Shipping Policy
Customer Support for Shipping Inquiries: For questions about your order status, tracking information, or delivery issues, please send an email to our customer support mailbox — we will respond within 24 hours. You can also use the tracking number provided in your shipment notification email to check the real-time location of your package.
1. Shipping Destinations
[Please fill in according to your actual situation, e.g., "We currently ship to all 50 U.S. states, Puerto Rico, U.S. Virgin Islands, and APO/FPO addresses."]
- Mainland U.S.: No shipping restrictions — we deliver kids’ toys to every zip code, including rural areas (via specialized toy couriers for bulk orders).
- Alaska & Hawaii: Full delivery coverage for all products, with a $19.99 surcharge applied to each order to cover additional freight costs for bulky items (e.g., large building block sets).
- U.S. Territories (Puerto Rico, U.S. Virgin Islands, etc.): A $29.99 surcharge applies to each order to cover extra logistics and customs processing fees.
- APO/FPO Addresses: We ship via USPS Priority Mail to military addresses worldwide — delivery times may vary depending on the destination.
- PO Boxes: All our products (including small building block sets, early education machines, and mystery boxes) can be shipped to PO Boxes via USPS.
2. Shipping Costs & Free Shipping Eligibility
Shipping fees are based on the total order value and product size/weight. The following are standard shipping rates for mainland U.S. addresses (surcharges apply for Alaska, Hawaii, and U.S. territories):
Standard Shipping
| Product Category | Order Under $50 | Order $50–$99 | Order Over $100 |
|---|---|---|---|
| Mystery Box | $5.99 flat fee | $3.99 flat fee | Free |
| Building Block Set (under 50 pieces) | $7.99 flat fee | $4.99 flat fee | Free |
| Building Block Set (50–200 pieces) | $10.99 flat fee | $7.99 flat fee | Free |
| Early Education Machine | $12.99 flat fee | $8.99 flat fee | Free |
Free standard shipping is automatically applied at checkout when your order total exceeds $100 — no coupon code is required. This is perfect for customers purchasing a building block set and an early education machine together, or a bulk order of mystery boxes for party favors.
Express Shipping
- Small Items (Mystery Boxes, Small Building Block Sets): $14.99 flat fee, with delivery within 2–3 business days for mainland U.S. addresses.
- Large Items (Large Building Block Sets, Early Education Machines): $19.99 flat fee, with delivery within 2–3 business days for mainland U.S. addresses.
- Alaska/Hawaii & U.S. Territories: Express shipping is available for an additional $14.99 surcharge, with delivery within 5–7 business days.
Extra Fees for Special Services
- Signature Confirmation: Add $2.99 at checkout to require a signature upon delivery — this is recommended for high-value items such as bilingual early education machines or large STEM building block sets.
- Gift Wrapping: Add $4.99 per item for colorful, kid-friendly gift wrapping (available for all products) — perfect for birthday or holiday gifts. We also include a personalized greeting card (optional) with your message.
3. Delivery Timelines
We process orders Monday to Friday, 9:00 AM to 5:00 PM [Please fill in your time zone, e.g., PT] — orders placed after 3:00 PM on weekdays or on weekends/holidays will be processed on the next business day. U.S. holidays include Christmas, Thanksgiving, Independence Day, and New Year's Day.
Standard Shipping Timelines
| Product Category | Local (≤50km) | Mainland U.S. | Alaska/Hawaii | U.S. Territories | APO/FPO |
|---|---|---|---|---|---|
| Mystery Box | 1–2 business days | 2–4 business days | 7–10 business days | 10–14 business days | 10–21 business days |
| Building Block Set | 1–2 business days | 2–4 business days | 7–10 business days | 10–14 business days | 10–21 business days |
| Early Education Machine | 1–2 business days | 2–4 business days | 7–10 business days | 10–14 business days | 10–21 business days |
Key Notes on Delivery Timelines
- Custom Products: Personalized building block sets or custom-themed mystery boxes require 3–5 business days for production before shipping — we will confirm the exact shipping date with you at checkout.
- Peak Seasons: During peak toy shopping seasons (December holiday season, back-to-school season in August), order processing and delivery may take 1–2 additional business days due to high order volume. We recommend placing your order 2 weeks in advance if you need the toy for a specific event (e.g., birthday party, holiday gift).
