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customer service

customer service

Our customer service team understands the challenges of parenthood and goes above and beyond to assist you. Our goal is to make your shopping experience pleasant and simple. Whether you're a new parent, grandparent, or relative, we're here to assist you in delighting the children in your life.

Email us with any questions you may have.

Call 877.777.3811

Mon-Fri 8-2 Pacific Time

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Here is our list of Frequently Asked Questions to help you get your questions answered quickly! If you do not find your answer here then please contact us and we will be happy to help!

  • How do I contact your company?
    Our office hours are Monday Friday 8am to 4pm PST. There are two convenient ways to reach us:

    1. By phone at 1-877-777-3811 during our regular business hours. If you do not reach a live person, all customer service representatives are currently busy or our office is closed. Please leave us a message and your call will be returned as quickly as possible.

    2. By email at service@minitots.com
  • How much is shipping?
    Shipping and insurance are free on all our items all of the time.
  • Do you charge sales tax?
    Sales tax is only charged to orders shipping to California. The current tax rate is 9.25%.
  • Can you ship to APO/AE, Canada, US Provinces, Alaska, or Hawaii?
    Sorry, we only ship to the 48 contiguous United States at this time.
  • Can I pick-up my item?
    Items cannot be picked up because most of our items ship from various locations throughout the country directly from the manufacturer. We are happy to arrange delivery to the lower 48 U.S. states.
  • Can I pay extra to expedite shipping?
    If you need something by a certain date, please call or email us and we will do our best to accommodate your needs. Not all of our manufacturers will allow us to expedite the shipping but we are happy to check for you. If we can expedite the item(s) for you, additional shipping charges will apply.
  • How long does it take to ship items?
    Shipping times vary by item and estimated ship times can be found on the item page. We strive to be accurate with the stated shipping time for each item. Normally, this is the length of time to expect the item to ship out of the warehouse. However, in the unlikely event that there is a delay, we will work to keep you informed of the updated shipping information.
  • What if I find an item for a lower price?
    On every item's page, there is a link under the price for 'Seen It For Less'. Click that link, fill in the form and we will likely be able to match or beat the price. Competitors items must be the exact same finish, configuration, and style as ours, items need to be currently in stock on both our site and the competitor's site, and the item must be shipped to your home. We ask that you put the total price (Item price + shipping + sales tax) so that we can get an exact price comparison. We will email you within 24 hours with our findings.
  • What if I received some of my items but not all of them?
    When purchasing multiple items, we will ship your items as they arrive into the warehouse instead of holding your entire order until everything arrives. Please be sure to check the listings for shipping timeframes to get an idea on when to expect the remainder of your order.
  • How do I make payment?
    Payments are made at the time the order is placed. We gladly accept Visa, MasterCard, American Express and PayPal. Orders submitted with the incorrect billing information will need verification and therefore will be delayed. Please be sure to enter your billing information exactly as shown on your credit card statement so that we can process your order efficiently.
  • Do I need to assemble my items?
    Many of the items we carry require assembly. If you have questions on assembly, our customer service team is happy to provide additional detail and we encourage you to contact us with any questions.
  • What does it mean when an item is on backorder?
    Occasionally our manufacturers run out of items and they are put on backorder status. We will do our best to update our listing to reflect if an item has been placed on backorder. We will provide the manufacturers estimated restock date in the listing and provide you with email updates on the status as we receive them from our warehouse. Once your item has arrived back to the warehouse, it will be shipped out immediately.
  • Can I cancel my order?
    We are able to cancel your order only in the event that your item has not left the warehouse. Certain items are special order and cannot be canceled once we have placed the order. These items will clearly list them as special order in the product description. If you need to cancel your order please either call or email us (please put "cancel order" in your subject line to expedite your request). Once your item has been canceled, we will issue a full refund for the purchase price to your method of payment on file.
  • What if my item arrives damaged?
    In the unlikely event that your item arrives damaged or missing parts, please notify us within 7 days of receiving your order. We will work with the manufacturer to replace any needed part to make your item as good as new. We ask you hold onto all your packaging and damaged parts until your issue has been fully resolved. If your item is damaged by the shipper, please accept delivery and notify us immediately. We ask that you do not refuse your shipment as this limits our ability to file a claim with the shipper and will lengthen the time it takes to send you out a replacement.
  • Can I return an item?
    No Hassle Returns. We want you to be 100% satisfied with your order and are proud to offer the best return policy online. If you're unhappy with the item you purchased for any reason, return it to our warehouse within 30 days of receiving your shipment for an exchange or a refund of the full purchase price. (Note: If your item was damaged or defective, see our damage section above).

    Special order items are not returnable and this will be clearly stated in the product description

    Mattress Returns. We unfortunately cannot accept the return of any mattress with the protective plastic cover opened or removed.

    To return an item, please email service@minitots.com with the following information:
    1. Order number
    2. Product number and/or product name
    3. Reason for return
    4. Return for an exchange or refund

    Please remember, all returned merchandise must be new (never been used) and in its original carton with all the packing materials, manuals and registration cards intact. We will not accept dirty, broken or used products or any items in non-standard packaging.

    You are responsible for the return shipping of your item and we recommend using Federal Express or UPS ground and insuring your shipment for your protection. Once your return has been received and inspected, we will refund your purchase amount or notify you if any damaged occurred in the return shipping of your item. If you item is damaged on the return to us, it is your responsibility to file a claim with the carrier to recover your product cost.

    You will need to enclose your order/invoice number and/or a copy of your e-mail confirmation with your return along with a memo explaining the reason for return In addition; you must send your tracking number to service@minitots.com when your return is shipped.

    All items must be returned to:
    200 S Fifth St
    Mayfield, KY 42066
  • What if I did not find the answer to my question?
    We take great pride in our customer service and have agents standing by to help with all your questions. Please do not hesitate to contact us with any questions as we want our customers to be informed and feel confident doing business with our company.

If you have not found the answer to your question here, please contact us.

Thank you!