Help Center

Below FAQ are some common concerns of our clients before purchasing the theme, if you have other questions, please just send it to marketing@mkt.g-p.hk

COVID-19 Shipment Upgrade Notice:

During the outbreak, it may take longer than usual for the post office to process your package, and the tracking info may not be updated for a while. Please give the post office more time to transport your package and update your tracking info.

And your package will be shipped out within 3-5 business days.

The ETA with your order may be adjusted based on actual circumstances, sorry for the inconvenience.

Please kindly note that we will not issue any refund with your order if you refuse to receive the pacakge we sent to you.

If you no longer want to receive the package, please do not refuse it when it is delivered. Instead, you can send us one return form with your order.

Preparation for delivery (quality checks, packing, paperwork, etc.) usually takes 3-5 business days and is NOT included in the overall “shipping time”.

For US customers, the shipping time will be 7-14 business days.

For Canada, the shipping time is 14-20 business days. 

For Germany, France, Italy, Spain, Australia and the United Kingdom, the shipping time is 10-15 business days.

For other countries, the shipping time is 12-20 business days.

The ETA with your order may be adjusted based on actual circumstances, sorry for the inconvenience.

Shipping times can be affected by variable customs clearance times or public holidays.

Some products may be out of stock in our warehouse. In this case, for timely delivery, we will have our factory ship your items directly from China. (Please note that the package will not spread viruses based on CDC.) 

This website is protected with SSL (secure socket layer) encryption, the highest standard in Internet security on all pages. Most websites only use SSL Encryption on the checkout pages, to provide you with additional security we use SSL on every page of the Toy Universe website.

We use Shopify Payments as our payment gateway to process all of our credit card payments to ensure the safety and security of your payment information.

We don't share or sell your personal information to anyone.

We aim to dispatch your order as soon as possible after it is received.

*Please note : some items on our website take 3 to 4 business days to dispatch, these items are clearly marked near the Add to Cart button. If your order contains these items your order will be dispatched within the stated time. 

Please note that orders do not ship on Sundays or Public Holidays.

You will receive an email when your order leaves our warehouse. You can also view the status of your order in the My Account tab of our home page.

*Please Note : as your shipping confirmation email contains a link to track your order, please check your spam folder if you have not received this email.

Orders cannot be cancelled or changed once placed, in order to offer our customers a fast and reliable service orders are processed immediately that they are received.

As changes are not possible once your order is placed, please ensure you check your address and order details are entered correctly.

Once your order is shipped, you will receive an email with a tracking number. Please note if you have not received this email, please check the spam folder in your emails as it contains links to track your order and some email systems mark this as spam.

If you can't track your order, contact us and we can do this for you.

Freight services take at least 24 hours to update tracking numbers online, once this time has passed you should see your order moving through the delivery system.

If your tracking number is still showing as Invalid 1 business day after it is shipped please contact us as occasionally technical issues may prevent a tracking number from showing online.

We ask all customers to carefully check the address. 

For orders returned due to the wrong address, you will need to pay the shipping fee again. 

If you notice an incorrect address has been entered please contact us as soon as possible so we can attempt to amend it prior to shipment, once your order is labelled with an address it cannot be amended.

Track your order by using the tracking number contained in your shipping email, whilst our carriers are required to notify you when they have attempted delivery, occasionally your order may be waiting at the local Post Office or courier depot for pick up.

If you aren't able to track your order or you have not been notified of its location please contact us and we will locate your parcel for you.

We make every effort to ensure all your products are correctly delivered, however sometimes mistakes are made - don't worry - we will cover all the costs involved in getting the correct or missing product to you as soon as possible. Contact us and we will fix the issue immediately.

Occasionally, items are shipped in separate shipments, if an item is missing from your order it may be in a second parcel, please check your tracking as tracking will show multiple boxes.

Go to the Returns Page, enter your order details and name. Follow the prompts from here and a replacement product will be on its way to you as soon as possible.

For Change of Mind Returns we ask :

That you return the products within 30 days of purchase.

If the returned item was what you ordered and is not damaged or faulty but you've since changed your mind then we ask that you pay for returning the item to us. Please note that you must lodge a Return online or your return may not be accepted.

If you would like to receive an alternate product, please note that standard shipping charges will apply.

Once the item is received by our warehouse in original, unopened packaging and in a saleable condition a refund for the value of the returned item only, will be processed within 5 business days.

Please Note :

Store credit will be processed for the purchase amount of the product only, not including shipping costs.

Refunds will only be processed back into the original method of payment and are not transferrable for cash.

We recommend that you return items using a service with a tracking number as you are responsible for the item being received back into our warehouse.

Unauthorised returns or returns of damaged, opened products or otherwise products in an unsellable condition will not be accepted and will be returned to sender at the sender's cost.

To request a return please complete a Return Request on out RETURNS page.