Timbuk Toys is known for being a fun and friendly place
where customers love to shop. We strive to give our web customers
the same TLC we give to our walk-in customers. We want every package
to be perfect and every recipient to be delighted. Please let
us know if you have any comments from which we can learn and improve
our service!
Local Denver Customers:
All items on our website are
available through our stores.
Save shipping fees by shopping locally!
Our staff is always happy to pull together a purchase and have
it ready for pick-up.
(Click here) for locations and Contact information
Product selection for this website:
This site features many of our favorite and most popular products.
At our stores we have been testing toys for over a decade. We
carry thousands of items from hundreds of manufacturers and we
are constantly reviewing the success of each one. We track each
toy against others in the same category, we gather feedback from
our customers and we engage many young testers to thoroughly examine
the "play value" of our products.
Request recommendations for perfect gifts:
If you would like our assistance in selecting gifts, please e-mail
customerservice@timbuktoys.com. We will need to know the age of
the child, the gender, if there are special interests or preferences
and the price range you are seeking. If you prefer to discus
your questions by phone please contact either of our stores to
speak with one of our knowledgeable sales people. (303-756-2522
or 303-366-1755)
Comments about Products:
”I loved it.” “It was the greatest
gift ever.” “It was the hit of the party.” “It
was a disaster.”
We want to hear about your experience. If you purchased or received
a toy from us that made a real impact, please tell us the story.
Letters from children are always cherished! Constructive
criticism is truly appreciated as well.
Send us your suggestions for toys to carry:
We welcome your input about our selection and invite you to send
us recommendations. Finding new items that fit our standards is
our perpetual quest. We love suggestions from our customers! Just
send an e-mail to customerservice@timbuktoys.com with the name
of the item, who makes it or information about how we can find
it.
Gift-wrapping:
Gift wrapping is always FREE! Our gifts are as fun
on the outside as they are on the inside. We wrap in colorful
papers and adorn each package with a festive bundle of curled
ribbons. From our wrapping selection menu you can indicate
if the gift is for a Birthday Boy, a Birthday Girl, a New Baby
or for Christmas or Hanukkah. Our wrapping is our Timbuk
Toys signature. It's worth a fortune - and it's yours for free!
Note: We cannot put gift wrap on oversized items that ship in
their original shipping boxes.
Gift Card - Tell us what you'd like
the card to say.
If you are purchasing gifts for multiple recipients, be sure to
tell us which item goes to which child.
How to Contact Us
Contact us by e-mail:
E-mail:
All concerns and questions can be sent to us by e-mail. We will
forward your correspondence to the correct person or department. If
we are to send you a reply, be sure your e-mail is configured
to allow incoming mail from timbuktoys.com
Contact us by phone:
Customer Service - For shipping concerns and questions,
our customer service staff will help you.
They can be reached at 303-743-8899 (Mon-Fri,
9am-5pm Mountain Time)
Sales - For product recommendations and information, please call
either of our stores to speak with one of our knowledgeable sales
people.
Timbuk Toys: University Hills (ph) 303-756-2522
Outside of Colorado 1-877-846-2851 (1-877-TIMBUK1)
(e-mail) uhills@timbuktoys.com
Timbuk Toys: Lowry (ph) 303-366-1755 (e-mail)
lowry@timbuktoys.com
Timbuk Toys: Highlands Ranch (ph) 303-346-3030 (e-mail)
timbuktoys03hr@gmail.com
Pre-Purchase:
Normally we never charge a credit card until we have the item
in hand, ready to ship. However, for high-demand items that are
of limited supply, we will allow pre-purchase. By pre-purchasing,
you will pay for the item in full, which will reserve the item
when we receive stock. Pre-purchases are based on first-come,
first-serve. If you give us a cancel date, we will cancel or your
order as of that date and reimburse your credit card with the
purchase amount.
Shipping:
Timbuk Toys will NEVER charge a customer's
credit card until the products you order are in our warehouse
ready to ship. If we are waiting for incoming product to fill
your order, we will notify you by e-mail of the expected delay.
Shipping Charges: Shipping charges
are added to your order on the check-out page. Shipping fees are
based on the total price of your order, the shipping destination,
and include oversize fees on applicable items.
Preview Shipping Charges: To see
the cost of shipping, add items to your shopping cart, go to check-out,
enter your personal information as required, and you will then
see your order invoice that includes the shipping fees. If you
decide to void the order at this point, you can delete all items
from your shopping cart and the order will be erased. You will
not have
“completed purchase” or given any credit card information.
