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Thank you for shopping with  

Our goal is to make your shopping experience easy, fast and enjoyable. The answers to our most frequently asked questions are listed below.  


This website is protected with SSL (secure socket layer) encryption, the highest standard in Internet security on all pages. Most websites only use SSL Encryption on the checkout pages, to provide you with additional security we use SSL on every page of the Toy Universe website.

We use PAYPAL as our payment gateway to process all of our credit card payments to ensure the safety and security of your payment information.


I want to pick-up my order, how do I do this ?

As we are an online only store our products are only available for shipment. If you are in a hurry, Self-Pickup is available @ Bricks Smart Cheras and Puchong.


Has my Order shipped ?

We aim to dispatch your order as soon as possible after it is received.

Orders  placed prior to 10am are shipped the same day. Orders placed after 10am are shipped next business day.

Please note that orders do not ship on Saturdays, Sundays , Public Holidays and Monday.

You will receive an email when your order leaves our warehouse. You can also view the status of your order in the My Account tab of our home page.

Please Note : as your shipping confirmation email contains a link to track your order, please check your spam folder if you have not received this email.


Can I cancel or change my order once I have paid ?

No, in order to offer our customers a fast and reliable service orders are processed immediately that they are received.

As changes are not possible once your order is placed, please ensure you check your address and order details are entered correctly.

How do I track my order ?

Once your order is shipped, you will receive an email with a tracking number. Please note if you have not received this email, please check the spam folder in your emails as it contains links to track your order and some email systems mark this as spam.

If you can't track your order, contact us and we can do this for you.


My Tracking Number says it's Invalid ?

Courier services take at least 24 hours to update tracking numbers online, once this time has passed you should see your order moving through the delivery system. If your tracking number is still showing as Invalid 1 business day after it is shipped please contact us as occasionally technical issues may prevent a tracking number from showing online.


My Order was returned to you because of an incorrect address

We ask all customers to carefully check the address for orders as a re-shipment fee will apply for re-shipping an order if it is returned due to incorrect addressing. If you notice an incorrect address has been entered please contact us as soon as possible so we can attempt to amend it prior to shipment, once your order is labelled with an address it cannot be amended.


My order is late or it never arrived.

Track your order by using the tracking number contained in your shipping email, whilst our carriers are required to notify you when they have attempted delivery, occasionally your order may be waiting at the local Post Office or courier depot for pick up . If you aren't able to track your order or you have not been notified of its location please contact us and we will locate your parcel for you.


My Order was returned to Plays Smart as I didn't pick it up from the Courier Office

As the majority of our delivery with Courier Service, if your order is taken to the Courier Office for collection please ensure it is picked up within 10 business days. a re-shipment fee will apply for re-shipping an order if it is returned due to non pick up.


An item is missing or incorrect in my shipment.

We make every effort to ensure all your products are correctly delivered, however sometimes mistakes are made - don't worry - we will cover all the costs involved in getting the correct or missing product to you as soon as possible. Contact us and we will fix the issue immediately.

Occasionally, items are shipped in separate shipments, if an item is missing from your order it may be in a second parcel, please check your tracking as tracking will show multiple boxes.


I don't want the product anymore and wish to return it.

Please see our Returns section here.



How much will shipping cost ?

Standard shipping is a flat fee of RM10 per order Peninsular Malaysia wide including bulky items.

Some remote region postcodes are excluded from our standard shipping and a live quote will be provided for those customers living in remote region zones. 

International shipping is calculated in the checkout and cost will depend on your location, items in the order and the service you choose.

Where do you ship to ?

We ship products within Malaysia only by courier service.

We also ship to Worldwide.

At this time we do not ship products to any other countries except by request. If you need a product shipped outside of the above countries please contact us for a shipping quote.


Do you offer Express Shipping ?

Express Shipping is available to metropolitan areas of Malaysia and where available in regional areas. If your location has Express Shipping available this option will appear in the Shipping section of the checkout.

My question wasn't answered here, how do I contact Customer Service ?

Our customer service team is here to help with any questions you may have. You can email us at any time, our team monitors emails at all times.

You can use our LiveChat system during business hours of Tuesday to Sunday 11.30am to 5.30pm. 

If you need to speak with the customer service Team please call 016-******* during business hours of Tuesday to Friday 11.30am to 5.30pm.