FAQ

Placing Orders

Can I change or modify my order?

After an order has been accepted, we are unable to make any changes to any existing order. Please contact us via Live Chat (Monday through Friday 9:00 AM to 6:00 PM PST), or email us at support@yotoy.com. We may be able to cancel the order and begin a new order.

Note: If the order has already began to process, no changes can be made and a return request will need to be initiated upon delivery.

Can I place a wholesale order?

We value our partners very much, if you want to buy any products of our brand in bulk, please send an email to our email: support@yotoy.com and we will evaluate whether we can give a special discount.

Why do I get a zip code error message at checkout?

This occurs when the zip code entered for the billing address does not match what is on file with your credit card company.

Scroll below the credit card information and select "Use a different address" if the billing address is not the same as the shipping address. Enter the correct billing name and address. If this does not fix the issue, please contact your credit card company to confirm the billing address on file.

Shipping

What are your shipping rates?

We currently only ship to parts of the contiguous United States. Free shipping on orders over $49. Please visit our Shipping Policy for more current shipping rates.

When will my order ship?

We usually dispatch item(s) within 1-3 business days (business days do not include weekends or holidays). Order processing may take longer during promotion and festival events. We seek your understanding and patience.

For more details, please refer to the Shipping Policy.

Can I look up my order status?

We will email the tracking number when your order has left our warehouse. Please allow up to 1-2 working days for your tracking number to become active. You can track it at: 17TRACK.

If you have any questions, please send an email to support@yotoy.com. Our customer service staff will reply to you within 24 hours.

Returns

What is your return policy?

Yotoy gladly accepts returns within 30 days of delivery. If you are not 100% satisfied with your order, you have 30 days from the time of delivery to request a return. Returns will only be accepted if the item(s) are UNUSED and in the original packaging. Buyers are responsible for all return shipping costs.

Our products support a 180-day limited warranty.

How do I make a return?

A return request will need to be submitted before returning an item. Upon requesting a return, instructions will be provided on how to complete your return. The instructions will include the return address but a shipping label will not be provided. Buyers are responsible for return shipping costs and may select your preferred shipping carrier.

Who pays for return shipping?

Except in the case of damaged or defective merchandise, you are responsible for the cost of return shipping.

If your item arrives damaged or you were sent the incorrect item, please contact us at support@yotoy.com within 5 business days to report the problem. yotoy will provide further instructions and cover the cost of return shipping.

What happens if I receive damaged, missing, or incorrect items?

At Yotoy we strive to fulfill orders as quickly as possible with 100% accuracy, but we are only human and occasionally make mistakes. (Of the thousands of orders we process each month we typically maintain a 99.8% accuracy rate.) If we have sent you the wrong product or you are missing a product or products from your order, please remove all items from the packaging, spread them out so all items are visible, include the packing slip that arrived in the box (particularly the bottom portion of the packing slip which contains the initials of the individuals who picked and packed your order) and take a picture. Send us the picture in an email along with details of what exactly is missing or incorrect. Once we are notified of the issue, we will work with you to resolve it as quickly as possible. Please see the Shipping policy section for complete details.

Can I exchange an item?

We are unable to offer exchanges, but will be happy to help you process a return, place a new order, and waive the shipping fee on your new order.

If we were unable to answer your questions here, please contact us at email support@yotoy.com! Our team will reply you within 24 hours. If you’ve already placed an order please include your order number and provide as much detail as possible within the email so we can assist you.