Shipping policy

Pooky Toys ("we" and "us") is the operator of (https://www.pookytoys.com) ("Website"). By placing an order through this Website you will be agreeing to the terms below. These are provided to ensure both parties are aware of and agree upon this arrangement to mutually protect and set expectations on our service.

1. General

Subject to stock availability. We try to maintain accurate stock counts on our website but from time-to-time there may be a stock discrepancy and we will not be able to fulfill all your items at time of purchase. In this instance, we will fulfill the available products to you, and contact you about whether you would prefer to await restocking of the back-ordered item or if you would prefer for us to process a refund.

2. Shipping Costs

Shipping for orders are calculated during checkout based on weight, dimensions and destination of the items in the order. Payment for shipping will be collected with the purchase.

This price will be the final price for shipping cost to the customer.

3. Returns

3.1 Return Due To Change Of Mind

Pooky Toys will not accept returns due to change of mind as long as a request to return is received and approved by us within 15 days of receipt of item and are returned to us in original packaging, unused and in resalable condition.

Return shipping will be paid at the customers expense and will be required to arrange their own shipping.

Once returns are received and accepted, refunds will be processed to store credit for a future purchase. We will notify you once this has been completed through email.

(Pooky Toys) will refund the value of the goods returned but will NOT refund the value of any shipping paid.

4. Delivery Terms

4.1 Transit Time Domestically

In general, domestic (48 contiguous states) shipments are in transit for 2 - 7 days

4.2 Transit time Internationally

Generally, orders shipped internationally are in transit for 4 - 22 days. This varies greatly depending on the courier you have selected. We are able to offer a more specific estimate when you are choosing your courier at checkout.

4.4 Change Of Delivery Address

Orders placed before 2:00 PM - EDT (UTC-04) will be dispatched the same day, otherwise, within the next business day.

Our warehouse operates on Monday - Friday during standard business hours, except on national holidays at which time the warehouse will be closed. In these instances, we take steps to ensure shipment delays will be kept to a minimum.

4.4 Change Of Delivery Address

For change of delivery address requests, we are able to change the address at any time before the order has been dispatched. If you have received an email from us with Tracking Number your order has been dispatched and we won't be able to change address.

4.5 P.O. Box Shipping

Pooky Toys will ship to P.O. box addresses using USPS postal services only. We are unable to offer other couriers services to these locations.

4.6 Military Address Shipping

We are able to ship to military addresses using USPS. We are unable to offer this service using other courier services.

4.7 Items Out Of Stock

If an item is out of stock, we will wait for the item to be available before dispatching your order. Existing items in the order will be reserved while we await this item.

4.8 Delivery Time Exceeded

If delivery time has exceeded the forecasted time, please Contact Us so that we can conduct an investigation.

5. Tracking Notifications

Upon dispatch, customers will receive a tracking link from which they will be able to follow the progress of their shipment based on the latest updates made available by the shipping provider.

6. Parcels Damaged In Transit

If you receive your package and there are obvious signs of damage to the outer box (e.g. rips, dents, crushing, etc), we would ask for you to please take photos of the box BEFORE opening it as the carrier’s require this to process claims. Once completed, feel free to inspect your item and, if it’s also damaged, please Contact Us for further assistance.

 

7. Duties & Taxes

7.1 Sales Tax

Sales tax has already been applied to the price of the goods as displayed on the website

7.2 Import Duties & Taxes

8. Cancellations

ALL SALES ARE FINAL AT POOKYTOYS.COM. We make every attempt to process orders as quickly as possible. Therefore, when you place an order with us, we place a confirmed order with our vendors within 36 hours of your purchase. This is to ensure we receive your item in a timely fashion upon release.

Please review your purchase before submitting your order to ensure billing/shipping, quantities ordered, or sizes of clothing are correct. We are not able to update quantities, add or remove items, or update the shipping address after the order is confirmed.

8.1 Pre-Order Cancellations/Refunds

If you wish to cancel your Pre-Order you have two choices:

You may cancel any individual pre-ordered item, or the entire order, in the form of a store credit gift card that never expires for 100% of the purchase, up until the time we ship your order.

Alternatively, you can ask to have any pre-ordered item, refunded back to your original form of payment less a 25% cancellation fee since we place a confirmed order with our vendors within 36 hours of your purchase. After a pre-order is submitted, we place an order with the manufacturer - which basically commits us to purchase the item on the customer's behalf.

In the case of manufacturer changes to product specifications or details that are a materially different than the initial listing of said product, then you may request to cancel your pre-order.

8.2 What is a Cancellation Fee?

The cancellation fee applied will be to any item which you wish to cancel from your order. The fee is 25% of the price paid, with a minimum charge of $2 per item. This restocking fee will be deducted from the amount to be refunded.

Pooky Toys charges a cancellation fee because when customers order an item, then cancel it for no reason, that increases the costs of doing business - which means we have to increase prices for everyone. We don't think it is fair to penalize the vast majority of customers because a small minority cancel items for no reason.

However, if you have a genuine reason for cancelling your item, please contact us to explain your circumstances and we will review whether the fee should be charged.

QUANTITY LIMITS

To provide collectors the best chance at purchasing exclusive or non-exclusive items, or for any other reason, we reserve the right to limit quantities.

Products may be limited per order, per person or household, or to orders that use the same credit card, billing and/or shipping address, or share any other order attribute.

Orders found to exceed the limit placed on an item may be canceled after the order is placed. If an order is canceled, a pending charge may appear on your statement, which will reverse within 3-7 business days, however this time-frame can vary depending on the financial institution.

Those who use multiple email addresses, manipulate shipping addresses, place multiple, excessive orders of the same product, or try and bypass our product limits in any other way may have all orders canceled and/or be blocked from making future purchases.

BULK PURCHASES

Pooky Toys reserves the right to restrict, limit, cancel or alter orders and the terms of purchase and return applicable to Bulk Purchases. The term “Bulk Purchases” is defined as purchases made for resale and/or purchases of greater than six (6) of the same item.

Promotions or promotional coupon codes may not apply to Bulk Purchases. Bulk Purchases are not eligible for free shipping offers.

A shipping surcharge may be applied to bulk purchases.

9. Insurance

Parcels may be insured, at our discretion, for loss and damage, up to the value as stated by the courier. Should an insurance claim be necessary (for items damaged or lost in transit) Pooky Toys may require your assistance to complete such claims including providing a description of the package’s condition, providing photographs of the package, and/or holding the package for pickup by the carrier. 

Your assistance during this process is greatly appreciated!

9.1 Process for parcel damaged in-transit

We will process a refund or replacement as soon as the courier has completed their investigation into the claim.

9.2 Process for parcel lost in-transit

We will process a refund or replacement as soon as the courier has conducted an investigation and deemed the parcel lost.

10. Customer service

For all customer service inquiries, please email us at info@pookytoys.com