Returns, Refunds & Exchange Policy

CANCELLATIONS

All orders are processed as quickly as possible once received.

If you wish to cancel your order you must submit a cancellation request via email athello@thetotzone.comas quickly as possible

Your cancellation request must include the following information:

  • Subject Line: Order Cancellation Request
  • Your order number
  • The name and email address used to place the order

If your order has already left our warehouse, we can no longer assist you with a cancellation for your order.

RETURNS & EXCHANGES

If you need to return your item for a refund or exchange you must notify us via email athello@thetotzone.comwithin 30 days of receiving your package (according to the tracking information).

After 30 days we can no longer offer you a refund or exchange.

To be eligible for a return or exchange your item must be in the same condition that it was in when you received it. It must also be in the original packaging.

We cannot accept returns or exchanges for the following items:

  • Intimate or sanitary goods
  • Health and personal care items

The following information is required to process your request:

  • Your order number
  • The name and email address used to place the order
  • Reasons for return/Reason for exchange and a link to the product on our store that you'd like to exchange your product for

Please send the above information to us via email athello@thetotzone.com

Our customer service team will provide you with the relevant information to return your package.

As we are an international company and ship our orders worldwide, we utilise a global returns centre in China.

All returns are made at the customer’s cost. The Tot Zone will provide some compensation towards the cost of the return shipping fees with a store credit of $10.

We recommend using a trackable return shipping service. The Tot Zone are not liable for any parcel lost during its return shipment to us.

REFUNDS

Once your cancellation or return has successfully been processed you will receive a refund notification

Your refund will be processed back to the original method of payment within 1-3 business days.

LATE OR MISSING REFUNDS (if applicable)

If after 3 business days you still don't see your refund please check directly with your bank, credit card company or PayPal.

Depending on your bank's policies, refunds can sometimes take up to 3-7 business days

Please contact us via email at hello@thetotzone.com should you have further questions.

FAULTY ITEMS

In the rare event your product becomes faulty or you receive an item with defects, you can request a replacement by notifying us via email athello@thetotzone.comwithin 30 days of receiving your package (according to the tracking information).

After 30 days we can no longer offer you a replacement.

Faults caused by the following reasons are not covered:

  • Improper usage, storage, or handling of the item
  • Using the item in a way that it was not designed for
  • Damage caused by impact, shock, sand/dust/dirt, dampness, leaking batteries, fire, theft, attempted theft, vandalism, corrosion, frost, flooding, earthquakes, lightning, or other adverse weather conditions
  • Any accidental or malicious damage

The following information is required to process your replacement request:

  • Your order number
  • The name and email address used to place the order
  • Photo or video evidence clearly showing the fault

If the case is deemed valid we will cover all costs to deliver a replacement as quickly as possible