Help Centre

This is your one-stop shop for information and answers to frequently asked questions (FAQs) about Mastermind Toys.

Can't find what you're looking for? You can Live Chat with our customer service staff Monday through Friday, 9am to 5pm ET. Or drop us a line any time—we’re here to help!

Contact Us

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How do I contact customer service?

You can reach our customer service team Monday through Friday, 9am to 5pm ET:

  • Live chat with a team member
  • Call us toll-free at 1.888.388.0000 ext. 2 (In the Greater Toronto Area: 416.321.8984 ext. 2)

Or drop us a line at customerservice@mastermindtoys.com any time. We’re here to help!

How do I contact the Mastermind Toys Home Office?

You can contact us in a number of ways:

  • By mail: 415 Milner Ave, Toronto, ON CANADA M1B 2L1
  • By phone: toll-free 1.855.321.8984 (In the GTA: 416.321.8984)
  • By fax: 416.321.8988

Gift Cards

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How do I buy a gift card online?

You can buy two kinds of Mastermind Toys gift cards online:

Physical gift card – Choose a design you love, then choose any value from $5 to $500 and add a personalized message. We’ll mail the gift card to the recipient who can then redeem it online or at their local Mastermind Toys store.

Digital gift card – Choose a design you love, choose any value from $5 to $500, add a personalized message and tell when you’d like us to send it. We’ll email the digital gift card to the recipient who can then redeem it online or at any Mastermind Toys store.

Do you gift wrap physical gift cards?

No and yes: instead of wrapping paper, we enclose physical gift cards in a fun Mastermind Toys gift card box.

How do I redeem a gift card online?

To redeem a physical gift card:

  • enter the 16-digit* gift card number found on the back of the card
  • remove the grey sticker and enter the 8-digit PIN revealed beneath

    Mastermind Toys Gift Card Redemption

To redeem a digital gift card:

  • enter the 16-digit gift card number and the 8-digit PIN

    Mastermind Toys Gift Card Redemption

You may split your purchase between multiple gift cards, between gift cards and PayPal, or between gift cards and a credit card (Visa, MasterCard, American Express). If you pay using gift cards only, any remaining value will be left on the last gift card entered.

*If your gift card has a 10-digit or 19-digit gift card number, please note that you don't need to enter a PIN number

Do you accept digital gift cards at Mastermind Toys store locations?

Yes: we accept both physical and digital gift cards both online and in our stores.

How do I check my gift card balance?

There are two ways:

  • If you are logged in to your account, click on the Check Gift Card Balance tab and enter the 16-digit* gift card number and 8-digit PIN (found beneath the grey sticker).
  • If you are not logged in or you do not have an account, go to Order Tracking & Gift Card Balance and enter the 16-digit* gift card number and 8-digit PIN (found beneath the grey sticker) .

*If your gift card has a 10-digit or 19-digit gift card number, please note that you don't need to enter a PIN number

Can I return a gift card?

No. Gift cards are non-returnable, non-refundable and cannot be redeemed for cash.

I lost my gift card: can you replace it?

No. Gift cards are like cash and cannot be replaced.

The digital gift card I sent has not been received. What can I do?

Please contact our customer service at 1.888.388.0000 ext. 2. We may be able to re-issue the gift card.

I accidentally deleted my digital gift card. What can I do?

Please contact our customer service at 1.888.388.0000 ext. 2. We may be able to re-issue the gift card.

Gift Wrapping

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Do you offer gift-wrapping?

Absolutely. We’re delighted to offer free gift-wrapping in all our stores. We can also gift-wrap your online purchases for $2.99 per item, which includes your choice of paper, a gift tag personalized with your message and our signature curly bow.

Can I add a personalized message to my online order?

Yes. When you choose the gift-wrap option, you can include a personalized message that we will print on the gift tag.

Why don't you offer gift-wrapping on all items?

We love to make a great gift even better with beautiful wrapping, but some items are simply too large, bulky or oddly-shaped for us to wrap effectively.

Can you wrap items together?

No. To safely and effectively pack the items for shipping, we wrap each item individually.

Is gift-wrapping refundable?

No. Gift-wrapping charges are non-refundable.

Gift Lists

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What is a Gift List?

It’s an online roster of gift ideas you can share with friends and family who might appreciate hints on what to buy for upcoming birthdays and holidays.

How do I create a Gift List?

