Shipping Information

  • Order Processing Time

    All our orders are processed and shipped out within 72 hours (Monday - Friday). After the order is shipped out and received by the carrier, we will update you with a Track-and-Trace code with which you can follow your package and see the remaining shipping time.

    • Shipping Address Changes

      If you would like to change the shipping address for your order, please contact us by email and include your new shipping address. Once the order is shipped, we cannot alter the shipping address anymore.

      • Shipping Methods, Costs, and Delivery Times

        We provide 2 shipping options, the shipping methods and delivery times per region are represented by the following table:

        1. Standard shipping: This shipping option is free on all orders.
        2. Express shipping: Shipping costs are calculated during checkout based on weight, dimensions and destination of the items in the order.

          Country or Region

          Standard (Business days)

          Express (Business days)

          Australia

          15-20 Business days

          5 -12 Business days

          Canada

          10-20 Business days

          5-12 Business days

          Europe

          10-15 Business days

          5 - 10 Business days

          USA

          10-20 Business days

          5-12 Business days

           

          Please be aware that shipping times may be delayed due to COVID-19. These delivery times can also become longer in case your order is placed during busier periods such as near Christmas or Thanksgiving.

          • Shipping Restrictions

          Sadly, we are unable to ship your order to a PO BOX. 

          • Tracking & Support

            Please click here if you would like to track your order.

            • Packages Damaged, Lost, or Missing While in Transit

            If you have a suspicion of your parcel being lost or missing while in Transit, please contact us by email to support@exceltoy.com. We can contact the shipping company to investigate the issue.

            If your package has indeed gone missing, we will send you a new one free of charge or send you a full refund.

            If your package has arrived damaged, please contact us via support@exceltoy.com and we will provide a replacement or refund as soon as possible.

            • Returns and Refunds

            EXCELTOY will happily accept returns due to change of mind as long as the request is received by us within 30 days of you receiving the item.
            The item must be returned to us in the original packaging, unopened, and unused. The return shipping costs will be paid by the customer. Once we receive the package, the refund will be processed and you will receive the full value of the product as a refund. For our full Returns and Refunds policy, we refer you to RETURNS AND REFUNDS POLICY.

            • Customer Service

            For all other questions, support, problems, or warranty claims, please contact us by email at support@exceltoy.com.