How secure is my information on TOY KINGDOM www.toykingdom.ph?
Here at TOY KINGDOM we take your privacy very seriously. We ensure that your sensitive data is protected and encrypted at all times. You can read more about our Privacy Policy. Should you have any questions or concerns, feel free to reach out to our Customer Care team via live chat or send us a message through our Contact Us page.
What should I do if I can't login to my account?
In case you forget your password, you can reset your password by clicking on the “Forgot Password” option on the login page. We shall send you an email to reset your password. If this does not help solve your issue, feel free to contact Customer Care via live chat or send us a message via our Contact Us page, so we can check the status of your account.
What are loyalty cards?
We’ve partnered with SM Advantage to allow you to earn loyalty points every time you purchase products from www.toykingdom.ph. To earn points, make sure to provide your Toy Kingdom Amazing Card or SMAC Loyalty Card Number in the Customer Profile before you make your purchase
How many points do I earn per transaction?
Our loyalty cards has existing points per amount conversion. Shopping at www.toykingdom.ph will also give you the same number of points depending on the total amount of purchase, after discounts and promotions. For more information about each partner’s specific conversion table, please visit the SM Advantage website.
I shopped online, but my points have not been credited to my loyalty card yet. What should I do?
Loyalty points shall be credited once the transaction has been delivered and completed according to the timeline set by our partners. Please contact SM Advantage directly to inquire about your points.
How many addresses can I add to my account?
Our website allows for adding of multiple addresses for convenience of shoppers like you. To add a new address and to set your default billing address, just go to your Account Profile then click View Addresses.
Why am I being asked to enter my name and number again when I add an address, even when I’m already logged in?
We acknowledge that you may not be around to receive your order upon delivery, or that you may be buying the items for someone else. For these cases, we allow customers to indicate a different recipient name and number as the account holder’s name. The name indicated as the recipient name will have to be physically present when our courier partners deliver the order.
How do I create an account, login, and manage account?
Registration and Login Registering is fast and easy. Just click on the upper-right icon to create an account using your email address. To login, click on the upper-right icon. Managing Your Account To make changes to the information in your account, just visit your profile page by clicking on the Account Profile icon at the upper-right of the website.
Are the products on sale at www.toykingdom.ph authentic?
TOY KINGDOM (www.toykingdom.ph) only sells guaranteed authentic merchandise. We work hard to ensure that each item you receive is of the highest quality.
How do I know if the product is available for order?
If the item is available for order, you will be able to add the item to your cart. If the item is currently out of stock, you will be prompted with an out of stock notice in the product description page.
How can I check the available sizes and colors?
On the product details page, you can check if the item/s you are interested in have any other sizes and colors available at the time of your purchase.
Where can I get more information about a product?
If you have found something that you like and want to learn more about the product, simply click on the item and you will be directed to the product page of that item, where you will find more information about the product, including features, colors, sizes and other important details. Should you need any additional information, feel free to reach out to us via the Contact Us page.
Do your products come with warranty?
Most of our products, especially those that have electronics in them, have standard manufacturer’s warranty. We highly encourage you to check the item upon receipt to ensure they work as advertised on the site. If the item fails to work, you may reach out to our Customer Care us via the Contact Us page. Don’t forget to bring the original receipt and Make sure that your item(s) for return is in original condition with tags intact. Please note that all products sold online must follow our Return and Exchange Policy.
I saw a product on www.toykingdom.ph before, but I cannot find it anymore. What should I do?
Products and offers in our website may vary from time to time depending on demand, season, and availability. Please come back to check on new offers from time to time or sign up to receive our newsletter.
What is Store Pickup?
It is our FREE in-store pickup option available to customers and available in select branches. All you need to do is order your items on the website and wait for us to inform you via email when your package is ready for pick-up at the selected branch. Once ready, just drop by our store and pick up your item armed with the Security Code. It’s that quick and easy. You are given up to five (5) days from the date of notification to pick up your order from the selected location.
What are the operating hours of our Store Pickup locations?
Our Store Pickup locations are available on Mondays to Saturdays from 11:00AM to 5:00PM during our pilot launch. We shall make further announcements once schedule changes to follow normal operating hours of the www.toykingdom.ph store.
