SAFE, NATURAL & ECO-FRIENDLY CHILDREN'S ITEMS 💚 A portion of the proceeds on every order is donated to environmental restoration efforts.

Returns & Refunds/Damaged items

Order Changes & Cancellations

Can I change or cancel my order after placing it?
To meet our customers’ expectations for fast delivery, orders begin processing immediately after checkout. Once an order has been submitted, it cannot be changed or canceled.

Returns & Refunds

What should I do before filing a chargeback or payment dispute?
Please contact us before filing a chargeback or claim with PayPal, Shopify, or your credit card company. These options should be a last resort. We are always happy to help and resolve any issues directly.
If you do not hear back from us, please check your spam or junk folder, as confirmation and tracking emails are sent electronically to the email address you provided.

Please note: We are not responsible for bank chargeback fees incurred if you choose not to contact us first.

What is your return policy?
Our return policy is valid for 14 days from the date you receive your item. After 14 days, we are unable to offer a refund or exchange.

To be eligible for a return:

  • The item must be unused, in the same condition as received

  • The item must be in its original packaging

  • A receipt or proof of purchase is required

Please contact us before sending any items back. Do not send returns directly to the manufacturer.

Are there items that cannot be returned?
Yes. The following items are non-returnable:

  • Perishable goods (food, flowers, newspapers, magazines)

  • Intimate or sanitary goods

  • Hazardous materials

  • Flammable liquids or gases

  • Certain health and personal care items

Who pays for return shipping?
Customers are responsible for return shipping costs unless the item arrived damaged or defective. Shipping costs are non-refundable.

What items are not eligible for refunds?
Refunds will not be issued for:

  • Items returned more than 15 days after delivery

  • Items not in original condition, damaged, or missing parts (not due to our error)

  • Sale items (sale items are non-refundable)

Refund Process

How do refunds work?
Once your return is received and inspected, we will notify you by email regarding approval or rejection.
If approved, the refund will be processed and applied to your original payment method within a few business days.

What if my refund is late or missing?
If you haven’t received your refund:

  1. Check your bank account again

  2. Contact your credit card company (processing time may vary)

  3. Contact your bank

If you’ve completed all these steps and still haven’t received your refund, please contact us at support@ecototz.com.

Exchanges

Do you offer exchanges?
We only replace items if they are defective or damaged. To request an exchange for the same item, please email support@ecototz.com.

Gifts

How are returns handled for gifts?

  • If the item was marked as a gift and shipped directly to you, you’ll receive a gift credit once the return is received.

  • If the item was not marked as a gift, the refund will be issued to the original purchaser.

Shipping Notes

How long do exchanges take to arrive?
Exchange delivery times vary depending on your location.

Should I use tracking when returning an item?
If you are returning an item valued over $75, we recommend using a trackable shipping service or purchasing shipping insurance. We cannot guarantee receipt of returned items without tracking.

Final Note

Why can’t order changes always be accommodated?
To meet the high demand for fast delivery, most orders ship within hours of being placed. If your order has already shipped, we may be unable to make changes. Thank you for your understanding.