Customer Service

Your Account

CREATE AN ACCOUNT

Creating an account at endeavourtoys.com will provide you with full access to a variety of enhanced shopping features.

• Gift Registry - Create a gift registry to help family and friends select socially responsible gifts for a special party or occasion.
• Wish List - Create and save a list of all your favorite products with your own personal wish list.
• Order Status and Tracking - Receive important updates on the status of your order, and track your order from shipment to delivery.
• Faster and Easier Checkout - Configure your billing and shipping information to make checkout a breeze.
• News & Exclusive Offers - Sign up to receive email updates on special promotions, sales, new products and more!

Best of all, creating an account at endeavourtoys.com is easy and takes only seconds! To register your information, simply click the My Account link in the web site header and complete the New Customer information, or follow the prompts when placing an online order.

Of course, you are always welcome to shop at endeavourtoys.com as our guest, without establishing an account.

Your privacy is valued at endeavourtoys.com. Please view our Privacy Policy for more information.

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MANAGE YOUR ACCOUNT

To update your account online, simply click the My Account link on the web site header to access your personal account settings and order information. Follow the links to:

• Update your email address or password
• Manage your address book
• Edit your wish list
• Edit your gift registry
• Manage product reviews
• Check order status
• Track an order

If you have forgotten your password, click here.

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Your Order

EMAILS ABOUT YOUR ORDER

After you place your order, you will receive emails from us about your order status. In most instances, these emails will include:

• Order Confirmation: This email includes your order number and confirms that we have received your order. We recommend that you keep this email for your records.
• Shipment Confirmation: This email confirms that your order, or part of your order, has been shipped. If items in your order were shipped separately, you will receive an email to confirm the shipment of each item.
• Order Cancellation: This email confirms that your order has been cancelled at your request. Keep this email for your records.
• Unable to Process Your Cancel Request: This email is sent if we are unable to process your cancel request.
• Important Notices About Your Order: Please follow the instructions provided within an email notifying you of 1.) difficulty in processing your order; 2.) inability to ship your item(s) to the address provided; or 3.) cancellation of your order.

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ORDER STATUS / TRACKING

You can check the status of your recent order(s) by visiting our Order Status / Tracking page. This is the easiest and fastest way to get the most current information regarding your order(s). Please allow up to one hour after you place your order for your order information to be updated in our system.

When you click the My Account link on the web page header, you will be prompted to sign in with your email address and password. After you sign in, click "Order Status / Tracking." An order summary page will provide you with detailed information about your current order or past orders you've placed at endeavourtoys.com. Once your order is shipped, a tracking number — if available — will be displayed. Depending on the method of shipment and the carrier, you can click the tracking number to view the delivery status of your order. It may take up to 48 hours or longer for a shipping carrier to provide a tracking number. This basically means that even though your package has left our warehouse or the manufacturer's warehouse, the carrier may not be able to provide any information about your package for up to 48 hours or more.

Tracking availability may vary depending on:

• Type of item(s) purchased
• Shipping method
• Carrier delivering item(s)

Occasionally, orders are delivered via a carrier that does not offer the ability to track a package. In these instances, the "Order Status / Tracking" section on our website will not display tracking information, but will still show order status and other details.

Some orders may contain items that ship separately by different carriers and/or shipping methods. If available, you will be able to view the status of each item in your order, even if items are shipped separately.

Difference Between Order Status and Tracking Information

Your Order Status is supplied by endeavourtoys.com and represents what is happening with your order between the time you place it and the time it ships from either our warehouse or the manufacturer in the case of a drop shipped item. Once your order leaves our warehouse or the manufacturer, it is handled by a carrier (such as FedEx, USPS or UPS). This carrier may provide Tracking Information, which allows you to keep track of your order from the time it leaves our warehouse or the manufacturer's warehouse, to the time it reaches its destination*. When it becomes available, this tracking information is accessible from the "Order Status / Tracking" section of our website.

