1. General questions

What is the status of my order?

• Once you have placed your order, we will send you a confirmation email to track the status of your order.
• Once your order is shipped we will send you another email to confirm you the expected delivery date as well as the link to track your order (when the delivery method allows it).
• Additionally, you can track the status of your order in the "Track Your Order" section on Home page on the website.

 Can I change my order?

• We can only change orders that have not been processed for shipping yet.
• Once your order is under the status "preparing for shipping", "shipping" or "delivered", then we cannot accept any edits to your order.
• To make changes to your order, please reach out to support through our email. (info@toyswinner.com)

 

Where do you ship?

• We currently ship to Canada.

 

2. Payment

What payment methods do you accept?

• You can purchase on our website using a debit or credit card.
• We additionally offer support for Visa, Master Card, American Express, Shop Pay, Apple Pay, and Google Pay
• You can choose these payment methods at checkout.

 

Which currency will I be charged in?

We currently only support the following currencies for charging our customers in their local currencies: CAD.

If your credit or debit card use another currency, then you will be charged in CAD, depending on the currency chosen on our website. Your bank will apply the corresponding conversion rate of the currency you choose.

 

3. Shipping

How long does it take to ship my order?

Once you've placed your order, it usually takes 24 to 48 hours to process it for delivery.

Below is the usual shipping time based on our experience.

• Canada: 3-9 working days

What if I'm not home?

If you're not home, a new delivery will be performed the next day or the delivery partner will reach out to schedule a new delivery date depending on the country and delivery method you choose.

You may also have to go to your local post office to collect your package in case it cannot be delivered to you.

 

4. Returns

Do you accept returns?

We DO accept returns in respect to the following conditions:

• The item must have been sold on our online store
• The item shouldn't have been used in any way
• The return or exchange request is made within 14 days of delivery
• The return is made within 14 days of the return or exchange request

We DO NOT accept returns in respect to the following conditions: 

• The item which according to their nature are not suitable to be returned, deteriorate rapidly or where the date of expiry is over.
• The item which are not suitable for return due to health protection or hygiene reasons and were unsealed after delivery
• The item which are, after delivery, according to their nature, inseparably mixed with other items.

To ask for a return, please contact our support by e-mailing us.

info@toyswinner.com

 

Can I exchange an item?

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

 

Are returns free?

Customer will be responsible for the returns shipping fee. You can refer to the delivery paper within your package to perform organize your return.

Feel free to contact us by email for more details: info@toyswinner.com

 

How long does it take to process a return?

Returns are confirmed within 14 days of receiving the package at our warehouse.

Once your return is accepted, the reimbursement, exchange or credit will be issued within 14 days of our services accepting your return.

 

5. Other questions

Do you have physical stores?

We currently don't have any physical stores under our brand name.

Is there a warranty?

We guarantee any of our product made by us and sold through our online store to be free of defect. We would gladly accept any return or exchange request resulting from a defective item granted they respect the following conditions in Returns section.

If you have a return or exchange request resulting from a defective item please reach us by email for more information on how to proceed.

info@toyswinner.com