General FAQ

Got Questions?

We’ve Got Cuddly Answers!

I'm having trouble applying a promotion online:

If you're having promo trouble, first check that the items you're purchasing are included in the offer by visiting our offers page for full details: https://www.mastermindtoys.com/pages/offer-details

If you are redeeming a promo code online, remember that you must be signed in to validate your promo code. Log in before checking out to make sure your promo code does not get removed.

I'm having trouble applying a gift card online:

Gift cards cannot be redeemed in express checkout payment screens like Shoppay. Scroll down to select check out as guest in order to reach the mastermindtoys.com checkout page.

Please Note: To ensure your gift card is secure and cannot be redeemed by a bot, you must be signed in to redeem a gift card. Log in before checking out and the gift card redemption will become available.

Corporate Orders:

Is your Company or Organization hosting an event and looking to add some fun?

Mastermind Toys’ dedicated Corporate Concierge and in-store Play Experts will customize your experience—big or small! Click here for More Info!

Educators:

We are proud to support Canadian teachers, ECEs, daycare providers and tutors who inspire learning all year long – at every stage of childhood.

Inspiring Educators receive:

10% off regular priced, in-store purchases every day (not available online)
Valuable IE discounts throughout the year
Exclusive sneak-peeks at new books, learning toys and instructional materials
Discount available for Perks Members only

Careers:

Interested in joining the fun squad? Learn more here about our careers that spark joy.

Can I purchase a Mastermind Toys Gift Card?

Mastermind Toys gift cards are available for purchase at all 48 retail store locations and online (online is a digital gift card only).

I have a gift card purchased after January 15, 2024. Can it be redeemed?

Mastermind Toys is under new ownership as of January 15, 2024. Any gift cards purchased at Mastermind Toys or one of our authorized retail partners after January 15, 2024 can be redeemed at any Mastermind Toys retail location.

Can I return a gift card?

No. Gift cards are non-returnable, non-refundable and cannot be redeemed for cash.

I lost my gift card: can you replace it?

No. Gift cards are like cash and cannot be replaced.

Do you offer gift-wrapping?

We’re delighted to offer free gift wrapping in all of our physical store locations. At this time, gift wrapping is not available for online purchases. We apologize for any inconvenience.

Why don't you offer gift-wrapping on all items?

We love to make a great gift even better with beautiful wrapping, but some items are simply too large, bulk or oddly-shaped for us to wrap effectively.

How do I change my account information?

To update your shipping address:

Sign in to your account
In the Account Info tab under Contact Info, click Edit
Make your changes and click Update

To update your email address or name, please contact Customer Service by emailing us at customerservice@mastermindtoys.com.

How do I reset or change my password?

It's easy to reset your password:

Click the Log In link
Click the Forget your password? link under the user name and password fields
Enter your email address and click the Submit button
An email will be sent to you. Follow the instructions to reset your password

How do I update my billing address?

It's easy:

Sign in to your account
In the Account Info tab under View Addresses, click Edit
Enter your new billing address and click Update

How do I add or delete an address on my account?

You can add, delete and change your addresses in just a few steps:

First, sign into your account and go to the Account Info tab
To add a new address:
Under View Addresses tab, click Add a new address
Enter your new address and click Update
To delete an address:
Under View Addresses tab, find the address you wish to remove and click Delete

How can I review my past orders?

You must have an account to view your order history.

Sign in to your account
In the Orders tab you will be able to view details and tracking information for both current orders and past orders. Only orders since we moved to our new website (September 2020) will be shown

Can I delete my account?

Yes. You can delete your account at any time, but you will lose all your account information and order history. To delete your account, please contact our customer service team.

How do I place an order online?

Whether you have an account or not, shopping online is simple:

Fill your cart

When you find something great, simply click Add to cart.

To view your cart, click the Cart icon at the top of the page. From there you can:

review your items
remove items
adjust quantities

When you're ready, click the Check out button. You can check out either as a guest or by signing into your account.

Note: you must provide an email address for both options.

Checkout

Our check-out process has just three easy steps:

Information – Enter your contact information and add or update a promo code, if applicable
Shipping – Enter your shipping information (Note: shipping address must be in Canada or the contiguous United States.)
Payment – Choose to pay by credit card (Visa, MasterCard, American Express), ApplePay, GooglePay, ShopPay, or via PayPal. Place your order!

You will see a confirmation page with your order number. You can cancel this order within 30 minutes.

To best serve our customers, we reserve the right to limit purchase quantities.

Can I place orders over the phone?

No. We cannot accept orders by phone.

How do I check my order status?