* Carrier-provided tracking information may not be available for up to 48 hours or longer after a product is shipped.

Estimated Delivery Date Has Passed and You Have Not Received Your Order

Orders that are shipped via a trackable method (such as UPS) will have tracking information available in your account. Please check this information, if available, and read through the following options:

• If the tracking information indicates the package has been delivered, please check with your neighbors, building manager or family members. Packages are also occasionally placed somewhere relatively safe such as your porch, garage or even behind bushes.
• If the tracking information indicates the package is being returned to us, or if the address is incorrect, it may have been undeliverable.

If there is no tracking information, or the above options do not apply, please contact our Customer Service department at (888) 518-2403.

Examples of standard order status messages are included in the table below. 

Standard Status Messages
Submitted and processing	Your order has been submitted and the information you entered during checkout is being processed.
Shipped on: 00/00/0000	The item(s) has shipped from our warehouse or the manufacturer's warehouse and is on its way to the designated shipping destination.
Return received on: 00/00/0000	Your returned item(s) is being processed. If you returned an item(s), this status lets you know that we have received the item(s).
Credit issued on: 00/00/0000	After your returned item(s) is processed and your original order information is located, your credit will be issued. You can expect to receive credit for a returned item(s) within 30 days after we receive it.

 

Additional Status Messages
Temporarily Suspended Please call 1.800.123.4567	Your order is suspended and is awaiting your verification. This is potentially due to missing/invalid order or payment information. If you receive this status message, please contact us immediately.
Cancelled on 00/00/0000 due to missing or invalid order information	An error has occurred during the order authorization process. Your order was suspended and finally cancelled, after we attempted to contact you. Once an order is cancelled, it cannot be reprocessed and must be submitted again on our website.
Cancelled on 00/00/0000 due to missing or invalid payment information	Your returned item(s) is being processed. If you returned an item(s), this status lets you know that we have received the item(s).
Credit issued on: 00/00/0000	Due to missing or invalid payment information, your order was cancelled. Once an order is cancelled, it cannot be reprocessed and must be submitted again on our website.

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DELIVERY OF YOUR ITEMS

Most of the toys and treasures we share with you at endeavourtoys.com are not mass produced. While some may be stocked in small quantities, many are hand-made especially for you by skilled manufacturers who are committed to providing high quality products. When placing your order, please allow ample time for customization and shipment. Your patience will be rewarded with unique and beautiful craftsmanship!

We have made arrangements with many of the manufacturers we work with to ship your items directly to your door from their production facility. This both expedites the shipping process and consumes less energy. Therefore, if your order includes multiple items, please expect that they may arrive in separate shipments.

The delivery time of your order typically depends on:

• When the order leaves our warehouse or the manufacturer's warehouse;
• Shipping method;
• Destination address; and
• Time of year (peak holiday seasons may result in longer delivery times).

Expected shipping timeframes are listed for each product on the product page. Please expect longer wait times during peak holiday operations and order in advance! If it comes to our attention that shipment will be delayed for any significant time period past what is expected for a particular item, we will notify you of the delay and provide an estimated ship date.

Please keep in mind that business days are Monday through Friday, excluding federal holidays within the United States. You can read more about delivery times and shipping options on our Shipping Methods and Costs page.

As soon as your order is delivered, check the package for any potential damage that may have occurred during shipment. Carefully inspect the packaging, as well as the contents of the package. It is normal for the package to show some wear. However, if damage did occur, follow these steps:

• Accept the package, but make a note of the damage on the shipping receipt. Then sign and date the receipt. The delivery person should also sign the slip and leave a copy for your records. Next, contact our customer service department immediately at (888) 518-2403. Please have your order number ready when you call.
• If there is extensive damage to the package, refuse the order and contact our customer service department immediately at (888) 518-2403. Please have your order number ready when you call.

