Return to Help Index
|How do I create an account?|
|1) Click the "My Account / Order Status" link at the top right side of our site.
2) Enter your email address.
3) Select "I am a new customer".
|How do I edit my account information?|
|Click the "My Account / Order Status" link at the top right hand side of our site to edit your account information.|
|How much is my shipping?|
|Shipping is automatically calculated prior to submitting your payment information. Simply add items to your cart and proceed to the Checkout page where you will be offered Shipping Method choices and their prices.|
|I forgot my password.|
|Click the "My Account / Order Status" link at the top right hand side of our site. Under the login box you'll see a link that says "Forgot your password? Click here". That link will send an email to you with your password.|
|How do I return my product?|
|Please click here for more information on returning an item.|
|I received the wrong product.|
|If you feel that you have received the wrong product, please contact customer service within 72 hours of receiving the product.|
|What is your return policy?|
Festive, Fair, and Fun! We maintain and adhere to a strict return policy to help keep our prices low. Virginia Toy and Novelty Company does not sell merchandise on approval. In the rare case that you find more than 5% defective on one product, call the office within 15 calendar days from the shipping date and at our discretion, will replace, repair or issue a credit-for any items found to be defective at a rate over 5% on an item by item basis. This will not include damaged products due to misuse or negligence. Although shipping may be included in the transaction price, we will deduct the actual shipping cost from any adjustment. Items in stock will ship during normal business hours. Items that are on back order or special ordered, will ship as they become available. Closeout, sale prices (any sale price by any name), custom made, special order, opportunity buy and advance/pre-orer items are excluded and no returns are allowed.
Virginia Toy and Novelty Company cannot be responsible for breakage, damage, or loss of merchandise while in transit. Damaged shipments should be reported to the carrier immediately. We can assist you in contacting the carrier to make an inspection and file a claim with them. The original cartons must be saved for a carrier inspection. Damage claims must be reported within 3 business days of receipt of shipment.
We double inspect all shipments leaving the warehouse. If your order is inaccurate, please call for assistance. All claims for shortages must be made within 10 calendar days of receipt of product. There is no returns accepted for item damage in transit or products that are damaged due to misuse, shipping, or negligence. Refunds will not include shipping costs and/or service charges. Any shipment coming back to the VTN warehouse must have prior authorization and include the Return Authorization number written on each package; otherwise it may not be located in our warehouse or be refused.
Orders accepted back to the warehouse will incur a 25% restocking fee. Merchandise returned must be freight prepaid and original and actual shipping and handling cost will not be credited even though it may be included in the cost of the merchandise and noted as “free shipping” on some promotions and advertisements. Credit will not be issued for items in unsalable condition or if not in the original boxes or units (Piece, unit, etc.) as sold and shipped to you.
Candy, glow, closeout, special orders,custom made, advance/pre-order, sale items (any sale), seasonal items, opportunity buy and other products where indicated on their product page are never returnable. Additional details are available on our website: www.VirginiaToy.com. Thank you for your business. Have fun!
|When will my order ship?|
|Please see each individual item page for more information on the availability of each item. Also, after placing your order, you may click the "My Account / Order Status" link at the top right hand side of our site to track the status of your order. You will receive a shipment confirmation when your order has shipped and tracking information within 24-48 hours of shipment.|