(Updated: November 27, 2025 | UAE Orders Only)
✅ Immediate Action Steps
Upon Delivery:
- Refuse the package if visibly damaged at the door and tell the courier: “This package is damaged – I reject delivery.”
- Contact us within 1 hour via WhatsApp (below) with photos of the damaged box
2. After Opening:
- Report within 24 hours of delivery (not 48 hours – we act fast!).
- Do NOT discard the item or packaging until we confirm.
📦 Free Resolution – No Cost to You
- For damaged items:
→ FREE return shipping (we arrange pickup).
→ Choice of:
• Replacement shipped same-day (at no cost), OR
• Full refund to original payment method. - Refund Timeline:
• Credit/Debit Card: 3–5 business days after approval.
• Cash on Delivery (COD): 7 business days via bank transfer (provide IBAN).
📸 How to Report
- Log in → My Orders → Select order.
- Click “Return and Refund” → Upload:
• 1 photo of damaged item
• 1 photo of packaging (showing damage)
• Delivery note (if available) - We respond within 2 hours (day or night).
🆘 Urgent Support
- WhatsApp (Critical for Damaged Items):
+971 56 633 7279
(Tap to chat – include order number. 24/7 emergency response) - Email: support@totot.ae (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 charged to customer. Refunds processed within 5 business days of approval. Service area: UAE only.”
No products in the cart.