Returns & Refunds Policy    

We hope you love your TOPTOY products, but if you're not 100% satisfied, we've made returns and exchanges easy.    

4 Simple Steps for Returns & Refunds:

  1. Contact us with your order details.                  
  2. Provide photos of any faulty or damaged items.                    
  3. We will instruct you to either return or dispose of the item(s).                    
  4. Receive your refund once we’ve confirmed everything. 

Special Instructions:

-Please check your order upon receipt and contact us immediately if there’s any defect, damage, or if you received the wrong item. We will evaluate the issue and resolve it promptly.
-We guarantee all our products are brand new, and we take great care in packaging them to protect the outer packaging. Due to the nature of international shipping, minor cosmetic damage to boxes or packaging may occur, which is not covered under our return policy.(Special edition or limited items are excluded.)      
-However, if there is significant damage that affects the product, please follow the return process. 

After-Sales Service (Return/Refund Rules):    

1. Customer Service Availability:

Our customer service is only available for orders placed directly through GOTOPTOY.com. For purchases made through dealers or third parties, please contact them for support. 

2. Return & Exchange Timeframe:

-For blind boxes, plush toys, and figures, you can request after-sales support within 5 days of receiving the item by contacting support@gotoptoy.com with your order number and photos.                    
-For building blocks, you have 15 days from the receipt of your product to request after-sales support by contacting support@gotoptoy.com with your order number and photos.

3. Non-Refundable Cases:

-We do not support returns or exchanges for personal reasons such as “dislike” or “no longer want” the product, e.g., receiving a blind box character that wasn’t your favorite (please refer to our Blind Box Rules for details).                    
-Products showing signs of use, damage, or missing parts, manuals, warranties, or accessories are not eligible for returns.                    
-Corporate purchases or bulk orders of more than 10 products are non-refundable.    

After-Sales Service Categories: 

1. Regular Blind Boxes:    

-Defects: Blind box products are designed toys made with current technology and some handcrafted elements. Minor imperfections like uneven color, light scratches, or paint bubbles are normal. If there are significant defects, you can request after-sales service upon receiving the product.                    
-Cards & Accessories: If the card inside the blind box doesn’t match the product, we will send you the correct card and let you keep the original one as a gift. 
-Duplicate Characters: If you purchased a full set of blind boxes but received duplicates, we will provide the missing regular product and collect the duplicate one.

2. Building Blocks:

-Missing Pieces: You are eligible for one free replacement of missing pieces for the same product. Contact us for assistance. After the first free replacement, further requests will be reviewed and may incur additional fees.
-Broken Bricks: Check for any broken bricks within 15 days of receiving the product and contact us for support.
-Special Cases: Since minifigure bags, piece packs, or large block sets undergo strict quality control before leaving the factory, we generally do not provide full bag replacements. In special cases, please provide a complete unboxing video and contact our customer service.

How to Apply for After-Sales Support:

Please send the following information to support@gotoptoy.com:

1.For damaged blind boxes:                    
-Order number.
-At least 2 clear photos showing the damaged areas (if there are multiple defects, include photos of each area with marked defects and explanations).

2. For missing building blocks:
-First, check if the missing block is misplaced inside the bag, carton, or hidden under another piece. Sometimes, it may have been used in an earlier assembly step.
-Order confirmation (payment screenshot, order screenshot, or product box bottom information).
-Identify the missing step or part from the manual and include photos. Once you’ve checked for all missing or broken pieces, let us know the details in one request.en pieces, let us know the details in one request.
-The maximum number of missing pieces per request is 15. If there are more, verify if any pieces are duplicates or missing from the bags. For any further issues, contact our customer service for manual verification.

Processing Time: 

-TOPTOY will process refunds within 5-10 business days after receiving the returned item(s). Please note that refunds may not appear on your credit card statement until the next billing cycle.
-Exchanges and replacements depend on product availability.
-Refunds will be issued using the original payment method (PayPal, credit card, debit card, etc.).
-For defective products, a full refund will be provided. However, for non-defective items, the refund will exclude shipping and handling fees, and the buyer will be responsible for any shipping costs not related to product quality.
-If more than 15 business days have passed since we’ve approved your return, please contact us at support@gotoptoy.com.