Information
Have a question? We are here to help!
Check out the most common questions our customers asked. Still have questions? Contact our customer support.
Where do I go for a return, refund, or exchange?
Please contact the retailer you purchased from first — they handle returns, refunds, and exchanges directly. This applies whether you bought in-store or online from JB Hi-Fi, Big W, Target, Harvey Norman, David Jones, Mighty Ape, Baby Bunting, or any of our other retail partners.
My item is faulty - do I contact you or the retailer?
Start with the retailer you purchased from — most faults are handled through their standard returns process. If your retailer directs you to us, or your item is outside their return window but still within warranty, contact us directly with your proof of
purchase.
How long is my warranty?
Most of the product ranges we distribute carry a 12-month warranty with some exceptions depending on the brand.
My order hasn't arrived or is later than expected
Check the shipping confirmation email from the retailer you ordered from — it will usually include a tracking link. If you ordered directly from us, contact us with your order number and delivery address and we'll check the shipment status.
How long does it take to get a reply if I do need to contact support?
Response times can be longer during periods of high demand. Including full details (proof of purchase, photos, order/RA numbers) in your first message is the fastest way to get a resolution without extra back-and-forth.
Do you ship to New Zealand or outside Australia?
Yes, we support customers and retail partners in both Australia and New Zealand.
A part of my product is broken or missing
Individual replacement parts are often available rather than a full product replacement. Contact the retailer you purchased from first, or reach out to us with the specific part needed.
My product isn't turning on or connecting
Try the following before contacting anyone:
● Check all cable connections are fully seated
● Confirm the device is charged or has fresh batteries
● For Bluetooth devices, check the device is in pairing
mode and not already connected to another device
● Try a different cable, outlet, or port
Where can I find more detailed Toniebox troubleshooting?
Tonies provides comprehensive FAQ content that can help resolve most common issues without needing to contact us. You can direct inquiries to these links, or read more here:
For replacement of smaller components, such as Toniebox chargers, please lodge a request through the link below so a replacement can be provided directly: