Help/FAQ

This is your one-stop shop for information and answers to frequently asked questions (FAQs) about Mastermind Toys!

Frequently Asked Questions

Tax-break Dec. 14th- Feb. 15th

From December 14th, 2024- February 15th, 2024 the Government of Canada has implimented a temporary GST/HST break on certain items across the country. No GST/HST will be charged on certain qualifying items during this time.

How does this impact placing an order online?

Taxes are automatically calculated during checkout at the new temporary rate. No other changes or extra steps are required.

What items are included/excluded?
Children's toys qualify for this tax break if they are intended for children under 14 years old for learning or play.

At Mastermind Toys there are a small group of items that are excluded from tax-exemption as per government guidelines including, cameras& film, wired & wireless headphones, toys that are marketed for adults (such as LEGO sets ages 18+), collectibles that are not intended for play or learning (such as hockey cards).
Please visit the government of Canada website for more details: Click here

Tax Refunds:
Please note, purchases from prior to the exemption period are not applicable for a tax refund.
Taxes are only exempt from purchases made during the holiday tax break period as outlined by the Government of Canada.
Any returns made during the exemption period will receive a refund that includes all taxes applied to that item during the original period of purchase.
For all other refund/return questions, visit our Shipping & Returns page.

I’m having trouble applying a promotion online:

If you're having promo trouble, first check that the items you're purchasing are included in the offer by visiting our offers page for full details: https://www.mastermindtoys.com/pages/offer-details

If you are redeeming a promo code online, remember that you must be signed in to validate your promo code. Log in before checking out to make sure your promo code does not get removed.

I’m having trouble applying a gift card online:

Gift cards cannot be redeemed in express checkout payment screens like Shoppay. Scroll down to select check out as guest in order to reach the mastermindtoys.com checkout page.

Please Note: To ensure your gift card is secure and cannot be redeemed by a bot, you must be signed in to redeem a gift card. Log in before checking out and the gift card redemption will become available.

Why does it say that shipping is not available to my address during checkout?

If you encounter an error message when placing an order via Shoppay that says we cannot ship to your address, this means one or more items in your cart are sold out online and unavailable for shipping, or the quantity selected is unavailable. Similarly, if you receive an error while attempting store pickup, it indicates that at least one item in your cart is not available at the selected store.

To check item availability:

-Return to the Cart

-Next to each item, you'll find information on whether the item is available online or in-store.

Once you remove the unavailable item from your cart, you should be able to complete your order without any further issues.

Are you shipping with Canada Post during the strike?

No. We turned off Canada Post shipping in advance of the strike and are using our broad network of alternative carriers to make sure that there are no service interruptions to our customers across Canada.

Click Here to visit our Shipping& Returns & Price Match Policy page.

Contact Us

How do I contact Customer Service?

Our Customer Service team is here to assist you! You can reach out to us in a few ways:

Leave your contact information and a short message for us via our mastermindtoys.com chat button and a member of our team will get back to you shortly.
Email us directly at customerservice@mastermindtoys.com anytime and a member of our team will get back to you shortly.
Call us from Monday to Friday, 9:00am to 4:00pm EST at 1-855-321-8984 x 2

How do I contact the Mastermind Toys Home Office?

You can reach out to our Play Headquarters in a few ways:

By mail: 415 Milner Ave, Toronto, ON CANADA M1B 2L1

By phone: toll-free 1.855.321.8984 (In the GTA: 416.321.8984)

Corporate Orders

Is your Company or Organization hosting an event and looking to add some fun?

Mastermind Toys’ dedicated Corporate Concierge and in-store Play Experts will customize your experience—big or small! Click here for More Info!

Educators

We are proud to support Canadian teachers, ECEs, daycare providers and tutors who inspire learning all year long – at every stage of childhood.
Click here for More Info

Gift Cards

Can I purchase a Mastermind Toys gift card?

Mastermind Toys gift cards are available for purchase at all 48 retail store locations.

I have a gift card purchased after January 15, 2024. Can it be redeemed?

