www.chowrentoys.com

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Help Center

Here are some of the common questions that we have received over the years. If there are somethings that are still unclear, please don't hesitate to contact us by email at sales@chowrentoys.com (24/7).

General Information


Q: Would I receive my order in time for the holidays?

A: Yes, if you use the following shipping guidelines you should be able to receive your order before the holidays.

Domestic


Our shipping cut off time is Monday to Friday Noon (12pm) PST. Orders must be placed by end of the date shown in the shipping chart for delivery by 24th of December. Please note these are only estimates. Barring any unexpected events only USPS Express Mail, FedEx 3 Day Air, FedEx 2nd Day Air and FedEx Next Day Air offer guarantee deliveries.



Locations





Shipping Method

APO / FPO / DPO

Hawaii / Alaska

East Coast

Mid-West

West Coast

USPS First Class

Dec. 2

Dec. 14

Dec. 15

Dec. 15

Dec. 16

FedEx Ground

Dec. 9

N/A

Dec. 15

Dec. 16

Dec. 20

USPS Priority

N/A

Dec. 16

Dec. 19

Dec. 19

Dec. 20

FedEx 3 Day Air

N/A

Dec. 19

Dec. 19

Dec. 19

N/A

FedEx 2nd Day Air

N/A

Dec. 20

Dec. 20

Dec. 20

Dec. 20

USPS Express

N/A

Dec. 21

Dec. 22

Dec. 22

Dec. 22

FedEx Next Day Air

N/A

Dec. 23

Dec. 23

Dec. 23

Dec. 23


International


Our shipping cut off time is Monday to Friday Noon (12pm) PST. Orders must be placed by end of the date shown in the shipping chart for delivery by 24th of December. Please note these are only estimates and do not guarantee delivery by the 24th



Locations


Shipping Method

Canada / Mexico

Rest of the world

USPS Priority

Dec. 8

Dec. 5

USPS Express

Dec.14

Dec.14

FedEx Ground

Dec.14

N/A

FedEx International Economy

Dec. 19

Dec. 14

FedEx International Priority

Dec. 20

Dec. 16


Q: Can I cancel my order?


A: Yes, we just ask that you email us with the request to cancel. If you have already paid for the item, please email us immediately if you plan to cancel as we normally will ship out within 24 to 72 hours. If item has already been shipped please see our section on return and refund policy. Please note, once the order has been canceled we can not guarantee that the item will be available again.

Q: Can I return my purchases?

A: Yes, please see our store policy for details.

Q: Are your LEGO sets brand new and have never been opened?


A:  All of our sets are brand new and factory sealed unless stated otherwise. Sometimes, due to the age of the sets, the seals on the sets do become unglued, but the contents inside are still in original packaging and brand new. Most of our parts and minifigures are brand new and never played with unless stated otherwise. Our new parts and minifigures were only handled during sorting or repackaging. If you would like to know more about the condition of a particular set, all the information will be stated in the listing. If you are still not satisfied please do not hesitate to contact us.

Q: Why is my set shrink wrapped?

A: Not all of Chowrentoys.com's sets are shrink wrapped. We only shrink wrap sets that are damaged, have failed seals, and/or older and more valuable. This is to provide additional protection and maintain the integrity of the box. There will also be a white label inside the wrapping describing in detail the condition of the set.

Q: What happens if there is something missing from the set?


A:
Chowrentoys.com follows the same policy as the manufacture's when it comes to missing and broken parts or pieces. It is LEGO's policy to contact them directly for all replacement parts and pieces. This can be done on line by visiting LEGO Customer Service or by phone 1-800-838-9647. If LEGO can not help you please contact us and we will do our very best to replace it.

Q: Are your LEGO sets from a smoke free environment?

A: We do not smoke so yes, all of our sets are from a smoke free environment. They are all stored in our smoke free warehouse. However, we have had problems with one or two sets in the past that we purchased from someone else that smoked. If this was to happen again we will certainly state it in our listings.

Q: Do you do buy and trades?


A: Yes, we will buy or trade your LEGO sets. We will only trade for brand new factory sets in good condition and from a smoke free environment.  Please email us for quotes. All quotes are subject to change and deals are not finalized until we have received and inspected your LEGO sets.

Q: Is there a phone number to call?

A: Yes, we can be reached at 360-616-2183 Monday to Friday from 10am to 3pm PST. If you get our voice mail, please leave us a phone number and an email address so that we can return your call or message in a timely manner. You can also reach us after phone hours by email: sales@chowrentoys.com. Emails are normally answered within 24 hours.

Payment and Payment Methods


Q: What forms of payment do you accept?

A:
Chowrentoys.com at this time accepts Paypal and major credit cards including Visa, MasterCard, American Express, and Discover. All credit cards will be processed through Paypal's secure on-line terminal. Please note payments can only be processed on-line at this time so we kindly ask that you do not email us with your credit card number.

