Claims and Returns

Claims & Returns

ToyHouse LLC Shortage and Damage Policy

All authorized returns due to concealed damages, overages, substitutions, and order errors will be handled on a case by case basis and require the customer to follow all processes and deadlines in order to be considered.   This process is not a guaranteed credit as ToyHouse reserves the right to evaluate on an individual basis.

The process is necessary in order for ToyHouse to identify the cause of the problem and to remedy affected parties if applicable. ToyHouse will not accept any refused goods from the carrier and will not compensate the customer or the carrier for any costs attributed to the product refusal.

Once a damaged item has been evaluated and eligible for a credit, the damaged items must be returned to the ToyHouse LLC. Upon receipt of below documentation, a pre-paid shipping label will be sent to you. A credit will be processed after the damaged product is received by ToyHouse LLC.

The customer must submit the necessary documentation with thirty (30) calendar days.


Documentation Required for Shortage or Damage Claim:

A complete Distribution Claim form (found below or can be obtained from ToyHouse) with all necessary information must be submitted to ToyHouse within thirty (30) days from the date the product was received.  Any claim not submitted within this time frame will be rejected automatically.

A copy of the ToyHouse packing list associated with your order

7 photos of damaged product/packaging to our email at info@toyhousellc.com. 

  1. A photo of the damaged LEGO item(s) outside of the original box
  2. A photo showing the damaged LEGO item(s), inside the original box, with all of the original cushioning (picture should show the placement of the merchandise and packaging inside the box)
  3. A photo of the packaging material used inside the box (e.g. bubble wrap, Styrofoam peanuts, cardboard dividers, etc.)
  4. A close-up photo of the shipping label with tracking number (please zoom in enough to read the tracking number, which usually begins with 1Z)
  5. A photo showing the top and two sides of the original box
  6. A photo showing the bottom and the opposite side of the original box
  7. A photo of the box manufacturer's certificate (usually on the bottom of the box)

All three are required to help determine the cause of damage or shortage. Please see photo below for labeled components. 

If questions or concerns arise, please contact us via our email info@toyhousellc.com or call us at (860) 400-5607.


To expedite the handling of your claim, please include the above-mentioned documents as your claim WILL NOT BE PROCESSED until properly supported. Retain all damaged goods until the claim is concluded.

From the entire ToyHouse Team, we appreciate your business and look forward to serving you again.

Best regards,

ToyHouse LLC
860-400-5607

 

Claims Form (Call ToyHouse if you need one emailed to you)

Claims and Returns Policy

INTRODUCTION

ToyHouse LLC takes its product quality very seriously and takes the utmost care in its Logistic & Distribution services to ensure that each customer receives its correct order in an optimal condition.

Risk of loss is transferred to the customer once ToyHouse LLC delivers the product to the carrier, therefore, ToyHouse LLC will not be held responsible for any claims for visible shortages or visible damage to products. Claims for such damage must be filed with the carrier and ToyHouse will neither consider nor process any such claims. ToyHouse can, on a case by case basis, assist with clerical tasks to file a carrier claim with the cooperation of the customer.

ToyHouse LLC will consider claims for matters which are under its area of control and responsibility, such as concealed damages and concealed shortages. Possible returns for overages, substitutions, and order errors will be handled on a case by case basis.

This document is a reference for defining the various types of claims and outlining the necessary steps for ToyHouse to consider an applicable claim. All requested details must be provided, and all timelines must be upheld for a claim to be considered.

Please note: ToyHouse LLC reserves the rights to change their policies at any given time. 

 

CONTENTS

 GLOSSARY OF KEY TERMS AND POLICIES

Key Terms

LSI Operations Claims Policy

Carrier Claims Police

360 Degree Inspection Policy

Seal Integrity Policy

Refusal and Return Policy.

CLAIMS

Ground Shipments

LTL Shipments.

FTL Shipments

OTHER ISSUES

Overage and Substitution

Order Error

Defectives

 

GLOSSARY of key terms

The following key terms and policies apply throughout this document.  All key policies must be followed in full to relevant claims to be considered.

GROUND SHIPMENTS

  • Individual cartons delivered by a small parcel/ground carrier
  • Small orders generally weight under 200 lbs.

FREIGHT-LESS THAN TRUCKLOAD SHIPMENTS (LTL)

  • LTL trailers may contain 1-10 shrink wrapped pallets of products (weight usually does not exceed 5,000 lbs.)

VISIBLE SHORTAGE

  • Instance in which fewer products are delivered than invoiced. Shortage must be noted with the required delivery inspection.

