Shipping policy

Order Fulfillment

During regular periods, we do our best to fulfill orders within 24 hours. However, during peak times like holidays, sales, and product launches we may take up to 3 weeks to fulfill your order. These are the times you should expect for order fulfillment and we will not waive the restocking fee should you decide to cancel your order because you hoped to get it faster. Rest assured, we are working hard to get your toys shipped as fast as we can. It's important to us and we know it's important to you.

Please note that writing abusive emails to our staff may result in your order being cancelled and charged the restocking fee, as well as you being banned from purchasing from us again.

Order Changes

We are happy to make order changes as long as we receive the request prior to the order being shipped. Once an order has shipped we are unable to make changes. We usually ship orders the same day they are placed, so please let us know of any changes as soon as possible so that we can make the change for you. Unfortunately, once an order has shipped we are unable to accept returns.

Shipping Services and Speeds

All orders, except those to the USA and the European Union, are shipped from our Vancouver location. USA orders are shipped from our USA location. European Union orders are shipped from our EU location. Tracking information will be provided when your order ships.

Customs Clearance

Customers OUTSIDE of Canada, USA and the European Union must pay any import taxes and fees to clear their packages through their local customs service. We transmit our customs forms electronically ahead of the package, which means the clearance process is usually very fast. But, in some countries customs can be slow. Unfortunately we have no control over the customs process.

Tariffs and Fees

Some countries charge tariffs on international orders. These regulations are the result of local policies in the destination country. We do work with international trade experts to be sure our products are correctly classified. In many cases this reduces the fees charged. But, we cannot forecast what fees will be assessed on your order. It is up to you to pay any fees assessed by your country for importation of your order.

EU ORDERS ship from within the EU, so no tariffs will be charged. Please note the United Kingdom is NOT part of the European Union.

USA ORDERS ship from within the USA, so no tariffs will be charged.

Lost Packages

We are committed to getting you your toys. That means if your package is lost in transit, we will make sure that it is either found or replaced within a reasonable time. We do not offer refunds for lost packages.

Stolen Packages

WE STRONGLY ENCOURAGE YOU TO HAVE YOUR PACKAGE SENT TO AN ADDRESS WHERE YOU CAN BE PRESENT TO RECEIVE IT. The carrier may opt to leave your package at your door if you are not home. Package theft is a common problem in many areas. It is your responsibility to use an address where the package can be safely received. If your package is stolen from your doorstep we may require a police report to be filed and an investigation of the theft prior to replacing your package. 

Natural Disasters, Pandemics, and Other Events Outside of Our Control

We have a limited amount of power when it comes to things like weather, global disease, plane crashes, and other large events. Trust us, we wish we could control these things. Alas, we can't. Please be understanding with our staff when it comes to things that we can't control. We really do have the best intentions of delivering your order as fast as possible. It causes us no joy to see you without a toy. If your order is delayed because of an event like one of these, please let us know. We will do all that we can to get your package moving. But please recognize the bounds of our power and please be kind to our employees.

Shipping Costs are Not Refundable

All shipping costs are not refundable. For any returns, you are responsible for paying the return shipping costs.