Q: What other forms of payments do you accept?

A:
Chowrentoys.com is only accepting Paypal and credit cards at this time. We do not accept money order or certified checks.

Q: Is it safe to use my credit card on your site?

A: Yes, the security and safety of your personal information is extremely important to
Chowrentoys.com. This is why we have chosen to go with Paypal for payments and for credit card transactions. Paypal is a leader in on-line payment and security. According to Paypal "your financial security is [their] highest priority. You're protected from any unauthorized payment made from your PayPal account." All Paypal customers' credit card and financial information are protected and are never revealed to merchants.

Q: What is Paypal?

A: PayPal is a payment that allows money transfers to be made through the Internet. PayPal is also a wholly owned subsidiary of eBay. For more company information or to sign up for your own account please visit  https://www.paypal.com.

Q: What currencies do you accept?

A: Chowrentoys.com currently only accepts US dollars. However, if you use Paypal you can pay with your own currency and they will exchange it to US dollars (for a nominal fee).


Shipping, Handling and Insurance

Q: What are your shipping costs?


A: You can view an estimate of shipping costs by viewing your cart. However, final shipping costs will be displayed on the invoice you see before confirming your order.

Q: How can I view the status of my order?


A: Yes, go to My Account. Once logged in your order will be listed under "Track your recent order". 

Q: Why do you charge a handling fee?


A:
Chowrentoys.com shipping rates will be slightly higher than actual shipping cost due to our handling fees. With it you will get well packed parcels and tracking numbers for all domestic (WITHIN UNITED STATES ONLY) parcels excluding APOs. Our goal at Chowrentoys.com is to make sure you get your item in the same condition as when it left our facilities. In terms of shipping material we try to use new shipping material whenever possible, however when none are available we will use good recycled shipping boxes. We generally use new boxes and padded envelope for first class mail. Often we will use the free materials we receive from USPS for domestic Priority Mail parcels. PLEASE NOTE: OUR SHIPPING AND HANDLING RATES ARE NOT NEGOTIABLE.

Q: Do you combine shipping?


A: Yes,
Chowrentoys.com always combines shipping. If you intend to purchase more than one item we will be more than happy to combine shipping for you.

Q: How long before you ship things out?

A:
Chowrentoys.com turn around time is 24 to 72 hours. We only ship Monday to Friday. Our pick up cut off time for USPS is 9 am and the FedEx / UPS cut off time is 2 pm. If your item needs immediate delivery please email us ahead of time and allow us enough time to make special arrangements.

Q: Can I purchase insurance?


A: In keeping with the industry standards, all parcels now come fully insured.

Q: How soon can I expect my package after I place my order?

A: Here is a quick formula to figure out how soon you can expect to get your package.

Time to expect = Chowren Toys processing time +  Transit time required by the carrier

Chowrentoys.com has standard processing time of about 1 to 2 business days for domestic shipping and 2 to 3 business days for international shipping.  Since we allow order cancellation we wanted to make sure that you (the buyer) has time to cancel the order.  We can generally accommodate faster processing time if you let us know.  Please note, during the holiday seasons our processing time maybe slightly longer.

Q: How long is the delivery time?


A: Here is a general time frame required by the carrier for each shipping method.

Within the lower 48 states
USPS First Class Mail: 5 to 7 days (time is an estimate, NOT guaranteed!)
USPS Parcel Post: 7 to 9 days (time is an estimate, NOT guaranteed!)
USPS Priority Mail: 2 to 3 days (time is an estimate, NOT guaranteed!)
USPS Express Mail 1 to 2 days depending on your location.  Guaranteed!
Please check USPS for more precise delivery time frame to your location.  Our zip code is 98370.

Fedex Ground/Home Delivery: up to 5 business days depending on your location.  Guaranteed!
Fedex Express Saver: 3 business days depending on your location.  Guaranteed!
Fedex 2DAY: 2 business day, Guaranteed!
Fedex Overnight: Next business day, Guaranteed!
Please check FedEx for a more precise ground/home delivery time frame to your location.  Our zip code is 98370.

During the Christmas rush, the delivery time will be much longer.  Every year during the Christmas holidays we always have problem with a few parcels taking much longer than expected so please allow more time for delivery when placing a Christmas order.

International
USPS First Class Mail: 2 to 4 weeks, but can take as long as 60 days due to customs delays
- Delivery time is an estimate, NOT guaranteed!
USPS Priority Mail: 6 to 10 business days
- Delivery time is an estimate, NOT guaranteed! Please note this time frame is only to the receiving country. Additional time will be needed for custom clearance and this can take anywhere from a day to a week depending on each country.
USPS Express Mail: up to 5 business days 
- Delivery time is an estimate, NOT guaranteed! Please note this time frame is only to the receiving country. Additional time will be needed for custom clearance and this can take anywhere from a day to a week depending on each country.
Please check
USPS for more precise delivery time frame to your location.  Our zip code is 98370.

