At PlayStuff US, we take pride in crafting heirloom-quality toys that bring joy to families worldwide. While we carefully inspect each item before shipment, we understand that sometimes returns or exchanges are necessary. Our policy is designed to make this process as smooth as possible while maintaining the exceptional service you expect from our specialty toy store.

Return & Exchange Guidelines

Important: To be eligible for a return or exchange, your item must be unused, in its original packaging, and in the same condition as when you received it. You must initiate your return within 15 days of receiving your order.

Non-Returnable Items

Due to the nature of certain products, we cannot accept returns or exchanges for:

  • Personalized or custom-made items (including engraved jewelry or monogrammed toys)
  • Felt toys (due to their delicate nature)
  • Party supplies (opened packages cannot be resold)
  • Pool toys (for hygiene reasons)

How to Initiate a Return or Exchange

Step 1: Contact Our Parent-Advisor Team

Email us at [email protected] with your request within 15 days of receiving your order. Please use the following template to ensure we have all necessary information:

Subject: Return/Exchange Request – Order #[Your Order Number] Dear PlayStuff US Team, I would like to request a [return/exchange] for my recent order (#[Your Order Number]). Details of item(s) to be returned/exchanged: – Product Name: – Reason for return/exchange: – Preferred resolution: [Refund/Exchange for (specific product)] I confirm that the item(s) is/are unused, in original packaging, and in resalable condition. Thank you for your assistance. Best regards, [Your Full Name] [Your Contact Information]

Step 2: Wait for Authorization

Our team will respond within 2 business days with return authorization and instructions. Please do not ship items back without this authorization.

Step 3: Package and Ship Your Return

Securely package the item(s) in the original packaging and include all accessories. Ship to:

PlayStuff US Returns
781 Kennedy Court
BRIDGETON, US 63044

Note: Return shipping costs are the customer’s responsibility unless the return is due to our error (wrong item shipped or defective product). We recommend using a trackable shipping service as we cannot be responsible for lost return packages.

Refund Processing

Timeline

Once your return is received and inspected (typically within 5 business days of arrival at our facility), we will process your refund or exchange. You will receive an email notification when this is complete.

Refund Methods

Refunds will be issued to your original payment method:

  • Credit/Debit Cards (Visa, MasterCard, JCB): 3-5 business days after processing (depending on your bank)
  • PayPal: 1-3 business days after processing

Please note that shipping fees are non-refundable for changed-mind returns. For exchanges, we will cover the cost of shipping the replacement item to you.

Damaged or Defective Items

If you receive a damaged or defective item, please contact us immediately at [email protected] with photos of the damage. We will arrange for a replacement or refund and provide a prepaid return label if needed.

International Returns

For our international customers (excluding parts of Asia and remote areas), please note that:

  • You are responsible for any customs fees or import taxes associated with the return
  • Refunds will be issued in US Dollars and may be subject to currency conversion rates
  • Return shipping times may affect your 15-day return window – we recommend initiating returns promptly

From our family to yours, we thank you for being part of the PlayStuff US community. Our parent-advisor team is always happy to help with any questions about returns or exchanges – just reach out to [email protected].