Customer Service

HELP CENTER QUICKLINKS

My Account Information

You can manage your personal information when you log in to your Toynk account. To edit your shipping and/or billing address, phone number, or email address, click on Edit under the information that you want to change.

Order History

To view your order history, simply log into your Toynk account. The order history will display your previous and current order number, the date of purchase, the status of the order, and the total amount paid for the order. To get detailed information on a specific order (i.e. item description, shipping address, payment information, etc.), click on the order ID number highlighted in blue.

Order status

To view the status of your order, log in to your Toynk.com account. Each order that you have placed will be displayed in your Order History.  For each order, there are two status codes separated by a dash. The first code refers to the payment status and the second code refers to the order status. For example, "Pending-Cancelled" means the payment was not received/completed and that the order was cancelled.  Please review descriptions of the status codes below:

• Recent - The order was recently placed and may be eligible for cancellation.  If the order was placed during a non-business day (Saturday and Sunday), it will be reviewed on the following business day.  Toynk business hours/days are subject to change.

• Pending - The order is being reviewed for any discrepancies.  We may need to contact the customer in case of any issues/questions, such as validating an address or payment information.

• Approved - Payment and all customer information has been approved; it is ready to be shipped at this time.  Orders in this stage cannot be changed or cancelled.

• Completed - The order has been sent to our shipping department.  Customers will receive a shipping confirmation email with a tracking number once the package has shipped.  Please note that tracking information may not be available on UPS or USPS for the first 24-48 hours.

• Cancelled - The order has been cancelled by either the customer OR by Toynk.com due to non-payment.  If you have questions regarding your order cancellation, please contact help@toynk.com.  Be sure to include your order number (e.g. 2012-01-1234), first and last name, and the email address used to place the order. Please limit correspondence to 1 email.  All emails will be answered within 24-48 business hours.

Payment Information

You can save and/or edit credit card information to make future purchases quick and easy!  Under Payments On File, click on edit to change information or click Add Credit Card to add any additional credit cards.

Gift Cards

Please keep your Toynk.Com/Costumecow.com gift card if you have a balance after use. You must have a login/account in order to view your previous gifts cards and associated balances.  Lost gift card:  If you have previously redeemed a gift card on Toynk.com/Costumecow.com and have a balance on that, card but did not create an account, we will not be able to retrieve your gift card balance information.  If you have an account and redeemed a gift card with a leftover balance, we will be able to retrieve your gift card balance information. To check the value of a new gift card, please click on the "Check Gift Card Balance" area on the main page of Toynk.com.

Email Settings

To subscribe/unsubscribe to the Toynk.com newsletter, go to Account Management Settings and click on Email Settings.  You can change your subscription preferences by checking or unchecking the box, then click Update Preferences to save changes.

Change Password

Once you have logged in to your Toynk.com account, you can change your password by going to the Account Management section and clicking Change Password. You will need to type in your new password twice, then click Change Password to save changes.

Forgot Password/Login?

To retrieve your password, click on the Login button, then fill in your login/username in the Password Recovery box.  Your password will be sent to the email that we have on file.  If you do not know your login/username (it is usually your email address), please email help@toynk.com so that they can retrieve this information for you. Please be sure to include your first and last name, your phone number, and the email that you opened the account under.

Payment Policies & Options

We currently accept Visa, Master Card, American Express, Discover, and Toynk Gift Cards for payment. You may also check out by using your PayPal or Google Checkout accounts.

In addition, we accept payment by bank wire, money order, and personal checks.  Please be aware that these methods of payment will require a processing time of up to two weeks. Your merchandise will be shipped as soon as payment has cleared.  Checks should be make payable to Toynk Toys.  Our address is:

Sales Tax

We are required by law to collect sales tax in Illinois and South Carolina.

Order Cancellations

We try to expedite all orders so that our customers can enjoy their new merchandise as soon as possible. Once the order has been placed and is in the "Approved" stage, changes to the order cannot be made.  You can find out the status of your order by logging into your Toynk account. If your order is in the "Recent" or "Pending" stages, please contact us immediately at help@toynk.com or call us at 866-314-4981.  Please limit correspondence to either one email or voicemail to ensure a prompt response.  If contacting by email, please be sure to include your full name, order number, and phone number.  In the subject line, please title it CANCELLATION REQUEST. If your order is not in the recent or pending status, you cannot cancel your order.  You can always contact us for a return or exchange once your order has arrived.

Refused Packages/Failed Deliveries

Packages that are refused delivery or are returned to us after the 3rd delivery attempt are subject to a 15% restocking fee and a return delivery charge.  These fees will be deducted from your refund.

Pre-order

This is an option for a special item that is not in stock, but is coming in soon! Simply click the "Pre-Order this Item" button and go through the checkout process. If a credit card is used for payment, the card will be charged immediately.  If a PayPal account or any other method of payment is used, you will not be asked for payment until the item becomes available. A notification email will be sent when the item is in stock.  Payment must be completed before it is shipped.  Note:  It is wise to pre-order an item that is in high demand.  Once the item is in stock, the price may change (but not for you because you pre-ordered!) Also important to note: We will not ship pre-orders and in-stock items separately. If you want an item that is in stock, we suggest making two separate orders. To check the status of your pre-order, please contact help@toynk.com.

