Frequently Asked Questions

We're here to help! Hopefully your question is answered below. If not, feel free to contact us.

Delivery and Returns
Where do you deliver to?

We currently ship worldwide from yotoplay.com but there may be some countries where we cannot, due to high shipping costs or regulatory reasons. This will be indicated at checkout. For US customers, please visit us.yotoplay.com

How long will delivery take?

Shipping times vary by location - if your ordered products are in stock we will aim to dispatch by the next business day. 

Despite the effect that Coronavirus is having on the world, we can confirm that orders are being dispatched as normal. Royal Mail is also operating as normal however it’s likely some areas of the country will experience some level of disruption due to Coronavirus-related absences at local mail centres or delivery offices. We'll ensure to keep you up to date with any changes to this. Please don't hesitate to get in touch if you have any questions.

UK Standard shipping time: 3-5 working days from dispatch 
UK Premium shipping time: 1-2 working days from dispatch (Operating by FedEx, order before 3pm to get next day delivery. Note that FedEx doesn't deliver on weekends and bank holidays)
EU Standard shipping time: 3-5 working days from dispatch 
Rest of the world Standard shipping time: 5-7 working days from dispatch

How much does delivery cost?

We offer free delivery to many countries (subject to minimum order value). For other countries and lower order values, the shipping cost will be indicated at Checkout.

I haven’t received an email confirmation after I purchased from you.

Sorry about that. Please contact us here and we’ll get that sorted promptly

My item hasn’t arrived

Postman Pat has a lot to answer for. Please contact us and we’ll look into it straight away!

My item arrived damaged

Yikes. We’re sorry about that. Please contact us at Customer Support and we’ll get a replacement out to you asap!

What's your Christmas shopping returns policy?

For purchases from the 1st October 2020 to the end of the year we will accept returns requests either to the end of January 2021, or 60 days from the date of your purchase, whichever is the later. More information about returns here. 

Yoto Player
What is a Yoto Player?

Yoto Player is a carefully connected screen-free speaker made for children. It's controlled with physical cards, playing only the audio content you want them to listen to.

Does Yoto Player require WiFi?

Yes, you need a 2.4Ghz WiFi connection in order to setup Yoto Player. When you insert a Yoto Card into Yoto Player it downloads the content from our server. Once it has downloaded the content, then it can be used without being connected on future occasions*. The player has up to 140 hours/ 8Gb of audio storage. 

*Note that you can disconnect Yoto Player from the Wifi via the app. 

How do you setup Yoto Player?

Download the Yoto App for iOS or Android which will guide you through our very quick setup process. It normally take only a few minutes to get Yoto Player up and running!

Is it waterproof?

Yoto Player isn’t waterproof. Please keep it away from the bath!

Where can I buy Yoto Player?

Yoto Player is currently available to purchase here at yotoplay.com. We'll be adding further stockists in the near future.

How long does the battery last?

It depends on usage and content. Expect at least 6 hours continuous play and 8-10 hours on standby. We will be continuously improving this via software updates.

My kids have smeared food/toothpaste/bodily fluids (delete as applicable) all over their Yoto Player. What’s the best way to clean it?

The Yoto Player is designed to be pretty robust so you can simply clean it with normal, non-corrosive household products.

What age is Yoto Player suitable for?

Yoto Player is suitable for use by anyone aged 3 and over. However our content library contains cards suitable for children from birth to 12 years old.

Yoto Club
What is Yoto Club?

Yoto Club is our monthly subscription service. As a member, you’ll receive a selection of new content straight to your door every month. That includes cards that are brand new to Yoto and not yet available to buy on the store. You’ll also enjoy a 10% members discount on Yoto webstores as well as exclusive in-app content.

What do the Yoto Club packs include?

When you sign up to Yoto Club, you will receive a Welcome Pack which includes the following goodies:

 - Your Club Card: This will give you a full introduction to Yoto Club and will be updated each month to keep you up to date with each month’s Club Pack

-  2 x Rings Binders: Turn your monthly Club Packs into a fun folder!

-  A Sticker Sheet

-  2 x Make Your Own Cards

You’ll then receive monthly Club Packs filled with fun, exclusive content:

-  2 x Exclusive Audio Cards: A monthly selection of exciting audio, not yet available on

the Yoto Card Store

-  2 x Activities: Fun activities to play while listening

-  Your Monthly Calendar

-  A New Postcard: Share the love by sending some “old school” mail to friends and

family

-  A Colouring Art Project: These will get bigger and bigger each month

What age range is Yoto Club for?

Yoto Club is available for two age ranges. Youngsters can receive Club Packs for ages 3-5 and the wise elders among us will enjoy Club Packs for ages 5-8. You can nominate your age preference when you sign up, and can also order multiple subscriptions for multiple ages if you like.

