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 us at: 877 945-3752. This number should only be used to place an order (not for Customer Service). The agent will not be able to assist you with an existing order.

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

Once you have logged in, if you would like to log out of your account, you must click the 'Log Out' link from the 'My Account' page on the site.

Forgotten Passwords

If you have forgotten your password, please enter your e-mail address on the 'My Account' page and it will be e-mailed to you. In the interest of your user security, you can only access your password by using the e-mail function.

Secure Online Ordering

The Wild Planet Toy Store is secure. You can place your order online 24 hours a day, 7 days a week.

Payment Methods

We accept the following methods of payment:

American Express
Visa
MasterCard
Discover
PayPal
Money Order or Credit Card Payment via Fax

Orders are authorized/charged at the time the order is placed. You can cancel an order for a refund prior to shipment by contacting Customer Service. For your security, credit card information is not stored in your store account. Credit card orders require that the billing address matches the address where your statements are sent. If not, your order will be declined when you submit your order. A $25 fee will be charged for each credit card chargeback. All orders that contain checks are subject to additional verification and will be held until for 10 business days or until the funds have cleared our bank account. All personal checks will be submitted electronically as an Electronic Funds Transfer based upon the information contained on your check. A $25 fee will be charged for NSF or CLOSED ACCOUNTS.

Orders outside the USA may require special verification. You will be contacted by Customer Service once your order is received if additional information is required.

Sales Tax

8.75% sales tax will be added to all purchases shipped to a California address.

Promotional Offers and Coupon Codes

From time to time, we offer special promotions and coupon codes. Coupon codes may not be applicable to certain products. If you receive a coupon code, you must enter it when prompted before submitting your order. Limit one coupon code per order. Coupon codes are not accepted for phone orders.

Where We Ship - International

Live outside the USA? We also ship to select countries. If your country isn't listed, we are unable to ship to you.

Shipping Information

Orders that include in stock items are usually shipped within three business days. Express orders (UPS Next Day and UPS 2-Day or 3-Day Air) usually ship the next business day. 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 (877) WILD-PLA for assistance.

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 standard orders, we ship via UPS Ground Service. A 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 will be shipped via United States Postal Service Priority Mail. Be sure to select the appropriate shipping option during checkout. UPS cannot ship to a PO Box so you must select the Priority Mail option or modify the ship to address.

Multiple Ship To Addresses

Each separate address (i.e., gift addresses) is considered a separate order. These orders must be placed separately.

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 bag and begin the checkout process. Once you have entered the shipping address and click the continue button, you'll be able to review the options and rates available for your order.

Shipping Status and Tracking

As soon as your order ships, you will receive a tracking number via e-mail. Gift shipments are also confirmed by e-mail to the billing e-mail address.

You can also obtain the tracking number for your order by visiting the Order Status section of our site. Tracking information is not available for International shipments.

Backorders and Special Orders

Backorders: Occasionally, due to high demand some toys may be temporarily out of stock. If an item is not available, click the wait list button and we will e-mail you once it is back in stock.

Special Orders: For products with limited availability we may accept advance special orders (items marked Special Order). This ensures you will receive the item. Should you decide to place a special order, payment is required at the time your order is placed as we are ordering the item for you. However, you can cancel your order anytime before it ships for a refund by contacting Customer Service. Special orders cannot be returned. See product description for more details.

Gift Orders and Electronic Gift Certificates

If you would like to send a gift order, please ensure that you select the appropriate gift option when adding the item an your bag. We offer several gift options including cards, bows and gift wrap service. If you would like a message included with the order, you'll have the option to enter it during the checkout process.

Don't know what to get? Let the recipient decide! Order one of our electronic gift certificates which can be applied towards any purchase here 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. 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.

Changing or Canceling an Order

Order changes or cancellations may be made if the order has not shipped. We are unable to cancel any orders placed during the period of December 16-21 as orders are sent to the warehouse immediately after 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 to us.

Adjustments to orders currently in process may be accommodated by contacting Customer Service.

Product Support

If you are experiencing a problem with a toy, please contact Customer Service for assistance.

If you have a question concerning a Wild Planet Toy or need replacement parts, please visit the online help center.

Order Errors, Missing Toys or Defective Products

If a product you receive is defective, not in the box or is the result of an error on the part of us, a replacement toy will be shipped at no additional cost. For missing or defective toys, we ship replacements via the carrier of our choice. No refunds will be made. 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.

In the unlikely event you received a defective toy, a replacement will be sent at no charge to you. For all other toy returns, the toy 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. 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.

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 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.

Thank you for your interest in Wild Planet! We appreciate your business.

www.shopwildplanet.com is an authorized retailer of Wild Planet toys.