Ganz eStore Frequently Asked Questions

 

About Ganz eStore
Ordering
Shipping, Duties & Taxes
Returns
Billing
Account Information
Feature Codes, Secret Codes, Pet Codes & eStore Codes
eStore Points
Deluxe Membership
Webkinz eStore
Promo Codes
Contacting Customer Support

 


About Ganz eStore

 


What is Ganz eStore and what can I buy from it?
Ganz eStore sells eStore Points, Deluxe Upgrades, Exclusive Online Items and Pets for Webkinz.com, Virtual Zings and Subscriptions for AmazingWorld.com, Online Pets for Webkinzjr.com, as well as Webkinz Plush Physical Pets.
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Which Physical Plush Pets will be available on Ganz eStore?

The assortment of Physical Plush Pets available on Ganz eStore will change regularly. Check the Ganz eStore website often to see which Pets are coming and going. You can also stay up-to-date on all Ganz eStore news by signing up to receive our emails.
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Can I buy Physical Plush Pets anywhere else besides on Ganz eStore?
For residents in Canada and the United States, there are a number of retailers that carry a wide selection of plush Webkinz. Click here to find a retailer near you.
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What is an Online Item?
Online Items are currently available for purchase on Ganz eStore and can be used to enhance your experience on Webkinz.com or AmazingWorld.com. An Online Item is a computer-simulated item that you can use on your Webkinz World or Amazing World account. When you buy an Online Item from Ganz eStore, you will receive a Code that you will use to unlock the item at the Code Shop in Webkinz World or within Amazing World. These items may be used in Webkinz World/Amazing World on any account. You must have an account in Webkinz World/Amazing World to use these items. You will not receive any Physical Item when you purchase an Online/Virtual Item (i.e. nothing will be shipped to you).
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What is an Online Pet/Zing?
An Online Pet/Zing is a computer-simulated character that you can use to start an account or add on to your existing Webkinz/Amazing World account. There are Online Pets available for Webkinz.com and for WebkinzJr.com and Virtual Zings for AmazingWorld.com. When you buy an Online Pet/Zing from Ganz eStore, you will receive a Code that you will use in order to bring your Pet/Zing into your game. You will not receive an actual Plush Pet when you purchase an Online Item (i.e. nothing will be shipped to you).

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What is the difference between an Online Pet/Zing and a Webkinz Plush Pet?
An Online Pet/Zing is a virtual representation of a game character that you can buy on Ganz eStore to bring the character into the game. A Webkinz Plush Pet is an actual physical plush toy. When you buy a Webkinz Plush Pet from Ganz eStore, the actual physical toy will be sent to your shipping address. The toy will include a Secret Code which you then use to adopt the online version of the pet in Webkinz World.
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I bought an Online Item from Ganz eStore. Can I sell it at the W Shop?
Currently any items purchased through Ganz eStore cannot be sold in the W Shop in Webkinz World.
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How can Ganz eStore items be used in Webkinz World?
When you make a purchase at Ganz eStore, you receive codes that can be used by those who have accounts in Webkinz World. You are purchasing a special code that can be used only once by only one user in Webkinz World that will award that user with the item.
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Will Ganz eStore have exclusive items?
Yes. All items available for sale in Ganz eStore are exclusive items that cannot be found or bought in retail stores. Some of the items can also be found in Webkinz eStore, but still requires eStore Points to make purchases.
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Does Ganz eStore replace retail stores?
No, retail stores will continue to carry all the same great Webkinz, Webkinz Jr. and Amazing World products, such as Plush toys, trading cards, body sprays, mouse pads, pet clothing and much more. Ganz eStore sells Online Items and Pets as well as Plush Physical Pets.
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Can Ganz eStore items be purchased with KinzCash?
No, KinzCash cannot be used on Ganz eStore.
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Can Ganz eStore items be purchased with gift cards?
No, Ganz eStore does not support purchases made with gift cards of any kind, including those issued by credit card companies.
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Ordering

 


Is it possible to cancel an order that has already been placed?
Online Items: You cannot cancel orders for Online Items because your eStore Points are deducted from your account instantly upon confirming your order and your codes are delivered instantly (via email).

