FAQ

Please email support@youtooz.com with your question. Make sure to include your Order ID and contact us from the email address you placed your order with.

Once shipped, orders generally take 15-30 business days to arrive depending on your region. See more info here: shipping policy. To get an estimated arrival time for an item you're waiting for or plan to order, check out findmy.youtooz.com.

Shipments to UK and EU are subject to VAT. Shipments to the US are subject to city and state specific tax. Shipments to Canada are subject to additional taxes/duties fees prior to delivery — these are the responsibility of the customer.

NOTE: Additional customs fees may be charged upon delivery to shipments outside of the US. Youtooz is not responsible for these additional fees.

United States Dollar (USD).

No, you will not be charged upon delivery as we pre-paid the duties.

When your order is ready to ship, we will send you an email titled "A shipment from order #XXX is on the way" containing your tracking number.

During the 20-30 business day transit period, it is normal for your tracking link to not frequently update as your package is on the way. Once your local courier has received your package, tracking updates will appear more often.

You can track your order by entering your tracking number on one of the below links based on your region:

We ship to most regions. See more info here: shipping policy.

NOTE: Some countries are currently inaccessible due to existing shipping & licensing regulations/restrictions. Please see these exceptions on our Shipping Policy.

Orders with multiple items may be split into individual packages. If you need your items to be shipped together, please reach out to our Support team prior to shipment — support@youtooz.com — and we'll do our best to accommodate your request.

We can ship to P.O. Boxes in the US. However, please provide as much address info as possible to avoid delivery issues.

We can update your address as long as the order has not had a shipping label created and has not shipped out. Please email support@youtooz.com from the email you placed your order with and include your Order ID and Full Name along with the New Address in the below format:

• Full Name (First and Last):
• Street Address Line 1 (40 character limit):
• Street Address Line 2 (40 character limit):
• City:
• Province/State:
• Postal code:
• Country:
• Phone:

NOTE: If you are based in Brazil, Mexico, South Korea or Latvia, you will need to provide us with a Tax ID so we can ship your order. We are unable to ship orders to these regions without this info.

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.

If you are tracking your order via the Shop App, 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.

Once your order is shipped, the final delivery is handled by the local postal service in your country. In some cases your package may be delivered to a local post office for pick-up instead of being delivered directly to your address.

Please note that we do not have control over local delivery procedures once the package reaches your country. Each postal service has their own policies, and final delivery decisions are made at their discretion.

If your tracking shows that your order is available for pickup, we recommend contacting your local postal service directly for further instructions. Youtooz is not responsible for delays or delivery requirements related to freight forwarding or third-party services.

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!

We accept Visa, Mastercard, American Express, PayPal, 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 at this time.

Shop Pay installments are only available to US customers.

Type a discount code after you add an item to your cart during checkout. Discount codes cannot be retroactively applied to orders.

No — only one discount code can be used per order.

Youtooz releases 1 drop of each collectible in limited quantities. After they sell out they will never be released again.

Unfortunately not, the pink boxes have been discontinued as of mid-2022 and are no longer in production.

Youtooz products are made in China.

After a concept is successful, it later launches as a pre-order item 1 - 2 months later.

After a successful concept launches as a pre-order item, it will typically ship 3 - 6 months later.

This depends on when you make the deposit — you are informed of this information at checkout.

No, you cannot change the payment method. The original payment method will be charged the remaining amount.

If your card declines, the order will remain in an unpaid state until you complete payment with your original payment method.

If a concept is unsuccessful, it will not launch as an official product in the future. If you placed a deposit for an unsuccessful concept, you will be refunded 3 - 5 business days after the voting window ends.

Yes — if concepts are successful, they will be available later for general sale.