Help Center

All prices include shipping and taxes

We will ship an order only when all of the items have arrived in our warehouse and is available to ship.

We will put your in-stock items aside in our warehouse and wait for the pre-order items to arrive.

We recommend that you separate your orders if you have pre-order items and in-stock items.

If you want us to split your shipment up, we can do that for you for an extra shipping fee. Please contact us using the contact form.

All our products will be shipped from SFexprss in China and will be delivered using local logistics after entering your country.

The normal delivery time in the United States is 8-10 days. The shipping time varies from country to country, so please refer to the actual logistics.

Most of the time we try to ship the same day but because we have inventory in multiple warehouses, there can be a handling period of up to 2 days. We can't guarantee the shipping times but we can estimate.

itoy is NOT responsible for lost or stolen packages.We will provide you with complete logistics information and proof of delivery. You need to contact the local logistics.

If you did not purchase shipping protection, you can reach out to the following:

Canada Post:
If your package was shipped via Canada Post please go to the Canada Post claims at https://www.canadapost-postescanada.ca/cpc/en/support/kb/receiving/mail-delivery/mail-with-tracking-number-not-delivered-what-can-i-do?icid=Support\_Page|Filing\_a\_Claim|Line\_2

USPS:
If your package was shipped via USPS please go to the USPS Missing Mail link at https://www.usps.com/help/missing-mail.htm

UPS:
If your package was shipped via UPS please file a claim with UPS at https://www.ups.com/us/en/support/file-a-claim.page

DHL:

If your package was shipped via DHL please file a claim with DHL at https://www.dhl.com/global-en/home/our-divisions/freight/customer-service/how-to-prepare-a-claim.html

Our definition of "item" is the actual item inside the box. We do not consider box packaging as the item as the box packaging is there to protect the product. If the box has a ding on it, that is not considered defective.



If the actual item inside the box arrived broken and/or is defective, please contact us by sending an email to customer service and please attach a photo of the damaged item within 7 days of receiving it. We'll work with you to get you a replacement or a store credit.

We ship worldwide.

Shipping from warehouse in Shanghai, China,

All sales are final.
If you have received a defective or damaged item, please contact us within 7 days of your package arrival.
Any “refused” shipments are the customer’s responsibility. The original shipping charge, as well as the cost of return shipping, will be deducted from the original purchase amount and a restocking fee may apply.
You can read our full refund policy here.

No problem, we'll take care of you. If the actual item (NOT THE BOX) is damaged or is defective, take a photo and contact us with in 7 days of receiving your package and we'll either send you a replacement or give you a full refund on the defective item.

Chargebacks are against terms and conditions are not allowed at ITOY.



If you file a chargeback against us, we will fight it and we will ban you from making future purchases at our store.



We're here to serve you and make you happy. Contact us first and we'll work with you to find a mutual solution to keep everyone happy. Don't be a jerk and file a chargeback for a purchase regret. That really hurts us as a small business.

No. All sales are final and we do not accept returns in-store.

However, if you have received a defective item, please come in and we will help you either find a replacement or give you a store credit for your defective item. A slightly damaged box is not considered defective.