Shipping policy
How can I track my order?
You'll receive a confirmation email from our warehouse once your order is on its way. Please click on the tracking link provided in the email to view the up-to-date tracking status of your parcel.
Besides, by visiting Track your order live, you can easily know where your package is now. Logistics information usually will be available at the website within 48 hours after your order is shipped.
How much does shipping cost to my country/region?
For now, specified products enjoy FREE economy shipping worldwide.
Other products are subject to a flat shipping fee: $3 for Economy Shipping and $4 for Standard Shipping.
The electronic version of hand-painted products does not need to pay shipping.
Is there a set shipment time for all products?
United States (Mainland): Orders will be fulfilled within 2 business days and may take 3-7 business days in shipping.
Canada: Orders will be fulfilled within 2 business days and may take 6-8 business days in shipping.
Europe: Orders will be fulfilled within 2 business days and may take 6-12 business days in shipping.
Asia: Orders will be fulfilled within 2 business days and may take 8-15 business days in shipping.
Notice: We cannot 100% guarantee the delivery time during the COVID-19 Pandemic. Please be more patient to wait for your order.
What country/region does Hey Toy World ship to?
Due to the shipping restrictions during the global Covid season, we can currently ship orders to the countries/regions below.
North America: United States (Mainland), Canada
Europe: Austria, Belgium, Bulgaria, Croatia, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Monaco, Netherlands, Norway, Poland, Portugal, Slovakia, Slovenia, Spain, Sweden, Switzerland, United Kingdom
Asia Pacific: Australia, China, Hong Kong, Indonesia, Japan, Macau, Malaysia, New Zealand, Philippines, Singapore, South Korea, Taiwan, Thailand，Vietnam
West Asia: Israel
Note: currently, we are unable to ship to PO Boxes or APO/FPO military addresses.Other regions will decide whether to ship according to the global Covid season situation.
What do I do if items were damaged or missing upon delivery?
Damaged in delivery:
If there is damage to the package, or if merchandise is missing, please keep the original shipping carton and contact us immediately so we can issue a damage claim with the carrier.
Please do not return the merchandise without going through these steps, as it delays the replacement of the order or the issuance of a credit.
Missing items:
All missing item claims must be reported within five business days of delivery. We highly recommend you view unboxing videos for each product. Contact us to report a missing or damaged item from a shipment.
Why my pacakge is returning to the sender?
- Being refused
A package returns mainly because it has been refused by the person at the address. It could be a family member who isn't aware of the package is what you've ordered or a friend who has no idea that it is a gift for him/her.
- Insuffiecnt/wrong address
Sometimes couriers would automatically return packages with insufficient/wrong addresses, such as no apartment number, wrong postal code, or even no access to enter the apartment. Please make sure you have left a valid and sufficient address.
- No pick-up for a long time
If the package is delivered to a self-pickup point for some reason, such as recipient's require, or delivery service unavailable at the moment and no one comes to claim for it. The package will be returned after 7-30 days.
If you need assistance in reclaiming your package, please directly write to support@heytoyworld.com.
What happens if my package is rejected or returned?
If an order is returned to us due to inaccurate or incorrect address information or because it was declined or undeliverable, Hey Toy World reserves the right to retain the original shipping/handling fee and to deduct a certain amount in the refund for costs incurred related to the return of the
undeliverable packages or merchandise.
Is it necessary to inspect the received package an dincluded products upon delivery?
Upon delivery, please inspect the item to be sure it's the correct model, inoperable condition, and not damaged. Do not sign the delivery manifest until you have inspected the item. Once you sign for the item,you are accepting the product as is.
Please note that claims for missing items or items damaged in transit must be received within five business days of receipt.
What happens if my item is on back order?
In the event that an item is out of stock or for any other reason is unable to be shipped, we will notify you in time. We will keep the order open unless told to cancel it. When the item is in stock, we will ship it out immediately.
Due to high international shipping costs, taxes, and duty fees,we cannot ship any international order that includes back ordered items. We will hold the order until all items are in stock and available to ship. Please contact us if you wish to cancel or change these items.
Handling order problems after delivery?
If you sign for an order yourself and notice the package is damaged, take photos of the package and reject the package. After you reject the package,contact us via support@heytoyworld.com.
Whether you sign for the order yourself or not, inspect the package and product after you receive it.
If you encounter any of the following problems with your order,please contact us via support@heytoyworld.com within three business days with any relevant proof of the issue you have available. Timely notification and valid proof can help us resolve your issue as soon as possible.
1) Damaged delivery package or product package -Attach the photos of the delivery package and product package to your email.
2) Items in the package are not the products you ordered (missing or incorrect items) - Attach photos of your received items and packing list in the email.
3) The package is marked as having been signed for on the courier's website,but you did not receive the package.