Help/FAQs
Find answers from The Toy Network on frequently asked questions about shipping, order status, returns, product info and more!
Ordering
- What is the minimum amount for an online order?
- When do online orders get processed?
- What is the minimum amount for a phone order?
- How will I be able to track my order?
- Can I add items to an existing order?
- When can I pick up my order?
- What are international methods of payment?
- Will I be charged tax?
- What if I’m tax exempt or a reseller?
- When can I receive an invoice for my order?
- How do I reorder?
- What payment methods can I use?
Product Information
- How can I get more information on an item?
- What is a gross (GR)?
- What is a Dozen (DZ)?
- What does (TU) mean?
- How can I request the use of The Toy Network Images?
Shipping
- How long will it take to receive my order?
- What will be the shipping cost of my order?
- Do you ship products internationally?
- What will be the shipping cost of my order?
- Is rush delivery available?
- Can I ship to a P.O. Box?
- Can I have multiple shipping addresses in my online account?
Returns
Account Help
- How can I create a new login/account?
- Can I view my order history?
- How can I get a new password?
- I requested a new password , but haven't received one in my email.
- I have a new email address for my account, how do I change this?
- How do I request NET terms?
What is the minimum amount for an online order?
Our minimum order is $100.00. Any order under $100.00 is subject to a $10.00 service charge. Web orders will automatically include this charge into shipping charges
When do online orders get processed?
Online orders are processed within 2-3 business days.
What is the minimum amount for a phone order?
Our minimum order is $100.00. Any order under $100.00 is subject to a $10.00 service charge.
How will I be able to track my order?
Within 2-3 business days of placing an order you will receive conformation via email an appropriate tracking number and expected delivery date for your order. If you would like to track your order directly from UPS click here.
You can also contact UPS at 1-800-742-5877 or visit the UPS website at: www.ups.com.
Can I add items to an existing order?
You may not add to an existing order. You must place a separate order.
When can I pick up my order?
Pickup orders cannot be placed online. If you would like to place a pickup order please call 877-777-4661.
What are international methods of payment?
Order must be pre-paid with Pay Pal, Western Union or wire transfer.
Will I be charged tax?
In accordance with various state and local laws, The Toy Network is required to charge sales tax in certain states. The Toy Network does not benefit from the collection of sales taxes and all taxes collected are remitted to the appropriate taxing jurisdiction.
The Toy Network collects sales tax in:
Alabama, Arizona, Arkansas, California, Colorado, Connecticut, Washington D.C., Florida, Georgia, Hawaii, Idaho, Iowa, Illinois, Indiana, Kansas, Kentucky, Louisiana, Massachusetts, Maine, Maryland, Michigan, Minnesota, Mississippi, North Carolina, North Dakota, Nebraska, New Mexico, New Jersey, New York, Nevada, Ohio, Oklahoma, Pennsylvania, Rhode Island, South Carolina, South Dakota, Texas, Tennessee, Utah, Virginia, Vermont, Washington, Wisconsin, West Virginia, Wyoming
Taxes on your online order confirmation are estimated. Actual taxes charged will be calculated when your order is shipped and based on where the order is being shipped.
Purchases shipped to states that The Toy Network does not collect sales tax in may be subject to sales and use tax unless it is specifically exempt from taxation. Many states require purchasers to file a sales/use tax return annually and report taxable purchases that were not taxed. Contact your state’s Department of Revenue for more information regarding remittance of sales/use tax.
This policy is subject to change as state laws regarding sales tax continue to change. The Toy Network is committed to complying with state and local tax laws and will continue to monitor and update this policy as those laws change.
What if I’m tax exempt or a reseller?
In order to comply with the various state and local tax law requirements, we are required to retain in our files, a properly executed exemption certificate from all customers who claim a sales/use tax exemption. As a seller, if we do not have a properly completed certificate, we are obligated to collect the sales tax for the state in which the purchase was delivered.
If you qualify for tax exempt status, we need a copy of your tax exempt or resale certificate for the state your ordered is being shipped to.
Please send your tax-exempt certificate or resale certificate along with your customer number to:
Email: salestax@thetoynetwork.com
Fax: 919-576-1706
Mailing Address:
The Toy Network
Attn: Sales Tax
PO Box 9278
Fall River, MA 02720
Orders will be shipped and charged tax if we do not have a tax-exempt certificate on file. If you have a certificate and would like a credit for sales tax that was charged on an order that was already placed, please submit the certificate along with a copy of the invoice. Once the certificate has been approved, we will issue a credit for taxes collected on that invoice.
