Return and Return Policy

Applicable to returns, refunds, and exchanges.

1. Product Packaging

We conduct thorough inspections to ensure all products and packaging are in excellent condition before shipment.
However, once products are shipped, they are beyond our direct control. We cannot be held responsible for damages (e.g., package or toy packaging damage during transit). While we can assist you in filing a claim, success cannot be guaranteed. If there are issues with receiving your package. Please contact us in the email: toywizardctu@outlook.com

2. Order Cancellation

You can cancel your order before we open your blind box(If the customer doesn't request to keep the bag unopened, we will open it by default.). However, if the blindbox or bag has been opened, affects resaleability, or the order has been shipped (as indicated by an email containing a tracking number), cancellations cannot be processed.
For any questions or to initiate a refund, exchange, or return, please contact us in the email: toywizardctu@outlook.com

 

3. Address Issues

Address modification requests can be made within 24 hours of placing an order. Requests beyond this time frame are not covered under after-sales service. We can not process after-sales requests if delivery fails due to incorrect or incomplete address information.

4. Defective Products

If quality issues or defects are found during the live unboxing of your blind box, we will assist in coordinating after-sales service with the brand or manufacturer, though not all manufactuer products support such services, and we are not responsible for any refund or exchange in this situation. If you choose to have your package sent sealed, we will not provide after-sales service as well. Thank you for understanding!

Requests must be made within 3 days of the delivery status showing as “Delivered.” Late requests will not be accepted.
Please contact us via email and provide the following information:

• Order number and screenshots
• Product name for return or exchange
• Full unboxing video(from outside of package, unboxing the package, show all the products one by one)
• Photos showing the defective item
• Proof of purchase or invoice

5. Logistics

1) Recipient-related Delivery Issues 

If delivery fails due to reasons such as incorrect address, inability to contact the recipient, or refusal to accept the package, we will proceed as follows:

a. Re-delivery Requests 

• You must provide a complete and correct address before the deadline indicated in our email. We will arrange for a re-delivery.

• If no updated address is provided by the deadline, the package will be shipped to the original address. In this case, issues such as loss, damage, or delays will not be eligible for after-sales service.
• Packages unclaimed beyond the deadline will be automatically destroyed by the logistics provider. We cannot process after-sales requests for such cases.

b. When Re-delivery is Not an Option 

• After-sales services cannot be processed. We appreciate your understanding.

2) Third-party Logistics Delays 

Uncontrollable factors may cause delays. The estimated delivery time (10–15 business days) is for reference only. We cannot guarantee 100% on-time delivery and will not compensate for any losses, responsibilities, or costs arising from delays. However, we will work with logistics partners to ensure prompt delivery.

6. Terms and Conditions

1. For returns or exchanges requested due to customer reasons (not Toywizard’s fault or product defects): 

• All shipping costs will be borne by the customer.
• Shipping fees for fulfilled orders are non-refundable. Refunds will be processed within 2 business days after confirming the product is in resaleable condition.

2. If the product has a significant defect caused by us, we will bear the shipping cost for replacement.

3. If only the packaging is damaged but the product is intact, after-sales service is not provided. 

4. For duplicate items(situations that should not occur in a set)(e.g., blind boxes), please contact us and we will attempt to contact the manufacturer to negotiate for a replacement, though not all manufactuer products support such services, and we are not responsible for any refund or exchange in this situation.

5. For all cases, brands and manufacturers require a complete unboxing video as proof for after-sales claims. Please ensure you provide this evidence.

6. Return shipping costs for customer-initiated returns must be covered by the customer. Previously charged shipping fees are non-refundable.

7. Retain original packaging after receiving the product. The packaging will be used to verify authenticity for after-sales service. Without it, claims cannot be processed

8. After-sales service is not provided for undelivered packages or customs detentions caused by incorrect personal information (e.g., name errors).

7. Exceptions

1. For orders marked as “Delivered” with the tracking number provided, we cannot provide refunds for claims of non-receipt. Please contact the delivery person or shipping company on your own to retrieve the package. Please contact the delivery person or logistics company on your own to retrieve the package. If you need our assistance, please contact us via email: toywizardctu@outlook.com

2. Opened blind boxes or other items affecting resaleability are not eligible for return or refund. If there is a significant defect, we will attempt to contact the manufacturer to negotiate for a replacement, but we cannot guarantee success.

3. If an issue is found, do not open the blind box. Contact us first to resolve the issue. Opened blind boxes are excluded from compensation.

4. After-sales requests must be made within 3 days of delivery status being “Delivered.” Late requests will not be accepted.

5. While we inspect all products and packaging before shipment, packaging damage may still occur due to customs inspections. In such cases, we will not accept return or refund requests.