What kind of guarantee do you offer?
We want you to be 100% delighted with your purchase from Bella Luna Toys! If you are unhappy with your purchase for any reason, you may return it within 90 days for a full refund (less promotional discounts and shipping charges). Returned items must be in new, unused condition with all original packaging intact and tags attached. Please read our detailed Returns page before sending your return.
What payment methods are accepted?
We accept Visa, MasterCard, Discover, American Express, and Pay Pal.
International customers are requested to use Pay Pal to check out. There is no need to have a Pay Pal account to check out with this method. A credit card may be used.
Will I have to pay sales tax on my order?
By law, we are only required to collect sales tax on orders shipped within the State of Maine.
How do I use a promotional code?
You may enter your code in the shopping cart at the time when you enter the shipping address. Only one promotional code may be used at a time. Please note that using a promotional code may cause the subtotal to drop below the $99 threshold for free shipping.
Coupons must be applied to your order at time of checkout in order to qualify for a promotion. Promotional discounts cannot be applied once the order has been submitted. If you have questions or are having trouble with a coupon, please contact Customer Service at 888-438-1299 Mon-Fri from 9 AM-5 PM EST before completing your order.
How do I use a gift card code?
Gift cards codes are entered in the same field as discount codes in the check out. Gift cards may be used in addition to promotional codes. Any unused balance will be stored in our system.
Why do you recommend paying with a credit card instead of a debit card online?
We always recommend using a credit card, if possible, when shopping online. Because of so much internet fraud, we have settings that decline orders based on certain filters, such as billing address verification. If one uses a debit card or prepaid card, and the charge is declined for any reason, the bank can hold your funds until the transaction is settled, and we have no ability to release those funds for you. Since debit cards draw from actual funds, this can be problematic for customers. Using a credit card will avoid these problems, since a declined charge will not impact your bank account balance.
Do you offer gift wrapping?
Most items may be gift wrapped. If a product can be gift wrapped, it will be noted as such in the product description. You may select gift wrapping in the check out, for $4.95 per item.
In some cases, small items can be combined in one gift box for one gift wrap fee. To inquire about this possibility, please place your order by phone at 1-888-438-1299 or email us before placing your order.
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 are more than happy to do this when we can. Please note, however, that since special ordered items are not normally carried in our inventory, they must be pre-paid and cannot be returned. Promotional discounts may not be applied to special orders.
Do you accept purchase orders from schools and institutions?
We are happy to accept Purchase Orders from schools and institutions. 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.
Note that our Free Shipping offer on orders over $99 only applies only to orders placed online or by phone and prepaid at the time of order. Purchase Orders that are invoiced and will be charged a shipping fee of 10% of the order total, with a minimum charge of $7.95.
Do you wholesale your merchandise to retailers?
We often get inquiries about whether we sell our products wholesale. We are sorry. We do not.
Can I request a print catalog?
We do not currently offer a print catalog, though it is something we are considering for the future.
How fast will my order ship?
We understand that you want your order to arrive quickly, so we do our best to ship within 24 hours of receiving your order. Orders are received, processed and shipped from our site in Rockland, Maine, Monday through Friday from 9 am to 5 pm, Eastern Standard Time. Please note that orders placed after 2 pm on Fridays may not ship until Monday. If you request Quick Ship or Expedited delivery, and your order is received before 12 noon EST, your order will ship that same day. *Some items require longer shipping times, may not be available for shipping upgrades, or are shipped directly from the vendor. This is noted in the product's description.
What shipping options do you offer?
Customers with orders over $99 (after promotional codes and discounts) will enjoy free standard shipping. Shipping fees for orders under $99 will be calculated in the checkout. Please see our Shipping page for complete information.
How do I track my order?
If you are a registered customer, you may log in to your account and review all of your order information, including tracking.
All customers are sent a shipment confirmation by email with tracking information once the order is shipped.
Some email carriers will direct these emails to your spam folder. To prevent this from happening, please add email@example.com to your address book.
What is your return policy?
Bella Luna Toys will gladly accept your returned items, however Returned items must be in new, unused condition with all original packaging intact and tags attached. Please read the details of the Return Policy on our Returns page before sending your return.
Exchanges: If you would like to exchange an item, you may send us your return, according to the return policy,and once refunded or given store credit, you may then place a new order.
Return of orders received as a gift: Please contact us so that we can locate the order number before returning the item. You may return the item according to the return policy. You will be issued a store credit to be used for another purchase.
Oh no! Did Bella Luna Toys make a mistake?
We do our very best to avoid errors, but sometimes mistakes do happen, or packages may be damaged during shipment. If you receive an incorrect order, a package that is not yours, or is damaged, please contact us Monday through Friday between 9 am to 5 pm EST, so that we can help to resolve the problem. Call Customer Service at 888-438-1299 or email us at firstname.lastname@example.org
Can I refuse a shipment?
If you refuse a shipment from the shipping carrier, you will be responsible for all shipping costs associated with returning the package.
How can I change my order or cancel it after it has been placed?
In the event that you want to make changes to your order or cancel it, please call call us within 12 hours of placing your order. If your order has not been shipped, we will help to change it or cancel your order and refund your method of payment. If it has been shipped, you have the option to refuse the package and it will be returned to us. Once we receive your returned package, we will refund your method of payment.