Frequently Asked Questions
Frequently Asked Questions
Q: Some of the products I'd like to purchase are sold out. Will they be coming back in stock?
A: Yes, absolutely. All of our products and color collections are designed to be timeless and to never go out of fashion, which means we will not stop producing them (unless otherwise specified).
Q: When will out-of-stock products be available for purchase again?
A: It depends on the item. We are doing the best we can to restock as soon as possible, but due to increase health and safety protocols it might take 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: How do I apply my discount code?
A: If you have a discount code, 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 code in the marked box.
Desktop: The discount code box will be shown on the right side of your screen.
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 48 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 it's been more than 48 hrs 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: 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: 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: 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 chosen to work with a manufacturing partner in Southeast China. We are not a brand that cares about what country "looks best" on the label, because that honestly doesn't mean anything, but we do care about the specific manufacturer that makes our clothes and whether or not they live up to our high standards.
Q: Is your organic cotton also from China?
A: Yes, the organic cotton is sourced by our manufacturer locally, since China is the 2nd largest global producer of organic cotton. 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.
If you have any other questions related to TØY feel free to email us at email@example.com We aim to respond within 1 business day.