Physical Items: Orders for Physical Items can be canceled as long as the order has not yet entered the shipping process. To find your order, login to your account by clicking the “Log in” button on the top right-hand corner of the homepage. Once you login, click on the “Manage Account” button located on the left side of the screen and then the “Order History” button. Click the order that you want to cancel to view the Order Details page. Then click “Cancel Order” to terminate the order. You will receive an email confirming that the order has in fact been canceled. If the Order Status already shows as “Processing”, this means that the order can no longer be canceled.
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How long will it take to receive Online Items or Online Pets?
When you order Online Items or Online Pets, you do not receive any Physical Items. Instead, you will receive codes by email that you can use in game to unlock the Online Items or Online Pets that you have purchased. You can use these codes received immediately.
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How do I check my order history?
In order to view your order status or history you must first login to your account by clicking the “Log in” button on the top right-hand corner of the homepage. Once you login, click on the “Manage Account” button located on the left side of the screen and then the “Order History” button. From there you will be able to see all the transactions placed on your account, sorted by order number and date. You can then click on your order number to view your complete order details.
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How do I check my eStore Points transactions history?
In order to view all transactions with eStore Points processed on your account, you must first login to your account by clicking the “Log in” button on the top right-hand corner of the homepage. Once you login, click on the “Manage Account” button located on the left side of the screen and then the “Points Transactions History” button.  This feature allows you to review all transactions performed with eStore Points and the progress of your eStore Points balance. You can then click on the “View” icon for each transaction to review your complete transaction details.
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Can I order a Webkinz plush toy and send it to someone else as a gift?
Yes we currently offer the ability to ship your Physical Item order to a different recipient. During the check out process, the Address & Payment Info page allows you to enter both a billing and shipping address. Also, on the Review Order page, you can edit your shipping and payment information before confirming your order.
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Can I order Online Items and send the Codes to someone else as a gift?
Yes. Simply print out the Codes using our simple printing function, put the page into an envelope and your gift is ready! If you have more than one person on your gift list, you can print out your Codes one per page and divide them any way you choose. You can also send the Codes to a recipient via email by forwarding the email containing the codes that you will receive upon completing your order on Ganz eStore.
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Is there a limit to the number of items I can buy?
There may be limits to the number of Online Items you can buy, depending on the item. Please refer to the Product Details Page for more details where limits apply. For Physical Item orders, the maximum number is 5 pieces per order.
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Is there a minimum order amount that I need to meet?
There is currently no minimum requirement for Online Items or Physical Items ordered.
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I ordered 4 Webkinz Pets, but I only received 3. What should I do?
Please click here to report the problem to Customer Service and someone will contact you within 24 hours. You will not be required to pay any additional shipping charges.
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Shipping, Duties & Taxes

 


I live outside North America, are you able to ship Physical Items to me?
At this time we are only able to ship Physical items within the Continental United States and Canada.
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I ordered a plush toy. When will it arrive?
The delivery date for your order will depend on where you live, but on average it will take about 2 weeks to arrive.
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How much does shipping cost?
Shipping costs will depend on the number of items ordered, as well as where the order is going. To figure out the shipping costs for your order, place the item(s) in your shopping cart and click “Checkout” to see a breakdown of shipping costs on the Order Summary page. You will be able to view your order total with shipping and any other applicable duties and taxes, before confirming the transaction.
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Do I have to pay duty or taxes on my order?
Orders that are shipped to countries outside of Canada may be subject to import taxes, customs duties and fees levied by the destination country. Duties and taxes are calculated during checkout. These funds will be used to remit these fees on behalf of you (or the recipient) to the appropriate authorities of the destination country. Customs policies vary widely from country to country; please contact your local customs office for further information.
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How do you calculate duties and taxes?
The eStore uses third-party software to determine the duties, taxes and fees associated with each item in the order based on the destination country which you enter during the checkout process.
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Will my order come in the mail?
Yes, orders containing Physical Items will be shipped via USPS or Canada Post.
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Do you deliver to P.O. Boxes?
We are not able to ship to P.O. Boxes at this time.
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Returns

 


