This is your one-stop shop for information and answers to frequently asked questions (FAQs) about Mastermind Toys.
Can't find what you're looking for? You can Live Chat with our customer service team during our regular hours (not including holidays):
Monday to Friday 9am to 9pm ET
Saturday & Sunday 9am to 7pm ET
**This Black Friday Weekend we are extending our Live Chat hours! Join us this weekend:
Friday November 26 7am to 11pm ET
Saturday November 27 8am to 9pm ET
Sunday November 28 8am to 9pm ET
Monday November 29 7am to 11pm ET
Or drop us a line at email@example.com any time. We're here to help!
You can reach our customer service team in a number of ways (regular hours, excluding holidays) :
You can contact us in a number of ways:
Yes: please visit your local store or email firstname.lastname@example.org for more information.
We’re proud to offer our classroom discount for items purchased with a valid Teacher ID for immediate classroom use, and shipped to the school (if purchased online).
Some restrictions apply: please contact our customer service team for details.
We offer two types of gift cards for purchase:
Physical gift card – Choose a design you love, then choose any value from $5 to $500 and add a personalized message. We'll mail the gift card to the recipient who can then redeem it online or at their local Mastermind Toys store.
Digital gift card – Choose a design you love, choose any value from $5 to $100, and add a personalized message. We'll email the digital gift card to the recipient who can then redeem it online or at any Mastermind Toys store.
No and yes: instead of wrapping paper, we enclose all physical gift cards purchased online in a fun Mastermind Toys gift card sleeve.
To redeem a physical gift card:
To redeem a digital gift card:
You may split your purchase between multiple gift cards, between gift cards and PayPal, or between gift cards and a credit card or other form of payment (Visa, MasterCard, American Express). If you pay using gift cards only, any remaining value will be left on the last gift card entered.
Note: gift cards cannot be redeemed in Shop Pay transactions.
Yes, both physical and digital gift cards are accepted at all Mastermind Toys store locations.
Log in to your account, click on Check Gift Card Balance and enter the 16-digit* gift card number and 8-digit PIN (found beneath the grey sticker).
No. Gift cards are non-returnable, non-refundable and cannot be redeemed for cash.
No. Gift cards are like cash and cannot be replaced.
Please contact our customer service via Live chat or by emailing us at email@example.com.
Absolutely. We're delighted to offer free gift-wrapping in all our stores for both in-person shopping and pick up in-store options. You can choose from 5 styles of gift wrap – designed by our Mastermind Toys team here in Canada! If for some reason your preferred gift wrap style is unavailable, the store associate will substitute the next closest option for you.
We can also gift-wrap your Ship to Home purchases for $2.99 per item, which includes your choice of paper, a gift tag personalized with your message and our signature curly bow.
Note that if you change between Ship to Home and Pick Up In-Store options in the Shopping Cart, you will need to re-select your gift wrap option(s).
Yes. When you choose the gift-wrap option, you can include a personalized message that we will print on the gift tag. Note that gift messages are not available for Pick Up In-store orders.
We love to make a great gift even better with beautiful wrapping, but some items are simply too large, bulky or oddly-shaped for us to wrap effectively.
No. To safely and effectively pack the items for shipping, we wrap each item individually.
No. Gift-wrapping charges are non-refundable.
To update your shipping address:
To update your email address or name, please contact Customer Service via Live chat or by emailing us at firstname.lastname@example.org.
It's easy to reset your password:
You can add, delete and change your addresses in just a few steps:
You must have an account to view your order history.
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.
Whether you have an account or not, shopping online is simple:
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:
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.
Our check-out process has just three easy steps:
You will see a confirmation page with your order number. You can cancel this order within 60 minutes. Please note that orders for digital gift cards can not be cancelled.
To best serve our customers, we reserve the right to limit purchase quantities.
No. We cannot accept orders by phone.
It's easy to check your order status:
Taxes are based on the shipping destination of your order.
|Province||Rate Type (HST, GST, PST)||Provincial Rate||Federal Rate||Total|
|Newfoundland and Labrador||HST||10%||5%||15%|
|Prince Edward Island||HST||10%||5%||15%|
|Québec||GST + QST||9.98%||5%||14.98%|
|Saskatchewan||GST + PST||6%||5%||11%|
In the contiguous United States
Sales taxes do not apply. Orders of more than $800 are charged a $40 duty fee.
No. Gift cards are sold in specific denominations, with no tax added.
Books shipped to Canadian addresses are subject to GST, but exempt from PST. Sticker books, activity books and workbooks are subject to full taxes.
We accept Visa, MasterCard, American Express, Apple Pay Google Pay, Shop Pay, PayPal, and Mastermind Toys gift cards. You may split payment between multiple gift cards, or between gift cards and a credit card.
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.
No. Pricing is not included on products or on packing slips included with our shipments.
Yes! On the Shopping Cart page, simply click on the GIFT OPTIONS button and check the box for Gift Receipt. For Pick Up In-Store orders, the gift receipt will be printed at the store and included with your purchase. Gift receipts for Ship to Home orders will be emailed to you.
Note that if you change between Ship to Home and Pick Up In-Store options in the Shopping Cart, you will need to re-select the gift receipt option(s).
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.
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.
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.
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:
Please note: orders shipped in multiple boxes will have individual tracking numbers.
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.
If you need further assistance, please contact customer service:
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.
We’ve introduced COVID-19 safety protocols in accordance with public health authorities, including:
Maybe: each store follows local public health guidelines for occupancy based on square footage and allowing for physical distancing inside. At busier times and in smaller stores, you may have to wait, but staff will do their best to keep foot traffic flowing smoothly. We appreciate your patience and understanding.
Yes: per Health Canada guidelines, everyone entering our stores must wear a mask that covers their nose and chin, unless they have a medical exemption or are under the age of 24 months.
Yes: we offer free, contactless Curbside Pick-up. Simply shop online and choose the PICK UP IN-STORE option for each item. We’ll send you a confirmation email within an hour telling you that your order is ready to collect. Just stay in your vehicle and call when you arrive at your selected store – staff will bring your order out and load it into your vehicle for you.
It's an online roster of gift ideas you can share with friends and family who might appreciate hints on what to buy for upcoming birthdays and holidays.
There are 2 ways to remove an item from your Wishlist.
Not at present: we're always exploring ways to improve the Wishlist, so stay tuned.
It's a great way to keep family and friends in the loop: