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Frequently
asked questions
How do I set up my Toniebox?
The Toniebox is already in another Household
I do not hear any sound from the Toniebox speaker
How do I activate a mobile hotspot?
The Toniebox turns off when disconnected from the charging station
Code word: Hedgehog
Code word: Turtle
What is your Return Policy?
All
help topics
New here?
How do I set up my Toniebox?
I need help with my Toniebox set up
Your start-up checklist
Magnets and the Toniebox
How do I clean the Toniebox?
Where are tonies® products produced?
View all questions
General Information
Pricing Update 2023
How do I clean my Steiff Tonie?
View all questions
Troubleshooting & Tips
The Toniebox is already in another Household
The setup assistant won’t load
Initial start-up
How do I gift the Toniebox?
How do I set up my Toniebox?
Why can't I set up the Toniebox with a computer that is connected to the internet via ethernet cable?
I do not hear any sound from the Toniebox speaker
How do I download Tonies on my Toniebox?
How do I adjust the volume of the Toniebox?
The Toniebox LED keeps blinking blue and will not play any Tonies
Tapping the Toniebox to skip forward and back isn't working
How do I restart the Toniebox?
How do I activate a mobile hotspot?
How do I set up a Wi-Fi connection without the setup assistant?
What types of Wi-Fi networks can the Toniebox connect to?
Avoiding wireless interference
How do I put my Toniebox in Offline Mode?
How do I connect my Toniebox to a different Wi-Fi network?
How do I change the name of my Toniebox?
Can I control the Toniebox remotely via the mytonies app?
What type of headphones are compatible with the Toniebox?
How do I adjust the brightness of the Toniebox LED?
The Toniebox turns off when disconnected from the charging station
What type of battery does the Toniebox use?
Can I charge the Toniebox using other power supply units?
How long does it take for the battery to fully charge?
How long can I use the Toniebox with a full battery?
Code word: Hedgehog
Code word: Turtle
I'm having trouble logging in to my account
Oh no, that didn't work. I think your password is wrong.
The Toniebox flashes red and reports an error
Uh-oh! The download has stopped too soon. Please check if I'm still connected to the internet.
View all questions
Our Online Shop
Why does it say pending on my referral?
Does the referral code include free shipping?
Can I use a referral code with another discount?
Can I combine my referral reward codes?
I never received a referral reward, but my friend made a purchase?
I am getting a message that I am not eligible, why?
Do you ship to PO Boxes?
I'm missing part of my order
I need to update my shipping address
My tracking number doesn't work, help!
What if my order is lost or stolen?
Can I change or cancel my order?
What is your Return Policy?
Why did I get a refund?
Do you offer exchanges?
What is the 100 Day Happiness Guarantee?
How do I start a return?
When will I get my refund?
tonies® Subscription Shipping FAQs
tonies® Subscription Payment FAQs
How do I manage my tonies® Subscription?
What is a tonies® Subscription?
Do you offer teacher and military discount?
Do you have a phone number?
What is Klarna? How does it work?
Can I use more than one gift card in a purchase?
View all questions
mytonies
Missing permissions error when trying to record to a Creative-Tonie
The mytonies app keeps crashing- help!
View all questions
Creative-Tonies & Households
How do I rename my Creative-Tonie?
How do I remove a Toniebox from my Household?
How do I remove a Creative-Tonie from my Household?
How do I manage Household members permissions?
How do I invite other members into my Household?
How do I transfer ownership of my Household?
How do I upload content onto my Creative-Tonie?
How do I manage content on my Sleepy Sheep Night Light Tonie?
How do I add the pre-loaded content back onto my special Creative-Tonie?
How do I edit/delete content on my special Creative-Tonie?
How do I add new content onto my special Creative-Tonie?
How do I view the pre-loaded content on my special Creative-Tonie?
Why can a Creative-Tonie hold a maximum of 90 minutes of content?
View all questions
The Tonies
Using Tonies and Tonieboxes from other countries
How long are the stories on each Tonie?
View all questions