Shipping policy

Last updated: 6 August 2026

This Shipping Policy explains how orders placed through toystation.ae are processed and delivered by TOY STATION LLC (“Toy Station”, “we”, “us” or “our”).

This Policy should be read together with our Terms of Service and Refund Policy. Nothing in this Policy limits any mandatory rights available to consumers under applicable laws of the United Arab Emirates.

1. Delivery Area

We currently deliver online orders to eligible addresses within the United Arab Emirates.

Delivery availability may depend on the destination, product size, product weight and courier service coverage. If an address cannot be serviced, we will contact the customer before dispatch and offer an available alternative or cancellation and refund, as applicable.

International delivery is not currently covered by this Policy. If international delivery becomes available, the applicable delivery charges, estimated delivery time, customs responsibilities and other conditions will be disclosed before the customer confirms the order.

2. Order Processing

Orders are processed on business days, Monday to Friday, excluding UAE public holidays.

After an order is placed, the customer will receive an electronic order acknowledgement. This acknowledgement confirms that we have received the order but does not necessarily confirm dispatch.

An order will be prepared for delivery after:

payment has been successfully authorised, where applicable;
the delivery details have been verified; and
the ordered products have been confirmed as available.

If an item is unavailable after an order has been placed, we will contact the customer as soon as reasonably possible. The customer may be offered an alternative product, a partial shipment, cancellation of the unavailable item or a refund of the corresponding amount. No substitution will be made without the customer’s agreement.

3. Delivery Options and Estimated Times

Standard Delivery

Standard delivery within the UAE is generally expected within 2–4 business days after the order has been confirmed.

Same-Day Delivery

Same-day delivery may be offered for eligible products, orders and delivery locations.

Availability, order cut-off times, applicable charges and the estimated delivery window will be shown at checkout or otherwise communicated before the customer confirms the delivery option.

Selecting same-day delivery does not guarantee delivery at a specific hour unless a specific delivery window has been expressly confirmed.

General Conditions

Delivery estimates begin after order confirmation and do not include the date on which an order is placed unless expressly stated otherwise.

Delivery times are estimates and may be affected by product availability, public holidays, peak trading periods, weather, traffic restrictions, courier capacity, incorrect delivery details or other circumstances outside our reasonable control.

We will take reasonable steps to inform the customer of a material delay. Any mandatory consumer rights arising from delayed or non-performed delivery remain unaffected.

4. Shipping Charges

Free standard delivery is available for UAE orders with a merchandise subtotal of AED 100 or more, calculated after discounts and before any separately stated delivery or service charges.

For orders below AED 100, the applicable standard delivery charge will be displayed at checkout before payment.

Charges for same-day delivery, remote locations, oversized products or any special handling service will also be disclosed before the customer confirms the order. We will not impose an additional delivery charge after order confirmation unless the customer has been informed of the charge and has expressly agreed to it.

All charges displayed at checkout will indicate whether UAE VAT is included, where applicable.

5. Remote Areas and Oversized Products

Some remote locations may require additional delivery time or may not be serviced by all courier partners.

Large or oversized products, including certain ride-ons, playhouses, outdoor equipment and other bulky items, may require special handling or scheduled delivery.

Any additional charge or materially different delivery estimate applicable to the customer’s order will be disclosed before payment or separately agreed with the customer before dispatch. If the customer does not accept a subsequently proposed change, the affected order may be cancelled and any amount already paid for it will be refunded.

6. Courier Partners

Orders may be delivered by a licensed third-party courier acting on our behalf. Toy Station remains the customer’s point of contact for questions or complaints relating to the order.

We may share the customer’s name, telephone number, delivery address and other information reasonably necessary to complete delivery with the relevant courier, in accordance with our Privacy Policy and applicable UAE data-protection requirements.

The courier may contact the customer by telephone, SMS or another available communication method to confirm the address or coordinate delivery.

7. Delivery Address and Contact Details

Customers are responsible for providing a complete and accurate delivery address, including the emirate, area, building or villa number, apartment or office number, and a working UAE telephone number.

A request to amend an address should be sent to us as soon as possible. We cannot guarantee that an address can be changed after an order has been packed or dispatched.

We are not responsible for a delay caused solely by materially incorrect or incomplete information provided by the customer. However, we will take reasonable steps to help resolve the delivery issue.

8. Delivery Attempts and Unclaimed Orders

The customer should ensure that they or an authorised recipient are available at the delivery address and can be contacted using the telephone number provided.

If delivery cannot be completed, the courier may make a further delivery attempt or return the parcel to Toy Station. We will then attempt to contact the customer to arrange redelivery, collection, cancellation or another reasonable solution.

If redelivery results in an additional charge, that charge will be disclosed to the customer and must be agreed before redelivery is arranged.

Where an order is returned because the customer repeatedly could not be contacted, refused delivery without a lawful reason or supplied an unusable address, any refund or deduction of delivery costs will be handled in accordance with our Refund Policy and applicable UAE law.

9. Split Shipments

An order may be delivered in more than one parcel where products are stored separately or have different handling requirements.

The customer will not be charged more than the delivery amount confirmed for the order unless an additional service or charge has been separately disclosed and expressly accepted.

Separate parcels may appear as separate shipment notifications. This does not increase the total confirmed order value.

10. Inspection on Delivery

Customers should check the external condition of the parcel when it is delivered.

If the parcel appears materially damaged, opened or tampered with, the customer should note this with the courier where reasonably possible and contact Toy Station promptly.

Signing for or accepting a parcel does not remove any mandatory rights the customer may have in relation to damaged, defective, incorrect or incomplete goods.

11. Damaged, Defective, Incorrect or Missing Items

If an order arrives damaged, defective, incomplete or different from what was ordered, please contact us as soon as reasonably possible, preferably within 48 hours of delivery.

Please provide:

the order number;
a description of the issue;
photographs of the product;
photographs of the external and internal packaging; and
photographs of the shipping label, where relevant.

The 48-hour request helps us investigate the matter with the courier and does not remove any mandatory consumer rights available under UAE law.

After assessment, we may arrange collection, replacement parts, repair, replacement or a refund, depending on the circumstances and the remedy required under applicable law. Where the issue is attributable to Toy Station, the manufacturer or the delivery process, the customer will not be charged the reasonable collection or redelivery costs associated with the approved remedy.

Customers should retain the product and its packaging until we confirm whether they are required for inspection or collection.

12. Lost Orders and Material Delays

If tracking indicates that an order has been delivered but the customer has not received it, or if the order is materially overdue, the customer should contact us promptly.

We will investigate the matter with the courier and provide an update within a reasonable period. Depending on the outcome and applicable law, an appropriate solution may include continued delivery, replacement or refund.

13. Order Changes and Cancellation

Customers who wish to change or cancel an order should contact us as soon as possible.

We will attempt to accommodate the request, but cancellation or modification may not be possible after the order has been packed or dispatched.

Any cancellation, return or refund will be handled in accordance with our Refund Policy and applicable UAE consumer-protection law.

14. Events Outside Reasonable Control

Delivery may be affected by events outside our reasonable control, including severe weather, road closures, government restrictions, public emergencies, courier disruption or other events that could not reasonably have been prevented.

We will take reasonable steps to minimise the effects of such events and keep affected customers informed. This section does not exclude liability or restrict any consumer right that cannot legally be excluded or restricted.

15. Compliance Restrictions

We may decline or suspend a shipment where delivery would breach applicable UAE laws, trade restrictions, sanctions, public-safety requirements or restrictions imposed by the competent authorities.

Where legally permitted, we will notify the affected customer and process any applicable refund in accordance with the circumstances and applicable law.