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CANCELLATIONS

Cancellations Due to Order Processing Difficulties

Occasionally, all or part of an order is cancelled by our system for various reasons, including:

• Item(s) is not available
• Payment information could not be verified
• Shipping address could not be verified

If your order is cancelled, you will receive an email notice that explains the reason for cancellation. You will not be billed for cancelled items.

Canceling Your Order

After you have clicked "Send My Order," you may be able to cancel your entire order. To view your order, simply click the link in your Order Confirmation email. Or, click the "Order Tracking" link on the website. If your order can be cancelled, you will see a "Cancel Order" button beside the order.

Please note that you have a limited amount of time in which to cancel your order, as our system is designed to process orders immediately. In addition, you cannot cancel/change only part of your order. You must cancel the entire order.

Your credit card will not be charged if you cancel your order. However, if you use a gift card to pay for your order, you may not receive credit back for up to 3 to 5 business days. Once we are able to reissue credit, you will receive an email confirming credit back to your original form of tender. We apologize for any inconvenience this may cause.

Please contact us immediately at (888) 518-2403 if you wish to cancel your order for one of the following reasons:

• You are notified by email that an item(s) in your order is unavailable. (You can only cancel the unavailable item(s) in such an order)
• You are notified by email that we are unable to process your payment information

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SHOPPING CART

This feature is similar to a shopping cart in a retail store. You can save an item(s) in your Shopping Cart until you are ready for checkout. The item(s) will remain in your Shopping Cart until it is purchased or removed.

Here's a breakdown of how to use your Shopping Cart and make changes:

• Update the quantity: If you would like less or more of an item(s) in your Shopping Cart, simply type in the quantity you'd like to purchase and click "Update Cart."
• Remove an item(s): To remove an item(s), click "Remove from Shopping Cart," or change the quantity to zero and click "Update Cart."
• Move an item(s) to your Wish List: If there is an item(s) in your Shopping Cart that you want to save but do not wish to purchase immediately, you can move it to your Wish List by clicking "Move to Wish List."
• Continue shopping: If you'd like to continue shopping, click "Continue Shopping." You can return to your Shopping Cart at any time by clicking "Shopping Cart" at the top of the page.
• Proceed to secure checkout: Once you're done shopping, click "Proceed to Secure Checkout" to purchase the item(s) in your Shopping Cart. Our checkout process is fast, easy and secure. See our secure shopping guarantee for more details.

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Payment

PAYMENT OPTIONS

Endeavour Toys accepts the following credit cards for payment:

• Visa
• MasterCard
• American Express
• Discover

We also accept the following other forms of payment:

• endeavourtoys.com Gift Certificates
• PayPal™

PayPal is an alternate method for purchasing your order on endeavourtoys.com. It enables any individual or business with an email address to securely send payments online. With a PayPal account, you can choose to pay with your credit card, debit card, bank account or PayPal account balance for any purchase you make. Your credit card and bank numbers are never seen by the seller or merchant. Plus, you're 100% protected against unauthorized payments sent from your account.

PayPal™ Conditions
If you select PayPal as your payment option, you will continue through the standard checkout process, then automatically proceed to PayPal.com to complete your payment.
Once you have been redirected to PayPal.com, you will have 25 minutes to complete the payment before your order is dropped.

We do not accept the following forms of payment:

• CODs
• Personal Checks
• Layaway Plans

Important information:

• For your security, your billing name, address and phone number must match the information that appears on your monthly credit card billing statement. We reserve the right to cancel any order that does not match these criteria.
• An important note about debit and credit card transactions:
• Your credit or debit card will not be charged until your item(s) is shipped, at which time we will email you tracking information. Before your item(s) is shipped, your debit or credit card statement may show what looks like a deduction from your account. Please note, these funds have not been deducted but are being reserved within your account to ensure your order can be processed. This is known as an "authorization hold" and typically lasts from 3-7 days, depending upon the policy of your bank.

