Return and Refund Policy

We believe in the quality of our products and only select products and brands that we are proud of selling and representing. We also carefully pick and pack your orders to ensure that they arrive safely at their destination. However, we do understand that sometimes, items do suffer from manufacturing defects. Please read the following return and refund policy before placing an order with us.

Defective Items

Domestic

If you believe the item you received has a manufacturing defect, please use the Contact Us form or email us within 7 days of receiving the item, with a description and photos of the defect(s). A customer representative will be in touch within 2 business days of your enquiry. The photos will be reviewed with the distributor and/or manufacturer. If the item is considered to be a manufacturing defect, then:

  • We will ask that you pack the item up in the same condition it was received in. We will provide you with a shipping label so the item can be picked up and sent back to our warehouse at no cost to you.
  • When the item arrives back at the warehouse, and if we have the same item in stock, we will replace the item at no cost to you.
  • If we don't have the item in stock, you will be offered the option of store credit or a full refund. In case of a full refund, the refund will be processed and should appear in your account within a few working days.

International

The same process above also applies to international orders, with an exception that the cost of shipping the defective item back to our warehouse will be the responsibility of the customer.

What we don't cover

Unfortuntely we cannot offer exchanges, refunds or store credit for:

  • Packaging/art box damage including wear and tear, bends, creases or dented corners.
  • Minor manufacturing defects or QC issues.
  • Minor paint issues with over painting or under painting.

Change of Mind (In Stock and Backordered items)

We only offer a partial refund for change of mind for in stock and backordered items, so please choose your items carefully before placing an order. The following conditions apply:

  • The item must be sealed and unopened and in the same condition it was received.
  • There will be a non-refundable 20% restocking fee applied. This fee cannot be transferred as store credit.
  • You must contact us to discuss the return within 7 days of receiving the item.
  • The cost of shipping the item safely back to us will be your responsibility.

Toy Igloo reserves the right to refuse returns of products due to change of mind for instock and backordered items.

Pre-order Cancellation

We offer refunds for cancelling pre-orders in certain conditions. For full details, please read our Pre-order Policy and our Terms and Conditions.