Faq

WHERE IS THE STORE BASED?
We are based in Canada.

WHERE DO YOU SHIP FROM?
We ship from our own warehouse and our partnered factories located in China, Canada, and the US. If you ordered multiple items, please expect your items to be shipped separately as different factories specialize in different areas of manufacturing. 

WHAT IS THIS STORE'S RETURN AND EXCHANGE POLICY?
Strictly no returns or exchanges unless there are defect(s) in the product(s) and the attention is brought to us no later than a week! So make sure you are ordering the correct item, size, and color. Make sure to read the measurements in products that apply. If there are none, email us!

DO YOU ACCEPT ORDERS PLACED OUTSIDE OF THE US?
At the moment we only service US and CANADA.

HOW LONG WILL IT TAKE TO RECEIVE MY ORDER?
Order processing time takes 1-7 business days before shipment. Deliveries are normally within 2 weeks however, some situations are out of control and it can take up to 2 months. It depends on what you purchased. You can 'CONTACT US' or email info@castleoftoys.com for specific shipping times.

I HAVE RECEIVED ONLY PART OF MY SHIPMENT, WHERE ARE THE OTHER ITEMS?
We ship from different parts of China, Canada, and the US, therefore, some items might arrive earlier than others. If you'd like to know the status of your other items, please email us with your name and order number.

WHAT ABOUT POSSIBLE CUSTOM FEES?
We are not responsible for any customs fees once the items have shipped. By purchasing our products, you consent that one or more packages may be shipped to you and may get customs fees when they arrive in your country.

WILL THIS ITEM GET TO ME BEFORE _________?
If you plan to give one of our items as a holiday gift, we do not recommend buying the items during the month when the holiday is happening. There is a risk of the item not arriving there on time. We are not held responsible for items that do not arrive before specified dates.

CAN I CANCEL/CHANGE MY ADDRESS/ORDER?
Please email us as soon as possible if you wish to change or cancel your order. Note that once the item has been fulfilled and marked as shipped, we are not able to make any changes or cancellations to your order.

Have a question?
E-mail us at info@castleoftoys.com