Last updated: September 13, 2026
Returns & Refunds
We want to be straightforward with you about this rather than bury it in fine print.
Toy Terminal ships internationally from our warehouse in Fort Worth, Texas. Because of the distance, the cost, and the customs paperwork involved in sending a parcel back across a border, we do not accept general or change-of-mind returns.
What we do instead is stand behind every order. If something is wrong with what we sent you, we fix it — and we do not make you pay to ship it back to Texas to prove it.
When we will refund or replace your order
We resolve the following case by case, and we resolve them in your favour when the facts support it:
- Damaged in transit. The product arrived broken, crushed, or damaged.
- Defective. The product does not work as the manufacturer intended.
- Wrong item. We sent something other than what you ordered.
- Materially not as described. What arrived is meaningfully different from what our listing showed.
- Missing items. Part of your order did not arrive.
How to report a problem
Email support@toyterminal.com within 14 days of delivery with:
- Your order number
- A short description of the problem
- Photographs of the item and, for transit damage, the outer packaging as well
The photographs matter. They let us pursue reimbursement from the carrier, and they let us resolve your case without a back-and-forth. We aim to respond within 24 hours.
Cancellations
You can cancel an order within 24 hours of placing it, provided it has not already shipped. We pick and pack quickly, so after that window your parcel is usually already on its way and cannot be recalled.
To cancel, email support@toyterminal.com with your order number as soon as possible.
Orders that do not arrive
International shipping occasionally goes wrong. If tracking shows your parcel has stopped moving or has not been delivered, contact us and we will open an investigation with the carrier.
If an order still has not arrived 30 days after dispatch and tracking does not show delivery, we will refund it. You do not need to chase us for this — where we can see an order has gone missing, we refund it proactively.
Refused and undeliverable parcels
If a parcel is refused at delivery, or returned to us because of an incorrect address, an unpaid customs charge, or repeated failed delivery attempts, we will refund the cost of the goods once the parcel is back with us. Original shipping costs and any customs charges already incurred are not refundable in this situation, as those costs have already been paid to third parties on your behalf.
Please double-check your delivery address at checkout. It is the single most common cause of a parcel going astray.
How refunds are issued
Refunds go back to your original payment method. We issue them immediately on our end — but how quickly the money appears depends on your bank or card issuer, which typically takes 1 to 7 business days.
If a refund has not reached you after 7 business days, contact your bank first, then let us know and we will send you confirmation of the refund to pass on to them.
Please talk to us first
If anything at all is wrong with your order, contact us at support@toyterminal.com before opening a dispute with your bank. We resolve virtually every issue within 24 hours. A bank dispute takes weeks to process and delays getting your money back — going through us is genuinely faster for you.
We would much rather fix the problem than argue about it.
Related policies
See also our Shipping & Delivery Policy for delivery timeframes and costs by country, and our Authenticity Guarantee for how we source our products.
