SHIPPING POLICY
General Shipping Information
We won't charge your credit card until your order is shipped. In-stock orders normally ship within 1-2 business days unless otherwise noted. However, if an item is marked "This item ships separately" or during times of heavy order volume (especially November and December), orders normally ship within 3-5 business days of when they were placed. Generally, all items on backorder or out of stock are marked as such on the site. All shipping transit times quoted are business days (Monday-Friday), not calendar days. Weekends and holidays are not considered business days.
For most domestic orders, all orders ship via USPS Priority or FedEx Ground. You will receive an e-mail with a tracking number when your order ships. You will also be able to view your order status and tracking numbers in your account order history.
Detailed Shipping Information
Processing Time: Orders are subject to a 1-2 business day processing time. Business days are considered Mon-Fri. Weekends are not considered business days.
Transit Time: The delivery times are in reference to the time spent in transit (once your order has left the warehouse). This time does not include the 1-2 business day processing time.
Tracking: An email with tracking information will be sent once an order has been shipped (with most carriers). If you carrier allows for package tracking, you can also track your package on your Account.
Shipping is not available to:
- PO Boxes
- Military Bases (APO, FPO, etc.)
- Hotels, motels, inns, hostels, B&Bs, and/or timeshares because we cannot guarantee safe and timely delivery during your stay.
Shipping Multiple orders: Multiple orders placed on the same day cannot be combined. If you wish to cancel your orders and place one large order, please email us at: customerservice@toynamishop.com
Shipping to Multiple Locations: Unfortunately, we cannot split up an order and ship to multiple locations. If you wish to send items to different locations, you will need to place a separate order for each shipping address.
Rates: It depends on what you are ordering, how much you are ordering, and where it is shipping. You can determine the cost of shipping your order by adding the items you want to the shopping cart and get the shipping cost during checkout - you will need to fill out your shipping address in order to view the shipping options and cost.
Address Changes: Unfortunately, we cannot change the shipping address on an order after it has been placed. If you have entered your shipping address incorrectly, please email us at customerservice@toynamishop.com or call us at (818) 787-8998 to have your order canceled.
Domestic USA Shipping Methods
Toynami, Inc. offers multiple shipping methods to most areas in the United States. Merchandise ships from Van Nuys, California.
Standard - FedEx Home Delivery Continental USA is available for residential clients who require deliveries made Tuesday through Saturday between 9 a.m. and 8 p.m. Please allow up to 2-7 business days for your in-stock items to arrive (1-2 business days for processing and 1-6 business days for shipping). This shipping method is trackable. Shipping to PO Boxes, Military Bases (APO, FPO, etc.), and U.S. Territories (Puerto Rico, Guam, etc.) is NOT available with this shipping method. Add 2 business days if shipping to Alaska or Hawaii.
Standard - FedEx Ground Commercial offers service to commercial locations during regular business hours. Please allow up to 2-7 business days for your in-stock items to arrive (1-2 business days for processing and 1-6 business days for shipping). This shipping method is trackable. Shipping to PO Boxes, Military Bases (APO, FPO, etc.), and U.S. Territories (Puerto Rico, Guam, etc.) is NOT available with this shipping method. Add 2 business days if shipping to Alaska or Hawaii.
2nd Day Air is available for express deliveries. Orders placed after 10:00 AM Pacific Time may not be processed until the following business day. Please allow 2-3 business days for your in-stock items to arrive. This shipping method is trackable.
The shipping methods you qualify for are offered during the Checkout process. Not all shipping methods are available in all locations.
International Shipping Methods
International Shipping will automatically calculate shipping costs based on your shipping address and methods available, on the Checkout Page. You may also contact us at customerservice@toynamishop.com for a quote.
International Duties, Taxes, and Regulations
You are responsible for any and all import duties, taxes, or brokerage fees. Toynami is not responsible for these charges. Certain products may have restrictions or other regulations that may prohibit delivery to your country. IMPORTANT: Please contact your local customs department for more information.
Refused Packages
International customers are strongly encouraged to contact their customs office for a quote on VAT or import fees on their order. This way we can avoid abandonment issues at Customs, loss of funds to both Toynami and the collector, and unnecessary interruption of online account service. If your account has a history of refused shipments for orders, Toynami, Inc. reserves the right to terminate your user account and refuse future service.
