Refund policy
RETURNS
Totter + Tumble want you to be 100% happy with your purchase, but realise some returns cannot be helped.
If you are reading this because you are unsure about which play mat design would suit your interiors best, take a look at this Design Guide on choosing the perfect design for your home style.
We also really recommend measuring up before you purchase. If you don't have any masking tape to hand, try laying out some books in the corner position of where the play mat would lie.
As stated in the Terms & Conditions at purchase, the only conditions applying to returns are as follows:
1. All returns must be unused and in their original condition, including all original, inner and outer protective packaging intact and as it arrived to you.
2. You must complete your return within 30 days of the date of your order and you are responsible for all related costs. We can arrange a returns service for you. For Standard, Round and Compact designs it is $40. The XL size is $50. The Runner size is $20. This will then be taken from your final refund. If you would prefer to arrange your own return, please let us know
Please note that you must inform us of any imperfections on the playmat within 7 days of receiving it.
3. Sale items are not eligible for return and Gift Cards are non-refundable
REFUNDS
Our warehouse team process and inspect returns as quickly as they can. We aim to have refunded your play mat order within 7 working days and a swatch order within 10 working days from receiving your return. Refunds are made to the original payment method only.
Please note, handling fees for swatch orders and our flat-rate return fee are deducted from your original order total and are not refundable.
Sale items and gift cards are not eligible for return.
We know how important it is to get the perfect play mat for your home. If the size or design isn't right for you, we can accept unused play mat returns in the original packaging, within 30 days of receipt.
Please follow the steps below if you would like us to arrange a drop-to-FedEx returns label. This returns service costs $50 for XL size, $40 for Standard, Compact and Round play mats or $20 for the Play Runner size and is deducted from the final refund.
If you would like to arrange your own return, please send us an email.
How to request a return with a prepaid label:
1. Log Into your customer account here with the email you purchased with. If you are returning a gifted play mat, please email us to arrange the return.
2. A verification code will be sent to that email address
3. If your order has more than one item, please select the item(s) for return
4. Click "Return Request"
5. Our team will approve the returns request and email you the label within 3-7 working days
6. Drop your parcel at your local FedEx store
7. Once received, we expect to process returns within 48 hours
HOW TO RETURN YOUR SWATCH ORDER
Please use the free returns label from inside your swatch envelope. If you need a new one, please reach out via email. Once we have received your returned swatches, your refund will be processed within 10 days. Please note that the handling fee is not refunded.
Our Delivery and Returns Policy forms part of our Terms and Conditions accepted at purchase.