We understand that ordering merchandise online may be challenging at times, and for whatever reason, you may not be satsfied with your order. We are willing to assist you with returning your order if it meets the following criteria:
Unopened items:
We accept returns of unopened merchandise. These items must be returned in their original condition with packaging intact. Unfortunately a 10% restocking fee is acessed. These items must be returned with 30 days of receipt of your order. Please note that we do not refund shipping costs.
Recieved the wrong item
Sometimes, although rarely, you may recieve the wrong merchandise. We accept full responsiblity for the mistake and would arrange for the return of your item to us for exchange or refund. Please contact us via email to arrange the return.
Defective items
If you receive an item that has a manufacturer defect we are happy to ship a replacement. Please contact us within 7 days of receiving your order. We will cover all shipping fees to and from your location for these defective items. Defective items may only be exchanged for the same item.
Undeliverable or Refused shipments
Any order returned to us marked undelivereable of refused etc, is subject to a 35% restocking fee. Tough Nerd Toys is not responsible for lost or misdirected orders due to customer error at checkout (inputting the wrong address). Please ensure that you type the correct shipping address at checkout.
Sale Items
Please be aware that all items ordered on sale, clearance, or from the TNT Secret Chest are FINAL. We do not accept returns for these items.
RETURNS PROCEDURE
- ALL requests for returns must be submitted via email. We do not accept cancellations by phone. All returns must be documented for future reference.
- Please contact us at returns@toughnerdtoys.com to request a Return Merchandise Authorization (RMA). This number must be written on the outside of your returned package. Returns without a RMA # will be refused.
- Please allow 7-10 business days for processing your return.
- International customers must return the merchandise to us before any refunds or credit will be given for either the product or the return shipping fees.