  • Sign in to your account (or create one; you must have an account to make a Gift List).
  • When you find a great gift idea, add it to your Gift List by clicking the heart icon next to the product image.
  • View your Gift List any time by clicking the Gift List link at the top of the page.
  • Share your Gift List with family and friends—even email it to yourself.

How do I add a Gift List item to my shopping cart?

  • Click the Gift List link at the top of the page to view your list
  • Choose the item you want to buy and click Add to cart

How do I remove an item from my Gift List?

  • Click the Gift List link at the top of the page to view your list
  • Find the item you wish to remove and click Delete

Can I create multiple Gift Lists and name them?

Not at present: we’re always exploring ways to improve the Gift List, so stay tuned.

How do I share my Gift List?

 It’s a great way to keep family and friends in the loop:

  • Click the Gift List link at the top of the page to view your list
  • Choose from several methods: share via email, download a PDF or print a copy

Managing Your Account

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How do I change my account information?

It’s simple to make changes:

  • Sign in to your account
  • In the Account Info tab under Contact Info, click Edit
  • Make your changes and click Update

How do I reset or change my password?

It’s easy to reset your password:

  • Open the Sign in or Sign up form.
  • Click the Forget your password? link under the user name and password fields.
  • Enter your email address and click the Email Me My Password button.
  • An email will be sent to you. Follow the instructions to reset your password.

To change your password:

  • Sign in to your account.
  • In the Account Info tab under Contact Info, click Edit
  • Enter your old and new passwords then click Update

How do I update my billing address?

It’s easy:

  • Sign in to your account
  • In the Account Info tab under Billing Address, click Edit
  • Enter your new billing address and click Update

How do I add or delete a shipping address on my account?

You can add, delete and change your default shipping addresses in just a few steps:

  • First, sign into your account and go to the Account Info tab
  • To add a new shipping address:
    • Under Shipping, click Add new
    • Enter your new shipping address and click Add new address
  • To delete a shipping address:
    • Under Shipping, find the address you wish to remove and click Delete

How do I remove a payment method on my account?

It’s simple to remove your payment information:

  • Sign in to your account
  • In the Account Info tab under Payment, select the credit card(s) you would like to remove
  • Simply click Remove

How can I review my past orders?

You must have an account to view your order history.

  • Sign in to your account
  • In the Orders tab you will be able to view details and tracking information for both current orders and past orders.

Can I delete my account?

Yes. You can delete your account at any time, but you will lose all your account information and order history. To delete your account, please contact our customer service team.

Ordering

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How do I place an order online?

Whether you have an account or not, shopping online is simple:

Fill your cart

When you find something great, simply click Add to cart.

To view your cart, click the Cart icon at the top of the page. From there you can:

  • review your items
  • remove items
  • adjust quantities
  • move items to your Gift List
  • add gift-wrap and tags
  • edit physical gift cards

When you’re ready, click the Check out button. You can check out either as a guest or by signing into your account. Note: you must provide an email address for both options.

Check out

Our check-out process has just three easy steps:

  • Shipping info – Enter your shipping information (Note: shipping address must be in Canada or the contiguous United States.)
  • Payment info – Choose to pay by credit card (Visa, MasterCard, American Express), with a Mastermind Toys gift card or via PayPal.
  • Review and place order – Be sure to review your order carefully and make any necessary changes before you click the Place order button.

You will see a confirmation page with your order number. You can cancel this order within 60 minutes. Please note that orders for digital gift cards can not be cancelled.

Can I place orders over the phone?

No. We cannot accept orders by phone.

How do I check my order status?

It’s easy to check your order status:

  • If you are logged in to your account, click on the Orders tab to view details and tracking information for your current orders as well as details of your past orders.
  • If you are not logged in or you do not have an account, go to Order Tracking & Gift Card Balance and enter your order number to view details of your current order.

I have a Certificate of Indian Status: how do I get my tax exemption?

Please email your Indian status card number and your order number to customerservice@mastermindtoys.com. We will apply the appropriate tax exemption.

Are online orders subject to taxes?

Taxes are based on the shipping destination of your order.

