FAQ

Enter the word or product number you wish to find. As you type, a drop-down menu will appear with several suggestions and the number of possible results for this search word/phrase.

All PLAYMOBIL products containing your search word will be displayed in the results list.

Example:

Search for: Knights

Results:

King's Large Castle

Small Castle

Knight/Squires...

If you wish to narrow down your search results, using the filter function will allow you to sort the products by price, type, age, etc.

Once you have found an item that you would like to purchase, simply click “Add to Cart” on the product page and the item will be added to your order.

The number of products and their combined price will be displayed beside the shopping cart symbol at the top of the page. Move your mouse over the shopping cart symbol to see additional information about the selected products.

On the Shopping Cart screen, you can change the quantity of the selected products. Simply enter the desired quantity in the allocated field, or change the quantity by clicking on the plus (+) or minus (-) symbols.

You can also remove products from your cart by clicking the “x” button next to the corresponding product.

When you have reviewed the contents of your shopping cart and are satisfied with your selections, you may purchase the items by clicking the "Checkout" button. Just don’t forget to agree to the PLAYMOBIL Online Shop’s Terms and Conditions first. Then, simply follow the remaining steps of the checkout process to complete your order (see also "How to Order").

Would you like to create an account for the PLAYMOBIL Online Shop? There are two ways you can register with us:

1. Click on “Register” and fill in the information for your name and login data. You will need to choose a password and then retype it in the next line. When finished, click on “Submit”.

2. You can also create a new account during the checkout process. First, choose the products you wish to purchase in the online shop and add them to your cart. The Shopping Cart will then give you the option to “Create An Account”.

Please note: The fields marked with a blue point must be completed in order to successfully order and register an account.

If you already have a customer account for the PLAYMOBIL Online Shop, click on “Login” and enter your email address/username and password.

No problem! Simply click on “Forgot Password?” in the Login section and enter your email address. We will send you a link via email that will allow you to reset your password.

When you have selected a product you wish to order, simply click “Add to Cart”on the product page and the product will be added to your Shopping Cart. Follow this step until you have added all products you would like to buy to your cart. Once you have reviewed the contents of your shopping cart and have agreed to the PLAYMOBIL Online Shop’s Terms and Conditions, you may purchase the items by clicking the "Checkout" button.

During the next steps, you will be asked to select a delivery address and delivery method. After that, you can enter your billing address and payment method or redeem a gift certificate.. Then, you will be given the opportunity to review your order before submitting it. If you would like to change or correct something, you can go back to the previous before and makes changes.

By clicking the “Submit Order” button, you confirm that you want to purchase the products listed in your order.

Your order details are saved and stored in your Order History. Like your customer information and our Terms and Conditions, they can be accessed or printed at any time. All you have to do is log in to your PLAYMOBIL Online Shop account. You can also check the status of your order here.

Payment

The PLAYMOBIL Online Shop is only available to customers paying by credit card. We accept:

• Visa
• MasterCard
• PayPal

Gift Certificates

You have been given a gift certificate and would like to redeem it with your next order? Just enter the code shown on your gift certificate during the checkout process (step 2 “Billing”) and click “Apply” to redeem your gift certificate.

• If you haven’t used up the whole amount on your gift certificate you can view the remaining value in your customer account under “Gift Certificates” at any time. You may then reenter the code with your next order to redeem the remaining value.

When you have placed an order at PLAYMOBIL Online Shop, you will receive an order confirmation by e-mail. You can view the status of your order at any time in your customer account. Just click on “Orders” and choose the order of which you would like to receive more information.

If you have other questions about your order, please call us at (905) 696-7529 (Local) or 1 800 263 4734 (Long Distance), or e-mail us at consumerservices@playmobil.ca.

