SHIPPING & DELIVERY
Q. Has my order shipped? How can I track my order?
A. You will receive a shipping confirmation email that is automatically generated when your package leaves our warehouse. It will contain information to track your order.
Q. Will I be charged for an item on my order that did not ship?
A. If an item that you ordered is not listed on the invoice that comes in your delivery, then this item has gone out of stock. We will only charge you for what we ship to you, so please allow 3-5 business days for your new total to reflect in your bank account. We do not have a back order program, so if you see that this item has become available again, please place a new order online.
Q. My order never arrived, what do I do?
A. Start by checking with surrounding houses or buildings to be sure that your item was not delivered to a neighbor. If you are unable to locate it, please contact customer service.
Q. Do you ship internationally?
A. Sorry, but Dynasty Toys currently only ships to 48 of the 50 United States. We DO NOT ship to Hawaii, Alaska or freight forwarder addresses. If you enter an order to be shipped to one of these addresses, we will need to cancel the order.
Q. Do you ship to PO Box addresses?
A. We DO NOT ship to PO, APO, FPO or DPO addresses. If you enter an order to be shipped to a PO, APO, FPO or DPO address, unfortunately we will need to cancel the order.
ORDERING & BILLING
Q. I ordered the wrong product, can I adjust my order?
A. Once an order is submitted, you cannot make changes. Please contact us as soon as possible so we can stop the order from shipping to you. For assistance please contact our customer service team.
Q. Why do I see multiple charges on my credit card for one order?
A. Upon submitting your order, you will see one pending authorization for each attempt made to place your order. If you did not receive an order number at order completion, then you may have entered the incorrect billing address. We recommend contacting your bank to verify the billing address on your account before trying your order again. If you see multiple pending authorizations, it could be that you entered your billing information incorrectly and tried multiple times. These pending authorizations will be removed from your bank account within 3-5 business days.
Q. What is a pending authorization?
A. Pending authorizations are temporary holds on your credit line that guarantees available funds for the purchase costs. An authorization is not a charge to your account. The authorization is removed once the transaction is complete. Although pending authorizations usually last for 3-5 business days, the duration of these authorizations can vary. Please contact your bank for their policy regarding authorization holds.
Q. I am trying to place an order with a pre-paid gift card, why won’t my order go through?
A. When using prepaid gift cards, please contact the credit card company to register and associate your address with the card before using it to order.
RETURNS & REPLACEMENTS
Q. Can I exchange or return an item?
A. You may return your unused product for a full refund within 30 days of the purchase date. We do not accept returns or replacements from items purchased from third party retailers.
We do not offer direct exchanges, so if you wish to exchange product you will need to return the undesired product for a full refund and place a new order for your replacement at dynastytoys.com. If you send a return, please add the following inside the returned package: order number, first/last name and the email associated with the order. Be sure to keep track of your tracking number, as Dynasty Toys will not be held accountable for any returns lost in transit.
313 South Staley Road Suite B
Champaign, IL 61822
Once your order has been received by our warehouse team, please allow 7-14 business days for your refund to be processed. Be aware that your credit card company may require an additional 3-7 business days to post the credit to your account.
Q. Can I return an item that I purchased at a third party retailer?
A. Sorry, but we only accept returns on product that was purchased through dynastytoys.com/dynastygiveaways.com. Proof of purchase is required.
Q. I received a damaged or defective item?
A. Please contact customer service within 30 days from purchase on dynastytoys.co and we will look further into the issue. Proof of purchase is required. Defective or non-working products need to be within 90 days of purchase date on dynastytoys.com/dynastygiveaways.com for damaged or defective inquiries. We only accept damaged items purchased through dynastytoys.com/dynastygiveaways.com.
PRIVACY & SECURITY
Q. Is your site secure?
A. Our secure servers protect your information using advanced encryption and firewall technology throughout the ordering process.
Q. Where can I view my orders?
A. You can view your orders here
CUSTOMER SERVICE INFORMATION
Q. What are the customer service hours of operation?
A. Our business hours are Monday - Friday from 8:00am-6:00pm PST. We are closed on the weekends and national holidays. Please contact customer service via email at firstname.lastname@example.org