FAQs

Table of Contents

1. Order Issues
2. Delivery
3. Returns and Refunds
4. Payments and Promo Code
5. Product and Stock
6. Reward Program

 Order Issues

• Do I need to create an account to shop with you?

No, an account is not compulsory for you to shop at Toy Space.

However, creating an account with us allows you to accumulate Space Tokens which can be exchanged for discounts. It also allows you to receive member's only benefits. 

• I'm missing an item from my order, what do I do?

Please Contact Us and we’ll send you the missing item(s) as soon as possible. We apologize for any inconvenience caused.

• What do I do if I receive a faulty item in my order?

Please Contact Us within 10 days upon receiving the item(s) and we’ll process an exchange for the faulty item immediately. Please kindly include snapshots of the area of defect clearly in your email.

If the defected item is still in stock, a replacement piece will be sent out together with a stamped envelope for the return of the defective piece. Customers will be required to mail the defected piece out to us within 10 days. In the event whereby the defected item is out of stock, refunds will be issued. The refund will only be done after the item is being returned back to us. Meet-ups will strictly not be adhered to for exchanges and returns. 

• I have an incorrect item in my order, what do I do?

Please Contact Us and we will process an exchange for the incorrect item immediately. In the event that stocks are no longer available, a refund will be issued.

• Can I amend my order after I've placed it?

Yes, you may amend your order only if your order has not been dispatched to the courier. Contact Us and we will assist you to check if your items has been dispatched.

• Can I cancel my order after I've placed it?

No, you cannot cancel an order once you have checkout. 

• Can I get a refund if the price has changed since I ordered it?

As an established online retailer in Singapore, our prices change according to the current toy trends, inventory as well as demand from our customers. In this case, we will not be able to provide a refund for the difference in price.

• What can I do if the payment for my order is declined?

If your payment has been declined, please submit a new order as we are unable to process any orders if payment has not been made and verified by Toy Space.

To help ensure your payment will not be declined when placing a new order, we suggest checking the following:

• Ensure that your card details are correct, e.g. the expiry date or your billing address.
• Ensure that you enter the CVV correctly - that's the last three digit on the back of your card.
• Your card issuer may have declined your payment -  it's best to contact and check your bank as they don't tell us the reason for this.
• If you've checked all of the above, try paying with another card.

If you’ve tried all these and are still having problems, please Contact Us.

• Do you offer a wholesale discount for bulk buying?

No, all prices for our products are as indicated on our website.

 

Delivery

• What delivery options do you offer?

For delivery within Singapore, We provide FREE Local Delivery (Registered Express Delivery) as well as Self Collection.

• Registered Express Delivery is FREE and comes with a Tracking ID as well. Delivery time is estimated to be between 2-3 working days.

• Self Collection timing for the following products are as follow:
  Collection Point:
  1) Blk 325 Sembawang Crescent Lift Lobby, Singapore 750325
  Weekdays: 8pm - 10pm, Weekends: 2pm - 5pm
  
  If you opted for Self Collection during checkout, kindly indicate your preferred collection timing & contact number under 'Special Remarks.

We also offer International Shipping. For for information about our International Shipping, please refer here.

• What if I forgot to indicate my preferred collection timing & contact number under Special Remarks?

No worries, just email us your preferred collection timing & Contact Us

• Are you able to ship to other countries that are not listed above?

Yes. Contact Us and our team will assist you on the payment method via PayPal and provide you with a shipping quotation.

• What courier service are you using?

All our orders are handled by external vendors - EasyParcel Singapore, NinjaVan or SingPost. EasyParcel has a list of different couriers available, to find out which courier is handling your order - Enter your Tracking ID at EasyParcel Singapore or SingPost or NinjaVan

• How can I find your international delivery information?

You can find our international delivery information here.

• Can I track the delivery of my order?

Yes, every delivery parcel is equipped with a special tracking number, which you could access easily EasyParcel Tracking or SingPost Tracking or NinjaVan Tracking

• What happens if I'm not in when my order arrives?

Depending on couriers used, they will either leave a note at your door step for manual collection with the courier or the products may be sent back to us. 

