring/Silent switch (or Side Switch on the iPad) on the outside edge of your device to make sure it is not set to silent (mute).
  3. If #2 above does not work, please note that on an iPad, the Side Switch can be used in two different ways—as a Mute button or as a Rotation Lock button (so the screen doesn’t rotate when you tilt the device). It is possible that the sound was muted, and then the functionality of the switch was changed to Rotation Lock. In this case, flipping the switch back and forth will not turn the sound on and off. It will only affect the rotation of the screen.

To change the functionality of the switch back to Mute On/Off, go into your Settings. Under the category General, find the “Use Side Switch to” box, and check Mute. Then exit Settings and return to the app. Now the Side Switch should work to turn the audio on or off.

Once you turn on the audio, you can change the Side Switch back to a Rotation Lock button, and the audio will remain on.

How do I switch story modes?

The Potty Time with Elmo app has three story modes: Read & Play, Listen & Play, and Just Watch. From the main menu, tap the Story button (the button with the book on it in the top left corner of the screen) to access the story mode of your choice. The app will remember the story mode you choose until you decide to change it.

How do I go backwards in the story? There is only a forward arrow.

To go back a page, swipe the screen from left to right. You can also move forward by swiping right to left.

Why do objects animate on some pages but not on others?

In Read & Play mode and Listen & Play mode, there is one object on every story screen that animates and plays a sound when touched. This object is different on every screen. There are 15 screens/objects. These objects become stickers in your sticker book. In these story modes, Elmo’s radio will always play a song whenever it is touched.

In Just Watch mode, the story is read aloud with automatic sound effects, songs, and page turns. There are no animations or active button touches in this mode.

Why doesn’t the sound button play after the story plays?

In Read & Play mode and Listen & Play mode, you must touch the sound button to hear the sound. In Just Watch mode, the story and sound button play automatically.

How do I collect stickers?

You can collect stickers in Read & Play mode and Listen & Play Mode. Tap around the story art on each screen to find one object or character animation. After the animation plays, your sticker book will pop up for a few moments on-screen and your sticker will be added to it. If you don’t touch anything on the screen for 10 seconds, the sticker object will glow, and then blink, as a hint.

There are 15 hidden animations to discover and add to your sticker book. You will earn stickers only the first time each of the 15 hidden animations is touched. Your sticker book resides at the bottom of the Sticker Reward Chart screen, where you can always see which stickers you’ve collected and which ones you still need to find. To start over and collect stickers again, go to the Sticker Reward Chart and tap the Clear Stickers button. A pop-up will appear to confirm that you want to do this.

How do I play a song?

To play a song in Read & Play mode and Listen & Play mode, tap Elmo’s radio whenever you see it. In all modes, you can also play a song by going to the index (from the Main Menu). Then swipe through the index to select one of the five songs.

How do I get to a different puzzle?

When you complete one of the puzzles, another puzzle will automatically appear. You can skip that puzzle and go to the next puzzle by tapping the yellow arrow button in the lower left corner of the screen.

Can I print the Potty Reward Chart?

To print the potty chart, use the internal screenshot function of the iPod/iPad/iPhone: on your device, press and hold the menu button (the main button below the screen). While holding the menu button, press the power/lock button (the switch on the top edge of the device) for a moment and then release both buttons. The device will flash and click, much like a camera, and the screenshot will be stored in the “Photos” section on that personal device. Then email or transfer the screenshot of the potty chart to a personal computer for printing.

More Troubleshooting

*If you are unfamiliar with any of the terms used in the following section, please see Apple definitions for your specific device at: support.apple.com/manuals

Follow these steps to force an app to close (iOS)

From the Home screen, double-click the Home button. (This is the circular concave button on the face of the device.)

Tap and hold on the app.

When it starts to jiggle, tap the minus sign to close it.

Double-click the Home button and try opening the app again.

Follow these steps to restart your device (iPhone, iPad, iPod Touch):

Press and hold the Sleep/Wake button on the side edge of your device for a few seconds until the red “slide to power off” slider appears, and then slide the slider.