4. Delivery Tracking & Notifications
We will keep you informed of your order's status at every step of the shipping process:
- Order Confirmation Email: Sent immediately after you place your order, containing your order number and estimated shipping date.
- Shipment Notification Email: Sent once your order has been shipped, containing a tracking number and a link to track your package's real-time location (via the courier's website, such as USPS, FedEx, or our specialized toy delivery partner). The email will also include the estimated delivery window (e.g., "Expected delivery: Wednesday, 10:00 AM–4:00 PM").
- Delivery Alert: The courier will send you a text message or email notification when your package is out for delivery (this service is optional — you can opt in via the courier's website using your tracking number). For bulk orders, the courier will contact you 24 hours in advance to confirm the delivery time.
If you lose your tracking number, please send an email to our customer support team with your order number, and we will resend the tracking information to you within 1 hour.
5. Packaging & Product Protection
Our packaging is designed to protect your kids’ toys during transit and keep them in perfect condition, with extra care taken to prevent damage to small pieces and electronic components:
- Mystery Boxes: Wrapped in colorful, sturdy cardboard with a secure seal to maintain the "mystery" element. Inside, items are wrapped in bubble wrap to prevent damage.
- Building Block Sets: Packed in a reinforced cardboard box with foam padding around the edges to prevent crushing. Small pieces are sealed in plastic bags to avoid loss during shipping.
- Early Education Machines: Wrapped in bubble wrap and placed in a padded box to protect the screen and buttons from scratches and impacts. Chargers and user manuals are packed in a separate compartment inside the box.
- Custom Products: Personalized building block sets or custom-themed mystery boxes are wrapped in tissue paper before being placed in packaging, adding an extra layer of protection for custom details.
Every order includes a product care guide with detailed instructions on cleaning, assembling, and maintaining your kids’ toys.
6. Handling Shipping Issues
We resolve 99% of shipping issues within 2 business days. Here's how to handle common shipping problems:
6.1 Delayed Deliveries
If your package is not delivered within the estimated timeline (e.g., a mystery box shipped via standard shipping to mainland U.S. takes more than 5 business days to arrive):
- Check the tracking link — the courier may have noted a delay reason (e.g., "package held at sorting facility due to high holiday volume," "weather-related delay").
- If there is no update for 48 hours, send an email to our customer support team, and we will contact the courier directly to escalate the issue.
- Compensation: For delays of more than 3 business days beyond the estimated delivery date, we will offer you a $5 store credit (valid for 6 months) or a free small toy accessory (e.g., a building block mini-figure, a sticker pack) as a gesture of apology.
6.2 Damaged Items
If your product arrives damaged (e.g., a crushed building block box, a scratched early education machine screen, a torn mystery box seal):
- Document the Damage: Take clear photos or videos of the damaged product, the original packaging, and the courier's delivery receipt (if you noted the damage at the time of delivery).
- Report Within 48 Hours: Send an email to our customer support team with your order number, photos/videos, and a description of the damage.
-
Resolution: We will offer one of the following solutions at your choice:
- Ship a replacement product or parts to you via expedited shipping free of charge within 3–5 business days (e.g., a new building block set, a replacement screen for your machine).
- Provide a pre-paid return shipping label and issue a full refund to your original payment method.
6.3 Missing Items
If part of your order is missing (e.g., building block pieces, early education machine charger, mystery box items):
- Check the packaging thoroughly — small items are often tucked in the corners of the box or in a separate plastic bag.
- If the item is truly missing, send an email to our customer support team within 7 days of delivery with your order number and a list of missing items.
- We will ship the missing items to you via USPS First Class Mail free of charge within 24 hours — no need to return the received products.
6.4 Wrong Address Deliveries
If you entered an incorrect shipping address at checkout:
- Before Shipping: Send an email to our customer support team immediately — we can update the address if the order has not yet left our warehouse (90% of such requests are approved).
- After Shipping: We will work with the courier to redirect the package — a redirection fee of $15 applies for mainland U.S. addresses, and $25 for Alaska/Hawaii addresses. If redirection is not possible, we will send a replacement order, and you will only need to pay 50% of the product price (we cover the shipping fee)