Frequently Asked Questions: FAQ
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?!?
- 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.
- Why is your phone number not on your web site?
Due to the very large call volume from people out of our trade and also due to our desire in answering our customer's phone calls with a real person, we have found it necessary to remove our phone number off our site. If you are an end consumer looking for one particular car or product, please continue your search by finding a retail site; We recommend entering the item # plus the keyword(s) into Google, Yahoo, or your favorite search engine. If you are an end consumer looking for us to build you a particular model car, set-ups, licensing, and new tooling costs generally exceed US$50,000.00, so it is not cost effective to make just a couple dozen of your dream car. For qualified customers, please register and we will provide our contact information to you.
- 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 are based on UPS and FedEx published rates. A $200 minimum order applies to re-orders too.
- How do I place an order?
By phone, fax, e-mail, or online 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. For all orders placed on our web site, please realize that Toy Wonders will only hold an online order in our system for five (5) working days. If you need to arrange payment, arrange for a shipping forwarder, or investigate any other matters, please do so within five working days.
- Can I order and pick-up at your location? Yes.
- What are your hours of operation?
We are open Monday through Friday 9:00 am to 5:30 pm EST.
- How can I pay for my order?
Visa, Mastercard, Discover, American Express, debit cards, money orders, official bank checks, wire transfers, and Pay Pal. Foreign orders must be pre-paid in advance via bank check, cashier check or wire transfer, or by Pay Pal (sorry 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 sometimes cannot guarantee that we can get back to you immediately. If you do not see a shipping confirmation within 48 hours of placing your order, please contact our office.
- 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 click on the icon below to see the estimated UPS ground transit time.
- Can I order items that are marked 'Out of Stock'?
No. Toy Wonders does neither takes backorders or pre-orders for product(s). The diecast collector model car industry is characterized by frequent production/transit delays, short shipments, color changes, and sudden price increases. Because of our desire to live our lives more peacefully and angering customers, Toy Wonders does NOT take pre-orders or backorders.
- How do I find out what the freight charges will be?
We often get inquiries from people who want to know what the freight charge will be, without them telling us what they want to order. Please understand, in order for us to quote freight we need to know what specific items and the quantities you would like to order. We will NOT be able to quote freight unless you submit a tentative online order. All shipping carriers use a combination of weight, number of packages, box dimensions, and destination in determining freight charges.
To find out what the freight charges will be for a given order, please login to your account, place the desired items in your shopping cart and either click on the ESTIMATE SHIPPING CHARGES link or proceed with the check out process. Note that you must be a registered and approved customers in order to place items in your cart. Before you get to the screen that asks you for payment information, you will be able to obtain a freight quotation for the products in your cart. If the freight charges are agreeable, you can then complete the check out process.
- 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 (RA).
- 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.
- Can you drop ship?
At this time we do NOT offer drop shipping services. So, our type of operation is NOT suited for resellers that do not hold any inventory.
- 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.Toy Wonders also publishes a weekly new arrivals letter. You can subscribe to this (and unsubscribe at any time) by logging into our account, clicking on Modify Personal Information, and check the box that says "Keep me Informed on new products and offerings".
We apologize for this inconvenience. For security and performance reasons, after 20 minutes of inactivity, you will automatically be logged off your account; consequently, anything that was in your cart will be lost. If you are in an environment where you are frequently interrupted, we recommend that you use our WISH LIST feature. In the event you get logged off, you can log back in and pull up your WISH LIST. Once you have finalized all the items that you want to order, then with one click you can move them all to your cart.
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.
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.
What about freight charges to non US addresses?
Our only system will quote shipping rates by shipping carriers that we use that service your country. To see what the freight charges would be, please place items in your shopping cart and check out. When you get to the freight quotation screen, select the carrier that you prefer. We have found the US postal service to be reliable on our end, but you must make the determination if your country's postal service is reliable enough for them to deliver you packages. 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.
A word of warning about using the postal service. Although this is sometimes the most cost effective means of moving packages to your country, 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.
