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Unfortunately our NJ warehouse is shut due to COVID-19 so all orders will be sent express from the UK
We have a core crew working in isolated shifts to process orders from our UK warehouse
All phone lines and email channels are open as per usual
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We try to be good people here at Firetoys so we fully comply with the Federal Trade Commission's (FTC) regulations and, in fact, go well beyond their minimum standards.
You MUST contact us first before returning an item. This helps us process your return much more quickly. Sometimes it is not necessary to send the item back and we'll just ask for a photo before replacing or refunding your order.
Should we need you to return the item please enclose a covering letter containing your name and, VERY IMPORTANTLY, the address you would like the replacement shipped to, order ID, sales channel (i.e. Firetoys website, ebay or Amazon), reason for return, your email address and telephone number then pack up the item and take it to the post office. It is IMPORTANT that you get and keep hold of proof of postage because if the returned item gets lost in the post you will be responsible for it and we won't be able to replace or refund the item.
We have a “no questions asked” 60 day returns policy, meaning you can return any item within 60 days of you receiving it for any reason. The only thing we ask is that the item(s) are in an “as new” condition and complete with all packaging and components.
As long as the items are "as new" and the return is initiated within 60 days of receiving the items we will replace or refund the full price of the items.
Unless the item you receive is incorrect or faulty then you are responsible for the cost of returning the items to us. We recommend insuring the package for the appropriate amount. Please retain proof of postage - you are responsible for the returning item until it reaches us so if it gets lost in the post and you have no proof of postage we won't be able to refund or replace your order.
Please contact us before you return your item so we can advise on delivery. If you return a product to us that is not in an “as new” condition we reserve the right to return the product to you, or refund you with Firetoys credit vouchers instead of crediting your payment card.
Almost all of the products we stock are guaranteed to be free from manufacturing defects for one year. In the unlikely event of a product being defective or us sending you the wrong item please contact us to discuss the problem.
Depending on the nature of the problem we may or may not require the item to be returned to us. If we do need the item returned we will cover all return postage costs. Whether we refund or replace the item will also depend on the situation but rest assured that we will make things right.
Please be aware that aerial equipment has its own returns policy due to the increased safety considerations. To read the full details click here.
Firetoys Returns 20 Haypress Road, Suite 311 Cranbury NJ 08512
You are responsible for the item(s) until they reach us. Please retain proof of postage.
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