How much does it cost?

Yoto Club costs £12.99 a month for one subscription. If you want to buy two Yoto Club subscription (e.g. for multiple age groups), you will get 10% off at the checkout. You can unsubscribe at any time!See terms and conditions.

How do I keep my details up to date?

If you move to a new house, need to change your email address, payment method or something else - head here and sign-in to your account.

When will I receive my monthly Club Pack?

You will receive your Yoto Club in the first week of every month.

When do you charge the monthly subscription?

You will get charged for your first subscription the day you join Yoto Club, and then we’ll take payment on the 20th of each month for the next month’s Club Pack.

Is Yoto Club available in my country?

Yoto Club is only available in the United Kingdom. We can't wait to welcome new members from far and wide in the not-too-distant future!

How do I claim my 10% discount?

Just log into your Yoto account before shopping at Yoto webstores. Your 10% members discount will be automatically added for you at the checkout. Please note that you cannot add other discounts on top of your Yoto Club discount, however you can replace your discount with other offers. For example, if you have a discount code for 15% off, you can use this instead of your Yoto Club membership.

Can I stop my subscription?

You can stop your subscription at any time by logging into your Yoto account. If you cancel before the 15th of the month, then you will not be charged again and will receive no further Club Packs from us. If you cancel after the 15th, then you’ll be charged for the final time on the 20th of the month and will receive your final Club Pack at the beginning of next month.

Yoto App
What does the Yoto App do?

The Yoto App allows you to get your Yoto Player online and remote control your Player. You can scan cards on the app and play them straight from your phone*. There is also some content you can access to free. We're adding really exciting new features and will update the App as soon as they're ready!

*Phones with NFC Reader are compatible with this feature: Iphone (7 and above), Samsung Galaxy (S5 and above), Huawei (P10 and above), Pixel and above (including XL models) and others (OnePlus, Motorola, LG, Nokia, Sony, HTC). More information here

How do I download the Yoto App?
Do I have to buy a Yoto Player to make use of the app?

No, you don’t need a Yoto Player to play cards. You can play cards straight from your phone*, just download the app and for Android phones or iPhones 10s and above hold the card to the phone. For iPhones 7 and above you can activate scanning by selecting "Scan Card". The card will be added to your Library and can be played from your phone or a Yoto Player if you have one.

*Phones with NFC Reader are compatible with this feature: Iphone (7 and above), Samsung Galaxy (S5 and above), Huawei (P10 and above), Pixel and above (including XL models) and others (OnePlus, Motorola, LG, Nokia, Sony, HTC).

Yoto Cards
How do Yoto cards work?

Yoto Cards work using NFC technology, just like in your contactless credit card. They contain a link to the content which is stored on our servers. When inserted into Yoto Player, the Player downloads the content.

Do I have to buy a Yoto Player to play cards?

No, you don’t need to buy a Yoto Player to make use of the app, you can access free audio content which includes podcast, story and music.

What do I do if I lose a card?

Make Your Own cards are also useful if you happen to lose a card (maybe it gets wedged down the side of the sofa, or behind the bed!). All the Yoto cards you purchase are visible as virtual copies in the Yoto app.

1. Link your virtual card to a real card - go the My Library section of the app and find the virtual version of the card you have lost. Tap on the title to open the detail page for it, then select the three dot menu and select Link To A Card. Then insert a Make Your Own card into Yoto Player and confirm by pressing the LINK button. You should see a 'record' icon on the display, followed by a green tick to indicate a successful link. The card should now be removed and reinserted in order to play it.

2. Immediately find the 'lost' card in the sock drawer - because isn't it always the way!

Make Your Own Cards
What are Make Your Own cards all about?

With Make Your Own cards, you can choose what you want to put on them, so it’s time to get creative.

You can make a card from stories, songs and sounds that you record yourself. Or you can use songs from your own music collection - if you have a bunch of MP3s you’d like to make a playlist from.

You can also make cards from our curated selection of radio stations and podcasts - which are available on the app - so that you can play these on Yoto Player, directly from a card.

You can even make cards for radio stations and podcast episodes not featured on the Yoto app. And you can make replacement cards for ones you have temporarily misplaced behind the sofa!

And if you want to update a card with new tracks, you can do this. And if you want to put something completely different on the same card, you can do that too, just by repeating the instructions below.

What content can I link to blank cards?

You can add any audio content you like (as long as you own the content that is!). It might be music that you own the mp3’s for, audio books that you have purchased elsewhere, or even stories and songs that you’ve recorded yourself performing!

How much can I put on each card?

The limit for each card is as follows:

- 100 tracks per card

- 100MB maximum file size of any single track

- 500MB maximum total file size of the audio content for any one card

What format can I use to make my own Yoto cards?

