Shipping and Return Policy
Holiday Return Policy
Any product(s) sold during the Holiday shopping season (between November 1st until December 31st) will be eligible for return and/or warrantied until January 25th, or 30 days from the original date of purchase (whichever is later), unless otherwise noted.
Merchandise Return Procedure
You must obtain a Return Authorization Number before returning a product. Returns without a Return Authorization number will result in the product being rejected at the door. You may return most new, unopened items within 30 days of delivery for a refund. We will pay the return shipping costs if the return is a result of our error (you received an incorrect item, etc). Return packages must be packed to shipping standards and a photo provided beforehand in order for return shipment insurance to be valid.
Please do not use tuck tape, masking tape, duct tape, magic marker or pen on packages being returned. Clear packing tape is acceptable to seal your package. If any of these materials are used on the packaging of your returned item, a 15% re-boxing fee will be deducted from your refund.
Please note that online orders cannot be returned in store.
Baby Products
Due to nature of these products, the following Baby products are final sale only and not eligible for return:
- Car Seats and Car Bases
- Travel Systems (Strollers, Car Seats, Wagons, etc)
- Baby Furniture
- Mattresses and Mattress Covers
- Teethers and Pacifiers
- Bathing Items
- Bathroom Items
- Feeding Items
- Training Underwear
- Potties and Toilet Seat Trainers
- Breast Pumps and Accessories
- Personal Care Products
- Thermometers
- Baby Swings
- Baby Monitors
Returns on Orders with Free Shipping
Returns do not include free shipping – return shipping rates are calculated by the freight or courier company. If an order is canceled once in transit, it is considered a return, and the customer is responsible for any applicable return shipping costs. The cost of the return shipping will be deducted from your refund. We will pay the return shipping costs only if the return is a result of our error (you received an incorrect item, etc).
Please Note:
- All Items Listed, Described and/or Sold as "Open Box" are Final Sale *(unless missing parts or defective)
- Products returned in poor condition are subject to a re-boxing fee of 15%
- Due to the nature of the product, all trading card game products (Pokemon, Magic the Gathering, etc) are final sale only
You should expect to receive your refund within two weeks of us receiving your package, but in many cases you will receive a refund sooner. A refund can only be sent back to the original payment method. If a customer no longer has access to that payment method, they need to contact their bank or other party responsible for the original payment method to claim the funds after a refund has been sent.
To Start a Return:
Email returns@jrtoycompany.ca and include the following:
- Order Number
- Name of product you wish to return
- Reason for return
- Pictures of the product in its original packaging
Damaged and Lost Items
All shipping damage must be reported within 14 days of original shipping date.
To Start a Lost/Damaged Item Claim:
Email customerservice@jrtoycompany.ca and include the following:
- Order Number
- Name of product that arrived damaged
- Tracking number on the damaged product
- Picture of all damage
Warranty Claims
Any product that does not have a manufacturer's warranty comes with a JR Toy Company 30 day warranty. All warranty periods are noted in the product description.
To Start a Claim:
Email customerservice@jrtoycompany.ca and include the following:
- Order Number
- Name of product
- Description of product issue
- Pictures of the issue are also helpful
JR Toy Company 30 Day Warranty Policy
The JR Toy Company 30 day warranty policy covers any manufacturing defects for a period of 30 days after you've received the product. This warranty does not include or cover wear and tear.
Should a product be defective upon arrival or fail within the first 30 days, the JR Toy Company returns department must be notified.
JR Toy Company does not provide warranty on any replacement products or for any reason product defect brought to our attention beyond the 30 days period described above.
If you have received a defective product and are within the warranty period, please contact us at customerservice@jrtoycompany.ca
Returns on In-Store Purchases
If you've made a purchase at our Burlington, Ontario, Canada retail store, those product(s) must be returned to our store location. Please ensure you have your original or gift receipt when coming to return your product(s).
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