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Customer Care

Frequently Asked Questions

Work From Home Program

My company has a designated work from home program set up with Grand & Toy, how do I log in?

Please refer to your company’s internal communication for instructions on accessing your work from home program. You must log in using your company’s credentials to shop your exclusive program. Please chat with a Grand & Toy customer care representative if you need further assistance. Chat now

My Account

How do I create a new account?

Click here to see which plan is best suited for you.

What do I do if I forgot my password?

Click the 'Forgot your password?' link on our Account Sign In page, then enter your username and email address and we will email you your login information.

Still having trouble? Chat with our Customer Care team.

Order Tracking

How do I check the status of my order?

You can view information about a particular order by logging in and clicking 'Order Tracking' under the 'My Account' icon. Orders can be located by using the filter option to search by date range, PO number or Order number.

When will my order arrive?

We strive to ship most products within 1 to 2 business days to locations within local trade zones. If your order originates outside local trading areas, it may take 3 to 5 business days.

We will notify you of your estimated delivery date when you place your order. Deliveries are made Monday through Friday. Delivery times are subject to holiday delivery schedules, inclement weather and acts of nature. Some items may not be available for next business-day delivery. Where applicable, we will provide estimated delivery time frames and backordered product notifications displayed under the product description. We'll keep you informed of your order status changes by sending you emailed communications.

If you'd like more information before ordering or your product doesn't arrive within the expected time, please contact our customer care team.

Order Assistance

Can I return items that I have purchased?

Returns are possible if the item purchased is eligible for return, is within our policy number of days and is in unopened sealed condition. Please visit our terms and conditions here.

How do I process a return?

Log in and click 'Orders' and then 'Returns' under the 'My Account' icon.

Please have your order number and ship to account number handy. This information can be found on the packing slip received with your order or you can find these details within your order tracking history.

An item I received is damaged, how do I get a replacement?

You can process a damaged or defective return by logging in and clicking 'Orders' and then 'Returns' under the 'My Account' icon. We'll ask if a replacement product is required. If you select 'Yes', a replacement order will automatically be sent to you.

Please have your order number and ship to account number handy. This information can be found on the packing slip received with your order or you can find these details within your order tracking history.

An item I received is incorrect or not what I ordered. How can I receive the correct item I purchased?

You can let us know that an item is missing from your order by accessing our return tool. This can be found by logging in and clicking 'Orders' and then 'Returns' under the 'My Account' icon.

You should then select 'Are you missing something from your shipment?' You will then be asked if you received an item in error and if a replacement is required.

Based on your answers, we'll do the rest!

Have your order number and ship to account number handy. This information can be found on the packing slip received with your order or you can find these details within your order tracking history.

How will I be refunded/credited for returns?

Refunds and credits will be issued when the returned product is received by Grand & Toy, and will be made via your original method of payment.

How do I cancel an order?

Please contact our customer care team by phone or chat.

Why was my order or an item in my order cancelled?

Your order or an item in your order was probably cancelled due to not having available stock. While we strive to maintain the availability of all items on grandandtoy.com in our warehouse, so you get your order quickly, this is not always possible. There are rare cases where products sell quickly and sustaining the inventory can be a challenge. In these situations, your item may not be available to ship and may be cancelled. We understand how frustrating this can be and apologize for this inconvenience.

For assistance with a cancelled item or order, please contact our customer care team.

How can I obtain a safety data sheet (SDS)/ material data sheet (MDS)?

PDF formats of related product documentation, if available, can be found within the product detail page under 'More information'.

What methods of payment are accepted for online orders?

The following major credit cards - VISA, American Express, or MasterCard, Visa Debit - are accepted.

If you are a registered business customer not paying by credit card, the following options are available. Payment terms are 'NET' 30 days from date of invoice. Invoices unpaid by the due date are subject to a late payment charge and may also result in delayed delivery of subsequent orders.

How do I get a copy of my invoice?

You can get a copy of your invoice by logging in and clicking 'tools' and then 'e-invoicing' under the 'My Account' icon.

Can't find the e-invoicing tool? Contact customer care and we'll enable this feature for you!

General Account Assistance

How do I update my user profile?

You must be signed into your account to edit personal information

Access your profile details by clicking on 'Account' under the 'My Account' icon. You can then edit your profile including changing your password from the 'Edit Profile' menu

How do I update my address?

If you need to make permanent changes to your account billing or shipping address, please contact our customer care team.

For a temporary or one-time delivery address change when checking out your orders, click on the box titled, 'New Alternate Address', and fill out the fields to update your information.

How do I update my credit card?

You must be signed into your account to edit personal information

Access your online Wallet by clicking on 'Account' under the 'My Account' Icon. You can then edit your saved cards from the 'Manage Credit Cards' menu.

How do I set up a subscription?

You must be signed into your account to enroll in a subscription. Then follow these instructions:

  • Select item(s) you would like to automatically reorder
  • Select 'Subscribe', 'New Subscription Order' or 'Add to An Existing Subscription' and click 'Subscribe Now'
  • Follow the steps to name your subscription order and set order frequency
  • Click 'Next' confirm your subscription order, payment and delivery details
  • Review and accept the program terms and conditions
  • Submit your subscription

To edit, manage and view your subscription details, go to 'My Subscriptions' under your 'Accounts' menu at the top page menu when signed in.
After your first subscription order, you'll receive an email with your order status.

For more information visit our Subscription FAQ's : https://www.grandandtoy.com/dcr/sites/core/subscription-program.aspx

How do I set up a custom ordering list?

You must be signed into your account to create or edit custom lists.

Custom lists can be located by clicking 'Custom List' under the 'My Account' icon. To create a new list, click on 'Create A New List'. Other options include view 'My Lists' or view 'All Lists'. Upon opening a list you'll have the ability to edit them by adding or removing products.

How does the Dashboard feature work?

The Dashboard provides an at-a-glance view of important tools and features based on your ordering priorities. Drag and drop your most used features right into your homepage for a customized view.

Does Grand & Toy offer printing services?

Yes, we do! Our printing services help improve visibility and control of your print processes, to make your business more profitable and efficient.

You must be signed into your account to access this service. You'll then find Print Solutions under the 'Services' menu.

My order total exceeds the minimum qualifying amount to apply a promo code, why am I seeing an error message?

Please review the terms and conditions located, at the bottom of the promotional email you received, or on our website. Some products may be exempt from the promotion.

Still need help? Please contact our customer care team by phone or chat.

How do I opt in to receive marketing emails?

Simply log in and click 'Account' under the 'My Account' icon. From there click on the 'Edit Profile' menu and you'll be able to edit your profile including updating your 'Subscription Information,' to opt in or out of marketing emails.

Contact Us


Customer Care

Need Assistance? We Can Help

Online

Connect live with a Customer
Care Representative

Monday - Friday
8:00 AM - 7:30 PM EST

Email

customerservice@grandandtoy.com and we will get back to you.

Please allow 8 business hours for your inquiry to be processed.

Call

1-866-391-8111 to speak with a Customer Care Representative

Monday - Friday
7:00 AM - 7:30 PM EST


Corporate Head Office

Grand & Toy
200 Aviva Park Drive
Vaughan, ON L4L 9C7

Telephone:
416-401-6300

Email:
generalinquiries@grandandtoy.com