Terms and Conditions
Toy Better (HK) Limited
Flat F, 7/F, Centre 600, 82 King Lam Street
Lai Chi Kok, Kowloon
Email support available 24 hours / 7 days a week
Phone support available Monday to Friday, 9AM to 6PM HKT
We accept payment by Visa/Mastercard, both debit and credit cards. We also accept payment by Paypal. Payment will be billed in the designated currency as shown on the shopping cart. You can also change the currency at the top right hand side of our website. Full payment (as shown in the shopping cart and during the checkout process) will be billed to your card when your order has been shipped by our warehouse team, typically within 24 hours after you make the order. Any refunds will also be performed to the same card you used during checkout, or if you paid by Paypal, it will be refunded via Paypal.
All billing information is secure and confidential. Our site uses 256-bit SSL encryption during the checkout process. This means all information is encrypted and cannot be seen by a human. Card information is only sent to the card processing bank for billing. No card information is retained. Billing data is processed solely with the card processor or Paypal.
All costs are shown on the shopping cart page before checkout. You will also see the same grand total to be billed during the final step of checkout. There are no hidden costs, you will pay exactly as that shown during checkout.
Shipping and Delivery
Most orders placed Monday-Friday will packed and sent within 1 to 2 business days unless otherwise specified on the product detail page. Our standard delivery option is shipped with a tracking number. Please view the delivery estimates page to see more specific delivery time frames. The customer is responsible for providing a correct address during checkout. If a package is ever undeliverable due to an incorrect address, the customer may responsible for any shipping charges to resend the package.
Within 12-48 hours after your item(s) have shipped, we’ll send you a Shipment Notification email that includes the carrier’s name. You can also view this information by signing in to online Order Status section. Copy and paste the tracking number to view the status of your package on the carrier’s website. Tracking information may not be immediately available, it can take a few days for tracking information to activate. Postal carriers may not provide up to date tracking information.
Lost packages: If a package is ever lost in transit, please get in contact with us to make arrangements for the package to be resent.
Return and Refund Policy
We have a simple return and refund policy. Any product purchased through us can be returned for a full refund or exchange within 30 days from the date you received your order. Please read the below steps explaining how to exercise this.
1. Any product can be returned to us, regardless if it's broken, defective, or you just change your mind and don't want the product.
2. The customer must pay return shipping costs in all instances. We cannot provide return shipping labels or pay for return shipping costs.
3. Request a return number by e-mailing us, calling us, or using our website contact form before returning the product. Please include your name, order number, the reason for the return, and if you want to return for a full refund or exchange for another product. Within 2 business days after submitting the request you will be contacted via email with an RMA number and product return instructions.
4. When returning a product, please write your RMA number on the package.
5. Refunds will be issued back to your original payment method. The refund will be issued the same day as we receive your returned product. If there is ever a situation where the product is not required to be returned, the refund will be issued on the same date as we specify to you by email.
Extra notes for warranty purposes:
If you wish to get a replacement of the same product because of a defect after 30 days from the date you received the order, all products we sell come with our own 6 month replacement warranty from the order date. Please email us with your order number and description of the defect for a replacement. We can send the same product or an equivalent product of similar value that you specify.
Cancelling an Order
Once an order has been placed, cancellation cannot be guaranteed. It is the customers responsibility to check their address, ordered product, and all relevant info before placing the order. If you are unable to cancel an order, you will need to return it for a refund. Please review the Returns section and get in contact with us.
Your safety is guaranteed because we use the latest security measures to protect your details when you shop with us. We use 256-bit SSL Software to encrypt your credit/debit card information when you place an order on our secure server, which means that only we are able to decrypt the information in order to process your transaction.
After you click on the "Proceed to Checkout" button, secure pages are indicated by:
•the web address changing from "http://" to "https://"; and
•a "padlock" symbol (or key) in the bottom right-hand status bar of your web browser
Your personal information will never be shared. It is only used for processing your order and communication with you about the order.