Help/FAQ

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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.

Do you offer gift-wrapping?

Absolutely. We're delighted to offer free gift-wrapping in all our stores for both in-person shopping and pick up in-store options. You can choose from 5 styles of gift wrap – designed by our Mastermind Toys team here in Canada! If for some reason your preferred gift wrap style is unavailable, the store associate will substitute the next closest option for you.

We can also gift-wrap your Ship to Home purchases for $4.99 per item, which includes your choice of paper, a gift tag personalized with your message and our signature curly bow.

Note that if you change between Ship to Home and Pick Up In-Store options in the Shopping Cart, you will need to re-select your gift wrap option(s).

Can I add a personalized message to my online order?

Yes. When you choose the gift-wrap option, you can include a personalized message that we will print on the gift tag. Note that gift messages are not available for Pick Up In-store orders.

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, bulky or oddly-shaped for us to wrap effectively.

Can you wrap items together?

No. To safely and effectively pack the items for shipping, we wrap each item individually.

Is gift-wrapping refundable?

No. Gift-wrapping charges are non-refundable.

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.

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 60 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

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?

Yes! On the Shopping Cart page, simply click on the GIFT OPTIONS button and check the box for Gift Receipt. For Pick Up In-Store orders, the gift receipt will be printed at the store and included with your purchase. Gift receipts for Ship to Home orders will be emailed to you.

Note that if you change between Ship to Home and Pick Up In-Store options in the Shopping Cart, you will need to re-select the gift receipt option(s).

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:

• UPS

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.

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

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)