Mastermind Toys is under new ownership as of January 15, 2024. Any gift cards purchased at Mastermind Toys or one of our authorized retail partners after January 15, 2024 can be redeemed at any Mastermind Toys retail location.

Can I return a gift card?

No. Gift cards are non-returnable, non-refundable and cannot be redeemed for cash.

I lost my gift card: can you replace it?

No. Gift cards are like cash and cannot be replaced.

Gift Wrapping

Do you offer gift-wrapping?

We’re delighted to offer free gift wrapping in all of our physical store locations. At this time, gift wrapping is not available for online purchases. We apologize for any inconvenience.

Why don't you offer gift-wrapping on all items?

We love to make a great gift even better with beautiful wrapping, but some items are simply too large, bulk or oddly-shaped for us to wrap effectively.

Managing Account

How do I change my account information?

To update your shipping address:

Sign in to your account
In the Account Info tab under Contact Info, click Edit
Make your changes and click Update

To update your email address or name, please contact Customer Service via Live chat or by emailing us at customerservice@mastermindtoys.com.

How do I reset or change my password?

It's easy to reset your password:

Click the Log In link
Click the Forget your password? link under the user name and password fields
Enter your email address and click the Submit button
An email will be sent to you. Follow the instructions to reset your password

How do I update my billing address?

It's easy:

Sign in to your account
In the Account Info tab under View Addresses, click Edit
Enter your new billing address and click Update

How do I add or delete an address on my account?

You can add, delete and change your addresses in just a few steps:

First, sign into your account and go to the Account Info tab
To add a new address:

Under View Addresses tab, click Add a new address
Enter your new address and click Update

To delete an address:

Under View Addresses tab, find the address you wish to remove and click Delete

How can I review my past orders?

You must have an account to view your order history.

Sign in to your account
In the Orders tab you will be able to view details and tracking information for both current orders and past orders. Only orders since we moved to our new website (September 2020) will be shown

Can I delete my account?

Yes. You can delete your account at any time, but you will lose all your account information and order history. To delete your account, please contact our customer service team.

Ordering

How do I place an order online?

Whether you have an account or not, shopping online is simple:

Fill your cart

When you find something great, simply click Add to cart.

To view your cart, click the Cart icon at the top of the page. From there you can:

review your items
remove items
adjust quantities
add or update gift wrap
add or update gift receipt

When you're ready, click the Check out button. You can check out either as a guest or by signing into your account.

Note: you must provide an email address for both options.

Checkout

Our check-out process has just three easy steps:

Information – Enter your contact information and add or update a promo code, if applicable
Shipping – Enter your shipping information (Note: shipping address must be in Canada or the contiguous United States.)
Payment – Choose to pay by credit card (Visa, MasterCard, American Express), ApplePay, GooglePay, ShopPay, or via PayPal. Place your order!

You will see a confirmation page with your order number. You can cancel this order within 30 minutes.

To best serve our customers, we reserve the right to limit purchase quantities.

Can I place orders over the phone?

No. We cannot accept orders by phone.

How do I check my order status?

It's easy to check your order status:

Please login in your account first
Click on the Orders tab to view details and tracking information for your current orders as well as details of your past orders.

Are online orders subject to taxes?

Taxes are based on the shipping destination of your order.

Current HST, GST and PST rates table

Province	Rate Type (HST, GST, PST)	Provincial Rate	Federal Rate	Total
Alberta	GST	0%	5%	5%
British Columbia*	GST+PST	7%	5%	12%
Manitoba*	GST+PST	8%	5%	13%
New Brunswick	HST	10%	5%	15%
Newfoundland and Labrador	HST	10%	5%	15%
Northwest Territories	GST	0%	5%	5%
Nova Scotia	HST	10%	5%	15%
Nunavut	GST	0%	5%	5%
Ontario	HST	8%	5%	13%
Prince Edward Island	HST	10%	5%	15%
Québec	GST + QST	9.98%	5%	14.98%
Saskatchewan	GST + PST	6%	5%	11%
Yukon	GST	0%	5%	5%

In the contiguous United States

Sales taxes do not apply. Orders of more than $800 are charged a $40 duty fee.

