Refund policy

The Toucan Cove has a 7-day refund and return policy, which means you have 7 days after receiving your item to request a return. Requests for returns or refunds that fall outside this window will not be accepted.

What items can be returned
To be eligible for a return, your item must be in the same condition that you received it and in its original packaging. For example, booster boxes must be sealed and unopened. Blind boxes, including complete sets, must also be sealed with the authenticity sticker intact. The following are examples of items that cannot be returned:

Items that have been opened
Items that have had their packaging tampered with
Cases of items, bundles, or complete sets that have been separated or opened

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Items that arrived damaged are eligible for return, though The Toucan Cove does not offer returns or refunds for damaged product packaging. Likewise, items with minor cosmetic defects such as painting details or general toy or figure quality do not qualify for returns. If your item arrived damaged, please email pictures of the item detailing the damage to toucan@thetoucancove.com and we will reach out within 3 business days.

Special items ineligible for returns

Items such as clothing, food, consumables, makeup, personal hygiene products, or any other item that might cause harm if returned is not eligible for a return. Additionally, items that were sold as part of a bundle or as a pre-order are not eligible for return.

While pre-order cancellations or returns are not guaranteed, you can request a cancellation before your item ships by emailing us at toucan@thetoucancove.com. Please note that once our suppliers have shipped your item, the order can no longer be canceled.

Starting the return process

To start a return, you can contact us at toucan@thetoucancove.com or use your account order page to begin this process. Please note that returns will need to be sent to the following business address:

Toucan Cove Trading & Collectibles, LLC
415 S 78th St Apt 10
Omaha, NE 68114

Returns are handled exclusively through the business address listed above. Returns sent to the incorrect address may not be eligible for refund. Items sent back to us without first requesting or starting the return process will not be accepted. You can always contact us for any return questions at toucan@thetoucancove.com.

For all orders within the United States, return shipping is free of charge if the return reason is due to an error on our part or if the product arrived damaged. If the return reason is not due to one of these issues, you will be responsible for the cost of return shipping. We will work with you on providing a return label after the return process has started. If you would like to choose an alternative return method, you will be fully responsible for the cost of return shipping without reimbursement. We are not responsible for any lost or damaged packages returned to us.

For all international orders, the cost of return shipping is the responsibility of the customer without reimbursement. We are not responsible for any lost or damaged packages returned to us.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
We will notify you once we’ve received and inspected your return and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.

If more than 15 business days have passed since we’ve approved your return, please contact us at toucan@thetoucancove.com.