For customer service, order status, or product inquiries, please e-mail help@toychute.com.

Please click on a help topic:

Availability

We try to keep adequate stock of every item listed on our website.  Once an item sells out we try to remove it from our website as quickly as possible.  It is still possible though, that on a rare occasion an item may still be listed as in stock for a short period after it has sold out.  If that is the case on your order, we will try to notify you as soon as possible.  We ship from multiple warehouses throughout the country to provide you with the best prices and services.  Not all merchandise is available in all warehouses.  We usually ship in-stock orders within 24-72 hours from receipt.     Delivery time may vary based on the warehouse we ship it from, your destination address and the shipping method.  Ground shipping can take anywhere from 5 to 14 days. During the December season, we place a holiday shipping calendar on our site that will provide you with a more accurate shipping estimate. Back to top

Payment Methods

Toychute accepts Visa, MasterCard, American Express and Discover Card. 

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Pricing

Bulk Discounts

We have the ability to offer you a discount if you are buying in bulk.  To request a bulk discount please email us at: help@toychute.com

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Price Matching

Toychute works very hard to bring you low prices.  However, we do not have a price-matching policy at this time.

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Shipping Rates

Shipping rates are based on item weights and based on the shipping location.  To obtain a shipping quote, simply place the item(s) you are requesting a quote on in your shopping cart.  Then proceed to checkout.  After you enter your shipping information you will see the total shipping charges.  You are only asked to enter your billing information after an order total is provided to you. Please make sure the address you enter is correct. Entering an incorrect address will result in a $15 penalty plus the difference in shipping costs.

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Sales Tax

Any orders being shipped to NY is subject to the applicable tax rates.

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Canceling an Order

We encourage you to review your order carefully before submitting.  If after you place an order you decide to cancel it, then please email help@toychute.com right away to inform us.  Your order can not be canceled once the status changes from "Open". Orders that are "In Process" or "Shipped" can not be cancelled under normal circumstances.  If you would like to cancel an In Process order (or a recently Shipped order - before the carrier picked it up) then please email us right away.  Sometimes (not always), depending on the warehouse shipped from, if the carrier did not pick up the order yet we may be able to manually look for your order among all outgoing shipments to pull it.  Please note that this is a timely process.  A cancellation processing and restocking fee of up to the greater of 10% or $3 will be charged to all cancellations of orders "In Process" or marked as "Shipped".  We will send you an email confirming that your order has been cancelled.  Your order is not cancelled until you receive that confirmation from us.  If you do not receive that confirmation within 24 hours, then we probably did not receive your email so please follow up with a second email request.  If we are unable to cancel your order then you will need to follow the guidelines of our return policy to return the merchandise.  Please don't refuse the shipment because that may result in your order getting lost, and may cause problems in issuing you a refund.

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Refusing a Shipment

If for any reason you decide you would like to cancel your order before you receive it, then DO NOT REFUSE THE SHIPMENT.  You MUST accept the delivery in order for us to accept a return unless we notify you otherwise.  In many cases, returns are sent to a different address than the return address on the original shipping label.  You must email help@toychute.com if you would like to return merchandise, even if you have not yet received the merchandise.  If you refuse the package then there is no guarantee that we will receive it, and if our Returns Dept. doesn't receive the return then no credit will be issued to you and you will not be able to dispute the charges with your credit card company.  We ask you to please follow these guidelines to make the process easier for you and for us.

Disputing a charge

There may be instances where you decide to dispute a charge with your credit card company instead of contacting us to cancel, return, or wait for an item. Please note that Toychute highly recommends contacting customer support at help@toychute.com before contacting your credit card company.  In almost all cases we will help resolve your issue without the need for you to contact your credit card company.  You will also receive your refund quicker if you contact us first.

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Return Policy

In order to return merchandise, you must email help@toychute.com.  You must include the following information in the email:

  1. Order number
  2. Item you want to return (item name and model #)
  3. Reason for return
  4. Would you prefer a refund or exchange? 
  5. Has the merchandise been opened?  Has the merchandise been used?  Please describe the status of the merchandise.

A customer service representative will review your case and respond to your email with further instructions regarding your return.  If your request is approved, you will be sent an RMA# and an address to ship back the merchandise.  The address may be different than the address on the original shipping label.  You must ship the merchandise back within 5 days of issuance of the RMA#.  Please ship the merchandise through a traceable means so you can confirm that we have received the return.  Also, please include the RMA# on the box. 

Please note some of the following rules regarding returns

  1. Toychute can only accept returns on new, unused and sealed merchandise.
  2. If the merchandise is defective or not working then Toychute will either forward your claim to the manufacturer to help fix or replace the broken product, or work with you to exchange the merchandise for another one.
  3. Customer is responsible for all shipping fees. No shipping fees will be refunded (that means originally shipping it to you and you shipping it back to us).
  4. If the actual shipping costs are higher than the shipping rate we charged you, or if you received free shipping on your order, then the actual shipping charges will be deducted from the refund amount (meaning you are responsible for the actual shipping cost).
  5. All returns are subject to the greater of a $5 or 20% restocking fee.  This fee is due to the fact that returns are costly to us (labor cost to initially ship order, labor cost to restock item in the warehouse and adjust inventory, labor cost for billing and refunds, and cost of corrugated boxes).
  6. Returns can only be requested within 14 days of receipt of your order.  No returns after 14 days.
  7. Toychute reserves the right to refuse any return request at our discretion for any reason including open or used merchandise, customer neglect, etc.
  8. Video game consoles, accessories and software can not be returned. For any problems with that merchandise please contact the manufacturer directly.
  9. Electronic items, ride-ons, furniture and kitchen sets can not be returned for any reasons. For any problems with that merchandise please contact the manufacturer directly.
  10. Items that are are hot, in demand, and being sold for above the normal retail price can not be returned.  The items are being sold above normal retail because the demand is high, the supply is low, and we are unable to purchase them directly from the manufacturer due to stock issues so we buy them from a middleman or distributor who usually sells them for an inflated price.  Due to the sensitivity to pricing and timiing no such items may be returned.
  11. Toychute reserves the right to issue refunds as store credit instead of refund to credit card.
  12. Returns sent without an authorization will either be refused or subject to a 50% restocking fee.

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Shipping

Orders are shipped via the shipping carrier of our choice (usually UPS, FedEx, DHL and USPS).  Most orders can not be shipped to PO Boxes or APO/FPO so we ask you to please provide us with a physical address.  Different shipping options are available on the checkout screen such as Standard Ground Delivery, 3-5 Day, 2nd Day Air, or Next Day Air.  Shipping charges will be shown to you at checkout after you enter your shipping address but before you enter any of your billing information.  You can always check the status of your order by logging in to your account.  Depending on which warehouse your order ships from, we may e-mail you with a tracking number and shipment confirmation.    Please note that not all USPS are always traceable online via the confirmation number. For some USPS shipments, the "tracking" number is more of a confirmation number than a tracking number, and they do not provide the ability to track the current status of each shipment. So you should wait 5-9 days from the date the USPS tracking number was sent to you.

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Privacy and Security

Toychute.com uses 128-bit SSL encryption to securely capture your credit card information.  SSL is the industry standard encryption technology to securely transmit private data.

Toychute and its affiliates may periodically send email blasts promoting certain products or alerting of current sales. Unsubscription links will be posted in those emails.

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