TIMIO Player + 20 Discs + Headphones | Educational Audio Interactive Toy | Including Portuguese, English, Spanish, French, German, Italian, Dutch, Mandarin Chinese languages | Age 2-6

Product Return Policy

Refund policy

Order cancellations: You can cancel your purchase at any time the same day that you placed your order. To cancel your order, e-mail us at timio.us@timio.co . Please include your order number, name, address and phone number and the reason for cancellation.

If you cancel your purchase, any charges that may appear on your payment method will be credited or cancelled immediately. 

Returns & Refunds - for an order you have already received: You may return the Timio within 10 days of receipt.

For fast processing:

1. Please notify TIMIO of the return as soon as possible by emailing us at timio.us@timio.co prior to returning the item.  Please include your name and order number in the email.

All components must be returned including the TIMIO player, the discs, storage bag and original packaging and user manual.

2. Put your TIMIO and components in its original packaging (including the discs and storage bag) in a shipping box, along with a note mentioning your order number and your name. Please make sure the Timio box is packed adequately in another shipping carton to prevent damage during shipping (we do not accept liability for returned packages which are damaged during transit).

3. Ship the parcel to us using a shipping company of your choice to the following address:

Timio US - Return: 26 Oak Ridge Rd Salem CT 06420

Timio Canada returns: 502-1250 Comox street Vancouver B.C, Canada, V6E 1K8

4. The shipping cost is paid by the customer who is also responsible of the product until TIMIO SG receives it. 

5. Once we receive your parcel, we will inspect the product to confirm it is in saleable condition and credit the payment method for the original charge within 24 hours, using the same means of payment as you used for the initial transaction. You will not incur any fees as a result of such reimbursement.

Store Policy

FAQs

1. What does it mean when all the LED's light up on models TM01-01 and TM01-02?
On TIMIO models TM01-01 and TM01-02 this is a low battery warning. Replace the batteries with three new identical AA alkaline batteries. Do not mix old and new batteries or batteries of different types. To extend battery life, turn the unit OFF when not in use. You may also use rechargeable AA batteries. These come with a charger and are available in most electronic stores. If you decide to start using rechargeable batteries, please use 2500mAh or higher, these last a long time between charges. If you are already using rechargeable batteries, these can become weaker after a number of charges, and not strong enough to power TIMIO. In this case please try new regular batteries to confirm if you need to change your rechargeable batteries with new ones.

2. How big is TIMIO?
TIMIO is approximately 210mm / 8.3inches high by 200mm / 8inches wide by 45mm / 1.65 inches deep. TIMIO weighs approximately 365g / 13ounces.

3. Does TIMIO need an internet connection?
No. After inserting the batteries, TIMIO works right out of the box and wherever you go, absolutely no WiFi needed. So, you can also take it with you in the car, for example.

4. How many batteries does TIMIO require?
TIMIO works with three AA batteries. The battery compartment is safely concealed with a screw, making it much harder for children to access. If using rechargeable batteries, please use 2500mAh or higher, these last a very long time between charges. But keep in mind that even rechargeable batteries degrade over time and may need to be replaced after a few months of usage.

5. Are the batteries included?
Unfortunately, due to shipping regulations, batteries are not included.

6. How long will the batteries last?
It very much depends on the kind of batteries used. The generic store brands will not last very long. While the better quality brands like Duracell or Energizer will last substantially longer. Under normal usage conditions, when turning the power button to the OFF position when not in use, batteries should last a few weeks. If using rechargeable batteries please use 2500mAh or higher, these last a very long time between charges. We tested the Duracell 2500mAh rechargeable batterie for one hour of play per day and they lasted a whole month before needing a recharge. But keep in mind that even rechargeable batteries degrade over time and may need to be replaced after a while.

7. Why doesn’t TIMIO have an integrated rechargeable battery?
TIMIO is currently sold in 60 countries. As a small team we are not able to deal with the different and strict country-specific shipping regulations related to rechargeable batteries, which are considered dangerous goods. Another negative point regarding an integrated rechargeable battery, is that if it is not used for a long period of time (few months), the battery will die, and the whole device will need to be discarded. Finally, please keep in mind that, while practical, an integrated rechargeable battery needs to be recharged frequently, just like a phone. So if a child wants to play, the device may not be readily available. We do however recommend using rechargeable AA batteries of 2500 or 3000mAh. We have tested these, and for an hour of usage per day, they lasted over a month! To save further power, we recommend turning the TIMIO power switch to the OFF position when not in use.

8. Can I use headphones with TIMIO?
Yes! TIMIO has and audio jack on the top of the unit for wired headphones. TIMIO does not work with bluetooth headphones.

