If, for any reason, you are not satisfied with your purchase, you may return most items sold by Tosy.com within 30 days of delivery for a replacement or a refund. Items that are not permitted to be replaced or returned are described below under “Ineligible Returns/Replacements.”
We cannot accept for return or replacement any item that has been opened, unless it arrived damaged. If an item was sold as a set, individual elements of that set cannot be returned for a refund. (Please return the entire set if you are requesting an eligible refund or replacement).
If you received an item that was defective, please email customer service at firstname.lastname@example.org or chat with our online representatives.
Requesting a Return Merchandise Authorization
If you do need to return an item to us and the item is eligible for return, please email us at email@example.com to obtain a return merchandise authorization number and receive further instructions. Please note that we cannot accept any returns without a Return Merchandise Authorization. All unauthorized returns will be returned to sender.
Requesting a Replacement
During the Return Merchandise Authorization, you can request a replacement for the same item if it arrives damaged. At this time, exchanges for different items are not possible, but you are welcome to place a new order on our website at Tosy.com
Requesting a Refund
If a refund is issued, the purchase price of the item plus applicable sales tax will be credited. All eligible refunds are made to the original form of payment. We cannot issue a refund to gift recipients; however, you may request a replacement if the item is damaged.
Processing Your Return
Please allow 21 days to process your return. You will receive notification via e-mail confirming that your return has been received and processed. If, after 21 days, you still have not received e-mail or written confirmation that your return has been processed, please contact our Customer Service Center via email at firstname.lastname@example.org or livechat. Please allow up to two billing cycles for any eligible refund to appear on your credit card statement.
When packages are returned to us as undeliverable, we will attempt to contact you via phone or e-mail in order to obtain a different shipping address to re-ship the order. If you are concerned that there may be an issue with delivery of your order, please email our Customer Service Center at email@example.com.
Canceling or Changing an Order
Once an order has been submitted, you must contact our Customer Service Center at firstname.lastname@example.org or chat with our online representatives to attempt to cancel or change it. We will do our best to support you; but we are unable to honor customer requests to cancel or change orders that have already entered the shipping process with the exception of remaining items in a partially shipped order.
Contacting Our Customer Service Center
By e-mail: email@example.com
Via livechat on Tosy.com (9 AM - 6 PM EST, Monday - Friday)