If you have any questions on our sales tax and exemption policies, please contact us at 877-777-4661.
When can I receive an invoice for my order?
Once the order is invoiced you may contact customer service and a copy can be emailed, faxed or mailed to you.
How do I reorder?
You can reorder an entire order. Login to your account, then go to the My Orders page under My Account. Click on the order number you wish to reorder, double check that you want to reorder that exact product and quantity, then click Reorder and continue the checkout process.
What payment methods can I use?
We accept Visa, Master Card and Discover. We also take PayPal payments, but not on our website.
How can I get more information on an item?
If you have a question on any product, please call customer service at 877-777-4661 or contact us and we will respond as soon as possible.
What is a gross (GR)?
One (1) gross = 144 pieces.
What is a Dozen (DZ)?
One (1) dozen = 12 pieces.
What does (TU) mean?
TU = tube.
How can I request the use of The Toy Network Images?
If you have a sales representative, please request images through him/her. If you do not have a sales rep please email your request to info@thetoynetwork.com where your request will be reviewed for approval. When requesting an image, please include your name, company, email, phone number and item number.
How long will it take to receive my order?
All orders are shipped from our warehouse in Fall River, Massachusetts. Please allow 2-3 business days after order completion for the processing of your order.
After your order has been processed, you will receive an email confirmation with corresponding tracking number and expected delivery date.
Tracking
You can track your order directly through UPS by visiting their website or calling 800-742-5877.
Estimated Standard Shipping Times
For destinations not shown on the map, please call Customer Service (877-777-4661) for freight quotes.
Rush Orders
Orders placed on-line are not available for rush delivery.
All orders must be placed over the phone (877-777-4661).
For destinations not included on the shipping map in the Shipping Times section, please call customer service for delivery and freight estimates.
Online orders are UPS Ground shipping only. Any express orders must be placed over the phone.
Note: For Alaska, Hawaii, Puerto Rico and Virgin Islands orders please call.
What will be the shipping cost of my order?
Orders over $250.00 qualify for FREE SHIPPING in the 48 contiguous U.S. states. Orders less than $250.00 will incur standard shipping and handling charges.
Do you ship products internationally?
We ship our products almost anywhere in the world. The actual cost of shipping depends on the weight and size of the boxes in your order. Duties and taxes are the responsibility of the customer when shipping to Canada and of the recipient when shipping to another country.
You can visit our web page and select the items you want. You can then select the shopping cart with your mouse and copy and paste it into an email or an MS Word document. Email a copy of the cart to info@thetoynetwork.com and customer service will reply with your total amount including shipping.
We accept wire transfers as a payment option, customers from overseas transfer money into our bank account and pre-pay the order before shipping. Please include a complete shipping address with contact information.
Is rush delivery available?
Orders placed online are not available for rush delivery. For rush delivery you must call 877-777-4661. (Customer Service hours are M-F 8:30 am - 7 pm, Sat 8:30 am -1 pm EST)
Can I ship to a P.O. Box?
We do not accept P.O. Boxes as valid shipping addresses.
Can I have multiple shipping addresses in my online account?
Yes. In your account you may set up multiple shipping addresses for your orders to be shipped to.
How long do I have to return an item?
Please inspect all merchandise upon delivery and note any damages or shortages. Any damage in transit must be reported within 3 business days. Any return requests must be reported within 30 days from receipt of your order.
How do I return an item?
The most efficient and easiest way to process your return is through our online Return Materials Authorization (RMA) form.
How can I create a new login/account?
Go to the My Account icon at the top right and click on the Login link, or visit the Create an Account page directly to sign up.
Can I view my order history?
You can view your order history for any order that you have placed with us online. Login, go to My Account and choose My Orders. All orders place online will be displayed, just click on the Order Number you'd like to review.
How can I get a new password?
If you’re logged in, go to the My Account page and select Change Password under the Contact Information section. Follow the prompts to change your password. If you are not logged in, go to the Login / Create an Account page. Select Forgot Your Password under the Already Registered? section. Enter your email address on the following page, and an email will be sent to you to update your password.
I requested a new password , but haven't received one in my email.
Check all of your junk and spam emails. If you have received any emails from The Toy Network in these folders please add us to your safe sender list. If you still have not received your password, please email info@thetoynetwork.com.
I have a new email address for my account, how do I change this?
Please email info@thetoynetwork.com and we will update the email/user name on your account.
How do I request NET terms?
If you are new customer please download our Credit Application. If you are an existing Toy Network customer and have terms please email info@thetoynetwork.com and we will update your online account.