FAQ

EN ID

General

How can I enjoy the unlimited toys rental services?

Simply register in our website tooyootoys.com, buy subscription package, and place order of your favourite toys.

Where is Tooyootoys available?

Currently, our area coverage will be Jakarta, Tangerang, Depok and Bekasi. But, we’ll expand to more areas in the future.

What type of payment do you accept?

We accept bank transfer (BCA and Mandiri) and credit card (Visa and Master)

How many toys can I rental at one time?

You can rent toys worth of 3 (three) tokens if you subscribe OOWSOME Package, and 5( five) tokens if you subscribe SOOPERB Package

What if I have made payment but I could not confirm it on the websites?

It might happen because you made payment more than 1x24 hours hence the subscription order is automatically cancelled. Don’t worry, you can contact Customer Service at hello@tooyootoys.com or via Whatsapp/Line to get help.


I only want to rent a toy less than 1 month. Can I rent the toys not with subscription method?

No. Currently we only apply subscription method. There is 1 month length of subscription that you can choose.

What if I would like to cancel my subscription in the middle of the subscription period?

You can contact Customer Service to arrange the pick up for toys that are being rented. However, please be noted that any payment has been made is not refundable.

Can I renew my subscription using other email account to get the first timer rate?

Our first-timer rate is intended only for new customer to try our service, and not for repeated customer. You can enjoy the same rate by renewing your subscription package to 6-months package. We truly appreciate your understanding and support by following our policy. Tooyootoys reserves the right to cancel the subscription if we found out that customer is renewing the subscription using another email account. In this case, a full refund will be done to the customer. Please kindly be noted that refund process will take up to 3(three) working days.


Order and Delivery

Do I need to put a deposit to rent?

No, you do not need to put deposit.

Why do you need Kartu Tanda Penduduk (KTP) and proof of residence copy when I submit my first order?

It will be used for verification purpose to make sure we are delivering the toys to the right customers and address. 

How long will it take to deliver my toys after placing order?

We will deliver the toys at maximum 3 (three) working days after order is received if you choose "Regular" shipping method, and the next working day if you choose "Next Day" delivery method ( if the order is received before 2PM).

When is your delivery schedule?

We deliver daily from Monday to Saturday.

Can I request the timing for the delivery?

Unfortunately, No. We will arrange the delivery schedule based on the route we have for the day. Our customer service will confirm the delivery timing to you 1 day before.

Can I pick up the toys by my self?

 No. Currently, we only use delivery service by our own team. It’s hassle free and it’s free of charge.

How do I return/ swap the toys?

Simply sign in to your account in the websites and go to “Order” section in your account. There will be options to return or swap. Our Customer Service team then will be in contact with you to confirm on the delivery schedule.

Can I partially return toys I rented?

No. You need to return all 3 (three) tokens when return or do swap.

I want to swap my toys, but I couldn’t click the swap options. What should I do?

Please check your subscription plan validity. It requires minimum 7 (seven) days validity to choose for swap. If your plan ends in the next 7 (seven) days, you can buy a new subscription package to continue enjoy the unlimited toys rental service.


Toys

Are all toys hygiene and well maintained?

Yes, we clean all toys with safe sanitizers and tools. We make sure all toys are in the good condition when delivered to our customers.

Do I need to clean the toys before returning it?

No. We will take care of the cleaning. However, we will appreciate if you handle the toys with care for next user’s courtesy.

Toys I wanted is out of stock. What should I do?

You can leave your email in the “Notify Me When Available” box when browsing the product. We will notify you via email once the toy is back in stock.

I could not find the toys I wish to rent. What should I do?

You can contact our Customer Service team via hello@tooyootoys.com and share your wish. We will note your inputs and put on consideration whenever we are expanding our toys selection regularly.

Can I buy the toys I rented?

Yes. Please kindly contact our Customer Service team via hello@tooyootoys.com or via Whatsapp /Line for further information.

How if I damage or lose the toys?

Please kindly immediately contact our Customer Service team via hello@tooyootoys.com. There will be damage cost according to severity level charged to you, please read terms and conditions for the details. 

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