Refund ＆ Return Policy

We are obliged to make you satisfied with our products and service on toybeta.com. If you are not happy with your purchase we are willing to provide a refund and exchange service under the following conditions:

  • All returns/exchange and refunds must be applied within 7 days of receiving your purchase at contact@toybeta.com or the Contact Us page. Please contact us within 7 days from the receipt of our item, any request after 7 days will not be honored.
  • We do our best to pack our products carefully, but we cannot guarantee that the boxes will arrive in perfect condition due to international shipping. We want to make it clear that any damage to the outer packaging is the result of the delivery company handling it, which is beyond our control. We are only responsible for damages to the figures inside the blind box.
  • Returns must be in original packaging and condition with receipt. If the returned item is not in the acceptable condition it will be refused acceptance.
  • If replacement or exchanges are not available, you will need to return the package to Toybeta for a refund.
  • If your order has an INCORRECT, DAMAGED, OR MISSING ITEMS issue, please provide the below information in the email and send it to our customer service mail to initiate the after-sales process.
    1. Order number
    2. Screenshot of the item you should have received in the live stream (if you have)
    3. An unboxing video
    4. Pictures of the broken item

In order to maintain the integrity of the mystery box (blind box), Please kindly understand that we ONLY accept returns for FAULTY or DAMAGED reasons. We do not accept returns for items due to a change of mind or not getting the target in Blind Box products.

 

7-day Return CONDITIONS:

Please kindly understand that we ONLY accept returns for FAULTY or DAMAGED reasons. 

We will evaluate the photos and make a decision. If the damage qualifies for an exchange, we'll be happy to exchange it for a non-damaged item if one is available. If a replacement is not available, we will offer a return or refund. For information security, please kindly contact us with the email that you used to place the order. contact email: contact@toybeta.com.

To be eligible for a return, it must be within 7 days of delivery and your item must be in the same condition you received it, unworn or unused, with tags, and in its original packaging. If the returned item is not in the acceptable condition it will be refused acceptance. 

Return Fee: We cover return or exchange costs only for incorrectly sent items. 

How to Return:

To start a return, you can contact us at: contact@toybeta.com. Items sent back to us without first requesting a return will not be accepted.

You need to provide:

1. unboxing packaging video for your order
2. order record/order number
3. picture of damaged package or products
4. screenshot for the order during live streaming (if your order was unboxed in the livestream)
5. what you are missing from the mentioned order package

-We will respond quickly (please allow 1 to 3 business days for processing) with instructions on how to return items from your order, and the returns address will be provided by mail after the application is submitted.

-Please inform us of the tracking number, and please write your Order Number and your Full Name on the returned package.

Damages and Issues

1. If your order was unboxed during the livestream, we will repack and reinforce the protection of the package (including the figure inside the blind box). If the item experiences minor damage such as loose parts or slight breakage during transit, we do not provide compensation for damages that can be repaired with glue.

2. If the items are seriously damaged, please provide an unboxing video to our customer service. We will then determine the level of damage and provide compensation accordingly. However, please note that most of the issues are caused by the logistics company and we may not be able to offer full compensation for damaged items.

3. For blind box orders shipped in their original sealed boxes and not unboxed during the livestream, we'll add more protection to the outer packaging. We do not compensate for any damage during logistics since we're unable to open the blind boxes and double-protect the figures inside the blind boxes.

Please note that all sales are final. The majority of the figures we sell are made in limited runs, and are often hand-painted or hand-assembled. It is common for this type of product to have slight imperfections. Toybeta will not be held fully responsible for any defects in the product or packaging. 

Package Not Received

Wrong Address. If a package is not received due to a wrong address provided by the customer, as a result of which the carrier is unable to deliver the package, and the package is ultimately returned to the third-party logistics warehouse, Toybeta will not refund or resend the order.

Package is delievered but not received. In case the package shows as 'delivered' but you did not receive it, we recommend that you check several places, including your front door, back door, garage or porch, inside your mailbox, at your apartment package storage location, and at your neighbor's house.

If you are unable to locate your package and it has been more than 24 hours since it was marked as 'delivered', you can contact your local shipping provider and provide them with the tracking number of the package. You can then submit a Missing Mail Search Request. Another way to locate your package is to visit the post office and ask them to retrieve the GPS coordinates for where the package was scanned as delivered.

Once the package has been delivered to the address linked to the order, we cannot provide after-sales service for any packages that are stolen or damaged thereafter.

Process Time of Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. 

But it will take another processing time for your payment bank to deal with the refund. If you have any questions about when you will receive the refund, please contact your bank for further details.

Change or Cancel Order

If you want to modify your order or cancel it, please contact us within 24 hours of placing the order. We will deal with it once we receive your message. Please contact us at contact@toybeta.com. Please note orders that have been sent out cannot be modified or canceled.