Frequently Asked Questions

We're here to help! Hopefully your question is answered below. If not, feel free to contact us.

Delivery and Returns
Where do you deliver to?

We ship to addresses across the USA and Canada from our fulfilment center in California. 

How long will delivery take?

Shipping times may vary by location - if your ordered products are in stock we will aim to ship by the next business day.

US Standard shipping time: 3-5 working days from dispatch 
US Priority shipping time: 1-3 working days from dispatch

How much does delivery cost?

Shipping across the USA is free on all orders over $40 and smaller orders will be subject to a $10 shipping cost. At this time, all shipping to Canadian addresses to subject to a $15 shipping cost.

I haven’t received an email confirmation after I purchased from you

Sorry about that! Please contact us here and we’ll get that sorted promptly.

My item hasn’t arrived

Postman Pat has a lot to answer for. Please contact us and we’ll look into it straight away!

My item arrived damaged

Yikes! We’re sorry about that. Please contact us at Customer Support and we’ll get a replacement out to you asap!

About customs duties

Items for delivery outside the European Union may be subject to import duties, taxes and fees. These are levied once the items reach the specified destination.

You, the customer, are responsible for import duties, taxes and fees incurred on your purchases. However, for orders placed on our website, you will be charged the delivered price. Customs authorities may request personal information such as Social Security number when inspecting your parcel; failure to provide this information to Customs will result in the parcel being returned, we therefore recommend that the recipient’s telephone details be included with the order. In this instance we are unable to refund the cost of postage and packaging.

Please note that for items you order, you are considered the importer and must comply with all laws and regulations of the country in which the items are to be delivered. Please note that cross-border deliveries are subject to opening and inspection by customs authorities.

Yotoplay.com cannot guarantee that your goods will arrive in the same condition that they were dispatched should they be subject to inspection.

What's your Christmas shopping returns policy?

For purchases from the 1st October 2020 to the end of the year we will accept returns requests either to the end of January 2021, or 60 days from the date of your purchase, whichever is the later. More information about returns here. 

Yoto Player
What is a Yoto Player?

Yoto Player is a carefully connected screen-free speaker made for children. It's controlled with physical cards, playing only the audio content you want them to listen to.

Does Yoto Player require WiFi?

Yes, you need a 2.4Ghz WiFi connection in order to setup Yoto Player. When you insert a Yoto Card into Yoto Player it downloads the content from our server. Once it has downloaded the content, then it can be used without being connected on future occasions*. The player has up to 140 hours/ 8Gb of audio storage. 

*Note that you can disconnect Yoto Player from the Wifi via the app.

How robust is Yoto Player?

Yoto Player has gone through rigorous 'lifetime testing' whereby we put the player through extreme use replicating real world scenarios. Imagine a machine that presses the buttons thousands of times, or a platform that vibrates continuously for hours on end. To add to that we put the Player through drop testing to ensure no small parts break off. You may see some minor scuffs and scratches if it gets thrown around and dropped, but functionally shouldn't be affected.

How do you set up Yoto Player?

Download the Yoto App for iOS or Android which will guide you through our very quick setup process. It normally take only a few minutes to get Yoto Player up and running!

Is it waterproof?

Yoto Player isn’t waterproof. Please keep it away from the bath!

Where can I buy Yoto Player?

Yoto Player is currently available to purchase here at us.yotoplay.com. We'll be adding additional stockists in the near future.

How long does the battery last?

It depends on usage and content. Expect at least 6 hours continuous play and 8-10 hours on standby. We will be continuously improving this via software updates.

My kids have smeared food/toothpaste/bodily fluids (delete as applicable) all over their Yoto Player. What’s the best way to clean it?

The Yoto Player is designed to be pretty robust so you can simply clean it with normal, non-corrosive household products.

What age is Yoto Player suitable for?

Yoto Player is suitable for use by anyone aged 3 and over. However our content library contains cards suitable for children from birth to 12 years old.

Yoto Club (UK only)
What is Yoto Club?

Yoto Club is our subscription service. As a member, you will receive a selection of new content straight to your door. These cards will be brand new to Yoto and not yet available to buy on the store.

Is Yoto Club available in my area?

Yoto Club is coming to the USA - soon! You can sign up for more info here.

What do the Yoto Club packs include?

This is the fun part! You will not know what the packs contain until they arrive, making it a fun surprise for children. They will contain a mix of content not yet available from the Card Store and are curated to be able to appeal to a wide range of age groups.

What happens if I change address?

Please login to your account and update your address. Feel free to contact us as well if you want to check we’ve updated our records!

Yoto App
What does the Yoto App do?

The Yoto App allows you to get your Yoto Player online and remote control your Player. You can scan cards on the app and play them straight from your phone*. There is also some content you can access to free. We're adding really exciting new features and will update the App as soon as they're ready!

*Phones with NFC Reader are compatible with this feature: Iphone (7 and above), Samsung Galaxy (S5 and above), Huawei (P10 and above), Pixel and above (including XL models) and others (OnePlus, Motorola, LG, Nokia, Sony, HTC). More information here

How do I download the Yoto App?
Do I have to buy a Yoto Player to make use of the app?

Not at all! The Yoto App is filled with great features and content for users who don't own a Yoto Player.

Yoto Cards
How do Yoto cards work?

Yoto Cards work using NFC technology, just like in your contactless credit card. They contain a link to the content which is stored on our servers. When inserted into Yoto Player, the Player downloads the content.