** Note: Though you will be required to register with our site,
your personal information is never sold or shared outside our
company and you can opt-out of our mailing list if desired.
***For smooth communication about orders and shipping,
please be sure your e-mail is configured to allow incoming mail
from timbuktoys.com as well as from FEDEX.com
1. One address per order: All items
ordered must go to one address. Please place separate orders if
you are shipping to multiple addresses.
2. FedEx: We ship through
FedEx to addresses in the United States.
FedEx does not deliver to PO boxes or APO addresses (See item
7 below).
FedEx will supply the e-mail address you give us with a tracking
number for each of your packages. The tracking number will allow
you to track the delivery of your order via FEDEX.com. **Please be sure your e-mail is configured to allow incoming
mail from FEDEX.com.
3. Oversized items: Large
products that ship in their original shipping boxes will be sent
separately from other items and will have their own tracking numbers.
For oversized items we cannot offer gift wrapping. Oversize
Shipping Fees are noted on applicable items. Oversize Fees
are automatically added to shipping costs.
4. Normal Shipping Schedule: We
ship out your order within one to two business days of receiving
it. If there will be a delay, we will contact you by email. **Please
be sure your e-mail is configured to allow incoming mail from timbuktoys.com. Shipping
time varies so please allow 10 days for transit.
5. Rush Shipping: We offer 2-day
shipping that can be selected from our shipping options. If
we can’t fill a rush order by the next business day, we
will notify you immediately by e-mail. If you need overnight
or expedited shipping, please contact customer service so we can
give you a personalized quote and confirm that we are able to
fill your order within your time requirements. **Please
be sure your e-mail is configured to allow incoming mail from timbuktoys.com. (See
above "How to Contact Us")
6. Base
Shipping table:
When your order consists of small and/or light items, it may
qualify for lower cost shipping via USPS Priority Mail.
We will pass on the savings to you and lower your shipping
fee.
The actual shipping charges are shown on the shipping confirmation
email we send you.
Some items we carry are oversized or heavy, these items will incur
additional charges
| Ship
To |
Order
Pre-tax
sub-total |
Ground
Shipping
Rate Range |
2
Day Shipping
Rate Range |
| Min |
Max |
Min |
Max |
Min |
Max |
| USA
Excl AK,HI and PR |
$0.00 |
$14.99 |
$9.60 |
$13.10 |
$17.90 |
$39.30 |
| USA
Excl AK,HI and PR |
$14.99 |
$24.99 |
$9.60 |
$13.10 |
$21.50 |
$62.00 |
| USA
Excl AK,HI and PR |
$24.99 |
$49.99 |
$10.50 |
$15.60 |
$26.70 |
$81.10 |
| USA
Excl AK,HI and PR |
$49.99 |
$74.99 |
$11.70 |
$17.90 |
$30.90 |
$100.80 |
| USA
Excl AK,HI and PR |
$74.99 |
$99.99 |
$14.30 |
$26.80 |
$40.40 |
$137.70 |
| USA
Excl AK,HI and PR |
$99.99 |
$149.99 |
$17.50 |
$35.40 |
$50.20 |
$176.70 |
| USA
Excl AK,HI and PR |
$149.99 |
$499.99 |
$20.40 |
$44.10 |
$60.00 |
$211.30 |
| USA
Excl AK,HI and PR |
$499.99 |
$999.99 |
$22.90 |
$52.70 |
$68.90 |
$250.90 |
| USA
Excl AK,HI and PR |
$999.99 |
$1,000,000.09 |
$529.20 |
$531.70 |
$164.00 |
$609.00 |
For shipping to Alaska and Hawaii call us for a rate quote.
Click
here to view the rates for each state.
7. Damages: If an item gets damaged
in shipping, please contact us immediately so we can notify the
shipping company and remedy the problem without delay. You will
need to hold on to the damaged merchandise, the container and
all packing material until the shipping company picks it up or
advises otherwise.
8. PO Boxes
& APO Addresses: FedEx and other private
shipping companies cannot deliver to these addresses. Shipments
to these addresses will be sent through the United States Postal
Service. USPS regulations will apply. Our site will not take a
PO or APO address so you will need to contact our Customer Service
by phone or e-mail. (See above "How to Contact Us")
Returning Items to Timbuk Toys
We hope that every item purchased at Timbuk Toys will be a great
success!
But if a purchase needs to be returned we will gladly take back
items according to these guidelines.