It's easy to check your order status:

Please login in your account first
Click on the Orders tab to view details and tracking information for your current orders as well as details of your past orders.

Are online orders subject to taxes?

Taxes are based on the shipping destination of your order.

Current HST, GST and PST rates are available online.

In the United States, Sales taxes do not apply. Orders of more than $800 are charged a $40 duty fee.

Are there taxes on books?

Books shipped to Canadian addresses are subject to GST, but exempt from PST. Sticker books, activity books and workbooks are subject to full taxes.

What forms of payment do you accept online?

We accept Visa, MasterCard, American Express, Apple Pay Google Pay, Shop Pay, and PayPal.

How do I request a copy of my invoice?

You will receive a confirmation email when your order has shipped. This serves as your invoice. Please retain a copy for exchanges or returns. If you have deleted your shipping confirmation email, please contact our customer service team with your name and order number.

For pickup in-store orders, you will receive a confirmation email when your order is ready. This serves as your invoice.

I've ordered an item as a gift: will the recipient see how much I paid?

No. Pricing is not included on products or on packing slips included with our shipments.

Can I request a gift receipt with my order?

Individual gift receipts are not currently available for online orders. Our apologies for the inconvenience.

All online orders will include a Packing Slip, which does not include any pricing information. This can be used in lieu of a gift receipt.

The expected delivery date has passed and my order has not arrived. What can I do?

If you have already attempted to track your order through the carrier and still need assistance, please contact our customer service team with your name and order number. customerservice@mastermindtoys.com

My order arrived, but an item is incorrect or missing. What can I do?

Please review your shipping notification email. Occasionally we need to ship items in separate packages and therefore issue multiple tracking numbers. Verify your order contents against the packing slip and empty the box completely. Small items can get buried or wrapped up in packing materials.

If an item is missing or incorrect, please contact our customer service team with your name and order number.

My order contains a damaged or defective item. What should I do?

Please take a photo of the packaging as well as the damaged or defective item and contact our customer service team with your name and order number. We will review your order and arrange for a replacement.

How do I track my order?

When your order is shipped, you will receive a shipment confirmation email containing your tracking number(s). Please note that it can take up to 24 hours for the tracking information to be updated on the carrier's website. Enter your tracking number into the UPS online tracking tool:

UPS

Please note: orders shipped in multiple boxes will have individual tracking numbers.

How do I cancel my order?

You can cancel your order within 60 minutes of placing it. The easiest way is by clicking the Cancel order link on the order confirmation page. Note that digital gift card orders can not be cancelled.

If you have an account, you can also cancel your order on our website within 60 minutes of placing it.

Sign in to your account
Go to My Account at the top of the page and click the Orders tab.
Under Current Orders, locate the order you want to cancel and click Details & Tracking.
Under Tracking, click Cancel order.

If you need further assistance, please contact customer service via email at customerservice@mastermindtoys.com

Why am I seeing a "credit card declined" message?

Please ensure that the billing information you have entered matches the information currently on file with your credit card company or issuing bank. If this appears to be correct, we recommend you call your credit card company or issuing bank. For additional help, please contact our customer service team.

Holiday shipping & pickup deadline?

Standard Shipping: Order by Dec 14 at 11:59pm to receive by Dec 24th.

Buy Online, Pick Up In-Store: Order by Dec 23 at noon (local time) to pickup by noon on Dec 24th.

Orders placed online for regular home delivery after December 14, 2025 at 11:59pm EST are not guaranteed to arrive by a specific date. Delivery timelines may vary based on location, carrier, and order volume.

How long will my order take to arrive?

Please see below for estimated delivery times by region:

Canada: Major City Centres

Standard Shipping: Delivered in 6-8 business days.

Buy Online, Pick Up In-Store: Ready for Pick Up in as little as 1 hour*

Canada: Other

Standard Shipping: Delivered in 8-10 business days.

Buy Online, Pick Up In-Store: Ready for Pick Up in as little as 1 hour*

* Buy Online, Pick Up In-Store orders are processed in the order they are received. You will receive a "Ready for Pick-Up" email within 1 hour during store hours or 1 hour after opening if the order is placed outside business hours. Kindly wait for this email before visiting the store. Thank you!

Note: We are currently experiencing some longer than normal processing times. A shipping confirmation email will be sent as soon as your order is processed for shipment along with a tracking number. We appreciate your patience as our team works hard to get your order prepared for you!

Where do you ship?

We ship to all Canadian provinces and territories . Please note: we do not ship to PO Boxes; Canadian Forces Post Office (CFPO); Fleet Mail Office (FMO); Army Post Office (APO) addresses; or freight forwarding companies.