Shipping Information

Shipping Carrier

We currently use UPS and the United States Postal Service (USPS) for our shipping services.

How We Determine Rates and Shipping Options

Shipping rates/options are determined by customer location and order size (weight).  You can easily find out what your shipping rates/options are by entering your U.S. zip code on the Cart Content page in the area that states "Enter U.S. Zip Code for Updated Total".  You must have the items that you want to purchase added to your cart for this feature to function. For international customers, please proceed through the Checkout process to find the shipping options and rates available to you.

Flat rate standard and premium shipping are not available to Alaska, Hawaii, Puerto Rico, U.S. Territories, P.O. Box, APO, or AE addresses.  Services and prices are subject to change.

Shipping Timeline

In-stock orders will ship from our warehouse within 1 to 3 business days after payment has cleared.  Customers who have selected express shipping methods for their order will ship the same day (if ordered before noon CST) or by the next business day once payment has cleared.

Tracking Your Shipment

A shipping confirmation will be sent with your tracking number (if applicable) to the email address that you provided. Tracking information may not be available for the first 24 to 48 business hours.  If you cannot retrieve your tracking information after this 48 business-hour period, contact customer service by email at help@toynk.com or call 866-314-4981. Make sure to provide your full name, order number, and phone number. Please limit correspondence to either one email or (if applicable) one voicemail to ensure a prompt response. You will receive a reply within 24 business hours.

International Shipping Information

We ship to just about anywhere in the world!  The shipping cost and options for international shipments will be available once you start the Checkout process.  You must have the items that you want to purchase added to your cart in order for this feature to function.  The options/rates will appear under the Shipping Options section once you have filled in and completed the Shipping Address fields.

Shipping Service Descriptions

We know shipping can be a little confusing.  We hope that the chart below will answer any questions that you may have.  If it is still unclear, please contact us at help@toynk.com or call us at 866-314-4981.

The following chart describes the shipping services that may be available to you in your area. Please note that the transit times listed do not include the 1-3 business day Toynk warehouse processing time. Business days are Monday through Friday. Saturday delivery is available in limited areas for an additional charge (upon request only - please contact customer service).

Return/Exchange Information

Changed your mind? Doesn't fit? No worries!  We have an easy 30-day return policy.  Upon receipt of your return, you will be refunded the value of the merchandise. Original shipping is not refundable. Return shipping is the responsibility of the buyer. Please allow 7-10 days to process your return/exchange after the item is received by our Returns Department. Returns of 3 or more items are subject to a 15% restocking fee. Refunds will be credited in the same form as they were paid. We do not offer store credits at this time.

If you are exchanging for an item that has a higher value than your return, one of our customer service representatives will call you to request payment for the difference. Return shipping for exchanges is the responsibility of the buyer, but we will not charge additional shipping for the exchanged item.

Instructions:

1. Include your original packing slip and write reason for return or exchange on the back

2. If you do not have it, write your full name, order number, phone number, and reason for return/exchange

3. Ship your return merchandise to the following address:

We recommend using a traceable carrier such as UPS or FedEx. Toynk is not responsible for packages not received if sent by a non-traceable carrier.

Received Wrong or Damaged Item?

In the event the product that you purchase was damaged*, defective, missing items, or if you receive the wrong item, contact help@toynk.com or call 866-314-4981 within 5 days of the delivery date. We apologize for the inconvenience and we will help to resolve your issue in a timely manner. *Please note that we do not guarantee 'mint packaging' on collectibles and will not consider the item as damaged.

Return/Exchange Requirements for Toys & Collectibles

All merchandise must be unopened and in its original packaging to be eligible for return.  Opened items, products where the factory seal has been broken, or products without the original packaging will not be accepted or credited.

Return/Exchange Requirements for Costumes, Costume Accessories, and Clothing

Most costume items and clothing are eligible for return or exchange if the following guidelines are met:

• Costume returns/exchanges must include the complete costume and its accessories in the original packaging. Missing costume accessories or costume items returned without the original packaging will not be accepted or credited.

• Costumes/clothing must not show any sign of use; it must be free of hair, smoke odor, soil, or any damage due to wear.

• Shoes, costume footwear, and boots may be tried on for fit, but must not show any sign of use.  This also includes boot-tops, shoe covers, and costume shoes.

• Refunds will not be given if the inspected merchandise does not meet any of the guidelines above.

The following items are only eligible for return if they are unopened and in its original packaging:

• Undergarments, socks, stockings, and hosiery

• Artificial hair, prosthetics, fangs, or any other prosthetic mouthpiece

• Cosmetics, costume make up appliances, false eyelashes, nail art, press-on nails or finger extensions, temporary tattoos, body stickers, and hair color gel

• Party supplies and Halloween music CD's

Important note for Halloween Customers:

If you need to return a costume for an exchange during the busy Halloween season, it is suggested that you reorder the size/items that you need immediately. Otherwise, it may take up to 3 weeks for the return/exchange process to be completed. Contact customer service at help@toynk.com so that they can make the proper adjustments to your account. Please make sure to leave your full name, phone number, your original order number AND your new order number. Return shipping is the responsibility of the customer, but we will refund your cost of shipping for the new order if you are returning/reordering for an exchange.

Contact Us

Questions? Comments? Suggestions?  We would love to hear from you! Please click on this link to take you to our Contact Form.  Thank you for your business!