Frequently Asked Questions

You can see the exact cost of shipping on the cart page. 

Add items to your cart and use the free shipping calculator on the cart page.

Shipping is calculated by weight, location and carrier type. 

You are responsible for any customs, duties fees, or tariffs in accordance with your state or country's specific requirements. New York state residents will need to pay a state tax. 

Please note: Customers using a forwarding service should know that once you ship the product to the forwarding service, we are no longer responsible for your package and any lost/stolen/damaged claims will be denied.

If an item is a pre-order item, we typically list the ESTIMATED shipping timeframe in the product description. Please check the product page for details. We update the product page if there are changes and we do not contact each person individually to give them updates about each item. 

All pre-orders are guaranteed. Please be patient with us as there are many factors that are out of our control including manufacturing delays and shipping delays.

We will ship an order only when all of the items have arrived in our warehouse and is available to ship. 

We will put your in-stock items aside in our warehouse and wait for the pre-order items to arrive.

We recommend that you separate your orders if you have pre-order items and in-stock items.

If you want us to split your shipment up, we can do that for you for an extra shipping fee. Please contact us using the contact form.

Easy! Simply make sure that there is at least $129 (before applicable taxes) in your cart at checkout and it will automatically be calculated during the checkout process. All orders that take advantage of the free shipping will be shipped using the regular standard shipping method. If you prefer to have it shipped using a faster method, please select accordingly. However, there are some exclusions and restrictions to this which is answered in the next question.

Purchases eligible for Free Shipping are shipped via USPS Ground, UPS Standard or another ground shipping service of our choice. 

Shipping times vary from 3-14 days depending on the location. 

Free Shipping applies to the lower 48 continental states.

Some of the items we offer may be excluded from this offer due to their extreme size or weight or because the price we're offering doesn't give enough profit to cover shipping costs.  Although 99% of our store items are eligible for the free shipping offer we will indicate whether or not an item is ineligible in the product description. The major things to look out for here are large toys such as 1000% Bearbricks, Mega Munny, Toys that weigh over 5 kg, oversized toys, one of a kind customs (sometimes) and original artwork.  

Gift Cards of any amount do not count towards the free shipping offer. If the transaction does include a gift card it must be separate from the overall transaction. You must have $129 before applicable taxes and before any gift cards in your cart. 

We reserve the right to add or change these conditions at anytime. 

For the USA, we offer USPS and UPS services.

For Canada, we offer Canada Post and/or local courier services.

For International countries including those in Europe, Asia, and Africa we use POSTNL and/or APC worldwide logistics. Most often times these services will band over to local postal service in your own country and the tracking number will work on your own local service as well.

Most of the time we try to ship the same day but because we have inventory in multiple warehouses, there can be a handling period of up to 2 days. We can't guarantee the shipping times but we can estimate.

Here are the estimated shipping times below.

Mindzai is NOT responsible for lost or stolen packages. We offer a shipping protection service provided by ROUTE at to prevent thieves from stealing your parcels or if the shipping carrier has simply lost your item.

If you did purchase shipping protection and it has been more than 7 days of when it is expected to arrive, then please go to claims.route.com to submit your claim. 

If you did not purchase shipping protection, you can reach out to the following:

Canada Post:
If your package was shipped via Canada Post please go to the Canada Post claims at https://www.canadapost-postescanada.ca/cpc/en/support/kb/receiving/mail-delivery/mail-with-tracking-number-not-delivered-what-can-i-do?icid=Support_Page|Filing_a_Claim|Line_2

USPS: 

If your package was shipped via USPS please go to the USPS Missing Mail link at https://www.usps.com/help/missing-mail.htm

UPS:

If your package was shipped via UPS please file a claim with UPS at https://www.ups.com/us/en/support/file-a-claim.page

DHL: 

If your package was shipped via DHL please file a claim with DHL at https://www.dhl.com/global-en/home/our-divisions/freight/customer-service/how-to-prepare-a-claim.html

Our definition of "item" is the actual item inside the box. We do not consider box packaging as the item as the box packaging is there to protect the product. If the box has a ding on it, that is not considered defective. 

If the actual item inside the box arrived broken and/or is defective, please contact us by sending an email to customer service and please attach a photo of the damaged item within 7 days of receiving it. We'll work with you to get you a replacement or a store credit.

Additionally, if you purchased the ROUTE shipping protection, it also covers damaged items caused by the shipping company. You can also file a claim at claims.route.com

We ship worldwide.

Obviously, this is pending any embargos and/or economic sanctions issued by the govenment of Canada or USA

We have several ship points. We either ship from our headquarters in Toronto, Canada or our fulfillment warehouses in the USA and/or China.

All sales are final. 

We can offer a store credit in the form of a gift card for pre-orders that are taking long. Please contact us and we are happy to work out something for you. 