9. Does TIMIO have Toys Safety Certifications?
Yes TIMIO passed the most rigorous toys safety tests. TIMIO is made of ABS food grade plastics (BPA-free): - CE SAFETY TEST NO. BL-SZ1998072-101 EN62368 - CE RF TEST NO. BL-SZ1998072-402 EN300330 NFC - CE EMC TEST NO. BL-SZ1998072-401 EN301489 - CE EMF TEST NO. BL-SZ1998072-701 EN62479 - RF FCC & IC NFC TEST NO. BL-SZ1998073-402 FCC ID 2AUE7-TM0101 / ISED NR 25403-TM0101 - EMC FCC/ISED TEST NO. BL-SZ1998073-401 - ITS TOY SAFETY TEST NO. HKGH02510361 ASTM US CFR CANADA Canada Consumer Product Safety Act Toys Regulations

10. What age is TIMIO suitable from?
TIMIO has been tested for kids 2+. But some parents have told us that their kids can use it as early as 18 months. TIMIO can also be used by parents to play lullabies to help babies fall asleep quickly.

11. Can you use TIMIO to stream music?
No. TIMIO’s own curated content is already pre-loaded, so playing or streaming other content isn’t currently possible.

12. Can I add my own MP3 files to TIMIO?
TIMIO doesn’t use the MP3 file format. It uses a proprietary encoding, so it’s not possible to add any sort of content to TIMIO.

13. Does TIMIO have a good quality audio?
From the start, we wanted to offer parents a better sound quality than we’re used to with children's toys. So, we tested several speakers and adjusted our sound files to sound great! Music is a pleasure to listen to and children can easily understand words and enrich their vocabulary.

14. Is it possible to replace discs if they get lost?
As of today, we do not have a disc replacement program.

15. How many discs are there in total?
Currently, there are a total of 25 discs that are available. 5 come with the TIMIO player and 20 others are sold separately in 4 packs of 5 discs each. All discs can be played in 8 languages. That’s over 4000 files and more than 24 hours of content.

16. Do I have to buy different discs for the different languages?
No, all discs can be played in all languages. The language setting is on the player. Switch languages by holding the globe icon for three seconds, and release it when you hear your language of choice.

17. Do you intend to produce more discs with new content in the future?
Yes, it’s very likely that we will issue more discs in the future and make them available on our website. If you have content ideas, please send us your suggestions!

18. How will future content be updated on TIMIO?
TIMIO has an SD card accessible from the battery compartment. When we develop new discs with new content, these will be delivered on a new SD card to replace the existing one. The SD card will contain the old and new content so that you can still play all your current discs. As an added option we will also make the new files available online to download onto the SD card. link text

19. Does TIMIO have a warranty?
We provide a 1-year manufacturer warranty beginning from the date of purchase. In any case of TIMIO exhibiting a defect in normal use during the 1-year warranty period, TIMIO B.V. will, at its option, replace the product free of charge within a reasonable time after the defective product is returned.

20. Where is TIMO manufactured?
TIMIO was designed in Europe with quality and safety in mind and manufactured in China. We have visited the factory in China to insure we work with a partner that upholds the highest international standards for quality and safety.

21. How durable is TIMIO?
TIMIO has been developed with kids in mind. It has been tested in the factory quality laboratory and can handle typical kids’ rough handling with ease.

22. Do you ship internationally?
Yes, from US we ship directly to Canada. Please refer to the shipping cost per Province or territory of Canada during checkout. For other countries outside US we do have a European site https://timio.co, an Asia site https://sg.timio.co and an Australian site https://au.timio.co

23. Do I have to pay duties, Sales Tax, HST/ GST/ PST/ VAT ?
Timio is an educational toy with HS Tariff Code: 8543.70.9301 that does not have import duties in most countries worldwide.
In USA, only in Texas Sales Tax is chargeable
In Canada, Australia, Singapore, Hong Kong no additional taxes are charged, as your order will be shipped from local source. Note that we also have 3 more international stores Europe: https://timio.co Australia: https://au.timio.co Singapore: https://sg.timio.co
Depending on your location you may have to pay GST (VAT) because you are importing from the US. Please check your local rules and regulations. The customer is responsible for all fees charged by their country's customs authorities. 

24. My TIMIO is not working properly, what should I do?
If your TIMIO is not working properly, it's very often because of the batteries:
1) Please try changing the batteries with new ones. Note: when exchanging batteries, please make sure you don't mix old and new ones.
2) Only use high quality batteries. Cheap store brand batteries are weaker and may cause issues.
3) If you are using rechargeable batteries, please note that they do get weaker over time if they have been used several times. So while they may be charged, they will drain very quickly. To check this, we recommend testing your TIMIO with regular batteries.
4) If you decide to use rechargeable batteries please make sure they are at least 2000mAh. If less, they will drain fast. 4) Does the issue occur with every disc? Please test several discs, as it could be just one defective disc. If you are still experiencing issues please contact us timio.us@timio.co

25. My TIMIO is not reading the correct file
If you put a disc and then rotate it quickly, TIMIO may for a brief second read the wrong file. That's because TIMIO requires one full second to recognize the position of the disc. TIMIO corrects itself automatically after one second. So if you rotate the disc after placing it, just wait one more second before pressing an image.

