Refund policy

Effective Date: September 6, 2026

At The Toy Guys, we want you to feel confident when shopping for toys, games, collectibles, and other products with us. If your purchase does not meet your expectations, this Refund & Return Policy explains when a return, replacement, or refund may be requested and how the process works.

We aim to handle every request fairly, clearly, and consistently.

1. Return Eligibility

Customers may request a return within 30 calendar days from the date their order is delivered.

To be eligible for a standard return, the item should:

  • Be unused and in its original condition.

  • Be returned with its original packaging, labels, components, and included accessories, where applicable.

  • Not show signs of customer-caused damage, misuse, alteration, or excessive handling after delivery.

  • Be accompanied by a valid order number or other proof of purchase.

Items that do not meet the applicable return requirements may not be eligible for a standard return or refund, subject to applicable law.

For toys, games, and collectibles, products should remain unused and include their original packaging and components, where applicable. This helps us verify the item's condition and determine return eligibility.

2. Items That May Not Be Eligible for Standard Returns

Certain items may not qualify for a standard return when they cannot reasonably be resold in their original condition.

Examples may include:

  • Toys or games that have been used or played with.

  • Products damaged through customer misuse, improper handling, or accidental damage after delivery.

  • Items returned with missing components, accessories, or packaging necessary to verify their condition.

  • Products clearly identified at the time of purchase as final sale or non-returnable, where permitted by applicable law.

Any applicable final-sale or non-returnable designation will be communicated clearly at the time of purchase.

These exclusions do not apply where a refund, replacement, or other remedy is required by applicable law, including for qualifying defective, damaged, or incorrectly supplied products.

3. How to Request a Return

Please contact us before sending an item back so we can review your request and provide the appropriate return instructions.

When contacting us, please provide:

  • Your order number.

  • Your name.

  • The item you would like to return.

  • The reason for the return.

  • Clear photographs of the item if it is damaged, defective, incorrect, or materially different from what you ordered.

Once we receive your request, our team will review the information and explain the next steps.

Please do not send a return to our business address unless our customer service team has provided return instructions.

Restocking fee: $0.00. The Toy Guys does not charge a restocking fee for approved returns.

4. Return Shipping Costs

If you are returning an item because you changed your mind, ordered the wrong item, or no longer want the product, you may be responsible for the return shipping cost.

If your return is due to an issue caused by us, such as receiving an incorrect, damaged, or defective item, we will work with you to determine an appropriate resolution, including return shipping arrangements where applicable.

Because standard shipping is offered free on eligible US orders, there is normally no original standard shipping charge to reimburse when a return is processed.

Any return shipping arrangements will be communicated before you send the product back.

5. Damaged, Defective, or Incorrect Items

We understand how important it is for toys, games, and other products to arrive in good condition.

If your order arrives damaged, defective, incorrect, or materially different from what you ordered, please contact us as soon as reasonably possible after delivery.

To help us review the issue, please provide:

  • Your order number.

  • Clear photographs of the product.

  • Photographs of the shipping package and packaging materials, where relevant.

  • A brief description of the problem.

After reviewing the information, we may offer an appropriate resolution, which may include a replacement, refund, or another suitable solution, depending on the circumstances and product availability.

Please keep the original product and packaging until we have completed our review, as they may be needed to evaluate the issue or coordinate a carrier claim.

Nothing in this section limits any rights or remedies available to you under applicable law.

6. Refund Process

Once an approved return is received, the item may be inspected to confirm that it meets the applicable return conditions.

After the return has been approved:

  • Refunds will generally be issued to the original payment method used for the purchase.

  • We aim to process approved refunds within 2 business days after the return has been approved.

  • The time required for the refunded amount to appear in your account depends on your bank, card issuer, or payment provider.

A refund being processed by The Toy Guys and the funds appearing in your account are two separate steps.

If the original payment method is no longer available, please contact us so we can discuss the available options.

7. Exchanges and Replacements

If you receive a damaged, defective, or incorrect item, we may offer a replacement when an appropriate replacement is available.

For standard returns, exchanges may be considered based on product availability and the circumstances of the request.

Please contact our customer service team before returning an item if you would like to request an exchange or replacement.

If a replacement is unavailable or otherwise unsuitable, we will discuss the available resolution with you in accordance with this policy and applicable law.

8. Return Inspection

Returned products may be inspected after they are received.

For standard returns, items should meet the applicable eligibility requirements described in this policy.

If a product has been used, damaged, altered, or returned with missing components in a way that does not meet the applicable return conditions, the return may be declined or the available refund may be affected where permitted by applicable law.

We will communicate with you if there is an issue with the condition of a returned product.

This inspection process does not remove any rights you may have regarding products that arrive defective, damaged, or incorrectly supplied.

9. Late or Missing Refunds

If we have confirmed that your refund has been processed but the funds have not yet appeared in your account, please follow these steps:

  1. Check your bank or card account for the transaction.

  2. Contact your bank, card issuer, or payment provider, as posting times can vary.

  3. If you still cannot locate the refund, contact us with your order number and refund details.

Our team will review the refund status and assist you as appropriate.

10. Important Return Information

  • Return requests should be submitted within 30 calendar days of delivery.

  • Standard returns should involve unused products in their original condition, with original packaging and components where applicable.

  • No restocking fee is charged for approved returns.

  • Damaged, defective, or incorrect orders should be reported promptly so we can investigate and assist you.

  • Please obtain return instructions from our customer service team before sending a product back.

  • Return shipping costs depend on the reason for the return, as described in this policy.

  • All return and refund decisions are subject to applicable consumer protection laws.

11. Contact Information

If you have questions about a return, refund, replacement, or damaged order, please contact our customer service team.

The Toy Guys

Business Address:
4911 W Broad St
Richmond, VA 23230
United States

Phone: +1 804-572-7963

Email: support@thetoyguys.shop

Customer Service Hours — Eastern Time (ET)

  • Monday–Friday: 10:00 AM–6:00 PM

  • Saturday: 10:00 AM–4:00 PM

  • Sunday: Closed

We are committed to handling returns and refunds with fairness, transparency, and clear communication while providing a straightforward shopping experience for our customers.

Thank you for shopping with The Toy Guys. We appreciate your trust and the opportunity to help you find toys and products you will enjoy.