RETURN & REFUND POLICY

RETURNS

Items can be returned within 7 days after the date of receiving. Shipping and handling costs are not included in the refund amounts.

Items returned after 7 days from the date of receiving are not eligible for a refund/ exchange. If you have any problem, you can also contact our customer service(service@toystub.com).

Only the unused items in the original unopened package are eligible for return. All returns must include the original receipt or proof of purchase.

We are not responsible for lost/stolen items when you send parcels back. For shipments values of over $50, we recommend choosing a tracking/certified shipping method or to purchase shipping insurance.

RETURN PROCESS

To return an item, please email customer service(service@toystub.com) and attach your [order number]. After receiving a confirmation email, please place the item securely in its original packaging, and mail your return to the return address.

Please note, you will be responsible for all return shipping charges. We strongly recommend that you use a trackable method to mail your return. Please consider carefully before placing orders.

DEFECTIVE OR DAMAGED ITEMS

After you receive the products, please check all the plates and accessories in detail according to the instructions.

Once you receive a defective or damaged product, do not throw away the packaging. Please contact us immediately via the email: service@toystub.com. We will deal with it as soon as possible. 

You need to provide:

  1. A screenshot of your order
  2. Picture of damaged packages, products or missing accessories
  3. Correct shipping address

We review your claim and notify you whether or not your item is eligible for replacement.

If in the process of an assembly of our models a certain detail sustained unintentional damage or lack, we will be glad to send you a new one. But you need to bear the freight. 

Please allow 10-20 business days for delivery as all the spare parts for our models are shipped directly from the warehouse at our factory.

FILL IN THE WRONG SHIPPING INFORMATION

If you want to modify your order or cancel it, please contact us within 12 hours after placing the order. Once the time has expired, the buyer will bear full responsibility for any loss caused thereby.

Of course, if something wrong happens, we can try our best to help our customers contact local logistics and change the shipping information. But the costs incurred for this need to be borne by the buyer. 

The following situation is for reference:

  1. If you fill in your phone number or shipping country incorrectly, and the delivery fails. The goods will be directly destroyed and your money cannot be refunded.
  2. If the buyer does not pick up the package at the designated location within the specified time, the package will be returned or destroyed and the buyer’s money cannot be refunded.
  3. If you fill in your state, city, street, or apartment number incorrectly, we can help you contact local logistics to resend your parcel. But you need to pay a certain reissue fee.

REFUNDS

After receiving your return and inspecting the condition of your item, we will process your return or exchange. Please allow 2-4 business days from the receipt of your item to process your return or exchange. Refunds may take 1-2 billing cycles to appear on your credit card statement, depending on your credit card company. We will notify you by email when your return has been processed.

Please note that refunds and exchanges do not include packaging or shipping costs.

DELAYED/MISSING REFUNDS

If your refund has not been issued within the indicated number of days, please check your payment account. If the refund has not been applied to your payment account contact your bank as it may take additional time for your refund to reflect on your account. There is often a processing delay before refunds are posted.

If you are still not able to locate your refund after completing the steps above, please contact us at service@toystub.com.