FAQ
FAQ
Ordering
How do I place an order?
Orders can be placed through www.symatoys.com.cn all day, every day!
Our Customer Experience team is always happy to help via email (clients@symatoys.com.cn), chat (check the bottom right corner of your screen), 10:30 am - 6:00 pm PST Monday through Friday (excluding Holidays).
What payment methods do you accept?
We accept PayPal only. All prices are stated in USD.
What about sales tax?
We are required by law to collect sales tax for orders shipped to California & New York.
Why was my payment method declined?
Check that your card’s billing details (such as the security code and billing address) match what you’ve entered into our system. For your security, our system will not allow a payment to process if the billing information associated with the card doesn’t match.
Can I make changes to my order after it’s been placed?
It depends! We are unable to add items to an order that has already been placed.
We may be able to adjust the address on your order within a short window. Please review information thoroughly during checkout and on your confirmation email. If you see an error, please reach out to clients@symatoys.com.cn as soon as possible.
How are your products made?
Symatoys products are designed to be as eco-friendly as possible and are constructed to minimize material waste and ensure high quality.
How do I use a promo code?
To use a promo code, add all desired items to your shopping cart and proceed to the checkout screen. Review your cart and enter the code you wish to apply to your order. Don’t forget to click “Apply”!
Only one promo code, discount link, or referral code can be applied per order.
Do you do gift receipts?
Product prices are never included on the packing slip included with orders, so gift away! You can also provide a personal message at checkout :)
What's your return/exchange policy on sale items?
Symatoys provides 90 days no rip guarantee and will replace any defective toys within 180 days.
Shipping
How much does shipping cost?
For everything else, shipping costs will depend on your address and the method chosen at checkout.
See detailed shipping & handling information here.
Do you ship internationally?
Yes! We ship to most countries worldwide.
Please note, international orders may experience longer delivery times. Before placing an international order, please review our international shipping policies here for detailed information on rates, delivery times, and duties.
When will my order ship?
Once Symatoys receives your order, we start working on it right away! However, it can take our team and warehouse up to 48 business hours to process and prep an order for shipping.
Orders placed on Friday after 3 pm PST, Saturday or Sunday will be sent to our warehouse the following business day.
Will I get a tracking number?
Absolutely! Your tracking number will be sent to you via email once your order is ready to leave our warehouse. Once you receive your tracking number, please allow at least 12 hours for the tracking information to update before reviewing your tracking status.
What happens if my package is stolen or delivered, but not received by me?
If you are concerned that your package may have been stolen or delivered incorrectly, please reach out to the shipping company directly to confirm the status of your delivery. It is possible the shipping company may still be in possession of your package and can coordinate a pickup.
If you are unable to resolve the issue with the shipping company, send us an email at clients@symatoys.com.cn.
My package is in transit, but not moving! Why?
The easiest way to deal with a shipment that appears to have stalled while in-transit is to reach out directly to the shipping company. Sometimes packages will become delayed in-transit if the shipping company needs additional information from you to complete the delivery.
If you are unable to find a resolution with the shipping company, send us an email at clients@symatoys.com.cn.
Can you ship to a PO Box?
Yes! If your order is going to a PO Box, please choose a USPS shipping option at checkout. Fed Ex is unable to deliver to PO Boxes at this time and requires a valid street address for delivery.
Ordering
How do I place an order?
Orders can be placed through www.symatoys.com.cn all day, every day!
Our Customer Experience team is always happy to help via email (clients@symatoys.com.cn), chat (check the bottom right corner of your screen), 10:30 am - 6:00 pm PST Monday through Friday (excluding Holidays).
What payment methods do you accept?
We accept PayPal only. All prices are stated in USD.
What about sales tax?
We are required by law to collect sales tax for orders shipped to California & New York.
Why was my payment method declined?
Check that your card’s billing details (such as the security code and billing address) match what you’ve entered into our system. For your security, our system will not allow a payment to process if the billing information associated with the card doesn’t match.
Can I make changes to my order after it’s been placed?
It depends! We are unable to add items to an order that has already been placed.
We may be able to adjust the address on your order within a short window. Please review information thoroughly during checkout and on your confirmation email. If you see an error, please reach out to clients@symatoys.com.cn as soon as possible.
How are your products made?
Symatoys products are designed to be as eco-friendly as possible and are constructed to minimize material waste and ensure high quality.
How do I use a promo code?
To use a promo code, add all desired items to your shopping cart and proceed to the checkout screen. Review your cart and enter the code you wish to apply to your order. Don’t forget to click “Apply”!
Only one promo code, discount link, or referral code can be applied per order.
Do you do gift receipts?
Product prices are never included on the packing slip included with orders, so gift away! You can also provide a personal message at checkout :)
What's your return/exchange policy on sale items?
Symatoys provides 90 days no rip guarantee and will replace any defective toys within 180 days.
Shipping
How much does shipping cost?
For everything else, shipping costs will depend on your address and the method chosen at checkout.
See detailed shipping & handling information here.
Do you ship internationally?
Yes! We ship to most countries worldwide.
Please note, international orders may experience longer delivery times. Before placing an international order, please review our international shipping policies here for detailed information on rates, delivery times, and duties.
When will my order ship?
Once Symatoys receives your order, we start working on it right away! However, it can take our team and warehouse up to 48 business hours to process and prep an order for shipping.
Orders placed on Friday after 3 pm PST, Saturday or Sunday will be sent to our warehouse the following business day.
Will I get a tracking number?
Absolutely! Your tracking number will be sent to you via email once your order is ready to leave our warehouse. Once you receive your tracking number, please allow at least 12 hours for the tracking information to update before reviewing your tracking status.
What happens if my package is stolen or delivered, but not received by me?
If you are concerned that your package may have been stolen or delivered incorrectly, please reach out to the shipping company directly to confirm the status of your delivery. It is possible the shipping company may still be in possession of your package and can coordinate a pickup.
If you are unable to resolve the issue with the shipping company, send us an email at clients@symatoys.com.cn.
My package is in transit, but not moving! Why?
The easiest way to deal with a shipment that appears to have stalled while in-transit is to reach out directly to the shipping company. Sometimes packages will become delayed in-transit if the shipping company needs additional information from you to complete the delivery.
If you are unable to find a resolution with the shipping company, send us an email at clients@symatoys.com.cn.
Can you ship to a PO Box?
Yes! If your order is going to a PO Box, please choose a USPS shipping option at checkout. Fed Ex is unable to deliver to PO Boxes at this time and requires a valid street address for delivery.
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