I bought the wrong item, what should I do?
Unfortunately, since all Ganz eStore sales are final, there is a strict no refund, no return policy. Please make sure that you have all the correct items in your shopping cart before proceeding to checkout.
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I ordered the plush Black Cat Webkinz Pet, but you sent me the Brown Dog Webkinz Pet. What should I do?
Please click here to report the problem to Customer Service and someone will contact you within 24 hours.
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The plush toy that I ordered is defective. Can I return it and get a new one?
Please click here to report the problem to Customer Service and someone will contact you within 24 hours.
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I don't like the item that I ordered. Can I return it and get my money back?
Unfortunately, since all Ganz eStore sales are final, there is a strict no refund, no return policy. Please make sure that you have all the correct items in your shopping cart before proceeding to checkout.
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Billing

 


When will my credit card be charged?
For eStore Points and Webkinz Deluxe Membership orders, your credit card will be charged when you confirm your purchase in the checkout process, and your products will be “shipped” immediately via email. For Physical Item orders, your credit card will be charged when your order leaves our warehouse.
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The billing on my credit card is incorrect.
If you believe that your credit card has been charged incorrectly, please click here to report the problem and someone will contact you within 24 hours.
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Can credit card gift cards be used for purchases at Ganz eStore?
Currently, Ganz eStore does not support purchases made with gift cards of any kind including those issued by credit card companies.
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Account Information

 


I forgot my password.
If you already created an account but have forgotten your password, go to the main login page by clicking the “Log In” button on the top right-hand corner of the homepage. Once there, click the "Forgot your Password" link. You will then be directed to a screen prompting you to select from 4 options; Reset using my PIN, Reset using my Secret Word, Request a Password Reset Link or Contact Ganz Customer Support. Select the option that works best for you. For the first three options, enter your email address and/or PIN or Secret Word. Once you enter the email address with which you originally registered your account, click “Submit” and a Password Reset Link will be sent to you via email.
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How do I change my Ganz eStore Password?
It’s a good idea to change your password from time to time. If you haven’t done so in a while, it’s simple!

1. Go to www.ganzestore.com
2. Login using your current username and password.
3. Click “Manage Account” at the top of the page.
4. Click “Edit Account” on the left hand side.
5. Enter your current password
6. Enter your new password.
7. Click “Update my Account”

You’re done!
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How do I change my account information?
In order to change your account information you must first login to your account by clicking the “Log in” button on the top of the homepage. Once you login, click on the “Manage Account” button located on the left side of the screen and then the “Edit Account” button. From there you will be able to view and edit the information you originally entered. Once you have completed your desired changes, click the “Save” button.
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Why are Gift Accounts closing?
With the launch of Webkinz eStore within Webkinz World, Ganz eStore Gift Accounts will no longer be required because you can now send eStore Points directly to a Webkinz World Account of your choice. To do so, simply click on the “Gift Points” button. You will be asked for the User Name and Password of the Webkinz World Account you wish to send the eStore Points to, along with the amount you wish to send. Enter this information, confirm the request, and the selected amount of eStore Points will instantly be sent to the designated Webkinz World Account.
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Feature Codes, Secret Codes, Pet/Zing Codes & eStore Points Codes

 


What is the difference between a Feature Code, Secret Code, Pet/Zing Code and an eStore Points Code?
Feature Codes for Online Items: When you buy an Online Item from the eStore, you will receive a 16-digit Feature Code that you will use to unlock the item at the Code Shop in Webkinz World or within Amazing World. You must have an account to use these items.

Secret Code for Online Pets/Zings: When you buy an Online Pet or Zing from the eStore, you will receive an 8-digit Secret Code that you will use in order to bring your Pet or Zing into the game.

