Frequently Asked Questions (FAQ)

🛒 Orders

1. How can I place an order?
You can place your order directly on our website by selecting the products you like, adding them to your cart, and completing the checkout process.

2. Can I modify or cancel my order after placing it?
If your order hasn’t been processed yet, we may be able to modify or cancel it. Please contact us at contact@wltoys.us as soon as possible.

3. I didn’t receive a confirmation email. What should I do?
Check your spam or promotions folder. If it's not there, contact us and we’ll send you the confirmation manually.

🚚 Shipping & Delivery

4. Do you offer free shipping?
Yes! We offer free worldwide shipping on all orders.

5. How long does shipping take?
Delivery usually takes 5–21 business days, depending on your location. You will receive a tracking number once your order has been shipped.

6. Can I track my order?
Yes, a tracking number will be sent to your email once the order is shipped. You can use it to monitor your package online.

7. Do you ship to my country?
We ship worldwide. If you're unsure, just contact us and we'll confirm for you.

💳 Payment

8. What payment methods do you accept?
We accept all major credit cards and PayPal, processed securely through Shopify’s encrypted checkout.

9. Is it safe to pay on your website?
Absolutely. All transactions are secured with SSL encryption to protect your information.

🔄 Returns & Exchanges

10. What is your return policy?
You have 30 days from the delivery date to return your item for a refund or exchange. The product must be unused and in its original packaging.

11. Do I have to pay for return shipping?

  • EU customers: Return shipping is free.

  • Outside the EU: Return shipping is the customer’s responsibility.

12. How do I start a return or exchange?
Just contact us at contact@wltoys.us, and we'll guide you through the process.

đŸ’” Refunds

13. When will I receive my refund?
Once we receive and inspect your returned item, we will issue a refund to your original payment method within 30 days.

🛠 Warranty

14. Do your products come with a warranty?
Yes!

  • EU customers: 2-year warranty

  • Other regions: 1-year warranty
    Covers manufacturing defects under normal use.

15. What’s not covered by the warranty?
The warranty does not cover damage from misuse, accidents, or unauthorized repairs.

16. How can I submit a warranty claim?
Email us at contact@wltoys.us with your order details and a description (or photo) of the issue. We’ll help you from there.

🔐 Privacy & Security

17. Do you keep my data safe?
Yes. We use Shopify to securely store your data and protect it with industry-standard encryption and security measures.

18. Do you use cookies?
Yes, we use cookies to improve your browsing experience. You can manage cookies through your browser settings.

📩 General Info

19. Where is WLToys based?
We are an international online store. Our logistics partners ship worldwide from strategic warehouse locations.

20. How can I contact customer support?
You can email us anytime at contact@wltoys.us — we’re happy to help!