FAQ – Tribu Box

Index

1. General

• How does it work?
• Is Tribu a rental service?
• Why rent and not buy?
• What is your philosophy?
• Who are the Founders?
• What is Tribu’s relationship with Ravensburger?

2. Subscription

• How does the subscription really work?
• What do I get with my Tribu box subscription?
• Will my Tribu subscription be automatically renewed?
• How do I manage or cancel my subscription?
• What does the rental insurance cover?
• Do I have to return the toy?
• What happens if I lose a toy?
• How do I change my payment method?
• How do I change my email address?

3. Our Toys

• Are Tribu toys safe?
• Are your products approved by experts?
• From what age can my child play with Tribu toys?
• How do I choose the appropriate level for my child?
• Will the toys in my box come with instructions?
• Can I clean my Tribu toy?
• How do I store my Tribu toys?
• Can I buy toys from my Tribu Box?
• What happens if my toys have signs of usage?
• My kid broke a toy. What now?
• Are the toys in my Tribu box clean and hygienic?

4. Shipping & Returns

• What is a Box Swap?
• How many Box swaps are included in my subscription?
• How much does a Box swap cost?
• Where do you ship to?
• How do I swap my box to receive the next one?
• When will I receive my return label?
• I moved houses. How do I update my shipping address?

5. Other Questions

• What happens to very old toys?
• Will I get exactly the same toys I see in the website pictures?
• How do I contact the marketing team?
• Who do I contact with questions, comments, and problems?

1. General

How does it work?

Easy-peasy! We offer plans (3, 6, or 12 months), you select what suits your family, and place a subscription. Voilà! Age-appropriate toys for your kiddo will be delivered right away.

Once your little one is ready to learn new things (and play with new toys), you can send us your box back. After you print your free return label, we’ll send you the next Tribu box to keep your baby happy and learning.

Is Tribu a rental service?

Yes, but we are not your ordinary rental service. Tribu is a high-quality rental service for educational toys with matching activity guides. We are parents just like you, so we offer nothing less than the best for your child.

Why rent and not buy?

Renting saves your budget and the environment. At Tribu, we are huge supporters of sustainability, and we aspire to apply it to everything we do. Young children develop rapidly and constantly outgrow their toys. But don’t worry — if your child falls in love with a toy, you can keep it for a small fee.

What is your philosophy?

We believe toys should be fun, educational, and durable. At Tribu, we treat toys as learning tools — not just clutter. We promise sustainability, circular economy, and clean, safe toys for your child. We work with experts to curate every toy box and activity guide. No magic — just science.

Who are the Founders?

Two Berlin-based moms who met in a birth prep course — and felt overwhelmed by how “perfect” parenting was portrayed. That’s us! And that’s how Tribu started: to make parenting easier, not more stressful.

What is Tribu’s relationship with Ravensburger?

Ravensburger invested in Tribu in 2022 and continues to support our growth, business strategy, and expansion.

2. Subscription

How does the subscription really work?

Choose a toy box

Subscribe and receive a box suited to your child’s age.

Play

Enjoy the toys! All are expert-approved and parent-loved.

Return & repeat

Return your box and receive a new one. If your baby loves a toy, you can keep it for a small fee.

What do I get with my Tribu box subscription?

• 7–9 premium educational toys
• Rental insurance included
• Free box swaps (every 3+ months)
• Toy guides and activity ideas
• Flexibility — return anytime
• Automatic next-box delivery
• Save up to €490 and 20kg of waste/year
• Up to 60% off retail if you keep a toy
• Every toy is cleaned and inspected

Will my Tribu subscription be automatically renewed?

Every subscription can be canceled anytime after the minimum term.

How do I manage or cancel my subscription?

Use your Tribu customer portal to manage or cancel at any time — simple, transparent, and stress-free.

What does the rental insurance cover?

Everything! Breaks, scratches, accidents — it’s all covered.

Only missing toys or parts will be charged (so please send everything back!).

Do I have to return the toy?

Yes — but if your child loves it, you can keep it! We’ll charge your account for the toy(s) kept after checking your returned box.

What happens if I lose a toy?

No worries! If a part is lost, return the rest — we’ll try to replace it. If the whole toy is missing, we’ll simply charge for it.

How do I change my payment method?

1. Log in to your Tribu customer portal
2. Click “Profil” at the top right
3. Scroll to the bottom and click “Zahlungsmethoden aktualisieren”
4. Enter your new payment method
5. Click “Update Payment Method” at the end to save it

✅ Your update is only complete after this last step.

How do I change my email address?

1. Go to your Tribu customer portal
2. Click “Profil”
3. In the info section, click the pencil next to your email
4. Enter your new email
5. Click “Senden” to save

✅ That’s it! Your new email is now active.

