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 have a full 60 days to return your item 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 Do You Accept?
We accept Visa, MasterCard, Discover, American Express, and Pay Pal.
Do You Charge Sales Tax?
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 Checkout Page in the box that appears above your subtotal. Only one promotional code may be used per order.
Please note that if a promotional code causes your subtotal to drop below $99, your order will no longer qualify for free standard shipping.
If you have questions or are having trouble with a coupon, please contact Customer Service at 888-438-1299 Monday through Friday from 9:00 a.m. to 5:00 p.m. Eastern Time, or email us at email@example.com before completing your order.
How Do I Use a Gift Card Code?
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 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
Why Do You Recommend Paying with a Credit Card Instead of a Debit Card Online?
If you have a choice, we always recommend using a credit card rather than a debit card when shopping online.
Because of the high incidence internet fraud, cards are often declined for reasons such as a billing address not matching or the wrong security code being entered. If one uses a debit card or prepaid card and the charge is declined, your bank may hold your funds until the transaction is settled, and we have no ability to release those funds for you. Since debit cards draw from your 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?
We offer eco-friendly FSC-certified paper Gift Bags in charming designs from Germany with a matching gift card for $4.95 per item. Gift Bags can be included for most products. If a product is ineligible for a gift bag, it will be noted as such in the product description.
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!
Please note 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.
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 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 to orders placed online or by phone and prepaid with a credit card 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 Other Stores?
We often get inquiries about whether we sell our products wholesale. We are sorry. We do not.
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 a.m. to 5 p.m. Eastern Time. Please note that orders placed after 2 p.m. on Fridays may not ship until Monday. If you request Quick Ship or Expedited delivery, and your order is received before 12 noon Eastern Time, your order will usually ship the same day.
Note that some larger items require longer shipping times, may not be available for shipping upgrades, or are shipped directly from the manufacturer. Such exceptions will be noted in the product 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 firstname.lastname@example.org 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 a.m. to 5 p.m. Eastern Time, so that we can help to resolve the problem. Call Customer Service at 888-438-1299 or email us at email@example.com
Can I Refuse a Shipment?
If you refuse a shipment from the shipping carrier, you will be responsible for any shipping costs incurred from returning the package to us, which will be deducted from your refund.
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 us as soon as possible after placing your order. If your order has not yet been shipped, we will help to change it or cancel your order and refund your method of payment.
If it has already 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, less any feed incurred from returning the shipment.
My Tracking Number Shows My Order Was Delivered, but I Never Received My Package. What Can I Do?
If the tracking information indicates that your order was delivered, be sure to check everywhere - occasionally carriers leave deliveries with neighbors, building managers, or places such as your porch, garage, or even behind bushes.
If your order was shipped via US Postal Service:
We suggest that you call or visit your local post office with the tracking number and ask to speak with the postmaster. The postmaster can ask the carrier where the package might have been left. We do not recommend calling the 800 number for the USPS. Usually a Google search will help you find the local phone number for your post office, but going in person is best.
If your order was shipped UPS or Fedex:
Call UPS at 800-742-5877 or Fedex at 800-GO-FEDEX with the tracking number to report non-receipt of package so that an investigation can be started.
If the tracking information shows the item was returned to us, please email firstname.lastname@example.org or phone us at 888.438.1299. Your shipping address may have been entered incorrectly, the driver may have unsuccessfully attempted delivery, or the carrier may have mis-delivered it.
Can You Send Me a Print Catalog?
In an effort to reduce our environmental impact, we do not currently offer a paper catalog.