FAQ´s (Frequently Asked Questions)
All our items are NEW - Direct from the manufacuter
|Placing an Order||Shipping|
|How do I add products to my order?||How much does shipping cost?|
|How do I place an order?||What are my shipping options?|
|Can I place my order by phone?||How long will it take to receive my order?|
|Payment Questions||Do you ship internationally?|
|Is it safe to use my credit card online?|
|What credit cards do you accept?||Out of Stock Items|
|Are there other payment options?||Can I order Out of Stock Items?|
|Do I have to pay sales tax?||Returns & Exchanges|
|Do you offer bulk discounts?||How do I return an item?|
|What are your pricing limits and policy?||How do I exchange an item?|
|Order Tracking||I have not received a credit yet. Why?|
|How do I track my order?||Technical Issues|
|My package has not arrived, now what?||Having problems checking out?|
|Order Changes||Are you receiving an error message?|
|Can I change or cancel a placed order?||Website Accuracy Statement|
|Coupons & Catalogs||Website Accuracy Comments|
|What is a coupon code?|
|How do I use a coupon code?|
|Do you have a catalog?|
How do I add products to my order?
Adding items to your shopping cart is as easy as a click. Search for products using our search field in the upper left hand corner of every page or by the navigational links at the left hand side of the page. When you find an item you like, just click the "Add to Cart" button. You can continue to shop and all items will be kept in a virtual shopping cart which will be displayed after you click you the "Add to Cart". You can also change your item quantities at this time.
How do I place an order?
Orders can be placed via our secure website 7 days a week, 24 hours a day. We offer a very secure, quick and easy way of submitting your order. When you have filled your shopping cart with all the items you wish to purchase, click on the "View Cart" link on the right side of the page. Verify that the items and quantities you see in your shopping cart are correct. Then press the "Checkout" button. Follow the steps through the checkout process. When you click the final "Submit Order" button please click it only once. As soon as you have clicked that button, the order is transmitted to us. Changes to your order may or may not be possible after placement, so please verify all information in your order is correct at the final checkout page. When you have completed your order and submitted payment securely through our website, an Order Confirmation # will be displayed on the screen. Please print the screen for your records. An e-mail will also be automaticallly sent to your e-mail address confirming your order.
Can I place my order by phone?
Our website uses the highest levels of security to guarantee a safe and secure online transaction. If you are still uncomfortable ordering online, you may contact us at 321-557-4215 from 9am to 5pm Eastern Time, Monday through Friday.
Is it safe to use my credit card online?
SchleichToyStore.com takes every precaution to protect its customers' information. When you submit sensitive information via our website, your information is protected both online and offline. When our order form asks you to enter sensitive information (such as your name, address, credit card number), that information is encrypted and is protected with the best security encryption software currently available in the industry - Secure Sockets Layer protocol (SSL) with an encryption key length of 256-bits (the highest level of security commercially available). If you have any questions or concerns about SchleichToyStore.com's security practices, you can contact us via e-mail. You can also verify our identity through "Trustwave" by clicking the "Trustwave-Seal" on the right side of the checkout page.
What credit cards do you accept?
We accept Mastercard, Visa, and Discover.
Are there other payment options?
Sorry, not at this time.
Do I have to pay sales tax?
Sales tax will only be assessed for orders that are shipped within the state of Florida in accordance with state law. All other states and countries are tax-exempt.
Do you offer bulk discounts?
Typically no - we try an keep our low prices the same for everyone. If this is an unusual circustance, such as "I need 30 of the exact same item!", drop us an email. This would have to be a special order and we might be able to do something for you.
What are your pricing limits and policy?
We always keep our prices consistently low to everyone. Some of our competitors may offer a lower price on a specific item but then play games and overcharge you on another item, or raise the shipping rates to cover the costs. We are not going to play games with you. Your time (along with ours) is too valuable. We strive for fair prices, consistent product quality, and prompt shipping, with courteous, honest, and respectful treatment to you, our customer.
Our credit card processor will not process orders over $500. If you anticipate your order will be over $500, please contact us for futher assistance.
How do I track my order?
Once your order is shipped you should receive an email with your tracking number and a clickable link to your shipment on the USPS website. Sometimes the tracking email may be automatically sent to your SPAM folder, so be sure to check there, too. You may also click the "Order Taracking" link at the top of the page.
My package has not arrived yet, what should I do?
We try our best to get your orders out to you as quickly as possible. The USPS requires at least 7 business days before they will attempt to track a lost package. Mis-directed parcels are typically returned to us. Please verify your shipping address on your order sheet. Call or Email us for a status update. Please include your order #, name, and telephone number in your email and we will attempt to locate the parcel. Please keep in mind the processing time (usually 1-3 days) plus the shipment time (anywhere from 1-5 days depending on the ship to location and the shipment method) will reflect the total lead time before your order arrives. Incidentally, none of our shipments have ever been lost by the USPS, they have always turned up.
Can I change or cancel an order once it has been placed?
