FAQs
FAQ – ToyCraze
Orders & Payments
What payment methods do you accept?
We accept Credit Cards, Debit Cards, and PayPal.
What currency do you charge in?
All orders are processed in USD (United States Dollars). Your bank or payment provider may apply currency conversion or international transaction fees.
Is my payment secure?
Yes. All payments are processed securely through trusted third-party payment providers.
Why was my payment declined?
Payments may fail due to incorrect details, insufficient funds, bank restrictions, fraud screening, or technical issues.
Can my order be canceled after payment?
Yes. We may cancel orders affected by fraud concerns, payment errors, pricing mistakes, or stock issues. If this happens, a full refund will be issued.
Pre-Orders
What is a pre-order item?
A pre-order item is a product available for purchase before it is in stock.
Do I have to pay upfront for pre-orders?
Yes. Some pre-orders require full payment, while others may allow a deposit, depending on the product listing.
Can I cancel a pre-order?
Eligible pre-orders may be canceled for a full refund within 7 calendar days of payment.
What if my pre-order is delayed or canceled by the supplier?
If there is a release delay, we’ll notify you. If a supplier cancels the item, you’ll be offered a refund or alternative product where available.
Shipping
Where do you ship from?
All orders are shipped from Hong Kong.
How long does processing take?
Most orders are processed within 2–3 business days. Made-to-order items may take 5–7 business days.
How long does shipping take?
Estimated delivery times:
- Hong Kong: 1–3 business days
- International: 7–14 business days
- Remote regions: 10–21 business days
Do you ship internationally?
Yes, we ship to many countries worldwide.
How much is shipping?
Shipping is calculated at checkout based on destination, package weight, and selected carrier.
Will I get tracking information?
Yes. Tracking details are sent by email once your order has been dispatched.
Who pays customs duties and taxes?
Depending on your location, customs duties and taxes may be covered by us or charged to the customer at delivery.
Returns & Refunds
What can be returned?
We only accept returns for items that arrive:
- Defective
- Damaged
- Incorrect
We do not accept returns for change of mind or ordering mistakes.
How long do I have to report a problem?
You must contact us within 7 days of delivery.
How do I request a return?
Please contact us through the ToyCraze website chat box with your order number and clear photos of the issue.
Who pays return shipping?
If the return is approved due to a defective, damaged, or incorrect item, we will cover the return shipping cost.
How long do refunds take?
Approved refunds are issued to the original payment method within 7 business days.
Do you offer replacements?
Yes, where available. If a replacement is not available, a refund will be issued.
Are pre-order items returnable?
Pre-order items are generally non-returnable once shipped, unless they arrive defective, damaged, or incorrect.
Contact Us
How can I contact ToyCraze?
Email: sales@toy-craze.com
Phone: +852 5593 9813
Address:
Room H, 13/F, Superluck Industrial Center Phase 1
45–53 Sha Tsui Road
Tsuen Wan, New Territories
Hong Kong
Support Hours:
Monday to Friday
9:00 AM – 5:00 PM
