Frequently asked questions:
What is your Return Policy? We have a 30 day money back guarantee.
We guarantee that you will be satisfied with your purchase or YOUR MONEY BACK! We will refund 100% of your purchase price (less shipping costs) for any reason within the first 30 days from the date of purchase. Your refund will be processed within 14 days from the time we receive your returned product, in the original unopened packaging. Return costs are the responsibility of the customer. (Please Note: Mixed open lots such as Doorables, Tsum Tsums, and Shopkins are exempt from being returned).
How quickly do your items ship out?
While we strive to get all in-stock orders shipped out the next day, sometimes we need an extra 1 or 2 days to get the orders fulfilled. (Please note: In addition to the Estimated Carrier shipping time you select there is also an additional Estimated processing time of 1-2 days and while we strive to get all in-stock orders shipped out the next day, sometimes we need a few extra days to get the orders fulfilled. We will notify you when your order has been sent.)
Are all of your products real and authentic?
All of the products listed on our website are 100% real and authentic. We only buy from authorized licensed distributors and from the original manufacturers.
How do I track my order?
If you are a registered customer you may log in to your account and review all of your order information, including tracking. All customers are sent a shipment confirmation by email with tracking information once the order is shipped.
You can track your order by entering the tracking number in the carrier website (USPS or UPS). Or you can track via the web using the link in the tracking email that is sent to you.
How Can I Protect My Package from Loss, Damage or Theft?
Knick Knack Toy Shack is proud to now partner with Route, the leader in package protection insurance. By selecting Route+ on the Cart page, your order will be protected from damage, loss,* or theft.
Once a checkout is complete and an order has been placed, Route Protection Insurance is non-refundable.
In the unfortunate case that your order never arrives or is damaged upon arrival, you can easily file a claim with Route and receive a replacement or refund. With an increase in reports of package theft, we strongly recommend that you choose Route+ package protection at on the cart page, especially if you live in an area where “porch piracy” is a problem.
* Filing a Claim with Route
- If your tracking number shows that your package was delivered, but you have not received it, you must allow 5 days after the “delivery date” before filing a claim for loss, and no later than 15 days from when it was marked delivered. Orders over $100 USD require a police report.
- Claims for packages presumed to be lost in transit (where the status is not "delivered") must be filed after 7 days (US/Canada) and 20 days (for international) and within 30 days from the last update checkpoint.
- Claims for damaged items with photos of the package and item (required) and no later than 15 days from when it was marked delivered.
When will Pre-Orders ship?
All pre-orders will have an expected ship date listed in the item description.
Do you ship globally?
Yes, we ship to Europe, Australia, Canada, Asia and many countries around the world.
How long does delivery take to the United Kingdom?
Non-holiday times takes approximately 5-7 days for first class shipping.
How long does delivery take to Australia?
Non-holiday times takes approximately 7-14 days for first class shipping.