FAQs
Order
Do I need an account to make a purchase?
You cannot check out as a guest on Gotoptoy. You need a verified account and must log in to complete your order.
Why create an account?
- Ensure your shopping experience by being able to track your order history.
- Be notified immediately when exclusive products are launched.
- Faster checkout with saved address and payment info.
- Earn membership points to get discounts.
- Create a wish list for future shopping or to share with friends.
Stay tuned for more exciting benefits!
Can I purchase from Gotoptoy.com outside of Asia?
To ensure fast shipping, orders are immediately sent to our Fulfillment Center once placed. Because of this, we cannot modify orders after submission, including adding or removing items, changing payment methods, updating addresses, or canceling orders.
Please double-check your order before submitting to confirm the correct product, size, quantity, payment, and shipping details. For further assistance, feel free to contact our customer service team. If you no longer want to keep an item added to an order, please see our Returns Policy
Can I cancel my order on Gotoptoy.com?
Share information about your brand with your customers. Describe a product, make announcements, or welcome customers to your store.
Can I change the shipping address on my order?
To ensure fast shipping, once your order is placed, it is immediately sent to our Fulfillment Center, and we cannot update the shipping address after submission.
Please provide a correct, complete, and secure shipping address (non-PO Box) when placing your order. You can save addresses to your account for quicker checkout. For details on how to add or update saved addresses, visit our Saved Addresses page.
A $10 restocking fee applies to undeliverable or refused orders. If your order is returned, it will be canceled, and you will be refunded the total amount minus the $10 fee. For orders under $10, no refund will be issued.
Shipping
How soon will my order ship?
All orders are processed and shipped within 48 hours (working days) after confirmation. Once your order has been dispatched, you will receive a shipping notification with tracking details.
Do you offer worldwide shipping?
We appreciate our international community and would love to ship worldwide.
Some items may not be available for purchase in certain countries because of our licensing agreements. As a result, international customers might encounter restrictions when placing orders, and some orders may be canceled if items aren't available for your location.
We collaborate with various international retail partners to help you access our products, so please check local retailers for availability.
Delivery Times: International shipments typically take 5-20 days to arrive. If your in-stock order hasn’t arrived after 25 days, please contact our team for assistance.
Important Note: All international sales on Gotoptoy.com are final. Duties, customs fees, and import taxes are not included in the purchase price and may be charged upon delivery.
How can I check the status of my order?
To check your order status, visit your Order History in your account. Once shipped, your tracking number will be available. And then go to Track Your Order and enter your tracking number to find your order.
All customers will receive a shipping confirmation email with a tracking number once the order ships.
When will my order arrive?
We know waiting for your package can be tough! Our fulfillment center ships orders using different methods based on size.
Most orders arrive within 10 business days after shipping. Please note that business days are Monday through Friday and do not include holidays.
Delivery Methods and Times
Standard Delivery: 15-30 business days
Express Delivery: 5-15 business days
Estimated International Delivery Times
Thailand: 10-14 business days
How do I receive free shipping?
You can enjoy free standard shipping on orders over $69, applicable to most destinations.
Please note that certain regions and oversized items may be excluded from this offer. Additional shipping fees, taxes, or import duties may apply depending on the destination.
For full details, please refer to our Shipping & Delivery Policy.
My order shows as delivered, but I have not received it yet.
Oh no! You've been eagerly waiting for your TopToy Exclusive, and while your tracking shows it has been delivered, you can't find the package. What should you do?
Verify the Shipping Address: Check your order confirmation to ensure the address is correct.
Search Thoroughly: Look around your property, including under porches, in the garage, at side doors, and in the backyard. Carriers often place packages in hidden spots for security.
Ask Others: Check with anyone else in your household to see if they accepted the delivery for you.
Contact the Carrier: Reach out to the delivery service. Sometimes packages are mistakenly delivered to neighbors or marked as delivered but still on the truck.
Check with Your Apartment Office: If you live in an apartment complex, ask your mailroom or leasing office if they have your package.
Look for a Key: If you have a community mailbox or central pickup point, check your mailbox for a key to a parcel locker. Carriers may leave packages there instead of at your door.
If you’ve tried all these steps and still can’t find your order, don't hesitate to get in touch with TopToy Support at support@Gotoptoy.com for assistance.
What should I do if my order is delayed during shipping?
We apologize for any shipping delays you may have encountered. During holidays, peak seasons, or due to unforeseen logistical issues, some orders may be shipped later than expected. You will receive an email with a tracking link once your order is on its way. We appreciate your patience and understanding.
If you have any questions or concerns in the meantime, please don’t hesitate to contact our customer support team at support@gotoptoy.com. Thank you for your continued support!
Payments & Billing
Is my payment information safe on GoTopToy.com?
Yes, your payment is secure with us. We use Secure Sockets Layer (SSL) technology with 128-bit encryption, ensuring the highest level of security available for your transactions.
Why Your Payment May Be Declined
If your payment is declined, it’s often due to simple errors like typos in your information or an outdated billing address. You might see the declined charge listed as a pending transaction. To resolve this, please double-check all details, including:
Card number
Expiration date
Security code
Cardholder name
Billing address
Other common reasons for payment failure include:
Mismatched payment location compared to your usual residence
Blocked transactions by your credit card company
If you suspect a block, please contact your credit card provider directly, as we cannot assist with that issue.
Additionally, during limited release character periods, exceeding the order limit may lead to a declined payment.
If you've tried these steps and still need help, please reach out to our customer service team for further assistance.
Can I change my billing address on an order?
For your security, we cannot change the billing address after you submit your payment. Please ensure that your billing address is accurate before completing your transaction.
Do you have Gotoptoy gift cards?
Currently, we do not offer gift cards for purchases on Gotoptoy.com or in retail stores. However, if you’re interested in using or giving a gift card, please reach out to us! Your enthusiasm will help us decide whether to introduce this feature. Plus, the first 10 people to contact us may receive a special surprise!
Returns & Refunds
What is your returns and refunds policy?
We want you to love your purchase! For more details on policy, visit our Returns & Refunds Policy page. or contact our support team—we’re here to help! Shop confidently knowing we’ve got you covered.
If I don't like the character after opening the blind box, can I return or replace it?
Due to the nature of blind box products, we do not accept return and refund requests due to personal reasons.
What do I do if I receive the wrong item in my order?
We are sorry to hear you received the wrong item in your order! Please report your order issue to our team via email for further assistance.
Include your order number, a photo of the item received and the name of the missing item(s). Please double-check the package for any notes or packing slips that indicate your other item(s) were shipped separately.
While we may not be able to guarantee your exact order is replaced due to potential stock issues, we’ll resolve the situation as best we can!