Pet Code for Webkinz Jr. Online Pets: When you buy a WebkinzJr.™ Online Pet from the eStore, you will receive a 14-digit Pet Code that you will use in the Parents Area on WebkinzJr.com to activate your WebkinzJr membership.

eStore Points Code for eStore: When you buy eStore Points using the “Create eStore Points Code” option at Ganz eStore, you will receive a 14-digit eStore Points Code. Use that code in the eStore Points section of Ganz eStore to deposit the points associated with the code to your eStore Account.
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Can the same code be used more than once?
No. Each code can only be used one time. Codes cannot be reset and used again for any reason. Once they are used there is no way to reset or transfer the codes so they can be used again.
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Can I print my codes?
Once you complete your transaction and receive your codes, you will have the option to print the codes on one page, or to print each on a separate page. Remember, you can return to print your codes as many times as you would like, by clicking the “Order History” button and retrieving your order history. Your codes will also be “shipped' to the email address that you registered your account with. Remember that although you can print your codes many times, each code can only be used once.
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The code I received does not work.
Feature Code for Exclusive Online Items: If you believe that the feature code you received does not work, please check once again to make sure that you are entering the correct code in the Code Shop. If you have verified that you are entering the correct code and you still believe it does not work, please go to www.GanzWorld.com and click on the “Customer Support” button. Click on the “Questions about Feature Codes” link. Then click the tab called “Our Feature Codes Don't Work” and provide all required information, including the feature code. Your email will be sent to our Customer Service department who will investigate the issue and reply to your question via email.

Secret Code for Online Pets/Zings: If you believe that the Secret code you received does not work, please check once again to make sure that you are entering the correct code in the Adoption Centre. If you have verified that you are entering the correct code and you still believe it does not work, please go to www.GanzWorld.com and click on the “Customer Support” button. Click on the “Questions about Secret Codes” link. Then click the tab called “Our Secret Codes Don't Work” and provide all required information, including the Secret code. Your email will be sent to our Customer Service department who will investigate the issue and reply to your question via email.

Secret Code for Webkinz Jr. Online Pets: If you believe that the Pet code you received does not work, please check once again to make sure that you are entering the correct code in Parents Area of WebkinzJr.com. If you have verified that you are entering the correct codes and you still believe it does not work, please go to www.webkinzjr.com and click on the “Customer Service” button. Fill out all required information, including the Pet code. Your email will be sent to our Customer Service department who will investigate the issue and reply to your question via email.

eStore Points Code: if you believe that the eStore Points code you received does not work, please check once again to make sure that you are entering the correct code on Deposit eStore Points Code page on Ganz eStore. If you have verified that you are entering the correct code and you believe it does not work, please fill in the form on http://support.ganzworld.com/ganz-estore-cs-step-1/ with all required information. Your request will be sent to the eStore Customer Service department who will investigate the issue and reply to your question via email.
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I lost my code.
If you have lost the code(s) you purchased online, login to your Ganz eStore account and check your order history to retrieve the code(s) you lost. Once you login, click on the “Manage Account” button located on the left side of the screen and then the “Order History” button. From there you will be able to see all the transactions placed through your account, sorted by order number and date. You can then click on your order number to view your complete order details, including the codes you purchased. You can also print your codes for future reference by clicking the “Print Codes” button.
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Can I return a code?
Sorry, all Ganz eStore sales are final. There is no way to return Codes or Pets purchased online.
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eStore Points

 
What are eStore Points?

