If you are not happy with your order, you can return it unopened and unused for a full refund or exchange within 30 days of purchase. If you’re not satisfied with your product after trying it, we’ll happily provide a store credit. Please email us at firstname.lastname@example.org with your order number, and the products you’d like to return and we’ll take care of the rest, or call +1 209 353 3667.
We’re sorry you received a product that wasn’t working or didn’t arrive as advertised. In the event this happens, please email us within 30 days at email@example.com and include your order #, a photo or video of the defect or misrepresented product, and a description and we’ll take care of the rest.
I received the wrong item or one of my products were missing
That’s on us and we apologize. Please call us at +1 209 353 3667 or send an email to firstname.lastname@example.org within 48 hours and include your order # and a photo of the wrong product and we’ll take care of the rest. If your item was out of stock, we’ll either issue a refund or send you the item as soon as it’s available.
If you think you may have a damaged or defective product, send an email to email@example.com with your order number, and we will assist you as soon as possible. If an exchange is granted, make sure you have all the product parts, accessories, and packaging that came with the product in order for the exchange to be granted. DO NOT SEND YOUR PRODUCT BACK UNLESS YOU HAVE RECEIVED A RETURN MERCHANDISE AUTHORIZATION (RMA). If you send your opened product back without an RMA, it will be disposed of and no refund or credit will be given. We are sorry, but no exceptions can be made.
TROUBLESHOOTING COMMON ISSUES
If you believe your product is defective, please take the following steps to troubleshoot common issues before contacting us.
- If your product is battery operated, please replace the batteries with a full new set. Double check that all the batteries are facing the right direction, and that they are fully inserted.
- If your product is rechargeable, make sure it is fully charged. Please refer to the manual included with your product for the recommended charging time. Bring your product to a complete charge before your initial use, and every time you charge it thereafter. Some products have indicator lights that signal whether your product is charging and when it’s fully charged. The product manual will have more information on these features.
- If your product plugs directly into an outlet, or if you are charging your toy by plugging it into an outlet, please confirm that the outlet is working. Also confirm that your product is compatible with the voltage of your outlet. This is particularly important if using your product internationally.
- Refer to your product manual about how your product is powered on. All products power on and off differently, for example, some products require you to hold the power button for several seconds, while others require that you press the button multiple consecutive times.
- Many products have built-in travel locks. Refer to the manual for instructions on how to lock/unlock your product before use.
- Before contacting us, please read the entire user manual. Many products will have unique power and charging instructions.
INSTRUCTIONS TO RECEIVE A RETURN MERCHANDISE AUTHORIZATION (RMA)
- Immediately contact us at firstname.lastname@example.org if you receive a product that isn’t working or you think might be the wrong product.
- When you email us, please send an exact description of the problem, the order number and a photo or video of the product and problem.
- We will determine whether the product is eligible for exchange and if so, we will send you an RMA. It will include exact instruction on how to send the product back to us or in certain cases we might have you dispose of the item.
- Once the item has been returned we will do an inspection. If there is evidence that the item has been tampered with, previously used, or replaced with an old or different item, we have the right to refuse a replacement and a refund.
If we authorize a return, we will send you an exact replacement of the toy in question. You will not be able to choose a different product, size or color. If for some reason we do not have the exact product or it has been discontinued, we will send you a store credit to buy whatever you wish or a refund if you want 1.