1. OVERVIEW
At Maziply Toys, we strive to ensure customer satisfaction. Our return policy allows for returns of most sealed and unopened items within 30 days of purchase, subject to specific guidelines.
2. HOW LONG DO I HAVE TO RETURN OR EXCHANGE A PRODUCT?
With our customer-friendly policy, you can enjoy hassle-free returns for up to 30 days after the date of purchase.
3. ARE THERE ANY RESTRICTIONS ON RETURNS OR EXCHANGES?
The following guidelines apply for returns or exchanges:
- A receipt is required for a return, exchange, or refund. We cannot process a return, exchange, or refund if you do not have a receipt.
- Shipping costs will not be refunded.
- In the event you received free shipping as part of a promotion, the actual shipping costs that were paid by Maziply Inc will be subtracted from the refund amount.
- Items must be returned unopened, sealed, and in the same condition, they were received in.
- Please use a proper shipping container. This may be a box, shipping pouch, or other carrier-approved container as long as the item is protected.
- Sales tax will be refunded to the original method of payment.
- Some items are not eligible to be returned, refunded, or exchanged, including the following:
- Gift cards.
- Trading cards and trading card game cards including sports cards, Digimon cards, Lorcana cards, Magic: The Gathering cards, Pokemon cards, or any other trading card packs, sets, or gift boxes.
- Costumes of any kind.
- Any comic book-related items, including comic books, comic book boxes, comic book bags, comic book boards, and any other comic book-related items.
- Items sold with a discount for being “as-is,” damaged, open box, demo, etc.
- Any personalized items.
- Returns, exchanges, and refunds are not available on any orders or products for any reason that, in our sole judgment, appear to be placed by dealers, resellers, or distributors.
- If you placed a special order, this must be returned back to any of our store locations. (Note: Initial shipping costs will not be refunded.)
- We do not issue refunds for theft or missing shipments once the shipping carriers have recorded an order as delivered. Confirmation of delivery can be found on the tracking information that is provided when orders are shipped.
4. ARE RETURNS AVAILABLE FOR WHOLESALE ACCOUNTS OR RESELLERS?
You must have a wholesale account with us if you are a reseller, distributor, or retailer. Returns and refunds are not available on any orders for any reason that, in our sole judgment, appear to be placed by dealers, resellers, or distributors.
If you have a wholesale account with us, your return policy will be different than this consumer return policy outlined in your account agreement with Maziply Inc.
5. WHAT IF THE PRODUCT I RECEIVED IS DAMAGED OR DEFECTIVE?
If your product is damaged or defective from a maziply.com shipment or in-store purchase, please contact us at service@maziply.com.
Boxes and packaging may become damaged during shipping. We do not offer refunds or returns for damaged packaging if the product is not damaged.
Damaged items must be reported within 72 hours of receipt. We use your tracking information delivery time to determine the date and time of receipt. Failure to report damaged items within this time may not qualify for a return, exchange, or refund.
Different manufacturers have different policies. Depending on the product, we will process the return or exchange directly, but in some cases, you may be required to work directly with the manufacturer for defective items. We will provide you with contact information if this is the case and will walk you through the process together.
6. WHAT IF I RECEIVED THE WRONG ITEM?
Please inspect your order upon receipt of your order and contact us immediately if you have received the wrong item so that we can evaluate the issue and make it right. We must be notified within 72 hours of any errors to qualify for a return. You will have up to 30 days from the delivery date to return it to us.
7. WHAT IF I PURCHASED A SHIPPING WARRANTY?
We offer customers the ability to purchase a shipping warranty which covers your order if it is lost, damaged, or stolen during transit.
Warranty Specific Terms
In the case that a shipment shows "Delivered" by the carrier, how long until a refund or replacement is issued?
- Refunds or replacements are processed within 1-3 business days.
- In the case that a shipment does not show "Delivered" by the carrier, but the customer claims that they have not received it (I.e. "lost in transit"), how much time must elapse between case submission refunding/replacing the order to allow for carrier/other fulfillment logistics errors?
- Based on shipping carrier practices and policies, the carriers must be allowed up to 30 days to correct any logistical issues.
- What happens if my package is stolen?
If your package is stolen during transit, you can place a claim. Based on inventory, either a replacement or refund will be issued within 1-3 business days.
- Do you require a police report for stolen packages?
Police reports of stolen goods should be sent to service@maziply.com
- Who do I contact if my package is stolen?
If your package is stolen, you can email us at service@maziply.com or call us at 781-582-8697.
- What happens if I receive a damaged package?
