FAQ's

Where do you ship from?

We are located in Toronto and ship all packages from Toronto. 

 

Do you have local pickup in the GTA?

If you are located in the Greater Toronto Area, you can pick up your order from Mr. Surprise Scarborough located at Midland and Finch (3290 Midland Ave. #4, Scarborough, Ontario) during their regular business hours. Please ensure that when you check out, "Pick Up from Mr. Surprise" is selected as the free shipping option. 

 

Where do you ship to?

We ship primarily within North America and Europe. If you do not see your country as an option when checking out, please email or DM us for a shipping enquiry. 

 

What is "Hold the shipping"?

Since we drop new products almost daily, or at least weekly, we offer the option to Hold the Shipping in case you want to combine multiple orders and save on shipping.  If so, please select "Hold the Shipping $0" when checking out.  You can do so for multiple orders and email us at toydonut2020@gmail.com or DM us on Instagram @ToyDonutShop to notify us when you are ready to have all your orders shipped.  We will manually calculate shipping to offer you the best rate possible based on the combined weight and value of the products purchased and send you a shipping invoice.  We will only be able to hold your order for 90 days, exceptions can be made.  If you are unresponsive when we attempt to arrange shipping, your order may be canceled and a restocking fee may be applied.  At the end of each month, we send out a reminder email to all our customers with orders on hold to see if they would like us to ship.

 

What shipping options are available?

We currently offer a variety of shipping options for all of our customers worldwide. We use Canada Post for Canada and United States Postal Service for U.S. and USPS First-Class Package International Services, PostNL, APC Logistics and Asendia for international overseas orders.  

 

What about shipping to the U.K./E.U.?

Due to the new U.K./E.U. regulations related to VAT Tax we can no longer offer shipping insurance as we will not be collecting VAT Tax from our U.K./E.U. customers purchases.  Our U.K./E.U. customer will be responsible for any VAT Tax or Duties charged by their country's Customs. 

If you have any questions or concerns, please feel free to email us at toydonut2020@gmail.com or DM us @ToyDonutShop on Instagram or Facebook.

 

Which shipping option will have tracking numbers when the items are shipped?

All of our shipping options will have a tracking number.

 

How long will my package take to ship?

Most of the time we try to ship the next business day, but there can be a handling period of up to 1-3 days.  If your order is a "Pre-order item" it will ship at the estimated release time (this is subject to change without notice).

Canadian packages are shipped by Canada Post and can take between 2-15 business days for delivery. 

U.S. packages are shipped by USPS and can take between 3-5 business days. 

International packages are shipped by USPS First-Class Package International Services, PostNL, APC Logistics or Asendia International Priority can take between 8-75 business days.

  

What about customs, duty fees and tariffs?

You are responsible for any customs, VAT Tax, duties fees, or tariffs in accordance with your state or country's specific requirements.

 

What about shipping insurance?

We do not provide shipping insurance.  If you would like to add shipping insurance to ensure a proper delivery then you will need to request this separately by emailing us at toydonut2020@gmail.com

 

What if the item arrives damaged?

We handle all of our items with the utmost care.  Once we ship the item, it is now out of our responsibility and we cannot be held responsible for any damage that may occur during shipping.  We can help you with submitting a claim but there is no guarantee that it will be successful.  Ultimately, you will need to request a product or shipping insurance before we ship it.  Please refer to our refund policy on defective items.

 

What if my package was lost/stolen in the mail, will you replace/refund?

We will work with each issue case by case and do everything we can to help locate your lost or stolen package. If your package was ultimately stolen we can not always replace or refund the item(s).  We offer shipping insurance to cover lost/stolen packages and it is the best way to 100% guarantee any lost/stolen packages are replaced/refunded.  You will need to email toydonut2020@gmail.com to request to add shipping insurance to your package if available.

 

What is your refund policy?

All sales are final.  We do not offer refunds or buyer's remorse.  However, we will do our best to resolve any issues with defective products.

 

Where can I enter the promo code / discount code?

After you have entered your payment information and press continue.  There will be an empty box where you can apply your promo code/discount code.  Enter your code into this box and press enter.  Your discount, if applicable, will automatically be applied.

   

How will I know when my items are shipped?

An email confirmation will be sent to you along with applicable tracking number.