FREQUENTLY ASKED QUESTiONS
TOY LIBRARY
How do you clean your toys?
All of our toys are cleaned & sterilized with a hospital grade, non-toxic (& environmentally friendly!) cleaning solution, that has been certified COVID-safe by Health Canada. We use a non-irritating formula that contains no VOC’s and is safe for even the tiniest of hands. You may notice a few scrapes or scratches on your items, but that’s just a sign of a well-loved toy! Please email us if you have any questions!
My child loves their toy... can we purchase it to keep?
Of course! We’re always delighted when your child loves a toy as much as we do, and wants to keep it forever. Simply email us at info@hellononi.com and we’ll send you a discounted rate, which takes into account how long you’ve already rented the toy for. Should you choose to purchase a toy, we will then top-up your account with the equivalent number of credits so you can rent something new!
The toy I'd like to try is out of stock... what should I do?
We’re constantly updating our toy library to keep up with our growing member base. If the item you’d like to rent is out of stock, please add it to your wish list for next time (this also flags to us which items are of most interest to our members, so we can purchase more of them!). Or if you’d like to be notified when the toy comes back into stock, drop us a note here.
What if my child breaks or loses a toy?
Kids will be kids and we know that some wear & tear is natural, and expected – so please don’t worry about small scuffs, scratches, (or even the occasional teeth mark!). If however the toy is lost, or broken beyond repair, we will charge a fair fee, taking into account how long the toy has already been in circulation, and how long your family has rented it for. This fee will never be more than the retail price of the toy.
I have lots of unloved toys at home... can you take them?
We’d love to! We offer a “Take-Back” program where you can send us your unloved toys in exchange for Noni credits. Use your smartphone to send us photos of your toys here (via WhatsApp), or drop us an email with details, and we’ll come back to you with a quote. Any toys which we’re unable to include in our toy library will be donated to charity on your behalf.
Do you accept requests for new toys? I have a suggestion!
Definitely! We’d love to hear any and all suggestions you have, whether it’s a request for a new toy, or an improvement to our service. Drop us a line here with more details, and thanks in advance for your feedback!
MEMBERSHIP PLANS
What are Noni credits and how do they work?
Noni credits are our "currency" and they're how you place orders for the toys you would like to rent. When you purchase one of our membership plans, you’ll receive a set of Noni credits. You can then select any of the toys you want, provided the total is within your plan’s allowance. The "prices" you see on our 'Browse Toys' page reflect the number of credits you need to rent that toy out.
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This model gives you tons of flexibility to customize your toy orders however you see fit. Maybe one week you want to use all of your credits to splash out on one of our extraordinary larger toys like the Wobbel board, but another week you'd rather spread your credits across a band of smaller musical instruments... the choice is all yours, and we think that's part of the beauty of Noni!
Can I give Noni as a gift?
Noni is the gift that keeps on giving! We're working to make it as easy as possible to gift a Noni membership to those closest to you. Please contact us or drop us an email at info@hellononi.com, so that we can best tailor the plan for what you're looking for. We can customize the plan size and length, and even create a custom greeting card for you to gift as well!
I'd love to trial some of your larger toys... can I switch plans?
Of course! Our plans are designed to be totally flexible so you can switch between them at any time – whether you’d like to top-up to add more credits, or downsize to a smaller plan. Drop us a Whatsapp, Email, or use the live chat function to get in touch and let us know what you’re looking to do.
Can I pause or cancel my subscription?
Yes, that’s no problem! With Noni there are no contracts or lock-ins, you are free to pause or cancel your plan at any time. Simply notify us here of your intention to pause or cancel (you’ll receive a confirmation email from us), send back any outstanding toys that you have, and we’ll stop your payments at the end of your monthly billing cycle.
THE SWAP (SHIPPING + RETURNS)
How do I send back my toys?
When you're ready to make a swap, follow this simple process:
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LET US KNOW:
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Use our "Make a Swap" page to let us know which toys you are returning so we can top-up your credits to rent something new.
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CHOOSE YOUR NEW TOYS:
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Pick your next set of toys and check-out using your new Noni Credits Code (you will also find this on the "Make a Swap" page!)
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SELECT YOUR RETURN SHIPPING METHOD (we offer 4 options!):​​​
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Noni Concierge: Your one-stop swap! A Noni driver will come to your door to pick-up your returned toys, and deliver your new ones at the same time. Great for bulky items, toys that require assembly, or if you simply don't feel like going to the post office!
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Canada Post: We offer discounted shipping rates through Canada Post and will send you a shipping label which you can print at home (so you can avoid those post office lines!).
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Drop by the Noni Office: If you're in the area, feel free to swing by our office (based in Whitby, ON) to exchange your toys. We'd love to meet you and say hello!
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Local Swap Point (Coming Soon): In the near future we will also be offering physical drop-off & pick-up points across the GTA to make your swaps more flexible & cost-effective. Please get in touch if you would like to be notified when this service is available, or if you are a small business interested in becoming one of our pick-up partners!
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PACK YOUR ITEMS:
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Feel free to use the same box we sent your items in originally, or let us know if you need us to send you a new box. We are currently testing re-usable packaging that flattens & rolls to make this even easier (& greener!) in the future!
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We are always working to improve this process for our customers, so if you have any feedback or suggestions, please let us know!​
Do I have to return all of my toys at the same time?
It's totally up to you! You can swap all of your toys in one go, or keep some back and switch out others. When you send your items back, we'll re-credit your account for the value of the items returned so you can pick something new.
How long do I have to wait before selecting my next batch of toys?
Once you are subscribed to a Noni membership plan, you can keep your toys for as long (or as short!) as you like. You may find your child is ready to try something new after a few days, or a few weeks.... that's no problem simply send the toys back to us and select your next batch. Other toys you may want to hold on to longer... that's totally fine as well! In fact, if your child has fallen in love with a toy and you'd like to keep it forever, you can purchase it from us at a discounted price!
Where do you ship to?
At the moment we are serving the Greater Toronto Area only, while we figure out how to make the Noni service the best it can be. But rest-assured we'll be rolling out to other Canadian cities in no time! Please drop us an email if you'd like us to come to your city next... we'd love to hear from you!
How much do you charge for shipping?
Shipping fees are calculated based on the weight of the items being shipped, and are charged separate to your Noni subscription so that you may swap your toys as frequently or infrequently as you wish! We offer discounted shipping rates through Canada Post, and you will find your real-time shipping quote listed at check-out, once you have added toys to your bag. We know that shipping can add up, and we are always working on new ways to get your toys to you as quickly & cheaply as possible. Watch this space!
Can I pick-up or drop-off my items locally?
At the moment we are only shipping through the post or via our Noni Concierge service, but very shortly we will be offering physical pick-up & drop-off points across the GTA to make your swaps even more flexible and cost-effective! Please get in touch if you would like to be notified when this service is available, or if you are a small business interested in becoming one of our pick-up partners!
SOMETHING ELSE?
Have a question you don't see here? Get in touch using our live chat feature or contact us here