How do you calculate shipping charges?

Mastermind Toys' policy is to pass on our volume discounted shipping rates based on size and weight-with no handling charges or mark-up. This means substantial savings to our customers.

What carrier do you use for shipping?

Within Canada we ship with UPS, Canada Post, FedEx, Nationex, Shippie(Uni Uni).

Are there any additional fees associated with shipping?

The customer pays only the shipping charges shown on the online order. Customers and recipients are never required to pay additional fees at time of delivery.

Customs and duty fees: There are no duty fees on orders shipped within Canada. Customers pay taxes based on the ship-to address.

Do you have any shipping promotions?

Yes. We're delighted to offer FREE standard shipping orders of $50 or more: just select "FREE standard shipping" at checkout. For delivery to Canadian addresses only – excluding Post Office Boxes, Northwest Territories, Nunavut, Yukon and other remote postal codes.

FREE STANDARD SHIPPING ELIGIBILITY
• For orders of merchandise only, excluding applicable taxes. Promotional coupons and Mastermind Toys Perks coupons will be deducted from the subtotal and may affect the order’s Free Shipping eligibility
• For delivery via UPS Canada Standard Shipping only. UPS Express and Priority options are excluded.
• Excludes select oversize items: orders containing such items will be charged a shipping fee associated with the inclusion of oversized item(s)

What is Mastermind Toys Holiday Return Policy?

Extended Holiday Return Policy 2025

Shop worry-free this holiday season! Purchases made from October 6, 2025 onward can be returned until January 14, 2026.

Standard Return Policy

We accept returns on merchandise accompanied by the original receipt within 30 days of purchase, provided items are unopened and in resaleable condition. Refunds are issued to the original method of payment.

Please note:

No returns, exchanges, or refunds on gift cards, trading cards, final sale, or discontinued merchandise.
Refunds for items purchased with a gift receipt will be issued as a Mastermind Toys gift card.
For PayPal purchases, refunds can be processed to your PayPal account when proof of the original payment card is provided.
Shipping fees are non-refundable.
Returns from Closing Stores cannot be processed at any other location.

What is Mastermind Toys Return Policy?

STANDARD RETURN POLICY

Mastermind Toys will gladly accept returns on merchandise accompanied by the original receipt within 30 days of purchase, provided the item is unopened and in as-new, resalable condition. Refunds will be issued to the original form of payment.

Please note:

No returns, exchanges, or refunds on Gift Cards, Trading Cards (Lorcana, Pokémon, Magic, Sports), Blind Boxes, Blind Bags, discontinued merchandise, or items marked as final sale.

Refunds for items accompanied by a gift receipt will be credited in the form of a Mastermind Toys Gift Card.

If you paid via PayPal and wish to have the purchase refunded to your original form of payment, please provide proof of the original payment card using the matching transaction information from your PayPal account.

For Buy Online, Pick Up In-Store orders, please bring the “Your order is ready for pick up” email you received when visiting the store.

Shipping fees are non-refundable.

Returns of merchandise purchased at Closing Stores will not be accepted at any location.

How do I return an item purchased online?

For any return that meets our Returns Policy, you can return your online purchase in one of two ways:

1. Return by Mail

• Please contact our customer service team to verify return eligibility.
• Carefully pack your item(s) along with the packing slip or a copy of your order confirmation.
• Mail your item using the courier of your choice to:

Mastermind NSC (Attn: mastermindtoys.com)
415 Milner Ave
Toronto, ON
M1B 2L1
• Please note that you are responsible for return shipping fees, and that Mastermind Toys is not responsible for any item lost in return transit
• Once received by our warehouse, your refund will be processed within 10 business days.

2. Return to a Store

• Please bring your item(s), order invoice (i.e., your shipping confirmation email), and any card used to make the purchase.
• Our store will issue the refund for the purchase price of the items returned in the original form of payment.

What is Mastermind Toys Price Match Policy?

PRICE MATCH POLICY

We offer price matching for Perks members on items promoted by the listing of retailers below from Monday October 7, 2024 until informed otherwise when you visit us in-store or on-line!

