At Hallmark Toys, we want you and your loved ones to be completely delighted with your purchase of our sentimental toys and keepsakes. If for any reason you’re not satisfied, we’re happy to help with returns or exchanges within 15 days of receiving your order.

Our Return Policy

We accept returns and exchanges for most items within 15 days of delivery. To be eligible for a return:

  • Item must be unused, in its original condition, and in the original packaging
  • All tags and protective coverings must be intact
  • Proof of purchase is required (order number or receipt)

Please note: Personalized ornaments, Keepsake Ornament Club items, and gift sets that have been opened cannot be returned or exchanged due to their customized nature.

How to Initiate a Return or Exchange

Follow these simple steps to process your return or exchange:

  1. Contact our customer service team within 15 days of receiving your order by emailing [email protected] with your request
  2. Include your order number and details about the product you would like to return or exchange
  3. Wait for return authorization – we’ll email you a Return Merchandise Authorization (RMA) number and return instructions
  4. Package the item securely in its original packaging and include all accessories
  5. Ship the return to our warehouse at:
    Hallmark Toys Returns
    2275 Windy Ridge Road
    Liberty Center, US 46766
  6. Include the RMA number clearly on the outside of the package

Return Shipping Costs

Customers are responsible for return shipping costs unless the return is due to our error (wrong item shipped or defective product). We recommend using a trackable shipping service as we cannot be responsible for lost return packages.

Refund Process

Once your return is received and inspected (typically within 3-5 business days after we receive it), we will process your refund or exchange:

  • Refund method: Your refund will be credited back to your original payment method (Visa, MasterCard, JCB, or PayPal)
  • Processing time: Please allow 5-7 business days for the refund to appear in your account after processing
  • Shipping costs: Original shipping fees are non-refundable
  • Exchanges: If you requested an exchange, we’ll ship the replacement item once your return is processed

Damaged or Defective Items

If you receive a damaged or defective item, please contact us immediately at [email protected] with photos of the damage and your order number. We’ll arrange for a replacement or refund and provide a prepaid return label if needed.

Return Request Template

Subject: Return/Exchange Request – Order #[Your Order Number]

Dear Hallmark Toys Customer Service,

I would like to request a [return/exchange] for my recent order #[Your Order Number].

Item to return: [Product Name]
Reason for return: [Please specify reason]
Preferred resolution: [Refund/Exchange for (specify product if exchanging)]

Please send me the return authorization and instructions at your earliest convenience.

Thank you,
[Your Full Name]
[Your Email Address]
[Your Phone Number – optional]

Questions?

Our friendly customer service team is here to help with any questions about returns or exchanges. Contact us at [email protected] and we’ll respond within 1-2 business days.

We appreciate your trust in Hallmark Toys to help create your family’s cherished memories. Thank you for shopping with us!