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Customer Care at Totally Tots

About Us

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.

Contacting Us

The quickest, easiest way to contact us is via email at 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.

Return Policy

At TotallyTots, we want you to have a great shopping experience. For that reason we have put in place the following guidelines for returns.
Returns If 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.
Procedure for returns Please contact us at 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 purchases.


View our Shipping Policy which has answers to your questions about shipping and packaging. Track packages here.

Placing Phone Orders

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 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!

Frequently Asked Questions (FAQ)

Q. What is the best way to contact Totally Tots?

The absolute best way to contact us is to send an email to 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?

No longer Available means that we will not be getting the item back in stock in the future.
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 that.

Q. What happens if I need to exchange a gift?

A. We are happy to help you with an exchange. First, contact us as 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.

Q. What 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 delay?

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 respond.

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 Page.

Q. An item I want is listed as Special Order. How long does it take to get, and can I return it?

A. Special 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 call.

Q. Do you have a physical store location?

A. Although 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.

Q. What 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 printed out.

Q. When 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.

Q. When 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 We'll respond quickly!

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