At Toy World Shop, we want every purchase of our magical toys and collectibles to bring you joy. If something isn’t quite right with your 3D wooden puzzle, action figure, or other creative treasure, we’re here to make it right!

Key Points:
  • 15-day return window from delivery date
  • Items must be unused and in original packaging
  • Free exchanges for defective products
  • Original shipping costs are non-refundable
  • Some collectible items cannot be returned (see below)

Our Return & Exchange Policy

We accept returns and exchanges for most items within 15 days of delivery. To be eligible:

  • Item must be unused and in its original condition
  • Original packaging must be intact (including any protective wrapping for puzzles or figures)
  • Proof of purchase is required

Note: Due to the nature of collectibles, opened Gacha items, Pokémon cards, and Sanrio plush with removed tags cannot be returned unless defective.

How to Initiate a Return or Exchange

Follow these simple steps to process your return or exchange:

  1. Contact Us: Email our support team at [email protected] within 15 days of receiving your order. Use the template below to ensure we have all needed information.
  2. Wait for Approval: Our team will respond within 2 business days with return instructions and (if applicable) a Return Merchandise Authorization (RMA) number.
  3. Package Your Item: Securely pack the item in its original packaging. For delicate items like mechanical gears or music boxes, use sufficient padding.
  4. Ship It Back: Send the package to our Philadelphia address (provided in your RMA email). We recommend using a trackable shipping service.
  5. Receive Your Refund/Exchange: Once we receive and inspect your return, we’ll process your refund or ship your replacement within 3-5 business days.

Return Request Email Template

Subject: Return/Exchange Request – Order #[Your Order Number] Dear Toy World Shop Team, I would like to request a [return/exchange] for my recent order (#[Your Order Number] placed on [Order Date]). Item Name: [Product Name] Reason for Return/Exchange: [Please specify – defective, wrong item, changed mind, etc.] I confirm that: – The item is unused and in original condition – All original packaging is intact – I have included any accessories or parts Please let me know the next steps at your earliest convenience. Best regards, [Your Full Name] [Your Contact Information]

Refund Information

Once your return is approved and processed:

  • Timing: Refunds are processed within 3-5 business days after we receive your return. Depending on your payment method and financial institution, it may take 5-10 business days for the refund to appear in your account.
  • Method: Refunds are issued to the original payment method (Visa, MasterCard, JCB, or PayPal).
  • Amount: You’ll receive a full refund for the item price. Original shipping costs are non-refundable unless the return is due to our error.

Exchange Process

For exchanges (size, color, or defective items):

  • Follow the same return process above, clearly stating you want an exchange
  • We’ll ship the replacement item once we receive your return
  • No additional shipping charges for exchanges of defective items

Non-Returnable Items

To protect all collectors in our creative community, these items cannot be returned unless defective:

  • Opened Gacha capsule toys (due to their random nature)
  • Pokémon or Sanrio collectibles with removed authenticity tags
  • Personalized or custom-made items (like engraved music boxes)
  • Downloadable content associated with any products

Damaged or Defective Items

If your 3D puzzle, DIY house kit, or other item arrives damaged or defective:

  1. Contact us immediately at [email protected] with photos of the damage
  2. We’ll typically send a replacement at no additional cost
  3. In some cases, we may request return of the damaged item

Our Promise: At Toy World Shop, we stand behind every mechanical gear in our puzzles and every stitch in our plush toys. If you’re not completely satisfied with your magical purchase, we’ll work creatively to make it right!

For any questions about our return policy, don’t hesitate to contact our friendly support team at [email protected].

Happy creating! ✨

The Toy World Shop Team