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SALES TAX

The amount of sales tax charged to an order depends on the state your item(s) will be shipped to and local sales tax laws. You will be able to see the sales tax amount before submitting your order.
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Gift Certificates

Endeavour Toys Gift Certificates are not available at this time.

An Endeavour Toys Gift Certificate is an electronic gift certificate sent to you via email. Alternatively, if you prefer, your gift certificate may be mailed to you. Either way, your gift certificate will be created with a unique serial number. The serial number is used to purchase items from Endeavour Toys. All gift certificates are valid for one year from the date of purchase. Each gift certificate purchased may be for any amount you choose between $10 and $1,000.

IMPORTANT: Gift Certificates are the same as cash. Therefore, we don't provide gift certificate serial numbers over the phone. If you lose your Gift Certificate email, you will be instructed to login to your account, and view your order for this information. Alternatively, a gift certificate may be mailed upon request.

Purchasing an Endeavour Toys Gift Certificate

To purchase an Endeavour Toys Gift Certificate, simply select "Gift Certificate" from the shop drop down menu. Next, enter the desired amount and quantity of gift certificates you would like to purchase. Click "Add to Shopping Cart", "Add to Wish List", or "Add to Gift Registry" as desired. Once you have completed the checkout process, your Endeavour Toys Gift Certificate(s) will be automatically sent to you via email. Please note it is the responsibility of the customer to present the gift to the recipient.

Of course, you may also order Endeavour Toys Gift Certificates over the phone. Simply call our friendly customer service department at (888) 518-2403 and a representative will be happy to assist you with your order.

In the event that you would like us to mail your gift certificate to you, please be aware that you will receive a standard 8 ½ x 11 piece of paper containing your gift certificate serial number and balance information. You will not receive a gift certificate that appears the same as the image on the product page.

To Check the Balance of an Endeavour Toys Gift Certificate

To check the balance on an Endeavour Toys Gift Certificate, simply go to the Account Sign In page here and follow the directions below:

• If you are a returning guest, enter your email address and password.
• If you are a new guest, enter an email address and password.
• Select "Check Gift Certificate Balance" located under Account Features on the Sign In page.
• Enter your Gift Certificate number. Then, click "Check Balance."
• You can also check your Gift Certificate balance by calling our Customer Service Department at (888) 518-2403. Be sure to have your Gift Certificate serial number ready when you call.

To Redeem an Endeavour Toys Gift Certificate Online

You can redeem your Endeavour Toys Gift Certificate by following these steps:

• Select the item(s) you'd like to purchase at Endeavourtoys.com.
• Next, click "Shopping Cart" and proceed through our standard checkout process.
• When asked to select the Payment Method, choose "Gift Certificate". The form will refresh with a field to enter the Gift Certificate #.
• Enter the Serial Number printed on the Gift Certificate and click the button to PAY WITH GIFT CERTIFICATE.
• If the order is paid in full, you will see an order invoice page. Any available balance will remain on the gift certificate until the expiration date.
• If the order is not entirely paid after entering the gift certificate number, you will see a message instructing you to choose another payment method to complete the order.

Reduction of Gift Certificate Balance

Unlike a credit card, we deduct the value from your Gift Certificate right after your order has been submitted. In the event that all or part of your order is cancelled, the value that was deducted will be added back on to your Gift Certificate. Therefore, please hold on to any Gift Certificates used for your order.

Keep Your Gift Certificate Until Your Order Arrives!

It's important to keep your Endeavour Toys Gift Certificate until your order has arrived — even if it has been fully redeemed. We will return value to the original Gift Certificate used for your order if:

• You lose or misplace your Gift Certificate, or
• all or part of your order gets cancelled.

Lost, Misplaced, or Stolen Gift Certificate

If your Endeavour Toys Gift Certificate is lost, misplaced, or stolen, please call our Customer Service department at (888) 518-2403 for assistance.