Regular hours:

Monday to Thursday – 8:00 am to 4:30 pm (EST)

Friday – 8:00 am to 12:30 pm (EST)

Closed – Saturday, Sunday, and Statutory Holidays

The PLAYMOBIL ONLINE Shop ships all packages via UPS Ground for street addresses and Canada Post for all others (ex. P.O. Box or R.R #) and the Yukon.

Regular Service

up to $25.00 - $9.00

$25.01 to $50.00 - $12.50

$50.01 to $69.98 - $15.50

$69.99 to $100.00 - free

$100.01 to $150.00 - free

over $150.01 - free

Express Service

up to $25.00 - $13.50

$25.01 to $50.00 - $18.75

$50.01 to $69.98 - $23.25

$69.99 to $100.00 - $27.00

$100.01 to $150.00 - $30.00

over $150.01 - not available

National Delivery

Regular Service: 7 - 10 Business days

Express Service 3-5 Business days

All relevant taxes including provincial taxes where applicable.

To make sure that your personal data and computer are safe while surfing the internet, we recommend using the most current version of your internet browser.

The SSL encryption has become standard on the internet. It is based on the encryption of data communication between your Internet browser and our server, so as to avoid security issues from third parties.

The order process in the Playmobil Online Shop uses SSL to secure your personal data (e.g. your address or your credit card number) against third parties. The encryption is activated in the order process starting at Step 2 - Billing.

Playmobil Canada will accept returns for any item purchased through our website www.playmobil.ca, via email, mail, or by phone through our customer service team.

Please enclose a copy of the original invoice or an order confirmation and the reason for return.

Returns are accepted within 30 days of the purchase date and will be credited once received and processed.

Please use traceable mail services when sending packages back to Playmobil.

All items must be returned intact with sealed original packaging.

If the original box or bag is open, there will be a 20% restocking fee.

Shipping and handling fees are non-refundable.

Returns of discontinued and final sale items will not be accepted.

PLAYMOBIL CANADA, Inc. does not accept returns of any items unless the items were purchased directly from PLAYMOBIL CANADA, Inc.

Unauthorized returns will not be accepted.

PLAYMOBIL CANADA, Inc. is not responsible for lost or missing unauthorized return packages.

PLAYMOBIL CANADA, Inc. is not responsible for shipping fees associated with your return.

Please send all return items to:

Radiant Global Logistics Canada Inc. – Courtneypark Facility

1280 Courtneypark Drive East

Mississauga, Ontario

Canada

L5T 1N6

If you need assistance with assembly, please call us at (905) 696-7529 (Local) or 1 800 263 4734 (Long Distance), or e-mail us at consumerservices@playmobil.ca.

Download Building Instructions

To order spare parts please contact the Parts Department at (905) 696-7529 (Local) or 1 800 263 4734 (Long Distance), option 5 or write a mail to partscanada@playmobil.ca. Please let the Parts Department know the part number as indicated on the building instructions. If you no longer have the building instructions, you can download them here.

Upon receipt of your information, the Parts Department can give you the price of the parts and let you know if they are available. The minimum credit card order for Spare Parts is $2.50 and we accept Visa and MasterCard. All payments are completed online through our secure payment services provider.

If a part of any current PLAYMOBIL item is broken or missing when you receive it, refer to the part number as shown on the building instructions that accompanied the item. Please call us at (905) 696-7529 (Local) or 1 800 263 4734 (Long Distance) within 30 days of receipt, and we will replace it at no charge. Replacements of broken or missing parts apply only to sets purchased directly from PLAYMOBIL Canada or authorized retailers, and we may request proof of purchase. Please note that replacement parts for discontinued sets may no longer be available, making these parts unattainable.

For questions, assistance and support call (905) 696-7529 (Local) or 1 800 263 4734 (Long Distance). Our hours are Monday to Thursday – 8:00 am to 4:30 pm (EST), Friday – 8:00 am to 12:30 pm (EST) and Closed – Saturday, Sunday, and Statutory Holidays. Email: consumerservices@playmobil.ca