VISIBLE DAMAGE

  • A carton damaged that is visible upon completion of delivery inspection. Damage must be noted with the carrier upon delivery.  When inspecting for visible product damage, the following is a list of damage with possible causes: 
    • Punctured or torn cases (possible cause include forklift or truck damage)
    • Crushed cases or crushed case corners.

CONCEALED SHORTAGES & DAMAGES

  • Individual cartons shortages and or damages that are not visible at the time of delivery and upon completion of a 360-degree inspection.

OVERAGE

  • Product that is shipped above the specifications on the ToyHouse invoice or packing list.

SUBSTITUTION

  • Product that is erroneously shipped in place of an item on the original ToyHouse invoice or packing list.

ORDER ERRORS

  • Discrepancy between the customer order and the ToyHouse invoice and packing list.

REFUSAL

  • The customer decides to reject any product and leave them with the carrier.

RETURN

  • An authorized return of specified products from the customer to ToyHouse. The return process must be followed, and a return authorization will be generated prior to goods transfer.

 

 

 

ToyHouse LLC OPERATIONS CLAIMS POLICY

The following issues are under ToyHouse LLC sphere of control and all relevant claims should be submitted to ToyHouse LLC.  Concealed shortage claims will only be considered for LTL shipments as shortages in ground shipments can be recognized upon receipt. The only exception to this is for damage to individual LEGO sets inside non-damaged cartons in the case of Ground Shipments.

CARRIER CLAIMS POLICY

We urge all customers to thoroughly inspect for visible shortages or damage within each mode of transportation prior to signing off.  Every customer has the right to perform an inspection within your allotted FREE Time (see Bill of Lading) and carrier driver may not pressure the customer to speed up your inspection within these time limits.  Signing off on any order means that the customer acknowledges the presence of no visible damage or shortages.  If you feel that you are not being treated correctly in this regard, note the name and ID of the driver and file a complaint with his/her carrier.

 

360 DEGREE INSPECTION POLICY

  • An inspection that must be completed by the customer when receiving every order to identify visible damages and visible shortages.
  • Customer must investigate the following and report any deficiencies:
    • Pallet manipulation (re-palletization of the product, re-wrapping of the pallet by the carrier, or a skewed pallet).
    • Torn or broken stretch wrap.
    • If the shrink wrap on the pallets(s) appears to have been manipulated, please note this on the proof of delivery. Any claims associated with manipulated shrink wrap need to be filed directly with the carrier.
    • Complete skid shortages
    • Visible product damage
  • Any order with the above-mentioned deficiencies must be inspected to identify possible damages or deficiencies. The customer is required to check for possible shortages/damages and must:
    • Break down each pallet
    • Obtain an accurate case count and compare it with the Packing List
    • Notate all shortages/damages on the proof of delivery with driver acknowledgement.
  • If an inspection is completed and there are no apparent deficiencies, the order can be signed for in good order.

 

REFUSAL AND RETURN POLICY

The customer has the right to refuse product; however, due to the fact that possession of the goods has transferred to the customer at the point of origin, the refusal and any related claims must be handled between the customer and carrier. ToyHouse will not accept any refused goods from the carrier and will not compensate the customer or the carrier for any costs attributed to the product refusal.

All authorized returns due to concealed damages, overages, substitutions, and order errors will be handheld on a case by case basis and require the customer to follow all processes and deadlines in order to be considered.  The process is necessary in order for ToyHouse to identify the cause of the problem and to remedy affected parties if applicable.

The customer must submit the necessary documentation with thirty (30) calendar days. Credits issued for returned products are subject to the receipt of all applicable products and can take up to twenty-one (21) days to process.

Documentation and required for Return Claim:

  • A complete Distribution Claim form with all necessary information must be submitted to ToyHouse within thirty (30) days from the date the product was received. Any claim not submitted within this timeframe will be rejected automatically.
  • The ToyHouse packing list associated with your order.
  • Confirmation that the authorized product pickup was noted on the driver’s electronic handheld system (Ground Only)
  • Signed proof of delivery acknowledging that the authorized product pickup was noted on the signed Proof of Delivery, with driver acknowledgement.

