The thirty-day window

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 back in a cardboard box, not in their original packaging, unless otherwise stated. This ensures the item arrives back to us safely.

We do not accept returns of used products or sale items.

To request a return, you'll need the order number from your order confirmation email or packing slip.

At this time we only offer free returns in cases of damage or defect from transit or manufacturing. All other purchases will be subject to a return fee based on return shipping charges. We're a small business and bear costly shipping fees, so we ask for help on this. Please email us for more details.

Edits and cancellations

Once an order is placed it's on a queue to be picked, packed, and shipped, so it's difficult to edit or cancel an order before it leaves. If you'd like to cancel, please call us at 626-841-0421 (preferred). You can also email us at contact@mytoywagon.com with the order number.

Our response time on email is up to 24 hours, so a phone call is much faster for cancellation.

If possible, we'll cancel your order and process the refund using the same form of payment used for 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, contact us and we'll look into it.

Damages, missing items, wrong items

If an item arrives defective or damaged, or if something is missing from your order or incorrect, we'll make it right. Please inspect your order upon reception and email contact@mytoywagon.com immediately. Include a description of the issue and supporting pictures or videos; this helps us process the return quickly.

If the item is defective, we'll send you a free downloadable return label. Once you receive the label, please mail the return package within 7 calendar days. Place the packing slip in the original box, affix the return label, and drop the package at a Post Office, UPS Store, or FedEx Office. We do not accept returns of used products.

In situations of damage or defect we do not charge a restocking fee. Once the return is received, we'll send a replacement free of charge, or issue a refund if the item is no longer in stock. Replacements or refunds are issued within 3 business days of receiving your item. If a refund is requested, we'll refund the original shipping cost and the cost of the item(s) on your original payment method.

Claims

For items that arrive damaged from transit, we submit a claim with the carrier. To support the claim we'll ask for pictures, videos, and a description to present evidence. Claims take anywhere from 3 to 15 business days to process, depending on the season.

If you purchased a Route protection plan with the order, we'll ask you to initiate a claim directly through Route. Once approved, a new order or refund is generated quickly in our system. Please see Route's guidelines for coverage specifics.

Route is never required, but we highly encourage it. It simplifies the claim process and insures the order 100%. The incidence of damaged or missing packages is at an all-time high during the holiday season.

How to initiate a return

To start a return for any reason, email contact@mytoywagon.com with your order number. All change-of-mind returns are subject to a return fee based on shipping charges.

If your return is accepted, we'll send you a downloadable return label and instructions on how and where to send your package. You have 7 calendar days from receiving the label to mail the return. (The first calendar day starts the day after you receive the label.)

Place the packing slip in the box, affix the return label securely, and drop the package at a Post Office, UPS Store, or FedEx Office.

Returns are only accepted through U.S. mail at the following address:

Items sent back without first requesting a return will not be accepted.

Once we've received your item, we'll inspect it. If the item arrives in a condition other than how you received it, a restocking fee of up to 25% may be assessed. If the refund is approved, you'll automatically be refunded on your original payment method within 7 business days. It can take additional time for your bank or credit card company to process and post the refund. If more than 7 business days have passed since we approved your return, contact us.

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 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. We don't process direct one-for-one exchanges; the two-step path is faster.

Exceptions

We do not accept returns on:

• Sale items
• Gift cards
• Items from collections shipped directly from the distributor (Amboss Toys, Baghera, Loog Guitars, Milton & Goose, and Poppie Toys)
• Orders past the 30-day return window

Still have a question?

You can always contact us for any return question at contact@mytoywagon.com, or call us at 626-841-0421. Phone is faster for time-sensitive matters; email is fine for everything else.