Refund policy
Return & Refund Policy
Last Updated: July 10, 2026
At Toybotix, we want every customer to feel confident when placing an order. If you are not completely satisfied with an eligible purchase, you may request a free return or refund within 30 days of receiving your order.
This Return and Refund Policy explains the conditions, procedures, and timeframes that apply to returns, exchanges, damaged products, incorrect orders, and refunds.
1. Return Period
You may request a return within 30 calendar days from the date your order is marked as delivered.
Return requests submitted after the 30-day period may not be accepted. We recommend contacting us as soon as possible if you experience any issue with your order.
2. Return Eligibility
To qualify for a return, the product should:
- Be returned within 30 days of delivery.
- Be unused, unworn, unwashed, and in its original condition.
- Include its original packaging, accessories, tags, and components.
- Be free from pet hair, odors, stains, scratches, bite marks, or other signs of use.
- Include proof of purchase or a valid Toybotix order number.
Products returned in a used, damaged, incomplete, or unsanitary condition may not qualify for a full refund.
3. Personalized and Engraved Products
Many Toybotix products may include names, telephone numbers, custom text, colors, sizes, or other personalized details.
Customers are responsible for reviewing all personalization information before placing an order. We may not be able to change personalized details after production has started.
If we make an error with your personalization, or if the product arrives defective, damaged, or materially different from the confirmed order, we will provide an appropriate replacement, return, or refund at no additional cost.
Personalized products made correctly according to the information submitted by the customer may be subject to additional review before a return is approved.
4. Free Returns
Toybotix provides free returns for eligible products returned within the 30-day return period.
You must contact our customer support team before returning an item. Once your request is approved, we will provide return instructions and, where available, a prepaid return label.
Products returned without authorization may be delayed, rejected, or sent back to the customer.
Do not send returns directly to the address displayed on our website unless our support team specifically instructs you to do so.
5. How to Request a Return
To begin a return, email support@toybotix.space and provide:
- Your full name.
- Your order number.
- The email address used during checkout.
- The product you wish to return.
- The reason for the return.
- Clear photographs or videos if the product is damaged, defective, incorrect, or incomplete.
Our team will review your request and provide the next steps.
6. Damaged, Defective, or Incorrect Products
Please inspect your order promptly after delivery.
Contact us as soon as possible if:
- The product arrived damaged.
- The product has a manufacturing defect.
- You received the wrong product, size, color, or design.
- Personalized information does not match the information confirmed in your order.
- An item or accessory is missing.
Photographs of the product, packaging, shipping label, and damaged area may be required to verify the issue.
When a claim is approved, we may offer a replacement, full refund, partial refund, or another suitable resolution.
7. Exchanges
If you need a different size, color, or style, contact us within 30 days of delivery.
Exchange availability depends on product stock and the condition of the returned item. In some cases, the fastest option may be to return the original product for a refund and place a new order.
8. Order Cancellations
Orders may be canceled only if they have not entered processing, personalization, production, or shipment preparation.
Because personalized products may be prepared shortly after an order is submitted, cancellation requests are not guaranteed.
Contact us immediately at support@toybotix.space if you need to cancel or modify an order.
9. Refund Processing
After an approved return is received and inspected, we will notify you regarding the status of your refund.
Approved refunds are issued to the original payment method. Processing times depend on the payment provider, bank, or card issuer and may take several business days after the refund has been submitted.
Original expedited shipping charges, optional shipping upgrades, customs duties, import taxes, and similar third-party charges may not be refundable unless required by applicable law.
10. Missing Refunds
If your refund has been approved but has not appeared in your account:
- Check your bank or payment account again.
- Contact your card issuer or payment provider.
- Allow additional processing time.
- Contact us at support@toybotix.space if the refund remains unavailable.
11. Return Shipping Responsibility
Approved eligible returns qualify for free return shipping when a prepaid return method is available.
Toybotix is not responsible for products sent using an unauthorized return method, sent to an incorrect address, or returned without tracking when tracking was required.
12. Contact Information
For return or refund assistance, contact:
Toybotix
139 Rue Valvue
Québec, QC G2A 1N1
Canada
Email: support@toybotix.space
Phone: (800) 465-2422