FAQs

SHOPPING, ORDERING AND SHIPPING

  • How do I check the status of my order?

Log into your Account by clicking the icon on the top right corner of the webpage. Once you login, go to My Account icon on the top right and tap “Order History” to track your order and click Details to find order details.

  • How can I check if Order can be delivered to my PIN Code?

You can find out using the courier serviceability tool available on the product page. Please enter your area PIN code in the respective field under “Serviceability” to get the required information.

  • How orders are placed delivered to me?

All orders placed are dispatched through our courier partner Delhivery.

  • Does Toysrus India deliver products outside India?

No. At this point, we deliver products only within India.

  • How can I get my order delivered faster?

Sorry, currently we do not have any service available to expedite the order delivery. In the future, if we offer such a service and your area PINCODE is serviceable, it will be made available on our website.

  • What do I do if a partial item/partial order or an Untenanted/Void packet has been delivered?

Please contact us at customer.care@aceturtle.com or you can call us on 8951944518 within 48 hours of delivery failing, or the claim will not be entertained.

We request you to please make note of the below pointers after claiming delivery failure:

  1. Please do not use the item for which the claim is being raised.
  2. You may be required to share a short description of the case (A few questions will be asked to help us understand your grievance).
  3. You may be requested to share snapshots of the packet and other boxes (if any). Try to cover the sides that look tampered/damaged.
  4. The refund for prepaid/Cash on delivery orders will be done after the investigation.

You may not be eligible to get a refund in any of the following scenarios:

  1. If you fail to provide adequate information about your grievance.
  2. if you fail to provide snapshots of the packet and box (if any).
  3. If the delivered item was subject to pilferage, pilferage claims must be made the same day.
  4. You must not dispose of the packaging post-delivery. We might need to pick up the packaging for investigation at our end.
  5. You have used the item for which the claim was raised.

CANCELLATIONS & MODIFICATION

  • What is Toysrus India’s Cancellation Policy?

You can cancel an order until it is under packed status. As soon as the order is cancelled, we refund the amount paid for the order into the same Payment mode.

  • How do I cancel my Order?

You have to login to your account on www.toysrus.in and follow the steps:

  1. Click on “My Account” on the top right of your screen
  2. Select the “Order History” to view the items you want to cancel
  3. Click on the “Cancel” button located next to the individual item
  4. Confirm cancellation and your order has been cancelled
  • Can I modify the shipping address of my order after it has been placed?

Sorry, that is not possible as the details for the delivery have already been shared with our logistic partner. In such a scenario, you can always cancel your order before it has been packed and place a new order with a new address and mobile number.

  • When will I receive my refund?

Payments made via Credit Cards, Debit Cards, Net Banking, UPI, EMI or wallet, will be refunded in 7-10 working days from the time of order cancellation.

RETURNS

  • What is Toysrus India’s Return Policy? How does it work?

Toysrus India’s returns policy gives you the option to return items purchased for any reason within the specified return period (check the product details page for the same). We only ask that you don't use the product and preserve it in its original condition along with tags, and packaging. You are welcome to try on a product but please take adequate measures to preserve its condition.

  • How does return works?

PICK UP:
We offer a free pick-up service. You will see a pickup option when you submit a return request.
If you choose to return the item for reason of mismatch of size or receipt of a defective item, you will be refunded the full money. Please note that we do not have the option of exchanging products yet for the items purchased by you on the website.
During pick-up, our delivery agent may do a quality check on the returned item. If the picked-up product does not pass the quality check, we shall ship it back to you.

  • The following EXCEPTIONS and RULES apply to this Policy:
  1. All items to be returned must be unused and in their original condition with all original tags and packaging intact (e.g. jeans must be packed in the original jeans packaging)
  2. Toysrus will not be liable for the products returned by mistake. In circumstances where an extra or a different product is returned by mistake, Toysrus would not be accountable for the misplacement or replacement of the product and is not responsible for its delivery back to the User
  • To return a product to Toysrus India, please follow these steps:

You have to login to your account on www.toysrus.in and follow the steps:

  1. Go to “My Accounts” on the top right of your screen
  2. Click on “Order History”
  3. Create a Return Request and click on “Return” button
  4. Follow the instruction on the page and make a note of Return ID
  • How long would it take me to receive the refund of the returned product?

Payments made via Credit Cards, Debit Cards, Net Banking, UPI, EMI or wallet, will be refunded in 7-10 working days from the time of order cancellation.

  • How do I return multiple products from a single order?

You can select multiple Items that need to be returned from a single order. Go to Order History, select an Order, and then select the required items that need to be returned.

  • Does Toysrus India pick up the product I want to return from my location?

Yes, we provide product Pick-up facility.

SIGN UP AND LOGIN

How do I create an account on Toysrus India Website/Mobile Website? Please follow the below step to create an account:

  • a)Go to www.toysrus.in
  • b)On the top right corner of screen click on the profile icon and select “Login/Register”
  • c)Enter your mobile number, name and click Send OTP
  • d)Enter the OTP and click Verify
    • How do I login on Toysrus India?
  • a) Go to www.toysrus.in
  • b) On the top right corner of screen click on the profile icon and select “Login”
  • c)Enter your mobile number, name and click Send OTP
  • d)Enter the OTP and click Verify

    • Do I need to provide an email to create an account on the Toysrus India Website/Mobile Website?

    No. You can Login on Toysrus India via your mobile number

    PAYMENTS

    • How can I pay for my order at Toysrus India?

    You can make the payments by below mentioned options:

  • a) Credit Card
  • b) Debit Card
  • c) Net Banking
  • d) UPI
  • e) EMI
  • f) Wallet
  • g) Cash on Delivery
    • I am being charged a GST amount on my order. What is GST?

    GST is a single tax imposed on the supply of goods and services that is levied on every value addition (through production and services) and is added to a product's sale price. GST must be borne/paid by the consumer of the product or service. GST subsumes all other taxes like excise duty, VAT, entry tax k/m. etc

    • How is the GST amount decided?

    The following rules will govern whether additional GST will apply to the products purchased by you:

  • a) GST amount: the amount of GST collected from the customer depends on the rates as per applicable law for the product category, for example:
  • i. Apparel/Clothing: Max 12%
  • ii. Accessories/Other Categories: Max 28%
    • If I return/cancel the purchased product will the GST/VAT amount charged be refunded?

    Yes. If you return the product, the applicable GST amount will also be refunded into the payment source account selected at the time of return initiation. However, no refunds of GST shall be made in relation to the platform handling fee collected from the consumer

    • For Cash-on-Delivery orders, can I check the package before making a payment?

    Our courier partner will hand over the package to you only once the payment has been made. Please do not accept any package if it is tampered.

    • Can I pay using International Currency?

    Unfortunately, we accept payment only in Indian Rupees.

    • What if the amount got debited from my side but I did not receive an Order ID?

    We ensure that an Order ID is confirmed only once our bank receives the payment from your bank. Sometimes, due to unforeseen reasons, if the amount was debited from your side but not received by us yet, please send an email to customer.care@aceturtle.com or call us at 8951944518 .