How soon should I pick up my order from the Store Pickup location?
Orders are requested to be claimed five (5) days after receipt of the Security Code. Unfortunately, orders that remain unclaimed after the said duration shall be cancelled. When this happens, a notification is sent to your registered email address.
Are all items available in any of the Store Pickup locations?
Items are available in most of the Store Pickup locations. Don’t worry, branches that cannot serve certain items will not be selectable during the checkout process.
How do I place an order via Store Pickup?
To order using this option, just select this as your preferred shipping option during the checkout process, and indicate which particular location you would like to specifically pick-up your order.
Can I change the location of my pick-up after placing my order?
Sorry, we are not able to change pick-up locations once you have made your order. If it is absolutely necessary to change the pick-up location, please immediately cancel the order and place another order again. Due to the number of people accessing the website at the same time, we cannot guarantee that stocks will still be available at the time of re-order.
Where are the Store Pickup locations?
Toy Kingdom Megamall Building A SM Mega Mall, EDSA Corner Dona Julia Vargas Ave Ortigas Center, Ortigas Center, Mandaluyong, 1550 Metro Manila
How do I collect my order from a Store Pickup location?
Picking up an order from our Store Pickup locations is fast and easy. When your order is ready to be released at your chosen Store Pickup location, we will notify you via email. The message you will receive from us is very important as this will also have your Security Code. Please make sure that the email address in your profile is up-to-date and correct to avoid any issues during pick-up. Armed with your Security Code, visit the chosen Store Pickup location and present your Security Code to our Customer Service Associate. He/she will assist in locating and releasing your order once the Security Code has been validated.
What if I lost my Security Code? Can I still pick-up my order?
No, we cannot release your order without the Security Code you received, as this is our only way to verify that you are the correct recipient of the order. Please make sure that the email address in your profile is up-to-date and correct to avoid any issues during pick-up.
May I ask someone else to pick-up the order from the Store Pickup location?
It is your prerogative to request another person other than the recipient’s name to collect the order from the Store Pickup location. Please ensure that the representative has the Security Code with him. Otherwise, we will not be able to track and release the order.
How can I get my refund?
Once your return has been approved by our Customer Service Associates at the branch, you will have the option of receiving a credit voucher that can be used at the store to purchase a replacement of the item you have, or if the item is not available in the store, other item/s. If you paid for your item via credit card, you may also choose to have the charges reversed. However, this may take longer depending on your issuing bank. Once processed, we recommend checking your next billing statement for validation. We will process the charge back once the request has been made in the store.
How long is the credit memo valid for?
The credit memo is valid for the 30 days, where the first day is the date of issuance. Please visit any of TOY KINGDOM branches to be able to use the credit memo. Unfortunately, we will not be able to extend the validity of the credit memo once it has expired.
Can the credit memo be reprinted if lost or stolen?
The credit memo is as good as cash. Once the credit memo is lost or stolen, we are sorry but we are not able to reprint it again. Please secure the credit memo to ensure the barcode is still readable.
How long does the replacement and refund process take?
Replacing your item/s in any of TOY KINGDOM branches will only take a few minutes, given that all requirements are met according the Return and Exchange Policy. Once our Customer Service Associate has validated the item/s and issued your credit memo, you may already select a replacement item. Should the replacement item's price be lower than the credit memo value, no refund shall be given. Meanwhile, you will need to settle any excess amount if the replacement item's price is higher than the credit memo value. If you prefer a refund, a credit memo will be immediately generated while you wait in the store. However, for credit card charge back, it may take longer as it will be highly dependent on your credit card issuing bank. We recommend checking your next billing statement for validation.
Will my shipping fee be refunded when I return my item/s?
Since the courier has already performed its delivery service, we shall no longer include the shipping fee in the refund.
I received a cancellation notice from www.toykingdom.ph. How will I get a refund?
We are sorry for having to cancel your order. For prepaid orders, you don't have to do anything, as we will process the refund immediately for you. For credit card payments, please note of the following: There is a same day 6PM cut-off when processing cancellations and refunds. Orders placed and cancelled the same day before 6PM, transaction and cancellation will not be posted in your credit card. No refund needed. Orders cancelled after the cut-off, we encourage you to check your next billing statement to verify the refund. For non-credit card payments, please contact our Customer Care via email, chat or Contact Us Page for more information.
