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Customer Service

Quick Links:
How to Contact Us
E-Mail Us
Mailing address:
Gift-wrapping:
Shipping:
Returns:


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. 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 Email 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 one of our stores during business hours (store info) or call 1-888-Timbuk-1 (1-877-846-2851) 

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.

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 gift wrap some of our large, oversized items that ship in their original shipping boxes.
We will adorn these items with bows and attach a gift enclosure card to make them festive for the recipient.

Gift Enclosure 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.


Contact us by Email:
Email:E-Mail Us
Or use this Contact Us Form
Contact us by phone:
For shipping questions, please call our Operations Department at 303-743-8899
(Mon-Fri, 9am-3pm Mountain Time)

Product Questions - For gift recommendations and product information, please call one of our stores to speak our knowledgeable sales staff.

Timbuk Toys: Lowry (ph) 303-366-1755  (Email) lowry@timbuktoys.com
Timbuk Toys: University Hills  (ph) 303-756-2522 (Email) uhills@timbuktoys.com
Timbuk Toys: Highlands Ranch (ph) 303-346-3030  (Email) hranch@timbuktoys.com

Outside of Colorado 1-877-846-2851 (1-877-TIMBUK-1)
This will connect you to the staff at our University Hills Store.


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 of phone orders and in store purchases is a available from our stores.



We are committed to providing top quality toys and customer satisfaction.
Please buy toys that are age-appropriate and supervise play so toys are used properly and enjoyed!


We hope that every “Timbuk Toy” will be a great success;
But, no toy is indestructible and nobody can guarantee how long a toy will last.
When a return is necessary, here is what we require:

Our Return Policy

Toys are returnable within 60 days of purchase if unused, unopened and undamaged.
Toys, packaging and all parts must be in perfect condition so items are suitable to be sold.
Plush toys and toys without packaging must have all tags attached. Books may not be creased.
Items that show wear may not be returned.

Receipts are required for Refunds. Returns without receipts are for exchange or store credit only.


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.

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.

Refunds
With a receipt, returnable items may be brought back for a refund if within 60 days of purchase.
“Star Customers” may have us look up past purchases so paper-receipts are not needed.

  • The value of the refund is determined by amount recorded on receipt.
  • Credit / Debit Card Purchases – Refund will be applied to customer’s credit or debit card.
  • Cash Purchases – Full refunds are allowed with manager approval if they take place on the same day as the purchase. Otherwise maximum cash refund is $50.00. Balances may be refunded to a credit card or by a company check that will be mailed within 10 business days.

Store Credit
Without a receipt returns are for exchange or store credit only. The value of the return will be
determined by the price of the item at the time of the return. If an item is no longer in our computer
system, we cannot take it back. Items stay in our system for at least 60 days past the last sale date.

Defective Items
All our vendors guarantee the quality of their products so if an item does not work when new, or has
parts that are missing or broken, or does not perform as advertised, we will “make it right!” Items that
we review and find to be in working order are not eligible to be returned as defective.

  • Replacement or Refund: We will replace or refund defective items when the return is within our 60 day return limit as long as the manufacturer does not restrict the remedy to parts only.
  • Replacement Parts: Some manufacturers restrict the retailer from offering refunds or replacements when the item can be fixed with new parts. This restriction usually applies to items such as ride-on toys, large toys, and construction sets with replaceable pieces. Current items that are not returnable but can be fixed with replacement parts:
    Plasmacar, Kettler, Bruder Trucks, Ravensburger Puzzles, Owi Robots, Lego
Warranties
Some manufacturers offer extended warranties on their products. Please communicate directly with the manufacturer to take advantage of warranties.

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:
Email: customerservice@timbuktoys.com
Phone: 303-743-8899 Fax: 303-743-0029
Outside of Colorado 1-877-846-2851 (1-877-TIMBUK1)
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Timbuktoys.com© 2004-2013 Timbuk Toys, Inc.
Timbuk Toys and Discover the Fun are Registered Trademarks of Timbuk Toys, Inc.
Other products, images and company names mentioned are trademarks of their respective owners

Alex Toys  Bruder Toys   Calilco Critters  < Klutz
Melissa and Doug  Playmobil   Plasmacar  Schylling

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