 

GROUND SHIPMENTS AND CLAIMS 

  • When receiving a ground shipment, all cartons must be counted and inspected by the customer upon delivery and must match the ToyHouse packing list prior to signing off on the shipments in the driver's handheld delivery system.  
  • Should the delivery not contain all products on the ToyHouse invoice, five to seven (5-7) business days should be allotted for the entire order to be delivered prior to reporting a shortage claim though ToyHouse. Please ensure that the number of cartons delivered matches the number of cartons being signed for.
  • Should products arrive in damaged condition, this must be notated on the carrier's handheld delivery system. Claims for visible damage will be immediately rejected if not notated in the carrier's handheld delivery system.
  • No visible shortage or damage claims will be considered if the shipment was not signed for upon delivery, or if the shortage or damage was not notated in the carrier's handheld delivery system upon receipt of the order.
  • A concealed damage claim will only be considered if the customer acknowledges that there were no deficiencies noted during the delivery inspection.  Concealed shortage and damage claims will be handled on a case by case basis.

 

Documentation required for Ground Shipment Visible Shortage/Damage Claims: 

  • A completed Distribution Claim form with all necessary information must be submitted to ToyHouse within thirty (30) calendar days from the date the product was received.  Any claim not submitted within this time frame will be rejected automatically.
  • The packing list associated with your order.
  • Pictures that clearly show the damaged shipping carton and damaged LEGO set(s), if submitting a claim for damage.
  • Confirmation that any damage was noted in the driver's handheld device.

 

Documentation required for Ground Shipment Concealed Shortage/Damage Claims: 

  • A completed Distribution Claim form with all necessary information must be submitted to ToyHouse within thirty (30) days from the date the product was received.  Any claim not submitted within this time frame will be rejected. automatically.
  • The packing list associated with your order.
  • Pictures that clearly show the damaged LEGO set(s) 

LTL SHIPMENTS AND CLAIMS

When receiving an LTL shipment, the customer must:

  • Perform a 360-degree inspection. Please refer to the 360-degree inspection policy.

Documentation required for LTL Visible Shortage/Damage Claim:

  • A completed Distribution Claim form with all necessary information must be submitted to ToyHouse within thirty days (30) calendar days from the date the product was received.  Any claim not submitted within this timeframe will be rejected automatically.
  • The packing list associated with your order.
  • Signed proof of delivery acknowledging that the driver agrees of the shortage/damage.

 

Documentation required for LTL Concealed Shortages/Damage Claim:

  • A completed Distribution Claim form with all necessary information must be submitted to ToyHouse within thirty days (30) calendar days from the date the product was received.  Any claim not submitted within this timeframe will be rejected automatically.
  • The packing list associated with your order.
  • Signed proof of delivery acknowledging that the shipment was received completely intact
  • Pictures that clearly show the damaged product inside the carton, if submitting a claim for concealed damage 

OVERAGES AND SUBSTITUTIONS

If overages or substitutions are received, ToyHouse must be contacted within forty-eight (48) hours so that the overages or substitutions can be verified internally and an official return authorization, if applicable, can be created.  Individual LEGO sets cannot be removed from the original product carton.

Documentation required for Overage and Substitutions Claims:

  • A completed Distribution Claim form with all necessary information must be submitted to ToyHouse thirty (30) calendar days from the date the product was received.  Any claim not submitted within this timeframe will be rejected automatically.
  • ToyHouse Invoices for the order
  • Complete list of over shipped or substituted product.

 ORDER ERRORS

If the customer received product quantities that exceed the quantities listed on the customer's original purchase order or if the item numbers do not match those on the original purchase order, ToyHouse must authorize, if applicable, a resolution.

ToyHouse will not be responsible for customer clerical errors such as input errors submitted to ToyHouse Web-Shop or quantity errors prior to the submission of a PO via fax or email.

Documentation required for an Order Error Claim:

  • A completed Distribution Claim form with all necessary information must be submitted to ToyHouse within thirty (30) calendar days from the date the product was received.  Any claim not submitted within this timeframe will be rejected automatically.
  • The ToyHouse Packing List associated with your order.
  • Copy of the original PO with the latest changes.

DEFECTIVES

Please be advised that ToyHouse LLC has a "NO RETURNS" policy for defective/missing pieces (effective since 2004) The consumer should be contacting LEGO Consumer Services directly (1-800-835-4386) instead of returning the product to the retail store or ToyHouse in which it was purchased.

If the customer contacts LEGO Consumer Services directly, they will provide the consumer with the missing pieces or send a replacement product at no additional cost.

If you so choose to accept the return and refund the customer, you are doing so at your own discretion and ToyHouse will not credit your account or compensate you in any way.

 

Please note: ToyHouse LLC reserves the right to change their polices at any give time.