You can make Yoto cards with any content that you own that is in MP3 or AAC/M4A format.

Can I reuse a Make Your Own card?

The answer is a simple, yes!

If you want to put different content on a Make Your Own card, just go through the same steps as you took to make the card in the first place, and the new content will overwrite the old content.

Can I make cards from iTunes content?

Yes. iTunes uses AAC/M4A so your owned iTunes content should work on Yoto. Please note you will need a desktop computer to extract your audio files from iTunes.

Can I make cards from Spotify content?

Spotify is a streaming service, with a subscription payment model, so you can't download music in MP3 or AAC. There is not currently any support to play Spotify playlists on Yoto.

Account
Why do I need an account?

We require customers to create an account so that we can ensure any content that you have purchased is correctly added to your account, meaning you can access it. If you are a Yoto Club customer, we also must have an up to date address and email address for you so that we can continue to send your cards to the correct location.

I’ve forgotten my password

Go to the login page and select the Forgotten your password? link.

What do you do with my information?

Please rest assured that we keep your information safe and never share it with anyone else, but we do use 3rd party programmes in order to keep your information safe. See more in our privacy policy.

Yoto Referral Scheme
Where can I find my referral link?

You will receive your referral link by email within 24 hours of placing an order on Yotoplay.com.

Can’t find your referral email? No worries, you can generate another link by visiting this page.

How do I refer a friend?

To refer a friend, simply share your referral link with them via email, text, WhatsApp, carrier pigeon, social media – or any other way you wish.

What rewards can I earn? How can I use them?

For each friend that buys a Yoto Player, you get £10 credit. Currently you can use your credit on Yotoplay.com to purchase any Yoto products.

What rewards do friends I refer get?

By using the link you send, your friend(s) will receive £10 off a Yoto Player.

Where can friends enter my referral code?

The referral code will be directly apply at checkout, if your friend shops from the link you have sent. 

How do I track the referral status?

You can track your referral status by visiting your Referral Candy Sharing page; select "Your Rewards" to view them.

If your friend has made a purchase using your referral link and the order meets the requirements, we will email you your £10 credit after 7 days.

Is there a limit to the number of people I can refer?

There is currently no limit to the number of people you can refer. Go wild before we change our minds!

Can my friend apply my referral code after making a purchase?

Your friend cannot apply referral code after a purchase has been made. Make sure they understand this before they purchase.

Yoto Affiliate Programme
What is an Affiliate Marketing Program?

The Yoto Affiliate Program is a service that allows qualified participants to earn a commission on sales referred to our website using specially tracked links. We will provide you with custom links and banners that you can post on your website, blog or social media. When a visitor you refer to us through that links makes a purchase, we keep track and give you a commission on that sale.

How do I sign up?

You can apply to become an affiliate by filling the form here. We welcome applications but reserve the right to accept or refuse affiliate and to revoke affiliates at any time at our sole discretion.

What is the commission rate?

We pay a 15% commission on net (excluding VAT and shipping cost) for every Yoto Player sale made by a new customer. See terms and conditions for more information.

What is the cookie duration?

If a visitor comes to our websites from your link but does not purchase on that visit, you can still earn commission on sales from that customer if they return and make a purchase within 15 days. This works even if they navigate directly to the website on a return visit as long as they haven’t deleted their cookies.

When do I get paid?

The Affiliate Commission, when validated, will be payable at the end of the calendar month after the month in which the Transaction occurred. Please note that we proceed to payment via paypal only, affiliate must provide a valid paypal email to receive payment at application. The Affiliate will be solely responsible for any delays in payment resulting from its failure to so do. 

Do I receive any special discounts as an affiliate?

We don't offer any special discount to our affiliates although you can purchase Yoo product via your own links to earn a commission on that sale!

How much money can I make?

That is entirely up to you! Your ability to earn will be based on how much traffic you can generate and the level of engagement and trust you have with your audience.

How do I create a link to Yotoplay.com?

Your affiliate link is accessible on your dashboard. Login here. 

How many links should I place?

There is no limit. We encourage you to use as many as necessary and appropriate to improve click-through and conversion rates. A graphic banner along with a text link will likely improve effectiveness.

How does the affiliate program know the order came from me?

Our system tracks a cookie that is automatically applied to the computer of a person who clicks on a banner or text link that has your affiliate ID number embedded within it. Each banner or link that you create is specifically tagged with your ID number, letting us know that you deserve commission on the sales you send our way. You can access all these banners and links by logging in your account and choosing from any of the banners or simple text links available. These links can be used from any website, put directly into a browser or emailed out in the case of text links.

Join the new and improved Yoto Club for exclusive first access to new content, deliveries straight to your door and more!

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