FAQ

Frequently Asked Questions: FAQ

1. Who are our customers? Toy Wonders is a Business to Business B2B operation. We supply wholesale distributors, retail stores, and non-profit organizations whose intention is to re-sell and/or distribute Toy Wonders' products and/or services. A valid Federal Tax ID Number or State Resales certificate number is required for US based customers.
   
   
2. What is your minimum order? $200.00 of products and/or services. Please note that the cost of shipping is NOT included in the $200.00 minimum. Freight charges will be added to the invoice based on UPS published rates.
   
   
3. How do I place an order? By phone, fax, e-mail, or by using this web site. Note that only registered and approved customers can place orders. You can also visit our showroom and place an order in person.
   
   
4. Can I order and pick-up at your location?  Yes.
    
5. What are your hours of operation?  We are open Monday through Friday 9:00 am to 5:30 pm EST.
    
6. How can I pay for my order?  Visa, Master card, Discover, American Express, debit cards, money orders, official bank checks, and wire transfers. Foreign orders must be pre-paid in advance via bank check, cashier check or wire transfer (no credit cards).In the event that your credit card is declined, your order will not be processed. Toy Wonders will make every effort to contact you via email, but because of the large daily volume of orders to process, we cannot guarantee that we can get back to you immediately. Online orders will receive a email confirmation with the UPS tracking number once your order is shipped. In the event that you do not receive a confirmation, please contact our office.
    
7. How long will it take to receive my order?  To get an estimate of your shipping time, ADD our processing time and the UPS transit time together. This is only an estimate and not a guarantee.
   
   Processing time: Orders submitted before 12:00 pm EST are shipped out within 48 hours via UPS.
   
   Transit time: Please consult this map to see the estimated UPS ground transit time. Please note that orders to Hawaii or Puerto Rico are shipped via UPS Next Day or UPS 2nd Day only.
   
   
   
    
8. Can I backorder items that are not in stock?  No.
   
9. Can I order goods and have them shipped to me at a future date?  No.
   
10. Can I have my order shipped freight collect or 3rd party billing. Freight collect orders via LTL carrier are welcomed. If you have a valid UPS shipper number and a domestic US address, we can ship freight collect. UPS 3rd party billing is done on a case by case basis. UPS collect and 3rd party billing are only for domestic US companies. Freight collect or 3rd party billing by any other carrier is not offered at this time.
    
    
11. What about defective toys?  Toy Wonders guarantees that all the toys we distribute will be free of manufacturer defects. Claims for defective merchandise must be made within 5 days of receipt of goods. Please contact our office during business hours for a Return Authorization Number (RMA).
    
    
12. What is your return policy?  All our products are sold outright. We do not provide sales on a guaranteed sales basis; however, if the merchandise has manufacturer defects, please contact our office within 5 days of receipt of goods for a Return Authorization number. When the goods are received into our warehouse and inspected, a credit will be issued to either your credit card or your account. If you are unable to use the on account balance, we can send you a check for the credited amount.
    
    
13. Can you drop ship?  Toy Wonders can drop ship orders; however we have a $200.00 minimum order per location. For a nominal fee, we can apply your packing lists and special labels on the boxes. All orders are subject to approval from the home office.
    
    
14. How can I see your newest items?  New items arrive almost every week. We update our web site every business day; so our web site will always have more up-to-date information than any printed media that we distribute. Existing customers who have logged into their account can click on the new arrivals button to see what has recently arrived.
    
    
15. After spending much time reviewing items on your web site and placing them into my shopping cart, I suddenly find that I have been logged off and the items in my cart are gone. What happened?!?  We apologize for this inconvenience. For security and performance reasons, after 20 minutes of inactivity, you will automatically be logged off. If you are in an environment where you are frequently interrupted, we recommend that you do one of two things. 1) Jot the item numbers down until or 2) Use our Wish List feature. Once you have finalized all the items that you want to order, then with one click you can move them all to your cart.
    
    
16. Do you offer customization of your products?  Toy Wonders offers custom imprinting services on products we market. For cost, details and minimums click on the custom imprinting.
    
    
17. Do you have printed catalogs for your products?  Yes. However, please keep in mind that new items arrive frequently and limited production run items seldom enter our printed catalogs. Our web site will always be more accurate than an printed media that we distribute. If you know you would still benefit from a printed catalog click on about us for details.
    
    
18. What about freight charges to non US addresses?  Freight charges within the US are already high. Freight charges to locations outside the US are even higher. For non US customers, we do offer to ship the goods via the postal service. To receive a quotation, please do the following:
    
    1. Select item you wish to receive and place them in your cart.
    2. Check out (we cannot provide a quotation unless we know what is to be shipped)
    3. Select PREPAID for the payment type
    4. Select PICK UP at Toy Wonders for the Shipping service type.
    
    We will then provide you a quotation. The quotation will include a shipping and handling fee. Word of warning: Packages ship through the post office offer no package tracking. In the event that the package is not delivered within their estimated time, our local post office's reply is that it is no longer in their possession and they are unable to give us any information on the package(s) whereabouts.  Claims for lost or damaged packages take not weeks, but several months to resolve.  In the event you receive a damaged package via the postal service, you must immediately place a claim on your end and forward us the claim number and information so that we can place the same claim on our end.  For our experience, we have found the postal service in the US to be reliable. However, if you know that your postal service in your country is not reliable, then obviously do not use this method of shipping. Any taxes, duties, or fees your country imposes are your responsibility. Any special packaging requirements that your country might have, please bring it to our attention.