We want every Tovillo toy to be a hit. If something isn't right, we'll make it right.
Our promise
- 30-day returns on unused items in their original packaging
- Damaged or defective? We'll send a free replacement or a full refund. You don't need to send it back.
- Real people answer every email, usually within 24 hours, Monday–Friday
Holiday returns
Bought a gift between November 1 and December 25? You can return it until January 31, so there's plenty of time after the holidays.
Damaged, defective or wrong item
If your order arrives damaged, stops working within 30 days because of a defect, or isn't what you ordered, email support@tovillo.com with:
- Your order number (it starts with #)
- A photo or short video showing the problem
We'll send a free replacement or a full refund, whichever you prefer. There's no need to ship anything back.
Changed your mind?
You can return unused items in their original packaging within 30 days of delivery.
- Email support@tovillo.com with your order number and the items you want to return.
- We'll reply with the return address and instructions. Please don't send items back before we reply.
- Ship the items back with a trackable service. Return shipping is paid by the customer.
- Once we receive and check the items, we'll issue your refund.
Returning a gift
Received a Tovillo toy as a gift? Email us the order number (or the name of the person who bought it). We'll issue the refund to the original payment method, or give you store credit if you'd rather keep it a surprise.
Items we can't accept
- Items that have been used, are missing parts, or aren't in their original packaging, unless they arrived damaged or defective
- Items returned more than 30 days after delivery (or after January 31 for holiday purchases)
- Gift cards
Cancellations
Need to cancel? Email us within 12 hours of placing your order. If it hasn't shipped yet, we'll cancel it and refund you in full.
Refund timing
Approved refunds go back to your original payment method within 5–7 business days. Depending on your bank, it can take a few extra days to show up. Original shipping costs aren't refundable unless the item arrived damaged, defective, or incorrect.
Questions?
Email support@tovillo.com. We're happy to help.