Returns & Cancellations
At ToyWiz.com, we realize how difficult it is to order merchandise on-line, especially for first time buyers. Without actually seeing the goods in front of you, you're never really sure if you're buying exactly what you want. That's why we offer our customers guaranteed satisfaction. If you're not completely satisfied with your purchase, you may return it.
Orders may be canceled as long as they have not been processed - usually the next business day. During the Holiday Season (Dec. 8th thru Dec. 25th) we cannot cancel orders once they are placed. Please use our contact form or phone 1-877-451-2597 to see if your order has not yet been processed and can still be canceled. If we have not yet processed your order and receive a contact us message, we will cancel your order and let you know. Pre-orders and back-orders can be canceled any time up until the item is in stock and your order has been processed.
ToyWiz.com Return Policy
- Items purchased from ToyWiz.com can be returned for refund, store credit or exchange within 30 days of receipt of shipment in most cases. Some products have different policies or requirements associated with them as noted.
- We must be notified of the return within 7 days of your receipt of the product.
- All returns must be in the original, factory-sealed packaging in the same condition that they were received. Products that have been opened, tampered with, played with or altered will not be eligible for return. We are unable to refund shipping costs.
- If the return was due to an error of ours (for instance, we accidentally sent the wrong merchandise), we will accept responsibility for all shipping costs related to the return. When shipping back the incorrect item to us, please use USPS 1st Class Mail or Priority Mail. If the package is too large or very valuable, please feel free to contact us so that we may arrange the return. Your credit card will be refunded for the shipping, or store credit can be issued to you.
- If the return is not due to an error of ours (i.e.- you ordered it and then decided later on that you don't want it), the buyer accepts full responsibility for all shipping costs plus a 10% re-stocking fee will be deducted from your refund. Please fill out the back of the sheet attached to your invoice.
- Package returned to us marked "Refused", "Undeliverable", or otherwise, are subject to a 30% re-stocking fee (This is solely to recoup our losses from charges we incur when this happens). If a package is lost or misdirected due to an incorrectly input address, ToyWiz.com is completely not responsible. We have no control over addresses typed on the checkout pages. Please make sure you have typed in the correct address
- For assistance, please contact Customer Service using our contact form or phone 1-877-451-2597 Monday-Friday between 9:00 AM and 5:30 PM, Eastern Time.
- Include the original invoice and a completed copy of the this form. Please don't forget to include your order number with any return!
- We kindly ask that you package all items carefully to ensure safe shipping. We also recommend that you choose to track the parcel, as we can't otherwise guarantee that we will receive your returned item.
- Please ship returns to: ToyWiz.com Returns 363 Spook Rock Rd. Building K Suffern, NY 10901
- Seller Error: If we made a mistake, such as sending the wrong item, please let us know right away and we will gladly send the correct item in exchange whenever possible at no additional cost to you.
- Defective items: If you receive an item with a manufacturer's defect, please contact us within 30 days of receiving your order to arrange for a replacement.
- Shipping Damage: If your purchase arrived damaged, please contact us as soon as possible to initiate a parcel damage claim. To expedite your claim, please email firstname.lastname@example.org with photographs of the package and damaged contents. *Please note that a minor packaging flaw that doesn't affect the contents is not considered a defect or damage for parcel insurance or refund claims. A small bend, scuff or indentation on exterior packaging can occur at any point in the manufacturing, supply or shipping processes. If you are a collector seeking pristine packaging, please call with your order. We will try to select an item with no marks on the packaging, and for an additional fee, we will ship with extra packing material.
- Refused or Undeliverable Packages: Packages returned because of purchaser error or refused delivery are subject to a restocking fee of up to 30% of the purchase price to recover the cost of processing, shipping, and then re-stocking and re-processing the order.
- Digital game codes and items with digital content.
- Food and consumable items.
- Sealed cases of random assortments, blind bags, mystery packs, etc.
- Gift cards and gift codes.
- All costumes must be sealed and never worn, used, altered or damaged in any way.
- No costumes may be returned after October 26.