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Thanks for shopping with Quest Toys! We do our best to make sure every transaction is as smooth as possible but understand that sometimes things happen. Below, you will find our Return Policy.

Please contact us at red5@questtoys.com if you have any more questions.

Unopened Items

Unopened and unused items can be returned within 30 days from the date of delivery unless specifically stated on the product details page. The packaging must be in the same condition as when initially received.  All returns are subject to inspection and verification by our returns department. Original shipping cost is not refundable.

Opened Items

Opened items are not eligible for returns. this includes:

  • Items that have been opened or removed from the packaging
  • Items that have visible indications that the packaged has been opened
  • Opened cases that are no longer factory sealed

Damaged Items

Any item damaged in transit can be exchanged for a replacement of the same item, if you send us the request within 5 days of receiving your order. If the item is no longer available, we will be happy to issue a refund.

We request that you e-mail your order # and images of the damage (e.g. shipping box, damage caused to the item, etc.). This will be need for us to file a claim with the transit company.

The following issues do not qualify as a defective product:

  • Minor cosmetic paint issues
  • Package condition

How to Return an Item

Please contact Customer Service to receive authorization for your return so that the item(s) can be accepted. Any returns without authorization will be delayed and possibly not be eligible for a refund. Customer service may be reached by:

  • Email: red5@questtoys.com [FASTEST response]
  • Instagram DM: @quest.toys
  • Facebook Messenger: @questtoys

Return Shipping - Domestic Customers

If the return is due to our error or a damaged or defective product, we will cover any return shipping fees as long as the return is completed through Quest Toys return option (a prepaid label provided by us). If you choose a self-return option (a carrier or service of your choice) you will pay the cost charged by the carrier selected and will not be reimbursed. We are not responsible for any lost or damaged packages through a self-return option.

If the return is for any other reason, we will not pay for the return shipping fees and you will be responsible for all shipping costs without reimbursement. We are not responsible for any lost or damaged packages returned to us.

Return Shipping – International Customers

If the return is due to our error or a damaged or defective product, we will issue store credit for what it would reasonably cost to ship the item back to us using a cost-efficient method. You will be responsible for shipping the item(s) back and paying for the actual shipping fees.

If the return is for any other reason, we will not pay for the return shipping fees and you will be responsible for all shipping costs without reimbursement. We are not responsible for any lost or damaged packages returned to us.

How to Prepare Your Item for Return Shipping

Please pack the item in an appropriate-sized shipping box (you can use the package it arrived in) and use bubble wrap or other fill to adequately protect the item. Please do not ever place the shipping label directly on the item to return it as this results in a partial or no refund. If the item is damaged in transit or received in less-than-original condition due to poor packaging your refund will be less.

Refunds

Refunds on returns are issued after the product has been received and processed. Refunds are in the original form of payment. In cases where this is not possible, store credit will be issued.

Once we issue your refund, you will receive a notification.  There may be a delay for these funds to show in your account:

  • Credit Cards: Typically 3-5 business days
  • PayPal: Depends on your PayPal original source of payment. PayPal states up to 30 days.
  • Store credit: Available immediately

Refused and Undeliverable Shipments

A refused shipment will be treated as a return and any return costs will be deducted from the refund.

If a shipment is returned to us as undeliverable due to an error on your part (such as incorrect address or not home), we will contact you to reship the package; any return and reshipping costs are due before the package is reshipped.

International customers will be responsible for any additional fees, duties, or taxes for refused or undeliverable shipments. If customs disposes your shipment for any reason, no refunds will be issued for product or shipping.

Restocking Fees

We typically do not assess restocking fees but reserve the right to do so in some situations:

  • Returned shipment contains missing, damaged, or opened items
  • Merchandise inspected by Customs
  • The return was received after the 30 day return window

Our Customer Service team will contact you with any general concerns prior to issuing a refund.