Returns & Exchange Policy
Play at its finest means we want you to LOVE every single toy, game, and gadget.
At TOYTAG, we’re all about sparking joy through authentic, high-quality play. If something doesn’t quite hit the mark, we’ve made returns and exchanges simple, transparent, and stress-free. No complicated fine print — just happy kids (and parents).
We ship worldwide via FedEx from our Singapore HQ.
✅ What’s Eligible?
Your item qualifies for return or exchange if:
- You request it within 30 days of delivery
- It’s in original condition — unopened or gently used, with all original packaging, tags, accessories, and manuals
- You have proof of purchase (order number or receipt)
Items showing signs of heavy use, damage caused by you, or missing parts may not be accepted.
📦 How to Return or Exchange (Super Simple 4-Step Process)
- Start the Process Message us on WhatsApp +65 8448 2258 or email pokeus@toytag.com with your order number and reason (e.g., “wrong size”, “defective”, “changed mind”). We reply within 1 business day (Mon–Fri, 12–5:30 PM GMT+8).
- Get Your Return Label We’ll send you a prepaid return label if the item is defective or damaged on arrival. For all other returns/exchanges, you cover the return shipping (we’ll give you the cheapest FedEx option).
- Pack It Up Pop the item back in its original box, add the return label, and drop it off at any FedEx location. Keep the tracking number!
- We Handle the Rest Once we receive and inspect your item (usually 2–5 business days), we’ll process your refund or ship the exchange.
🔄 Exchanges – Our Favourite Option!
Love the brand but want a different colour, size, or toy? We offer free exchanges on eligible items (subject to stock availability). Just tell us what you’d like instead when you contact us — we’ll swap it fast and cover the outbound shipping for the new item.
💰 Refunds – What You Can Expect
| Scenario | Refund Type | Timeline after we receive item |
|---|---|---|
| Defective / Damaged | Full refund + free return shipping | 5–7 business days |
| Change of mind / Wrong item | Full refund | 5–7 business days |
| Exchange | No refund – direct swap | New item ships in 1–3 days |
Refunds go back to your original payment method. Store credit is also available if you prefer (and we’ll give you a 10% bonus on store credit for your next purchase!).
🚫 A Few Things That Can’t Be Returned
For hygiene and safety reasons (especially with educational toys and plushies), the following are final sale:
- Opened batteries or consumables
- Customised or personalised items
- Used coding/robotics kits that have been programmed or assembled
We’ll always let you know before processing.
🌍 International Returns
We accept returns from anywhere we ship. Just use the return label we provide. Duties/taxes are non-refundable.
❓ Frequently Asked Questions
Q: How long does the whole process take? A: From request to refund/exchange: usually 7–14 days total.
Q: Can I track my return? A: Yes! We’ll send you tracking at every step.
Q: What if my item is out of stock for exchange? A: We’ll offer a full refund or store credit with the 10% bonus.
Q: Do I need the original box? A: Yes — it protects the item and keeps your return eligible.
