Silica Gel Rose Toy™

Does Toylance check the products before shipping them to me?

Yes, for sure. We have a professional Quality Control team. They will check carefully for each item we received from suppliers and manufacturers to avoid sending defective goods to our customers. If an item is found defective in our QC test, it will be returned to the supplier / factory. 

We have a 45-day return policy, which means you have 45 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unopened, unused and in it's original sealed packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at servies@Toylance.com. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us with any questions at servies@Toylance.com.

For sanitary reasons, Toylance cannot accept returns on any opened item.  Please be sure to look for product dimensions and measurements before you purchase. 

DO NOT send your product back to us unless you have received a Return Merchandise Authorization (RMA.).  If you send an opened product back to us without an RMA, it will be disposed of and no credit given. 

Returned items are given back in store credit only minus shipping fees. 

All discounted and sale items are non-refundable and cannot be returned.  Shipping fee is non-refundable.

Defective Products:  Contact us to learn about how to troubleshoot the problem.  Be sure to include your order number and we will assist you as soon as possible. 

What’s the Toylance product warranty?

Yes, everything you buy from Toylance has a guarantee of quality and will exactly match the description on the website.

Factories that supply Toylance are strictly evaluated by us, and we provide you an even better reassurance of consistent high quality thanks to our in-house QC team.

We double-check the contents of all orders carefully before dispatch to our customers.

You can be confident about ordering from Toylance just as much as any western retailer.

What should I do if my items arrived damaged?

If this has happened, please follow these steps:

If possible, raise a complaint directly with the delivery representative of the courier company before you sign for the goods. They will advise you on the complaint procedure.

If you already signed for the packet, take photos showing the damage and contact the local office of the courier/delivery company to complain. They will have a complaining procedure which will enable you to get compensation.

Next, contact Toylance immediately with your order number and a full description / pictures of the broken item issue. 

What should I do if my products go broken after a period of use?

If you encounter quality issues within the warranty period you will be covered. Every product has a specific warranty period (If it is not stated in the product listing, contact us via email to servies@Toylance.com).

In this case, please kindly provide us with proof as below:

1. The photos of original Toylance package with front and back sides

2. The photos or video of the defective item(s)

Important Shipping Information & Refund：

If the package is lost on the way to delivery, we will refund immediately. 

Please confirm your shipping address before you check out. We are not liable for product shipping once it has left our facilities. 

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.  Shipping costs are not refunded, your label cost will be deducted from your total refund.