Refund policy

At WhizTurtle Education toy store, we are committed to providing high-quality products and excellent service. We want you to be satisfied with your purchase. Our Returns, Refund, and Cancellation Policy ensure a smooth and transparent process for our customers.

To be eligible for a return, your item must be unused, in the same condition that you have received it and in the original packaging.

All return on shipped items that are shipped for free will be also charged 20% restocking fees to cover the initial cost of shipping. Note this fee will not be charged for items picked up in store or items return to the store, in person

Any initial shipping cost paid by the customer are also not refundable.

You will be also responsible for paying for and arranging return shipping to us.

Defective, Missing, or Incorrect Items

If you receive an item that is defective, damaged, missing, or incorrectly shipped, please contact us at info@whizturtle.com within 14 days of delivery.

Include photos of the defective or incorrect items, if applicable.

360 Degree opening parcel videos mandatory defective or incorrect items

We will arrange for replacements at no additional cost to you and provide prepaid return shipping labels for any incorrectly shipped items.

Please note that return shipping labels must be used within 14 days of issuance.

Damage During Shipping

If your order was damaged during transit, please keep original packaging and the shipping label intact.

If your order arrives damaged, please notify us within 48 hours of delivery.

Email us with:

Your order number.

Photos of the damaged item.

Photos of the outer packaging and shipping label.

We will review the claim and, at our discretion, provide:

A replacement item (subject to availability), or

A full refund to the original payment method.

We may require the damaged product to be returned or may ask that it be disposed of, depending on the circumstances.

We will coordinate with the shipping carrier and arrange for replacements. Your contact information may be shared with the carrier to expedite in resolving the issue.

Please note: We are not responsible for damages or losses caused by third-party freight forwarders.

Returns

Returns are accepted within 14 days of purchase with the original receipt

Return shipping costs are the responsibility of the customer, and original shipping fees are non-refundable.

For orders paid by credit card or online payment, any non-refundable transaction fees charged by the payment processor (typically 2.5-3%) will be deducted from the refund amount.

If your order qualified for free shipping, a portion of the refund may be deducted in certain cases (e.g., refused deliveries). This will be communicated during the return approval process.

before returning any items to receive full return instructions.

Refunds will be issued to the original payment method or as store credit.

Items must be unused, in their original condition and packaging. Used, damaged, or incomplete returns may result in deductions or store credit instead of a refund.

Cancellations

Orders can be cancelled within 24 hours of being placed, provided that the order has not yet been shipped.

If the order has already been shipped, we will be unable to cancel it.

For cancelled orders, any non-refundable transaction fees charged by the payment processor (typically 2.5-3%) will be deducted from the refund amount.

Please contact us at as soon as possible if you wish to cancel an order.

Return Window

All sales become final 14 days after delivery. Returns or exchanges cannot be accepted beyond this period.

Clearance Items

Clearance and sale items are final sale and are not eligible for refunds, exchanges, or store credit.

Price Adjustments

We do not offer price adjustments for items after purchase, including sales or discounts applied after an order is placed. Prices are final at the time of sale.

Incorrect Address or Returned Packages

Please ensure your shipping address is accurate at checkout. We are not responsible for orders shipped to incorrect addresses provided by the customer.

If a package is returned due to an incorrect address or refusal, we reserve the right to deduct return shipping costs from your refund or charge an additional shipping fee for reshipment.

Digital Products

Digital items, such as printable PDFs, are non-refundable.

e-Transfer and Payment Methods

Payments made via e-Transfer are non-refundable due to security reasons. Store credit will be issued for returns or cancellations.

We currently do not accept cheque payments.