If you find that you need to change or cancel an order, please contact us ASAP. We will make every effort to accomodate the request, however, many times we process and ship orders so quickly (some items can ship the same day) that it is not possible to cancel or amend your order. In that case, you will have to return your order to us following our return policy and procedure. It is in our customers' interest that we process the orders and ship as quickly as possible.
How much does shipping cost?
Calculating shipping is very simple. Add all the items you want to your shopping cart. When you are at the shopping cart page, you will see an area below the cart contents where can see your Total Order Cost. This is a real time shipping estimate provided by us and will reflect the amount charged upon checkout. You can also review shipping costs on our Shipping Rates page.
What are my shipping options?
We ship "Parcel Post" as the standard method via Unites States Postal Service. We also offer "Priority" from the USPS as an upgraded option.
How long will it take to receive my order?
Most of our items usually ship out within 1-3 business days unless it is listed as "out of stock". Your shipping transit times vary according to location. Orders from the west coast have been averaging about a week. If you are in a time crunch and need your item in a specific timeframe, please call or email us. Rush/Priority Orders are typically shipped within 24 hours.
Do you ship internationally?
Yes, and we will be adding more countries shortly. Please check our Shipping Rates Page, at the bottom, see the countries we ship to, and select your country to get your rate.
When ordering, you select your country on the "View Cart" page. Just use the International Checkout Option. (You must place items in your cart before you will have the option of an International Checkout.) Select your country and proceed, your costs will be automatically calculated before you place your order. Click "View Cart" again if you need to make modifications to your cart to add or remove items. International orders generally take longer to receive and will depond on your counrty.
Can I order Out of Stock Items?
If an item is listed as being backordered or out of stock, you cannot order it. Please email us and we let you know when that item becomes available.
How do I return an item?
At the Schleich Toy Store, we stand by the quality of our products. To keep our customers satisfied, returns are a simple and easy process. If after receiving your order you are not satisfied with the product, simply call or email us to request a return authorization within 30 days. Once your return has been approved, you may return the item for a refund, replacement or exchange less shipping and restocking charges. We will accept authorized and approved returns as long as the items are unused and in the original packaging. If items are returned unused and in the original packaging we may at our discretion remove the restocking fees. Returned merchandise must be received within 15 days from the date the return approval was given. Returns received without authorization or that are received more than 15 days after the return authorization date may be refused. Please call us at 321- 557-4215 or email us at email@example.com so we may help you. Happy customers are important because we want you to come and shop with us again.
Please see our Returns Policy Page.
**Please inspect all merchandise upon receipt!!! If an order needs to be returned due to damage in shipping or an error made on our part, we need to be contacted within 3 business days of receipt of the merchandise to obtain a return authorization so that we can immediately file a damage claim with the shipper. If the order needs to be returned due to an error on our part, we are responsible for the costs.
Damages/Shortages- All claims for shortages or damaged items must be made within 7 days of receipt of goods. Call or email us as our inventory control methods will likely show the items in stock. While we will happily cover replacement of the item(s) via the same shipping method as the original order, we are not responsible for covering expedited shipping costs if the replacement request comes more than 3 days after you have received your merchandise.
How do I exchange an item?
Please contact us via e-mail for questions regarding exchanges or to receive an RMA # authorization. An additional shipping fee will apply for all exchanges plus any restocking fees for the returned product if applicable. Absolutely no refunds or exchanges will be given after 30 days of receipt of goods.
I have sent in a return but have not received a credit yet, why?
Returns are processed within 10-15 days from when we receive your authorized return and should then be posted to your account according to your credit card company's policies.
Having problems checking out?
If you are having problems checking out, please call us or contact us via e-mail and we will try to assist you with the transaction. We may need to call you to take your order over the phone if you are still experiencing problems.
I received an error message...
If you received an error message during your transaction, don't panic. Just call or e-mail us and we will take care of it for you. If you received an error while submitting your order, do not try to submit it again. Contact us to verify whether the order went through before attempting to submit it again so that a duplicate order is not processed.
What is a coupon code?
At times we offer special discounts for new or our regular customers via emails, newsletters or other websites to reward them for their continuing business. Such discounts come in the form of a coupon code that can be redeemed at checkout. Only one coupon code may be used per order (coupons cannot be stacked) and they must be used either online or over the phone at the time the order is placed - coupons cannot be redeemed after the fact on orders already submitted.
How do I use a coupon code?
Towards the end of your checkout process there is a comment box. Simply enter your coupon code in the commet box. If it is a valid coupon code, the discount will be applied to your order total once the order is ready for shipment. It will not reflect on the order screen.
Is there a print catalog?
At this time the Schleich Toy Store does not have a print catalog. However, a small "Schleich" catalog will be placed in with most orders. This catalog shows most the current Schleich models.
Website Accuracy Statement
While SchleichToyStore.com makes every reasonable effort to present accurate information on this Website, the information here may sometimes contain typographical errors or inaccuracies and may not be complete or current. We reserve the right to correct any errors, inaccuracies or omissions and to change or update information at any time without prior notice to you (including after you have submitted an order). Such errors, inaccuracies or omissions may relate to product description, pricing and availability. We also reserve the right to limit quantities (including after you have submitted an order). We apologize for any inconvenience this may cause you.