FAQ


How to search products?

Search for products by entering the product name or keyword into the Search Bar at the top of any page. Try to enter a general description. The more keywords you use, the less products you will get in the results page. When you find a product you’re interested in, simply click the product name or the product image for more details.

Can you cancel my order/part of my order?

We generally do not accept cancellations. However, please notify us as soon as possible if you are absolutely in need of a cancellation.
Depending on the items/orders/your purchase status we might be able to assist; however, please be advised that the cancellations will remain in your account history and will affect your account/purchase status. Please only place an order if you are sure that you will complete the purchase.

What payment methods are available?

Evil Genius Toys accept Visa, MasterCard, American Express, ApplePay, Paypal, and Bitcoin for payment gateways. ***Credit card payment is not available for Peru, Vietnam, or Ukraine. Please select PayPal if you are in these countries.

*Regarding Credit Card Payments:
Due to a rise in fraudulent credit card payments worldwide, we may be required to ask customers to pay via PayPal in some instances.
For new customers, we may also ask that your first payment be made via PayPal for safety reasons. We apologize for the inconvenience and thank you for your kind understanding on this matter.

Do you ship to my country?

We ship worldwide.

Please note however that some items such as flammables, items that include lithium-ion/rechargeable batteries (eg. handheld game consoles), etc. may not be eligible for international shipment due to mailing restrictions.

I wrote my shipping address incorrectly! What can I do?

If your order has not yet been paid for or shipped, please contact us at egtoyscustomer@gmail.com

The address of orders that have been shipped or are in the process of being shipped cannot be modified. Please always double-check the shipping address before submitting payment for your order.

Why was I asked to pay extra to receive my package?

Some countries may require customers to pay import fees in order to receive their packages. These fees are paid to your local government and our store unfortunately has no control over them. Please consider any import fees you may be obligated to pay before placing an order at our store. Our store is unable to undervalue shipments or mark them as "Gift" to avoid customs fees.

My package was opened by customs. What can I do?

Some countries may require that packages be opened during customs inspections. Unfortunately, there is nothing our store can do to prevent this and we cannot be held responsible for the actions of customs officials. Please be advised that we cannot provide compensation or exchanges for any items lost, seized, or damaged during customs inspections.

My order is taking an extremely long time to arrive. What can I do?

Packages may be returned because they remained unclaimed, the wrong address was specified, etc. We will contact customers whose packages have been returned to our warehouse to arrange reshipment. Items will be re-shipped in the same condition as they were returned to our store. In case a reshipment fee is required, our shop will be unable to cover it, therefore we will require that the customer pay for it. Postage fees for initial delivery are non-refundable.

Please also note that, in certain cases, post office may charge an additional shipping fee to return the parcel to us. As with reshipment fees, we are unable to cover it and will require the customer to pay for it.

My package looks like it's been damaged. What should I do?

PLEASE -- If you think something may be wrong with your package: (1) Take pictures before opening, and (2) Open it with a post office representative present, if possible. If the item inside was broken, please file a damage report with your local post office. Once you have signed the applicable document and received a copy, please forward a scan of it to us. We will then be able to file for insurance compensation with delivery agent.

An item/part of an item in my order arrived missing/broken!

Please contact us as soon as possible and include (1) a detailed explanation of the problem, (2) a clear, close-up photo of the defective part and (3) a clear photo of the defective part together with the paper invoice/shipping label.

We will get back to you as soon as possible with a solution. Please understand that it may take us a few days to respond to your claim, as we will need to consult with management. We cannot provide resolution to any claims if the photo received does not include the shipping label or the paper invoice.

Please note that we are unable to accept responsibility for damage limited to a product's outer packaging. 

The image on your website is different than the item I received!

Because we often list our merchandise before the final products are released, most photos shown on our website are of prototypes or samples provided by the manufacturer. There may be some inconsistencies between the prototypes and the ones actually marketed for mass-production. Additionally, some products have sections that need hand painting at the factory, which may also cause individual differences. These are not considered manufacturer's defects. Occasionally you may notice small imperfections in paint or parts on your item. These are naturally occurring inconsistencies caused by the mass-production process and are not considered defects.

What is Buyer Protection?

Buyer Protection is a set of guarantees that enables buyers to shop with confidence on our website.

You are protected when:

  • The item you ordered did not arrive within the time promised by the seller.
  • The item you received was not as described.
  • The item you received that was damaged.

 

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