Frequently Asked Questions

GENERAL QUESTIONS

Where are your products manufactured?

• Our products are manufactured in factories in China. We select a manufacturer according to a large number of criteria. And for this we are confident in the quality of products!

Are your toys safe to use?

• Yes, our toys are made with 100% non-toxic materials and are safe for children to use. 

What if the item I’d like to order is out of stock?

• If the item you want to order is out of stock, please email us at any of the contact details listed on the website and we will notify you when it is back in stock.

Can I preorder toys? 

• We try to deliver our products to marketplaces in a timely manner, in sufficient quantities. You can pre-order on Amazon if that option is available.

Do you accept bulk orders?

• We do! For bulk orders, please contact us at any contact on our website.

Are these toys recyclable?

• Most of our toys are not recyclable in their entirety but do have recyclable packaging or pieces that can be recycled.

Do you offer membership discounts?

• While we don’t have membership discounts at this time. 

 
ORDERS

Can I order by phone?

• We currently do not have the ability to order by phone, but you can buy our product on marketplaces through the Amazon app or Ebay.

How will I know if my order came through?

• Amazon collects, packs and ships all of our orders and provides customer service for those orders. Also, some of our products are presented on the Ebay marketplace. In this case, the order tracking service works well and you do not need to worry about order notifications.

Can I change my order once it’s placed? 

• According to Amazon rules, you can cancel or change an order if it has not yet been shipped.

What if I made a mistake or change my mind after I placed the order? Can I cancel the order?

• You can cancel or change an order if it has not yet been shipped. If the order has already shipped, once it arrives, you can return it to us for a refund (minus shipping costs).

PAYMENT

What forms of payment do you accept? 

• We accept the following credit cards: Visa, MasterCard, Discover, American Express, Apple Pay.

What do I do if my payment is declined?

• You can check your billing address and make sure it matches with what your bank has on file. We are not privy to any details on why your payment is declined so it’s best to contact the number on the back of your card to understand why your payment couldn’t be processed.

Will I be charged when I cancel my order?

• If your order is successfully canceled before shipping, you may see a pending charge which typically drops off your bank account/credit card within a few business days.

Why was my order canceled?

• The only reason an order would be canceled would be if it was flagged by the system as a potential risk for suspicious activity.

What if I need to send the toys as a gift?

• You can send the item as a gift without a receipt being in the box. We don’t currently offer gift wrapping.

SHIPPING

Do you ship outside the US?

• We don’t currently ship outside of the US. But you can check on Amazon for international shipping to your address. We are constantly working to improve our logistics diversity. Therefore, this possibility may arise.

How long will it take to receive my order?

• Standard shipping times can be from 5-7 business days, expedited shipping is 3-5 business days.

Can I change my delivery address once I’ve placed my order?

• Since all orders go through electronic trading platforms, at a certain stage after placing an order, it may be possible to change the parameters. But it depends on the trading platform.

I have ordered multiple items but they were shipped separately. Is that normal?

• We want to get everything you ordered, delivered as fast as we can! That being said, you may receive multiple packages if you ordered more than 1 item.

My order hasn’t arrived yet? What do I do?

• Please check your tracking number if the order has not arrived. During peak times carriers can be a bit delayed. If tracking shows delivered and you do not have the item, then you need to contact the support of the trading platform (Amazon, Ebay).

How much do you charge for shipping?

• We’re proud to offer FREE shipping on all orders!

RETURNS AND REFUNDS

I have received an incorrect or incomplete order. What should I do?

• If you have not received the order in full, then you need to contact the support of the trading platform (Amazon, Ebay).

What should I do if I received a damaged or defective product?

• If you receive something that appears to be damaged or defective, then you can contact an authorized seller directly through the marketplace, then you need to contact the marketplace support (Amazon, Ebay).

What if I need to return a product purchased from Toysvill?

• Based on Amazon policy, you can return an item within 30 days of receiving your order. Regardless of the reason for returning the goods, you can contact the support of the trading platform and resolve a similar issue. For the Ebay marketplace, the guaranteed return period for goods is 60 days.

What will it cost me to make a return?

• Depending on the reason for the return there may be a return shipping charge.

How long will it take to process a return?

• In most cases, Amazon refunds are processed within 3 business days. But if the item was not returned to the Amazon warehouse, then the refund may be withdrawn.

If I send someone a gift, can he return the product or exchange it for something else?

• Different marketplaces have different rules for processing the return of goods. You will be informed of the latest information in the support of a particular trading platform.