Refunds
1. How long does it take to receive a refund?
Refunds are typically processed within 7-10 business days after we receive the returned item. Please note that the time it takes for the refund to appear in your account may vary depending on your bank or payment provider.
2. Can I get a refund instead of an exchange?
Yes, you can choose a refund instead of an exchange for any returned item, as long as it meets our return policy guidelines (unused, in original packaging).
3. How will I receive my refund?
Refunds will be issued to the original payment method used for the purchase. If you paid via credit card or PayPal, please allow a few business days for the refund to reflect in your account.
Customer Support
1. How can I contact customer support for after-sales service?
You can reach our after-sales support team by emailing [support email] or calling our customer service hotline at [phone number]. Our team is available from 9 AM to 5 PM (Monday to Friday).
2. What if I have trouble with the return process?
If you encounter any difficulties during the return or exchange process, please don’t hesitate to contact our support team. We will assist you every step of the way to ensure the process is as smooth as possible.
3. Do you offer repair services for toys?
At the moment, we do not offer repair services for toys. If the toy is under warranty and defective, we will provide a replacement. If the toy is no longer under warranty, you may need to consider other repair options or purchase a replacement.
Order Processing
1. How long does it take to process my order?
Order processing typically takes 1-2 business days. Once your order is processed, it will be shipped out according to the selected shipping method (standard or expedited).
2. Will I receive an order confirmation?
Yes, once your order is placed, you will receive an email confirmation with your order details. A separate email will be sent once your order has been shipped, along with tracking information.
Tracking and Delivery Updates
1. How can I track my order?
Once your order has shipped, you will receive an email with a tracking number. You can use this number to track your package through our website or the carrier’s tracking page.
2. My tracking information hasn’t been updated. What should I do?
It may take 24–48 hours for the tracking information to be updated. If you still don’t see updates after this period, please contact customer service, and we will assist you in tracking your order.
3. What happens if my delivery is delayed?
If your delivery is delayed beyond the estimated timeframe, please check the tracking information first. If there are still issues, contact customer support, and we will assist you in resolving the problem.
Shipping Package Issues
1. What if my package is lost or damaged in transit?
If your package is lost or damaged, please contact customer support within 7 days of the estimated delivery date. We will work with the carrier to resolve the issue and either resend your order or issue a refund if necessary.
2. Can I change the delivery address after placing the order?
We strive to process orders quickly, so changes to the delivery address may not be possible once your order is in transit. If you need to update the address, contact customer service immediately, and we will do our best to assist.
OEM & ODM Orders
1, Do you accept OEM and ODM orders?
Yes, we offer both OEM and ODM services. Whether you have your own design or want us to help develop a custom product, we can accommodate your needs.
2. Can I customize the product design or packaging?
Yes, for both OEM and ODM orders, you can customize the product design, color, packaging, and logo to fit your brand. For ODM, we also offer additional customization options on our pre-designed products.
3.What is the payment term for OEM and ODM orders?
For OEM and ODM orders, we usually request a 30% deposit before production begins, with the remaining balance due before shipping. Payment methods include bank transfer, PayPal, and other secure payment options.
4. Are there additional costs for customization?
Yes, there may be additional costs for product customization (e.g., logo printing, packaging design, and special materials). We will provide a detailed cost breakdown in the initial quote.
5. Can I receive a sample before the full order is produced?
Yes, we highly recommend receiving a sample before proceeding with the full order. This allows you to check the product’s quality and design before mass production. The sample fee is usually refundable once the full order is placed
