-
I need help with my order?
-
Please email support@youtooz.com with your question. For quicker service, please ensure to include your Order ID and make sure to contact us from the email address you placed your order with.
-
Do you ship worldwide?
-
We ship to most regions. See more info here.
NOTE: Some countries are currently inaccessible due to existing shipping regulations/restrictions. Please see these exceptions on our Shipping Policy.
-
Do I have to pay taxes / customs fees on my order?
-
Shipments to the UK and EU are subject to VAT. Shipments to the US are subject to city and state specific tax.
-
NOTE: Additional customs fees may be charged upon delivery to shipments outside of the US. Youtooz is not responsible for these additional fees.
-
When will my order arrive?
-
Orders generally take 15-25 business days to arrive depending on your region. See more info here.
-
How do I track my order?
-
Check your email for tracking notifications and use our Track My Order page.
-
Do you ship to P.O. boxes?
-
Yes. However, please provide as much address info as possible to avoid delivery issues.
-
What happens when a collectible is sold out?
-
Youtooz releases 1 drop of each collectible in limited quantities. After they sell out they will never be released again.
-
What is your refund policy?
-
If you have ordered a pre-order item that has not shipped out yet, we are happy to refund your order in full. Please contact support@youtooz.com with your order number from the account you placed your order with to do so.
-
If your Youtooz order has shipped, all sales are final - we do not allow refunds, returns or exchanges!
-
How can I pay?
-
We accept Visa, Mastercard, American Express, Discover, Diner's Club, JCB, Apple Pay, Google Pay and Shop Pay.
-
If you are having trouble on checkout using a debit card, please try using it through Apple Pay, Google Pay or Shop Pay.
-
Unfortunately we do not accept iDEAL or PayPal at this time.
-
Where do I type my discount code?
-
Type a discount code after you add an item to your cart during checkout. Discount codes cannot be retroactively applied to orders.
-
Where are Youtooz made?
-
Youtooz products are made in China.
-
Can I combine discount codes?
-
No - only one discount code can be used per order.
-
What is the store currency?
United States Dollar (USD).
-
Can I get a pink box for my plushie?
-
Unfortunately not, the pink boxes have been discontinued as of mid-2022 and are no longer in production.
I see the ShopPay installments payment plan at checkout but it does not work for me, why?
ShopPay installments are only available to US customers.
-
I ordered to the wrong address, can I change my shipment address?
-
We can update your address as long as the order has not had a shipping label create and has not shipped out.
Please email support@youtooz.com with your Order ID, Name along with the New Address and we will do our best to accommodate this. However are not able to give you any guarantees.
Why is tracking not updating on my ShopApp?
If you are tracking your order via the ShopApp, tracking updates will not frequently appear until your package clears local customs in your country.
Until that point, we suggest tracking your order via tracking.youtooz.com for more info.
Can I change my address after my order has shipped?
No - we are unable to edit or make changes to the shipping address once a shipping label has been created for an order.
You will need to contact your local courier to redirect your package once they receive it.