Returns
U.S. Online Returns & Exchanges
Returns: We are happy to offer free U.S. returns on any full priced item in unused condition within 30 days of purchase for a full refund on the original payment method or store credit. All sale items are final sale and may not be returned or exchanged.
Once we receive and check your item back into our system, we will promptly process an online store credit or issue a refund.
Exchanges: If you live in the U.S. and would like to exchange an item you received for something else, please initiate a return for the item you do not wish to keep, and then place a new order separately for the desired exchange item.
International Online Returns & Exchanges
Returns: We accept international returns on full priced items in unused condition within 30 days from the purchase date for a full refund on the original payment method or store credit. All sale items are final sale and may not be returned or exchanged.
Please note: At this time, we are unable to cover shipping costs for international returns. Additional duties and fees paid for international orders are also non-refundable.
To initiate an international return, please send an email to clients@symatoys.com.cn. In your email, please specify your order number, item, and reason for return.
Exchanges: If you would like to make an exchange, please initiate a return for the item you do not wish to keep by emailing clients@symatoys.com.cn. and then place a new order separately for the desired exchange item.
Please note when exchanging as an international customer: We are unable to refund duties and fees paid to your country's Customs office as part of your initial order, nor are we able to cover duties and fees incurred as part of exchange orders.
Store Returns & Exchanges
Full priced items purchased in a Symatoys Store may be returned to any Symatoys store for a refund within 30 days from the purchase date.
If you are not able to get to a store, please contact us at clients@symatoys.com.cn. with your order number, item, and a reason for return.
Likewise, full priced items purchased through our website can be returned or exchanged at any Symatoys Store in unused condition within 30 days of purchase. Please note that refunds issued in-store will take up to 2 business days to process.
Return or Exchange a Gift
If you'd like to return or exchange an item you received as a gift, please send an email to clients@symatoys.com.cn that includes the original order number (if possible), the item you'd like to return and the item you would like to receive in exchange. It is also very helpful if you can provide the first and last name of the person that gifted you the item.
Please note final sale gift items are not eligible for return or exchange.
Making a Warranty Claim
Manufacturing errors are rare, but if you receive a damaged product please let us know as soon as possible. All products purchased through symatoys.com.cn and Symatoys retail stores have a 90 days limited warranty against defects in material and workmanship.
Please note that this does not cover general wear-and-tear.
To initiate a warranty claim, please send an e-mail to clients@symatoys.com.cn and include the following:
1. Your original order number or receipt
2. A brief description of the issue and how often you use the item
3. A few clear images of the issue
For international warranty claims: Please note we are unable to reimburse for additional duties and fees assigned to your replacement shipment by your country's Customs office once it has cleared customs.
For warranty claims on product purchased outside of symatoys.com.cn or Symatoysstores: We are always happy to answer questions related to our products, but are unable to process any returns, credits, or replacements for product purchased outside of symatoys.com.cn or symatoys stores.
Don't see the answer to your question here?
You might find it on our FAQ page!
We’re always here to help Monday through Friday (excluding holidays) 10:30 am - 6 pm PST
Email: clients@symatoys.com.cn
Chat: Check the bottom right-hand corner of our site during business hours!
Returns: We are happy to offer free U.S. returns on any full priced item in unused condition within 30 days of purchase for a full refund on the original payment method or store credit. All sale items are final sale and may not be returned or exchanged.
Once we receive and check your item back into our system, we will promptly process an online store credit or issue a refund.
Exchanges: If you live in the U.S. and would like to exchange an item you received for something else, please initiate a return for the item you do not wish to keep, and then place a new order separately for the desired exchange item.
International Online Returns & Exchanges
Returns: We accept international returns on full priced items in unused condition within 30 days from the purchase date for a full refund on the original payment method or store credit. All sale items are final sale and may not be returned or exchanged.
Please note: At this time, we are unable to cover shipping costs for international returns. Additional duties and fees paid for international orders are also non-refundable.
To initiate an international return, please send an email to clients@symatoys.com.cn. In your email, please specify your order number, item, and reason for return.
Exchanges: If you would like to make an exchange, please initiate a return for the item you do not wish to keep by emailing clients@symatoys.com.cn. and then place a new order separately for the desired exchange item.
Please note when exchanging as an international customer: We are unable to refund duties and fees paid to your country's Customs office as part of your initial order, nor are we able to cover duties and fees incurred as part of exchange orders.
Store Returns & Exchanges
Full priced items purchased in a Symatoys Store may be returned to any Symatoys store for a refund within 30 days from the purchase date.
If you are not able to get to a store, please contact us at clients@symatoys.com.cn. with your order number, item, and a reason for return.
Likewise, full priced items purchased through our website can be returned or exchanged at any Symatoys Store in unused condition within 30 days of purchase. Please note that refunds issued in-store will take up to 2 business days to process.
Return or Exchange a Gift
If you'd like to return or exchange an item you received as a gift, please send an email to clients@symatoys.com.cn that includes the original order number (if possible), the item you'd like to return and the item you would like to receive in exchange. It is also very helpful if you can provide the first and last name of the person that gifted you the item.
Please note final sale gift items are not eligible for return or exchange.
Making a Warranty Claim
Manufacturing errors are rare, but if you receive a damaged product please let us know as soon as possible. All products purchased through symatoys.com.cn and Symatoys retail stores have a 90 days limited warranty against defects in material and workmanship.
Please note that this does not cover general wear-and-tear.
To initiate a warranty claim, please send an e-mail to clients@symatoys.com.cn and include the following:
1. Your original order number or receipt
2. A brief description of the issue and how often you use the item
3. A few clear images of the issue
For international warranty claims: Please note we are unable to reimburse for additional duties and fees assigned to your replacement shipment by your country's Customs office once it has cleared customs.
For warranty claims on product purchased outside of symatoys.com.cn or Symatoysstores: We are always happy to answer questions related to our products, but are unable to process any returns, credits, or replacements for product purchased outside of symatoys.com.cn or symatoys stores.
Don't see the answer to your question here?
You might find it on our FAQ page!
We’re always here to help Monday through Friday (excluding holidays) 10:30 am - 6 pm PST
Email: clients@symatoys.com.cn
Chat: Check the bottom right-hand corner of our site during business hours!
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