Refund policy

This policy explains returns, refunds, and how we handle damaged or incorrect items for purchases made on our website. This policy applies to orders shipped to the United States and Germany.

1. Return Window

You may request a return within 30 days of delivery.

2. Return Eligibility

To be eligible for a return (unless the item is defective or we made an error), the item must:

  • Be unused, unwashed, and in its original, clean condition (free of signs of play, dirt, or damage)

  • Include all original tags attached, original packaging, and any included accessories (such as play figures or small train parts)

  • Include proof of purchase (order number or receipt)

3. Non-Returnable Items

For hygiene and safety reasons, the following items cannot be returned:

  • Items that show signs of play, wear, or washing

  • Unsealed hygiene-sensitive products

If an item is non-returnable, it will be clearly stated on the product page or at checkout.

4. How to Start a Return

Please email us at info@highstartoysinc.com with the following information:

  • Order number

  • Item(s) you wish to return

  • Reason for return

  • Photos (required if the item is damaged, defective, or incorrect)

Please note: Do not send items back without receiving return instructions and authorization from us first.

5. Return Shipping Costs and Fees

Non-Defective Returns (change of mind, ordered wrong item)

  • Customer Responsibility: You are responsible for all return shipping costs. We do not provide free return shipping labels for non-defective returns.

  • Trackable Shipping: We strongly recommend using a trackable and insured shipping service. High Star Toys Inc is not responsible for packages lost or damaged in transit back to us.

  • Original Shipping Charges: Original shipping fees paid at checkout are non-refundable once the order has shipped.

Damaged, Defective, or Incorrect Items (Our Error)

  • If the issue is confirmed after our review, we will provide a prepaid return shipping label, a replacement, or a full refund as appropriate.

Refused Delivery or Incorrect Address

  • If a package is refused or returned to us due to an incomplete or incorrect shipping address provided at checkout, any carrier return costs may be deducted from your final refund.

6. Damaged, Defective, or Incorrect Items

If your package arrives with damaged parts (such as cracked wooden tracks, broken vehicles, or defective learning toys) or contains the wrong item:

  • Contact us within 48 hours of delivery.

  • Provide clear photos showing the issue (such as broken parts, damaged packaging, or the wrong toy) and the original packaging.

  • Our support team will promptly review and assist you with a resolution.

7. Refund Processing Time

Once your returned item is received, inspected, and approved, your refund will be processed back to your original payment method.

  • Approved refunds are processed within 1 to 3 business days.

  • Depending on your bank or credit card issuer, it may take additional business days for the credit to officially post to your account.

8. Exchanges

If you need a different toy style, vehicle model, or train accessory, please contact us. Exchanges are subject to item availability and standard return eligibility requirements.

9. Cancellations

If you need to cancel your order, please email us at info@highstartoysinc.com as soon as possible.

  • If your order has not yet shipped, we will cancel it and process a full refund immediately.

  • If your order has already shipped, we cannot cancel it in transit, but we can help you process a return once the package arrives.

10. Contact Us

Store Name: High Star Toys Inc

Phone: +1 323 583 9888

E-mail: info@highstartoysinc.com

Address: 2150 E 25th St, Vernon, CA 90058, United States

Service Hours: Monday to Friday, 9:00 AM – 5:00 PM (CST)