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Help & F.A.Q.s

This knowledge management page is classified with standard information by category, including frequently asked questions from our customers. If you are still confused, don't hesitate to consult our customer service representative via send a mail to support@toyswill.comWe will help you solve it.

 

Orders FAQs


 Can I make changes to my order?

If you want to make changes to your order, you only need to delete the primary order and then you can place a new order. You can also cancel an order as long as it has not been delivered to the destination.


 How can I cancel my order?

Usually it is easy to cancel an order as long as the status is draft or pending.

If the status shows processed, please send a ticket to us to cancel it. However, once an order has shipped, it can’t be canceled.

 

Within 24 hours 

of payment confirmation*

24-72 hours 

 after payment confirmation*

More than 72 hours after 

payment confirmation*

80% Refund

50% refund of the product 

price, full refund of the 

shipping price

No Refund 

 

 When will I receive my order?

All the orders in our store require processing time. It can be as short as 24 - 48 hours.

Most orders take about 3 - 18 business days for delivery. Delivery time depends on the shipping method you choose. You can refer to the table below for details:

 

Shipping Time (Business Days)

---

Expedited Shipping

Standard Shipping

---

3 - 8

8 - 20

 

 

Shipping & Delivery FAQs


 How can I track my package?

A shipping notice will be sent to you once a package has been shipped. In the mail, a tracking number and website are provided. We have cooperation with EMS, FedEx, UPS, and other famous Courier companies. You can check your package status on their official websites.


UPS shipping can track go to http://www.ups.com
DHL shipping can track go to http://www.dhl.com
TNT shipping can track go to http://www.tnt.com
FEDEX shipping can track go to http://www.fedex.com
EMS shipping can track go to http://www.ems.com.cn



 How can I estimate the delivery date?

The delivery time depends on several factors, including the destination, the shipping method and the turnover time of your items. For example, if you order an angry bird plush toy, 1 working days is required to prepare the item, and  3-18 business days  for delivery.


Please use the following table to determine how long it will take to get your order:

http://www.toyswill.com/includes/templates/bookworm/images/shipping_process.jpg

 


Note: During traditional and International festivals, such as National Day , New Year, our company as well as courier companies are not at work. It means that 2 - 6 days will be delayed.


 How do I calculate shipping costs?

You are free to click the button “Checkout” at shopping cart.

if you want to know the shipping cost. You will be led to the page "Checkout  page" after click the button "Checkout".

 

 Are there any additional fees involved in international shipping?

Generally no additional cost, but it is depends on your country's customs. The added value refers to tax, duties or fees. Some countries may charge it. Additional costs for the settlement of tax or customs must be paid by the consignee;  Customs and taxes policies vary from country to country; For more information, please contact your local customs office.


Returns & Refunds FAQs


 An item was lost or damaged during shipping

If your item has been damaged during shipment that is our fault, you are entitled to claim a full refund. Please send us a mail and feedback the detailed problems as well as the photographs of the courier company as soon as possible. What is more, documentation of 'Damage proof' is also required. Alternatively, you can open the item in the presence of the courier. If you notice that it was damaged, you can refuse it and contact us timely. We will figure out a best solution for you.


 I received a wrong item.

If you have received an incorrect item, you can change it for the correct item or claim a full refund. To start the process, you can contact us by email.


 How do I return an item?

Every step Toyswill tries is to meet customers’ expectation for every purchase. However, it happens customers will return an item. Please contact our customer service.

 

Account FAQs


 Why should I create an account?

An account makes shopping more convenient for you on Toyswill.com: 

• Check the status of your order

• Contact customer service about previous orders issues

• Check your payment and delivery information

• Ask a question or post a comment on a product. Various contests on product reviews in 'My Favorites' 

• Add a shopping cart, so that you can return to buy later at any time


 How do I write a review?

Writing a review is simple to realize. It helps other customers learn more about our products and you can win coupon if you do. You can write it directly through the product page.