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    CUSTOMER SERVICE & FAQ

    Customer Service representatives are available by phone Monday through Friday 9:00 am to 5:00 pm EST.
    Customer Service can be reached at (305) 495-6969

    You can send an email to CUSTOMER SERVICE ( toyfactoryinfo@gmail.com ) 24 hours a day, 7 days a week. Customer Service will respond to your email within 24 hours or next business day.

    Our Customer Service Representatives are knowledgeable about the products we carry. We do not accept returns, so please call us and we can help you select the products that are right for you.

     

    Privacy and Security

    Privacy
    Your privacy is important to us. We never share our customers' personal information with anyone. 

    We ship packages in discreet brown boxes with no branding on the box or shipping label. Credit card charges will appear on your account as KTB Entertainment.


    Security
    We use Secure Sockets Layer (SSL) software to protect the security of online transactions. SSL is the industry standard for providing the most reliable protection of consumer information. All of your personal information is encrypted (and therefore unreadable) by SSL as it travels over the Internet, including your credit card number, name and address.

     

    Mailing Address

    KTB

    10924 NW 2nd Street

    Plantation, FL 33324

     

     

    Shipping

    All of our packages are shipped discreetly from our warehouse in Phoenix, AZ, in plain packaging.

    All orders ship withing 24 hours except for the week before Christmas and Valentine’s Day, during those weeks, due to high demand, all orders will ship within 48 hours.

    Undeliverable & Lost Packages


    Once your order ships, we’ll send you an email confirmation with your tracking number.  If your order is returned to us as undeliverable due to an error on your part, (such as an incorrect address, missing apartment number, nobody available to receive the package, etc.) we will attempt to reach you once the package has been returned. Undeliverable or refused packages that are returned to us still sealed with the original shipping tape, with the contents intact and in resalable condition will be refunded (excluding shipping fees).  If the delivery problem is determined to be due to an error on the part of Kitty’s Toy Box, we will replace or refund the order at our discretion.

    Kitty’s Toy Box is not responsible for lost/stolen packages with a confirmed delivery status from the carrier.  If your package is lost prior to delivery, please let our Customer Service Center know via phone or email, as soon as possible.  If the package is not delivered, we’ll contact the carrier to investigate. Pending the results of the investigation we will replace your package.

     

     

    Returns

    Everything we ship from our warehouse is brand new, just as we received it from the manufacturer.

    Given the nature of our products, we do not take returns.  We do this for the safety and care of our customers, so please select your items carefully. For example, if you select the wrong size or color of an item, it cannot be exchanged for something different.

     

    We want to make sure you have a properly working product, so in the event you have a defective item, it can be exchanged for the same item within 30 days of purchase.

    To process your defective exchange promptly, all returns must be pre-approved. 

    Please call or email our Customer Service Dept for a Return Authorization. Before you send your product back, we'll help you troubleshoot your toy to see if we can get it working. If troubleshooting fails, we'll email a pre-paid return label to you, so you can get the item back to us for exchange.

    When we receive your package, we'll inspect and test your item. If we determine that your toy is defective, we'll send you a same-item replacement. In the event we find your toy is working correctly, we'll send it back to you.

    For a Return Authorization, you can reach us Monday through Friday, 9am to 5pm Eastern Time at (305) 495-6969, or by email at CUSTOMER SERVICE ( toyfactoryinfo@gmail.com ) We typically respond to emails within one business day.