Thank you for visiting and shopping at TOG - Toy or Game! Following are the terms and conditions that constitute our Order Processing and Delivery Policy.

Store Pickup/Local Delivery Order Policy

Processing Time

All orders are processed within 1-3 working days, between 9.30am to 6.30pm. Orders are not sent out or delivered on weekends or holidays.

If we are experiencing a high volume of orders, orders may be delayed by a few days.

For Store Pickup orders, once orders are processed, our staff at your selected store pickup location will contact you for collection. Depending on existing stock availability at the outlet, you may only be able to collect your after approximately 1-2 working days. Products on Pre-order will only start to process near/on release date.

For Delivery orders, once orders are sent out, please allow approximately 3-4 working days in transit for delivery. If there will be a significant delay in the delivery of your order, we will contact you via email or telephone.

Local Delivery Rates

Our delivery rates are fixed. Please refer to the table below for rates.

*Please kindly note that the Local Delivery option is only available for addresses within Singapore.

Delivery method	Estimated delivery time	Delivery cost
*Local Delivery (NinjaVan, Standard)	4-5 working days	$8.00
*Local Delivery (NinjaPack, Option only enabled for certain products of smaller physical sizes)	4-5 working days	$4.00
*Local Delivery (NinjaVan, for bulkier items)	4-5 working days	$15.00

Order Confirmation & Tracking

You will receive a Order Confirmation email once your order has shipped containing your tracking number(s). The tracking number will be active within 24 hours.

Customs, Duties and Taxes (For Overseas Orders)

TOG - Toy or Game is not responsible for any customs and taxes applied to your order. All fees imposed during or after shipping are the responsibility of the customer (tariffs, taxes, etc.).

Damages

TOG - Toy or Game is not liable for any products damaged or lost during shipping/delivery. If you received your order damaged, please contact the shipment carrier/delivery courier company to file a claim.

Please kindly save all packaging materials and damaged goods before filing a claim.

International Shipping Policy

We currently do not ship outside Singapore. This is temporarily ceased until further notice.

Returns & Refund Policy

Returns

You have 30 working days to return an item from the date you received the package.

To be eligible for a return, your item must be unused and in the same condition you received it the first time. Original packaging must be kept and receipt/proof of purchase must be available.

Refunds

Once we received your item, we will inspect it and notify you that we have received your returned item. We will notify you on the status of your refund within 1-3 working days after inspecting the item.

Once your return is approved, we will initiate the refund to your original method of payment. Refunds are to be processed within 3-4 working days.

Shipping

You will be responsible for paying for your own shipping costs when returning the item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Our address is as follows:

42 Kaki Bukit Crescent
#03-00, Singapore 416267

Last update: 28/01/2019

EXCHANGE

Before purchasing any item at our outlets, our staff will allow you to inspect your item for any damages or equivalents before making a purchase for it. 

Our policy lasts 7 days. If 7 days have gone by since your purchase, unfortunately we can’t offer you an exchange. We, cannot, however, offer refunds for your purchase.

To be eligible for an exchange, your item must be UNUSED and in the same condition that you received it. It must also be in the ORIGINAL PACKAGING and the receipt must be issued back to us. Please note that you only can exchange for the same product and not another product of different price value.

Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.

 

PREORDERS

Payments made for preorders are non-refundable/non-transferrable.

Preordered products that have been released will be reserved for 14 days. Customers are required to collect their preorders within 14 days, starting from the date of notification from us or our staff.

After 14 days have passed, your preorder will be cancelled without any prior notice and refunds will not be issued.

In the possible event of a customer being unable to make the collection due to personal reasons, TOG - Toy or Game will reserve all rights to amend the reservation period wherever necessary for the customer.

Customers are required to bring along their preorder receipt or order confirmation email to our outlets while collecting the preorder, for verification purposes.

Refunds may only be issued if the preordered item is not fulfilled by us.

Additional non-returnable items:

• Gift cards
• Downloadable software products
• Some health and personal care items

To complete your return, we require a receipt or proof of purchase. Please do not send your purchase back to the manufacturer.

There are certain situations where only partial refunds are granted (only if applicable):

• Book with obvious signs of use
• CD, DVD, VHS tape, software, video game, cassette tape, or vinyl record that has been opened.
• Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
• Any item that is returned more than 7 days after delivery

Refunds (only if applicable):
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds (only if applicable):
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at ecommerce@toyorgame.com.sg.

Sale items (only if applicable):
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

Exchanges (only if applicable):
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at ecommerce@toyorgame.com.sg.

Gifts:
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.