U.S. Customer who refuses proper shipment:
If you are a U.S. customer whose package was processed and shipped correctly but you refuse it upon delivery, you will be responsible for the shipping charges of the item’s return. You will be refunded back the item’s original cost and taxes (if applicable) less the return shipping fees.
International Customer who refuses proper shipment:
If you are an international customer who refuses to make prompt delivery arrangements with the carrier for a properly shipped package, which results in it being returned or if you abandon it with the carrier/customs for any reason, then you will still be responsible for VAT/import fees plus return shipping costs or abandonment fees. This will be deducted from your refund of the item price and the difference will be credited back to you. If the costs are more than your product credit on file, Toynami, Inc. may bill you for the balance.
If Toynami ships the package incorrectly:
If Toynami has mistakenly charged and shipped an order that you have already canceled, we ask that you alert us via phone (818) 787-8998 or via e-mail through customerservice@toynamishop.com. We may instruct you to refuse shipment prior to delivery or if it has arrived we will assist you to return the item and receive a refund once the item arrives back into our warehouse.
RETURN & CANCELLATION POLICY
30 Day Return/Exchange Policy (Product Guarantee):
We guarantee that every item we sell directly will give you complete satisfaction, or you may return it for a replacement or for a refund of the purchase price* (US$) within 30 days of receipt of the item.** WE STRONGLY SUGGEST THAT YOU OPEN ALL MERCHANDISE UPON RECEIPT TO INSPECT IT IN ORDER TO TAKE ADVANTAGE OF THIS POLICY.
Customers who purchased directly from ToynamiShop.com should note that all returns/exchanges must be sent to us and received within 30 (THIRTY) days of the original delivery date of the product to you. The product must be returned in its original box/packaging in the same condition as it was sent to you. This means that the item must be returned intact with figures, accessories, bases, original packaging, outer shipment box as well as in a double boxed shipping carton, if this is how it was sent to you.
Due to the limited edition nature of our product, we cannot guarantee that the item(s) can be replaced at the time of return or that damaged specific edition numbers can be replaced with the same number. In this case, we would offer a full refund of the purchase price (US$).
We will pay the return shipping cost if the return / exchange is a result of our error such as a defect / damage or an error in filling your order.
*If the purchase is being returned for any other reason than those previously stated, the buyer will be responsible for all shipping charges, including those to return the item(s) to us. Refunds will be the purchase price minus any applicable shipping charges.
**Limited items, such as convention exclusives, are "all sales final," meaning we will not be able to accept cancellation or refund requests. Please make sure you want to go through with the purchase before completing the transaction. We do not guarantee mint condition packaging. If the packaging has a slight ding or crease, it is not subject to a return or exchange. We will do our best to state this where applicable.
If you ordered the wrong item, wrong size, or simply changed your mind
We will refund you for your purchase (minus the shipping cost), provided the returned item(s) are received back in their original packaging, along with all accessories, warranty cards, manuals, etc., where applicable, provided your purchase is in "as-new" condition, and the purchased product was not noted as a clearance, close-out or non-returnable item.
When your return is received, you will be issued a refund to your credit card.
You will be responsible for return shipping costs of non-defective merchandise.
Requesting a Replacement
During the Return Merchandise Authorization, you can request a replacement for the same item if it arrives damaged. At this time, exchanges for different items are not possible, but you are welcome to place a new order on our website at ToynamiShop.com
Requesting a Refund
If a refund is issued, the purchase price of the item plus applicable sales tax will be credited. All eligible refunds are made to the original form of payment. We cannot issue a refund to gift recipients; however, you may request a replacement if the item is damaged.
Processing Your Return
Please allow 21 days to process your return. You will receive notification via e-mail confirming that your return has been received and processed. If, after 21 days, you still have not received e-mail or written confirmation that your return has been processed, please contact our Customer Service Center at customerservice@toynamishop.com. Please allow up to two billing cycles for any eligible refund to appear on your credit card statement.
How to Make a Return
To return an item, you must get a Return Merchandise Authorization number (RMA) from us. To request an RMA, please follow this procedure.
- Send an email with the subject “RMA Request – [insert your order # here]” to: customerservice@toynamishop.com
- Write a brief description explaining your reason for return, and if you want a replacement or refund.
