Order placement information

Before

To place an order with Tots, you must create a customer account. You have three options: you can log in via Facebook, via Google+, or enter your personal information manually.

Is this your first order on our website?

Once your customer account is open, you will have access to different sections:

Information, which lists all your personal information
Orders, where you will find all your orders, tracking information, and invoices.
selection, with all your favorite products
Points, which correspond to the points accumulated as orders are placed
Messages
Customer Service
Address, including your delivery address(es)

A telephone sales service is available to help and advise you in choosing products.

Next, by clicking on your cart, you will have access to a summary with the price as well as the amount of your contribution to the shipping costs.

You can choose to receive an order confirmation by SMS (paid service), however, an email confirmation will be sent to you free of charge.

You will be offered two delivery options: standard delivery or delayed delivery (minimum one month after placing your order). Once you have made your choice, the packaging details of your order will be provided, including weight, volume, carrier, and shipping date. Don't forget to accept the General Terms and Conditions of Sale and Delivery!

At Tots, you have the option to pay for your order using various payment methods:

Secure payment via CIC
Payment by check
Payment by bank transfer
Secure payment via PayPal
Pay in 3 installments with COFIDIS

If you choose payment by check or bank transfer, the merchandise will leave our warehouse upon receipt of payment.

Once your order is finalized, you will receive an order summary and payment confirmation.

After

After placing your order, you will be able to find it in the "My Orders" section. There you will have access to a summary, your invoice, the packaging details, and the status of your order.

Once your order status changes to "shipped," you will receive an automated email notifying you and including the name of the carrier handling your delivery. The following day, the carrier will contact you by email to inform you of their delivery attempt and offer to reschedule if necessary.

To make the delivery process easier for you, Tots will send you the delivery conditions by email.

Delivery conditions

Step 1: CHECK YOUR PACKAGE

Open all your packages and check the quantity and conformity of your merchandise. Verify the integrity of the goods, the number of packages received, and that your merchandise matches the delivery note taped to the overall packaging. The driver MUST wait for you. Insist on waiting and take your time to avoid any problems. If the carrier refuses delivery, you MUST write on the delivery slip "Total package refused – impossible to verify the merchandise in the presence of the driver due to time constraints." If the delivery slip is not signed accordingly, the second delivery attempt may incur additional travel costs.

Step 2: SIGNING THE RECEIPT

1. Sign the voucher only if you are completely satisfied.

By signing the delivery note, you acknowledge receipt of the goods in conformity. No reservations can be taken into account in the event of a claim.

2- The merchandise is "broken" and/or "damaged"

If your merchandise is defective and/or arrives broken, you have two options:

Full refusal: If all the items ordered are not as described or are damaged, you can refuse everything.
Partial refusal: For example, if you receive a piece of furniture with a broken sink, you can refuse only the broken sink if you wish, and we will send you a new sink at our expense.

On the transport slip you will indicate the mention "Partial refusal - broken basin"

Important: If you add any other comments, your refusal will not be accepted. Furthermore, if you do not specify the exact product on the delivery slip, your claim will not be processed.

3. The goods received are not those ordered.

If the goods received do not correspond to what you ordered, simply send the goods back with the carrier, indicating "Refused - product error".

In order to rectify the situation as quickly as possible, you are advised to take a photo of the signed copy and send it to us.

Step 3: INFORM TOTS

Once the delivery driver has left, send a message to your Tots account to report the problem immediately. Go to your account, then "Messages – New Message – Customer Service." If you took a photo of the delivery receipt, you can attach it to the message. Your claim will then be processed within 24 business hours, and depending on the accuracy of your delivery receipt, the merchandise will be automatically reshipped. If the delivery receipt is not accurate, you will be notified. If you were unable to take a photo of the delivery receipt, the carrier will provide it to us within 48 business hours, and the merchandise will be reshipped after verification by our team. If the delivery receipt is not accurate, you will be notified.

SUMMARY

Goods conforming = signed delivery note
"Broken" or "damaged" merchandise = "Total refusal due to breakage" or "Partial refusal + (product name) broken"
Goods received but not the correct product = "Refusal – product error"
The delivery driver couldn't wait = "Package refused – impossible to check the merchandise in the presence of the driver due to lack of time"