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Customer Service

Toy Bento has gone NON-PROFIT!

If you have yet to read our non-profit FAQ, please do so right here. It's important :)

  • Shipping & Delivery

    All our shipments are shipped by air, and they are shipped directly from China, to ensure shipping time and costs are kept to a bare minimum. Shipping is free most parts of the world. Please contact us to enable shipping to your country, if it's not yet available.

    All packages sent to you will have a tracking number, and it typically takes between 4-16 weeks to reach you after payment has been received. It typically takes a month of processing before you get your tracking number.


    • Your article usually takes 2 to 4 weeks to prepare, after which, it needs to make a trip across China to reach the forwarder.
    • After reaching the forwarder, documentation is prepared for international shipping. This process takes between 2-4 weeks.
    • You will only receive a tracking number once the package clears the forwarder.
    • We cannot guarantee that your boxes arrive in good condition. We have selected suppliers that pack well, but handling by the forwarder is rough.
  • Replacement and Returns

    As Toy Bento is now non-profit, we would no longer provide support on missing, faulty or damaged parts. We would also not be accepting any returns.

    You would be required to pay for service charges for replacement of parts. The fee will be as charged by the vendors (we have been absorbing the charges so far).


    • You're encouraged to source for your own replacement parts, as this would probably be much quicker.

  • Orders and Cancellation

    Orders for items in stock are typically prepared within 7 days of payment, and are usually dispatched in another 7 days (total of 2 weeks). Any cancellation of orders would need to be done within a week for a full refund. Any orders cancelled between 7 to 14 days is liable to a US$15 charge (for return shipping cost), and orders beyond 14 days cannot be cancelled.

    This, however, does not apply to pre-orders with deposit payments. Your deposit is directly sent to the vendor, and we would not be able to get a refund for them. As such deposits payments are strictly non-refundable. We're sorry.

    If you have done a full payment for your pre-order, you may choose to cancel it at any time if the item is not already in stock. If the item is already in stock at the time of cancellation, the rules above apply.

  • Customs, Taxes and Loss

    Customs procedures in each country is different, and while we do all best to minimize customs delays and taxes, the onus would be upon you, as the buyer, to work with your local authorities to settle any customs questions and taxes required. We would assist with any information necessary, but there are limits to what we are able to do.


    • We would NOT be able to call your local customs to release your items, nor would we pay customs fees for you.
    • If you choose not to pay your customs taxes, and want the item returned or destroyed, you will NOT be getting a refund, as most of the money would have gone to shipping the product.

    All our packages are shipped via reputable couriers, and come with full tracking. As such, we are not liable for any loss or damage of your package.

    In the event your item is lost along the way, we would work with the relevant parties to locate your package, make claims, or get a replacement sent to you. This may take some time, so we ask for your patience while we work things out. If it somehow does not work out, we are not liable for your loss. We thank you for your understanding.

  • Payment & Pricing

    Payment is accepted via PayPal, as it is a trusted platform. We are currently not accepting credit and debit cards directly, as this has inherent security risks which we do not want to subject you to.

    PayPal also provides an easy for us to give your refunds on shipping costs, and also cancellation of pre-orders if you so choose to do so.


    • It is recommended that you use your local currency when browsing the store, as this currency would be used during check out. It is recommended that you use your local currency to pay, to avoid being charged fees for currency conversion.
    • Please work with us prior to raising any disputes on PayPal. This increases the amount of paperwork we would have to do, and would take much longer for us to work with you on settling the matter in question.
  • Updating Account Information

    Please do ensure that your personal information up to date information on your account, especially your shipping address and contact number. There is strictly no change of address for your package once your package has shipped. (We've tried to change address while the packages are in transit, it doesn't always work.)

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