Refund policy
Last updated: 20 October 2026
We want you to love every toy, game and gadget from TOYTAG. If something isn't right, we've kept returns and exchanges simple and clear.
At a glance
| Return window | Within 30 days of delivery |
| Condition | Original condition, with all packaging, tags, accessories and manuals |
| Refund timing | 5–7 business days after we receive your item |
| Exchanges | Free on eligible items, subject to stock |
| Store credit | Available instead of a refund, with a 10% bonus |
Eligibility
Your item qualifies for a return or exchange if:
- you request it within 30 days of delivery;
- it is in original condition (unopened or gently used), with all original packaging, tags, accessories and manuals; and
- you have proof of purchase (order number or receipt).
Items showing signs of heavy use, damage caused after delivery, or missing parts may not be accepted. Please keep the original box: it protects the item and keeps your return eligible.
Items that can’t be returned
For hygiene and safety reasons, the following are final sale:
- opened batteries or consumables;
- customised or personalised items;
- used coding or robotics kits that have been programmed or assembled.
We'll always let you know before processing.
How to return or exchange
- Contact us on WhatsApp +65 8448 2258 or email pokeus@toytag.com with your order number and the reason. We reply within 1 business day (Mon–Fri, 12pm–5:30pm, Singapore time).
- Get your return label. If the item is defective or damaged on arrival, we send you a prepaid return label. For all other returns and exchanges, you cover the return shipping and we’ll suggest the most affordable option.
- Pack it up. Put the item back in its original box, attach the return label and drop it off as shown on your label. Keep the tracking number.
- We handle the rest. Once we receive and inspect your item (usually 2–5 business days), we process your refund or send your exchange.
Defective or damaged items
If your item is defective or arrives damaged, contact us with your order number and photos of the item and the outside packaging. You'll get a full refund with free return shipping, or an exchange if you prefer (subject to stock).
Refunds and exchanges
| Situation | Outcome | Timing after we receive the item |
|---|---|---|
| Defective or damaged | Full refund + free return shipping | 5–7 business days |
| Change of mind or wrong item | Full refund | 5–7 business days |
| Exchange | Direct swap, no refund | New item ships in 1–3 days |
Refunds go back to your original payment method. You can choose store credit instead and receive a 10% bonus on it for your next purchase.
Exchanges are free on eligible items, subject to stock. Tell us what you'd like instead and we'll cover the shipping of the new item. If your exchange item is out of stock, we'll offer a full refund or store credit with the 10% bonus.
International returns
We accept returns from anywhere we ship. If import duties or taxes were charged on your order, contact us and we'll let you know what can be done.
Timeline
From request to refund or exchange usually takes 7–14 days in total. We'll send you tracking at every step.
Questions?
Email us at pokeus@toytag.com and we'll be happy to help.
Toy Tag International Pte Ltd (UEN 201210902C) · 10 Woodlands Square, #04-42 Woods Square SOLO 1, Singapore 737714