How much will I be refunded?
We will refund the amount you paid for the item, net of any promo vouchers used, shipping fee, and other discounts applied to your order. For discounted item/s or item/s on sale, the amount to be refunded is the amount you paid for and not the original selling price of the item.
How do I return an item I purchased online?
All returns/exchange have to be initially processed through www.toykingdom.ph. Customer Care will provide return instructions.
How long is your returns/exchange window?
You may apply to return/exchange any item purchased from our website within thirty (30) days from the date when you received your order, where day one is the receiving date. Just be sure to create the return request on the website within that time frame.
What can I return?
Valid reasons for return and exchange: receive a product that is fundamentally different in nature from the product specified in the website; receive a faulty, defective, or damaged product; receive a product that is not as advertised on the platform; wrong item is delivered; or change of size (for fashion items). Also, we would like to advise you that the following conditions are not entitled to a return or exchange under the Consumer Act of the Philippines (RA 7394): A sudden change of mind Defects caused by misuse or mishandling of items by customer Discovery of lower price of the same item from another store Be sure that all items to be returned/exchanged are still in their original packaging, with complete accessories and attached price tag. Please note that returns/exchange of intimate apparel or items considered as generally hygienic in nature (e.g., underwear, socks, stockings, earrings, etc.) will not be accepted at any of our branches for any reason. For consumable items, only sealed or unused can be requested for return/exchange.
How do I return/exchange the items I bought from www.toykingdom.ph?
You can return/exchange the items by contacting our Customer Care via email, chat or Contact Us Page. Please indicate your complete name, order number, order date and reason for returning item. Customer Service will respond with return instructions. For Sony Play Station, you may return the item directly to Sony Service Centers.
How do I know if my order is successful?
Once your order has been successfully placed, you will receive an email with the details of your order shortly after you complete the checkout process. Sometimes, the email goes directly to your Spam folder, so be sure to check that as well. If you have not gotten your order confirmation yet, please also check your Account Profile > Order History and see if your order has gone through. Otherwise, feel free to contact Customer Care for assistance using our Contact Us page. As an additional tip, please indicate your Order Number when contacting us, so we can assist you faster. Once your order is confirmed, you’re all set! Sit back, relax, and wait for us to prepare and ship your order. A notification will be sent to your registered email address once your order is shipped. You can check the status of your order at any time via the Order History page. For Store Pickup, please wait for us to notify you via email, before going to the chosen Store Pickup location. You may pick-up your order from the Store Pickup location once you receive a Security Code via the email address you’ve entered in your profile page. The Security Code will be used to pick-up your package.
How do I place an order?
Placing an order using desktop or mobile is easy. Visit www.toykingdom.ph and browse the different categories and items for something that you might want. Please note that you will have to register and login to your account to complete an order. From the item page, just add the item to your shopping cart and click on checkout. Follow our simple, checkout process and you are good to go! Enjoy shopping hassle free through www.toykingdom.ph Can I still change any information after placing my order? We’re sorry, but order details such as address, mobile number or product color and size can no longer be changed once order is confirmed. Should there be a need to modify or amend an information, please cancel the order by using our Contact Us page Due to the number of people accessing the website at the same time, we cannot guarantee that stocks will still be available at the time of re-order.
How long is the delivery timeframe?
For Delivery to nominated address We process all orders as soon as we receive them. Delivery time frame varies depending on delivery address. We will update you via email once your order is shipped. We endeavor to deliver your items as follows: During Community Quarantine Metro Manila – 5 working days North Luzon – 6-9 working days South Luzon – 6-9 working days Visayas – 8 -12 working days Mindanao – 10-14 working days During Lean and Peak Seasons Metro Manila – 3-5 working days Luzon – 5-7 working days Visayas and Mindanao – 7-9 working days For FREE Store Pickup Your order shall be ready for pick up within the following lead times, after receiving the Security Code: Metro Manila – 1-2 working days Additional Reminders Additional 15 days may be observed for items with high capacity power (e.g., battery pack or rechargeable batteries) and liquid content (e.g., ink cartridge, perfume), if to be delivered outside of Luzon. These items will be shipped via sea due to airline safety restrictions. Delivery to addresses outside of direct serviceable areas may have longer lead time. Orders received on or before 4PM from Monday to Friday shall be processed on the same day. Meanwhile, orders received beyond 4PM shall be processed the next working day.