Please see conditions below:

Must be a Perks member to take advantage. Join Perks for FREE Here
Valid on printed advertisements, digital flyers or items on a retailer’s Canadian website.
Advertisement must be presented before you buy (in the case of on-line, a copy of the ad can be sent) or within 14 days of purchase, only during the effective date of the competitor’s advertisement and we will match that lower price.
- Competitor clearance, close-outs, bankruptcies, limited quantity, free or bonus offers, BOGOs, brand and storewide sales, member only pricing, and special events excluded from this offer.
- After purchase adjustments available in-store only. To receive an adjustment after purchase, your original receipt must be presented
Valid on any identical item priced at a lower price by a major competing retailer listed below.
- Item must be in stock and available at both Mastermind Toys and the competing retailer within Canada and must be priced in Canadian dollars.
We determine the “Major Competing Retailers” solely at our discretion, listed below. (Does not include third-party, marketplace, refurbished, or liquidation sellers.)
- Toys R Us/Babies R Us
- Indigo
- Staples
- Canadian Tire
- Walmart Canada – item must be both sold and shipped by Walmart.ca
- Amazon.ca– item must be both sold and shipped by Amazon.ca
Details of offer may change at any time.

HOW TO REQUEST A PRICE MATCH:

IN-STORE:

Prior to purchase, present the item and the valid competitor ad to the cashier. Once verified, cashier will perform the price adjustment at the point of sale.
After purchase, present your original receipt OR your shipping confirmation (for online orders) and the valid competitor ad to the cashier. Once verified, cashier will perform the appropriate return and adjustment.

ONLINE:

Prior to purchase, email customerservice@mastermindtoys.com with a link to the item(s) you wish to purchase as well as the valid competitor ad. Once verified, the Customer Service team will place the order with the adjusted price and send the invoice to be paid prior to shipping.
After purchase adjustments for all orders must take place in-store.

Magic: The Gathering “Final Fantasy” Commander Deck

We recently became aware of a pricing error in a marketing email, which listed the Magic: The Gathering “Final Fantasy” Commander Deck at $89.99. The correct price, as shown on our website, is $149.99. This discrepancy was unintentional, and we apologize for any confusion it may have caused. All purchases will be processed at the correct price listed on our website at the time of purchase. If you have any questions or concerns regarding this matter, please contact our Customer Service team at customerservice@mastermindtoys.com.

At Mastermind Toys, we pride ourselves on offering only the highest quality toys on the market. Though it happens very rarely, products we carry may be subject to a safety recall by the vendor. We take product recalls very seriously and pledge to inform our customers promptly when these issues arise.

terms & conditions for offers

Featured product may have limited quantities or not be available. For current assortment, visit www.mastermindtoys.com. Savings available on select brands and products. While quantities last. No rain checks. Typographical, illustrative or pricing errors may occur. We reserve the right to correct any errors. Additional restrictions may apply.

September Monthly Faves

Duration: September 1, 2025 → September 30, 2025

Spend a minimum of $45 (pre-tax and shipping) to be eligible to purchase one of the following September Monthly Faves at a discounted price of $5: Coco Village Set of 12 Charm Pins or select Slimygloop. All discounted items must be added to the cart, and the discount will be applied at checkout. Limit one discounted item per order. Offer valid from September 1 to September 30, 2025 11:59pm EST, while supplies last, not combinable with other promotions, and subject to change or cancellation at the company’s discretion.

LEGO® Gift with Purchase: Year of the Snake 2025

Duration: May 1, 2025 → while quantities last

Spend $50 or more (before tax) on LEGO® products and receive a free LEGO® Year of the Snake 2025 (40707) set. This in-store exclusive offer is valid starting May 1, 2025, while supplies last. Offer not valid on previous purchases. Mastermind Toys reserves the right to change or cancel this promotion at any time without notice. Some conditions may apply.

Playroom Clearout

Duration: May 13, 2025 → June 11, 2025

Save 30% off Playroom Clearout items from June 11, 2025 to May 29, 2025 11:59pm EST online. Discount applied at checkout. No rain checks. Offer cannot be combined with any other promotions or applied to previous purchases. Mastermind Toys reserves the right to change this promotion at any time without notice. Some restrictions may apply.

PERKS Grandparents Day

Occurance: Monthly

PERKS Grandparents save 10% on regularly priced LEGO® and 20% on other regularly priced, in-stock merchandise on the first Tuesday of each month, in-store and online only. Offer valid for PERKS members only. Coupon code is non-transferable, has no cash value, and eligible for one-time use only. Discount applied at checkout. No rain checks. Offer excludes gift cards, clearance items, select LEGO® Hard to Find, Jellycat, Pokemon, and Cuddle+Kind items. Mastermind Toys reserves the right to change this promotion at any time without notice. Some restrictions may apply.

Outlet Locations

Duration: On-going

Our Kitchener and Newmarket locations offer exclusive in-store deals of up to 70% off, with regular-priced items still available (excluding Jellycat). BOPIS is no longer available at these locations. All offers are exclusive to in-store purchases only. Mastermind Toys reserves the right to change or cancel this promotion at any time without notice. Some restrictions may apply.