Current HST, GST and PST rates table of 2017

Province Rate Type (HST, GST, PST) Provincial Rate Federal Rate Total
Alberta GST 0% 5% 5%
British Columbia* GST+PST 7% 5% 12%
Manitoba* GST+PST 8% 5% 13%
New Brunswick HST 10% 5% 15%
Newfoundland and Labrador HST 10% 5% 15%
Northwest Territories GST 0% 5% 5%
Nova Scotia HST 10% 5% 15%
Nunavut GST 0% 5% 5%
Ontario HST 8% 5% 13%
Prince Edward Island HST 10% 5% 15%
Québec GST + QST 9.975% 5% 14.975%
Saskatchewan GST + PST 6% 5% 11%
Yukon GST 0% 5% 5%



In the contiguous United States

Sales taxes do not apply. Orders of more than $800 are charged a $40 duty fee.

Do you charge taxes on the purchase of gift cards?

No. Gift cards are sold in specific denominations, with no tax added.

Are there taxes on books?

Books shipped to Canadian addresses are subject to GST, but exempt from PST. Sticker books, activity books and workbooks are subject to full taxes.

What forms of payment do you accept online?

We accept Visa, MasterCard, American Express, PayPal and Mastermind Toys gift cards for online orders. You may split payment between multiple gift cards, or between gift cards and a credit card.

How do I request a copy of my invoice?

You will receive a confirmation email when your order has shipped. This serves as your invoice. Please retain a copy for exchanges or returns. If you have deleted your shipping confirmation email, please contact our customer service team with your name and order number.

I’ve ordered an item as a gift: will the recipient see how much I paid?

No. Pricing is not included on products or on packing slips included with our shipments.

The expected delivery date has passed and my order has not arrived. What can I do?

If you have already attempted to track your order through the carrier and still need assistance, please contact our customer service team with your name and order number.

My order arrived, but an item is incorrect or missing. What can I do?

Please review your shipping notification email. Occasionally we need to ship items in separate packages and therefore issue multiple tracking numbers. Verify your order contents against the packing slip and empty the box completely. Small items can get buried or wrapped up in packing materials.

If an item is missing or incorrect, please contact our customer service team with your name and order number.

My order contains a damaged or defective item. What should I do?

Please take a photo of the packaging as well as the damaged or defective item and contact our customer service team with your name and order number. We will review your order and arrange for a replacement.

How do I track my order?

When your order is shipped, you will receive a shipment confirmation email containing your tracking number(s). Please note that it can take up to 24 hours for the tracking information to be updated on the carrier’s website. Enter your tracking number into the appropriate carrier's online tracking tool:

Please note: orders shipped in multiple boxes will have individual tracking numbers.

How do I cancel my order?

You can cancel your order within 60 minutes of placing it. The easiest way is by clicking the Cancel order link on the order confirmation page. Note that digital gift card orders can not be cancelled.

If you have an account, you can also cancel your order on our website within 60 minutes of placing it.

  • Sign in to your account
  • Go to My Account at the top of the page and click the Orders tab.
  • Under Current Orders, locate the order you want to cancel and click Details & Tracking.
  • Under Tracking, click Cancel order.

If you need further assistance, please contact customer service:

Why am I seeing a “credit card declined” message?

Please ensure that the billing information you have entered matches the information currently on file with your credit card company or issuing bank. If this appears to be correct, we recommend you call your credit card company or issuing bank. For additional help, please contact our customer service team.

Shipping

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Where do you ship?

We ship to all Canadian provinces and territories and to the contiguous United States. We do not ship to Alaska, Hawaii, offshore territories of the US (i.e., the Virgin Islands, Puerto Rico, Guam), US Post Office boxes, Army Post Office (APO) addresses or freight forwarding companies.

How long will my order take to arrive?

In general, it takes approximately one to two business days to process an order. Please refer to the table below for estimated shipping times.

PLEASE NOTE: due to increased volume during our Spring Clearance Event, our order processing from May 3–27 may take up to five business days.

Canadian In Transit times from ship date

Destination UPS Standard UPS Express
Western Canada 4 business days 2 business days
Ontario - Non GTA 2 business days 2 business days
Ontario - GTA 1 business day 1 business day
Eastern Canada 4 business days 2 business days
Quebec 2 business days 1 business day

US In Transit times from ship date

Destination UPS Standard
North East 3 - 4 business days
North West 5 business days
North Central 3 - 4 business days
South East 3 - 4 business days
South West 5 business days
South Central 4 - 5 business days

How do you calculate shipping charges?

Mastermind Toys’ policy is to pass on our volume discounted shipping rates based on size and weight—with no handling charges or mark-up. This means substantial savings to our customers.

What carrier do you use for shipping?

Within Canada and the United States we ship with UPS.

