Due to the ongoing coronavirus pandemic, sometimes shipments do get delayed and that is beyond our control. Late deliveries are not our responsibility. You would need to contact Fedex, UPS, or the LTL carrier for any delays in the delivery of your order. We do not ship to Puerto Rico, Mexico, Alaska, Hawaii or Canada. Unfortunately we do not offer overnight shipping
We ship all orders with signature required to ensure the order is received by you or a designated person at the shipping address. These are not cheap items and therefore should not be left at the door. Please track your order and make proper arrangements if someone is not normally home. You can also schedule deliveries with the carrier or schedule a pickup at one of their convenient locations
Peak holiday shipping: During the peak shipping season(holiday time), our shipping carriers such as Fedex and UPS add a Peak Holiday Surcharge to all shipments. Our prices reflect the shipping carriers’ price change during this time. The peak holiday surcharge is normally added from Nov 5th to mid January
Shipping Insurance: We recommend using Route shipping insurance when placing your order. Route offers insurance for lost, damaged, and even stolen packages. It is available in our online store and can be added to your order at check out. It costs 2.5% of the total order. So if you ordered something for $100 it would cost $2.50 to insure it
Lets say you placed an order for a toy car, bought the route shipping insurance and unfortunately it was lost during shipping. Once you are notified it is lost, all you have to do is file a claim with route. The claim process takes only a few minutes and asks a few simple questions. The claims are processed within 48 hours normally and you will have the option to get a full refund or get another unit shipped out instead.
If your item does arrive damaged please do not refuse the shipment or return to shipper. We will not be able to replace the product if the item is refused. If it is refused, we will refund the order after it is delivered to our warehouse. Shipping costs may be deducted from your refund.
Be sure to contact us as soon as possible if you receive a damaged order. We will need photos and a brief statement of what happened. You must keep the original packaging and all parts(if any). Do not assemble the product until the damage is assessed otherwise it will be considered user damage. We aim to get you a replacement as fast as possible
If you purchased Route shipping insurance, we will assist you in filing a Route claim and track it for you.
Our toys are not your normal toys and are pretty big and heavy. Very minor marks or scratches are normal due to the shipping process. Breaks or cracks are not normal and must be reported immediately or will be assumed as user damage