Customer Service

Placing An Order

Shipping

Returns

Security

Privacy

Contact Us

Placing An Order

Placing an order couldn't be simpler. You can either browse or search for the product you are looking for. On the product page you can click the "add to cart" button to add an item to your shopping cart. Once you have added the items to the shopping cart just click checkout. At this point you will be asked to log into your account or set up a new account. Once your account is set up just select your shipping method and payment method and your done. It's that simple!

Shipping

The turnaround time on your order will vary depending on your location. Most orders have a turnaround time ranging from 3 to 7 days provided the item is in stock. All our orders are shipped from our headquarters based in Ontario.

Returns

Unopened:
Because we cannot accept the return of open product's, before opening each product please check its packaging and label carefully to be sure you received the correct product and version. If the product is still in it's original packaging and seal is still intact, you may return the product to us within 30 days from purchase for an refund (excluding shipping and handling charges), subject to a 15% restocking fee. Return shipping to us is at your own expense.

Defective:
If your product is not functioning properly, please fill out our online return authorization as soon as possible (but not later than 30 days from purchase). We will replace the defective product with same item, subject to in-stock availability. Replacement items ship the same day the defective item is received and inspected by our Returns Department.

Return Authorizations:
All products returned to us must be accompanied by a valid Return Authorization (RA) number issued by us within 30 days of your original invoice date. All returned products must be 100% complete in original packaging. A valid RA number must be written clearly and conspicuously on the outside of the packaging. Incomplete or unauthorized returns will be refused.

To request a return authorization please log into the my accounts section of the website and fill out our online returns form.

Security

At toysfromheaven.ca customer security is our first priority. Our website security is based on the SSL (Secure Socket Layer) encryption standard provided by GeoTrust. Provided you are using an SSL-compliant browser such as Netscape's Navigator or Microsoft's Internet Explorer, you'll be able to conduct end-to-end encrypted transactions without fear of an intermediary obtaining your credit card information. For more information on how SSL works please visit GeoTrust's website.

For added security we do not keep any credit card information in our databases. This means only the bank will have your credit card information.

Privacy Policy

IP address:
When you visit our Web site, our server automatically recognizes your Internet Protocol address (IP address) or domain name. In order to enhance our Web site, we may track the way our visitors and customers are using the site. Personal information, such as your name and E-mail address, is not included in this analysis. Unless you provide it, we do not collect or know your name or E-mail address. We do not follow your browsing path outside of toysfromheaven.ca.

Cookies:
In addition, like most other e-commerce Web sites, our site uses "cookies" to keep track of your stay at our Web site. The text in a cookie, by itself, only tells us that you have visited our site before. A cookie generated by our site contains no information about you and does not gather information from your computer about you. It contains only an alphanumeric ID that allows us to identify you when you return. In this way, the cookie lets you check-out of our site in one less step.

Personal Information:
When you place an order we ask you to provide information including your name, postal address, E-mail address and, in the case of product orders, credit card number. Except to verify credit card information to complete your order, we do not use or release any credit card or financial information for any purpose. As well we do not sell, trade or release to anyone information about you or your account. In some instances of fraud if information is requested by a government agency or the credit card company we may release such information.

We do not share E-mail names collected on our site for purposes of permitting other companies to market to you through E-mail. Providing us your E-mail address will not result in your receiving unsolicited commercial E-mail from any third party.

The personally identifying information you provide us and information regarding your order may be disclosed to certain third parties that assist us in the ordinary course of business, subject to appropriate confidentiality agreements. These vendors may include (but are not limited to) our common carriers, mail list and market analysis bureaus, credit card or leasing companies.

Transmission Errors or Unauthorized Acts. Although we will use all reasonable efforts to safeguard the confidentiality of your personal information, transmissions made by means of the Internet cannot be made absolutely secure. We will not be liable for disclosures of your personal information due to errors in transmission or unauthorized acts of third parties.

Required by Law:
In extreme cases, where required by law, we may be forced to release information regarding our customers to permit the investigation of credit card fraud, illegal use of the Internet, or cases of misconduct on our Web site.

Change of Ownership. In the event that web site becomes owned or controlled by other individuals or entities, the information we have collected may be transferred to such party or parties. In this case, such individuals or entities will follow this Privacy Policy in the place of our websites current owners.

Agreement:
By using our Web site, you consent to the collection and use of this information by toysfromheaven.ca as described in this Policy.

Changes to this Privacy Policy:
If we change our privacy policy we will post any change on this page so that you are always aware of what information we collect, how we use it, and under what circumstances we disclose it.

Contact Us

General Inquiries: sales@toysfromheaven.ca
Customer Service: customerservice@toysfromheaven.ca
Order Status: sales@toysfromheaven.ca