Are there any additional fees associated with shipping?

The customer pays only the shipping charges shown on the online order. Customers and recipients are never required to pay additional fees at time of delivery.

Customs and duty fees: There are no duty fees on orders shipped within Canada. Customers pay taxes based on the ship-to address (see Are online orders subject to taxes).

Most orders shipping to the US are also exempt from duty fees. Orders shipped to the US valued at $800 or more will have a $40 duty charge applied during checkout.

Do you have any shipping promotions?

Yes. Place an order of $49 or more, after discounts and before taxes, to receive a credit of up to $15 against the cost of shipping all your items to a Canadian destination, via regular shipping. This means most orders will ship free of charge. If your shipping cost exceeds $15, we will deduct $15 from the standard shipping charge. You pay only the difference.

This offer applies to all items shipped to most Canadian destination via regular shipping. There are no size or weight restrictions.

Promotion does not apply to items shipping to Yukon Territories, North West Territories and Nunavut.

Note that we’re unable to ship to P.O. boxes at this time.

Product Availability & Pricing

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Is your online product selection the same as in stores?

Both product selection and inventory can vary in store and online, as well as between stores.

Can I check online to determine if a certain product is available at my local store?

Yes: you can see the inventory status at your preferred store on each product page. You can also click the Check stores link on any product page and use the drop-down menu to search other stores by address, city or postal code.

Why do you place purchase limits on some products?

At Mastermind Toys, we believe in fun and fairness.  We therefore reserve the right to:

  • prohibit purchase to resellers
  • limit quantities on scarce, limited edition or hard-to-find product

Are your online and in-store prices the same?

Generally, prices are the same unless we are running a special online or in-store promotion.

Are your online and in-store promotions the same?

Yes, in most cases. We do occasionally run special online or in-store promotions. Stay in the loop on all our promotions, contests and special events by signing up for our email updates.

Do you match competitors’ prices?

No. We believe that our knowledgeable, helpful service and complimentary in-store gift-wrapping provide more value to our customers than small price reductions.

Can I choose the colour or style of online items available in “assorted” colours or styles?

No. Such items ship in randomly selected colours and styles according to availability.

Reserve Online, Collect In-Store

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How do I reserve items online to collect in-store?

On the product page, hit the “Reserve in-store” button to add it to your cart. Repeat with any other items you want to include in your order.

Go to your Cart in the upper right-hand corner and then hit the “Reserve in-store” option. Select the store where you would like to pick up your order.

Log in to your account; or check out as a guest using only your name, email address and phone number.

Finally, review your order and hit “Reserve in-store” to complete check-out.

If you place your order during your selected store’s hours of operation, we’ll send you a “Reserve online” confirmation email within 60 minutes. If you place your order outside of store hours, we’ll send the email within 60 minutes of your selected store’s opening the next day. Once you have that email in hand – whether on your device or printed out – you can head for your selected store to pick up your order.    

Can I reserve anything I see online?

This service applies only to items available in stores – online exclusives and select products are not eligible, and styles may vary in-store. Look for the “Reserve in-store” button on the product page. If it’s bright blue, you’re good to go: hit it to reserve that item. If it’s grey, then that item is ineligible for this service.

How many items can I reserve at one time?

There is no limit to the number of items you can reserve in a single order. Please note that we do occasionally limit customers to a certain number of some popular or limited-edition products. These exceptions will be noted on the product page.

Do I have to create an account to use this service?

No: you can check out as a guest using only your name, email address and phone number.

How long will my items be reserved?

Your selected store will hold your items for 24 hours from the time on your “Reserve online” confirmation email. After that time, staff will return the items to store stock.

How will I know when my order is ready for pick-up?

We’ll send you a “Reserve online” confirmation email within 60 minutes during store hours, or within 60 minutes of store opening if you place your order after hours. Simply bring a copy of that email – either on your device or printed out – with you to your selected store to collect your items.

How do I pick up my order?

Just go to the cash in your selected store and show the staff member your “Reserve online” confirmation email: either on your device or printed out.

When will I be charged for my order?

You pay when you pick up your items in-store at the cash.

What price will I pay for my items? What if a price changes?

You’ll pay the lowest in-store price for each of your items. If a price increases, you’ll pay the original price as shown on your “Reserve online” confirmation email within 24 hours. If a price decreases, you’ll pay that lower price. Note that online prices may vary and online promotional codes and sales will not apply.

