Q: Why do I need to pre-order an item?
A: Many of our items are limited quantity and sell quickly. When your place a order before the item arrive ( pre-order ), we will reserve that item for you and send it out as soon as the item arrive. Some quick sell items may sell out before the item arrived. In this case, you won't miss any item in your collection.
Q: Do I guarantee to receive my "pre-order" item?
A: We always order enough stock for the pre-order item. In some 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: Can I order an "in-stock" item and the "pre-order" item in one order?
A: 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. 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.
Q: Can I pay by money order or Paypal for pre-order item?
A: Credit card is the best method for pre-order item. We will charge your credit card when the pre-order item arrives and ready to ship.
- If you use DEBIT card instead of credit card, your bank will process and charge the transaction immediately. In this moment, we do not receive payment from you and the fund is held by your bank. They may release your fund back to your account.
We will actually charge your card when the item arrived without any notice. So, it's the customer's responsibility to make sure enough fund in your account and we are not responsible for any overdraft or over limit fees due to this problem.
- You can place pre-order item by money order, we need to receive your payment within 2 weeks from your order date. Upon your payment arrive, we will confirm the pre-order. Otherwise, we will cancel your order.
- You can place pre-order item by Paypal and you will be charge immediately from your Paypal account. And we will update your status and confirm your pre-order.
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 update it accurate as possible and will 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.
Q: What payment method can I pay?
A: We accept credit card: Visa and Master card, Paypal and international type USD money order. We do not accept personal checks.
If you pay by international type USD money order: please make the money order payable to Toy Square and send it to the following address:
3255 Highway 7 East, Unit 221
Remember to write your name and order number on the money order to keep processing your order quick. We need to receive your payment within 2 weeks. Otherwise, we will cancel your order. We suggest customer send us money order via a traceable shipping method.
Q: What is the shipping cost?
A: You may view the shipping cost by adding items to your shopping cart and click "Check out", 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.
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.