If you receive a damaged package, please notify us within 3 calendar days of receiving your order to let us know. Refunds are not issued on damaged packages. However, if the product is damaged, a claim would be processed.
- In the case of a Damaged/Defective item, what is the allowable elapsed time between delivery of the item and the ability to submit a Damaged/Defective item claim?
If your product is damaged during shipment, you should place a claim within three calendar days of receiving the shipment. Based on inventory, either a replacement or refund will be issued within 1-3 business days. You would contact the manufacturer for a replacement if it is a manufacturer defect.
- If you need assistance with this, we are here to help. We have very good relations with the manufacturers and can assist you with this. Let us know by reaching out to us at service@maziply.com
8. IS THERE CARRIER INSURANCE?
Depending on the shipping option you choose, it may include shipping insurance. Please see the carrier for shipping insurance details.
If insurance from a shipping carrier covers your order, the shipping carrier will determine whether or not a refund will be made. This can take up to 30 days for the shipping carrier to decide. The carrier's determination is final, and we cannot change this.
9. DO I GET A REFUND IF MY SHIPMENT IS LATE?
Maziply Toys does not guarantee any shipping times. The days or times provided for shipping options are estimates only. Maziply Toys is not responsible for shipping times in any way, shape, or form. Refunds are not offered for shipping costs or products in the case of a delayed shipment from the carrier. When considering the estimated time, be sure to add one business day for handling for a better estimate of time.
10. HOW DO I RETURN OR EXCHANGE A MAZIPLY.COM ORDER?
You may return or exchange an online order at your nearest Maziply Toys location or return it to us using a prepaid return label. Follow the steps below:
- Log into your maziply.com account and select the order that you want to submit a return for.
- If your order has more than one item, then select the items that you want to return.
- Select a return reason and add a note for the return department.
- Click Request Return.
If your return request is approved and requires shipping, then you will receive an email with shipping instructions and a return label.
Please Note: Items must be returned in the same condition they were received in:
- Items should be returned in a proper shipping container. This may be a box, shipping pouch, or other USPS-approved container as long as the item is protected during transit.
- If your item was damaged upon arrival, please select this option when processing your return.
- Should the item you are exchanging for be out of stock when the exchange package is received, we will refund you in full less the shipping costs using your original form of payment.
- The amount or method of refund may vary according to our return policy. This includes items returned with missing components or not in their original condition. Items purchased with a Maziply Toys gift card can only be returned for store credit.
11. WHEN WILL THE REFUND REFLECT ON MY CREDIT/DEBIT CARD?
Once we receive your order, please allow 2-3 business days for your order to process and 3-5 business days for a refund to reflect on your credit/debit card. The following applies:
- Returns will be credited to the original form of payment. If the original payment is no longer valid or you cannot receive a refund, you will be issued a new Maziply Toys e-gift card for the refund amount.
- If a gift card or e-gift card was applied to the order, a new e-gift card will be emailed to the email address on the order for the refund amount.
12. HOW DO I RETURN OR EXCHANGE AN IN-STORE PURCHASE?
In-store purchases can be returned to any of our Maziply Toys locations at the customer service counter. The following applies:
- Visit the customer service desk for assistance with a return or exchange.
- If an exchange is placed for a product with a lesser value, the remaining amount will be refunded to the original form of payment.
- If an exchange is placed for a product with a greater value, the difference must be collected.
- Items purchased with a Maziply Toys gift card can be returned for store credit.
- In most cases, items purchased with a credit/debit card will be paid back to the original credit card used.
- A receipt is required for all in-store returns. We are unable to process a return, exchange or refund without a valid receipt.
13. HOW DO I RETURN A PRODUCT IF I DO NOT LIVE NEAR A MAZIPLY TOYS STORE?
If you do not live near a Maziply Toys location, the items you purchased in-store can be returned through the mail. We recommend using the USPS or UPS to send your products back to the store by following the steps below:
- Include a copy of the original receipt.
- Add a note explaining your request for an exchange or return.
- Include your contact information, including phone and email, just in case the store needs to contact you.
- The product(s) can be shipped back in a box to the original store of purchase. For the stores shipping address, please refer to the receipt.
- Head to your local USPS or UPS store to ship the return, and keep a record of the return tracking number.
- Please note: If you request a return or an exchange and the store is out of inventory a Maziply Toys e-gift card will be issued.
14. ARE THERE ANY OTHER RESTRICTIONS?
Items sent back to us without first requesting a return and receiving approval will not be refunded.
Other restrictions may apply. If you have a question, please reach out to us at service@maziply.com