Frequently Asked Questions
Frequently Asked Questions
Q: How do you pronounce TØY?
A: The Norwegian word TØY (or toey as we write when "Ø" isn't available) is pronounced similarly to 'TAY', rather than 'toy' or 'toey'. You can also hear it here.
Q: Some of the products I'd like to purchase are sold out. Will they ever be back in stock?
A: We are experiencing higher than expected interest in our products (love you all <3), which unfortunately means that we can't always keep up with the demand and some items sell out much sooner than expected. While our products and color collections are designed to be timeless, so we don't plan to stop producing them, with the impacts of COVID-19 we cannot guarantee how long it will take to get the products back in stock.
Q: When will out-of-stock products be available for purchase again?
A: We are doing the best we can to restock as soon as possible, but due to increase health and safety protocols and current shortage of GOTS certified organic cotton yarn (we don't work with anything else than premium organic cotton yarn!) everything takes a little longer. Sign up for restock notifications on the specific product page to get notified when your favorite item is back in stock!
Q: I would like to add a gift note to my order. Can I do that and how do I proceed?
A: How sweet! We offer handwritten gift notes up to 150 characters. To add a gift note to your order simply add the desired text to the "Notes" box at checkout - and don't forget to sign with your name as well, so the gift recipient knows who the gift and note are coming from :)
Q: I have a discount code. How do I apply it?
A: If you have a discount code, you can apply it on the payment information page at checkout.
Q: Can I pay with Apple Pay or Google Pay?
While we used to accept Apple Pay and Google Pay before, we have now made a conscious decision to only use Shop Pay (Shopify's own payment solution). The reason is simple, every Shop Pay transaction helps reduce the environmental impact of your deliveries for free.
Q: How do I use a TØY Gift Card?
A: If you have a TØY Gift Card, you can apply it on the contact information page at checkout.
Mobile: At the top of the page, click on "Show order summary" and type in your unique gift card code in the marked box.
Desktop: The gift card code box will be shown on the right side of your screen.
Q: How soon will my order arrive?
A: We do our best to get your packages sent out as soon as possible, so you can receive them as soon as possible. If you're in a rush, please notify us via email right after placing your order and we will do our best to prioritize your order and ship it out ASAP.
Please read through our shipping policy and our latest shipping updates before placing your order, so you have the right expectations to the delivery time.
Normally, we aim to ship out all packages within 72 hrs from the time you place your order, Monday to Friday, excluding weekends and holidays. Once your package is fulfilled on our end and delivered to chosen shipping carrier (USPS or UPS) their delivery time starts ticking.
For example, if you place an order on a Monday 12 pm, it will be ready to ship by Wednesday 12 pm. If you chose standard or free shipping, it could take 2-5 business days from Wednesday 12 pm (the time USPS / UPS receives your package) to arrive, so you might not receive it until Wednesday the following week. If you chose an express delivery option, 2 or 3 day delivery, that also means 2-3 days from the time the shipping carries receives your package. In the latest scenario with priority shipping you should receive your package on Friday or Saturday the same week.
If you place an order on a Friday, Saturday, Sunday or a public holiday, your order will most likely ship within the first 2 business days after the holiday / weekend. For Friday-Sunday this means that orders will leave our warehouse by EOD Tuesday the following week.
Q: My package has not shipped yet. What can you do?
A: If you just placed the order, please hang tight! We're trying our best to get your order ready to be shipped to you as soon as possible. If it's been more than 3 business days since you placed your order and you still haven't received an email with tracking information, please reach out to firstname.lastname@example.org so we can investigate the issue and make sure to ship out your order ASAP.
Q: My package was shipped within 48 hrs, but it's not arriving as soon as I would like to. What can you do?
A: Unfortunately, once we fulfill the order and deliver your package to UPS / USPS we can't control their part of the delivery process. Please check your order status page for an estimated delivery time. Any questions or concerns in regards to delayed packages that have received a tracking number and estimated delivery time need to be taken up directly with the shipping carrier.
Q: Why does your sizing go by inches and not months?
A: Every baby is unique and grows at his/her own pace. When shopping by your baby's height, rather than age, you're able to find the perfect size faster and more accurately.
Q: How do I know my baby's height?
A: Check out our measurement guide here.
Q: How do I pick the right size for my baby?
A: Choosing the size based on your baby's height, always sizing up if you're in between sizes or in doubt.
For example, if your baby was 25.5" at your last doctor's appointment 2 weeks ago, you should choose size 27".
If your baby is 28.5" right now, size 29" will probably fit your baby best at the moment, but if you want to be able to enjoy it longer we would recommend you sizing up and going for 31".
Q: I'm buying a gift for someone else and I don't know the baby's height. Do you have an overview of your sizing by month?
A: Sure, see our size guide for more information. If ever in doubt, we always recommend you to size up!
Q: Where are your baby clothes made?
A: After considering multiple manufacturers across the world, we have carefully chosen to work with a manufacturing partner in Southeast China and a manufacturing partner in Southern India. For us, the idea of what country "looks best" on the label doesn't mean anything, but we do care about the specific manufacturer that makes our products. We constantly evaluate our manufacturing partners and make sure that we only work with those who live up our ethical, environmental and quality standards.
Q: Where is your organic cotton from?
A: Our made-to-order 100% organic cotton is sourced by our manufacturers locally, so the Indian manufacturer uses organic cotton yarn from India (largest global producer of organic cotton) and the Chinese manufacturer uses yarn grown in China (2nd largest global producer). In order to ensure the quality and organic status of the fabric used to make our TØY products, we only use GOTS certified organic cotton yarn in our custom-made fabrics.
Q: Are your baby clothes GOTS certified?
A: Part of our products are fully GOTS certified, but not all because some have been made at a factory we've been working closely with, but which chose not to obtain a GOTS certificate. Thus, those final products could not be fully GOTS certified. With that said, all of our products - even those made at the non-GOTS factory - are made with GOTS certified organic cotton yarn and follow our very strict production protocols and requirements, which go even beyond the GOTS standards.
If you have any other questions related to TØY feel free to email us at email@example.com We aim to respond within 1-2 business day.