Store Policies

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BY PURCHASING FROM TENACIOUS TOYS, YOU ARE INDICATING YOUR UNDERSTANDING OF, AND AGREEMENT TO, THE FOLLOWING STORE POLICIES:

A. PREORDERS

  1. WHAT IS A PREORDER? A preorder is an order you place for a product before that product is actually released to retail shops. You are paying for something that we do NOT yet physically have in stock in our warehouse.
  2. All preorders are charged to your card immediately at the time of your order, regardless of when the actual product is slated to arrive. But WHY? Because in the past, we've had MANY customers backing out of their preorders just before the arrival of the products. Not cool. We base the size of our order on the number of preorders we get.
  3. ALL PREORDERS ARE FINAL. We cannot be held responsible for products that arrive later than expected. No refunds will be offered for ANY item that is not yet in stock. Make preorder purchases carefully. No exceptions. Customers who file chargebacks against us via PayPal or credit card will be banned from ordering from us forever.
  4. Each order is shipped together in one box. If you wish to purchase in-stock and preorder items, you must purchase them in 2 different orders to ensure that you get the in-stock item quickly. Otherwise, we will ship the entire order to you when the final product arrives. That could be months of waiting.
  5. We do not offer any refunds or compensation of any kind to customers whose preordered products arrive later than our published ship dates. We have no control over the date that the manufacturer ships to us.

B. SHIPPING POLICIES

  1. We ship in-stock items on weekdays from our Michigan warehouse. Our warehouse does not operate 24 hours a day, so please be patient. You will receive your package shipment confirmation via email once they have shipped. Please always double-check your Spam and Junk folders for tracking number emails from sales@tenacioustoys.com and tenacioustoys@gmail.com - we love emailing so we end up in those folders a lot. In Gmail also check your other tabs or just search your entire email inbox for "tenacioustoys"
  2. Expect your in-stock item to be shipped within 2 business days.
  3. Custom toys are usually shipped to you by the artist that created them, so it may take a few extra days for them to mail your custom toy order.
  4. We ALWAYS send you an email once your package has shipped.  This happens automatically as soon as our warehouse applies postage. If you have not yet received that email, that means we have not yet shipped your order. Check your spam folder.
  5. Make sure you whitelist ALL Tenacious email addresses so you do not miss those crucial shipment & tracking emails: sales@tenacioustoys.com & tenacioustoys@gmail.com
  6. Flat Rate or Cheapest or Economy or Free Shipping options default to the cheapest possible shipping service. You do not get to choose the service if you opt for one of these shipping options at checkout! Our system chooses for you. For US customers this could be: USPS, Fedex, Fedex Smartest or something else. Often for international customers (outside the US) this means UPS Innovations or AsendiaUSA. Innovations does NOT have tracking, and takes 3-4 weeks to reach you. If you require the package faster, or you prefer to have tracking, or you prefer to choose which shipping service you prefer, DO NOT choose Flat Rate or Economy or Free Shipping or Cheapest Shipping.
  7. Tracking numbers will be included in the shipping confirmation email for all services EXCEPT UPS Mail Innovations. For some reason, that service has a package ID number instead of tracking, and our email code can't recognize it. To retrieve your UPS Innovations package ID number, please log into your account here on the website and look into your order history.
  8. PREORDERS DO NOT SHIP RIGHT AWAY. Please be aware of the status of the items that you order. We wait months and occasionally over a year to receive certain items. There's nothing we can do about this - we get the items when we get them. Join our email list if you'd like to receive weekly updates on the arrival of new items.
  9. We offer a FREE shipping option for customers ordering $150 or more, and shipping to a US address. You must use code DANGER at checkout to activate free shipping.
  10. Free Shipping to Canada for orders of $250+ and Free Shipping to UK for orders of $500+. Free Shipping orders will be shipped via the cheapest possible method. If you have a specific shipping service you prefer (USPS or Fedex) please choose that service instead of "Cheapest" to ensure proper delivery.
  11. We offer shipping protection at checkout through an app called Route. It is a checkbox during the checkout process. If you decline to opt in to Route shipping protection, and your package does not arrive, we will not offer a refund or replacement.
  12. We do NOT offer any refunds for packages that are in transit, or for packages that are delivered later than expected.
  13. We do not offer any refunds or replacements for packages that are stolen after delivery at your address. If your tracking indicates "delivered" and you do not have the package, you must call the shipping company yourself to inquire about the package.
  14. If you cannot locate your package, and you believe it to be missing, stolen or misdelivered, please file a claim yourself with the shipping company. We will provide you with whatever pieces of info you may need to complete this claim, but we will not make the phone call ourselves, nor will we fill out the claim form for you.
  15. Large shipments (several larger toys over 8" tall each) may be subject to a slight delay as we adjust the contents of multiple boxes to ensure that all toys are packed safely, and then delivered to you in reasonably sized boxes that a normal person can handle. This may include orders over $500 or orders of more than 10 toys. This would also result in multiple tracking numbers for a single order. If you find yourself placing larger orders, please feel free to touch base with Benny personally via DMs or chat messages to get the info straight from him about how and when the order will be handled. 

