Terms & Conditions
(a) These products are supplied to you by: Ganz, One Pearce Road, Woodbridge, Ontario, Canada L4L 3T2. You may contact Ganz by email at ganzestorecs@ganz.com or by phone at 1-888-818-8770 from the US and Canada or at 1-888-818-8768 from everywhere else around the world.
(b) Sales of Ganz eStore Items are final.
(c) Purchases of Physical Items may be canceled at the earliest of (a) while it is “Pending” on the Order Details page or (b) within 48 hours.
(d) For Physical Items and eStore Points, we accept payment by Visa, Mastercard and American Express. For Online Items, payment is made by eStore Points. If you do not have any eStore Points, you will need to purchase some with a credit card first.
(e) Feature Codes, Secret Codes and Pet Codes will be shipped instantly by email upon completing the purchase of Online Items and Online Pets. Physical Items will be picked/packed and will leave our warehouse within 10 days of completing the purchase, at which time your credit card will be billed. These items will be shipped by courier via UPS International. The delivery date for your order will depend on where you live but on average it will take about 2 weeks to arrive. You will receive an email notice when your order leaves our warehouse. The email will contain a UPS tracking number which you can use to track your order on UPS.com . Please note that when orders shipped internationally reach the destination country, they may be subject to customs clearance procedures which can cause delays beyond original delivery estimates.
(f) Deluxe Memberships can be applied to a Webkinz World Account at the time of purchase or be purchased as a code to be redeemed at a later date, by any Webkinz World Account holder. Deluxe Membership purchases will be displayed on the customer's Purchase History. All direct Membership purchases are subject to automatic renewal.
(g) 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.
(h) Orders that are shipped outside Canada may be subject to such 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 in the destination country. Customs policies vary widely from country to country; please contact your local customs office for further information. Ganz eStore uses third-party software to determine the duties, taxes and fees associated with each item in the order based on the destination country identified during the checkout process.
(i) All prices are subject to change without prior notice and apply to orders placed after the price change notice is published.
(j) Purchases of Online Items, Online Pets, eStore Points and Memberships are non-returnable and non-refundable. Physical Items may be returned if upon examination at time of receipt, the shipped product is found to be defective or damaged. Replacement items will be sent to you free of charge. Please contact Ganz eStore Customer Service to report the damaged item by emailing ganzestorecs@ganz.com or calling Toll-Free between the hours of 9am and 6pm Eastern Standard Time, Monday through Friday at 1-888-818-8770. The Item must be returned with the tag attached and unopened. Once the Secret/Feature Code is activated, no refund/replacement will be issued.