FAQ
Orders
How can I contact you?
To speak with a representative regarding any queries, please fill out our contact form and a member of our friendly customer care team will be happy to assist you.
Customer Support Hours
Monday – Friday: 9 AM – 7 PM (PST)
Live Chat Hours
Monday – Friday: 9 AM – 10 PM (PST)
Saturday & Sunday: 9 AM – 1 PM (PST)
Prefer traditional mail? You can also write to our office
We always welcome your feedback—whether it’s about a specific toy or your overall experience shopping with us.
Can I change, update or cancel my order?
Once an order has been confirmed, we are unable to make changes or cancel an order. Please make sure to verify your information is correct before placing your order.
Do you limit purchases?
We sometimes may need to limit purchases if we have limited stock for a popular item. We will let you know if this is the case at the checkout.
Where can I find my order number?
If you created an account with us, you can sign in and access all your order details including your order history.
Your order number will be confirmed at the last stage of the checkout process. It will also be sent to you in a confirmation email. Please check your junk or spam folder if you have not received your confirmation email as it may have landed there!
What do I do is something if wrong with my order?
We aim for every delivery to arrive complete and in tip-top shape. If you are missing an item, have received the wrong order, or your product is damaged, please contact us as soon as possible.
Shipping
How long does it take for an order to be delivered?
We aim to get your order to you fast! After confirming your order, we ship out the next business day. From there, shipping takes 2-7 business days, depending on your location. We appreciate your patience and will get your order to you as soon as possible!
During checkout, our website shows the available delivery methods for your destination, the price, and the estimated delivery time in business days from being shipped.
Estimated delivery days are the number of days our delivery partners aim to deliver by but are not guaranteed.
When will my order ship?
Orders are sent straight away to be picked and packed as soon as the confirmation button is pushed! All orders are shipped within 24 hours.
These estimates can be affected by holidays and the quantity of orders being processed through the warehouse.
In all cases, exceptions exist for remote areas and delivery times vary from country to country. We provide estimates to help you plan your orders, but we cannot promise or guarantee delivery times because of factors outside our control.
How much will shipping cost?
We offer free global shipping on all orders over $75 USD.
For order below $75 USD. We offer a variety of delivery options. The shipping page on our website will show our current delivery options, estimated journey times and costs accordingly.
* We may update our shipping cost by countries. If cost differs from this table, please refer to the shipping cost displayed at checkout page.
* For countries not listed above, please refer to our shipping fee at check out page.
Is it possible to track my order?
Absolutely! All of our shipping options come with tracking information. Once your order ships from our warehouse, you will receive a confirmation of dispatch, including a tracking link, to the email address you entered when ordering. You may also view your order’s shipping and tracking information in your account.
If you do not see this email in your inbox after a couple of days of placing your order, please check your junk folder.
Where will my order ship from?
Depending on your location and stock availability, we choose from one of our global warehouse to ensure fastest delivery of your purchased item to you from California, London or Shenzhen.
What should I do if my order is late?
We keep in close contact with our carrier partners to make sure delivery estimates are correct, keeping them as up to date as possible. Sadly, conditions out of our control or local weather events can occasionally cause a delay.
If your order has exceeded the estimated delivery time frame or something looks unusual on the carrier tracking pages, please contact us! Please reach out straight away as we may not be able to assist if the dispatch date has passed 30 days.
Any late order that you no longer wish to keep can be returned for a refund. For more information on this, please refer to our returns policy.
Returns & Cancellations
How do I make a return?
We accept returns at any time within 30 days of receipt for any reason, provided that the returned item(s) are in the same condition as delivered, with the exception of personalized items. Please note, we are unable to process an exchange.
To help us quickly process your return, please follow our returns instructions:
- Return all original packaging;
- Do not remove any hang tags or sewn tags. Any returned items without sewn tags will not be eligible for a refund;
- Use the original mailing bag/box to return the item(s) and securely seal to keep the item(s) safe;
- Always obtain and keep the tracking information from your post office or chosen carrier for your return in case of any non-delivery.
- Merchandise items (Stickers, pin badges and key-rings) must be unused and returned in their original packaging or will not be eligible for a refund.
For US purchases, please return to:
585 s Winchester Blvd, San Jose, CA 95128
For International purchases, please return to:
112, Building B, Tianyi Zhigu, No. 213, Shajing Road, Shajing Street, Bao’an District, Shenzhen City, Guangdong Province, China
Please pay for your return label and send us your receipt; your shipping cost will be reimbursed once we receive your returned item.
Can I cancel my order?
Once your order has been placed, we are unable to cancel or edit orders so please ensure all details are checked correctly at checkout.
Your card payment is not charged until dispatch of your order.
Once you your order has been dispatched, you will receive a confirmation email with tracking details. You may return your product after receiving it.
Can I exchange an item from my order?
We are unable to offer exchanges but we will happily offer a refund for any returned item(s). Refunds are issued to the original payment method, so please keep this in mind when returning.
Payments & Refunds
I returned my item(s), when will I receive my refund?
Your order will be refunded in 5-10 business days from being delivered to the warehouse. If any order information is missing, not marked correctly, or products are not returned correctly this could delay the refund process. After the refund has been issued it will take up to five business days for the funds to appear back in the original account depending on your bank or card provider.
How can I pay for an order?
You can use Google Pay and Apple Pay in addition to Amex, Mastercard, Visa, and PayPal.
We do not charge your credit or debit card until your order has been shipped. You will receive a confirmation email once your order has been shipped and we have charged your credit or debit card.
At the time of placing your order, we authorise your card, to verify that funds will be available when the order is shipped. This is a process whereby your bank will place a reserve on your account for the purchase value of your order. The reserve will be removed after a number of days determined by your own bank. If you wish to find out more about your bank’s policy for releasing reserves, please contact them directly.
Is it safe to use my credit card to pay for an order?
We take security very seriously.
When you enter your card payment details, you will be redirected to a secure payment gateway provided by our payment partner, certified to Level 1 compliance (the highest level) of the Payment Card Industry Data Security Standard (PCI DSS). This is a set of rigorous security standards designed to make shopping on the Internet safer. In addition, we include checks on the registered card address and the card security digits (AVS/CV2) and we support 3D Secure verification (Verified by Visa, Mastercard Securecode & American Express Safekey) and Strong Customer Authentication (SCA). Transactions are protected by the highest level of security via SSL encryption.
Do I need to set up an account to place an order?
For a faster option, you can checkout as a guest. If you would like to set up an account, you will have access to your order history and it will be easier to shop with us in the future as your details are safely and securely linked to your personal account. By creating an account, you will also be able to create a wishlist which you can share with your friends and family, or save for a later date.
What if my email nor password are working to sign in?
Click on “Sign In” and enter your email address into the field requested, then click on the “Forgot your password” message. We will then send you a new password to access your account. If you have not received your password reset email, please check your junk or spam folder as it may have landed there.