Find quick answers to your questions below...
Has my order shipped?
Click the "My Account / Order Status" link at the top right hand side of our site to check your orders status.
How do I change quantities or cancel an item in my order?
Click the "My Account / Order Status" link at the top right hand side of our site to view orders you have placed. Then click the "Change quantities / cancel orders" link to find and edit your order. Please note that once an order has begun processing or has shipped, the order is no longer editable. If you have any questions or require assistance please contact our Customer Care department. Click Here for contact information.
Link: [email protected]
How do I track my order?
Click the "My Account / Order Status" link at the top right hand side of our site to track your order. Once your order has shipped, you should receive an email with the tracking number.
An item is missing from my shipment.
Click the "My Account / Order Status" link at the top right hand side of our site to track your order status. Be sure that all of the items in your order have shipped already. If you order displays your Package Tracking Numbers, check with the shipper to confirm that your packages were delivered. If your packages each show a status of "delivered", please contact Customer Care for assistance. Click Here for contact information.
(use same link)
My product is missing parts.
If your package was delivered and parts are missing from an item, please contact our Customer Care department as soon as possible. Click Here for contact information. If parts are missing due to a broken or mishandled box, please contact the shipper as soon as possible to submit a claim. OyToys is not responsible for damage due to problems encountered during the shipping process.
When will my backorder arrive?
Backordered items are those which our suppliers are currently out of stock and we are unable to predict when they will be available, but as soon as they are, we will be able to ship the item to you. If there is any problem, such as the product being discontinued by the supplier, we will notify you.
How do I create an account?
1) Click the "My Account / Order Status" link at the top right side of our site.
2) Enter your email address.
3) Select "I am a new customer".
How do I edit my account information?
Click the "My Account / Order Status" link at the top right hand side of our site to edit your account information.
I forgot my password.
Click the "My Account / Order Status" link at the top right hand side of our site. Under the login box you'll see a link that says "Forgot your password? Click here". That link will send an email to you with your password.
I received the wrong product.
If you feel that you have received the wrong product, please contact customer service within 72 hours of receiving the product. [email protected]
When will my order ship?
Please see each individual item page for more information on the availability of each item. Also, after placing your order, you may click the "My Account / Order Status" link at the top right hand side of our site to track the status of your order. You will receive a shipment confirmation when your order has shipped and tracking information within 24-48 hours of shipment. Please let us know any special shipping instructions in the Comments Section.
How much is my shipping?
Shipping is automatically calculated prior to submitting your payment information. Simply add items to your cart and proceed to the Checkout Page where you will be offered Shipping Method choices and their prices using a drop-down menu.
My order never arrived.
Click the "My Account / Order Status" link at the top right hand side of our site to track your order status. Be sure that all of the items in your order have shipped already. If your order displays your Package Tracking Numbers, check with the shipper to confirm that your packages were delivered. If your packages each show a status of "delivered", please ask Customer Care for assistance. Click Here for contact information.
How do I return my product?
OyToys is happy to accommodate returns and exchanges within 30 days from receipt of merchandise. However, returned merchandise will only be accepted for return if accompanied by a Return Merchandise Authorizaton number. It must be merchandise that you purchased from Oy Toys. To receive your RMA number, please complete and submit the RMA Request Form found on this page.
Please note that merchandise received more than 30 days after purchase will not be accepted for return. Merchandise must be in its original condition. Shipping fees are not refundable unless the item was damaged during shipping. A full refund will be given for returned items, less the shipping cost. For items received as part of our Free Shipping offer, refunds will be reduced by to cover original shipping costs.
Refunds can only be credited back to the card used to make the original purchase. A merchandise credit will be issued in the case of gift items. If you are exchanging an item, we will cover the shipping cost to send the new item to you. If the new item is more expensive than the original item, your credit card will be charged for the difference. If the new item is less expensive than the original item, a credit will be issued to your credit card.
RMA Request Form
If you placed an order with OyToys and would like to return an item for a refund, please review our Return Policy and then complete the following form. If your order qualifies for a return, your Return Merchandise Authorization (RMA) number and return instructions will be emailed to you. Items will not be accepted for return without an RMA.
Do you ship to my country?
Please create an account by clicking the "My Account / Order Status" link at the top right hand side of our site. During signup we'll ask for your shipping address details including country. If your country is not in the dropdown menu of available countries, unfortunately we cannot ship to your country at this time.
What are my payment choices?
During the checkout process you may choose any of our current payment options and continue to place your order. Please note that we will not ship your order until we receive payment from you.
What are my shipping charges?
