FAQs

ORDERS

What type of payment methods do you accept?

We accept all major credit cards and debit cards. We also accept direct bank transfers. All prices on our site are in MYR ringgit

What if I want to change & cancel my order?

We try our best to process orders very quickly so we can ship them out to you! If you notice a mistake when you receive your order confirmation, please reach out hello@totsandall.com with the correct information within 30 mins to see if changes can be made. Past the grace period, we are unable to guarantee any changes. Please double check your shipping address and your order details to ensure timely delivery.

No. We do not include any invoice or any price in the packaging.
For international order, we are legally required to display the contents and price of each parcel to customs.

Can you provide a specific gift message?

Yes, during purchase on the basket page you will have a box available for you to write your own personal message to be sent with the gift. This will be placed on the gift card, which arrives with the parcel for the recipient to see when delivered.

I want to order for more than 1 child, how do you know to put in separate giftboxes?

Most items come in their own gift boxes unless stated otherwise. Please note that gifts with the same name will be combined in one box. Please state if you would like separate boxes for items with the same name.

Please check product page to find out if item comes with a gift box.

I want to personalise more than the stated characters?

Our maximum characters for most of our products is 9 characters. Unfortunately, we won't accommodate more than 9 characters. Any names left under the notes instead of the each name box will not be entertained.

Blankets have a maximum of 12 characters. Please check each product page to avoid disappointment. If you would like more than 12 characters, please contact customer service. All requests will be considered on a case-by-case basis only. Please note there is an extra charge of RM15 per item.

SHIPPING

When will my order ship?

All custom orders are processed in the order in which they are received. Turnaround time can vary depending on order volume, orders are shipped within 2 days of receiving unless stated otherwise on the product page. Orders are shipped out everyday, Monday through Friday.

Can I rush my order?

Need your order as quick as possible? Move to the front of the sewing line by choosing SAME WORKING DAY or NEXT WORKING DAY DELIVERY to your order at check out. Please note, this only applies to orders placed before 12pm. If your order is placed after 12pm, it would apply on the next working day. Working days are Monday to Friday. Saturday, Sunday & Public Holidays do not apply.

My order contains ready stock along with pre-order items, why haven't my order been shipped?
If your order contains both pre-order and non-preorder items, the entire order will be shipped when pre-order item becomes available. We are unable to split shipments or ship other items separately. If you would like ready stock to be shipped first, please place two separate orders for these items.

When will my order be delivered?

We ship all orders through Pos Laju within the Malaysia. Only our #totsofa's are shipped via Pos Malaysia. Depending on your shipping method selected at check out, your order can take between 1-10 business days to arrive once the order is complete.

How can I track my order?

You will receive an automated email containing tracking information as soon as a shipping label has been created for your order. Please note that it can take up to 48 hours for the first scan to appear, so please do not be alarmed if there is no 'record' for your package immediately

Where do you ship from?

All of our online orders ship from Kuala Lumpur, Malaysia

Do you ship intentionally?

Yes, we do ship internationally! Shipping to Singapore, Brunei & Indonesia is available upon checkout. For the countries that are not listed, kindly email us at hello@totsandall.com and our team will assist you with shipping options. Please note, we are not responsible for the payment of any duties, taxes, or other fees placed on international shipments.

My tracking says delivered, but I don't have my package?

ln the rare case that your tracking number shows that your package has been delivered, but you still have not received it, you must contact the shipping company (Pos Laju/Pos Malaysia/DHL) to inquire as to the whereabouts of your package.

Once a package’s status is updated to “Delivered,” there is nothing we can do as the sender in terms of locating it. Tots & All is not liable for unforeseen issues caused by the courier service or theft at your destination, but we will do whatever we can to help in the event of a lost or stolen package.

RETURNS & EXCHANGES

What is your return policy?

Due to the personalisation, we will not be able to exchange products with spelling or font choice errors were made during the ordering process. Please check and confirm your order before checking out.

However, if we have made a mistake with the personalisation or a faulty product, we will replace the product. Kindly email hello@totsandall.com with a photo of the product together with your order number within 7 days and we will arrange a replacement.

What do I do if I receive an item that is defective?

If you find an issue with your order, all inquiries must be emailed to hello@totsandall.com within 7 days of receipt. Please be sure to include photographs of the defects so we can better assist you. Repairs and replacements work on a case-by-case basis and will be dealt with accordingly.

What is your refund policy?

Due to the nature of our personalised products, all sales are final & any extra payments will be refunded via store credit only.