toucanBox FAQs

How can we help?

Visit our help centre for even more answers

My email address isn't recognized

If your email address is not recognized, we suggest double checking if you’ve used a different email address to sign up with, such as a work or a secondary email address.

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I forgot my password

Not to worry, just request a password reset email and you’ll be emailed instructions. If you don’t receive an email, we suggest checking your spam or junk folder, in case it ended up in there. If it hasn’t, just contact us and we’ll be happy to help.

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How do I create a password?

To make signing up easier, we don’t require you to create a password straightaway. However, if you’d like to make any changes or just access your account, you need to have a password. Setting one up is easy: request a password reset email and you’ll be emailed instructions. If you don’t receive an email, we suggest checking your spam or junk folder, in case it ended up in there. If it hasn’t, just contact us and we’ll be happy to help.

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When will I receive my box?

Petite boxes

We ship our Petite boxes every fortnight. After you have confirmed your order, your box will be dispatched within 3 working days and should arrive within 5 working days from then.

Grande and Super boxes

On your Grande or Super monthly subscription, your boxes will always ship on the 15th or the end of the month, and be with you within 5 working days.

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Where do you ship?

We deliver anywhere in the UK, including BFPO addresses. For countries outside the UK, there will be an additional overseas shipping cost. Just contact us with your destination and we can give you a quote.

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I haven't received my box yet, what should I do?

I haven't received my free box

If you cancel your subscription before we’ve had a chance to ship our free taster box, this box will also be cancelled. However, if this is not the case, please contact us and we will track down the box for you.

I haven't received my paid box yet

If you haven’t received your box 5 working days after it was dispatched, please contact us and we will track the box down for you.

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Do I need to be in to receive my box?

No you don’t. Our Petite boxes are perfectly designed to fit through a standard size letterbox, so they’re popped through your door by your usual postie.

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How do I place an order?

Just hit Get Started and you’ll see the different box options you can choose from. Pick the box that suits you best and click on ‘Order’. From there, fill out your address, children’s details, payment details and we’ll take care of the rest. You’ll get a confirmation email once your order has been processed with all the info you need to know. If you need any help with your order just contact us us and we’ll get you set up.

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What are Petite, Grande and Super?

They’re our three different types of boxes. Petite boxes contain one project and can be shipped on a fortnightly or monthly basis. Grande boxes contain two themed projects and are shipped once a month. Super boxes contain four themed projects, and are also delivered once a month. Grande and Super boxes also come with a terrific book that compliments the theme of the activities.

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Why are my emails not being responded to?

It is possible that our emails land in your spam or junk folder. If this is the case, add our email addresses to your contacts or safe senders to ensure you’ll receive our emails.

We make a commitment to respond to you within 3 hours during regular office hours (10am-5pm), with any messages sent outside of this time being responded to by the end of the next working day.

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How do I cancel my deliveries?

You can cancel your deliveries from the Manage Subscriptions page. Click on 'Edit / Upgrade / Cancel' and you'll see the option to cancel. Then, click on ‘Cancel Box Subscription’ and simply follow the steps to cancel future orders. If you've already paid for your next order, that will be the final box you receive and no further charges will be made.

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Is there a deadline to change or cancel my order?

You can make changes to your account at any point but, yes, we do have cut-off times for changes and cancellations. Once a box has been dispatched you will have 10 days to make any changes, including cancellations.

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How do I change my address?

You can change your address on the Shipping Address page; don't forget to tap 'Save' after you changed your details.

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How do I change my payment details?

You can edit your payment details on the Billing Details page.

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Can I change my box type?

You sure can! If you want to receive more projects, go to the Manage Subscriptions page. Then, click 'edit/upgrade/cancel' where you will see the option to change your box type.

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Can I add subscriptions to my account?

To add another subscription to your account, go to the Manage Subscriptions page where you'll see the option to 'Add Another Box'

However, if you want to create a subscription for a child living at an address other than yours, you will need to create a new account using a different email address.

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Can I pause my boxes?

You can pause your upcoming boxes and restart at any time that is convenient for you. Tap 'Edit' on the Manage Subscriptions page and select a restart date under 'Pause Box Subscription', and don’t forget to ‘Confirm’ your pause.

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Can I receive boxes less frequently?

You can receive your Petite boxes once a month if you feel that the boxes are being sent too frequently. Tap 'Edit' on the Manage Subscriptions page and click on 'Downgrade to monthly'.

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When is payment taken for my toucanBoxes?

Petite boxes

On our fortnightly Petite subscription, you’ll make payment every two weeks, and always on a Monday. For our monthly Petite subscription, payment is made every 1st or 15th of the month, depending on when you signed up.

Grande and Super boxes

For our Grande and Super subscriptions, payment is made every 1st or 15th of the month, depending on when you signed up.

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What payment methods do you accept?

We accept Paypal, MasterCard, Visa and American Express.

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I have items missing from my box. What shall I do?

We do our very best to ensure everything you need is in your box, but because they’re packed by hand sometimes materials do go wandering off. Just contact us and we’ll sort things out for you as quickly as possible.

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My box is damaged, can you help?

Every single box leaves our warehouse in pristine condition, but sometimes transit can cause a bit of damage. If your box looks like it’s been dragged through the bushes, let us know and we’ll look into things for you.

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How do I gift toucanBox?

Sending toucanBox as a gift is simple. Select the toucanBox Gift Card in our shop and choose the subscription that suits best. Then we’ll send out a gift card and welcome pack (either to you or straight to the recipient) and they can redeem the gift code to start their toucanBox adventure. In a rush? Just apply the gift card attached to your confirmation email on the sign up page to get started right away.

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Can I buy one-off boxes?

Definitely! Just head over to our toucanShop where you’ll see some of our best-loved boxes available as one-off orders.

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How does the share with friends scheme work?

Every time you refer a friend, who signs up, we give you a 50% discount off of your next box and you’re friend will receive the first toucanBox for free. Better yet, there's no limit to how many friends you can refer! Referring a friend and profiting from the offer is simple: follow the Share with friends link on your account and from there, you can copy your personal share link (or code) or share directly via facebook, Twitter or email.

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