Track an Order & Get Help
Your confirmation email is the best starting point for checking an order. Keep it until your purchase has arrived and you have checked the contents.
Open your order-status page
Use the order link in your confirmation or shipping notification. Check the item names, selected versions, delivery address and current status. If a carrier tracking number is provided, follow that link for shipment updates rather than relying only on an older email.
If you cannot find the email
Search the inbox and spam folder of the email used at checkout for the store name and order confirmation. If you still need assistance, contact us with that email address, the approximate purchase date and an order number if available. Do not send your full card number, account password or security code.
When tracking has not changed
Check whether the status refers to label creation, carrier acceptance, transit or delivery. These are different stages. Include the latest visible tracking message in your support request so the issue can be checked against the correct shipment.
Address changes and cancellations
Send the request promptly and describe the change clearly. An order already being processed or shipped may not be changeable. Wait for confirmation of the outcome instead of assuming the request has altered the order.
Check the package when it arrives
Compare the contents with the selected version in your order. Keep the packaging if there are missing parts, visible damage or a mismatch. For a damaged toy, stop using it and contact us with the item name, order number and a description of the issue.