International orders may be subject to customs fees, import taxes, duties, or other fees imposed by your government. OyToys.com does not charge these fees, and we have no control over the amount of the fees. All such fees are your responsibility, and are not included in the shipping charges quoted to you. Please contact your customs office for information about additional fees.
Low Price Guarantee
It is our commitment to provide you with the best value, at the best price. We value your business and strive to keep our prices low, and SAVE you money!
This website is protected with SSL (secure socket layer) encryption, the highest standard in Internet security.
Do I have to pay sales tax?
You only have to pay sales tax if you are located in the same state as our warehouse. This subject to change according to new Federal tax laws.
I have a question on my charges.
Click the "My Account / Order Status" link at the top right hand side of our site to review your orders. You may compare your order history on our website, with your financial records. If you have further questions or concerns, please contact customer service for further assistance.
I need a copy of my receipt/invoice.
Click the "My Account / Order Status" link at the top right hand side of our site to print invoices.
When will my credit appear on my account?
Credits usually take 7-10 business days from the time we receive your item(s).
When will my credit card be charged?
Your credit card will be charged within 24 hours prior to shipment of your item(s).
How do I buy/redeem a gift certificate?
To purchase a gift certificate for someone, click here. If you are the recipient of a gift certificate and would like to redeem your gift certificate, click here. If you have any questions or problems, contact [email protected] .
How do I find my product?
To find the product(s) you're looking for, you may (1) use the navigation menus on the top, left & bottom of our website. (2) type a keyword into the SEARCH box. If you have any trouble locating a product, feel free to contact customer service for assistance.
How do I navigate the site?
To navigate this website, simply click on a category you might be interested in. Categories are located on the top of our website. You can also do a search using general or specific search terms in the search bar. QUICK TIP: Place your mouse cursor over anything you think could be a clickable link. You'll notice that anytime you scroll over something that is a link, your mouse cursor will become a "hand". Whereas scrolling over anything that is NOT a link will leave your cursor as an "arrow". You may also type a keyword into the SEARCH box to quickly find a specific product. If you have any trouble locating a product, feel free to contact customer service for assistance.
How do I use a coupon?
After adding items to your cart, click the "View Cart" link at the top of this site to view your cart. At the bottom of the shopping cart you'll see a box where you may enter your coupon code. The code is case sensitive.
Do you accept purchase orders?
OyToys does not accept purchase orders through the web site at the present time.
Do you offer wholesale pricing?
OyToys.com is an ecommerce retail store and does not offer wholesale pricing. However, synagogues, educators, schools and organizations may apply for a 10% Educator Discount Code. Free Ground Shipping is offered for orders of $60.00 of more in the continental U.S. We do offer additional discounts for bulk orders and large quantities.
Please call our toll-free customer care department at (866) 694-1373 or to discuss specific quantity needs, especially if you would like to order in bulk.
For Hebrew personalization, there are several options for providing us with the Hebrew name:
Type the name in Hebrew using English letters. For example, if the Hebrew name is Rivka, you would type the letters, R I V K A. We will use the most standard and accepted way of writing the name in Hebrew. If the Hebrew name is unique or is spelled in a different way, please contact us or indicate this information in the order notes during checkout.
Send / fax us the Hebrew name written in Hebrew, a birth announcement or similar item. Our fax number is, (770) 993-5431. Please indicate your name and order number on all materials. A form is available for your convenience, Click Here for a Hebrew personalization form.
If you have any questions, please contact us during regular business hours at (866) 694-1373.
How do I receive a catalog?
To keep our costs low, OyToys.com does not offer printed catalogs at the present time. However, we are considering the possibility of publishing a catalog in the future. We encourage educators, schools and organizations to apply for their 10% Educator Discount Code. Keep up-to-date on our newest products and special offers by signing up for our newsletter.
Before you contact us, please review the topics in our Help Center to see if you can find your answer there. If not, please feel free to contact us using one of the methods below.
Email: For fast response, please use our Feedback Form:
We respond to all emails quickly during regular business hours.
Toll Free Telephone: (866) 694-1373
To speak to a customer care representative, please call our toll free number. Please leave a detailed message if our representatives are unavailable. Your call will be returned at our expense as soon as possible.
Fax: (770) 993-5431
We respond to all customer fax inquiries within one business day.
Mail: Our shipping and mailing address is below. We respond to all mail inquiries within one business day of receipt.
1150 Grimes Bridge Road
Roswell, Georgia 30075
OyToys and OyToys.com are tradenames of ATSR Enterprises, LLC.
"Business days" are Monday through Thursday, 9:30am - 5:00pm (EST); Friday from 9:30 am ? 2:00 pm excluding major holidays (Jewish and Secular). Sundays from 1:30 pm ? 5:00 pm