Other Polices Regarding Gift Certificates

• Endeavour Toys Gift Certificates cannot be redeemed for cash or returned for a refund, except as required by applicable laws in some states.
• Endeavour Toys Gift Certificates can be applied towards the price, gift wrap, shipping and/or tax charges for eligible items.
• If you place an order that can be paid for with a Gift Certificate, you can also use eligible promotional codes.
• The purchase of an Endeavour Toys Gift Certificate cannot apply towards any endeavourtoys.com promotions or promotional events. For example, when you purchase an Endeavour Toys Gift Certificate, the amount you spend on the Gift Certificate does not count toward an offer of free shipping.

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Shipping Information

ITEM AVAILABILITY

If an item is available on our site, you will see an "Add to Cart" box on the right-hand side of the product detail page. If you do not see the "Add to Cart" box, the item is temporarily out of stock and cannot be ordered at that time. However, you can add an item that is out of stock to your Wish List. Or, you can choose to receive a notification email when the item is back in stock.

If you have any questions about item availability, please contact our Customer Service Department at (888) 518-2403. A friendly customer service representative can help you with your questions and can even place a phone order for you!

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SHIPPING METHODS AND COSTS

Unless otherwise indicated wtihin the detailed product information, Endeavour Toys only ships within the United States of America. Some of our products can be shipped internationally, however, a separate shipping quote is usually needed in these circumstances. Please contact us prior to placing an order should you require international shipping.

We have made arrangements with many of the manufacturers we work with to ship your items directly to your door from their production facility. This both expedites the shipping process and consumes less energy. Therefore, if your order includes multiple items, please expect that they may arrive in separate shipments. The shipping method utilized to ship your order will depend upon the manufacturer(s) of the items you have selected. Your order will be shipped via the United States Postal Service, UPS, FedEx, and/or another reputable carrier.

Shipping costs are based on origination and destination locations, product weight and/or dimensions, depending on the manufacturer and carrier.

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SHIPPING TO MULTIPLE ADDRESSES

Shipping to multiple addresses allows you to send products in your Shopping Cart to more than one shipping address all in just one order. For example, if you would like to send items in your order to two different addresses, enter both addresses in your Address Book during checkout. Then, select the destination for each item when instructed.

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SHIPPING TIMEFRAMES

Most of the toys and treasures we share with you at Endeavourtoys.com are not mass produced. While some may be stocked in small quantities, many are hand-made especially for you by skilled manufacturers who are committed to providing high quality products. When placing your order, please allow ample time for customization and shipment. Your patience will be rewarded with unique and beautiful craftsmanship!

The delivery time of your order typically depends on:

• When the order leaves our warehouse or the manufacturer's warehouse;
• Shipping method;
• Destination address; and
• Time of year (peak holiday seasons may result in longer delivery times).

Expected shipping timeframes are listed for each product on the product page. Please expect longer wait times during peak holiday operations and order in advance! If it comes to our attention that shipment will be delayed for any significant time period past what is expected for a particular item, we will notify you of the delay and provide an estimated ship date. Of course, you can always check the status of your order or track your order by signing in to your account and following the Order Status / Tracking link.

Orders are shipped on business days only (Monday through Friday), excluding federal holidays within the United States.

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Return / Exchange Policies

We have been very selective in choosing the manufacturers whose products we feature at Endeavour Toys. The manufacturers of these products are skilled craftsmen who take pride in their work and who truly want their products to bring to you a smile of delight. However, in the event you would like to return or exchange an item ordered at Endeavour Toys, we will honor the return and/or exchange policies of each individual manufacturer, and will work with the manufacturer on your behalf to ensure a positive outcome. Due to the fact that many of the products ordered at Endeavour Toys are hand crafted specifically for you, the ability to return or exchange products is highly dependent upon the item(s) ordered.

Please understand that there is a "no return" policy on customized items, and all items presented for return or exchange must be in original packaging, in unused condition, and accompanied by the appropriate packing slip. Specific return / exchange policies are included within the product detail tabs on each product page.

