FAQ
Frequently asked questions
How often can I exchange my toys?
You can exchange toys once every 2 months or keep them longer with an active membership.
Ok, how does the exchange work?
To request your new toys, log in to your account, add the toys to the cart, and submit your selection. You will get a confirmation about your selection and tracking information when the new toys are shipped.
To return the previous toys, use the return photo guide to pack up the toys into the box they arrived in, stick the pre-paid return label and schedule a free home pick-up through your account page. You have 7 days to schedule your return after your new toys arrive. A late fee will be applied for unscheduled returns to ensure that the next family will receive their toys on time.
We are parents and understand the beautiful chaos that is life with little children. We won't apply a late fee unless we absolutely have to. So please reach out to us first :]
Is it safe to use shared toys?
Yes, all our toys are inspected, cleaned, and repackaged minimally before they are sent out to another family.
We use the medical-grade disinfectant and sanitizer Force of Nature to clean our toys, which are then dried and packed in reusable cloth bags. Machine washable items are washed according to manufacturer-recommended protocol with non-toxic Blue Land laundry tablets.
We expect wear and tear on the toys-after all we want your kids to enjoy them thoroughly and for you as a parent not to have anxiety about them.
In most instances, we are able to replace parts for a multi-piece toy without a replacement fee and we ask that you send the missing piece/s back in a subsequent box if you find it.
What is not covered by my membership?
A completely missing or unreturned toy, theft, and significant damage are not covered under your membership. In these cases, we have to charge you a fair amount based on the item's residual value to replace the item, which will not exceed 50% of the toy's retail cost.
You can choose to keep one or more of the toys longer and swap the rest if they are not from a curated set. To do so, re-select the toys you wish to keep longer when selecting your new toys. If the item is unavailable, i.e. you aren't able to add it to your cart, send us a message and we will update it on our end.
Yes, you can purchase it for a discounted price given its residual value. Please use the subject line 'Toy Purchase' to contact us at customercare@tidepoolplay.com.
You may pause or cancel your subscription anytime after the first minimum rental period of 2 months.
To cancel, schedule a return by going on to your member page. Once the postal service has picked up your return toys, email us at customercare@tidepoolplay.com requesting a cancellation. Your subscription will be cancelled when the return label has been scanned.
Whether it be a vacation, a birthday where guests gifted your littles a bunch of toys ( we've got Gift Memberships for that though), or anything in between-we get it. Request a pause on your membership anytime by emailing customercare@tidepoolplay.com.
We are unable to process refunds.