Frequently Asked Questions

How much is shipping?

You can see the exact cost of shipping on the cart page. Add items to your cart and use the free shipping calculator on the cart page. Shipping is calculated by weight, location and carrier type. 

What about customs, duties and tariff fees?

You are responsible for any customs, duties fees, or tariffs in accordance with your state or country's specific requirements. 

We ship DDU (Delivered Duties Unpaid from Canada. USA customers are responsible for tariff fees instituted by the US Administration. We have no control over these fees.  For all international customers including the USA, If you refuse the package and/or refuse to pay the carrier for your brokerage fees, you will forfeit your purchase and the parcel will not be returned to us. 

Customers using a forwarding service should know that once you ship the product to the forwarding service, we are no longer responsible for your package and any lost/stolen/damaged claims will be denied.

Do you offer a free local pickup service?

Yes. We offer a free local pickup. Simply select the option at checkout. Our team will then pick and pack the order and put your items aside for you to pickup. We will notify you that it is ready for pickup. You will have 14 days to pickup. After that, it goes into our "abandon pile" and you don't get a refund. If you need more time, just contact us. Our storage space is small and we really can't hold items for long.

We try our best to work as fast as possible and most times it is available the same day or next day but if it is busy season then it can take up to 2 days. If the item needs to be transferred from another warehouse, then it may take longer. 

What happens if I forget to pickup my item after 14 days? 

After 14 days, it will go into our abandoned pile. We do try to contact you. After 90 days, it will be donated/resold/used for some art craft project and you will not receive a refund. Please just pick it up 14 days after purchase. Our store is small and we cannot hold items. 

I've ordered a pre-order item. When will it ship?

If an item is a pre-order item, we typically list the ESTIMATED shipping timeframe in the product description. Please check the product page for details. We update the product page if there are changes and we do not contact each person individually to give them updates about each item. 

Please be patient with us as there are many factors that are out of our control including manufacturing delays and shipping delays.

I've ordered pre-order items and in-stock items in a single order. When will it ship?

We will ship an order only when all of the items have arrived in our warehouse and is available to ship. We will put your in-stock items aside in our warehouse and wait for the pre-order items to arrive.  We recommend that you separate your orders if you have pre-order items and in-stock items. If you want us to split your shipment up, we can do that for you for an extra shipping fee. Please contact us using the contact form.

What shipping options are available?

For the USA, we currently offer UPS, Fedex and/or Chit Chats USA. In all cases, we ship using DDU (Delivered Duties Unpaid), You are responsible for your own tariffs and/or taxes.

For Canada, we use Canada Post and/or courier services such as GLS UPS, Canpar, ICS, Intelcom and more.

For International countries including those in Europe, Asia, and Africa we use UPS, POSTNL, Canada Post and more. Most often times these services will band over to local postal service in your own country and the tracking number will work on your own local service as well. (except UPS and FEDEX)

How long will my package take to ship?

Most of the time we try to ship out the same day but because we sometimes have inventory in multiple warehouses, there can be a handling period of up to 2 days. We can't guarantee the shipping times but we can estimate.

My package is lost or stolen?

Mindzai is NOT responsible for lost or stolen packages. 

You can reach out to the following companies if your package was lost or stolen. If it is not one of the following, contact us and we will be happy to help you file a claim but will NOT guarantee a positive result.

Canada Post:
If your package was shipped via Canada Post please go to the Canada Post claims at https://www.canadapost-postescanada.ca/cpc/en/support/kb/receiving/mail-delivery/mail-with-tracking-number-not-delivered-what-can-i-do?icid=Support_Page|Filing_a_Claim|Line_2

USPS: 

If your package was shipped via USPS please go to the USPS Missing Mail link at https://www.usps.com/help/missing-mail.htm

UPS:

If your package was shipped via UPS please file a claim with UPS at https://www.ups.com/us/en/support/file-a-claim.page

DHL: 

If your package was shipped via DHL please file a claim with DHL at https://www.dhl.com/global-en/home/our-divisions/freight/customer-service/how-to-prepare-a-claim.html

My item arrived damaged. What do I do?

Our definition of "item" is the actual item inside the box. We do not consider box packaging as the item as the box packaging is there to protect the product. If the box has a dent on it, that is not considered defective or damaged.

If the actual item inside the box arrived broken and/or is defective, please contact us by sending an email to customer service and please attach a photo of the damaged item within 3 days of receiving it. We'll work with you to get you a replacement or a store credit.

Additionally, if you purchased the ROUTE shipping protection, it also covers damaged items caused by the shipping company. You can also file a claim at claims.route.com

Where do you ship to and where do you ship from?

We ship worldwide. Pending any embargos and/or economic sanctions issued by the government of Canada or USA. We typically ship from our store in Markham but we have multiple warehouses across Canada and the USA.

What is your refund policy?

All sales are final. Please see our full policy here.

Can I make a return in-store?

No. All sales are final and we do not accept returns in-store. 
However, if you have received a defective item, please come in and we will help you either find a replacement or give you a store credit for your defective item. A slightly damaged box is not considered defective.

What is inside the Mystery Toy Box Classic Subscription?

Each month, our team along with our partners curates the Mystery Toy Box and each month is a surprise. In general we try to pack at least 5-6 items in each box. We pack a variety of premium quality toys from brands!

What is inside the tokidoki Mystery Toy Box subscription?

Each month, we work with the team at tokidoki and offer 5-8 toys or accessories in each box. We also include exclusive post cards, coloring pages as well! In the future, we will have product exclusives as well!

Where is your store located?

Our main store is located in Markham, Canada. Please see our store locations page to see all our locations and kiosks as well as the hours of operation

I ordered online and I selected in-store pickup. When can I pickup?

You will receive a notification to let you know when your order is ready for pickup. It's typically ready in a day. Call us if you need same day. We can't promise but we will try.

Sometimes (very rarely) we need to transfer an item from one store to another so you may need to wait about a week for certain items. We only do a store transfer once per week.

What is a Marketplace Seller Item?

Mindzai operates a marketplace where sellers can bring in their items to sell. At this time, sellers list the items and then they must bring the item into our shop for approval. All items are checked for authenticity. 

What is the Marketplace Item Service Fee?

Mindzai operates a marketplace in our shop where sellers can bring in their items to sell. We do quite a bit of work to make this happen. The Marketplace item service fee covers transaction fees, store operational costs and packing essentials, as well as fees associated with payouts to our vendors. Each item in our marketplace has a marketplace fee of 13%. However, prices on marketplace items set by sellers are already taxes inclusive.

Which Buy Now Pay Later services do you offer?

We currently offer Sezzle as our Buy Now, Pay Later service. Please visit the sezzle page for more info.