Shipping policy
What Shipping Methods Are Available?
All flat rate orders will ship via either USPS Priority Mail, USPS Media Mail, UPS Ground Saver, or UPS ground. Any order containing an item considered hazardous by the USPS must ship parcel select or UPS Ground and may take extra time to reach its destination.
How Long Will it Take To Get My Package?
Orders are typically delivered within 5 to 8 business days, however, we recommend waiting around 8 to 10 business days before declaring a package as late or missing. Some items shipped may take longer. Please Note: Hazardous products that are regulated as either ORM-D / Limited can only be shipped via surface mail only. It can take up to two to three weeks to receive your order based on your geographical location.
How Do I Track My Order?
Tracking information is provided in our shipment notification emails which are sent to the email address provided upon checkout. If your order does not have any tracking information, feel free to reach out to us to clarify the number. Please be aware some orders for items such as gift cards will not have tracking information.
Do I Need an Account To Place Order?
You can place an online order by adding desired items to your online shopping cart and then following the checkout process available on the View Cart page. If you prefer to place an order by phone, we can send you a Shopify invoice in regards to the desired items that will contain a link to a secure payment processor (see Credit Card Processing section for more information) We cannot accept credit card information over the phone. Items ordered after 2:00 p.m. (Pacific Time) on Saturday will not ship out until the following Monday. Some shipping options are unavailable on National holidays or USPS/FedEx holidays. Orders are normally shipped from our Oregon store. Depending on product availability, your order may be drop-shipped from one of our distributors. Order processing may be delayed by any incorrect or incomplete information provided by you or your payment provider. Delays due to payment processing are not the responsibility of Eugene Toy & Hobby, Inc.
We offer free in-store pick-up if you live in the area or plan on passing through. For free in-store pick-up, please select this option at checkout. Once an order has been marked as "shipped/completed", it is not able to be canceled. Items will normally be shipped out at the end of business on the day the order was placed or the next business day.
Holiday Shipping
Please be aware that most carriers do not operate on national holidays and are not held responsible for delays due to weather conditions or natural disasters. Your order acknowledgment includes a tracking number for USPS or FedEx shipments. Updated accurate tracking is not available until one business day before the expected arrival. Eugene Toy & Hobby and/or the carrier reserve the right to request a signature for proof of delivery. We cannot demand a shipment carrier to leave a package if you are not home at the time of delivery. You may also visit the following websites to track your packages or feel free to contact us at 541-344-2117.
- https://www.usps.com/
- http://www.fedex.com/
If a package ends up missing in transit, please contact us and we will work on addressing the issue. Items that have been marked as delivered, but cannot be located may have accidentally been delivered to the wrong address. It's in your best interest to wait and see if the item is delivered at a later date or contact your local post office to help track down the package.
Canceled Orders
We may cancel your order at any time if we happen to believe the order was fraudulent. This happens for a number of reasons and we may not contact you prior to canceling your order if our fraud detection team identifies a suspicious purchase.
Missing or Damaged Shipments
Please be sure to reconcile the number of boxes shipped with the number of boxes received and signed for. On occasion, carriers may deliver boxes separately. Please note that ground and air shipments are often assigned to separate trucks and may arrive at different times of the day. Please do not accept boxes with exterior damage. If the box has been delivered without your signature, contact the carrier before opening the package. The carrier will need to inspect the box and verify any damage before a refund or replacement can occur.
In-Store Pick-Up Orders
Once an in-store pick-up has been placed, it will not be immediately able to be picked up. Orders that are marked as in-store will be able to be picked up as soon as you receive an email update declaring them as ready. This process takes an average of 2 hours for any order placed between 10-2 days that we are open, however, it may take up to 24 hours for orders to become ready to be picked up. You will not receive your order if you attempt to pick it up before it is marked as ready to be picked up. Once an item is marked as ready for pick-up customers have 3 months to pick it up from the store. After 3 months have elapsed if the order has not been picked up, it will be canceled without refund and placed back on the shelf.
How Should I Contact if I Have Any Questions?
You can reach us by either emailing us at store@eugenetoyandhobby.com or calling us at (541) 344-2117 during scheduled business hours.