Press and hold the Sleep/Wake button until the Apple logo appears. Press and hold the Sleep/Wake button on the side edge of your device for a few seconds until the red “slide to power off” slider appears, and then slide the slider.

Follow these steps to reset your device:

Note: Reset your device only if it is no longer responding and the steps above do not work.

Press and hold the Sleep/Wake button and the Home button together for at least ten seconds, until the Apple logo appears.

If the steps above do not help you also try the following:

Delete the app from your device and then reset your device (as explained above). Then re-download <em>Potty Time with Elmo</em> directly to your device via WiFi and not from your sync computer. Please let us know how it goes.

For further assistance email us at elmopotty@pikidsapps.com

Look and Find Elmo
Why don’t I hear any sound?

If you do not hear any sound while playing this app, try the following:

  1. Check the volume buttons on the outside edge of your device to make sure the volume is not set to the lowest setting.
  2. Check the Ring/Silent switch (or Side Switch on the iPad) on the outside edge of your device to make sure it is not set to silent (mute).
  3. If #2 above does not work, please note that on an iPad, the Side Switch can be used in two different ways—as a Mute button or as a Rotation Lock button (so the screen doesn’t rotate when you tilt the device). It is possible that the sound was muted, and then</em> the functionality of the switch was changed to Rotation Lock. In this case, flipping the switch back and forth will not turn the sound on and off. It will only affect the rotation of the screen.

To change the functionality of the switch back to Mute On/Off, go into your Settings. Under the category General, find the “Use Side Switch to” box, and check Mute. Then exit Settings and return to the app. Now the Side Switch should work to turn the audio on or off.

Once you turn on the audio, you can change the Side Switch back to a Rotation Lock button, and the audio will remain on.

How do I switch scenes?

You can navigate from one scene to another (or to any other place in the app) through the Menu button, which always appears in the lower right-hand corner of the screen. When you tap this button, a Menu tray slides out with five options. To go to a different Look and Find scene, tap the scene selector button on the far left. To go to Super Duper Sticker Book, tap the Sticker Book button. To play the Look-Look Memory Game, tap the Game button. To turn off/on the music and sounds, tap the Settings button. For Help, Parent Tips, What’s New, and Credits, tap the Information button.

How can I skip the five Find’ems in the box and load another set of five?

To pull up a new random set of five Find’ems, just select the scene again. To do this, tap the Menu button, then the scene selector button, then choose the scene you are currently in (it will be the one scene that is faded out). The scene will reload, with a new set of five random Find’ems from the pool of 15 Find’ems per scene.
(FYI screenshot for reference!)
How do I collect stickers?
Tap around each Look and Find scene to find three additional objects or characters that animate. After the animation plays, a sticker will be added to your Super Duper Sticker Book. Then you can continue searching for Find’ems and other stickers.

There are 18 of these hidden animations to discover and add to your Sticker book. You will earn stickers only the first time each of the 18 hidden animations is touched. Your Sticker book is accessible through the Menu tray. Once you open the Sticker book, you can always see which stickers you’ve collected and which ones you still need to find. To start over and collect stickers again, go to the Super Duper Sticker Book and tap the Clear Stickers button. A pop-up will appear to confirm that you want to start over.

How do I turn off the background music?

You can turn off the background music via the Menu tray. Tap the Menu button. When the Menu tray opens, select the Settings button. This will open a pop-up that allows you to turn off/on the music, and/or turn off/on the sound effects and narration.

Tap the Menu button or the screen to close the Menu tray and return to your play

How can I restrict my child from making additional purchases from the App Store?

Apple devices have built-in parental controls that you can access through the Settings button. By default, you have 15 minutes to continue making purchases after you type in your password. But you can change this default setting to eliminate the 15-minute timeframe and force a password for each purchase. To do this, go to Settings and select “General.” Scroll down and select “Restrictions.” Then select “Enable Restrictions.” (You will be asked to enter a Restrictions Passcode.) Then, scroll down again and select “Require Password.” Select “Immediately”.

For more information on iOS parental controls, go to:
http://support.apple.com/kb/ht4213

More Troubleshooting

*If you are unfamiliar with any of the terms used in the following section, please see Apple definitions for your specific device at: support.apple.com/manuals

Follow these steps to force an app to close (iOS):

From the Home screen, double-click the Home button. (This is the circular concave button on the face of the device.)

