Return/Exchange Policy

 

We want you to be happy with the purchases you make. 

* Please contact us first for a Return Authorization. *

If you're not satisfied, you may return or exchange the following within 14 days of the shipment's receipt any toy item in its original condition We will refund your money as long as your product meets the above conditions and you include the original packing slip. For returns without the original packing slip, we issue an electronic Gift Certificate.

How to Return or Exchange an Item

Sorry, we can't cancel or modify your order after you submit it. But it's easy to return or exchange any item. Please save your packing slip. It serves as your receipt if you need to return or exchange an item.

  1. Contact us first to inform us of your sitaution and for a return authorization.
  2. Wrap the package securely. Use the original packing material, if possible.
  3. Mail the package to Toy Sense, 447 May St. N., Thunder Bay, ON  P7C 3R4
  4. For your protection, we recommend you send your return/exchange with an insured, trackable carrier like Canada Post with a signature required. We don't recommend an overnight or second-day shipping due to the expense.
  5. Once we receive your item, we'll send you confirmation via e-mail.
  6. We'll process your return/exchange within 7-10 days after receipt of your package.
  7. For credit card purchases, we credit the card you used for the order 3-5 business days after we receive the returned item at our warehouse.
  8. Please allow two billing cycles for the credit to appear on your credit card statement.
  9. Is the item you want to return a gift? Indicate that you want to receive an e-mail gift certificate valid for the item's amount and note your e-mail address on the pack slip.

If you don't have your packing slip, please write your order number and the reason for your return/exchange on a slip of paper you enclose in your package.

Note: unless the return/exchange is due to an error, we can't refund any shipping charges.

Damaged / Incorrect Items

If you received a damaged or incorrect item in your order, we want to fix the problem. Just return the item directly to us, and we'll refund your money (including the original shipping charges). 

Collectibles Return Policy

You are welcome to return an order to us for a refund if you find it unsatisfactory. Unfortunately, we cannot refund shipping charges. Also, due to limited quantities, we can't exchange or replace collectible items.

Please keep in mind that on occasion, damage may occur to boxes and packaging while en route from our warehouse to their destinations. This is accidental and is usually limited to just the box or item packaging itself; only very rarely is the actual item damaged during shipping.

For these reasons, some collectors prefer shopping for collectible items at local stores where they can ensure that there is no box or packaging damage. We make this suggestion because we want each of our customers to be completely satisfied with the toys they buy, whether or not they make the purchase from our web site.

Pricing Labels

Collectors sometimes call or e-mail us to ask about pricing/inventorylabels used on some products. If the label is stuck to the plastic window on the product box, it should come off easily without leaving a stain. Slowly peel the label diagonally from corner to corner. If the entire label doesn't come off, we suggest applying isopropyl alcohol (or a product called Goo Gone).

Special Return Instructions for Oversized Items

Some oversized items, including large playhouses, riding toys or pools may ship directly from the manufacturer. Please save your packing slip. If you need to return or exchange an oversized item, refer to the packing slip for the correct shipping address.