- Be sure to include your Name, Address, Order #, and product name.
After you get your RMA number, ship your package back to us at the following address:
Toynami, Inc. Returns
16625 Arminta Ave.
Van Nuys, CA 91406-1610
RMA: [ include your RMA# here ]
Return processing time depends on where the package being sent from, but a general rule of thumb is:
Packages sent via FedEx take 7-10 business days
Packages sent via USPS take 10-13 business days
Returns sent back without setting up an RMA prior to sending the package back may take longer than the times stated above.
Undeliverable Shipments
When packages are returned to us as undeliverable, we will attempt to contact you via phone or e-mail in order to obtain a different shipping address to re-ship the order. If you are concerned that there may be an issue with delivery of your order, you can email us at customerservice@toynamishop.com or call our Customer Service Center at (818) 798-8998.
Canceling or Changing an Order
Once an order has been submitted, you must contact our Customer Service Center at (818) 798-8998 to attempt to cancel or change it. We are unable honor customer requests to cancel or change orders that have already entered the shipping process.
Contacting Our Customer Service Center
By e-mail: CustomerService@ToyamiShop.com
By phone: (818) 787-8998 - 9 AM - 6 PM PST, Monday - Friday
Cancellation Fees:
Below is a list of cancellation fees that may be applicable on your order.
LATE PRE-ORDER CANCELLATION FEES
Customers who have a pre-order with us are contacted via e-mail approximately 14-21 days prior to their pre-ordered items arriving at our warehouse. If you no longer wish to receive your order, we ask that you please cancel it as soon as possible, either through your Online User Account or via phone at customerservice@toynamishop.com. There is generally no cancellation penalty for pre-orders canceled during this time frame.
If you would like to cancel your order but have already received the ‘Processing Alert’ e-mail, notifying you that we will be charging your card within 24 hours for your order, then you must call us immediately to cancel: (818) 787-8998.
Please do not request to cancel your order via e-mail after you have received our ‘Processing Alert’ notification because your package may ship prior to your e-mail request being processed through our system. If you do not cancel your order with us before your order begins the shipping process, then you will be responsible for any and all shipping fees or package return fees.
LATE IN-STOCK ORDER CANCELLATION FEES
If you have placed an order with us for IN-STOCK items and wish to cancel it, then you must call us directly at (818) 787-8998. IN-STOCK items usually ship out within 24 hours of placing your order with us, thus your item may already be en route to you.
If you do not contact us in time or if you attempt to cancel an IN-STOCK item via e-mail causing a delay in the cancellation, and your order ships, then you will be responsible for any and all shipping fees or package return fees. Click here for detailed information.
PRE-ORDERS
What is a PRE-ORDER?
Since many of our collectibles are limited editions and available to a world-wide audience, they tend to sell through quickly. We offer our customers the opportunity to reserve or pre-order an item while the item is in production or prior to its arrival into our warehouse.
Customers can pre-order an item using a credit card. Toynami’s Pre-order Policy is that the customer’s credit card will be charged to secure the Pre-order item(s). We can not accept money orders or personal checks to reserve pre-order items.
Since many of these pre-order items take a few months to arrive into our warehouse after they have been pre-ordered, Toynami updates customers about their pre-orders through our Product Arrival and Processing Notification e-mails, the product’s ordering page, our web site and our free e-newsletter. Please note, all shipments leave from our California-based, U.S. warehouse.
As a reminder, customers are responsible to track the arrival of their pre-ordered items through the avenues mentioned above. Toynami is not responsible for e-mail notifications that were not received due to outdated e-mail addresses, SPAM filtering, host service blocks or the customers’ inability to access their e-mails. Customers may also be responsible for additional fees due to outdated information on their orders.
OTHER
Benefits of E-newsletter Membership
Toynami appreciates its collector community and strives to keep them as informed as possible about upcoming products, release dates, and event schedules.
The main tool we use for this is our Newsletter, which goes out to our collector family around the world. This newsletter is FREE to join and takes only a few moments to sign up.
If you are unfamilar with our newsletter service, you may not know the BIG BENEFITS that membership can bring to you such as earning a discount immediately, being eligible to compete for collectibles and other prizes, receiving information about new licenses, having advanced notice of pre-order items and more.