FAQ
Thank you for inquiring about the YOTTOY Soft Toy line! We hope you'll find answers to your questions here. If you have any further questions, please send us an email at yottoy@yottoy.com. We would love to hear from you!
How do I order by phone?
Call our Customer Service number at 1.877.YOTTOYS from 11 a.m. to 7 p.m. EST, Monday through Friday. During these hours, a YOTTOY customer service representative will happily assist with your order. During off-hours or if order agents are busy with other customers, please feel free to leave us your name and phone number and we will call you back!
Where can I buy YOTTOY products?
Our toys are sold in many children's toy and gift stores, bookstores, chic boutiques, catalogs, and department stores. We believe our soft toys are best appreciated when you can hold and hug them! This is the best way to feel the high-quality fabrics, size, and weight of each soft toy. It's also the best way to see all of the attention to detail that makes each YOTTOY Soft Toy so special.
Our find a store page can help you find the store closest to your zip code. We always recommend that you call a store first to make sure they carry the specific YOTTOY item you are looking for. If you are unable to find the YOTTOY in a store near you, you can order directly from our web site. If you have a favorite store in your area that does not yet carry our soft toys and you think they would make a perfect home for our line, please let us know. We love to introduce the YOTTOY Collection to stores that come recommended by those who know best - you! Thank you for sharing!
Does YOTTOY gift-wrap?
Yes we do! You may add gift-wrap to any order for just $4.95. We take the time to ensure perfection in every gift-wrap, which includes a colorful YOTTOY gift bag, sunshine yellow tissue, and a festive note card.
Some of our items are sold as gift sets, and we will add a handwritten message from you to make your gift extra special!
Is there a minimum order?
Yes, our minimum order is $10 (before shipping); although once you start shopping with YOTTOY you may not be able to resist buying more than one!
Do you charge sales tax?
In accordance with regulations of the State of New York, applicable sales tax is automatically calculated based on your order value and shipping charges for shipments to residents of New York State. Shipments to destinations other than New York State are not charged sales tax.
What is your return policy?
We are proud of our products and want you to be happy and satisfied.If for some reason you are not satisfied with a product, you can send unused YOTTOY products back to us within 15 days for a refund or 30 days for an exchange or merchandise credit. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.
To complete your return, we require a receipt or proof of purchase.
There is a 20% re-stocking fee for all returned items. To be eligible for a return, your item must be returned in new condition in its original packaging with all accessories.
Refunds:
Once your return is received and inspected, we will send an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment.
Shipping:
Please include a written statement including your name, address, daytime phone number, description of items returned, and reason for return. Use a trackable shipping service, and insure the whole value of the package, because we can’t guarantee that we will receive the returned item.
Ship your item prepaid to:
YOTTOY Productions, Inc.
226 E 54th Street, 9th Floor
New York, NY, 10022
You will be responsible for paying for the shipping costs. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Please retain your postal insurance receipts. Credit in the amount of the purchase price, excluding shipping, gift packaging charges and 20% re-stocking fee, will be issued to the same credit card account as used for the initial purchase. Please allow at least 21 business days from the date of return for the credit to be processed.
Late or missing refund:
- If you haven’t received a refund yet, first check your bank account.
- Then contact your credit card company since it may take some time before your refund is officially posted.
- 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, please contact us at yottoy@yottoy.com.
Exchange:
If you need to exchange your item for the same item, send us an email stating your request to yottoy@yottoy.com and send your item to: 226 E 54th Street, 9th Floor New York, New York USA 10022.
Gift:
- If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be e-mailed to you.
- If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to him/herself, we will send a refund to the gift giver and will find out about your return.
Where will YOTTOY ship?
YOTTOY ships all over, from the smallest towns to the largest cities nationwide. Our website is also now equipped to accept international orders!
When does YOTTOY ship?
Orders received by 2pm EST, Monday — Friday will ship within 24 – 48 hours from our New York studio headquarters. You will receive an email notice from our order system when your order has been processed for shipping.
We do not ship orders on weekends or holidays, nor do these days count as transit days.
How long does shipping take?
Transit times are not guaranteed on standard shipping... but you can expect at least 5 business days from New York City to the west coast, and a shorter time frame for locales in between.
How much does shipping cost?
Shipping will be calculated based on your ship-to address.
Is there a way for me to track my order?
Tracking information will be sent via email when your order has shipped. You can also create an account so you are able to log in and check your order status.
How are YOTTOYS made safe for children?
The safety of our products is YOTTOY’s highest priority. All YOTTOY products undergo stringent testing for safety by independent laboratories to meet U.S. ASTMF963 and CPSIA Toy Safety Standards. Hangtags and sewn-in-labels on every product state the appropriate age grading for each toy.
How do I wash and care for my YOTTOY Soft Toy?
Everyone needs to clean up sometimes!
We believe the best way to wash our toys is to surface wash. For soft toys, use a clean cloth, lukewarm water, and a mild liquid detergent to lightly blot the fabric. For best results, test the detergent on a small area of the soft toy. After cleaning, squeeze the soft toy several times in a clean towel to ensure the removal of excess moisture. Allow your YOTTOY Soft Toy to air dry for at least 48 hours. Fluff and brush your YOTTOY Soft Toy and return it to the arms of its appreciative owner!
How do I identify my YOTTOY soft toy?
We believe all of our YOTTOY Soft Toys are identifiable through the careful construction and attention to detail that every toy receives! In addition, all authentic YOTTOY Soft Toys boast a YOTTOY logo securely stitched onto their bodies. This truly identifies a toy as an exclusive YOTTOY! The sewn on logo, known as our "Smile of Approval", assures that every YOTTOY Soft Toy onto which it is sewn has been carefully designed, styled and constructed according to our exact specifications. We hope you notice and value the quality difference!
If you would like to develop your own exclusive toy, please call us at 212-594-2202 to learn more!
Are my orders and information on your website secure and private?
We have made certain that all shopping and personal information supplied to us at our site is safe and secure. Your sensitive personal information is sent through Secure Socket Layer (SSL) encrypted software, which is technology that ensures the information you send is safe. If you prefer, we are happy to receive your order by phone, fax or standard mail. Unlike many other companies, we will never give your name to other companies' mailing lists. We do keep your name and address in case we need to contact you about an order or information you specifically request.