Shipping & Returns
Shipping Policy
All orders are processed within 1-2 business days after payment confirmation. Shipping times may vary depending on your location and the shipping method selected. Standard shipping typically takes 5-10 business days for domestic orders and 10-20 business days for international orders. Please note that shipping delays may occur due to unforeseen circumstances such as weather conditions or customs processing.
We currently ship to most countries worldwide. Shipping costs are calculated at checkout based on the weight of the items and the destination. Customers will receive a tracking number via email once their order has been shipped.
For any shipping-related inquiries, please contact us at vip@brokertoy.com.
Returns Policy
At SILVER PARK (HONG KONG) LIMITED, we want you to be completely satisfied with your purchase. If you are not satisfied, you may return eligible items within 14 days of receipt for a refund or exchange. Please note that this policy applies only to items in their original condition: unused, unopened, and with all original tags and packaging intact.
Eligibility for Returns
To be eligible for a return:
- The item must be returned within 14 days of delivery.
- The item must be in its original condition and packaging.
- Proof of purchase (order number or receipt) must be provided.
Non-Returnable Items
Certain items are non-returnable for hygiene and safety reasons, including:
- Opened or used toys.
- Personalized or custom-made products.
- Items without original packaging or tags.
Refund Policy
We offer a 14-day no-reason refund policy for eligible items. Once your return is received and inspected, we will notify you of the approval or rejection of your refund. If approved, your refund will be processed within 14 business days. Please note that the time it takes for the refund to reflect in your account may vary depending on your payment method and financial institution.
Refund Timeline
- Credit Card Payments: Refunds may take up to 14 business days to appear in your account.
- PayPal Payments: Refunds may take at least 14 business days to process. In some regions, due to local laws or PayPal policies, refunds may take up to 30 days.
- Other Payment Methods: Refunds for other payment methods (e.g., bank transfers) may also take up to 14 business days.
Shipping Costs for Returns
Customers are responsible for return shipping costs. The cost of return shipping will be deducted from the refund amount unless the return is due to a defect or error on our part.
Return Process
To initiate a return, please follow these steps:
- Contact our customer service team at vip@brokertoy.com within 14 days of receiving your order. Provide your order number and reason for return.
- Our team will verify your eligibility and provide you with a return authorization number and instructions.
- Securely pack the item(s) in their original packaging and include all accessories and documentation.
- Ship the item(s) to the address provided by our customer service team. We recommend using a trackable shipping service to ensure safe delivery.
- Once we receive and inspect the returned item(s), we will notify you of the status of your refund.
Exchanges
If you wish to exchange an item for a different size, color, or model, please follow the same return process outlined above. Exchanges are subject to product availability. If the requested item is not available, we will issue a refund instead.
Damaged or Defective Items
If you receive a damaged or defective item, please contact us immediately at vip@brokertoy.com. We will arrange for a return or exchange at no additional cost to you. Please include photos of the damaged or defective item(s) in your email to expedite the process.
Contact Us
If you have any questions about our shipping and returns policy, please contact us at vip@brokertoy.com. Our customer service team is available to assist you Monday through Friday, 9:00 AM to 5:00 PM (EST).
Thank you for choosing brokertoy.com.
SILVER PARK (HONG KONG) LIMITED