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Return Policy

Refunds and Exchanges

Exchanges – online and in-store purchases

Our exchange policy lasts 60 days from the date of purchase. If 60 days have gone by since your purchase, unfortunately we can’t offer you an exchange.

To be eligible for an exchange, your item must be unused & unopen in its original packaging, and in the same condition that you received it including manuals/instructions. For online orders, it must also be in the shipping box you received it in with the physical shipping statement/receipt.

At our discretion, some items are not eligible for a refund or an exchange. This includes clearance items, gift cards, clothing, and products that babies often put into their mouths. We reserve the right to refuse any refunds or exchanges.

We only exchange defective items within 60 days of purchase. If you need to exchange an online purchase of a defective item for the same item, send us an email at and send your item, packing list, and receipt/invoice to: Castle Toys #101, 5718 1A Street SW, Calgary ALBERTA Canada, T2H0E8.  If you’ve purchased your item in-store please bring it back to the store for an exchange along with your receipt and/or Castle Toys gift sticker.

To complete your exchange, we require the original receipt, or proof of purchase in the form of a Castle Toys gift sticker on the item. Some toy suppliers have their own return/repair policy and you’ll need to contact them for service. Please check with us if you have a problem and we’ll point you in the right direction.  Castle Toys always strives to ensure our customers have the best shopping experience.

Once we have received your online purchased to-be exchanged item and it’s inspected, we will send you an email to notify you that we have received your exchanged item. We will also notify you of the approval or rejection of your exchange.  If you are approved, then your exchange will be processed, and you’ll need to let us know what product you’d like to have for the exchange.  If there is a difference in price we’ll refund you the difference up to a maximum of $5.00CAN.  If you are not approved, it is up to you to pick up the item returned. Castle Toys is not responsible for return shipping costs on non-approved returns/exchanges.  Please note that Castle Toys reserves the right not to ship and cancel an order for any reason.


Castle Toys has the best toys and gifts. If you would like to be issued a refund for your purchase, please bring in your unused and unopened toy within 30 days of your purchase. To be eligible for a refund, your item must be unused and in the same condition that you received it. It must also be in the original unopened packaging. We also require your original sales receipt or in the case of online orders, the electronic order confirmation and exact matching photo ID - the names must exactly match: the first and last. Refunds can only be issued in the original form of payment. For online returns, all non-damage or non-defective returns will be charged with a 20% restocking.

Once your online purchased returned item is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.  If you are approved, then your refund will be processed.  If you are not approved, it is up to you to pick up the item returned. Castle Toys is not responsible for return shipping costs on non-approved returns/exchanges. For any unclaimed returns, we will subtract the return fee from the refund. Please note that Castle Toys reserves the right not to ship and cancel an order for any reason.

Manufacturer Defect

Most manufacturers prefer to directly assist customers with defects discovered within their products. If the brand has a customer service department, contact that brand for missing pieces and/or defective items. In addition, we will be happy to provide contact information regarding such occasions.

Sale items

Only regular priced items may be returned for a refund. Sale items may only be exchanged, but not refunded. Under no circumstances may an item that was purchased at regular price be exchanged for the same item at sale value/price. Items that are purchased from our Clearance section are final sale.


To exchange your online purchased product, you need to mail your product to: Castle Toys #101, 5718 1A Street SW, Calgary Alberta Canada, T2H0E8.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you are granted an exchange, the cost of return shipping will be deducted from your exchange.  Example:  You purchased a green toy truck and we shipped it to you.  You decide you’d like a red toy truck instead.  You will be required to pay to ship the unopened and unused toy back to us, at your expense, and we will then charge you for the exact shipping charge to then send you the red toy truck.  If your order was sent via Free Shipping and you return the order, we will exchange for you the full amount minus the actual shipping costs for your order.  Items purchased online can be exchanged at Castle Toys with your original sales receipt; however exchanges will be subject to a re-stocking fee if Free Shipping was involved. In instances where it is an exchange for an item of equal or greater value, the re-stocking fee will be waived or if the order was picked up in-store the fee will also be waived.  Additional charges may apply for shipping oversize or heavy items.  Remote locations may be subject to additional shipping costs.  Please be fair to us and we’ll do our best to make sure your shopping experience is pleasurable.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.  We ship using expedited services and, depending upon the season, most packages are processed the day the order is received.

If you are returning an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance.  We don’t guarantee that we will receive your returned item.  Castle Toys is not responsible for items that may have become lost, stolen or damaged in shipment.  Please note that Castle Toys reserves the right not to ship and cancel an order for any reason.

Shipment Receiving Guidelines

These guidelines must be followed in order to ensure the option of exchanging or returning any of the items purchased:

  1. For insurance purposes many packages will require a signature.  You must be present to receive, inspect, & sign for your delivery if a signature is required.
  1. Before signing/receiving the package:

    a) Check to ensure you have received the proper number of packages. (i.e., If five boxes were shipped you should be receiving 5 boxes)

    b) Check for damaged packaging
  1. When signing for the package it is very important to be as detailed and descriptive as possible on the form and/or packing slip before you give your signature.  Your signature indicates acceptance, and if you simply sign without inspecting the packaging or its contents, then you are accepting the shipment “as is”.  If you did not receive the proper number of packages or if any items appear as if they could be damaged, make sure you note this prior to signing.  If damages or shortages are not recorded the shipping company will not honour insurance claims and unfortunately we will not be able to honour our return policy.
  1. Immediately unpack all contents to ensure that you were shipped the correct items.  If there are any damages or shortages they must be reported immediately (within 24 hours) using our Return Policy.

Please note we reserve the right not to ship any orders for any reason.  If your order has a problem and cannot be shipped, we will contact you with a potential resolution.  We will always strive to do our best to serve you. 

Castle Toys is not responsible for lost shipments that we send.  Castle Toys will not be held liable for missing shipments.  The purchaser, whether in-store or online, of our items assumes full responsibility of receiving items that we’ve shipped.  Castle Toys will only confirm that we’ve shipped the items and hold no responsibility in seeing that the item arrives to the purchaser.  DO NOT PURCHASE ITEMS INTERNATIONALLY AND EXPECT CASTLE TOYS WILL BE HELD LIABLE FOR WRONG ITEMS, LOST SHIPMENTS, AND DAMAGED ITEMS.

For clothing, toys, or other items without a box the original tags must be intact.

For safety and hygienic reasons, the following products cannot be returned or exchanged:

  • Teethers & pacifiers
  • Bathing items
  • Feeding items
  • Personal care products

The following items are final sale:

  • Clearance items
  • Items that have been removed or taken out of their original packaging
  • Items that have been assembled or modified
  • Special order items (including but not limited to all furniture

*We ship Monday through Friday, excluding holidays.