Order Cancellation
Due to the handmade and made-to-order nature of all JoyTopia products, cancellation and refunds are not supported after an order is placed. Once your order is submitted, we immediately begin the crafting process. Please confirm your selection and address before placing your order.
Returns / Refunds / Exchanges
Returns and exchanges are only accepted under these specific circumstances:
Incorrect or Defective Item Received:
- If you receive an incorrect product or your item is significantly damaged or defective (excluding minor, handmade variations in color, shape, or texture), please contact us at support@joytopiatoy.com within 24 hours of receiving your package.
- A complete, unedited unboxing video and clear photos must be provided as evidence. Without a valid unboxing video, no after-sales service will be processed.
If confirmed, we will either reship the correct product to you free of charge (with upgraded shipping if available) or, if the item is out of stock, issue a full refund or offer a gift card with added value.
No Return Needed for Defects/Wrong Items:
- For confirmed cases of incorrect or defective items, we generally do not require you to return the flawed product. Our goal is to resolve your issue as conveniently as possible.
Returns Not Supported for Personal Reasons:
- Due to the handmade nature of our products, returns or exchanges due to personal preference, change of mind, or buyer’s remorse are not supported.
All sales are final unless the product is proven to be wrong or defective as described above.
Return Procedure
- Authorization Required: Returns will not be accepted without prior approval.
- Shipping Costs: If a return is exceptionally approved (for example, under special agreement), shipping is at the customer’s expense, and products must be in original, unopened, and unused condition with original packaging. You must provide a valid tracking number for any return shipment.
- Return Label: In extremely rare cases and only for confirmed defects, we may provide a pre-paid return label, but this is at our sole discretion.
Special Product Notes
- Gift cards, discounted items, and blind box (mystery box) products are non-refundable and non-returnable.
- Free gifts cannot be exchanged or refunded.
- All products are handmade. Minor differences in color, shape, or texture are natural and not valid grounds for return or refund.
Important Reminders
- Proof Required: All after-sales requests must be supported by a complete, unedited unboxing video.
- Contact Window: You must contact us within 24 hours of receipt for any claims regarding incorrect, defective, or damaged items.
- No Responsibility for Unauthorized Returns: Any items returned without approval will not be processed or refunded, and the sender assumes all risk.
- Shipping Fees Non-Refundable: Shipping fees (including for expedited or upgraded shipping) are non-refundable.
Late or Missing Refunds
If your refund has not appeared after notification:
- Check your payment account and bank.
- Contact your credit card provider (processing times can vary).