Level Up Your Loot Bag

Duration: On-going

Get 10 FREE premium bags when you spend $100 (before tax) on your loot haul! Offer valid only on items in the Loot Bag collection. Available in-store and online, while supplies last. Discount applied at checkout. Excludes clearance items. Cannot be combined with other promotions, applied to previous purchases, or used with rain checks. Mastermind Toys reserves the right to modify or cancel this promotion at any time. Some restrictions apply. For full details, visit our Level Up Your Loot Bag page or contact customer service.

Free Gift Wrap In-Store

Duration: On-going

Free Gift Wrapping in-store valid with any purchase while supplies last. Supplies may vary. Offer cannot be applied to previous purchases. Mastermind Toys Reserves the right to change this promotion without notice. Some restrictions apply.

Free Standard Shipping over $50

Duration: On-going

Free standard shipping on orders of $50 or more to Canadian addresses only. Excluding Post Office Boxes, Northwest Territories, Nunavut, Yukon and other remote postal codes as defined by shipping courier (excluded postal codes will automatically not discount at checkout). For orders of merchandise only, excluding applicable taxes. Promotional coupons and Mastermind Toys Perks coupons will be deducted from the subtotal and may affect the order’s Free Shipping eligibility. For delivery via UPS Canada Standard Shipping only. UPS Express and Priority options are excluded. Excludes select oversize items: orders containing such items will be charged a shipping fee associated with the inclusion of oversized item(s).

Clearance

Save on clearance items while quantities last in-store only. Discount applied at checkout. No rain checks. Offer cannot be combined with any other promotions or applied to previous purchases. Mastermind Toys reserves the right to change this promotion at any time without notice. Some restrictions may apply.

Permanent Exclusions

Unless otherwise stated, the following items are excluded from all promotions and discounts: Jellycat, all LEGO® products (including LEGO® Hard to Find items), all Pokémon, Magic the Gathering, Cuddle + Kind, clearance items, and newly released Pokémon products. Additional exclusions may apply and are subject to change without notice.

Country/region

Got Questions?

GeneralGift CardsGift WrappingManaging AccountOrderingShipping & ReturnsProduct RecallsOffer Details

Frequently Asked Questions

General FAQ

I'm having trouble applying a promotion online:

I'm having trouble applying a gift card online:

Corporate Orders:

Educators:

Careers:

Gift Cards

Can I purchase a Mastermind Toys Gift Card?

I have a gift card purchased after January 15, 2024. Can it be redeemed?

Can I return a gift card?

I lost my gift card: can you replace it?

Gift Wrapping

Do you offer gift-wrapping?

Why don't you offer gift-wrapping on all items?

Managing Account

How do I change my account information?

How do I reset or change my password?

How do I update my billing address?

How do I add or delete an address on my account?

How can I review my past orders?

Can I delete my account?

Ordering

How do I place an order online?

Can I place orders over the phone?

How do I check my order status?

Are online orders subject to taxes?

Are there taxes on books?

What forms of payment do you accept online?

How do I request a copy of my invoice?

I've ordered an item as a gift: will the recipient see how much I paid?

Can I request a gift receipt with my order?

The expected delivery date has passed and my order has not arrived. What can I do?

My order arrived, but an item is incorrect or missing. What can I do?

My order contains a damaged or defective item. What should I do?

How do I track my order?

How do I cancel my order?

Why am I seeing a "credit card declined" message?

Shipping & Returns

Holiday shipping & pickup deadline?

How long will my order take to arrive?

Where do you ship?

How do you calculate shipping charges?

What carrier do you use for shipping?

Are there any additional fees associated with shipping?

Do you have any shipping promotions?

Returns & Exhanges

What is Mastermind Toys Holiday Return Policy?

Extended Holiday Return Policy 2025

Standard Return Policy

What is Mastermind Toys Return Policy?

How do I return an item purchased online?

Price Match Policy

What is Mastermind Toys Price Match Policy?

HOW TO REQUEST A PRICE MATCH:

IN-STORE:

ONLINE:

Pricing Error Notice

Magic: The Gathering “Final Fantasy” Commander Deck

Product Recalls

Offer Details

September Monthly Faves

LEGO® Gift with Purchase: Year of the Snake 2025

Playroom Clearout

PERKS Grandparents Day

Outlet Locations

Level Up Your Loot Bag

Free Gift Wrap In-Store

Free Standard Shipping over $50

Clearance

Permanent Exclusions

Search

General Gift Cards Gift Wrapping Managing Account Ordering Shipping & Returns Product Recalls Offer Details