Delivery conditions

Tots, bathroom specialists, are committed to providing you with goods in the best possible condition. To achieve this, in addition to working with the best possible carriers, we have also established the delivery conditions below.

Delivery and packaging costs:

Delivery and packaging costs
Shipping costs ^{(For Metropolitan France, excluding Corsica and overseas territories)}	Order value	Terms	Packaging type
FREE	Greater than 1,290 €	If your packages do not exceed 280 kg, and that their volumes are less than 0.13 m3, and that the merchandise is not fragile.	Small cardboard boxes
FREE	Greater than 1 290 €	Tile weight 280 kg	Cardboard boxes
FREE	1 290 €	Limited to 280 kg	Pallet and half-pallet
29 €	Greater than 1 290 €	Limited to 280 kg, and if the order includes a package with a width greater than 175 cm or a height greater than 220 cm	Oversized pallets and packages (XL packaging)
PAYING	No minimum	Tiles require a chartered truck because they are heavy products. so no private transport	Palette
PAYING	Less than 1 290 €	If your packages exceed 280 kg or if the volume is greater than 0.13 m3	Pallet, half-pallet and oversized packaging (XL packaging)

Delivery times are only indicative in the "Delivery" section and under no circumstances can we guarantee these times.
WARNING: This applies to sanitary products excluding heavy loads up to a limit of 280 kg.
Beyond 280 kg shipping costs are payable and free shipping costs increase to 1 290 € up to a limit of 280 kg for tiles.

Products, carriers and delivery times:

Products, carriers and delivery times
Products concerned	Packaging type	Weight	delivery time ^{(Metropolitan France, excluding Corsica and overseas territories)}
Small accessories (soap dish, hook, tap…)	Small cardboard boxes	Less than 25 kg	72 hours (excluding business days)
Large and heavy packages excluding shower enclosures and tiles (bathtub, vanity unit, etc.)	Palette	Between 30 and 300kg (excluding shower walls and tiles)	4 to 5 business days after shipment
Shower enclosure	Wooden crate	-	4 to 6 business days
Tiles	Palette	Can reach 800 to 900kg	48 hours after dispatch

Delivery types:

Delivery types
Delivery type	Description	Benefits
Delivered in a single package Get it delivered all at once!	All goods will be sent at the same time: on the latest date.	One single shipping fee
Delivery in multiple packages Receive your packages little by little!	Your products can be delivered on different dates depending on your availability and requirements.	You receive the goods that are in stock without waiting for others that are being supplied.
Standard Delivery	Respects normal delivery times.	No extra charges
Express Delivery	Delivery within 48 hours (working days) provided that the products concerned are in stock at the time of ordering.	Fast delivery
Delayed Delivery	Tots can store your goods in its warehouse for a maximum of 3 months.	You schedule the delivery dates. Ideal for construction sites or in case of absence on the scheduled delivery days…

Order tracking:

You can track your order at any time via your espace client:

. A messaging platform allows you to ask any questions related to delivery.
A tracking number is automatically added to your customer account so you can follow your package's journey from the moment it leaves our warehouses.

Delivery location:

Delivery types
You are	We deliver to you	Our instructions
A private individual	- At the bottom of your building - To the address indicated on the order form - In front of your customer's front door, provided it remains accessible - On your construction site,	ALWAYS CHECK YOUR PACKAGE or HAVE IT CHECKED BEFORE SIGNING THE DELIVERY RECEIPT
.

For professionals, if you are having deliveries made to your clients or to a construction site and you are not present on the day of delivery, it is still essential to ask your clients to check the goods. This is a quick and easy process that will validate your warranty.
Again, if this is not done according to the procedure, we will be unable to accept any claim.
If you live in an apartment building, it is impossible for the carrier to carry the package upstairs. If your order is heavy, you will need to arrange for assistance to carry the merchandise inside. All our deliveries are made to the ground floor of buildings.
Delivery is made to the address indicated on the order form. The carrier is required to deliver the goods to the customer's front door, provided that the terrain and accessibility allow it.

The delivery procedure:

NOTE: Please follow this procedure exactly to avoid any inconvenience. Failure to comply with this procedure will invalidate any claim.

Step 1: CHECK YOUR PACKAGE

Open all your packages and check the quantity and conformity of your merchandise. Verify the integrity (condition) of the merchandise, the number of packages received (quantity), 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 good condition. No reservations will be accepted in the event of a claim. Our insurance will not cover the dispute, and you will not be able to receive a replacement product.

2- The merchandise is "broken" and/or "damaged", here is the procedure

Refusal: Only the phrase "refused broken + nature of the damage" is accepted. For example, if you ordered a vanity unit and it's the sink that's broken, not the unit, indicate "sink broken." But if both are broken, indicate "sink and unit broken." You only refuse the damaged product(s) and keep the undamaged one(s).
If the driver refuses to wait while you check your package, refuse the entire order and indicate this on the delivery slip. The driver is obligated to wait for you to check all the merchandise (10 minutes).
Therefore, if you receive a piece of furniture with a broken sink, you only need to refuse the sink (keep the furniture) and we will send you a new sink at no extra cost.

Important: On the transport slip you must write "Refused + indicate which product is broken and the nature of the damage".

The only valid entry is "Rejected Broken + nature of the breakage". No other entry is valid.

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"