FAQ

FAQ

Pre-Orders:
 
Q: Why should I pre-order an item?
A: Many items are limited and sell quickly. Once you place a pre-order, we will reserve the item for you and send it out as long as the item arrives. In this case, you won’t miss any item in your collection.
 
Q: Am I guaranteed to get my “pre-order” item?
A: Yes, you are guaranteed to have the pre-order item. Except a rare occurrences or limited edition products, we may not receive full shipment from the manufacturer. In this case, we will process by first ordered first filled.
 
Q: Should I put an “in-stock” item and the “pre-order” item in one order?
A: If you order both “in-stock” and “pre-order” item(s) in one order, we will not ship until all pre-order item(s) in stock. So, we do not suggest customer to order “in-stock” and “pre-order” item together.
We recommend customer to order each “pre-order” item separately due to different arrival date.
 
Q: Can I pay by money order or Paypal for pre-order item?
A: We are no longer accepted Money order as a payment method.

- You can pay for a pre-order item by Paypal, but you will be charged immediately from your Paypal account.

- Credit card is the best method for pre-order item.

Q: When will you charge my credit card?
A: For in-stock items, you will be charged on the same date that we ship out your order.

For pre-orders items, you will not be charged until the pre-order item arrives and ready to ship. But we will process a pre-authorization against a valid credit card on the day you place the order. Pre-authorization is much like any other charge to a credit card, except instead of actually debiting funds from the cardholder you just put a temporary “hold” on the funds that last for 5 – 7 days, and then “hold” fund will be released. If you have any concerns about pre-order authorizations, please contact your bank.
Q: When will my pre-orders ship?
A: Each pre-order item will have an estimated arrival time provided by our suppliers. The arrival date may delay or change by manufacture. We will try to ship out your order as soon as it arrives.
 
Q: Can I cancel my pre-order?
A: You may cancel your pre-order by sending us an email. We will charge a 10% of the ordered item as a cancellation fee. We will confirm your cancellation by email and refund your payment in your original method of payment or store credit.
 
Payment Method:
 
Q: What payment method can I pay?
A: We accept credit card: Visa card, Master card and Paypal. We do not accept Money order or personal check.
Q: My credit card was expired and I got a new card from my bank. How can I change or update my new credit card?
A: Please notify us by email with you order #. We will contact you and get your update credit card detail.
 
Shipping:
 
Q: What is the shipping cost?
A: You may view the shipping cost by adding items to your shopping cart and click “Check out”. After you enter the shipping address, it will show your shipping cost for your order. We are not responsible for any customs fees, duty, taxes, tariffs, or any charges due to your local government apply on your parcel.
 
Q: After I placed an order, how long does it take to be sent?
A: We normally send out an “in-stock” order within 2-3 business days. It may delay due to holiday peak season or delivery company issues.
 
Q: How can I trace my parcel?
A: If the parcel was sent by Canada Post Regular Mail or Xpresspost service, you can check the parcel status at www.postescanada.ca using the tracking number that we provide after the parcel has been sent.

If your parcel was sent by UPS, you can check your parcel status at www.ups.ca or you can call your local UPS center using the tracking number that we provide after the parcel has been sent. If the parcel was sent by Airmail service, no tracking number is provided and no way to track your parcel.
 
Q: How long does it take my parcel to arrive?

A:  The normally estimated arrival time as following:
Within Canada:  normally 5 – 7 business days by Canada Post
United State: from 4 – 7 business days by UPS, depends on which city locate.
International: at least 10 business or more by Canada Post Airmail service.

It may vary due to holiday peak season, delivery company strike or any unconcern issues.
 
Q: Can I change my shipping address? 
A: YES, you can send us your new shipping address with your order # by email asap. We must confirm you by reply. If your order already shipped out, we cannot change it for you anymore and will not responsible for the incorrect address.
 
Q: I pre-ordered a product a long time ago and I still do not receive it. What happened?
A: All pre-order products are sent out upon the manufacture release and arrive to our warehouse. Sometimes, the manufacturer may delay or change the release date. We will keep update any new information from the manufacturer on our website.
 
Cancellation:
 
Q: I've already placed an order, but I want to cancel it, can I do it?
A: If you decide to cancel an order before it has been sent out, please send us an email with your order number. After we received your request, Toy Square will charge customer 10% of the order item as a cancellation fee and refund your payment in your original method of payment or store credit. And, we will send you a confirmation email regarding your order cancellation.

No cancellation will be allowed if the order has already been sent out. It is the customer’s responsibility for all shipping fees, package return fees or any charges related to this case.
Please make sure what you want the item(s) before you place an order.