Delivery and returns

DELIVERY

Where we ship
We currently ship worldwide but there may be some countries where we cannot, due to high shipping costs or regulatory reasons*. This will be indicated at checkout.

For US customers, please visit us.yotoplay.com.
For European customers (except UK), please visit eu.yotoplay.com.
For all the other countries, please visit yotoplay.com

For Australian customers, please visit au.yotoplay.com

*We currently don’t ship to: Åland Islands, Albania, Andorra, Armenia, Belarus, Bosnia & Herzegovina, Bouvet Island, Cyprus, China, Faroe Islands, Georgia, Greenland, Guadeloupe, Iceland, Kosovo, Liechtenstein, Malta, Mayotte, Moldova, Montenegro, North Macedonia, Norway, Réunion, San Marino, Serbia, Svalbard & Jan Mayen, Switzerland, Turkey, Ukraine, Vatican City, India, United Arab Emirates.

Shipping times

Shipping times vary by location - if your ordered products are in stock we will aim to dispatch by the next business day. Please expect 2-4 business days from dispatch date. 

Despite the effect that Coronavirus is having on the world, we can confirm that orders are being dispatched as normal. 

Cost of delivery

We currently offer free delivery to Canada (subject to minimum order value - $50). For lower order values, the shipping cost will be indicated at Checkout. Note that shipping costs are calculated after discount code or tokens have been applied. 

Standard Shipping cost: 
Order value $0 - $20: $5 

Order value $21-$49.99: $25

Returns

When purchased from yotoplay.com, you can return Yoto Players, Single Yoto Cards, Yoto Card Packs or Yoto supplied accessories within 60 days of purchase, for any reason.

The product must be undamaged, with its original packaging, and with all the original contents. Return arrangements may vary by region (details below).

For Yoto Club, a subscription service where we send two mystery Yoto Cards to members each month, due to the nature of Yoto Club, we do not accept returns on any cards received as part of Yoto Club, unless they are found to be faulty and a replacement is needed.

You can cancel your Yoto Club membership at any time. This will take effect immediately but must be done at least 2 working days before the monthly payment is due to be taken in order to cancel for the following month.

 Returns Process from Canada

  1. Send an email to returns@yotoplay.com, or visit support.yotoplay.com describing your fault so we can see if we can help you without needing to return your product
  2. If we cannot troubleshoot and get your product working again before returning, then we will give you a Returns Authorisation Number (RAN) and email you a Returns Form
  3. Print the Returns Form that we email to you, and make sure you include it inside your packed returned product
  4. Package the return to avoid any damage, and mark it for shipping to the address we provide in the email with the RAN marked on the outside of the package
  5. If you are returning from an address in the USA or Canada, and your product has developed a fault in the first 30 days of ownership, then Yoto will pay for the return shipping and will confirm arrangements during this process.
  6. If your product has developed a fault outside of the first 30 days of ownership, or are returning from outside the USA or Canada then you will need to arrange and pay for the shipping. It is your responsibility to also arrange any insurance and packaging you deem appropriate, and you accept the responsibility of risk for any loss or damage during shipping.
  7. Once we have received the product, and if the item is in satisfactory condition then we will repair or replace and return it to you as soon as possible, we would expect to ship back to you within 5 working days of receipt
  8. For product that is faulty within the first 30 days we will offer a brand-new replacement, on receipt of your faulty product
  9. If the product is returned damaged, incomplete or not in the original packaging this may result either in a charge for any missing items, a reduction to any refund (if a yotoplay.com customer) to compensate for the loss in value, or the returned product being made available for your collection without refund.

Please note, if it is your responsibility to arrange shipment you will need to arrange: any insurance you deem appropriate, packaging and payment for the return of any goods under this policy, and you accept the responsibility of risk for any loss or damage during shipping. In all cases we recommend that you make sure you keep a copy of the shipping documents and your tracking number until your refund has been processed. 

Yoto will pay for the return of your repaired or replaced product.

If you wish to request a refund rather than have a repair or replacement, and you purchased your Yoto product from Amazon or any other retailer, whether online or at a retail outlet, you must return them to your point of purchase. Different retailers will have different rules so please be sure to check in advance of doing so.

All Policies and Processes remain subject to change at any time. Current versions will always be available to view at the Yotoplay website

Refunds

Once your return is received and inspected, we will notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment within 7 working days.

Late or missing refunds 
If you haven’t received a refund yet, please follow these steps:

  1. First, check your bank account again
  2. Then, contact your credit card company. It may take some time before your refund is officially posted
  3. Next, contact your bank. There is often some processing time before a refund is posted

If you’ve done all of this and you still have not received your refund yet, please contact us. 

Sale items
Sale items will be refunded up to the value they were sold at

Exchanges
We only replace items if they are defective or damaged. If you need to exchange it for the same item, please contact us for further details.

Gifts 
Refunds will only be made to the original purchaser of the goods. If the refund is in the form of a discount voucher then that voucher is transferable.

 

 

 

Yoto Player is a carefully connected screen-free speaker for kids

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Yoto player

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