At MATO TOYS online customer satisfaction is our top priority. We strive to provide our customers with the highest level of service, satisfaction, and support. Our friendly, courteous and knowledgeable sales staff is available to assist you.

Shipping
Our standard shipping method within Canada and the continental USA, except Alaska, Hawaii, and Puerto Rico, is Canada Post Expedited Parcel service - Approx. 1-6 Business days delivery in Canada and 4-15 Business days delivery in USA.

In-stock items will ship within 2 working days, as long as you complete your order by 3PM, Monday through Friday, EST. Saturday, Sunday and holidays are not considered business days. If you place your order after 3PM EST, or on Saturday, Sunday, or holidays, your available item(s) will ship the next business day if possible.

Shipping times, in accordance with Canada Post and USPS policy, are estimated in business days, and subsequently do not include weekends. The number of days the order takes to reach you depends upon your location

Mato Toys is not responsible for any merchandise or orders that is forwarded to an address different than the one specified on the original order. Any shipping address that was altered by the consumer is the sole responsibility of the consumer.

If you request a different service, your order will be subject to additional charges for the service requested. All rush orders are normally shipped on the same day if placed before 3:30 p.m. Monday through Friday(Eastern Standard Time)

Please allow 5-15 business days for delivery to International. MATO TOYS is not responsible for duties or tariffs on international shipments. (check with your local officials for more information).

In the event of delays, every effort will be made to contact you by phone, e-mail or mail. If the delay is due to backorder, you will receive notice and be given the choice to remain on backorder, substitute to another item, or cancel your order.

If the carrier delivers a carton showing obvious damage, refuse delivery. The carrier is responsible for the damage and not you. If, however, you accept delivery and open the carton and discover the item was damaged during shipping, contact the carrier for inspection, then contact our Customer Service Department and we will file a claim on your behalf.

We do not accept locally pick up and take C.O.D. (Cash on Delivery) orders.

Return
Our return policies are quite simply the best on the internet. Buy anything from MATO TOYS, and we are with you all the way. We value our customers. The return policies set forth below are simple and easily understandable.

Please note that we have a 7 days money back warranty for most of our products except some products which have mention as non returnable. We will provide FULL REFUND of your purchase price.

To return a product, please email Customer Service at info@matotoys.com for an RA number (Return Authorization). All Returns require an authorization number. Return Authorization (RA) numbers are only issued by email, not by phone. Please note that the return request will not be accepted if we are contacted 3 days after you receive your item. Physical damage to any product will void the products warranty. Any item that is returned more than 7 days after delivery will not be accepted.

Please include your name, order number, condition of the product, and a brief description of any problem and why you wish to return the product. Upon approval, which requires 1-3 business days, we will provide you with an RA number and an address to send the product(s) back to. Simply click on "contact us" to request a return. Please note that an RA# does not guarantee final disposition. All returns are subject to inspection.

All returns must be made in original packaging and in resalable condition. Customer must pack items being returned complete, with all manuals, cables, accessories, batteries, etc. A 20% restocking fee will be applied to all returns for refund.

Pack the products into a shipping box with plenty of packing material, and tape securely. Write the RA# issued by Customer Service clearly on the outside of the shipping carton, not on the product package. Please do not place stickers or shipping labels on the original manufacturer's package. Please do not tape or write anything on the item or the package! We will charge you for replacement of damaged, altered, missing, written-on or taped-on contents or cartons. We reserve the right to refuse any such returns.

We are unable to issue a refund for any return postage. Customer will be responsible to return any item(s) back to us at your cost for us to process your request for either a refund or exchange.

Any merchandise returned to us unauthorized will be refused. When returning product, we strongly recommend the use of a carrier that can track packages. You are also responsible for insuring the returned item. Mato Toys will not be responsible for any shipping loss or damage from your side. No goods will be accepted for exchange or return without authorization.

Send the return to:

Mato Toys International Inc.
P.O Box 62 Main St,
Markham, Ontario
L3P 3J5 Canada

Helicopter /planeFlying (warranty)

If you receive a plane or helicopter that is D.O.A, please contact us within 3 days of receiving the item. We will gladly replace this item for you. However, if the customer flies the helicopter/plane, the warranty will be void. It is very difficult to see where the problem occurred after the customer has used the item. We strongly suggest testing the item out on a surface to see if everything is working.

Damaged goods

If you receive an item that is damaged, please follow these steps. Keep all packing materials and packaging just as they are. Please do not use this item at all. Please be ready to take pictures of the damaged item and package. Contact us immediately, within 3 days, so that we can process this request. Our quality control team inspects all packages before shipment. We will gladly file a claim on your behalf with the courier company. We will take care of the entire process, until your satisfaction has been met.

Tax
Sales tax applies only to shipping addresses located in CANADA. Please refer to the following chart to determine the relevant rate for you.