Frequently Asked Questions
The purpose of this page is to provide Mastermind Toys staff and customers with answers to frequently asked questions about Web Store operations. You can add a question by contacting the Web. click here to email us
Can a customer purchase gift certificates on the Web?
Yes! Gift Certificates are available on the web and are physically mailed out to recipients. Once received they can be redeemed in our stores or online.
Can gift certificates be redeemed immediately?
No sorry, our systems are not currently set up for electronic shipment. Out gift certificates must be mailed and physically received before they can be redeemed.
Returns / Exchanges
Can a customer exchange or return Web purchases at the store?
Product must be in the original packaging and be in resellable condition.
Returns must be accompanied by a receipt.
Refunds will be credited back via the same payment form. For online orders this is usually credit card.
Gift Returns - where there is no receipt - exchanges and instore credits can be done at the store level, however refunds without a receipt must be returned to the web department via the next store delivery and processed by customer service. Customers will be provided with a receipt at the store which will include the customer service toll free number for future follow up should it be needed.
No Cash Refunds will be processed on web orders.
Personal ID may be required on store level returns.
Yes. Stores are allowed to exchange and refund Web purchases at the store level according to the following return policy.
Does the Web offer the same specials as the stores?
The Web usually tries to keep in synch with the stores on all specials. However this is not always the case. There are times when the stores will have specials (like the annual Lego and brio sales) which are not published on the Web.
Are there specials exclusive to the Web?
Yes, from time to time the Web will have a Web special that is not offered at the store level. These specials are rare, but should be treated like an in store special.
Is the pricing on the Web the same as in the store?
Yes. Generally prices on the Web are exactly the same as at the store level. There are a few exceptions from time to time for Web only promotional specials, but these are exceptions.
Do we price match other Web sites or other retail stores?
Our pricing policy is to be as competitive as possible. However, as a practice we don't price match as there are many situations where large retailers arrange for special promotional purchases, making it impossible for retailers like ourselves to compete.
Do customers pay Canadian or US duties to orders shipped to U.S. destinations?
NO. Typically, most orders are duty exempt. There are some exceptions but these are handled by building these costs into the order. Customers or recipients of orders are not required to pay additional duties at time of receipt. The only charges to the customer are those that are shown on the online order. No other charges are required to be paid by customers. If they are asked for any additional payments they should contact customer service immediately.
Do U.S. customers pay duties on orders with Canadian shipping destinations?
NO. There are no additional duties applicable to these types of orders. Any duties applicable are already paid on imported goods and are included in the retail price. However the customer will be required to pay GST and PST based on the ship to address (see taxes).
Do customers pay sales taxes on Web orders?
It varies. The payment of taxes is based on the Ship to address of the order.
HST is applied to all orders shipped to an Ontario, British Columbia, Nova Scotia, New Brunswick & Newfoundland and Labrador address regardless of the billing address.
GST is applied to orders shipped to addresses outside of Ontario, British Columbia, Nova Scotia, New Brunswick & Newfoundland and Labrador.
Does the Web offer all the products available at the store level?
It varies.The Web only carries a percentage of the product available at the store level. Although we try to offer all the most popular items and as much product as possible, it is simply not possible to list it all.
Can a customer purchase items on the Web that are available in the store but not listed on the Web?
During the Christmas season this practice should be avoided due to the volume of orders. However we do try to accommodate customers on a special request basis. Manager's discretion should be exercised and the Web should be consulted on a individual order basis. (see store level Web order procedures)
How can customers pay on the Web?
Canadian Credit Cards - VISA, Master Card, AMEX
US Credit Cards - VISA, Master Card
Phone Orders - via credit cards as above, create an order, click pay by phone and call the toll free number.
The Web offers may different payment options.
Shipping - Pricing Policy
What does Mastermind charge for shipping? Mastermind's policy on shipping costs is to pass on the actual cost of shipping for all Web orders. There is no handling charges and no uplift on these costs. The rates used are Mastermind's volume discounted rates based on size and weight of orders. This saving is passed on to our customers on all Web orders.