Bought something you don’t quite love? Received a duplicate gift?

We want you to be completely happy with your purchase! If for some reason you are not satisfied, we offer an easy 30-day return/exchange policy on most of the items we sell.

What can I return?

We accept returns within 30 days of purchase on all items that are still in NEW, UNOPENED condition except sale items, personalized items, special order items or *personal items.

How do I return an item?

Simply go to your on-line order confirmation and click on the “return” button – you will be guided through the process. Be mindful of the reason you choose for the return – choosing the incorrect reason could result in a delay in the processing of your return. 

You can also e-mail us at returns@eletoys.net for more detailed instructions.

What do I need to include with the return?

Please include all items received in the package (packing slip, note card, bubble wrap and any free items) – unless you are only returning a part of the order. Keep any part of your purchase you are happy with, please! 😊

What about Shipping Charges?

If your purchase qualified for free shipping and you choose to return all or part of the order, you will be credited the item price minus the shipping and handling charges we incurred. Please contact us if you would like to know this amount before you return an item.

For the return shipping, you can ship using the carrier of your choice (we strongly suggest a service that provides a tracking number) or you can use one of our pre-paid shipping labels and the shipping charge will be deducted from your return.

When will I get my money back?

After we receive your item, our team of professionals will inspect it and process your refund. The money will be refunded to the original payment method you used for the purchase. This typically takes no longer than 2 – 4 business days for most returns. For credit card payments it may take 5 to 10 business days for a refund to show up on your credit card statement.

But I got this as a gift – I don’t want to tell them I’m returning it…

We understand that can be uncomfortable sometimes. We are happy to issue a store credit that will never expire. 😊

What about if I received something different than what I ordered or my order is missing items?

We try our very best to be accurate with all orders but since we still have humans packing our orders mistakes can happen. Please contact customer service at by e-mail:  makeitright@eletoys.net or call us at 833-869-7411. We will do everything we can to get your order corrected as quick as we can. Please note that you have three (3) days from the delivery date to notify us of incorrect, missing, damaged or defective items. And yes, we will pay for all return / re-shipments – we will send you a pre-paid label to send the incorrect item back.

My package is damaged, what do I do?

If you receive your order and the outside package is damaged, please open the package BEFORE the carrier leaves so they can note it on the delivery receipt. If the carrier just left it then please take a video while opening the package. If the actual item IS damaged please e-mail us at: makeitright@eletoys.net and attach photos of the damage or call us at 833-869-7411. Please note that you have three (3) days from the delivery date to notify us of incorrect, missing, damaged or defective items. If the actual item you ordered isn’t damaged please let us know about the “improper packaging/handling” and we will take note if we didn’t do a proper job packaging the shipment or perhaps remind the carrier to be a bit “gentler” on our packages.

Can I cancel my order?

If you change your mind act quickly! We process orders extremely fast and even if the status isn’t showing “shipped” it may have already gone out the door. Any refused, incorrect address or abandoned package will be subject to the standard return policy. Please double check that your shipping address is up to date.  

You are responsible for any order placed on your account (dog, cat, spouse, kid, hit the button by mistake, etc.) Passwords people, passwords!   

So, what’s the fine print?

The product must still be in MINT, FACTORY SEALED CONDITION. Please pack your returns carefully. If a child opens a toy, plays with it and breaks it, we cannot accept it back. If the item’s factory seal is broken, the sealed bag has been opened, the item is not in the original condition – it is not eligible for return.  Any used/opened merchandise received that is ineligible for a credit (item is damaged, broken or missing parts) will be held for 30 days during which time you can send us a pre-paid shipping label and we will return it back to you. After 30 days it will be donated to charity.

If the product arrived with a factory defect (arrived not working, pieces missing or broken) we will help you obtain a replacement from the manufacturer. If you do not wish to have a replacement it will be subject to the standard return policy.

But I ordered a replacement part – if I can’t open the package how will I test if it will fit my item?

We get it. You have a high chair that someone gave you or a swing from your first baby or the favorite toy that the dog ate one of the parts – but you don’t know the specifics for that item but it “looks” like that cover / straps / connector will fit. We try to be understanding of this and will help in any way we can. We’ve been doing this for over 20 years so there aren’t many products that we carry parts for that we aren’t able to identify. If they don’t make a cover for your swing anymore but you think one that we have might work we’re happy to help. Send us a few pictures of the item and we can usually determine what will or won’t work with it.

Okay, you said “except” in the “what can I return”.  So, what are the exceptions?

• We don’t accept returns on “sale” merchandise. – Items purchased on sale are Final Sale.
• Your custom order cannot be cancelled, and it is not returnable.
• Special orders cannot be cancelled or returned.
• Merchandise that includes a Manufacturer Warranty is not returnable once it has been opened, but we are happy to assist you with the warranty claim.
• Shipping / delivery / freight charges are non-refundable.
• If returning an item that qualified for FREE SHIPPING, the cost of destination shipping will be deducted from your return.
• For health and safety reasons, items such as undergarments, diapers and diapering accessories, bathing accessories, breast pumps and accessories, nursing and feeding items such as bottles, nipples and other accessories and potty-training items are non-returnable.

Please ship returns to:

Returns

Ele Toys, LLC

Attn:  Luna

29363 W Fairmount Ave

Buckeye AZ 85396

 

Please don’t forget to include your return authorization with any return!

If you have any questions that we haven’t covered here please e-mail us at: returns@eletoys.net and we will do our best to answer them. Other questions, comments or smart remarks? We’re always looking for new ideas and ways to improve, send them to us!

Thank you and have a wonderful day!!