At Hallmark through US Playtime Toys, we take pride in delivering heartfelt products that create lasting memories. While we carefully craft each item—from our recordable storybooks to commemorative ornaments—we understand that sometimes a return or exchange may be necessary. Our policy is designed with the same care and attention we put into our products.

Our Return Promise

We accept returns and exchanges within 15 days of receiving your order. To be eligible, items must be:

  • In original, unused condition
  • In their original packaging (especially important for collectibles and fragile items)
  • Accompanied by proof of purchase

Non-Returnable Items

To preserve quality and for hygiene reasons, we cannot accept returns on:

  • Personalized items (such as custom engraved ornaments or monogrammed stationery)
  • Opened recordable storybooks (due to the personal nature of recorded messages)
  • Plush toys with removed tags (for health and safety reasons)

How to Return or Exchange

Step 1: Submit Your Request

Please email our Seattle-based customer care team at [email protected] with the following information:

Return/Exchange Request Template

Subject: Return/Exchange Request – Order #[Your Order Number]

Body:
Dear US Playtime Toys Team,

I would like to request a [return/exchange] for my recent order #[Your Order Number].
Item(s) to return/exchange: [Product Name(s)]
Reason for return/exchange: [Please specify]
Preferred resolution: [Refund/Exchange for (specific product)]

I have reviewed the return policy and confirm the items are in original condition with packaging.

Best regards,
[Your Full Name]
[Your Contact Information]

Step 2: Receive Authorization

Within 2 business days, we’ll email you:

  • A Return Merchandise Authorization (RMA) number
  • Return shipping instructions (if applicable)
  • Our Seattle return address

Step 3: Ship Your Return

Please ship your return to:

US Playtime Toys Returns
2239 Levy Court
SEATTLE, US 98101

Important: Include the RMA number clearly on the package. We recommend using a trackable shipping method as we cannot be responsible for lost returns.

Step 4: Processing Your Return

Once received at our Seattle facility, we’ll inspect your items within 3-5 business days. You’ll receive email confirmation when:

  • Your refund is processed (for returns)
  • Your exchange item is shipped (with new tracking information)

Refund Information

Approved refunds will be processed to your original payment method within:

  • Credit cards (Visa, MasterCard, JCB): 5-7 business days after processing
  • PayPal: 3-5 business days after processing

Note: Original shipping fees are non-refundable unless the return is due to our error.

Exchange Information

For exchanges:

  • We’ll ship your new item once the return is received and approved
  • You’ll be responsible for any price difference
  • If the new item costs less, we’ll refund the difference

Damaged or Incorrect Items

If you receive a damaged item or incorrect product (especially important for collectible figurines and fragile ornaments):

  1. Contact us immediately at [email protected] with photos of the issue
  2. We’ll arrange a replacement or refund without requiring return of the damaged item
  3. In some cases, we may ask you to return the item with prepaid shipping

International Returns

For customers outside the U.S. (excluding some Asian and remote areas):

  • You’re responsible for return shipping costs
  • Customs fees are non-refundable
  • Please mark the package as “Returned Goods” to avoid additional charges

Questions?

Our Seattle customer care team is happy to help with any questions about returns or exchanges. Contact us at [email protected].

From our family to yours, we appreciate your trust in Hallmark through US Playtime Toys. We’re committed to making every step of your experience with us as special as the memories our products help create.

Warm regards,
The US Playtime Toys Team