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 soon as it 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 for rare occurrences or limited edition products, we may not receive full shipments from the manufacturer. In this case, we will process the first order first filled.

Q: Should I purchase an “in-stock” item and the “pre-order” item in one order?
A: We DO NOT suggest customers order “in-stock” and “pre-order” items together. If you order both “in-stock” and “pre-order” item(s) in one order, we will not ship until all pre-order item(s) are in stock.
Also, we recommend customers order each “pre-order” item separately due to different arrival dates.

Q: Can I pay by money order or Paypal for pre-order item(s)?
A: We no longer accept Money orders as a payment method. You can pay by Paypal and it charges immediately. You can choose Other payment Options and we will reach you out for credit card or E-transfer payment.

Q: When will my pre-orders be charged?
A: If you choose PayPal, you will be charged immediately. If you choose Other Payment Options, we will contact you for payment when the items arrive.

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 be delayed or changed by the manufacturer. 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 20% of the ordered item as a cancellation fee and will confirm your cancellation by email.

Payment Method:

Q: What payment method can I use?
A: We accept credit cards: Visa, Mastercard, Paypal, and E-Transfer.

Q: My credit card was expired and I got a new one from my bank. How can I change or update my new credit card?
A: Please notify us by email with your order #. We will contact you and get your updated credit card details.

Shipping:

Q: What is the shipping cost?
A: You may view the shipping cost by adding items to your shopping cart and clicking “Check out”. After you enter the shipping address, it will show the shipping cost for your order. We are not responsible for any customs fees, duty, taxes, tariffs, or any charges due to your local government applying to your parcel. 

    You can choose to pick up at the store at no shipping cost.

Q: After I place 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 be delayed due to the 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.

Q: How long does it take my parcel to arrive?
A:  Within Canada:  normally 5 – 7 business days by Canada Post
     United States: from 5 – 10 business days by Canada Post Expedited service.

It may vary due to the 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 be 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 at our warehouse. Sometimes, the manufacturer may delay or change the release date. We will keep updated with any new information from the manufacturer on our website.

Cancellation:

Q: I've already placed an order, but want to cancel it, can I do it?
A: If you decide to cancel an order before the order is being shipped out, please send us an email with your order number. After we receive your request, Toy Square will charge 20% of the order amount as a cancellation fee and will send you a confirmation email regarding your order cancellation.  Also, we will not respond to the bank charges and foreign exchange rate discrepancies happening to the refund.

Please make sure you like the item before placing an order!

All Sales are FINAL at www.toys2.net.