Are there taxes on books?

Books shipped to Canadian addresses are subject to GST, but exempt from PST. Sticker books, activity books and workbooks are subject to full taxes.

What forms of payment do you accept online?

We accept Visa, MasterCard, American Express, Apple Pay Google Pay, Shop Pay, and PayPal.

How do I request a copy of my invoice?

You will receive a confirmation email when your order has shipped. This serves as your invoice. Please retain a copy for exchanges or returns. If you have deleted your shipping confirmation email, please contact our customer service team with your name and order number.

For pickup in-store orders, you will receive a confirmation email when your order is ready. This serves as your invoice.

I've ordered an item as a gift: will the recipient see how much I paid?

No. Pricing is not included on products or on packing slips included with our shipments.

Can I request a gift receipt with my order?

Individual gift receipts are not currently available for online orders. Our apologies for the inconvenience.

All online orders will include a Packing Slip, which does not include any pricing information. This can be used in lieu of a gift receipt.

The expected delivery date has passed and my order has not arrived. What can I do?

If you have already attempted to track your order through the carrier and still need assistance, please contact our customer service team with your name and order number.

My order arrived, but an item is incorrect or missing. What can I do?

Please review your shipping notification email. Occasionally we need to ship items in separate packages and therefore issue multiple tracking numbers. Verify your order contents against the packing slip and empty the box completely. Small items can get buried or wrapped up in packing materials.

If an item is missing or incorrect, please contact our customer service team with your name and order number.

My order contains a damaged or defective item. What should I do?

Please take a photo of the packaging as well as the damaged or defective item and contact our customer service team with your name and order number. We will review your order and arrange for a replacement.

How do I track my order?

When your order is shipped, you will receive a shipment confirmation email containing your tracking number(s). Please note that it can take up to 24 hours for the tracking information to be updated on the carrier's website. Enter your tracking number into the UPS online tracking tool:

Please note: orders shipped in multiple boxes will have individual tracking numbers.

How do I cancel my order?

You can cancel your order within 60 minutes of placing it. The easiest way is by clicking the Cancel order link on the order confirmation page. Note that digital gift card orders can not be cancelled.

If you have an account, you can also cancel your order on our website within 60 minutes of placing it.

Sign in to your account
Go to My Account at the top of the page and click the Orders tab.
Under Current Orders, locate the order you want to cancel and click Details & Tracking.
Under Tracking, click Cancel order.

If you need further assistance, please contact customer service via email at customerservice@mastermindtoys.com

Why am I seeing a "credit card declined" message?

Please ensure that the billing information you have entered matches the information currently on file with your credit card company or issuing bank. If this appears to be correct, we recommend you call your credit card company or issuing bank. For additional help, please contact our customer service team.

Shipping & Returns & Price Match

Click Here to visit our Shipping& Returns & Price Match Policy page.

Wishlist

What is a Wishlist?

It's an online roster of gift ideas you can share with friends and family who might appreciate hints on what to buy for upcoming birthdays and holidays.

How do I create a Wishlist?

When you find a great gift idea, add it to your Wishlist by clicking the heart icon next to the product image.
View your Wishlist any time by clicking the Wishlist link at the top of the page.
Share your Wishlist with family and friends-even email it to yourself.

How do I add a Wishlist item to my shopping cart?

Click the Wishlist link at the top of the page to view your list
Choose the item you want to buy and click Add to cart

How do I remove an item from my Wishlist?

There are 2 ways to remove an item from your Wishlist.

Option 1:

Click the Wishlist link at the top of the page to view your list
Find the item you wish to remove and click Delete

Option 2:

Open the product detail page of the item that you would like removed from your Wishlist
Click on the heart icon next to the product image to remove the product from your Wishlist

Can I create multiple Wishlists and name them?

Not at present: we're always exploring ways to improve the Wishlist, so stay tuned.

How do I share my Wishlist?

It's a great way to keep family and friends in the loop:

Click the Wishlist link at the top of the page to view your list
Choose from several methods to share (email, facebook or twitter)