Special Policies for Pre-Orders

If you Pre-Order an item, please note that the inventory may not presently be in stock, in fact, it may still be in production.  Be aware that unanticipated issues can sometimes arise during production which could cause an item to be delayed or canceled if our production standards are not met. 

Pre-Ordered custom or special limited-edition items can still be canceled 5 calendar days after purchase, but after those 5 days have passed, you may not cancel your order.

Many factors beyond our ability to control can cause delivery windows to change, sometimes more than once.  Vital Toys will try it best to keep you up to date on these details when needed.  

Customers who have purchased a pre-order will receive an email with a delivery estimate for when the purchased item ships. However, we cannot control the delivery process, so we cannot guarantee the item will deliver during that estimated time frame.  To avoid disappointment, please anticipate that your order could arrive before or after the dates we’ve approximated.

Special Promotional Items and Discount Sale Policies

All Promotional Item Orders are a final sale (this includes any discounted promotions and other Special Promotional Events). Promotional Discounts or Special Promotional Pricing cannot be honored for a special sale or promotion period has ended. Only 1 discount can be applied to a particular Order, Discounts cannot be accumulated for single use.

Special Customs Rules for International Orders

To best avoid delays and reduce product costs to our customers that typically result from bulk shipping, added costs and double taxes, or interim stocking warehouse charges, Vital Toys ships directly from our manufacturer’s warehouse in Hong Kong to (with a few restrictions) anywhere in the world.   All shipped orders for delivery outside Hong Kong will typically incur customs, VAT, or similar import fees. These fees are unfortunately 100% out of our control!  We may not cover customs, VAT, or similar import values on any orders. For more information about the fees and taxes you can contact your local customs office! 

Like most international shipping customers, we are held to strict shipping laws and breaking those laws can result in us being banned from shipping to specific countries. For that reason, we are required to accurately list the retail value of the order. If you feel you have been overcharged on duties and taxes, you should file a claim with your local customs office; often this can be done online.

If you have not received your internationally shipped package after 45 days from your emailed notice of shipment, we can help you file a claim with our fulfillment provider and/or the postal carrier. Any questions about the location of your package, try contacting them directly by phone first.  If your shipment is sent or transferred via a regional or national postal system, we have found that waiting is often the best option, as tracking can be unreliable and it’s often better to wait. Your shipment will come eventually, but it might take some time.

Refused or Abandoned Order Policy

In the event in which the charges are not paid or the shipment is refused or abandoned, the shipment costs and customs duties will be deducted from the total order amount; the difference will be reimbursed to you once the item(s) are returned to us.  We ship to many different countries and shipment costs and customs duties will vary depending on the country.