FAQs | TOMY
FREE standard shipping on all Contiguous USA ship-to orders over $40

John Deere FAQs

Where can I find the instructions for my ride-on vehicle?

Additional vehicle assembly instructions can be located on this website under the appropriate item. Check out the Ride-ons section of our catalog for your particular model. If you are unable to locate the vehicle you are looking for please feel free to contact us. Click here to email us.

Where can I find the instructions for my ride-on vehicle?

Additional vehicle assembly instructions can be located on this website under the appropriate item. Check out the Ride-ons section of our catalog for your particular model. If you are unable to locate the vehicle you are looking for please feel free to contact us. Click here to email us.

What should I do if I have a defective product?

We apologize for the inconvenience. Unfortunately we do not stock replacement items or extra pieces for items purchased at a retail store. If you have a product that is damaged, defective or does not meet your expectations please return it with your receipt to the place of purchase for an exchange or refund. The return is subject to the discretion of the retailer. Please see our warranty information for further detail.

Where can I purchase replacement or backup batteries for my battery-operated ride-on vehicle?

Battery-operated ride-ons are manufactured by Peg Perego, and backup batteries and accessories are managed through their customer service group. To contact Peg Perego directly call 800-728-2108.

Where can I purchase backup batteries and parts for my remote-controlled (RC) tractor?

Batteries can be purchased at your local dealer. If you do not have a dealer in your area you can try one of the following resources:. RC2 Outlet Store 563-875-5613 www.rungreen.com www.hendrendeeretoys.com

What do I do if my pedal tractor is missing parts?

For information on missing parts for current model ride-on tractors you can email us. For older models, most replacement parts can be obtained through one of the following suppliers: Bossen Implement 563-924-2800 or Samuelson Pedal Tractor Parts 563-875-6222.

The axle on my John Deere wheelbarrow is defective. How can I get it fixed?

A design change has been made to the wheelbarrow. The holes were eliminated on the axle and extension pieces were added. The black extension pieces slip on to the axle. The extensions contain holes that the top of the wheelbarrow slide in to. The wood handles may need to be pulled a little to get the bolts in. The black extensions are strong enough for the recommended weight of the wheelbarrow.

How can I order a catalog?

John Deere toy and collector catalogs are available for purchase annually usually beginning in August until quantities are sold out. To have a form mailed to you email us. Please note the catalogs are for reference only. We do not sell direct to consumers.

Where can I purchase John Deere products for kids?

Thanks for your interest in our extensive line of products. Our website includes a retailer Store Locator that can assist you with your purchasing needs. The list includes retail and online stores in the US only. International customers can locate retailers by viewing our list of International Distributors. For online purchases you can try: www.rungreen.com www.hendrendeeretoys.com

For other John Deere products including diecast, collectibles and ride-ons visit your local John Deere dealer, or one of the websites indicated above.

Where can I submit my idea for a great new product?

Thanks for your interest in our company and our products; however, at the present time, RC2 Corporation is not accepting unsolicited inventor submissions.

Are there product instructions on your website?

Yes, this website has downloadable instructions for many of our products that require assembly or batteries. Simply use the Search field in the upper right-hand corner of this website to search by the product name or model number.

Any available instructions are located in the Product Documents section in the upper right-hand corner of the individual product page.

If you are unable to locate the instructions you are looking for, please feel free to contact us. Click here to email us.

How do I find out if any TOMY products have been recalled?

Click here to view any product recalls from TOMY.

I'm having trouble with the battery on my battery-operated ride-on vehicle.

Battery-operated ride-ons are manufactured by Peg Perego, and replacement information is managed through their customer service group. To contact Peg Perego directly call 800-728-2108.

Lamaze FAQs

Where can I purchase your products?

Thanks for your interest in our extensive line of products. Our website includes a retailer Store Locator that can assist you with your purchasing needs. The list includes retail and online stores in the US only. International customers can locate retailers by viewing our list of International Distributors.

Where can I return a defective toy?

We apologize for the inconvenience. Unfortunately we do not stock replacement items or extra pieces for items purchased at a retail store. If you have a product that is damaged, defective or does not meet your expectations please return it with your receipt to the place of purchase for an exchange or refund. The return is subject to the discretion of the retailer. Please see our warranty information for further detail.

How can I order a catalog?

TOMY does not sell directly to consumers and therefore does not have a consumer catalog available. Our website serves as our company brochure. To find retailers in your area go to our Store Locator and enter your zip code and the product you are looking for.

Where can I send my idea for a great new product?

Thanks for your interest in our company and our products, however, at the present time, RC2 Corporation is not accepting unsolicited inventor submissions.

What tips can you give me on proper battery use and installation?