Shipping

Orders placed before 5 p.m. will be shipped the next business day (except weekends and public holidays). Orders are shipped after payment is received. 

Estimated delivery times:

East Coast - 2-3 business days

Rest of U.S. - 3-5 business days

Note: The delivery time is an estimated delivery time. The delivery time refers to the period between the order and the arrival of the goods at the customer. Circumstances can always delay the delivery time. From experience most packages are delivered within two weeks. Our shipping partner always uses a period of 2 weeks before an official package inspection is started.

Attention: Enter your phone number when placing your order. If there are any problems with the delivery, contact can be made on location.

Shipping cost:

The following shipping costs are calculated according to the destination country:

U.S. - Free shipping on orders over $130 

Canada - $19.90 shipping  -  Canadian customers subject to pay brokerage/import fees (UPS)

If an item is out of stock, the customer will be informed as soon as possible. Sometimes certain items are not kept in stock. In this case, the goods are sent from our supplier directly to the customer...

Order cancellations:

You can cancel your purchase at any time the same day that you placed your order. To cancel your order, e-mail us at timio.us@timio.co . Please include your order number, name, address and phone number and the reason for cancellation.

If you cancel your purchase, any charges that may appear on your payment method will be credited or cancelled immediately. 

Returns & Refunds - for an order you have already received:

You may return the Timio within 14 days of receipt.

For fast processing:

1. Please notify TIMIO of the return as soon as possible by emailing us at timio.us@timio.co prior to returning the item.  Please include your name and order number in the email.

All components must be returned including the TIMIO player, the discs, storage bag and original packaging and user manual.

2. Put your TIMIO and components in its original packaging (including the discs and storage bag) in a shipping box, along with a note mentioning your order number and your name. Please make sure the Timio box is packed adequately in another shipping carton to prevent damage during shipping (we do not accept liability for returned packages which are damaged during transit).

3. Ship the parcel to us using a shipping company of your choice to the following address:

Timio US - Return:

26 Oak Ridge Rd
Salem CT 06420

Timio Canada returns:
502-1250 Comox street
Vancouver B.C, Canada, V6E 1K8

4. The shipping cost is paid by the customer who is also responsible of the product until TIMIO SG receives it. 

5. Once we receive your parcel, we will inspect the product to confirm it is in saleable condition and credit the payment method for the original charge within 24 hours, using the same means of payment as you used for the initial transaction. You will not incur any fees as a result of such reimbursement.

Warranty

Your TIMIO is covered by a manufacturer warranty for a period of 12 months from the date of purchase and only valid with a proof of purchase. If a manufacturing defect is found, we will be happy to repair or replace your TIMIO. A manufacturing defect is defined as any fault in the product’s materials or workmanship, which is present at time of receipt. The following conditions are not classed as manufacturing defects, and will not be covered by the manufacturer’s warranty:

• Accidental damage, misuse or abuse
• Normal wear and tear
• When the product is not used or maintained in accordance with the Care & Use Instructions
• Staining caused by foods with strong colorants.
• Melting caused by heating

Before any refund or replacement can be given, we may require the product to be returned for inspection. As there are occasions where it may not be necessary to send the product back, please send an email to timio.us@timio.co before returning any items. In many cases, we may simply ask for photographs or video of the product fault. If you are required to return the product, please make sure it is packed adequately to prevent damage. We do not accept liability for returned packages which are damaged during transit.

How can I return my TIMIO under warranty?

Please run through the FAQ section or consult the User Manual to see whether your issue can be resolved.

In the very unfortunate case you discovered a manufacturing defect* or malfunction, you can send your TIMIO back to us within one year from the date of purchase along with a proof of purchase.

1. Please notify TIMIO B.V. of the return by email to timio.us@timio.co prior to returning the item. Don’t forget to mention your name and order number in the email for fast handling.

2. If you have to send it back, put your TIMIO preferably in its original packaging (including the discs and storage bag) in a shipping box, along with a note mentioning: your order number, your name, and the issue. Please make sure it is packed adequately to prevent damage during shipping. Mail the parcel to us using a shipping company of your choice to the following address: TIMIO U.S. – Warranty, 26 Oak Ridge Rd, Salem, CT 06420

3. The shipping cost is paid by the customer who is also responsible of the product until TIMIO receives it.

4. Once we receive your parcel, we will carefully inspect the product. If the defect or malfunction is covered by the warranty, we will send you a new TIMIO as replacement as soon as possible to the address provided. If not, we will let you know why via email.

Note:
*A manufacturing defect is defined as any fault in the product’s materials or workmanship, which is present at the time of purchase or a malfunction discovered during initial usage. The following conditions are not classed as manufacturing defects, and will not be covered by the manufacturer’s warranty:

• Accidental damage, misuse or abuse
• Normal wear and tear
• When the product is not used or maintained in accordance with the Care & Use Instructions (see User Manual included with TIMIO)
• Staining caused by foods with strong colorants.
• Melting caused by heating
• Tampering with the SD card

We do not accept liability for returned packages which are damaged during transit.