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FAQs

What is Toot?
Toot is a series of books created by author Joy Ramirez. The stories help to teach children positive attitudes and social skills. The stories come in paperback, eBook and audio book formats. There is currently one story in the series called ‘Toot – The World’s Tiniest Whale’, and more stories are in development.

Ordering Online

Q: How do I place an order?
A: Simply select the products that you would like to order by clicking the ‘Add to Cart’ button. When you are ready to complete your order, click on the ‘Checkout’ button in the top right of the web page. On the checkout page you can adjust your order quantities and confirm your purchase. You need to provide your delivery details and your credit or debit card details, then click ‘Confirm’. You will receive a confirmation email with your order number in it.

Q: How can I track the status of my order?
A: If you have created an account on our store, please visit us again after you have placed your order to easily track your shipment and view order history. 

We will also send you emails to keep you updated with the process:

  • A confirmation email, which contains your order number and a tax receipt
  • A dispatch email, which confirms when your goods were dispatched and gives you an estimate shipping arrival time
  • Some of you may receive an email seeking feedback on your purchasing experience.

See below for more information on order processing and shipping timing.

Shipping Policies
All of our shipments are professionally packed to ensure the safety of your items en route.

Processing orders:
Items take on average 24 - 72 hours to process, then they are dispatched.
Orders received after 12:00PM NZST will be processed the next business day. 

There are two kinds of items in the Toot store:
a) Items from NZ: Toot books and other products marked: 'Shipped from NZ'

b) Items from USA: Toot merchandise like clothing, mugs, art prints, and other items marked 'Shipped from USA'

Delivery Policy - for items in NZ:
For items from New Zealand we estimate you will receive your order in 1 - 3 business days after dispatch. Please note: during Christmas season delivery times may take longer.  

STANDARD SHIPPING & HANDLING – for items from NZ

Order Type

Amount

Flat package - 1 - 8 x Books + any other flat items that fit in a C4 bag, sent within NZ

$5.99

Medium package - multiple products in a non-flat parcel up to 15kg, sent within NZ 

$9.99

Heavy package - multiple products in a box up to 25kg, sent within NZ 

$15.99

 

STANDARD SHIPPING & HANDLING – for items from USA

Order Total ($)

Amount

Merchandise package - order includes only one product shipped from USA

NZ$11.99

Merchandise package - order includes more than one product shipped from USA

NZ$18.00 + local customs charges (if any)

Local customs charges

None extra charges if order is valued at under NZ$225. For orders over that value check: What's My Duty


Delivery Policy for items from USA:
For orders of merchandise and products from USA, we estimate your order will be received 2 - 5 weeks after processing. Please note: during Christmas season delivery times may take longer.  

Q: Why do Toot books ship from NZ, and other products ship from USA?
The Toot books are proudly New Zealand made and printed in Auckland, New Zealand. American company Merchify creates our Toot merchandise and those products are made 'on-demand' in Los Angeles, and ship from there.

If you order just one book we will post it to you using NZ postage rates. However, if you order a book and other products made in USA, you will receive two separate deliveries. The book will be posted to you first; followed by the merchandise / products, which will ship from Los Angeles to your specified address.

Q: If I order a book from NZ and other products from USA, do I have to pay two separate shipping fees?
A: No, you will only pay one shipping fee, but it will be at a slightly higher rate than if you only purchase products from NZ. See the shipping info for more details.


Q: Are there any import taxes, customs duties, or fees?
A: The person who orders and receives Toot merchandise from USA is responsible for complying with all laws and regulations for product import. Import taxes, customs duties, and fees are not included in the item price or shipping cost.

Orders of goods that are valued at under NZ$225 do not have to pay additional duty charges.

If you would like to calculate your estimated shipping duty for your order (if valued at over NZ$225) go to: http://www.whatsmyduty.org.nz/whats-my-duty. Click on ‘Importer’ and put in the type of the goods and the value into the box on the right of the page. Categories you might use are: books, toys, babies’ clothing, womenswear, menswear etc… 

Returns Policies

Q: What is your Happiness Guarantee?
A: We're confident that the Toot store products are excellent quality. If you're not completely satisfied, you can return them for a full refund - including your initial shipping charges and return shipping. This guarantee applies to Toot products purchased in New Zealand, and returns must be processed within a 7-day period after purchase. To set up your return please call Mercury Fox Media at +64 (0)21 869 094. 

Q: What is your returns policy?
A: Please see our ‘happiness guarantee’ for Toot store products. However, if the item you have purchased has a manufacturer's fault, products must be returned within 30 days of receipt. Returns or exchanges on clothing will only be accepted on merchandise that is in its original, unwashed condition. Supply items need to be in their original packaging and resalable condition.

Please use the return/exchange form enclosed with your order or call us at +64 (0)21 869 094 for assistance when sending back merchandise. Be sure to include your order number on the return form. Returns missing this information cannot be credited.

Return Instructions

  • Include the packing slip and receipt (receipt can be reprinted on the order history page) with your return. You can take a photo of your receipt before you send it so you have a copy.
  • Repackage your item(s) in the original packaging or in an appropriate cardboard box. Using packing material (e.g. bubble wrap, etc) around your item(s), pack and tape your package securely.
  • Select a carrier that offers you the option to insure and track your package like NZ Couriers or Courier Post. Please insure and track your package.
  • Write down your tracking number and keep it until the Toot store has refunded your money.
  • Ship your return to the following address:
    Attn: Returns Department
    Mercury Fox Media
    7 Rose Rd, Ponsonby, Auckland, 1021, New Zealand

Shipping is the responsibility of the customer and is not refundable, unless due to our error. No credit is given for lost or damaged packages in route to the Toot store.

Returns to Toot store will be refunded to the original credit card or account used for payment unless a different payment option was selected. A refund will be posted to your credit card or account once your return is received and processed. Processing times for returns vary, and may take up to 30 days from the day the return is received for a credit to be transmitted to your credit card or account. It normally takes 2-10 business days for financial institutions to process the transmitted credit request.

Contact us
Contact us anytime with questions or concerns via email with the subject line FEEDBACK. You can also contact our customer service department at: Ph. +64 (0)21 869 094 during office hours NZST Monday – Friday 9am – 5pm. Please have your order number available.