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Returns

Return & Exchange 
We will accept the return of merchandise that was purchased from Firefox Toys, LLC or its dealers within 30 days of receipt of shipment. Only one exchange per item purchased is allowed.

 

Customer must obtain a Return Merchandise Authorization (RMA) number before shipping merchandise back to us. We cannot be held responsible for shipments that are returned to us without an RMA number. All returns must be accompanied by an RMA number (NO EXCEPTIONS).

 

To obtain an RMA number, please call us at (850) 765-8210 Monday–Friday, 9:00 a.m. to 5:00 p.m. EST (closed on major US holidays).

 

Customers must agree to the following in order to ship merchandise back to us: 
1)   Return shipping is the responsibility of the customer.
2)   We recommend that you obtain a return tracking number. 
3)   We are NOT responsible for lost packages.
4)   We DO NOT reimburse return shipping costs or refund shipping costs.
5)   The merchandise MUST BE in unused condition AND in its original packaging (cannot be glued or tampered with in any fashion).
6)   Return a copy of your invoice and a brief description of the reasons for the return or exchange.
7)   All returns are subject to 15% restocking fee. That is mostly to cover the free shipping offered to the customer and handling.

The Refund:

The refund will be provided on the same form of payment as the original purchase. A refund will be processed within 5 days of receipt of the item.

 

Required Verification Information
to help protect the customer from fraud, the customer will be contacted via e-mail and phone for verification information. This may include a copy of ID (covering all displayed information except first/last name) AND credit card (covering all displayed information except last 4 digits of credit card number and first/last name) OR a 6-digit approval number assigned by credit card issuer for every purchase. After being contacted by Firefox Toys, LLC the customer will have 10 days to respond with the verification information.

 

Verification of Orders
As a web-based company we understand the need and importance of security. Orders may be placed on hold pending verification of information. If an order is placed on hold, the customer will be contacted for the required information. After being contacted by Firefox Toys, LLC the customer will have 10 days to respond with the verification information. Once the information is received, the order will be released.

 

 

Missing / Received Wrong Item in Order
Please contact the Customer Service Department immediately through our 
Online Customer Service System upon receiving your order or call customer support at (850) 765-8210 Monday – Friday, 9:00 a.m. to 5:00 p.m. EST (closed on major US holidays).