C. INTERNATIONAL ORDERS

  1. We have a $200 minimum order size to ship to UK and EU addresses. If you add less than $200 worth of goods to the cart, your shipping cost will display in the cart as $5555 with a note to add more items to your cart. NO, there is nothing wrong with our site. No, we do not expect anyone to pay $5555 for shipping. We have this minimum due to your country's VAT laws. Above $200 value and you are required to pay your own VAT (as opposed to us pre-paying it for you!)
  2. Due to COVID, we are seeing long delays in postal service shipments worldwide. Read more here. To avoid delays, choose Fedex.
  3. ALL ORDERS SHIP FROM THE USA and may incur customs fees upon delivery. We do NOT have any facilities in any other countries.
  4. Customs fees, VAT and other taxes are the responsibility of the buyer. We do not refund customers for those taxes and fees.
  5. New international customers should order a small item ($25 or less) first to establish a relationship with us. After that transaction has been completed and you have received your item safely, we would be more than happy to sell you more high-ticket (expensive) items.
  6. First-time international buyers making purchases of $100 or more will be closely examined simply because we've been burned by credit card fraud too many times. Don't take it personally if we cancel your order... if we cancel your order, we will send you an email explaining why we did that.
  7. We have had issues with fraudulent orders and lost mail in the following countries: Philippines, Mexico, Italy, Indonesia, Malaysia, Singapore, USA and many, many others. We reserve the right to cancel/refund any order which sets off our red flags. To be fair, we've been the victims of credit card fraud from criminals in the US, Australia and New Zealand as well, so it's pretty widespread. (I hate losing $1000 worth of products to scammers, and I refuse to let that happen anymore.)
  8. We no longer permit credit card payments by Filipino customers due to an overabundance of credit card scammers from the Philippines. These orders are auto-cancelled by our website. Filipino customers must pay via Paypal, Apple Pay or Google Pay. Any questions about this can be sent to us via our contact form.
  9. We no longer permit credit card payments for orders shipping to US freight forwarders due to an overabundance of credit card scammers using those services. These orders are auto-cancelled by our website. If you have a US-based freight forwarder, please pay via Paypal, Apple Pay or Google Pay. Any questions about this can be sent to us via our contact form.
  10. We recommend against shipping First Class to Italy and Mexico as those two countries have presented repeated problems with the final (local) delivery of the packages. In short, the mail carriers tend to steal them, as there is no tracking. If you are in Italy or Mexico, we implore you to choose a shipping service with tracking, such as any Fedex service, or USPS Express Mail. We will NOT refund any money to customers in Italy or Mexico who choose First Class Mail or "Cheapest" as their shipping service, and then do not receive said packages. We warned you.
  11. 2021 Coronavirus note: US Postal service has temporarily stopped servicing the Philippines, South Africa, Saudi Arabia, Peru and several other countries. Check here for a full list. In order to have your order shipped to any of those countries, please choose Fedex. More info here.
D. RETURNS, REFUNDS & DISCOUNTS
  1. All sales are Final Sale and we do not offer returns, unless you purchase Seel Return Assurance.
  2. For defective or damaged products, please contact us at sales@tenacioustoys.com with information about your order to discuss a refund or exchange.
  3. If you purchase Seel Return Assurance for eligible items in your order, please use the Seel Return Portal to return your eligible items.  You can learn more about the Seel Return Assurance policy here.  If you do not purchase Seel Return Assurance along with your order, the order is Final Sale as stated above.
E. PRIVACY & SECURITY
  1. Our entire site is secured (https) for your safety.
  2. We will never sell, give away or otherwise distribute ANY of your personal information. That includes name, address, email, phone number, payment info like Paypal addresses and CC numbers, and ANY other personally identifiable info. Your privacy is sacred here.
  3. All credit card and transaction information is protected by the same level of security used by banks: a 256-bit SSL certificate.
  4. We never actually see your full credit card info. We just can't, our system doesn't give us that info, even as "super administrators." When we look at your order, we can only see the last 4 digits of your card number.

