Policies
- Contact Us
- Shipping & Delivery
- Privacy & Security
- Returns & Replacements
- Payment, Pricing & Promotions
- Contact Us
- Reach us by email or telephone, Eastern Standard Time. We are always here to help, 804-647-8602 or toll-free 800-518-8068 or email info@totsongo.com.
- Shipping & Delivery
- Tots on the Go
will ship for FREE purchases totaling
over $99 (this includes the continental US only). For
orders under $100, shipping charges will be flat $7
rate. We do offer UPS 2nd Day Air. Upon checkout you
can choose 2nd Day Air and our sytem will calculate
the rate to your destination.
Please allow 2-4 business days for us to process and ship out your order. Although normal packaging time is 1-2 business days, it all depends on our current inventory levels. We will contact you if it will take longer due to shortages. If ordered products are not in stock and will not be shipped out within 5 business days, we will contact you via email to let you know the status of your order and it's expected ship date. This processing time does not apply to items shipped directly from the manufacturer.
All items will be shipped via UPS ground and a tracking number will be sent to you when items have shipped. Items will typically ship next business day, if not same day, unless otherwise notified.
- APO/FPO shipping
Available
We are happy to assist you in sending packages to APO and FPO locations. These packages must all ship via USPS Priority Mail for faster service. Please note that some oversized packages cannot ship via USPS. Most strollers can be shipped via USPS but we will contact you if your order is unable to be shipped via this method.
- Privacy & Security
- This privacy notice discloses the privacy practices for Totsongo.com. This privacy notice applies solely to information collected by this web site. It will notify you of the following:
What personally identifiable information is collected from you through Totsongo.com, how it is used and with whom it may be shared. What choices are available to you regarding the use of your data. The security procedures in place to protect the misuse of your information. How you can correct any inaccuracies in the information. Information Collection, Use, and Sharing Totsongo.com are the sole owners of the information collected on this site. Totsongo.com only has access to/collect information that you voluntarily give us via email or other direct contact from you. Totsongo.com will not sell or rent this information to anyone.
Totsongo.com will use your information to respond to you, regarding the reason you contacted us. Totsongo.com will not share your information with any third party outside of our organization, other than as necessary to fulfill your request, e.g. to ship an order.
Unless you ask us not to, Totsongo.com may contact you via email in the future to tell you about specials, new products or services, or changes to this privacy policy.
Your Access to and Control Over Information: You may opt out of any future contacts from us at any time. You can do the following at any time by contacting us via email at info@totsongo.com, or phone, 804-647-8602: See what data we have about you, if any. Change/correct any data we have about you. Have us delete any data we have about you. Express any concern you have about our use of your data.
Security We take precautions to protect your information. When you submit sensitive information via the website, your information is protected both online and offline.
Wherever Totsongo.com collects sensitive information (such as credit card data), that information is encrypted and transmitted to us in a secure way. You can verify this by looking for a closed lock icon at the bottom of your web browser, or looking for "https" at the beginning of the address of the web page.
While we use encryption to protect sensitive information transmitted online, we also protect your information offline. Only employees who need the information to perform a specific job (for example, billing or customer service) are granted access to personally identifiable information. The computers/servers in which we store personally identifiable information are kept in a secure environment.
Orders: Totsongo.com requests information from you on our order form. To buy from Totsongo.com, you must provide contact information (like name and shipping address) and financial information (like credit card number, expiration date). This information is used for billing purposes and to fill your orders. If we have trouble processing an order, Totsongo.com will use this information to contact you.
If you feel that we are not abiding by this privacy policy, you should contact us immediately via telephone at 804-647-8602 or via email at info@totsongo.com. - Returns & Replacements
- If you are unhappy with something you have bought you can return it to us within 45 days of your purchase.
- If a product has been damaged during shipment to you, or if there is a problem with the order, please call us immediately at 804-647-8602 or email us at info@totsongo.com and we will remedy the situation quickly.
- If you'd like to return something, it must be unused, in the condition you received it in in order to receive a full refund. Please note that all shipping costs will be deducted from return/exchange amount even if shipping to you was free with your order. It should also be complete with all warranty cards, original box, and instructions. If it isn't in new condition you will be charged a restocking and/or re-boxing fee based on the missing items and its condition. If you refuse the delivery of a package without prior consent, you'll be charged for return shipping.
- Please contact us before returning any items for an RA number. Any items returned without an RA# will automatically be subject to a restocking fee. Sale items are final sale only.
- All refunds are issued to the credit card used for the original purchase.
Returns or exchanges after 45 days of purchase:
Non-sale products received in brand new condition that are returned in the original package (including original box, packaging, and written materials such as warranty and instructions) will receive a store credit for the full purchase amount less all shipping charges. Please note that all shipping costs will be deducted from return/exchange amount even if shipping to you was free with your order. Unless special arrangements are made prior to ordering (for shower gifts or babies that have not arrived yet), no returns will be accepted after 90 days past the purchase date. Please contact us before returning any items for an RA number. Any items returned without an RA# will automatically be subject to a restocking fee. Sale items purchased are final sale only.
Please note: Items received for exchange or return that are not complete, including all original warranties, manuals etc. or show signs of use will be subject to a 10%-30% restocking fee. We reserve the right to refuse any return that is not in new, re-saleable condition. Please allow ten (10) business days for your return/exchange to be processed from the day it is received.
Please call or email us if you have any questions 804-647-8602, info@totsongo.com
What do I do if I receive a defective or wrong product?
While this is an unusual occurrence, please call us a soon as possible if you receive an item that is defective or not the product you ordered. We will work with you to make the process as easy as possible. If you received a damaged product, the necessary replacement part or item will be shipped out to you promptly via the same method originally shipped to you with no further charges. If it is necessary, we will replace the whole item at our expense, but most items can be easily fixed with a replacement part. If a shipped box arrives in damaged condition with a damaged product inside, please DO NOT THROW away this box as the shipping carrier needs to inspect the damaged box/good and save all packing materials as well. You will not be responsible for any additional shipping charges.How do I return a product to you?
Please contact us first (either by phone or email at info@totsongo.com) and we will issue you a return code. Items returned without an RA number will automatically be subject to a restocking fee. Then you have two options for shipping the product back to us:
Option 1: You can ship the product back to us at your expense (please insure all products), using the mail carrier of your choice
Please ship it to: Tots On The Go, 13541 East Boundary Road, Suite 116, Midlothian, VA 23112
Option 2: Tots On TheGo can send you a shipping label to make the return/exchange process easier or order a pick-up by UPS ground for strollers or other large items. If you choose to have us coordinate your returns shipping, please note that the cost of the return shipment will be deducted from your refund. The return shipping fee cannot be calculated until your package has reached our warehouse and the shipper has closed their billing cycle.
Please Note: All packages refused by customers without prior written consent will be charged shipping costs and a minimum restocking fee. - Payment, Pricing & Promotions
- We accept Visa, Mastercard and American Express.
If you have found a verifiable lower delivered price on in-stock merchandise from a reputable authorized dealer, we will do our best to meet the price. Please call 800-518-8068 to request a price match.**Coupons, auction sites, certificates, clearance sales, and refurbished models are not applicable to price matches.
Richmond Savvy Saver card or Facebook Fan discounts do not apply to the following products at Tots on-the-Go: any Phil&Teds stroller, or any other new products just released. You may NOT apply more than one discount to an order and no discounts can be used on already marked down items. Please feel free to call us to see if a specific product can have a discount applied to it.
