Returns

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return. The return can be for any reason and without a justification.  To be eligible for a return, your item must be in the same condition that you received it, new, with tags, and in its original packaging.  All items must be shipped in a cardboard box, not in its original packaging, unless otherwise stated by the shop. This will ensure that the item arrives back to us safely and securely. We do not accept returns of used products or sale items. To request a return, you will need the order number, which you can find in the order confirmation email or on the packing slip. Please note, at this time, we only offer free returns in cases of damage or defect from transit or manufacturing. All purchases will be subject to a return fee based on return shipping charges.  We are a small business and bear costly shipping fees. Please email us for more details.

Edits to Orders and Cancellations

Once an order is placed, it is on a queue to be picked, packed, and shipped. Therefore, it is difficult to edit or cancel an order prior to shipment. If you would like to cancel your order, please call us at 626-841-0421 (preferred). You may also email us at contact@mytoywagon.com with the order number. Please note that our response time to emails is up to 24 hours so calling is a better way to get in touch for cancellation. If your order has not shipped, we will cancel it and process the refund using the same form of payment used to make the original purchase. Returns may take up to 7 business days to post onto your account. If more than 7 business days have passed since we’ve approved your return, please contact us at contact@mytoywagon.com.

Damages and Issues

If an item from your order arrives defective or damaged, or if something is missing from your order or incorrect, we accept returns by mail. Please inspect your order upon reception and email us immediately at contact@mytoywagon.com so that we can evaluate the issue and make it right. In your email, include a description of the issue and supporting pictures and/or videos, if appropriate, as this will faciliate the processing of your return. 

If the item is defective, we will send you a free downloadable return label. Once the customer receives the shipping label, they have 7 calendar days to mail the return package. Kindly place the packing slip in the original box, affix the return label securely to the return package and drop it at a Post Office. UPS Store, or a FedEx Office.  We do not accept the return of used products. In situations of damage or defect, we do not charge a restocking fee. Once the return is received, we will send out a replacement item free of charge, or issue a refund, if an item is no longer in stock. Replacements or refunds will be issued within 3 business days from when we receive your item. If a refund is requested, we will refund the original shipping cost and the cost of the item(s) on your original payment method. Please note, in cases of defect or missing items from an order, My Toy Wagon LLC will cover the shipping costs of the defective item as well as the shipping costs of the replacement or missing item(s).

Claims

In situations where an item(s) arrives damaged from transit, we will submit a claim with the carrier. To support this claim, we will ask the customer for pictures, videos, and descriptions to help us present evidence of damage to the carrier, thereby ensuring a successful claim.  Claims can take anywhere from 3-15 business days to process, depending on the season.  If the customer purchased a Route protection plan with the order, we will ask the customer to initiate a claim through Route here. Once approved, a new order or a refund is generated in our Shopify system quickly. Please see Route's guidelines for more information on coverage. Although customers are in no way required to purchase Route protection on an order, we highly encourage it as it simplifies the claim process and insures the customer's purchase 100%. During the holiday season, the incidence of damaged items and missing packages are at an all-time high.

Initiating Returns

To initiate a return for whatever reason, email us at contact@mytoywagon.com with the order number. All purchases will be subject to a return fee based on return shipping charges. If your return is accepted, we’ll send you a downloadable return label, as well as instructions on how and where to send your package.  Once the customer receives the shipping label, they have 7 calendar days to return the item. The first calendar day will start the day after they receive the label. Place the packing slip in your box, affix the return label securely to the return package and drop it at a Post Office. UPS Store, or a FedEx Office.  Returns are only accepted through US mail at the following address [My Toy Wagon LLC, Returns Department, 118 W Pamela Road, Arcadia, California 91007].  Items sent back to us without first requesting a return will not be accepted. 

Once we’ve received the item, we will inspect your return. If an item arrives in a condition other than how you received it, a restocking fee of 25% may be assessed.  If the refund is approved, you will automatically be refunded on your original payment method within 7 business days of when we received your item.  Please remember it can take some time for your bank or credit card company to process and post the refund too. If more than 7 business days have passed since we’ve approved your return, please contact us at contact@mytoywagon.com.  We do not refund shipping fees on an order in situations where customers change their mind or no longer need the product.

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Exceptions