What is Your Standard Return Policy?
Bella Luna Toys will gladly accept your return within 30 days of delivery. In order to qualify for a refund, returned item(s) must be in new, unused condition with all original packaging intact and tags attached. Please read the details of the Return Policy before sending your return
Can I Cancel or Make Changes to an Order?
Bella Luna Toys takes pride in shipping quickly. Orders are automatically sent to our warehouse for immediate processing. Once an orders is placed, cancellations and edits (add/drop/substitute items) are not possible.
If an exception can be made, cancellations are subject to a restocking fee of 10%.
We will do our best to correct a shipping address prior to shipment, but this may not always be possible.
What Kind of Guarantee Do You Offer?
If an item arrives damaged or with a manufacturing defect, please contact us within five days of receipt at firstname.lastname@example.org with your order number, photos of the item with a ruler for scale, and the packing slip and we will be happy to assist!
Although wooden toys are durable, they can sometimes break. They will generally last for years when treated with care, but our toys are not guaranteed against breakage through play and use. The lovely thing about wood is it can usually be repaired with household glue.
We want you to be delighted with your purchase from Bella Luna Toys! If, upon receipt of your order, you are unhappy for any reason, you have a full 30 days to make a return for a full refund (less promotional discounts and shipping charges). Please read our Returns Page for details.
What Payment Methods Do You Accept?
We accept Visa, MasterCard, Discover, American Express, Pay Pal, Google Pay, Apple Pay, and Afterpay.
Please note that bank-issued e-gift cards are restricted to point-of-sale purchases unless the card has been registered or activated. If you are having trouble checking out with a Visa or MasterCard gift card, please contact the bank associated with your gift card. Their contact information can be found on the back of the card.
How Do I Use My "Star Coins" Rewards Points?
Please refer to our Star Coins Rewards page.
NOTE: Star Coins points cannot be combined with use of a Promotional Code. Grimm’s Spiel & Holz, Grapat, Ostheimer, Milton & Goose, Sawdust & Rainbows, Wishbone, and sale items are not eligible for discounts by redeeming Star Coins. Bella Luna Toys e-Gift Cards are exempt from the program. For more information visit the FAQ section of our Star Coins Rewards page.
If you have questions or are having trouble with a coupon or Star Coins, please contact Customer Service by emailing email@example.com or calling 1-888-438-1299 Monday through Friday from 9:00 a.m. to 5:00 p.m. Eastern Time before completing your order.
How Do I Use a Bella Luna Toys Electronic Gift Card?
E-Gift Card codes are entered in the same field as Discount Codes on the Checkout Page. A Gift Card may be used in addition to Star Coins or a promotional code. The value of any unused balance on your Gift Card will be stored in our system, and the same code may be entered at a later date to redeem the remainder of your Gift Card.
To send the E-Gift Card to your recipient, please follow the instructions in the email that will be sent to you with the code.
Do You Charge Sales Tax?
If you are shipping an order to any of the states below, applicable sales tax will be calculated at checkout according to each state's laws.
Sales tax for orders shipping to these states will be collected regardless of the billing address location:
California, Colorado, Connecticut, Florida, Illinois, Maine, Massachusetts, Michigan, Minnesota, New Jersey, New York, North Carolina, Ohio, Pennsylvania, Texas, Virginia, and Washington
If you are placing an order for a tax-exempt organization or school, please provide a copy of your Form 1023 prior to placing your order by emailing a PDF attachment to firstname.lastname@example.org or faxing a copy to (207) 209-4532. If we do not have a 1023 on file, applicable sales tax will be collected and may not be refundable.
We will notify you when your tax-exempt account has been created and you can then place your tax-free order online.
Do You Offer Gift Wrapping?
We do not currently offer gift wrapping. To add a gift note to your order, there is a message field in the Cart View prior to checkout.
Can I Place a Special Order?
Don’t see what you’re looking for? Please contact us by e-mail or phone and see if it can be special ordered. We'd love to help you find exactly what you're looking for!
Special ordered items must be pre-paid and are a final sale. Promotional discounts may not be applied to special orders.
We regret that we are unable to accept special orders during the months of November and December.
Do You Accept Purchase Orders from Schools and Institutions?
We are happy to accept purchase orders from schools and other organizations. Please send your purchase order by e-mail or fax to 1-207-209-4532.
We will be happy to provide a W-9 if your organization requires one. If your organization is tax-exempt, please provide a copy of your tax-exempt certificate for our records
Note that our Free Shipping offer on orders over $99 only applies to orders paid at the time of order. Purchase orders that are invoiced (Net30) will be charged a shipping fee of 10% of the order total, with a minimum charge of $10.95.
Please check item availability prior to submitting an PO. We do not create backorders on out-of-stock items. These will be cancelled from the PO.
Do You Wholesale Your Merchandise to Other Stores?
We often get inquiries about whether we sell our products wholesale. We are sorry, but we do not.
What Shipping Options Do You Offer?
Please see our Shipping Page for complete information.
How Do I Track My Order?
If you created an account with us, please log in HERE to view your order status and history.
Once an order ships, tracking is emailed to the address associated with the order. We recommend signing up for alerts and updates with the carrier.
My Tracking Number Shows Delivered, but I Cannot Locate the Package. What Can I Do?
If the tracking information indicates that your order was delivered, check everywhere--occasionally carriers leave deliveries with neighbors, building managers, or places such as your porch, garage, or even behind bushes. Check with all household members.
Once tracking shows that a package has been successfully delivered to the shipping address provided by the customer, Bella Luna Toys is not responsible for lost or stolen packages.
If the tracking indicates your package was returned to us, please email email@example.com or phone us at 888-438-1299. We will be happy to help you place a new order to the correct address. The postage fee to reship is the responsibility of the customer.