General FAQ

Got Questions?

What is Mastermind Toys Price Match Policy?

Mastermind Price Promise

At Mastermind Toys, we believe you should feel great about what you buy and what you pay.

We work hard to offer fair, competitive pricing every day. If you happen to find the same item at a lower published price from a major Canadian retailer, we’ll happily make it right.

How it works:

Applies to identical items sold by major Canadian retailers in Canada
Item must be in stock at both retailers
Request must be made within 7 days of purchase
Applies to items sold directly by the retailer (not third-party sellers)

What’s not included:

Marketplace or third-party sellers
Clearance, liquidation, or limited-time doorcrasher offers
Bundle offers, membership pricing, or special promotions
Some limited-release, collectible, or hard-to-find items may not be eligible. *LEGO® Sets, Hard To Find LEGO® Sets, Pokémon cards, Magic The Gathering, Yu-Gi-Oh cards are all excluded from price matching.

How to request:

In-store: Speak with any Play Expert, we’ll take care of you on the spot.
Online: Contact our Customer Care team customerservice @mastermindtoys.com and we’ll help complete your adjustment.

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.

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.

Inspiring Educators receive:

10% off regular priced, in-store purchases every day (not available online)
Valuable IE discounts throughout the year
Exclusive sneak-peeks at new books, learning toys and instructional materials
Discount available for Perks Members only

Careers:

Interested in joining the fun squad? Learn more here about our careers that spark joy.

Can I purchase a Mastermind Toys Gift Card?

Mastermind Toys gift cards are available for purchase at all 48 retail store locations and online (online is a digital gift card only).

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?

Yes, Make your gifts unforgettable with our free gift wrapping service. It’s our way of adding a little extra magic to every present.

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.

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 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

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 are available online.

In the 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. customerservice@mastermindtoys.com

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?

To cancel an online order being shipped or a digital gift card order please contact Customer Service at customerservice@mastermindtoys.com.

For online orders placed for in-store pickup, please contact the store directly.

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.

How long will my order take to arrive?

Standard Shipping: Estimated delivery in 3 business days.

*for more rural or remote areas shipping may take longer.

Buy Online, Pick Up In-Store: Ready for Pick Up Same Day.

* Buy Online, Pick Up In-Store orders are processed in the order they are received. You will receive a "Ready for Pick-Up" email within 1 hour during store hours or 1 hour after opening if the order is placed outside business hours. Kindly wait for this email before visiting the store. Thank you!

Where do you ship?

We ship to all Canadian provinces and territories . Please note: we do not ship to PO Boxes; Canadian Forces Post Office (CFPO); Fleet Mail Office (FMO); Army Post Office (APO) addresses; or freight forwarding companies.

How do you calculate shipping charges?

Mastermind Toys' policy is to pass on our volume discounted shipping rates based on size and weight-with no handling charges or mark-up. This means substantial savings to our customers.

Are there any additional fees associated with shipping?

The customer pays only the shipping charges shown on the online order. Customers and recipients are never required to pay additional fees at time of delivery.

Customs and duty fees: There are no duty fees on orders shipped within Canada. Customers pay taxes based on the ship-to address.

What is Mastermind Toys Return Policy?

STANDARD RETURN POLICY

Mastermind Toys will gladly accept returns on merchandise accompanied by the original receipt within 30 days of purchase, provided the item is unopened and in as-new, resalable condition. Refunds will be issued to the original form of payment, if the original card is unavailable, Mastermind Toys may issue a Mastermind Toys gift card.

Please note:

No returns, exchanges, or refunds on Gift Cards, Trading Cards (Lorcana, Pokémon, Magic, Sports), Blind Boxes, Blind Bags, discontinued merchandise, or items marked as final sale.

Refunds for items accompanied by a gift receipt within 30 days will be credited in the form of a Mastermind Toys Gift Card.

For Buy Online, Pick Up In-Store orders, please bring the “Your order is ready for pick up” email you received when visiting the store.

Shipping fees are non-refundable.

Returns of merchandise purchased at Closing Stores will not be accepted at any location.

How do I return an item purchased online?

Return to a Store

• Please bring your item(s), order invoice (i.e., your shipping confirmation email), and any card used to make the purchase.
• Our store will issue the refund for the purchase price of the items returned in the original form of payment.

Order Cancellations

We reserve the right to cancel or refuse any order due to product availability, inventory discrepancies, pricing or technical errors, suspected fraud, payment issues, or shipping limitations. If an order is cancelled after payment is processed, a full refund will be issued to the original payment method.

At Mastermind Toys, we pride ourselves on offering only the highest quality toys on the market. Though it happens very rarely, products we carry may be subject to a safety recall by the vendor. We take product recalls very seriously and pledge to inform our customers promptly when these issues arise.

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