Shipping policy

Shipping Policy

This policy applies to orders placed on jaystoysandgames.com with Jay’s Toys and Games, operated by Jay’s CD and Hobby LLC (“we,” “us,” “our”). A plain-English summary is published in our Help Center. If the summary and this policy ever differ, this policy controls.

1. Where We Ship

We ship to addresses in the United States, including all 50 states, Washington, D.C., U.S. territories, and APO/FPO/DPO military addresses.
We do not ship internationally at this time.

2. Processing Times and Cutoffs

In-stock orders ship from our warehouse in central Iowa within one business day. Business days are Monday through Friday, excluding holidays.
In-stock orders placed before 12 PM Central Time on a business day ship the same day. Orders placed after the cutoff, on a weekend, or on a holiday ship the next business day.
Orders with Collector Care™ (Section 6) go to the front of the packing queue and ship the same business day when placed before 2 PM Central Time.
Pre-order items ship the day they arrive at our warehouse. See our Pre-order Policy.
Orders containing both in-stock and pre-order items ship in two shipments: in-stock items ship right away, and all pre-order items ship together once the last pre-order item arrives. Shipping is charged on each shipment.

3. Carriers, Rates and Delivery Times

You choose USPS or UPS at checkout. Rates are calculated from the carrier’s rate for your address and package, plus a handling fee, and the total is shown before you pay.
Flat-Rate Collector Shipping: orders with a subtotal of $200 or more qualify for $7.95 flat-rate shipping.
Where a product page states that an item ships free, that offer applies to that item only and is shown at checkout.
Delivery estimates are provided by the carriers and are not guaranteed. Most packages arrive within 1–5 business days of shipping, depending on the destination. Shipping to Alaska, Hawaii, U.S. territories and military addresses can take longer.
We are not responsible for carrier delays caused by weather, natural disasters, carrier capacity, or other events outside our control.

4. Oversized and Heavy Items

Certain large or heavy items ship at a different rate based on their size and weight. These items are excluded from Flat-Rate Collector Shipping and from other shipping promotions at our discretion. The shipping cost shown at checkout for these items is accurate and binding.

5. Packing and Tracking

Every order is checked and packed by our own team. Figures are bubble-wrapped, braced and boxed with proper void fill. We do not ship carded figures in padded mailers.
Your tracking number is emailed when the shipping label is created. The carrier’s tracking page can take several hours to show the first scan. If it still shows “label created” the following business day, contact us and we will follow up with the carrier.

6. Collector Care™

Collector Care™ is an optional $2.50 add-on you can select at checkout. It provides:

Priority processing. Your order moves to the front of our packing queue and ships the same business day when placed before 2 PM Central Time. Orders placed after that time ship first thing the next business day.
Transit protection. If your package is lost in transit or arrives damaged before the carrier’s delivery scan, we replace it, or refund it in full if a replacement is not available. No carrier claim is required from you.

Collector Care™ does not cover:

Existing flaws on items sold as “Damaged Box,” “Store Display,” or any condition other than “New.” Only new damage that occurs in transit is covered.
Theft or loss after the carrier records a delivery scan.
Carrier delays. Collector Care™ speeds up our handling, not the carrier’s transit time, and it does not upgrade your chosen shipping service.

Collector Care™ is optional, is not an insurance policy, and does not replace any rights you have under state or federal law. The fee is not refundable once the order has shipped.

7. Damaged or Lost Packages Without Collector Care™

If an item arrives damaged, contact us within 7 days of the delivery scan with photos of the item and the shipping box, and we will replace, exchange or refund it. See our Refund and Return Policy.
If tracking never shows a delivery scan, contact us. We open a trace with the carrier and replace or refund the order once the loss is confirmed.
Once the carrier records a delivery scan, loss or theft after delivery is not covered. If package theft is common in your area, we recommend delivery instructions, a signature requirement, or holding the package at the carrier’s location, all of which can be set from the carrier’s tracking page.

8. Addresses and Undeliverable Packages

You are responsible for providing a complete and accurate shipping address. Contact us as soon as possible if it needs to change; we can update it any time before the order ships.
Packages returned to us as undeliverable, or refused at delivery, are handled as returns under our Refund and Return Policy. The refund excludes the original shipping charges and a 10% restocking fee.

9. Local Pickup

Local pickup is free at our Southside Des Moines, West Des Moines and Ankeny stores. Choose the store at checkout.
We email you when the order is on the shelf. Bring your order number and a photo ID matching the name on the order.
To have someone else pick up for you, reply to the ready-for-pickup email from the address the order was placed under and name that person. They will need their own photo ID.

10. Policy Changes

Shipping rates, handling fees and this policy may change without notice. The rates shown at checkout apply to your order.

11. Contact

For any shipping question:

Email: orders@jaystoysandgames.com (include your order number)
Phone: 515-706-9233
In store: visit any location during business hours.

Last updated: September 8, 2026