Welcome to the magical world of TONIES! We’re delighted you’re here. Below you’ll find answers to our most commonly asked questions about our screen-free storytelling companions, designed to spark imagination and create cherished family moments.
About Our Products
What age groups are TONIES products designed for?
Our carefully curated collections are designed for children at different developmental stages:
- 0-2 Babies & Toddlers: Simple stories and soothing sounds
- 3-4 Preschoolers: Engaging tales to spark early learning
- 5-7 Little Kid: More complex stories for growing imaginations
How do TONIES figures work?
Each TONIE is a hand-painted storytelling figure that works with our Toniebox audio player (sold separately). Simply place the figure on the box and the magic begins! The figures provide screen-free audio content including stories, songs, and educational material that helps develop listening skills and encourages independent play.
Do I need to buy a Toniebox separately?
Yes, our storytelling figures require the Toniebox audio player to function. The box is sold separately and comes with one or two starter Tonies depending on the package you choose.
Ordering & Account Questions
What payment methods do you accept?
We accept all major credit cards including Visa, MasterCard, and JCB. We also accept PayPal for your convenience.
How can I track my order?
Once your order ships from our New York headquarters, you’ll receive an email with tracking information. You can use this to follow your package’s journey to your doorstep!
Can I change or cancel my order after placing it?
We process orders quickly to get your Tonies to you as soon as possible. If you need to make changes, please contact us immediately at [email protected] and we’ll do our best to accommodate your request.
Shipping & Delivery
What are my shipping options?
We offer two convenient shipping methods:
- Standard Shipping ($12.95): Via DHL or FedEx, arriving 10-15 days after dispatch (perfect for time-sensitive gifts)
- Free Shipping: Via EMS for orders over $50, arriving 15-25 days after dispatch (great for budget-conscious families)
How long does order processing take?
Our team carefully prepares each package within 1-2 business days before it’s handed to the carrier. You’ll receive a shipping notification email when your order is on its way.
Do you offer expedited shipping?
Currently, we don’t offer expedited shipping options beyond our Standard Shipping. We recommend ordering early for special occasions to ensure timely delivery.
Returns & Exchanges
What is your return policy?
We want you to be completely satisfied with your TONIES experience. You may return any item within 15 days of delivery for a refund or exchange. Items must be in their original condition with all packaging.
How do I initiate a return?
Please contact our friendly customer service team at [email protected] within 15 days of receiving your order. We’ll provide return instructions and process your refund once we receive the returned item.
Who pays for return shipping?
Customers are responsible for return shipping costs unless the return is due to our error (such as shipping the wrong item). We recommend using a trackable shipping method for returns.
Customer Support
How can I contact customer service?
Our dedicated team is happy to help! You can reach us at:
- Email: [email protected]
- Mail: 1448 Angus Road, New York, US 10038
Do you offer gift wrapping?
Currently we don’t offer gift wrapping services, but our packaging is designed to be gift-ready with colorful, child-friendly designs that make presentation special.
Didn’t find the answer you were looking for? Our magical customer service team is always ready to help at [email protected]. We’re honored to be part of your family’s storytelling journey!