Processing Time

Since all our products are made to order, please allow 7-14 business days for processing before your order is shipped. Newer products with a larger order volume may take up to 30 days for processing. You’ll be receiving a confirmation email with tracking information once your order is on its way. 

Shipping Rates

Shipping rates are calculated at checkout based on your location and the weight of your order. We offer both standard and expedited shipping options when available, depending on your country and/or region.

International Shipping

We do ship internationally, but keep in mind that shipping times may vary, and additional customs fees may apply. Customers are responsible for any customs duties or taxes.

Reshipment Fees

If an item is returned to us due to an incorrect address provided by the customer, failure to pay import fees, or forgetting to pick up the package, the customer will be responsible for the reshipment fee. A reshipment is only possible if the package is successfully returned to us.

Refund Policy

Because all products are made to order, once payment is made, no refunds will be accepted. For sanitary reasons, toys also cannot be refunded once the customer has received the item.

Defective Products

If you believe your product is faulty, a refund may be possible if the product is found to be defective. We might ask you to ship the item back for proof, but if you choose not to return the product, we will only be able to offer a partial refund. Please contact us within 7 days of receiving your order to start a return for a defective product.

Non-Refundable or Non-Replaceable Items

Toys damaged by excessive use or not following care instructions will not be refundable or replaceable. Toys that have been modified in any way are also not covered.

Stolen or Lost Packages

Please note that as a small business, we don't cover package theft like big companies do. Please make sure you are able to safely receive the package or request a signature on your delivery options to ensure you won't get your package stolen.

Rebuilding or Processing Fees

In some cases, a small rebuilding or processing fee may apply. This will be determined on a case-by-case basis and communicated to you before any action is taken.

Return Shipping

Customers are responsible for paying the return shipping costs for any item that needs to be sent back for proof of defect. We recommend using a trackable shipping service or purchasing shipping insurance, as we cannot guarantee that we will receive your returned item.

Refund Processing

Once we receive and inspect your return, we’ll send you an email to notify you of the approval or rejection of your refund. If approved, your refund will be processed, and a credit will be applied to your original method of payment within a certain number of days.

Important Notice for Customers in the Philippines

We would like to inform customers in the Philippines that upon arrival in the country, packages containing our products may be subject to inspection and potential confiscation by customs authorities. This process is beyond our control, and confiscations can occur for various reasons provided by the Bureau of Customs.

Please be aware that in some cases, depending on the reason for confiscation, we may not be able to assist in reclaiming your package. We recommend checking the customs regulations and restrictions of the Philippines to ensure compliance and avoid any inconveniences.

For any further questions or assistance, feel free to reach out to our email at contact@streamstoys.com.

Thanks for your understanding and cooperation!