(Updated: November 27, 2025 | UAE Orders Only)
✅ Immediate Action Steps
1. Upon Delivery:
• Refuse the package if it is visibly damaged at the door and tell the courier: “This package is damaged – I reject delivery.”
• Contact us immediately via WhatsApp with photos of the damaged box.
• Contact us immediately via WhatsApp with photos of the damaged box.
2. After Opening:
• Report the issue within 24 hours of delivery.
• Do NOT discard the item or its packaging until our team confirms the next steps.
• Report the issue within 24 hours of delivery.
• Do NOT discard the item or its packaging until our team confirms the next steps.
📦 Free Resolution – No Cost to You
For confirmed damaged items, we cover ALL costs:
→ FREE return shipping (we arrange courier pickup).
→ Your choice of:
• Replacement shipped at no cost, OR
• Full refund to your original payment method.
(Note: All resolutions are subject to our quality team’s inspection upon receipt of the returned item).
→ FREE return shipping (we arrange courier pickup).
→ Your choice of:
• Replacement shipped at no cost, OR
• Full refund to your original payment method.
(Note: All resolutions are subject to our quality team’s inspection upon receipt of the returned item).
💸 Refund Timeline by Payment Method
• Credit/Debit Card (Stripe): ~7 business days for Stripe processing + 3–5 business days to your card after funds reach our account.
• Cash on Delivery (COD): 3–5 business days via bank transfer (provide IBAN via WhatsApp) after item inspection and once funds are available in our account.
• Tabby: Processed per Tabby’s policy. Tabby Refund Policy
• Tamara: Processed per Tamara’s policy. Tamara Refund Policy
• Cash on Delivery (COD): 3–5 business days via bank transfer (provide IBAN via WhatsApp) after item inspection and once funds are available in our account.
• Tabby: Processed per Tabby’s policy. Tabby Refund Policy
• Tamara: Processed per Tamara’s policy. Tamara Refund Policy
📸 How to Report
- Log in → My Account → My Orders → Select order.
- Click “Return and Refund” → Upload:
• 1 clear photo of the damaged item.
• 1 clear photo of the packaging (showing the damage).
• Delivery note (if available). - Submit → Our team will respond within 2 hours.
🆘 Urgent Support
• WhatsApp (Critical for Damaged Items): +971 56 633 7279
(Tap to chat – include order number. Fast response 9 AM–10 PM GST)
• Email: support@totot.ae (Subject: “DAMAGED ORDER #______” – attach photos)
Google Merchant Center Compliance Note:
“Damaged items qualify for free returns and full refunds. Claims must be reported within 24 hours of delivery. No return shipping fees or payment gateway fees are charged to the customer for damaged items. All returns are subject to quality inspection. Refunds processed within 3-5 business days after funds are received from the payment processor. Service area: United Arab Emirates only.”
“Damaged items qualify for free returns and full refunds. Claims must be reported within 24 hours of delivery. No return shipping fees or payment gateway fees are charged to the customer for damaged items. All returns are subject to quality inspection. Refunds processed within 3-5 business days after funds are received from the payment processor. Service area: United Arab Emirates only.”
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