  • Batteries should be installed and changed under adult supervision.
  • Non-rechargeable batteries are not to be recharged.
  • Rechargeable batteries are to be removed from the toy before being charged.
  • Rechargeable batteries are only to be charged under adult supervision.
  • Only batteries of the same or equivalent type as recommended are to be used.
  • Batteries are to be inserted with the correct polarity.
  • Exhausted batteries are to be removed from the toy and disposed of properly.
  • The supply terminals are not to be short-circuited.
  • Different types of batteries or new and used batteries are not to be mixed.
  • Do not mix alkaline, standard (carbon-zinc), or rechargeable (nickel-cadmium batteries).

Where can I find replacement Tunes Collection songbooks?

You can find replacement copies of the songbooks for Octotunes, Puppytunes and Eddie the Elephant Tunes on the product detail page of each item. See the "Product Library" section in the upper right-hand corner of the individual product page for replacement song books to print out.

Are there product instructions on your website?

Yes, this website has downloadable instructions for many of our products that require assembly or batteries. Simply use the Search field in the upper right-hand corner of this website to search by the product name or model number.

Any available instructions are located in the Product Documents section in the upper right-hand corner of the individual product page.

If you are unable to locate the instructions you are looking for, please feel free to contact us. Click here to email us.

What do you mean by "surface wash only"?

When we recommend surface washing, it means to use a damp cloth to clean your item. Also, we recommend surface wash with toys that have a squeaker, rattle, or musical appliance internally.

Unfortunately, if these are washed in a washing machine, they will become water-logged. We do not recommend any other alternatives to washing your item beyond what is stated on the tags.

Thomas & Friends Wooden Railway FAQs

Where can I find track layouts?

Track layouts for the Thomas Wooden Railway are available online. See current listing of track layouts, and check back periodically for new layouts to create even more fun on the Island of Sodor!

I can't find the Thomas & Friends track layout I'm looking for. What should I do?

All of our track layouts are interchangeable, so it's impossible to provide every combination of track design possible. Children and parents are encouraged to use their imagination to design creative layouts and play opportunities. Track expansion packs can be helpful when connecting various destinations and creating new layouts for your play system.

How come the track on my Figure 8 Set will not fit together properly?

There is probably an easy solution to your problem. Turn the track over (like a pancake). The tracks are double-sided and if they do not work in one direction they will work the other way. This should do the trick.

I have a defective item or my item is missing pieces. What should I do?

We apologize for the inconvenience. Unfortunately we do not stock replacement items or extra pieces for items purchased at a retail store. If you have a product that is damaged, defective or does not meet your expectations please return it with your receipt to the place of purchase for an exchange or refund. The return is subject to the discretion of the retailer. Please see our warranty information for further detail.

Should I glue the track together?

Gluing your track, or adhering your track to a board or surface is not recommended. The pieces are designed to be moved around and taken apart often. If you choose to glue them you will lose much of the play value of the toys. The pieces are designed to be moved around and taken apart often.

TOMY Brands manufactures new products every year, and if you glue the items down you will not be able to fully - utilize the play system.

The reason the stores have their sets glued down is to prevent theft and keep the display areas tidy.

How can I receive a catalog?

TOMY does not sell directly to consumers and therefore does not have a consumer catalog available. Our website serves as our company brochure. To find retailers in your area go to our Store Locator and enter your zip code and the product you are looking for.

Why do you retire engines and destinations? Where can I get a list of retired items?

TOMY prides itself on being the leading specialty toy manufacturer offering parents and gift-givers highly sought-after brands that inspire creative, imaginative play in children. We may from time-to-time retire products in order to introduce new and exciting products to the TOMY family.

View our Library of Engines and Vehicles to see when your favorite engine first pulled into the station, or when they retired for some much-needed rest!

See the Community section of the website for other Thomas Wooden Railway information as well.

How can I purchase a store's display for Thomas Wooden Railway

TOMY does not sell nor do we authorize retailers to sell our display merchandise. If for any reason a store does sell a consumer a display or display materials please be aware that these items have not been approved for home use. To see a complete listing of current items manufactured for home use please visit the Thomas Wooden Railway section of the website.

Why won't my battery-powered train freewheel?

The battery-powered train should freewheel. Put the engine on a hard surface and with the button in the off position, give the train a couple of pushes. When you do this apply some pressure to the train so that the clutch underneath the wheel can release. This should allow the train to freewheel.

How do I get information on the Day Out With Thomas program?

Day Out With Thomas events are sponsored around the country by the Thomas Licensor, HIT Entertainment. For available dates in your area visit Thomas & Friends Tours & Events

I have a great idea for your company! How can I tell you about it?

Thanks for your interest in our company and our products; however, at the present time, TOMY is not accepting unsolicited inventor submissions.

What tips can you give me on proper battery use and installation?