What are the new rules in regards to lead paint and phthalates?
In 2008, our government through the passage of the Consumer Product Safety Improvement Act (CPSIA), increased safety standards for a vast array of children's products that include: toys, books, child care articles, and clothing. The established new lead content limits are: 600 ppm limit (by 02/10/2009), 300 ppm limit (by 08/14/2009), and 100 ppm limit (if technologically feasible, by 08/14/2011).
Subsection 108(a) of CPSIA prohibits the manufacture, import, distribution, or sale of children’s toys or child care articles containing more than 0.1% of benzyl butyl phthalate (BBP), dibutyl phthalate (DBP), or di-(2-ethylhexyl) phthalate (DEHP), beginning February 10, 2009. Phthalates are esters and are mainly used in plastic to increase their flexibility; They are chiefly used to soften polyvinyl chloride (widely known as PVC). Phthalates are being phased out of many products in the United States and European Union over health concerns.
What steps has Toy Wonders taken to meet the new safety standards?
For years now, and not just since the passage of CPSIA, Toy Wonders has taken reasonable steps and precautions to better ensure that the products we market are safe and meet/exceed government safety standards. In recent years, scientist have been able to improve X-ray fluorescence (XRF) technology by miniaturizing it and making it into a hand held unit. The combination of portability and the ability to get an instant reading (instead of waiting for day or weeks for lab results) makes this a very practical tool in examining products throughout its different phases in the manufacturing process. This new technology has greatly improved the ability of quality control inspectors to detect lead in raw materials as well as finished goods.
In the past, XRF detectors were the size of small cars, were very expensive, required a technician to operate, and very few manufacturers could afford to have one on site. The portability and the ability to get immediate results, helps us better screen out lead found raw materials -before it enters into the manufacturing process. But as neat as this technology is, it is NOT a substitute for actual testing.
Toy Wonders has mandates that its manufacturers test their products at an approved independent testing laboratory. In some specific instances, we will also mandate that certain manufacturers purchase their paints from reputable paint manufacturers whom are able to provide us certification that their paints are toy grade -an industry term for meeting ASTM F963 (for our US customers) and EN71 (for our European customers).
In order for us to gain confidence that the manufacturers' test reports are accurate, we have taken an additional step by spot checking them; We do this by submitting samples to a different independent testing laboratory and obtaining our own test reports. (e.g. sample-test-report-1, sample-test-report-2).
Although in the past few years the media has seemed to be overly focused on the dangers of lead, there are many other safety issues to look into. For over two decades now, the US government has established safety standards for a host of other dangerous elements too (i.e. Arsenic, Barium, Mercury, Selenium, and more). Not to play down the dangers of lead, but our media often fails to bring to light that most heavy metals usually enter the bloodstream via inhalation or ingestion -rather than through touch.
Although each year we seem to establish more and more laws that better protect our children and us from harm, there are no set of laws that can substitute adult supervision. Infants and toddlers, who are still at the stage of placing objects in their month, are far more likely to suffer injury from small parts that can potentially break off toys, or be present as a component of that toy (magnets or small balls) and thus present a choking or digestive hazard. Please note that the toys Toy Wonders markets are designed for children ages 3 and up. For the handful of toys that we sell meant for babies and toddlers, we specifically will list their age recommendation in the product's description.
Where can I learn more about the details of the new safety laws, how to comply with them, product recalls and other safety matters?
The new safety laws under the CPSIA are sweepingly broad in terms of what items are affected and who are affected. The Consumer Product Safety Commission (CPSC) has produced some excellent documents to help us get a handle on this sweeping reform. Even as a distributor focused on marketing a few specific types of product, we've found the Consumer Product Safety Commissions (CPSC) web site one of the best resources -when it comes to matters on safety. Here are some links that I believe will answer over 95% of the common questions people have:
CPSC's general web site
Guidance on CPSIA for Small Businesses, Resellers, Crafters and Charities
Answer to question on Phthalates
Product Recall Information (updated regularly)
*Color info is deemed accurate by not guaranteed.