eStore Points is a virtual currency that is used to purchase Online Pets and Online Items on Ganz eStore. You can purchase eStore Points with a valid credit card. The Points purchased will be deposited into your eStore Account or given to you in the form of eStore Points Code depending on your preference at the time of placing an order.
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Can I still use my credit card?
Credit cards are required to purchase eStore Points, Webkinz Deluxe Memberships and Webkinz Plush Pets only. eStore Points are required for most other Online Item or Online Pet purchases.
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How do I get eStore Points?
Buy eStore Points with your credit card, and then redeem them for Online Items and Pets or send them to someone else as a gift in the form of an eStore Points Code.
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When can I start using my points?
Your eStore Points will be available immediately after your purchase.
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Do eStore Points expire?
No, eStore Points you purchase or deposit into your account will remain in your account until you use them to purchase Online Items or Pets.
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Can I cancel eStore Points?
You cannot cancel orders for eStore Points because your credit card is charged instantly upon confirming your order and your Points are instantly deposited into your account or issued in the form of an eStore Points Code.
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How do I use eStore Points?
Redeem them for Online Items and Online Pets or send them to someone else as a gift.
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How do I know how many points I have?
Login to your account and look for your eStore Points balance beside your User Name on the top right-hand corner of the homepage. You can also view your eStore Points balance in the “Points Transaction History” section in “Manage Account”.
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Can I buy Physical Pets with my eStore Points?
No, in order to purchase a plush pet you will need a valid credit card.
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What can I do in “Manage Account”?
In the “Manage Account” section of Ganz eStore, you can edit your account details, view order history, view Point transaction history, and send eStore Points to Webkinz World members.
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How do I edit my account?
Login to your account by clicking the “Log in” button on the top right-hand corner of the homepage. Once logged in, click on “Manage Account” in the top right-hand corner of the homepage. Then choose the “Edit Account” button on the left hand side. This feature allows you to review your account details, change password or account preferences.
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How do I transfer eStore Points?
Login to your Ganz eStore account by clicking the “Login” button in the top right-hand corner of the Ganz eStore homepage. Once logged in, click on your user name on the right hand side directly below the shopping cart, or “Manage Account” which is above the shopping cart. This feature allows you to transfer eStore Points to a Webkinz World account of your choice using the “Transfer Points” section in “Manage Account”. Once the transfer is complete, that Webkinz World Account can use the eStore Points to purchase online items and pets right in the game.  You can only transfer eStore Points from your Ganz eStore Account to Webkinz World Accounts. Once the transfer is complete, the eStore Points cannot be transferred back to Ganz eStore.
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Deluxe Membership

 
Why should I upgrade to Webkinz Deluxe Membership?

For each month of membership, Webkinz World Deluxe Members receive:
     - A gift box on the first of each month including an amazing exclusive piece of clothing, available ONLY to Webkinz World Deluxe members
     - Special access to a Deluxe activity page in the Today's Activities section of Webkinz World
     - KinzChat cell phone customization
     - A Vacation Office Ticket to the Tropical Island
     - Additional items in the Curio Shop, including the appearance of an extra daily rare item
     - Additional Dress Your Pet outfit save slots
     - An extra daily job at the Employment Office
And don't forget:
     - A cool Deluxe member hat that you get when you first sign up for Webkinz World Deluxe Membership.
The Ganz eStore Account purchasing a Webkinz World Deluxe Membership will receive 3000 eStore Points every month, plus bonus eStore Points just for signing up!
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What is an Annual Deluxe Membership?
In addition to all the other bonuses, if you sign up for an Annual Deluxe Membership, you'll get an extraordinarily unique Super Deluxe item free that won't be available anywhere else. With the Annual Deluxe Membership, you will receive 3000 eStore Points every month, plus a bonus of 5000 eStore Points just for signing up.
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Every time I purchase an Online or Plush Pet and enter the Secret Code into Webkinz World I extend the life of my account but what happens if I purchase a Deluxe Membership? Does that extend the life of my Webkinz World account too?
Deluxe Memberships can further extend the life of your Webkinz World account depending on when the account was first created and when/which Deluxe Membership was purchased.

The following examples show Deluxe Memberships purchased falling into a Webkinz World account and expiring BEFORE the Webkinz World account expiration. No Webkinz World account extensions would apply. Assuming for the below examples a Webkinz World account is active from January 2009 to January 2010 and if you bought a:
- 3 month membership purchased May 2009, no extension would apply.
- 6 month membership purchased May 2009, no extension would apply.
- 12 month membership purchased January 2009, no extension would apply.