Prior approval is required on all returns and/or exchanges regardless of the reason for the return or exchange. Please call (888) 518-2403, or email info@endeavourtoys.com with your return request in order to obtain a return authorization number and further instructions on where to send your return package. Items that are returned without an assigned return authorization number, or returned to the wrong warehouse, may be subject to additional charges.

Discretionary Returns

Discretionary returns may be subject to restocking fees. Freight costs will not be credited on discretionary returns.

Please follow the instructions below when packing and sending your item(s) for return. The instructions below must be followed in order to process your return:

1. Send the item(s) in its original packaging.
2. Pack the item(s) carefully so that it will not be damaged during the shipping process.
3. Include a copy of the packing slip. We cannot process returns for shipments without a packing slip.
4. Use a secure shipping method to send the item(s) so that it can be tracked. For example, if you are sending it through the U.S. Postal Service, please send it via Certified Mail or priority mail with delivery confirmation. We are not responsible for an item(s) lost during shipping, and we cannot process your return until we receive your item(s).
5. The warehouse where your return will be processed will vary depending on the product. Therefore, please contact Endeavour Toys to obtain a return authorization number and the proper return address.

In General:

• Please inspect your package and its contents as soon as possible upon receipt. Regardless of the manufacturer's policies, which will typically be stated within the product detail tabs on the product page, any problems or concerns identified should be brought to our attention within a week of receipt of your order. The sooner any problems are identified, the sooner we can start working towards a resolution.
• A refund for the price of the item(s) — and any applicable taxes — will be issued to the original form of payment used to purchase the item(s). Please note that this also applies to an item(s) received as a gift. If you return a gift, the purchaser will receive a refund to the original form of payment they used to make the purchase.
• Shipping costs will not be refunded unless the item(s) is being returned because it is damaged or defective. If you are returning an item(s) because it is damaged or defective, please read on for additional details.

Damaged or Defective Items

To return a damaged or defective item(s), please contact our Customer Service Department at (888) 518-2403. You will be provided with pickup instructions and/or a prepaid return shipping label. Once we receive your item(s), you will be refunded the price of the item(s), as well as any applicable taxes and shipping costs. Refunds will be issued to the original form of payment used to purchase the item(s). Please note that in order to receive a refund for the shipping costs of the item(s), you must contact our Customer Service Department before returning the item(s) to us.

Errors

In the unlikely event that there is an error in your order, please contact us immediately at (888) 518-2403 so we can make it right!

Recalled Product Return Policy

Nothing is more important than the safety of your children. To that end, we gladly adhere to the manufacturers' terms surrounding any returns, replacements, or other instructions for recalled items. If you have questions regarding a recalled product, please contact our customer service department at (888) 518-2403.

Warranties

Many of the items sold at Endeavour Toys come with a manufacturer's warranty. For additional information on manufacturer warranties for specific items, please refer to the product detail and/or other informational tabs on the product page.

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Safety, Security And Privacy

SECURE SHOPPING GUARANTEE

We use the industry-standard encryption protocol known as Secure Socket Layer (SSL) to keep all of your order, billing and shipping information secure.

We have established a Secure Shopping Guarantee for every transaction that you make at endeavourtoys.com. Should any unauthorized charges appear on your credit card as a result of shopping on our website, please notify your credit card provider in accordance with its reporting rules and procedures.

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VERIFIED BY VISA

Endeavour Toys supports Verified by Visa (VbV), a security technology that authenticates your Visa card and ensures that only the authorized cardholder is placing the order. If the bank that issued your Visa card supports VbV, you may be prompted to enter your password or to sign up for VbV as you check out. You can also activate your current card now.

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MASTERCARD SECURECODE

Endeavour Toys supports MasterCard SecureCode, a security technology that authenticates your MasterCard card and ensures that only the authorized cardholder is placing the order. If the bank that issued your MasterCard supports SecureCode, you may be prompted to enter your password or to sign up for MasterCard SecureCode as you check out. You can also activate your current card now.

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