Store Returns vs. Mailed Returns:
Whether you are returning a purchase to one of our stores or sending
it back by mail, the principles are the same but some of the procedures
are different. Returns can be made in person at our stores or
by mail regardless of whether the purchase was from a store or
from our website. Details for each type of return are noted under
each heading.
Returns of Unwanted Items
An item is returnable for 60 days after purchase if it is “as-new” provided
we still carry the item. It must be:
** Unused ** Unopened ** Undamaged ** The
item and packaging must be in perfect condition.
Store Returns – When
you arrive at the store, please bring your return directly to
the counter.
Directions to Timbuk
Toys.
Mailed Returns – Please
fill out our Return
Form and mail to the address listed on the form.
Refunds or Store Credit will be issued as
soon as the returned item has been received and inspected.
Shipping fees are non-refundable.
Returns of Defective Items
Please notify us as soon as possible if you receive a defective
item so we can remedy the issue with your purchase and report
the problem to the manufacturer. Some of our manufacturers require
that customers with defective items work with them directly (see
below). Our 60-Day Return Limit applies to defective items, so
please inspect toys carefully if you are purchasing toys to keep
for later.
Store Returns – When
you arrive at the store, please bring your return directly
to the counter.
Directions to Timbuk Toys.
Mailed Returns – Before you ship back
a defective item, please Contact
Us so we can determine whether or not we need the item
to be returned, or if we can remedy the problem in a better
manner. If you do need to ship back a defective item, please
fill out our Return
Form and include it with your item. We will provide you
with a preprinted label for shipping to return the item to
us. Should you request a replacement it will be sent without
additional shipping charges. Refunds or Store Credit will be
issued as soon as the returned item has been received and inspected.
1. New items that are
broken, defective or have pieces missing when first opened
Please return items to Timbuk Toys ASAP so
we can give you a replacement or a refund and promptly report
the problem to the manufacturer. There are some products that
cannot be returned if opened because the manufacturer insists
on helping customers directly by sending replacement parts
or by furnishing assistance. *
2. Faulty Items – items
that don’t work properly
Manufacturers will not replace items that
have worn out or have been broken, but most manufacturers will
authorize return of items that are faulty. A few manufacturers
insist on helping customers directly if there are problems
with their products. *
*The following manufacturers FULLY GUARANTEE THEIR PRODUCTS
but they ask that consumers contact them directly if there
are any problems with an item.
If you have any trouble reaching a manufacturer or are not
satisfied with their remedy, please
let us know!
The manufacturers of some larger items will
fix anything that goes wrong by sending replacement parts but
they will not permit the retailer to accept returns of items
that have been used. Timbuk Toys will gladly order parts for
or you can order parts directly from the manufacturer. We will
always help figure out what needs to be fixed to the best of
our ability but we are not equipped to make all repairs.
The following are the companies who replace parts only:
If you have any trouble reaching a manufacturer or are not
satisfied with their remedy, please
let us know! A
few manufacturers do offer extended warranties on their products.
Please communicate directly with the manufacturer
to take advantage of warranties.
Refunds -
Refunds for Returnable Items will be issued for items
returned within 60 days of purchase
when the receipt is presented. Refund amount is
determined by receipt.
Credit / Debit Card Purchases – Refunds
applied to customer’s credit or debit card.
Cash Purchases – Refunds by cash up to
$25 (in-store returns only). Balance may be refunded
to a credit card or refunded by company check that
will be mailed to the customer within one week.
Check Purchases –
Refunds will be delayed for 10 business days after
purchase for the check to clear the bank. Refund will
be by company check, mailed to customer.
Store Credit - Without a receipt,
or beyond our 60 day return limit, store credit
will be issued for returns provided that we still
carry the item. The value of the return will be determined
by the current price at the time of the return. If we
no longer carry the item and it is not listed in our
computer system, we cannot take back the return. Items
that have been discontinued are removed from our system
after 60 days. |
Our Manufacturers and we are committed to providing top
quality toys and customer satisfaction,
but nobody can guarantee how long a toy will last or that any
toy is indestructible.
Please buy toys that are age appropriate. Supervise all
play for the very best play experience!
Send returns to:
Timbuk Toys, Inc.
Attention: Returns
1900 S. Quince Street, Suite B,
Denver, CO 80231
For Further questions, please contact:
E-mail: customerservice@timbuktoys.com
Phone: 303-743-8899 Fax: 303-743-0029
Outside of Colorado 1-877-846-2851 (1-877-TIMBUK1)
|
