Frequently Asked Questions (F.A.Q.)
Get answers to the most common questions about Hansa plush animals
What is the maximum weight that Ride-On Animals can safely support?
Hansa life-size Ride-On animals have exceptionally strong, yet lightweight, frames that provide ride-on experiences for children of all ages up to 150 pounds.
What age children are Ride-On Animals safe for?
The Recommended age for all Hansa animals, including Ride-On animals,is 3 years and up to comply with ASTM93 safety standards.
How much does shipping cost?
Standard Shipping for orders over $99 to the continental US is always Free. Shipping charges for faster service or destinations other than the continental US are calculated as items are added to your cart and displayed clearly. We will find the most economical and safe way to ship your order, usually via the United States Post Office (USPS) using Priority Mail. Please see our Shipping Information Page for more details.
What are "Handling Charges"?
Certain items, because of their size or weight are excluded from our Free Shipping policy and are subject to oversize/overweight charges. These charges are clearly indicated at the time of order, and cover the high cost of shipping by common carrier using required lift gates and performing inside delivery. After your order has been confirmed, we will contact you regarding delivery particulars including convenient delivery days and times at your home or office, and to confirm whether or not you have a loading dock and need assistance with delivery inside.
Please Note that if your order includes more than one animal each having a separate Handling Charge, these charges will very likely be greatly reduced if we are able to consolidate (place on a single pallet) two or more of the animals on your order. At the time of order, our system will calculate the total handling charges for each individual animal, but once we've confirmed you order, we will reduce the handling charge if possible, based on our ability to consolidate you order.
How can I reach Customer Service?
The team at HansaToyStore is dedicated to taking care of our customers. We glady help with all of your concerns and requests including trouble with shipping, changes to orders and information about products. Our friendly staff is available by e-mail and always just a phone call away - 516.665.2730. Status of your order can be checked 24/7 by visiting hansatoystore.com and clicking on the Your Orders link. Order status includes tracking #'s for your shipments with automatic links to the carriers web sites.
Do we accept Purchase Orders?
Yes, HansaToyStore accepts purchase orders from Educational Institutions and Museums. Please fax your PO to: 516.855.0689 or click here for more information.
What do we with your personal information we receive on orders?
HansaToyStore respects your privacy and keeps all information collected during the sign-up and order process completely private. We do NOT share, sell or give away any of your private information to anyone for any reason. This especially includes your e-mail address and credit card information. Our systems are secured using 256-bit SSL encryption and are protected by firewalls and other security tools.
How do you know that your order was received by HansaToyStore.com?
As soon as you complete your order, HansaToyStore will send you a confirmation e-mail containing all of the important informaiton about your order. If you DON'T receive this confirmation e-mail, it's probably because it went into your SPAM folder. Please call or e-mail us right away to confirm that your order is OK.
When does my credit card get charged?
Your credit card will NOT be charged until we ship your completed order. When you place your order on-line, HansaToyStore.com gets only an authorization from your bank, but no charge goes on your credit card at that time. When we process your order, pack it and actually ship it, you'll receive a shipment confirmation e-mail and that is when your credit card is actually charged. In the case of partial shipments, your credit card will be charged only for the cost of the items being shipped. When the remainder of your order ships, the balance due will be charged to your card.
What happens if I refuse a package?
We charge a 25% restocking fee plus shipping charges on your credit card for any refused or returned packages.
Can I return my order?
We gladly accept returns for all of our products. All products returned must be in their original packaging and in resalable condition. There is a 25% restocking fee plus shipping charges for all returns.
What Credit Cards do you accept?
We accept VISA, MasterCard, Discover and American Express. Please make sure to enter your exact billing information (first, and last name, billing address, and credit card number and expiration date) as it appears on your credit card statement. PLEASE NOTE: We will only ship to the same address as the credit cards bill billing address.
Do you accept PayPal?
Yes, we gladly accept PayPal for all orders, domestic and international..
Do you accept BitCoins?
Yes, we gladly accept BitCoins for all orders, domestic and international..
Can I fax in my order?
Yes. You can order via the internet, e-mail or fax your order in. Fax in orders to 516.855.0689.