Frequently Asked Questions
WE ARE HERE TO HELP
Want to find out more about our TRIBU?
Our boxes, shipping and plans?
The answers to these and more questions can be found below
How does it work?
It's easy. We offer flexible pre-paid plans of 3, 6, 9 and 12 months worth of toys so you can choose the plan that best fits your family.
Once you purchase a pre-paid plan of your choice, we will send you your first Tribu Box containing toys that are adequate to your child's brain developmental needs at that point in time. You can return this box whenever you are ready, at your own convenience and time. As soon as we have received your previous box, your next box will be on its way to you for as many times as your pre-paid plan allows.
Is Tribu a rental service?
Yes, our Tribu box is meant to be passed on from child to child. Tribu is a high quality educational toy and activity box rental service. We strongly believe that the rental model adds up to our sustainability pillar.
Why renting and not selling?
We have big sustainability dreams. In our honest opinion, selling new items simply does not align with that.
What is your philosophy?
We believe that toys should be fun for both parents and children, they should be educational and made to last. They shouldn't pollute, clutter our homes or make our parenting duties more difficult. We truly believe things could be done easier and better.
Our promise to you extends way beyond sustainability, circular economy or a clutter-free home. We have a commitment to providing you with educational, safe, clean toys for your children to use and enjoy. Our responsibility extends to the content we curate for you, as we aim to deliver advice based on extensive research and specialists' expertise. We dedicate our everyday to provide caregivers with the best resources for child development, in a sustainable and easy-to-digest manner.
Who are the founders?
PRODUCTS & GUIDES
Are Tribu toys safe for my baby?
You can be assured that every Tribu toy your baby touches is not only made to last but also to meet and exceed health, safety, and environmental protection standards for toys sold within the European Economic Area. After a box is returned, each toy is rigorously checked, disinfected and repaired (if needed).
Are your toys and guides approved by experts?
Each toy and guide in your Tribu box has been carefully selected and curated based on extensive scientific research. As an extra filter, all our materials have been reviewed and approved by professionals in the education and neuroscience fields.
My baby broke one of the toys. What now?
These things happen and it's totally ok because your pre-paid plan includes a rental insurance.
Of course, the whole point of our project is that toys are loved over and over again, and we trust that you take care of them as if they were your own. But, life happens and if you or baby break a toy, it's not a big deal. Just do the following:
1. Stop using the toy immediately
2. Notify us to firstname.lastname@example.org so we can send you a new one right away
3. Send all toys (incl. the broken toy) back to us with the rest of your other toys at the end of your rental period.
We'll repair it and if it's beyond repair, we'll properly discard it for recycling. You'll not be charged at all for any broken toy.
Can I buy toys from my Tribu box?
Sometimes our babies (or us) get attached to a beautiful toy. You can keep it and give it all the love you've got. You don't have to do anything, we will check the inventory once the box comes back to us and charge your payment method accordingly for the missing toys.
Since what age can my baby play with Tribu toys?
Do the toys inside my Tribu box come with instructions?
Each and every box comes with a step-by-step guide for caregivers, backed by extensive research and approved by experts in children's brain development. All of the good stuff, summarised and crystal clear for busy parents.
How do I store my Tribu toys?
Store them in the box we sent them in, in a dry and cool place.
We recommend keeping them in the box we sent them in and highly encourage sending them back in the same box after the rental period.
Re-using is amusing.
Can I clean my Tribu toys?
Just use a slightly moist wet wipe and be gentle.
How do I choose which level my child gets?
Each box is organised by age, so when you are in the product page, select the box that matches your baby's age.
If you are pregnant, you can simply choose a shipping date close to your due date. We recommend ordering it a bit before so you allow time for processing, shipping and to assemble the mobiles at home.
Until what age can my child use Tribu toys?
From 0 to 12 months.
What is included in my Tribu Box plan?
1. An average of 6 premium educational toys in each box
2. A step-by-step parental guide.
3. Shipping and returns are included.
4. The confidence that everything has been curated, is research backed and approved by experts.
5. Rental insurance
6. Flexibility: return each box at your own time
7. Convenience: Next box shipped as soon as you return the previous one
How does the subscription really work?
