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Store Policies

By placing on order on this site, you agree to abide by our store policies. You can place an order via phone 24 hours a day, 7 days a week by calling (877) 945-3752. This number should only be used to place orders and not for Customer Service. The agent will be unable to assist you with an existing order. Customer Service is handled online from our California office.

The following information should answer any questions you may have. If not, please contact Customer Service for assistance. We strive to respond to all online requests the same or next business day.

My Account

Creating an account is not required but is recommended. Customers with an account can easily create wish lists, rate and review products and check the status of all orders. Creating an account also makes placing future orders faster because we store your billing and shipping information. For your security, we do not store credit card information in your account profile or on our web servers.

Once you have logged in to your account, you can logout by clicking the 'Logout' button from the 'My Account' page.

Forgotten Passwords

If you have forgotten your password, enter your e-mail address on the 'My Account' page and your password will be e-mailed to you. You can only access your password by using the e-mail function.

Secure Online Ordering

shopwildpalnet.com is a secure online store. You can place your order online 24 hours a day, 7 days a week via our secure server.

Payment Methods

We accept the following methods of payment:

American Express
Visa
MasterCard
Discover
Debit and Gift Cards
PayPal
eChecks by PayPal (Your order will be held until the eCheck has cleared)
Purchase Orders (from Approved Institutions Only. Fax Purchase Order's to: 510 233-2510)

Orders are authorized at the time the order is placed. You may cancel an order for a full refund prior to shipment by contacting Customer Service. All debit/credit card orders require that the billing address matches the address on file by your bank. If not, your order will be declined when you submit your order. Funds from declined transactions may be held by your bank and we have no control over when the funds will be released.

We do not accept checks or money orders via mail. You must place your order online and use PayPal�s eCheck option should you wish to pay by check.

Orders outside the USA may require additional verification. You will be contacted by Customer Service once your order is received if additional information is required. For faster shipping we recommend PayPal.

Sales Tax (California Residents Only)

9.75% sales tax will be added to all purchases shipped to a California address. Sales or Use tax will not be charged for orders shipped to other states but you are required to pay the appropriate tax should your state require it.

Promotional Offers and Coupon Codes

From time to time, we offer special promotions and coupon codes. Coupon codes may not be applicable to certain toys. If you receive a coupon code, you must enter it when prompted before submitting your order. Limit one coupon code per order. Coupons have no cash value and cannot be used on prevoius orders.

Where We Ship (International Orders)

We ship to several countries. If your country isn't listed, we are unable to ship to you.

Shipping Information

Orders that include in stock items are usually ship the same or next business day. Express orders (UPS Next Day and UPS 2-Day or 3-Day Air) ship the same business day if received by 1:00 pm PST. We do not ship on weekends or holidays. UPS deliveries are made on business days only Monday through Friday, excluding holidays. If your order is urgent, please call the Order Desk for assistance at (877) 945-3752.

If we are unable to ship your order by the time stated, we will contact you. Note that inventory levels change rapidly and we apologize if an item you ordered is out of stock at the time your order is processed.

For most orders, we ship via the United States Postal Service (USPS) or UPS Ground Service. A delivery confirmation or tracking number will be e-mailed to you once your order has shipped. Shipments to Alaska, Hawaii, Puerto Rico or to a PO or APO/FPO Box ship via USPS. Be sure to select the appropriate shipping option during checkout. UPS cannot deliver to a PO Box so you must select the Priority Mail option or modify the ship to address. USPS Priority Mail packages are not guaranteed to arrive on a particular date.

Multiple Ship To Addresses

Each different address (i.e., gift addresses) is considered a separate order. These orders must be placed separately and do not qualify for Super Saver Shipping (unless each order is over $50).

Shipping Options and Rates - Products

Shipping rates are automatically calculated based upon weight and destination. To review available shipping options, add the products to your basket and click the Calucate Rates option. US orders over $50 may qualify for our Super Saver Shipping promotion. If your order qualifies for Super Saver shipping, restructions will apply. For example, we must ship your order to a street address (no PO Boxes) and your order may ship within two business days (instead of the same or next business day) depending upon our order volume.

Order Status and Tracking

As soon as your order has shipped, you will receive an update via e-mail. Gift shipments are also confirmed by e-mail but are only sent to the billing e-mail address.

You can obtain tracking information for your order by using the Order Status feature of our store. Tracking information is not available for International Priority Airmail shipments but is provided for Global Express shipments. During the peak holiday season, we recommend Global Express for all International orders.

Wait List Feature (Backorders)

Occasionally, due to high demand some toys may be temporarily out of stock. If an item is not available, click the "Notify Me" button and we will automatically e-mail you once the toy is back in stock.

Gift Orders and Gift Certificates

If you would like to send a gift order, please ensure that you select the appropriate gift option when adding the toy to your basket. We offer several gift options including a card and gift wrap service. If you would like a message included with the order, you will have the option to enter it during the checkout process. Messages entered without a gift option will print on the order packing slip.

Electronic gift certificates can be applied towards any purchase in our store. Once your payment has been verified, you will receive an e-mail message with an electronic gift certificate code. Simply copy and paste the code into a personal message and e-mail it directly to the recipient or select the option to have us mail a printed certificate. The recipient will be prompted to enter the code during the checkout process. Any unused balance can be applied towards a future order. Gift Certificates cannot be redeemed for cash. Gift Certificates may only be ordered by US customers and may require phone verification.

Changing or Canceling an Order

Order changes or cancellations can usually be made if the order has not shipped. We are unable to cancel any orders placed during the period of December 1st - 23rd as orders are sent to the warehouse immediately upon credit approval. If you don't want your order, refuse delivery and we'll issue a refund (less the original shipping charge) once the package has been returned back to us. Changes to orders currently in process may be accommodated by contacting Customer Service.

Product Support

If you have a question concerning a Wild Planet Toy or need replacement parts, please visit the Wild Planet Online Help Center for assistance.

Order Errors, Missing Toys or Defective Products

If a toy you receive is defective, missing from the box or is the result of our error, a replacement toy will be shipped at no additional cost. For missing or defective toys, we ship replacements via the carrier of our choice. Please contact Customer Service for assistance.

Our Return Policy

We want you to be satisfied when you make a purchase from our online store. Please take a few minutes to review our return policy. All toys must be returned in as new, unused and unopened condition.

Before any toy can be returned to us, you must request an RMA number online from Customer Service online. Requests for an RMA number must be made within 30 days from the date you received your order. Additional information including the return address will be provided to you once your request has been approved. By issuing you an RMA number, we assume that your return meets our guidelines. If possible, please include a copy of the original packing slip with your return.

All toys must be returned to us at your own expense. We recommend that you use a service such as UPS that provides a tracking number and includes insurance. In addition, we must receive your return within 30 days from the date the RMA number was issued. Otherwise, the package may be refused and returned to the sender.

Once we have received and approved your return, we will issue a credit back to the original payment method. The credit will be for the amount of the toy(s) less gift options, battery purchases, promotional discounts and/or coupon codes, kept/used toys and original shipping charges. If the order was a gift order, we can issue an electrontic gift certificate instead of a refund (just let us know when contactng us).

If you return a toy and you used a free shipping coupon code when you placed your order, the full original shipping charge will be deducted from the refund amount. If you return a toy and used our discounted Super Saver Shipping option, we will deduct the actual cost to ship your order from the refund amount.