Shipping & Return Policy

Last Updated: October 14, 2026

JoyToyZone (www.joytoyzone.com) is operated by HONG KONG PERENNIS LIMITED — getting it to you safely, and making things right if anything goes wrong.

Shipping Policy

1. Processing Time

Orders are handled within 1–3 business days (Monday to Friday, excluding public holidays). Customers receive a confirmation email with tracking information once shipped.

2. Shipping Destinations & Delivery Times

We ship worldwide from Hong Kong. Estimated delivery windows:

Delivery times are estimates and may be affected by customs clearance, carrier delays, peak seasons, holidays, or other factors beyond our control.

3. Shipping Costs

• We currently offer free standard shipping on all orders to the destinations listed in Section 2.
• Optional expedited shipping methods, when available, are calculated at checkout based on your destination.
• Free-shipping promotions and any applicable conditions are displayed on the site.

4. Customs, Duties & Taxes

• Destination countries may impose duties, import taxes, or handling fees.
• These charges are the responsibility of the buyer and are excluded from product and shipping prices.
• Customers are advised to check local customs regulations before ordering.

5. Order Tracking

• A tracking number is emailed once shipped (where applicable).
• If tracking stalls, please contact us and we will open a carrier investigation.

6. Incorrect or Incomplete Addresses

• Customers must verify addresses before ordering.
• We are not responsible for orders lost or delayed due to incorrect or incomplete addresses provided by the customer.
• Address changes are possible only before shipment via hkperennis@outlook.com.

7. Lost or Delayed Packages

• Contact us if delivery exceeds the maximum estimated timeframe.
• After a carrier investigation confirms loss, we offer a replacement or full refund.

Return & Refund Policy

1. 14-Day Return Promise

Returns may be requested within 14 days of delivery, subject to the conditions below.

2. Eligibility for Returns

• Item must be unused, in its original condition, and in the original packaging.
• Order number and proof of purchase are required.
• Customers must email hkperennis@outlook.com before returning anything to obtain a Return Authorization and instructions.
• Unless our instructions state otherwise, send your return to:

HONG KONG PERENNIS LIMITED RM 33, 18/F Metro Centre 2, 21 Lam Hing Street, Kowloon Bay, Hong Kong

We recommend using a trackable shipping service; we cannot guarantee receipt of returns sent without tracking.

3. Non-Returnable Items

• Personalized or customized items (unless defective or damaged on arrival)
• Items showing use, wear, or customer-caused damage
• Items returned without prior authorization

4. Damaged, Defective, or Incorrect Items

• Report within 7 days of delivery to hkperennis@outlook.com with your order number and photos of the item and packaging.
• Once verified, we offer a free replacement or full refund — including shipping costs — and you may not need to return the item.

5. Return Shipping Costs

• For buyer remorse: the buyer pays return shipping; original shipping fees are non-refundable.
• For our errors: all return costs are covered by us.

6. Refund Processing

• Customers are notified by email after the returned item is inspected.
• Approved refunds are processed within 5–10 business days to the original payment method.
• Bank or card provider processing may add additional time.

7. Exchanges

• Replacements are offered only for defective, damaged, or incorrect items.
• Other exchange requests require returning the original item (if eligible) and placing a new order.

8. Order Cancellations

• Full refunds are available only before the order is shipped.
• Please email hkperennis@outlook.com as soon as possible to cancel.

Need Help?

• Company: HONG KONG PERENNIS LIMITED
• Address: RM 33, 18/F Metro Centre 2, 21 Lam Hing Street, Kowloon Bay, Hong Kong
• Returns Address: RM 33, 18/F Metro Centre 2, 21 Lam Hing Street, Kowloon Bay, Hong Kong (please obtain return instructions by email before sending)
• Phone: +852 6944 7843
• Email: hkperennis@outlook.com
• Response time: within 24–48 hours on business days