Returns & Exchanges

Fast, Easy Returns

Decided on a different model or product? Bringing back a gift that wasn't perfect? Experiencing buyers' remorse? No worries. Whatever the reason, we aim to make returns and exchanges simple, convenient, and safe. Learn how to do returns and exchanges below. Item(s) are available for return once they have shipped. A store credit, excluding shipping charges, is available on unused and uninstalled merchandise (with the exception of personal use items as indicated below) within 4 days of receiving/ delivery to your location.

IMPORTANT: You have 4 business days from receipt of shipment to report damage or loss that was not noted at the time of delivery to our Returns Department at info@tfhcanada.ca   At that time, we will arrange for a replacement or store credit. After 4 business days, we are not able to refund or replace for shipping damages or loss during transit. 

What can I return?

Most purchases from TFH Special Needs Toys can be returned for credit or exchanged within 20 days at your expense (see below). 

NO Exchange or Return for items that are Personal Use in nature - this includes but is not limited to chew items, fabric-based products, wearable items, and all products that have been altered or damaged from improper use. We accept only unused/unassembled items in a resalable condition. Items Marked Final Sale or are Custom Made are not eligible for credit or exchange.

Once you have a Return Authorization Number from info@tfhcanada.ca:

  1. Pack everything up: Make sure the product is in all original packaging, and that you include all the parts of the product, including original accessories and any bonus items (if applicable). Pack everything up in a box with your Return Authorization email code noted on the outside of the packaging, then seal it.

  2. Ship it back to us: Return freight is the customer's responsibility unless an item was sent to you in error. All items must be returned by the same carrier that delivered them. Return freight/shipping must be prepaid. If merchandise is shipped out for return within 4 days of delivery in a resalable condition, you will receive a credit for the full value of the merchandise (less shipping charges). If a return is initiated after 5 days but less than 19 days, a restocking fee will be charged. Some items offer free shipping on the original delivery. For these items, the actual cost of shipping the item to you will be deducted from your refund.

Restocking fees are:
5-19 days - 40% of the product value
Sorry, no returns for credit will be accepted after 20 days.

All returned merchandise should be packaged securely to prevent damage and shipped prepaid, preferably insured, via Canada Post or your preferred courier company to the address below.

If you feel an item is defective we would like to replace or assist you to ensure the product works as intended. 

Please send returns to:
TFH Canada - Returns Department
Return Authorization Number #
1750 Plummer Street
Unit 16
Pickering, Ontario L1W 3L7

Unauthorized returns will NOT be refunded under any conditions.

Does TFH Canada do replacements? 

We can only replace the exact item and version you ordered, and only if it is a manufacturing defect.

Returning Large Items Delivered by Common Carrier


Before signing the bill of lading: Please inspect your merchandise presented by the trucking company. If there is obvious damage to the merchandise, please document this damage on the bill of lading before the driver leaves. Any package defects such as tears, punctures, crushing, water damage or placement of the item wrong end up may indicate concealed damage. Please keep all packaging until you have determined the order is acceptable.

During delivery: If you see obvious damage you may refuse the shipment and note the reason for the refusal on the delivery paperwork. Call us at 1-877-509-7524 to arrange for a replacement. You will not be charged for shipping and handling on your replacement order.

After you have accepted delivery: If you discover a problem, quick connect at info@tfhcanada.ca within 4 business days. We may be able to resolve the problem without a return. Please retain all packing material and boxes until you have verified the satisfactory condition of your purchase.

Replacement Parts

We carry replacement parts for many of the items we carry and can often help with replacement parts for a nominal fee. Please call 1-877-509-7524 for assistance.

TFH Canada reserves the right to change this Return Policy at any time.