Returns & Refunds
We want you to be happy with your order. Here's exactly how returns, refunds, and cancellations work at Toki Toy Box.
30-Day Money-Back Guarantee
Our return policy lasts 30 days from the date of purchase. If 30 days have passed since your order date, we are unable to offer a refund or exchange.
To be eligible for a return, your item must be:
- Unused and in the same condition you received it.
- In its original packaging.
- Accompanied by your order number.
How to Start a Return
Email support@tokitoybox.com within 30 days of your purchase with the subject "RETURN #yourordernumber" and a brief description of the issue. We'll reply within 24 hours (Monday–Friday) with a return address and next steps.
Please do not send returns to the original manufacturer or to the address on the shipping label. Wait for our return address.
Non-Returnable Items
- Gift cards
- Sale or clearance items marked "final sale" at time of purchase
- Items that have been used, washed, or are no longer in original condition
Damaged or Defective Items
If your item arrives damaged or defective, email support@tokitoybox.com within 7 days of delivery with photos of the damage and your order number. We'll arrange a replacement or refund at no cost to you. You do not need to ship the damaged item back unless we ask.
Refunds
Once we receive and inspect your return, we'll email you to confirm receipt and approval status. If approved, your refund is processed to your original payment method, typically within 3–10 business days.
Late or Missing Refunds
If you haven't received your refund within 10 business days of our approval email:
- Check your bank account or card statement again — some refunds post under the original purchase line, not as a new transaction.
- Contact your bank or card issuer; processing time on their end can take several days.
- If you've done both and still don't see the refund, email support@tokitoybox.com and we'll trace it.
Exchanges
We only replace items if they are defective or damaged. If you'd like to exchange an item for the same item due to a defect, email support@tokitoybox.com and we'll guide you through the process.
For exchanges to a different product, we recommend requesting a refund on the original order and placing a new order for the item you want.
Order Cancellation
Orders can be cancelled within 1 hour of placement. After 1 hour, the order enters our processing pipeline and cannot be cancelled.
To request a cancellation, email support@tokitoybox.com immediately with the subject "CANCEL ORDER #yourordernumber".
A 1.5% management and transaction fee (of the total order value) applies to cancellations.
Full refund applies when you cancel an order to switch to a different one. Once a new order is placed, our system automatically cancels the prior order and refunds 100%.
Order Modifications
Changes to shipping address, item variant, or other order details must also be requested within 1 hour of placement. After that, the order is locked for processing and can no longer be modified.
Refunds Not Applicable
Refunds are not available when:
- Delivery failed because of incomplete or incorrect shipping information provided by the buyer.
- The buyer could not be contacted by the carrier.
- The buyer was not present at the time of delivery and did not arrange redelivery.
- The buyer refused to sign for the package.
- The buyer did not retrieve the package from a self-service pickup point within the carrier's holding window.
Questions
If you're not sure whether your situation qualifies for a return or refund, email support@tokitoybox.com with your order number. We're flexible and want to make it right — always ask.