During the Christmas rush, the delivery time will be much longer.  Every year during the Christmas holidays we always have problem with a few parcels taking much longer than expected so please allow more time for delivery when placing a Christmas order.

Q: How come the tracking number is not working?

A: According to statistics from our shipping software, USPS only scans delivery confirmation about 5% of the time when they receive the package. They then scan only 0.9% (9 out of 1,000 packages that they received) of the package en-route. When USPS deliver the package they only scan it at 93.6% of the time. Unlike other carriers like UPS or FedEx, the post office does not scan their parcels at every sorting station.


Sales Tax


Q: Do I have to pay taxes?


A: As a registered business in Washington state
Chowrentoys.com is required to collect sales taxes including shipping and handling and insurance from all Washington state shipping address.  We do not collect sales taxes for items shipped outside of Washington State.

Q: Do I have to pay taxes if I live outside of Washington State?

A:
Chowrentoys.com does not collect sales taxes for destinations outside of Washington state.  The buyer maybe responsible for paying local use or sales taxes.  Please check with your local authorities.

Q: How is sales tax calculated?

A: Washington law requires us to calculate sales tax on the total selling price.  The total selling price of an order will generally include summary prices of all items in the order, shipping and handling charges, discounts and gift-wrap charges.

Q: What is my tax rate?

A: The rates that applied to your order will generally be the combined state and local rate for the address where your order was shipped.  Your tax rate will depend on your locality.  Each locality sets their own rate on top of the state sales tax.  Please note, the sales tax rate applied to your order may be different for an order shipped to your home address than it is for an order for the very same items shipped to your work address.  Our store software will uses sales tax rates from a leading tax rate service provider.

Q: How come you charged me higher sales tax than what is shown on the confirmation/receipt page?

A: When you place an order
Chowrentoys.com will give you an estimated sales tax.  The reason is that many factors can change between the time you place an order and the time of payment authorization.  The amount appearing on your order as Estimated Taxes may differ from the sales taxes ultimately charged  For example, tax law changes may occur between order placement and payment authorization that could result in an increase or decrease in taxes charged.

Q: Do I have to pay taxes if I live outside of United States?

A: If you are an international recipient, (whether you are the buyer or receiving the items as gifts) you are ultimately responsible for all Duty, Customs, Value Added Tax (VAT), Goods and Services Tax (GST), and/or any other imported or related levies imposed by your country.
Chowrentoys.com DOES NOT collect any of the taxes and levies. We do not have information on the levies specific to your country. Your local carrier will collect the necessary tax(es) from you before they release the parcel. Please obtain all information from your government before making your purchase. For our integrity and your protection, Chowrentoys.com WILL NOT fill out false information on the customs form. Any under reporting of the value might result in confiscation of the parcel by your local customs office.

Copyright Notice:

LEGO, LEGOLAND, BELVILLE, BIONICLE, BLOCK-O-DILE, CLIKITS, DUPLO, EXO-FORCE, KNIGHTS KINGDOM, MINDSTORMS, QUATRO, ROBOTICS INVENTION SYSTEM, the DUPLO logo, the QUATRO logo, the LEGO and LEGOLAND, the Brick and Knob configurations and the Minifigure logos are trademarks of the LEGO Group used here by permission.  © 2016 The LEGO Group. © 2016 Lucasfilm Ltd. & TM. HARRY POTTER, characters, names and related indicia are trademarks of and © Warner Bros. Entertainment Inc. Harry Potter Publishing Rights © JKR. (s10) © 2016 HIT Entertainment Limited and Keith Chapman. Ferrari, all associated logos and the distinctive designs are trademarks of Ferrari S.p.A. The body of the Ferrari car is protected as Ferrari property under trade dress and/or design regulations. Thomas the Tank Engine & Friends™ A BRITT ALLCROFT COMPANY PRODUCTION. Based on The Railway Series by The Reverend W Awdry. © 2009 Gullane (Thomas) Limited. A HIT Entertainment Company. Thomas the Tank Engine & Friends and Thomas & Friends & Design are trademarks of Gullane Entertainment Inc. Thomas the Tank Engine & Friends is Reg. U.S. Pat & Tm. BATMAN and all related characters and elements are trademarks of and © DC Comics.  WB Shield: TM and © Warner Bros. Entertainment Inc. (s09) © 2009 Viacom International Inc. All Rights Reserved. Nickelodeon, SpongeBob SquarePants and all related titles, logo and characters are trademarks of Viacom International Incorporated.  Created by Stephen Hillenburg. SPEED RACER MOVIE: © Warner Bros. Entertainment Inc. SPEED RACER: ™ Speed Racer Enterprises, Inc. (s09) © 2016 Disney / Pixar. All rights reserved. Prince of Persia: © Disney Enterprises, Inc. and Jerry Bruckheimer, Inc. © 2016 All other characters are copy righted by their respective owners.  All rights reserved. © 2016