Frequently Asked Questions
Hopefully you can find what you need below.
If not, then please Get in touch.
Shipping and Delivery
How long does it take to ship my order?
We ship all orders within 24-36 hours. You will receive a shipping confirmation email with delivery details.
How do I track my shipment?
You will receive the email with tracking number and future updates from FedEx/ DHL Express.
How long will my order take to arrive?
Orders typically arrive in 3-7 business days. We dispatch all orders on the same day or on the next business day, even your order should be personalized.
If I order multiple items, will they ship at the same time?
We can't guarantee that all items in your order will ship at the same time. We always dispatch the orders on the next business day, if even your order was personalized. We'll get your entire order out as quickly as possible, and you'll receive a shipping confirmation email with a tracking link as soon as each item leaves our warehouse.
Order Change & Cancellation
How do I change or cancel my order?
Please contact us at hello@toybox.shop as soon as possible - ideally within 2 hours of placing your order or before your order has been shipped and a tracking number has been issued.
Once your order has been dispatched, we’re unable to make any changes or cancellations, but you can still follow our Returns & Refunds Policy after delivery.
Can I change the shipping address after it has been placed?
Once an order is placed, everything else moves quickly. Send us a note at hello@toybox.shop — we’ll do our best to catch your package before it hits the road!
Lost, Stolen, Damaged
I received a defective item. What can be done about this?
Please contact us at hello@toybox.shop and include your order number. To help us resolve the issue quickly, we may request photos (or a short video) of the defect and the outer packaging.
My order arrived, but it’s damaged
Please contact us at hello@toybox.shop and include your order number. If the parcel shows external damage or the items inside are broken, please keep all packaging and send us photos of the damaged parts.
My package says it was delivered, but it’s not here!
Firstly, check with neighbours or your building management. If still missing after 24 hours, contact us and we’ll open an investigation with the courier. We’ll monitor the tracking status and assist you step-by-step to resolve the issue.