F. COMMUNICATIONS

  1. We send out many of our promotions and notifications via email. This may include links to new & hot products which could be emailed to you with no prior warning. (Clutter favors this strategy and we do sell some of their items using the same strategy.) It is your responsibility to make sure you are receiving & viewing our emails in your inbox. We cannot help you with this, management of your email inbox is on you. Please whitelist / prioritize our emails in whatever way makes the most sense for you. We cannot be held responsible for your email server delivering you the emails too late to take advantage of a new drop.
  2. We never send you unsolicited emails or texts - you must sign up for our lists on our website or during checkout in order to begin receiving them. All methods of communication also include an Unsubscribe link for your convenience.
  3. Order confirmations, tracking numbers, delivery notifications and post-order follow-ups could be sent to you via email, text message/SMS or within FB Messenger. Please look out for those communications.
  4. We are not responsible for missing packages whose tracking and delivery info has been clearly communicated to you, sometimes in multiple ways. It is your responsibility to keep on top of your incoming Tenacious packages and make sure they are delivered to your door. If the package has been marked delivered in the tracking info, and you do not have it in your hands at your house/apartment, please contact the delivery service immediately by phone to inquire about the package. We cannot take that step for you.

G. DON'T BE A JERK

  1. Our social media is our temple. Abuse, hate speech, and overall negativity will not be tolerated on any of our social media channels. Violators will be blocked and reported.
  2. Filing chargeback cases through your credit card company or PayPal will result in an immediate lifetime ban from our shop.
  3. Falsifying information to your own benefit and our detriment, such as the arrival date of your package, or whether your package was delivered safely, will result in an immediate lifetime ban.
  4. Threats of any sort, including threatening to start a case against us, will result in an immediate lifetime ban. Homie don't play that.
  5. Flipper and bot orders will be cancelled without warning when discovered. Flippers and customers using bots to make purchases will be banned.
  6. Credit card scammers cost us time and money and will be dealt with harshly. This cannot be overstated. We will happily work with the police in your area near the shipping address you give us. We have tons of identifiable info we can give to them, including your IP address.
  7. Any order designated as "High Risk" by Shopify will be cancelled immediately. There will be no warning or negotiation in this process. You will be marked, black balled, banned, etc.
  8. Do not get angry if we don't return your email, DM or message immediately. Benny is extremely busy and he is the ONLY PERSON here. He is working as fast as he can. Unnecessary anger directed at Benny will result in a lifetime ban. Please send one message thru our contact form and wait for a reply.