We offer flexible pre-paid plans of 3, 6, 9 and 12 months worth of toys so you can choose the plan that best fits your family.
The Tribu cycle works as follows:
1. You choose a Tribu Box pre-paid plan that fits to your family's needs e.g. Tribu Box pre-paid Plan Maxi
2. You choose a shipping date on checkout, if you do not fill this part, we will send your first Tribu box ASAP.
3. Your Tribu Box will be delivered right to your doorstep on your chosen shipping date and you will enjoy it to the fullest.
4. When you are ready to say goodbye to your first Tribu Box, you can send it back to us.
5. As soon as we have received your previous box, your next box will be on its way to you for as many times as your pre-paid plan allows. Meanwhile, the toys in your previous box will be disinfected, repaired (if needed) and sent to a another family.
How do I manage or cancel my subscription?
Our flexible pre-paid plans do not need to be managed or cancelled as they have a clear end date. We made sure we are offering you transparent, flexible and stress-free pricing with no surprises.
Please do keep in mind, when choosing the right plan for your family, that we only offer boxes from 0 to 12m babies. So, e.g. your baby is 4 months old, we'd suggest choosing a 9 month plan so that your baby can enjoy our service until they are 12 months old and that you are not paying for months that you'll not be using.
Do I have to return the toys?
Yes and No.
Yes, our Tribu cycle works in a way that toys are passed on from child to child.
No, we understand that you might want to keep a toy. Sometimes our babies (or us) get attached to a beautiful toy. You can keep it and give it all the love you've got. You don't have to do anything if you want to keep a toy, we will check the inventory once the box comes back to us and charge your payment method accordingly for the missing toys.
When should I return the toys?
Depends on your pre-paid plan.
For the 3 month pre-paid plan, you will receive 1 box to be used for 3 months from the moment you receive it. As a gesture of goodwill, we will give you 30 extra days of grace period for you to return the rental box in your own time.
For the 6, 9 and 12 months pre-paid plans, you will receive your first box to be used for as long as you like and to be returned at your own time. As soon as we have received your previous box, your next box will be on its way to you. This will apply for as many times as your plan allows. However, the total of your boxes should be used within the contracted time. As a gesture of goodwill, we will give you 30 extra days of grace period for you to return the last Tribu box of your plan in your own time.
If a customer has not returned their last box after the contracted pre-paid plan time and the given grace period, an over-time fee equal to the full rental price will be charged (€19.99) on a monthly basis (1) until the customer returns the box or (2) for a maximum of 12 consecutive months of paying the over-time fee. This over-time fee will apply starting on the first day after the former contracted pre-paid plan has officially ended.
SHIPPING & RETURNS
Where do you ship to?
We offer free shipping & returns in Germany.
We also offer shipping and returns to all EU countries for a reduced fee of €5.99 per way. This fee will be calculated at checkout depending on the pre-paid plan you've chosen.
I did not like my Tribu box. Can I return it?
That makes us sad but we get that not everyone loves pre-loved toys. If you are not satisfied with your Tribu box, please reach out to us and let us know how we can help. We take great pride in our carefully crafted boxes.
However, if you still are not happy, you can return your box within 14 days of receiving it for a full refund, minus shipping costs. We dislike hassle and complicated return procedures.
I am pregnant. Can I pre-order my Tribu-Box?
At checkout, you can choose when you want your first box to be shipped. If there's no input in this field, we'll just assume you want your first Tribu Box ASAP.
What do you do with old toys?
After a box is returned, each toy is rigorously checked, disinfected and repaired (if needed). Toys that are still in excellent condition will be fulfilled in a new Tribu box for another child.
If the toy is still great but not quite in the highest standards we've set for Tribu Box rentals, we'll donate it and if it is broken beyond repair, we'll properly discard it for recycling.
Where do I direct questions, comments or issues?
We are here to help.
Shoot us an email at email@example.com
Do you do partnerships with content creators?
We would love to, the more the merrier. We want this Tribu to grow and content creators are a great tool. If you are interested in partnering up with us, send us an email at firstname.lastname@example.org
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