At Tonies®, we’re dedicated to bringing magical storytelling moments to your family. We want you to be completely satisfied with every purchase. Below you’ll find all the details about our shipping options and our straightforward return process.
Shipping Information
We ship globally (excluding some remote areas and parts of Asia) using reliable carriers to ensure your Tonies® products arrive safely at your doorstep.
Shipping Options:
- Standard Shipping:
- Carrier: DHL or FedEx
- Cost: $12.95
- Delivery Time: 10-15 business days after dispatch
- Free Shipping:
- Carrier: EMS
- Available for orders over $50
- Delivery Time: 15-25 business days after dispatch
Order Processing Time: All orders are processed within 1-2 business days before shipping. You’ll receive a confirmation email with tracking information once your order ships.
Easy Returns & Exchanges
We accept returns and exchanges for most items within 15 days of delivery, including:
- Back to School Tonies
- Bedtime Tonies
- Greatest Hits collections
- Cases & Bags
- TOYS & BOOKS items
Please Note: For hygiene reasons, we cannot accept returns on opened or used Tonies® figures that have been removed from their original packaging. Digital content purchases are also final and non-refundable.
Simple Return Process:
- Initiate Your Return: Email us at [email protected] within 15 days of receiving your order with:
- Your order number
- The item(s) you wish to return/exchange
- The reason for return
- Wait for Approval: Our customer service team will respond within 2 business days with return instructions and an RMA number.
- Package Your Item: Securely pack the unused, undamaged item in its original packaging with all accessories.
- Ship Your Return: Send the package to: Tonies® Returns
3528 Seasons Dr
Nashville, TN 37013
United States Include a copy of your order confirmation or the RMA number clearly marked on the outside of the package. - Processing: Once we receive your return, we’ll process it within 3-5 business days.
Return Shipping
Customers are responsible for return shipping costs unless the return is due to our error (wrong item shipped or defective product). We recommend using a trackable shipping method as we cannot be responsible for lost return packages.
Refund Information
Refunds will be issued to the original payment method within 5-7 business days after we receive and process your return. Shipping fees are non-refundable.
For exchanges, we’ll ship your new item once the return is processed. If the exchange item is of higher value, you’ll be charged the difference.
Damaged or Defective Items
If you receive a damaged or defective item, please contact us immediately at [email protected] with photos of the damage. We’ll arrange for a replacement or refund at no additional cost to you.
Return Request Template
Use this template to request a return or exchange:
Subject: Return/Exchange Request – Order #[Your Order Number]
Dear Tonies® Customer Service,
I would like to request a [return/exchange] for my recent order #[Your Order Number].
Details:
- Item Name: [Product Name]
- Reason for Return: [Please specify]
- Preferred Resolution: [Refund/Exchange for (specific product if exchanging)]
Please let me know the next steps to complete this process.
Thank you,
[Your Full Name][Your Contact Information]
Need Help?
Our friendly customer service team in Nashville is happy to help with any shipping or return questions. Contact us at [email protected] and we’ll respond within 2 business days.
We appreciate you choosing Tonies® for your family’s magical storytelling moments. While we hope every purchase brings joy, we understand that sometimes returns are necessary and we aim to make the process as easy as possible!