• My order status is still ‘order processing’, when will it be shipped?

Our items take 3 to 5 working days to be shipped as we want to ensure that each parcel is shipped out correctly. We will notify our customers on the status of your order via email.

• Can I pick up my items in store?

Toy Space is an online shop and do not have a physical retail store. However, you may opt for self collection. Refer here for more information on self collection method.

• Do you ship internationally?

Yes, we do ship our products internationally. You may refer to our Delivery & International Shipping information here. Kindly contact us if you have any further enquiries. 

• Do you send out the orders by sea or air mail?

All orders will be send out by AIR Mail only as it is more efficient and worth it. Our AIR Mail rates are considered to be the cheapest in the market.

• Do you do meet-up or self collection within Singapore?

Yes we do provide self collection option during check out. Kindly refer to our delivery page here. If you are unable to meet the timing provided, you can opt for our online delivery service via EasyParcel Singapore

• How do I know when my items have been shipped out?

We will send your Tracking ID to your email address once your products have been processed for delivery. 

• How long does it take for my items to arrive?

We process all orders for delivery within 2-3 working days. The courier service will provide you an estimated delivery arrival upon shipping it out.

For international delivery, depending on your delivery destination, the estimated delivery dates may vary. 

For local delivery, your products should arrive within 2-3 working days, depending on the courier we used at that point of time. 

• My parcel did not arrive, what do I do?

In the event of a lost parcel, Contact Us with your 1) Order Reference no. and 2) Tracking ID. Our customer care service will assist you to check with the courier and give you a response asap. 

• I received a wrong item(s), can I refund?

No, we do not provide refunds. Instead, we will do an exchange of the wrong item(s) with free of charge delivery. Do take note that the item must be in its original conditions in order to do an exchange. Nonetheless, Contact Us with your 1) Order Reference no. and 2) Tracking ID if you have received a wrong item.

  

Returns & Refunds

• Do you accept returns?

Returns for exchanges are only allowed if the products shipped to you were incorrect. If your products are faulty, please refer to Order Issues for more information. 

• I'm an International customer. How do I return something to you?

Contact Us with your Order Number. 

 

Payments & Promo Codes

• How can I pay for my order?

We accept credit cards and Paypal payment.

*ATM transfers and cash deposits are strictly not accepted.

• Can I use more than one promo code on my order?

You can only use one promo code per order.

• Can I use my "new email subscriber" discount code for all the products?

Unfortunately, the "new email subscriber" discount code is not applicable to preorders.

Are my details safe when ordering online with Toy Space?

Our customers' privacy are of utmost importance to us here at Toy Space.

• Do you have a membership system?

By signing up for an account with Toy Space, you are already a member of our store and will be entitled to privileges such as members' only promotions, referral discounts, points exchange and many more.

 

Product & Stock

• Can you tell me if you're getting an item back in stock?

Please subscribe to our newsletter for the latest updates regarding our stocks, newly added toys, promotions, and discounts.

• How can I get in touch with you for enquiry?

If you have any questions/feedbacks, please free free to Contact Us

 Reward Program

• How do I join your Reward Program?

Its very simple to join our Reward Program!

- Click the orange "Reward Program" button at the bottom left of our website.
- Click Create a store account"
- Fill in your First Name, Last Name, Email, and your preferred Password and click "Create"
- Congratulations! You are now part of the Reward Program! 

• What are the benefits of participating in your Reward Program?

By being a part of our Reward Program, you will be able to use your accumulated Space Tokens to redeem special discounts!

Earn Space Tokens through various activities such as:

- Registering a FREE account at Toy Space
- "Like" our Facebook Page.
- Follow our Instagram and many more
- Refer a friend and earn cash discounts.

• Can I transfer my Space Tokens to another account?

Unfortunately, your Space Tokens are non-transferrable between accounts.

• Can my Space Tokens be converted to cash for withdrawal?

No, you are unable to transfer Space Tokens to cash and the usage of your Space Tokens are strictly for redeeming discounts from Toy Space only.

• Is there any expiry dates for my Space Tokens?

There are no expiry dates for Space Tokens! So feel free to use it anytime you want!