At UsJoyToys.com, we strive to ensure you are completely satisfied with your purchase. If you are not happy with your order, we have a simple and straightforward return and refund policy to assist you.
Returns
1. Return Window
- You have 30 days from the date of receipt to return any item for a refund or exchange.
2. Return Eligibility
- Items must be unused, in their original condition, and in the original packaging to be eligible for a return.
- Certain items, such as personalized or custom products, are not eligible for return unless they arrive damaged or defective.
3. How to Initiate a Return
- To start a return, please contact our customer service team at support@usjoytoys.com with your order number and the reason for the return.
- Once approved, we will provide you with a return authorization and instructions on how to return the item.
4. Return Shipping Costs
- Return shipping costs are the responsibility of the customer, unless the item was received damaged or incorrect. In such cases, we will provide a prepaid return label.
5. Refund Process
- Once we receive and inspect your returned item, we will process your refund within 5-7 business days.
- Refunds will be issued to the original payment method used at checkout.
Exchanges
1. Exchange Eligibility
- Exchanges are subject to the same conditions as returns. Items must be unused and in their original packaging.
2. How to Request an Exchange
- To request an exchange, please contact our customer service team at support@usjoytoys.com with your order number and the item you wish to exchange. We will guide you through the exchange process.
3. Exchange Shipping Costs
- You are responsible for shipping the item back to us for exchange. We will cover the cost of shipping the new item to you.
Damaged or Incorrect Items
1. Reporting Damaged or Incorrect Items
- If you receive a damaged or incorrect item, please contact us within 7 days of receipt. Provide your order number, a description of the issue, and any relevant photos.
2. Resolution
- We will either send a replacement at no additional cost or issue a full refund, depending on your preference and availability of the item.
FAQs
Q: Can I return items purchased on sale or clearance? A: Sale and clearance items are eligible for return, provided they meet the return eligibility criteria.
Q: What if I lost the original packaging? A: The original packaging is required for returns. If you have lost it, please contact our customer service team to discuss possible options.
Q: Can I return items after the 30-day return window? A: Returns outside of the 30-day window will not be accepted unless the item is defective or there are extenuating circumstances.
Q: How long does it take to process a refund? A: Refunds are processed within 5-7 business days after we receive and inspect the returned item.
Q: Can I return items without a return authorization? A: All returns require a return authorization. Unauthorized returns may not be accepted.
If you have any further questions or need assistance with a return or exchange, please contact our customer service team at support@usjoytoys.com.
Thank you for shopping with UsJoyToys.com!