The following examples show Deluxe Memberships purchased falling into a Webkinz World account and expiring AFTER the Webkinz World account expiration. Webkinz World accounts would extend past the original expiries relating to the number of months left in the membership purchase. Assuming for the below examples a Webkinz World account is active from January 2009 to January 2010 and if you bought a:
- 3 month membership in November 2009, an extension would apply to February 2010.
- 6 month membership purchased December 2009, an extension would apply to June 2010.
- 12 month membership purchased July 2009, an extension would apply to July 2010.
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I just checked my eStore Account, why don’t I see my monthly bonus eStore Points?
If your Deluxe Membership is expiring this month, your last installment of eStore Points would have been deposited last month. Alternatively, you are not a Deluxe Advantage eStore Customer.
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What is a Deluxe Advantage eStore Customer?
Ganz eStore Customers are designated as Deluxe Advantage eStore Customers if they have either:
     - purchased a Webkinz World Deluxe Membership through direct sign-up at Ganz eStore or
     - have received a Webkinz World Deluxe Membership Feature Code and redeemed it at Ganz eStore.
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What are the benefits of being a Deluxe Advantage eStore Customer?
Deluxe Advantage eStore Customers are entitled to the following benefits:
     - Be the first to enjoy specially-priced Webkinz World Online Items before they are made available to anyone else. Look for these items in the Advantage Pre-Sale category whenever they are available for sale.
     - An opportunity to purchase Exclusive Webkinz World Online-only Pets before they are made available to anyone else. Look for these pets in the Advantage Pets category whenever they are available for sale.
     - An opportunity to purchase Pet Of The Month Online-only Pets. Look for these pets in the Advantage Pets category whenever they are available for sale.
     - Access to Advantage Exclusive items that are only ever available to Deluxe Advantage eStore Customers. Look for these items in the Advantage Exclusives category whenever they are available for sale.
     - With Deluxe Advantage status, you can also enjoy special Deluxe Advantage pricing on the regular eStore assortment. Look for the special “Deluxe” pricing as you browse through the catalog.
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I'm not a Deluxe Advantage eStore Customer. How do I become one?
You can either purchase a Webkinz World Deluxe Membership through direct sign-up or redeem a Webkinz World Deluxe Membership Feature Code at Ganz eStore.
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Webkinz eStore

 


I want to give eStore Points to a Webkinz World member, but I do not have their username and password. What can I do?
To give the gift of eStore Points, simply purchase the Points from Ganz eStore as an eStore Points Code that you can pass on to the lucky Webkinz World member. Then, that member simply needs to enter Webkinz World and redeem the eStore Points Code in the eStore Points section of Ganz eStore to have the Points added to their Webkinz World Account. Please ask your parent/guardian for assistance in purchasing eStore Points if you are under the age of 18.
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Does Ganz eStore and Webkinz eStore offer the same products?
Webkinz eStore sells the same Online Items and Online Pets that are available at Ganz eStore. Ganz eStore, however, also offers Webkinz Deluxe Memberships, eStore Points, and other Items and promotions, which cannot be purchased at the Webkinz eStore, at this time.
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How can I get eStore Points for my Webkinz World Account?
There are several ways, (a) a person over the age of 18 may purchase eStore Points within Ganz eStore or from Webkinz eStore with a credit card, as well as (b) eStore Points may be transferred to your Webkinz World Account from a Ganz eStore Account when the Ganz eStore Account holder logs into his or her Ganz eStore Account and selects “Transfer Points” found within the “Manage Account” menu. eStore Points purchased within Ganz eStore may be deposited directly into your Webkinz World Account or provided as an eStore Points Code.
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What is the “Transfer Points” feature?
The “Transfer Points” feature at Ganz eStore allows you to send eStore Points directly to a Webkinz World Account of your choice. In Webkinz World, users can then purchase Online Items from Webkinz eStore using the transferred eStore Points.
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Can I transfer eStore Points from a Webkinz World Account to a Ganz eStore Account?
This feature is not available to Webkinz World users. If you have made an error with a recent transfer on Ganz eStore, please contact Ganz eStore Consumer Support for assistance.
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Promo Codes

 


What is a Promo Code?
A Promo Code is short for promotional code and can be used for a discount towards your purchase(s) at Ganz eStore. Please note, Promo Codes may apply to specific items only and may be limited to a specific promotional duration.
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How do I get a Promo Code?
You may receive Promo Codes by signing up to receive Ganz eStore emails about new arrivals, sales and promotions from the “Edit Account” link in the “Manage Account” section of Ganz eStore.

You can also receive exclusive promo codes by following us on Twitter at http://www.twitter.com/ganzestore.

From time to time Ganz eStore will offer Promo Codes using Third Party Advertisements.
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How do I use a Promo Code?
When you are ready to check out, click on “Cart” and use the code where you see the Promo Code entry box. Click either “Next” or “Update” to apply your code.
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Contacting Customer Support

 


I was not able to find the answer to my question, how do I contact Customer Support?

If you require further assistance, please contact Ganz eStore Consumer Support here.
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