Delivery and returns

DELIVERY

Shipping times

We ship from our Californian warehouse and shipping times will vary depending on your delivery location. The shipping services available are shown at checkout, including UPS Ground, USPS Priority and Next Day UPS.  If your ordered products are in stock we will aim to ship by the next business day.

Please only contact us if you have not received your order after 5 days from dispatch email. Thanks for your understanding. 

Due to COVID-19 restrictions, your order may take slightly longer than usual. For information regarding shipping times across the USA, and changes to UPS's Service Guarantee, please speak to your postal carrier.

Where we ship

We ship from the USA to the USA on this website (us.yotoplay.com).
For Canada customers, please visit ca.yotoplay.com
For European customers (not UK, but including Norway and Switzerland), please visit eu.yotoplay.com
For Australian customers please visit au.yotoplay.com
For the UK and all other countries, please visit yotoplay.com

For shipping to any other country there may be some countries where we cannot ship, due to high shipping costs or regulatory reasons, and this will be indicated at checkout.

Cost of delivery

We offer free US delivery (excluding U.S Outlying Islands)  for orders over $50. For lower order values, the shipping cost will be indicated at Checkout. Canada and U.S Outlying Islands delivery cost is $15. Note that shipping costs are calculated after discount code or tokens have been applied. 

RETURNS

When purchased from yotoplay.com, you may 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. You are responsible for delivery costs and ensuring it reaches us safely. We recommend sending by recorded post. 

Process:

1. Send an email to hello@yotoplay.com to request a Returns Authorisation Number (RAN), this is so you can confirm you’ll be sending your Yoto product(s) back
2. Print the Returns Form that we email to you, and make sure you include it inside your packed returned product
3. 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
4. If you are returning from an address in the USA or Canada then Yoto will pay for the return shipping and will confirm arrangements during this process.
5. If you 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.
6. Once we have received the product, and if the item is in satisfactory condition, we will refund your original payment within 5 working days.
7. If the product is returned damaged, incomplete (card packs need to be returned complete and as sold) or not in the original packaging this may result either in a reduction to your refund to compensate for the loss in value, or your return being made available for your collection without refund.

Where Yoto covers the cost of the return you must make sure that the shipping packaging is sufficient to avoid damage during shipping. In all cases we ask that you make sure you keep a copy of the shipping documents and your tracking number until your refund has been processed. 

If you have purchased from Amazon, please follow the instructions as described in your Amazon account.

If you purchased your items from any other retailer, whether online or at a retail outlet, you must return your product to the point of purchase.

Different retailers will have different rules regarding rights of return, so please be sure to check.

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

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.

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.