Care at Totally Tots
Read all about our
history, our mission, and our commitment to making this a lasting
friendship! Know that our commitment to you does not stop at your
order - it continues throughout shipping and follow-up.
The quickest, easiest
way to contact us is via email at email@example.com.
If you are inquiring about an order already placed, please include
your name and order number along with your inquiry. Please DO NOT
send sensitive information, like Credit Card numbers via email.
we want you to have a great shopping experience. For that reason
we have put in place the following guidelines for returns.
an item is found to be defective we would be happy to exchange
it for the same or similar item. Otherwise, we are happy to
issue a refund to the purchaser for unused, resaleable items
if you are unsatisfied within 14 days of receipt. If you are
the recipient of a gift and wish to return it, we will issue
a Totally Tots credit. To return for any reason, you must
contact us by email or phone before returning the item in order
to obtain a Return Authorization. Returns without this authorization
will not be accepted, and Special Orders are not returnable.
returns Please contact
us at firstname.lastname@example.org with the item name,
size, and date of purchase first to obtain a Return Authorization.
You will be given instructions for return at that time. Please
note that returns will not be accepted without this authorization.
In the case of an exchange, a credit will be issued if the desired
item is not available or if there is a balance left after new
View our Shipping
Policy which has answers to your questions about shipping and
packaging. Track packages here.
To place a phone order,
please call our Toll-Free CallBack Service at 877-416-8687 (which
is 877-416-TOTS) and leave a message with your name and phone number.
You can also send us an email at email@example.com.
Either way, one of our friendly and knowledgeable Customer Care
Reps will return your call and take your order. Local callers can
use 408 245-7903.
Placing Orders By Fax
To place a fax order,
place the items you want in your cart. Then click 'Fax Order' at
the top of the Shopping Cart, or click 'Secure Checkout' and then
click the 'Fax' link. This will take you to our fax form. Just fill
out the form online and fax it to us at 408 245-7943. You'll get
an email receipt once we enter your order into our secure system,
usually within 48 business hours.
We value your privacy
immensely. View our Privacy
Policy which states our use of your information.
See why our customers
have the Totally Tots Advantage!
Q. What is the best
way to contact Totally Tots?
best way to contact us is to send an email to firstname.lastname@example.org.
If you contact us by phone, you will reach our company voicemail
where you can leave a message. For status of orders or for matters
requiring immediate attention, please contact us via email.
Q. An item
I want is listed as 'No Longer Available' or 'Backordered' or 'Due
In'. What does that mean?
Available means that we will not be getting the item back in
stock in the future.
Backordered means that we anticipate getting it in in the near
future, but have no firm date. Please Note that Backorders
(orders for backordered items) will be cancelled if the item is
not available within 6 months.
Due In lists the date we anticipate getting the stock into our
warehouse, so shipping date will be about 2 business days after
What happens if I need to exchange a gift?
A. We are happy
to help you with an exchange. First, contact us as email@example.com
and let us know what you want to exchange and why.
Q. Who pays
for the shipping with a return?
A. That depends.
If it was our mistake, we will pay for shipping. Otherwise, the
recipient (or owner of the billing card of record) must pay for
the shipping of any returns. This includes package refusals and
packages that are otherwise undeliverable due to no fault of ours.
sizes do you carry?
A. We carry
children's clothing and accessories in sizes from Newborn to 5T.
Q. How long
before you ship an item?
A. Most of
our stock (non-handmade) items ship within 2-3 business days if
the order is placed by 12 noon PST Monday-Friday. Our handmade items
normally require and additional 2 business days (for a total of
4 days before shipment). Rush order service is available on most
items at an additional cost. You will be notified if an item cannot
ship within 48 business hours for stock items (non-handmade) and
will have the option of cancelling at that time.
Q. If an
item is not in stock when I order, when will I be notified of the
A. We work
very hard to ensure that our website lists items that are currently
in stock. If something is out of stock that we regularly carry,
you will see a notification before you place that item in your cart.
If for some reason an item that you ordered is not in stock but
that status is not reflected on the site, you will be notified via
email within 48 hours of your order being placed. Please note
that your credit card is not charged until your items ship. If you
need to be notified as soon as possible, please make a note in the
Comments Section when ordering, or send us an email and we will
Q. I like
the way your fleece products look, but I am not sure how they feel.
Can I get a swatch?
A. Yes you
can. Email us
your name, address, and pattern you are interested in and we will
send you a small swatch (for the feel - pattern won't necessarily
be distinguishable). Please note we need to limit the number requested
per address to two.
Q. Do you
have sizing information? I'm not sure what size to buy.
A. Yes, we
have a sizing
chart on our Gift Advice
Q. An item
I want is listed as Special Order. How long does it take to get,
and can I return it?
Order items will take up to 14 days for you to receive them. In
this instance, we do charge your card before we ship and the sale
is a final sale - no returns..
Q. How do
I find out of what material a product is made?
A. Each product
listing that has a description has a section that lists not only
fabric or material, but also size.
Q. I don't
give my credit card number online. Can I place a phone order?
A. You certainly
can place a phone order. Call 877 416-8687 10:00am to 6:00pm M-F
PST. Please leave your name and phone number, and we will return
your call so that you can place your order. If for some reason you
can't get through, please send us an email with the best times to
Q. Do you
have a physical store location?
we don't have a physical store location, we do our best to provide
accurate product information (like size, fabric or material information,
and cleaning instructions) and detailed pictures so that your product
questions are easily answered at the site.
Q. I have
a special theme that I am shopping for but I don't see every piece
I want for that theme on the site. Can I have something made custom?
A. We are happy
to help you work out a theme for your purchase. Please contact us
with what items you would like to match, and we will work with you
to create the perfect theme.
type of packaging does each gift come in?
A. If you ordered
one of our own hat/blanket sets, it comes ready to give in a mesh
bag with gift tag. Our other items will be shipped in protective
packaging for shipping.
Q. Can I
send a gift to someone else?
A. Yes. First
add all the items for that recipient to your shopping cart. When
you are ready to check out, select Secure Checkout. Simply fill
in the required sections of the form with your information and the
recipient's information. You can choose to add a gift message and
gift packaging as well. Press submit when you are done and we will
do the rest!
Q. Do you
have gift selection help available?
A. Yes. Please
select the "Need Gift Advice?" link on the left at any
point during shopping.
Q. Can I
get the package gift wrapped?
A. We do have
free gift packaging available. Just click the box that says "Include
Gift Tissue/Wrap" and type a brief note in the Gift Infomation
section of the Secure Checkout form. Your recipient will receive
the gifts with baby-festive or kid-festive gift bags and your gift
message on the receipt. The receipt has no prices that contains
the name and address of the sender and your original gift message
do you charge my credit card?
A. When your
items ship. You will also be sent an email the day after the items
ship with tracking information.
Q. How do
I track my shipment?
A. When you
receive your ship confirmation email, your package tracking info
is included. If you wish to track it from this site, click here.
can I cancel an order?
A. You can
cancel an order before we send it to our warehouse for shipment.
Once it has gone to our warehouse to be shipped, you cannot cancel,
but you can return it at your expense.
Q. How do
I cancel an order?
A. You can
send us an email requesting that we cancel the order. You should
include your name and order number in the email. Once we receive
the email and confirm that the order has not been sent to our warehouse
for shipment, we will cancel your order and send you a "Confirmation
of Cancellation" for your order. Your credit card number will
be deleted from our system at that time. Please note that until
you receive a "Confirmation of Cancellation" email, the
order has not been canceled.
Contact Us If
you have questions or comments, please email
us at firstname.lastname@example.org. We'll respond quickly!