3. Our Toys

Are Tribu toys safe?

Absolutely! Every toy meets or exceeds EU health and safety standards. All toys are cleaned, disinfected, inspected, and repaired between rentals.

Are your products approved by experts?

Yes! Our selection process includes specialists in education and neuroscience to ensure every toy and activity is appropriate and safe.

From what age can my child play with Tribu toys?

From birth! We offer toy boxes starting from 0 months.

How do I choose the appropriate level for my child?

You don’t have to — just enter your child’s age on our site, and we’ll recommend the right box.

Will the toys in my box come with instructions?

Yes! You’ll find the step-by-step instruction guides for each toy directly on our website, matched to the box you received. Each guide is expert-approved and written just like a recipe — clear, simple, and easy to follow for busy parents.

Can I clean my Tribu toy?

Yes, and we recommend it! Use a slightly damp cloth and wipe gently.

How do I store my Tribu toys?

Store them in the box we sent or anywhere you prefer — they’re beautiful and living-room friendly. For returns, please reuse the same box.

Can I buy toys from my Tribu Box?

Yes! If you or your child love a toy, just keep it. We’ll charge your account after checking the return.

Subscribers get up to 60% off retail prices.

You can find the price list here: https://hello.tribu-box.com/behalte-ein-spielzeug

What happens if my toys have signs of usage?

Some toys may show gentle wear — it’s part of our sustainability model. But they are still 100% functional.

If a toy arrives damaged or non-functional, let us know and we’ll replace it.

My kid broke a toy. What now?

No worries! All subscriptions include rental insurance. Just return the broken toy with the box. If a toy is too damaged to fix, we’ll recycle it — and you won’t be charged.

If more than 50% of a toy is missing, we may charge for it, but small missing parts are not a problem.

Are the toys in my Tribu box clean and hygienic?

Yes. We clean every toy with child-safe disinfectant and UV sterilization after every return. Germs are not welcome here!

4. Shipping & Returns

What is a “Box Swap”?

It means exchanging your current box for the next one. You’ll get:

A shipping label for your new box

A return label to send back the old one

How many Box swaps are included in my subscription?

All subscriptions include free swaps when done every 3+ months.

If you want to swap earlier, there’s a €9.99 fee.

How much does a Box swap cost?

Free every 3 months.

If done earlier, a €9.99 fee applies.

Where do you ship to?

Currently to Germany and Austria. We’re working to expand through local partnerships.

How do I swap my box to receive the next one?

1. Log in to your Tribu customer portal
2. Go to “Meine Abos”
3. Choose the active subscription you want to swap
4. In the dropdown menu, click “Box tauschen” → “Bestätigen”
5. A window will open with your box details
6. Scroll down to the “Aktionen” section — you’ll see “Box tauschen”
7. Below that, open the dropdown menu to see all available boxes
8. Select your new box
9. Click “Änderungen speichern”

✅ You’ll get a confirmation email with: Return instructions and Tracking for your new box

When will I receive my return label?

It depends on what you did in your customer account:

• If you swapped your box: You’ll receive the return label via email within 48 hours after confirming the swap in your customer portal.
• If you cancelled your subscription: The return label is automatically generated up to 3 days after the last active day of your subscription, so you can enjoy your box until the very end.

💡 If you need the return label before your subscription ends, you can write us at support@tribu-box.com and request an early label.

Important: If we create the label early, your 14-day return window starts from the day the label is created.

Please also check your spam or promotions folder — sometimes our emails land there.

I moved houses. How do I update my shipping address?

Update your address before requesting a swap!

If your box is sent to the wrong address and returned, you’ll be charged a handling fee — per our Terms and Conditions. Here’s how to update:

1. Log in to your customer portal
2. Go to “Meine Tribu Boxen”
3. Click on the most recent box (usually the first in the list)
4. Click the arrow to open box details
5. Click the pencil icon next to the Lieferadresse
6. Enter your new address
7. Click “Senden” to save

✅ Your address is now updated — now you can request a swap.

5. Other Questions

What happens to very old toys?

We give them new life:

• Good condition: cleaned, repaired, and reused
• Slightly worn: donated
• Broken beyond repair: responsibly recycled

Will I get exactly the same toys I see in the website pictures?

Yes, in 99% of cases. If something is delayed, we’ll swap it for an item of equal educational and retail value.

How do I contact the marketing team?

Let’s grow this Tribu together!

Write to us at marketing-team@tribu-box.com

Who do I contact with questions, comments, and problems?

Feel free to email us anytime at support@tribu-box.com — we’re happy to help! 💛

Important: For data protection and security reasons, please make sure to write to us from the email address linked to your Tribu account.

This helps us handle your request safely and correctly.