Touch and hold on the app icon

When the app icon starts to jiggle, tap the minus sign to close it

Double-click the Home button and try opening the app again

Follow these steps to restart your device (iPhone, iPad, iPod Touch):  

Press and hold the Sleep/Wake button on the side edge of your device for a few seconds until the red “slide to power off” slider appears. Then slide the slider

Press and hold the Sleep/Wake button until the Apple logo appears

Follow this step to reset your device:

Note: Reset your device only</strong> if it is no longer responding and the steps above do not work.

Press and hold the Sleep/Wake button and the Home button together for at least ten seconds, until the Apple logo appears.

If the steps above do not help you, try the following:

Delete the app from your device and then restart your device (as explained above). Then re-download Look and Find Elmo on Sesame Street directly to your device via Wi-Fi and not from your sync computer. Please let us know how it goes.

For further assistance, email us at: lookandfind@pikidsapps.com

 

VideoBook
When I launch the app it asks if it can access my device's camera.

Tap “yes” This app works by using your device’s camera. If you tap “no,” the videos won’t play.

I launched the app and tapped the screen. Now I just see a black screen with some buttons on it.

You’re in camera mode and ready to play a video! Simply hold the device over the companion book’s front cover till you can see it on your screen.

I can’t get the video(s) to play.

  • Do you have the book(s)? This VideoBook app requires you to have the companion book for each video in order to play it.
  • Are you holding the device over the book’s front cover? Make sure you can see the entire cover of the book in your screen, and hold the device steady.

Do I have to hold the device over the book the whole time the video is playing?

Once the video begins, you can move the device to a more comfortable viewing position.

How can I play the video again?

Repeat the steps to replay the video: launch the app, tap the screen, and then hold the device over the book’s front cover.

How can I pause the video?

  • Tap the screen while the video is playing and then tap any of the buttons at the bottom. Doing so will take you to the Library, How-To, or About screen. Close those screens by tapping the X in the top left corner, and your video will resume playing.
  • Tap the home button on your device while the video is playing, but don’t close the app. When you re-enter the app, your video will resume playing.

How can I stop the video?

Tap the X in the corner at any time to stop the video.

I launch the app but my screen is black

You might have set the app camera access to OFF/DENY. Please go to your device’s system area and set the camera to ON/ALLOW so our VideoBook app can have camera access.

Apple:

Select the System icon

Scroll down to Videobook and Select it

Set the Camera slider to ON

 

Android:

​Select the Settings icon​

Select Apps

​Scroll down to Videobook and Select it

Select Permissions

Set the Camera slider to ON

For further assistance, email us at: videobooksapp@pikidsapps.com

Publishing and Sales

I’d like to copy and use a picture or text from one of your books for personal or non-profit use. How can I get permission to do that?

We never grant permission to use our copyrighted material for commercial purposes, but permission is sometimes granted for personal or non-profit usage, depending on the circumstances. Please email us at customerservice@pikidsmedia.com with the following information: the exact usage proposed, the number of copies you plan to make (for print media), and the page number and ISBN number of the book in which the requested material appears.

I’m a bookseller and would like to start carrying PI Kids titles. How do I open a business account?

Please email our Sales Department at salesdepartment@pikidsmedia.com and we will connect you with a representative. Include your full name and business name, address, and contact telephone number. Thanks for your interest!

Submissions

I’m an aspiring or professional artist/writer. How do I submit my work to you for consideration?

Our creative team concepts, designs, and produces our books in-house. However, we gladly accept portfolio submissions for children’s book illustrators and author/manuscript submissions. We are currently open to agented and unagented submissions. Please write to submissions@pikidsmedia.com  following the guidelines below.

Illustrator submissions

Please send a link to your online portfolio or a few sample pages as jpg or pdf files with the subject line ILLUSTRATOR SUBMISSION. Files should be no larger than 10MB. Please include links to any published books you may have illustrated.

Author submissions

Please send a proposal or manuscript with the subject line AUTHOR SUBMISSION.