Thank you for choosing our toys! To ensure a smooth shopping experience, please read our Shipping and Return/Refund Policy below. By reading this information carefully, you can better understand our policies and procedures before making a purchase.
1. Shipping Policy
Shipping Coverage: We currently offer domestic shipping services. Specific shipping areas and services will be confirmed based on your shipping address. For some remote areas, additional shipping time or fees may apply.
Shipping Time: The processing time for orders is 1-2 business days. Depending on the chosen shipping method and destination, delivery time may vary. Typically, orders will be delivered within 3-4 business days. Please note that holidays, promotional seasons, or unforeseen circumstances may lead to delays, and we kindly ask for your understanding.
Shipping Fees: Shipping fees will be charged based on your delivery address and the weight of the order. The exact shipping cost will be displayed during checkout.
2. Return and Refund Policy
We are committed to ensuring that you are satisfied with your purchase. If you need to return or request a refund, please refer to the following policy and steps:
Return Conditions:
The product must be unused, unopened, and in its original packaging (including all accessories, tags, manuals, etc.).
Return requests must be made within 7 days of receiving the product.
If the product has quality issues or if there was an error in delivery, you may request a return or exchange within 15 days of receiving the product.
Return Process:
Please contact our customer service through our support channels, providing your order number, product information, and the reason for return.
Our customer service will verify your return request and provide the return address and relevant instructions.
Please carefully package the product according to our guidelines to prevent any damage during the return process.
Once we receive the returned product and confirm that it meets the return conditions, we will process your refund or exchange request.
Refund Method: Refunds will be issued to the original payment account or payment method (such as credit card, etc.). Typically, refunds will be processed within 7-10 business days after we receive the returned product. The refund time may vary depending on the processing time of different payment platforms or banks.
Refund Amount:
If the return meets our return conditions, we will refund the full purchase price of the product.
Return Shipping Fees: If the return is due to product quality issues or our mistake, we will cover the return shipping fees. If the return is for personal reasons or other non-quality-related issues, you will be responsible for the return shipping fees.
Non-Returnable Items:
Used or damaged products (unless there are quality issues)
Discounted, promotional, or limited-time offer products (specific conditions apply based on the product details)
3. Exchange Policy
If you receive a product and find it unsuitable or wish to exchange it for a different size, color, etc., you may request an exchange. The exchange conditions are the same as the return policy: the product must be unused, unopened, and the request must be made within 7 days of receiving the product.
Exchange Process: Please contact customer service and provide your order number and the item you wish to exchange. We will provide you with exchange instructions and return address. Once we receive the returned product and confirm that it meets the exchange conditions, we will process the exchange and send the new product.
4. Special Notes
Product Quality Issues: If you receive a product with quality issues (such as damage, stains, missing parts, etc.), please contact our customer service team as soon as possible. We will assist you with the return or exchange process and cover any related fees.
Shipping Delays: If shipping delays occur due to weather, holidays, or other unforeseen factors, we will do our best to notify you and provide alternative solutions.
5. Contact Us
If you have any questions or need further assistance, please feel free to contact our customer service team:
Email: support@softytoys.com.
We are committed to resolving any issues and ensuring that your shopping experience is pleasant and seamless. Thank you for your trust and support!