FAQ | TOMY

Frequently Asked Questions

Thanks for your interest in our company and our products; however, at the present time, TOMY is not accepting unsolicited inventor submissions.

We would be happy to assist you! You can email us at any time at consumer@tomy.com or visit our Contact Us page for an easy to use form. 

You can also feel free to call us at 1-800-704-8697 during normal business hours: Monday - Friday 8:00am - 4:00pm Central Time.   

If you are not a current retailer, please click here for more information .

We apologize for the inconvenience. Unfortunately we can not service products purchased at retail stores. If you have a product that is damaged, defective or does not meet your expectations please return it with your receipt to the place of purchase for an exchange or refund. The return is subject to the discretion of the retailer. 

Battery-operated ride-ons are manufactured by Peg Perego, and replacement information is managed through their customer service group. To contact Peg Perego directly call 800-728-2108.

To receive a refund, your return must be sent back no more than 30 days from the date UPS delivers the package to you.  All returned merchandise must be unused with original ticketing & tags attached. Shipping charges for non-defective merchandise are not refundable.

  • Please contact Consumer Service for a Return Authorization (RA) number. 800-704-8697.   All returns must have an RA number.
  • All Online Returns must be sent back to our warehouse, located in Dyersville, Iowa.
  • All Internet returns will receive a refund issued in the original form of payment.
  • Gifts may be exchanged for merchandise or online credit. No refunds.

You are responsible to pay for the return shipping of non-defective items. 

Please include a copy of your invoice and write the RA # on the outside of your package. Send your return via US Mail, Priority Mail, UPS or FedEx to: 

TOMYSHOP / RETURNS 
2021 9th St SE
Dyersville, IA 52040
800-704-8697 

Please note that we are not responsible for return packages lost in transit. We recommend you get a tracking number or insurance for your return in the event the package is lost or misdirected. 

Returns received without an RA # or beyond the allotted time will not be accepted and returned to you at your expense.

  • We do not pay for return shipping fees of non-defective items
  • We Do Not accept returns for used non-defective merchandise
  • All Online returns must be sent back to our Dyersville, IA Warehouse

IT IS YOUR RESPONSIBILITY TO PAY FOR THE RETURN SHIPPING OF NON-DEFECTIVE (UNWANTED ITEMS)

TOMY offers a limited warranty on select products. Please see our Warranty Page for more details. 

Batteries should be installed and changed under adult supervision.

Non-rechargeable batteries are not to be recharged.

Rechargeable batteries are to be removed from the toy before being charged.

Rechargeable batteries are only to be charged under adult supervision.

Only batteries of the same or equivalent type as recommended are to be used.

Batteries are to be inserted with the correct polarity.

Exhausted batteries are to be removed from the toy and disposed of properly.

The supply terminals are not to be short-circuited.

Different types of batteries or new and used batteries are not to be mixed.

Do not mix alkaline, standard (carbon-zinc), or rechargeable (nickel-cadmium batteries).

Any available instructions are located in the Product Documents section in the lower left-hand corner of the individual product page.  

If you are unable to locate the instructions you are looking for, We would be happy to assist you. You can email us at any time at help@tomy.com or visit our Contact Us page for an easy to use form. 

You can also feel free to call us at 1-800-704-8697 during normal business hours: Monday - Friday 8:00am - 4:00pm Central Time. 

We would be happy to help! If you have a question about an order you placed online at TOMY.com, please contact our Consumer Service team. 

You can call us at 1-800-704-8697 during normal business hours: Monday - Friday 8:00am - 4:00pm Central Time.  

You can also email us at any time at consumer@tomy.com or visit our Contact Us page for an easy to use form. 

By law we are required to collect sales tax on items being shipped to the states of Iowa and Illinois. Iowa residents must pay 7% and Illinois residents must pay 6.25%. Sales tax for Illinois residents (only) is calculated on both the product and the shipping charges.

We will email you an order acknowledgement once you complete your online checkout.  If you do not receive an email acknowledgement, please contact our Consumer Care team. 

You can call us at 1-800-704-8697 during normal business hours: Monday - Friday 8:00am - 4:00pm Central Time.  

You can also email us at any time at help@tomy.com or visit our Contact Us page for an easy to use form. 

We use a secure server to protect your ordering information as it comes to us via the Internet. All information entered in the checkout section of our online store (such as name, address and your credit card number) is encrypted with Secure Sockets Layer (SSL). This ensures you are in direct communication with TOMY.com.

Your credit card will be charged for the correct amount only when your order is released for shipment. 

Note: This policy also includes Preorder items.

At this time, we are only able to accept online payments for products available at TOMY.com.