FAQ | TOMY

Frequently Asked Questions

As of October 15, 2017, The First Years Multiple Birth Program has been suspended. We thank everyone for their participation through the years and are honored to have been a brand parents of multiples can rely on. We hope you will continue to turn to The First Years for the gear you need to get through the infant and toddler years. Please follow us on Facebook and Instagram to take advantage of special insider promotions and sampling programs.

Seven years from the date of manufacture. Major manufacturers adhere to a seven year "expiration date" from the date of manufacture to insure that changes by automakers in seat technology, as well as advances in child car seat technology, work together to enhance child safety. Please check your car seat for the date.

The newborn sling is suggested for use up to 3 months. However, should the child be able to have controlled body movements prior to that (such as rolling),  we recommend that you discontinue use of the sling. 

The reclining side of the tub can be used until the child has the ability to sit up (an average of 8 months old) Discontinue use of reclining end once child is able to pull up to a sitting position and begin to use the upright toddler seat at opposite end instead.

The tub, in any stage, is recommended for children under 25 pounds. Once the child reaches 25 pounds, we recommend discontinuing use of this tub. It ultimately is up to the parent to gauge their child's development and decide when to move the child between the 3 stages of use.

Feeding Tray: The feeding tray is top rack dishwasher safe. Use normal settings. Do not use high temperature setting (sani-cycle). You can also wash the feeding tray in warm water using a mild liquid soap and rinse thoroughly with clean water.

Seat cushions: The fabric side can be cleaned with a damp cloth or sponge using mild liquid soap. Wipe with clean water, and then wipe dry or let air dry. 
For machine cleaning: Remove the seat cushions and wash in cold water on gentle cycle. Do not use chlorine-based bleach. Tumble dry low or hang to dry. Do not dry clean. Do not iron.

Straps and Safety Harness: Clean with a damp cloth or sponge using a mild liquid soap. Wipe with clean water and then wipe dry or let air dry. For machine cleaning: Remove the straps and safety harness completely from the seat. Machine wash in warm water on gentle cycle. Do not use chlorine-based bleach. Hang to dry. Do not dry clean. Do not iron.

Seat and base: Wipe surface with a damp cloth or sponge using mild liquid soap. Wipe with clean water. Air dry.

The First Years Close & Secure Sleeper is designed to be used with newborns and infants. We recommend that parents discontinue using the product with babies who are able to roll over or push themselves up on their forearms. 

The First Years breast pump is a single user product which cannot be autoclaved or sterilized without destroying the product.
Use by more than one person may present a health risk and will void the warranty.

It is important to thoroughly clean all parts of the pump according to the product instructions.

The tubing does not need to be cleaned. Only air passes through the tubes, and if water gets inside the tubing it will ruin the pump motor. To clean the exterior of the tubing use a clean damp cloth and wipe clean.

In addition to cleaning, mom should also gently lift the end of the flapper immediately before every pumping session. This simple step helps ensure that the flapper can move freely for optimum effectiveness.
For more information about your breast pump, please contact our Consumer Care team directly. You can email us at any time at consumer@tomy.com or visit our Contact Us page for an easy to use form. 

You can also feel free to call us at 1-800-704-8697 during normal business hours: Monday - Friday 8:00am - 4:00pm Central Time.   

At this time, we are only able to accept online payments for products available at TOMY.com.

TOMY offers a limited warranty on select products. Please see our Warranty Page for more details. 

TOMY does not have a consumer catalog available. Our website serves as our company brochure.

Safety of our consumers is a top priority for TOMY. Please click here to view any product recalls.

We will email you a shipping acknowledgement once we have shipped your package. The tracking number and web address for tracking your shipment will be included in this shipping acknowledgement email. Information on shipping times can be found on our Shipping Information page.

To receive a refund, your return must be sent back no more than 30 days from the date UPS delivers the package to you.  All returned merchandise must be unused with original ticketing & tags attached. Shipping charges for non-defective merchandise are not refundable.

  • Please contact Consumer Service for a Return Authorization (RA) number. 800-704-8697.   All returns must have an RA number.
  • All Online Returns must be sent back to our warehouse, located in Dyersville, Iowa.
  • All Internet returns will receive a refund issued in the original form of payment.
  • Gifts may be exchanged for merchandise or online credit. No refunds.

You are responsible to pay for the return shipping of non-defective items. 

Please include a copy of your invoice and write the RA # on the outside of your package. Send your return via US Mail, Priority Mail, UPS or FedEx to: 

TOMYSHOP / RETURNS 
2021 9th St SE
Dyersville, IA 52040
800-704-8697 

Please note that we are not responsible for return packages lost in transit. We recommend you get a tracking number or insurance for your return in the event the package is lost or misdirected. 

Returns received without an RA # or beyond the allotted time will not be accepted and returned to you at your expense.

  • We do not pay for return shipping fees of non-defective items
  • We Do Not accept returns for used non-defective merchandise
  • All Online returns must be sent back to our Dyersville, IA Warehouse

IT IS YOUR RESPONSIBILITY TO PAY FOR THE RETURN SHIPPING OF NON-DEFECTIVE (UNWANTED ITEMS)

We use a secure server to protect your ordering information as it comes to us via the Internet. All information entered in the checkout section of our online store (such as name, address and your credit card number) is encrypted with Secure Sockets Layer (SSL). This ensures you are in direct communication with TOMY.com.

For information about our shipping policies and rates, please visit our Shipping Information page.