If you have received a defective or damaged item, please contact us within 7 days of your package arrival.

Any “refused” shipments are the customer’s responsibility. The original shipping charge, as well as the cost of return shipping, will be deducted from the original purchase amount and a restocking fee may apply.

You can read our full refund policy here.

No problem, we'll take care of you. If the actual item (NOT THE BOX) is damaged or is defective, take a photo and contact us with in 7 days of receiving your package and we'll either send you a replacement or give you a full refund on the defective item. 

Chargebacks are against terms and conditions are not allowed at Mindzai.

If you file a chargeback against us, we will fight it and we will ban you from making future purchases at our store.

We're here to serve you and make you happy. Contact us first and we'll work with you to find a mutual solution to keep everyone happy. Don't be a jerk and file a chargeback for a purchase regret. That really hurts us as a small business.

Pre-order products are paid in full, are non-refundable, and if purchased with other in-stock items the entire order will be shipped when the preordered item arrives into our warehouse. If you need us to ship it out first, please contact us and we can arrange for an additional shipping fee. 

If a pre-order is taking too long and has passed the estimated arrival date written on the product page description, please contact us and we can work something out for you such as a store credit or an exchange to a different item.

No. All sales are final and we do not accept returns in-store. 
However, if you have received a defective item, please come in and we will help you either find a replacement or give you a store credit for your defective item. A slightly damaged box is not considered defective.

Each month, our team along with our partners curates the Mystery Toy Box and each month is a surprise. In general we try to pack at least 5-6 items in each box. We pack a variety of premium quality toys from brands such as Kidrobot, Tokidoki, Funko, The Loyal Subjects, Medicom Toy, Monogram and more! 

Each month, we work with the team at tokidoki and offer 5-8 toys or accessories in each box. We also include exclusive post cards, coloring pages as well! In the future, we will have product exclusives as well!

Yes you can !

At this moment, Mystery Toy Boxes will come from our fulfillment house and can only be shipped directly to the address you provide during the checkout process.

We offer a flat fee shipping rate of $9.99 CAD if you order from mindzai.ca.  If you order from Mindzai.com, the shipping price is also $9.99 USD.  

It is self service. You can cancel anytime. 

Please login to your account and then click on the Manage Subscriptions link and you will be able to cancel or update your billing information.

You can view and manage your subscriptions on your account page at https://www.mindzai.com/account for our US and worldwide customers and https://www.mindzai.ca/account for Canadians.

There are different ship times for the two different boxes we offer:

MYSTERY TOY BOX CLASSIC:

We ship MYSTERY TOY BOX CLASSIC orders out on or around the 15th of every month. If you order before the 15th of every month, we will include your order into the next shipment. If you subscribe from the 15-31st of the month, your next box will ship the next following month.  

TOKIDOKI MYSTERY TOY BOX:

We ship the TOKIDOKI MYSTERY TOY BOX orders out on or around the 31st of every month. If you order before the 15th of every month, we will include your order into the next shipment. If you subscribe from the 15-31st of the month, your next box will ship the next following month.  

Our system will bill you on the 1st of every month.

If you subscribe to our Month to Month plan, and you happened to subscribe on the 4th of the month, then we would bill you the next month on the 1st 

If you subscribe to our 3 Month plan, and you happened to subscribe on the 4th, then we would bill you once for 3 Months immediately then in 3 months when the subscription has ended, we would also bill you on the 1st

It's important to note that all plans recur automatically on their own until you decide to cancel.

At this time, all livestream shopping services are in $USD.

We offer livestream shopping on several networks including TOYSHOPLIVE (our own service), POP SHOP LIVE, NTWRK and WHATNOT.

Each service is slightly different but the most seamless service is TOYSHOPLIVE as it is connected to our online store and orders made on TOYSHOPLIVE will appear as every other order purchased on the website.

For the other liveshopping networks, you may require a separate app for your mobile device on either iPHONE/iPAD or Android device.

Shopping on the liveshopping services other than TOYSHOPLIVE will not earn Mindzai Rewards points and all sales are final on all 3rd party live shopping networks.

If it's a product issue, please contact us and be sure to provide your real name, username and order number! We'll help you!

If it's a billing issue with POPSHOPLIVE, NTWRK or WHATNOT, you must contact each network for support because you are actually paying the network and not Mindzai so we aren't able to support you.

Yes. TOYSHOPLIVE is Mindzai so simply send us a message on our contact page and we'll be able to help you. Please make sure to give us your order number!!

We have several stores.

Please see our store locations page to see all our locations and the hours of operation for details.

Someone on our team will message you when your order is ready for pickup.

Sometimes, we need to transfer an item from one store to another so you may need to wait about a week for certain items. We only do a store transfer once per week.

We welcome your interest but we are not offering franchising at this time.

We currently offer Sezzle as our Buy Now, Pay Later service. Please visit the sezzle page for more info.