Refund policy

At Sofia’s Toy Shop, we offer a clear and transparent return and refund process. Please review the policy below before making a purchase.

1. Return Eligibility

You may request a return within 30 days from the date your order is delivered.

To be eligible:

  • The item must be unused and in original condition
  • The item must be returned in original packaging
  • All included parts and accessories must be included
  • Proof of purchase is required

Returns that do not meet these conditions may be declined after inspection.

2. Return Process

To request a return:

  1. Contact our support team with your order details
  2. Wait for return approval and instructions
  3. Ship the item based on the provided instructions

Returns sent without approval may not be accepted.

3. Refunds

Once your return is received and inspected:

  • You will be notified of approval or rejection
  • Approved refunds will be issued to your original payment method

Processing time:

  • Typically 5–10 business days after approval

4. Free Shipping Policy

We offer free standard shipping on all orders within the United States.

Important:

  • Free shipping applies only to delivery (sending the order to you)
  • Return shipping costs are not covered, unless the item is defective or incorrect

5. Damaged, Defective, or Incorrect Items

If you receive a damaged, defective, or incorrect item:

  • Contact us within 48 hours of delivery
  • Provide clear photos of the issue

After verification, we will:

  • Send a replacement at no cost, or
  • Issue a full refund if a replacement is not available

In these cases, we will cover any necessary shipping costs.

6. Non-Returnable Conditions

Returns will not be accepted if:

  • The item has been used or damaged after delivery
  • The item is returned without original packaging or missing parts
  • The return request is made after 30 days
  • The item is damaged due to misuse or improper handling

7. Return Shipping

  • Customers are responsible for return shipping costs
  • We recommend using a trackable shipping method
  • We are not responsible for lost or delayed return shipments

8. Order Cancellation

Orders can be canceled within 12 hours of placement.

After this period:

  • Orders may already be processed or shipped
  • Cancellation may not be possible

9. Exchanges

We do not offer direct exchanges.

If you need a different item:

  • Return the original item (if eligible)
  • Place a new order separately

10. Delayed or Missing Refunds

If your refund has not been received:

  • Check with your bank or payment provider
  • Contact us if additional help is needed

11. Policy Updates

We may update this policy at any time. Changes will be posted on this page with the updated date.

CONTACT INFORMATION:

Store Name: Sofia’s Toy Shop
Business Address: 95-11 Roosevelt Ave, Flushing, NY 11372, USA
Phone:+1 718-651-3801
Email: support@sofiatoyshop.com
Business Hours: Our customer service hours are from 9:00 AM to 6:00 PM, Monday through Friday (GMT UTC -5)
Order Cut-off Time: 6:00 PM (GMT UTC -5)