How do I change or cancel my reservation?

Once you’ve placed your order, you cannot make any changes or additions. Once you receive your “Reserve online” confirmation email, the items you’ve reserved will be held for 24 hours at your selected store. As a courtesy, if you wish to cancel the reservation, please call your selected store – they will return your items to store stock.

Can I have my items gift-wrapped?

Of course: when you pick up your order in-store, we’d be delighted to wrap them at no charge.

Why does my ”Reserve online” confirmation email show that an item is unavailable for pick-up?

Occasionally, although an item may show online as available, it may have sold out at your selected store by the time staff received the order and looked for the item requested.

I’m trying to reserve an item online, but the system won’t let me: why not?

Some items are available online only and cannot be picked up in our stores. Other items are not yet available or are considered hot commodities that we cannot guarantee stock for in stores. Only items eligible for this service will have the “Reserve in-store” button active – that is, bright blue– on the product page. Ineligible items will show the “Reserve in-store” button as grey and inactive.

Returns & Exchanges

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What is Mastermind Toys’ return policy?

We accept returns or offer exchanges on unopened merchandise purchased at and currently carried by Mastermind Toys. Please note: Clearance items, markdown items and gift cards are non-returnable and non-refundable.

For approved refunds with the original sales receipt within 30 days of purchase: we will refund the purchase price issued in the original form of tender (i.e., in cash or credited to the card used to make the original purchase).

For approved refunds without the original sales receipt: we will issue a Mastermind Toys gift card.

How do I return an item purchased online?

We accept returns within 30 days of the order shipment date. Note that shipping costs are non-refundable unless the order arrives damaged or defective.

You can return your online purchase in one of two ways:

Return by mail – Please contact our customer service team to obtain a Return Merchandise Authorization (RMA). Ship the item and the RMA to:

Mastermind NSC (Attn: mastermindtoys.com)
415 Milner Ave
Toronto, ON
M1B 2L1

We will issue the refund for the purchase price of the items returned in the original form of payment: PayPal, credit card or gift card.

Return to a store – Please bring your order invoice (i.e.,your shipping confirmation email) and any card used to make the purchase. We will issue the refund for the purchase price of the items returned in the original form of payment: credit card or gift card.

Please note: if you paid via PayPal and want the refund credited to your PayPal account, you must return your items by mail. (See instructions above.) If you paid via PayPal and return your items to a store, we will issue your refund as a Mastermind Toys gift card.

I received a Mastermind Toys gift by mail. How do I exchange it?

You can receive store credit for the item in one of two ways:

Return by mail – Please contact our customer service team with your name and order number to obtain a Return Merchandise Authorization (RMA). Ship the item with the RMA and order number to:

Mastermind NSC (Attn: mastermindtoys.com)
415 Milner Ave
Toronto, ON
M1B 2L1

Please note: original and return postage are not refundable. We will issue a gift card for the value of the item.

Return to a store – Please bring your packing slip and the new, unopened item to your local Mastermind Toys store. We will issue a gift card for the value of the item.

Can I return an online order in-store?

Yes. The items must be returned within 30 days of the original shipping date, in the original packaging and in re-sellable condition. For a refund, please bring your order invoice (i.e., your shipping confirmation email) and any card used to make the purchase. Without this confirmation, the customer may exchange the item or receive a gift card in the amount of the item’s most recent promotional sale price only.

Please note: if you paid via PayPal and want the refund credited to your PayPal account, you must return your items by mail. (See instructions above.) If you paid via PayPal and return your items to a store, we will issue your refund as a Mastermind Toys gift card.

Please also note: shipping and gift-wrapping costs are non-refundable.

I live in the US. How do I return an online order?

Please contact our customer service team with your name and order number to obtain a Return Merchandise Authorization (RMA). Ship the item with the RMA and order number to:

Mastermind NSC (Attn: mastermindtoys.com)
415 Milner Ave
Toronto, ON
M1B 2L1

Please note: original and return postage are not refundable. We will issue a gift card for the value of the item that you can redeem for a future online purchase.

Corporate Orders

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Does Mastermind Toys have a corporate order program?

Yes: please visit your local store or email corporateorders@mastermindtoys.com for more information.

Do you offer classroom discounts?

We’re proud to offer our classroom discount for items purchased with a valid Teacher ID for immediate classroom use, and shipped to the school (if purchased online).

Some restrictions apply: please contact our customer service team for details.