Do I have to buy a Yoto Player to play cards?

Using Yoto Cards with Yoto Player is the best way for kids to engage with our audio. However, you can also play cards from your Yoto Library in the App - both on your phone, or from the Player itself.

How durable are Yoto Cards?

We're no strangers to the trials of family life, so we made Yoto Cards out of plastic - just like a credit card. We're currently exploring other hard-wearing, but more sustainable, options.

Make Your Own Cards
What are Make Your Own cards all about?

With Make Your Own cards, you can choose what you want to put on them, so it’s time to get creative.

You can make a card from stories, songs and sounds that you record yourself. Or you can use songs from your own music collection - if you have a bunch of MP3s you’d like to make a playlist from.

You can also make cards from our curated selection of radio stations and podcasts - which are available on the app - so that you can play these on Yoto Player, directly from a card.

You can even make cards for radio stations and podcast episodes not featured on the Yoto app. And you can make replacement cards for ones you have temporarily misplaced behind the sofa!

And if you want to update a card with new tracks, you can do this. And if you want to put something completely different on the same card, you can do that too, just by repeating the instructions below.

What content can I link to blank cards?

There are plenty of audio types to use with Make Your Own Cards! We recommend MP3s that you own and voice notes, or use URLs to link your favourite podcast episodes or live radio streams. For more info, visit the Make Your Own Card support pages here.

How much can I put on each card?

The limit for each card is as follows:

- 100 tracks per card

- 100MB maximum file size of any single track

- 500MB maximum total file size of the audio content for any one card

What format can I use to make my own Yoto cards?

You can make Yoto cards with any content that you own that is in MP3 or AAC/M4A format.

Can I reuse a Make Your Own card?

The answer is a simple, yes!

If you want to put different content on a Make Your Own card, just go through the same steps as you took to make the card in the first place, and the new content will overwrite the old content.

Can I make cards from iTunes content?

Yes. iTunes uses AAC/M4A so your owned iTunes content should work on Yoto. Please note you will need a desktop computer to extract your audio files from iTunes.

Can I make cards from Spotify content?

Spotify is a streaming service, with a subscription payment model, so you can't download music in MP3 or AAC. There is not currently any support to play Spotify playlists on Yoto.

Account
Why do I need an account?

We require customers to create an account so that we can ensure any content that you have purchased is correctly added to your account, meaning you can access it. If you are a Yoto Club customer, we also must have an up to date address and email address for you so that we can continue to send your cards to the correct location.

I’ve forgotten my password

Go to the login page and select the Forgotten your password? link.

Data Privacy
What do you do with my information?
Children's Online Privacy Protection Rule

The Owner does not intend for our websites, our Yoto player or cards (“Products”) or online content services (“Services”) to knowingly collect or solicit any information (directly or indirectly) from anyone under the age of 13 or knowingly allow minors under the age of 13 to disclose their Personal Data to the Owner or third parties the Owner works with.  The websites, Products and Services are directed to Users who are permitted to share their Personal Data without parental consent.  If you believe that the Owner might have any information from a child under 13, please contact the Owner as directed below in the “Contacting Us” section. You may mark your inquiry “COPPA Information Request.” Parents can learn more about how to protect children’s privacy online here.

Yoto Referral Scheme
Where can I find my referral link?

If you have signed up to marketing emails at checkout, you will receive your referral link by email within 24hours of placing an order on us.yotoplay.com. 

If you have not accepting marketing emails, then just login here by using the email you have used to make your purchase. That will direct you to your link.

Note: you need to be a Yoto customer in order to get a referral code. 

How do I refer a friend?

To refer a friend, simply share your referral link with them via email, text, WhatsApp, carrier pigeon, social media – or any other way you wish.

What rewards can I earn? How can I use them?

For each friend that buys a Yoto Player, you get $10 credit. Currently you can use your credit on us.yotoplay.com to purchase any Yoto products.

The credit is sent to you by email 7 days after your friend has made a purchase. 

What rewards do friends I refer get?

By using the link you send, your friend(s)* will receive $10 off a Yoto Player.

*Referral code only works for new customers.

How do my friends use my referral link / code?

If your friend clicks your referral link, their discount will be automatically applied at the checkout.

Otherwise they can copy and paste your referral code into the coupon section in the checkout.

How do I track the referral status?

You can track your referral status by logging in to our referral page here. Note that the Yoto Account is different from the referral account.

Enter the email you used to make your purchase and log in. It will direct you to your referral links. Then click on "Your Rewards" (top right) to log in and view referral status and rewards. If you're logging in for the first time, you will need to set up a password.

Note: If your friend has made a purchase using your referral link and the order meets the requirements, the reward code will be available 7 days after the purchase has been made. 

Is there a limit to the number of people I can refer?

There is currently no limit to the number of people you can refer. Go wild before we change our minds!

Can my friend apply my referral code after making a purchase?

Your friend cannot apply referral code after a purchase has been made. Make sure they understand this before they purchase.

Are all purchases rewardable?

Only the first purchase made by your friend is rewardable. For example if they purchase a second player using your code, they will be able to use the referral code but you won't get rewarded a second time.

You cannot refer yourself. If you try to refer yourself, you may be banned from the scheme. This is automated and actioned by Referral Candy. 

Can I use multiple codes at checkout?

You can only use one code at a time at checkout. We are unable to combine the referral codes. Thanks for your understanding!

Kids in control with Yoto Player

Learn More
Yoto player

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Yoto club

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