Can I cancel some items in my order after it has been placed?
Yes, the Cancel button will be available in the Order Confirmation page and email until the order has not been processed. You may also contact our Customer Care via email, chat or Contact Us Page. Please indicate your complete name, order number, order date and reason for canceling. Customer Service will respond with cancelation status and details.
Can I still cancel my order after it has been shipped?
We are really sorry, but an order cannot be cancelled anymore once it has been shipped. The order has already been turned over to our courier partners and is on its way to you. You can check the status of your order at any time via the Order History page.
Until when can I cancel my order?
The Cancel button will be available in the Order Confirmation page and email until order has not been processed. Please contact Customer Care to know the status of your order and to confirm if your order can no longer be cancelled, as it may have already been processed or turned over to our courier partners for delivery.
Are there any charges if I cancel my order?
We do not charge any fees for cancellation of orders.
How will I know if the cancellation of my order has been accepted?
You will receive an email confirming order cancellation. For cancellation requests sent to Customer Care, they will reply to your request with cancellation status and details.
I used credit card to pay for my order. How will I get a refund after I cancelled my order?
We endeavor to process the refund immediately. For credit card payments, please note of the following: There is a same day 6PM cut-off when processing cancellations and refunds. Orders placed and cancelled the same day before 6PM, transaction and cancellation will not be posted in your credit card. No refund needed. Orders cancelled after the cut-off, we encourage you to check your next billing statement to verify the refund.
What payment options are available on www.toykingdom.ph?
TOY KINGDOM (www.toykingdom.ph) offers a variety of ways to pay for your order. You can select any of the following: Credit Card (Visa/MasterCard/JBC/American Express) BPI Online Over the Counter GCash SM Bills Pay 7-Eleven M Lhuillier TrueMoney ExpressPay Philippine National Bank Cebuana Lhuillier ECPay Direct Agent 5 Posible BDO Online Bills Payment BDO Security Bank Philippine National Bank Online Bills Payment Bancnet PayMaya GrabPay UnionBank Online
What credit and debit cards are accepted?
Most major credit and debit cards such as Visa, Mastercard, JCB and American Express are accepted through our payment gateway partner, Paynamics. Some cards may not be accepted due to limitations from your card issuing bank. Rest assured your credit and debit card details are stored safely by our payment gateway partner.
Do you offer installment payment plans?
Installment payment plans are being worked on and will be available in the future. For now, we offer credit card and debit card – straight purchase, apart from cash on delivery.
Why was my card charged the wrong amount?
Items for delivery may incur shipping fee, which is reflected on your summary of charges prior to completing the order. Please check if your order was charged this fee, as this might be causing the discrepancy. We highly recommend reviewing the order summary before completing the checkout process. If you have indeed been charged incorrectly, please contact Customer Care here, so we can assist you immediately. We would appreciate it if you can prepare the following information prior to contacting us: Customer Name Order Number Amount that should be charged Amount that was charged Bank Information
Do you keep my credit or debit card details?
We do not collect credit card details directly. All credit and debit card information is handled by our payment gateway partner, Paynamics. Rest assured that your card details are kept safe and private. Paynamics is PCI DSS compliant, and a trusted partner of TOY KINGDOM and many other online sites.
Can I use a credit or debit card that is not under my name to place an order?
For security purposes, TOY KINGDOM (www.toykingdom.ph) only allows orders to be placed by the card holder. Please make sure you own a credit or debit card before proceeding with a card transaction with us. Otherwise, you may opt to use cash on delivery as your payment option.
How do I know if my payment was successful?
For card transactions, you will receive two email notifications after successfully placing your order – an order confirmation notification and a message from Paynamics confirming the amount debited from your card. Please check your spam/junk folder for any emails from us. Otherwise, if you do not receive these emails, please reach out to Customer Care here, so we can address this concern for you.