FAQ

ORDERING FAQ

1MY ORDER HASN’T BEEN SHIPPED 7 BUSINESS DAYS AFTER PAYMENT.
MY ORDER HASN’T BEEN SHIPPED 7 BUSINESS DAYS AFTER PAYMENT. Please verify that your payment is confirmed and none of the items are back ordered or sold out. If the issue is still there then please contact us via email to service@vutoys.com.
2WHY WAS MY ORDER PARTIALLY SHIPPED?
There are three reasons why your order was partially shipped: We have different warehouses, we will not combine them together and will ship from the correct warehouse separately. The items are overweight and need to ship in different packages. The item is out of production or stock for a long while, we may ship the rest to you first. Usually in this case, we will send email to you. Please check your email and let us know you would change to other item or get the refund.
3WHY IS MY ORDER STILL IN THE PROCESSING STAGE SEVERAL DAYS AFTER ORDER COMPLETION?
If your order is still in the processing stage 48 hours after payment, it means that some items in your order are out of stock. We usually need 2-5 days to restock these items. If you still have concerns about your order, please contact us to check for you directly via Live Chat or email to service@vutoys.com.
4HOW DO I CANCEL MY ORDER?
If the order payment status is “Pending”, you can contact us to help you to change it to “Canceled” If the order has already been paid but is not shipped out yet, you can contact us to cancel the order and get a full refund. If the order has already been sent out, we cannot help you to cancel the order. You may choose to send back the unopened products after you've received them and we will refund the money upon our receipt of the returned item(s).
5MY ORDER IS NOT IN MY ACCOUNT.
There are two reasons why an order might not appear in your Order List. The payment system encountered an error when you placed the order; You placed your order as guest (without logging in to a account first). If you encounter any of the above situations, don’t worry. First, make sure that you have completed your payment by checking your PayPal account for the payment information. Then contact us by providing the transaction ID, invoice ID or your PayPal email address and our customer service center will resolve the issue.

SHIPPING FAQ

1HOW CAN I TRACE MY ORDER?
You can follow your order both during processing and after it has left our warehouse Processing: You can check the status in "My Orders" page in your account. Shipped: Once your order is shipped, you will receive an email from us. In this email, there is the tracking information for your packages as well as the website in which you can trace your order at. Tracking information is also available in your Order Details page.
2HOW DO I CHANGE MY DELIVERY ADDRESS?
Please contact us as soon as you realize you need to change the delivery address as once it is shipped we cannot change the address. Contact Customer Service ( or email to service@vutoys.com) Immediately!
3IS SHIPPING INCLUDED IN THE PRICES?
If products are marked "free shipping", then you will do not need to pay for shipping cost. Free shipping to the whole world. For products without "free shipping", Prices vary depending on product, location, shipping method and warehouse. You can check the cost on every product page. Ensure you have selected the correct shipping country in the "Ship to tab" at the top of the page. Choose shipping method after select the items Go to checkout. You will see the shipping cost:

SUPPORT FAQ

1AN ITEM WAS DAMAGED DURING SHIPPING.
If your item was damaged during shipping, you are eligible for a full refund. When requesting your refund, please be ready to provide Customer Service with graphs clearly showing the problem with the item and its courier number as soon as possible. Please also provide "Proof of Damage" documentation from your courier.
2ITEM IS NOT AS DESCRIBED.
If the items received are not the one you ordered or not as described, you can choose to keep the item at a discounted price or request a replacement or a full refund by contacting us at service@vutoys.com
3I RECEIVED AN INCORRECT ITEM.
Please contact us by telling the order number and the details you received. Our Customer Service team will respond to you within 24 hours. Once Customer Service confirms an item is incorrect, we will either refund you or dispatch an alternative item (if applicable and available). Tomtop will decide whether you need to return the wrong product or not and compensate the return shipping fee once when we receive it.
4HOW DO I RETURN AN ITEM?
Please contact our customer service via email to service@vutoys.com to help if we can solve the problem together first. In most cases, items can be returned within 45 days. Please contact us before returning the item, or we will refuse to deal with it.
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