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Shipping & Returns
Order information
Our website now enables you to purchase directly from your preferred retailer Amazon, Walmart or Target.
When you place an order through our website, it will be fulfilled by the retailer you choose at checkout. Please note that Tommee Tippee does not process or manage any transactions directly.
If you have any questions regarding orders that have been placed and confirmed by the retailer, you will need to contact the retailer directly for assistance.
For any issues related to the checking out process on our website, please reach out to [email protected]
Returns information
Any Tommee Tippee products purchased through our website must be returned to the retailer you purchased from. Please contact the retailer where you made the purchase so that they can guide you through their returns policy.
Customer Service FAQ – Retailer Checkout Integration
Overview
The Tommee Tippee website now enables customers to purchase from their preferred retailer (Amazon, Walmart, Target) directly from the site. When a customer places an order on the Tommee Tippee site, it will be fulfilled via the retailer they have selected. No transactions are owned or managed by Tommee Tippee at this time.
For issues related to checking out on the Tommee Tippee site, customers can reach out to [email protected].
For issues related to orders that have been placed and confirmed by the retailer, customers will need to manage these with the retailer themselves.
If unsure of next steps, please have customers reach out to [email protected].
General Questions
Q: What does it mean when I see multiple retailer or checkout options on the Tommee Tippee site?
A: It means you can choose your preferred retailer and complete your purchase with them, without leaving the Tommee Tippee site.
Q: Who actually processes my order?
A: The retailer you select processes and fulfills the order. This is why you’ll be asked to connect your retailer account before you checkout.
Orders & Payments
Q: Who charges my credit card?
A: The retailer you selected (Amazon, Walmart, Target, etc.) processes the payment. The brand never stores or sees your payment details for retailer-fulfilled orders.
Q: Will I get an order confirmation email from Tommee Tippee?
A: No. You’ll receive all order confirmations, shipping updates, and receipts directly from the retailer.
Order Changes & Cancellations
Q: How can I change or cancel my order?
A: Log into your retailer account (Amazon, Walmart, Target, etc.) to update or cancel your order. Tommee Tippee cannot modify retailer orders once they are placed.
Q: I made a mistake in my order. Can Tommee Tippee fix it?
A: Unfortunately, no. Tommee Tippee does not have access to orders placed through third-party retailers. You must contact the retailer directly.
Shipping & Delivery
Q: Who ships my order?
A: Shipping is handled by the retailer you selected. The shipping timeline, carrier, and tracking details will come from that retailer.
Q: Can Tommee Tippee track my shipment?
A: No. Please check your retailer account or the tracking email from the retailer for shipping updates.
Returns & Refunds
Q: How do I return an item purchased through a retailer?
A: Returns and refunds must be processed through the retailer you selected. Their standard return policies apply.
Q: Can Tommee Tippee issue a refund for my order?
A: No, you must contact the retailer you selected to process returns/refunds.
Customer Support Scenarios
Q: My order hasn’t shipped yet — what should I do?
A: Check your retailer account for shipping updates or contact their customer service team directly.
Q: I received the wrong or a damaged item — who do I contact?
A: Contact the retailer’s customer service team. They’ll assist with replacements or returns.
Troubleshooting / Special Cases
Q: I didn’t get a confirmation email — what happened?
A: Confirmation emails come directly from the retailer. Check your spam folder or your retailer account to verify your order.
Q: My order doesn’t appear in my retailer account.
A: It can take a few minutes for your order to sync. If it still doesn’t appear, contact [email protected] to troubleshoot.
Q: Can I order from multiple retailers at once?
A: No. Each order is processed by one retailer. To purchase from multiple retailers, you’ll need to place separate orders.
When to Escalate to the Brandclub Support Team
While most customer issues will need to be managed directly with the retailer, there are specific cases where your team should escalate the issue to the Brandclub team.
Escalate to Brandclub if a customer reports any of the following:
- Order placement is failing – checkout doesn’t go through or errors before redirecting to the retailer.
- Unable to add a product to cart – button not working, product selection not updating, or site errors.
- Authentication issues on the Tommee Tippee site – customer not receiving a code or unable to log in.
- Purchase cannot be completed – customer is stuck or sees a system error during checkout.
- Retailer account sync issues – difficulty linking their retailer account during checkout.
- Not receiving retailer 2FA (two-factor authentication) – customer can’t complete checkout due to missing verification code.