  • Batteries should be installed and changed under adult supervision.
  • Non-rechargeable batteries are not to be recharged.
  • Rechargeable batteries are to be removed from the toy before being charged.
  • Rechargeable batteries are only to be charged under adult supervision.
  • Only batteries of the same or equivalent type as recommended are to be used.
  • Batteries are to be inserted with the correct polarity.
  • Exhausted batteries are to be removed from the toy and disposed of properly.
  • The supply terminals are not to be short-circuited.
  • Different types of batteries or new and used batteries are not to be mixed.
  • Do not mix alkaline, standard (carbon-zinc), or rechargeable (nickel-cadmium batteries).

I live outside the U.S. - How can I purchase your products?

Please refer to our list of International Distributors. If your country is not listed you may order from an online retailer.

Are there product instructions on your website?

Yes, this website has downloadable instructions for many of our products that require assembly or batteries. Simply use the Search field in the upper right-hand corner of this website to search by the product name or model number.

Any available instructions are located in the Product Documents section in the upper right-hand corner of the individual product page.

If you are unable to locate the instructions you are looking for, please feel free to contact us. Click here to email us.

How do I find out if any TOMY products have been recalled?

Click here to view any product recalls from TOMY.

How do I change the batteries on the Fog Cars?

To replace the battery on the Fog Car, simply remove the screw at the rear bottom of the base. Lift off the top of the car from the rear.

Then, remove old batteries (disposing of them properly) and replace with two new 1.5V AG13 button cell batteries.

Finally, replace the top of car (front side first) and replace the screw.

I'm missing the ascending track in my new Gold Mine Mountain Set.

The packaging typically places the ascending track up inside of mountain riser. Please turn each mountain riser over and check for the track.

If you are still having difficulty please let us know and provide your shipping information and contact phone number.

My Harold the Helicopter with retractable pull does not have a magnet.

The Harold the Helicopter with retractable pull does not have a magnet. The retractable pull is made of metal and connects to the magnetized Cargo piece.

Harold is used to carry a cargo piece from place to place on the Island of Sodor. You can use Harold's propeller to raise and lower the retractable pull.

If Harold sees a broken-down train or car, he will fly away and find Harvey or Rocky to help get the train back on track. Harold loves to be useful and is a valuable part of Sir Topham Hatt's Railway System.

General FAQs

What if I have a question or problem about an order that I placed through your online store or catalog?

If you have a question or problem with an order you placed online at TOMY.com, please contact our Customer Care department via email 24 hours / 7 days a week, or at 800-704-8697 during office hours, Summer hours through September 1, Monday - Thursday 7:30am - 4:00pm CDT Fridays 7:30am - 12:25pm CDT

How do I return an item that I bought direct from www.tomy.com?

To receive a refund your return must be postmarked no more than 14 days from the date UPS delivers the package to you. All returned merchandise must be unused with original ticketing & tags attached. Shipping charges are not refundable.

  • All Online Returns must be sent back to our warehouse, located in Dyersville, Iowa.
  • All Internet returns will receive a refund issued in the original form of payment.
  • Gifts may be exchanged for merchandise or online credit. No refunds.
It is your responsibility to pay for the return shipping of unwanted items.

Please contact Customer Service for a Return Authorization number. 800-704-8697.

Please include a copy of your invoice and write the RA # on the outside of your package. Send your return via US Mail, Priority Mail, UPS or FedEx to:

TOMYSHOP / RETURNS
2021 9th St SE
Dyersville, IA 52040
800-746-7383

We are not responsible for return packages lost in transit. Be sure to get a tracking number or insurance for your return in the event the package is lost or misdirected.

Returns received without an RA # or beyond the allotted time will not be accepted and returned to you at your expense.
  • We do not pay for return shipping fees.
  • We Do Not accept returns for used merchandise
  • All Online returns must be sent back to our Dyersville, IA Warehouse
IT IS YOUR RESPONSIBILITY TO PAY FOR THE RETURN SHIPPING OF UNWANTED ITEMS

When do you charge sales tax?

By law we are required to collect sales tax on items being shipped to the states of Iowa and Illinois. Iowa residents must pay 7% and Illinois residents must pay 6.25%. Sales tax for Illinois residents (only) is calculated on both the product and the shipping charges.

I have a question before placing my web order, how do I contact you?

You can reach our knowledgeable Customer Care representatives by any of the methods listed below:

  • Contact us via email 24 hours / 7 days a week.
  • Fax us at (563) 875-8263 - 24 hours / 7 days a week. Please make sure that you include your name, phone number, and nature of question.
  • Call us at (800) 704-8697 during office hours, Summer hours through September 1: Monday - Thursday 7:30am - 4:00pm CDT Fridays 7:30am - 12:25pm CDT
Please note that we try to respond to all inquiries within one business day.

Ordering FAQs

How do I know that you received my order?

We will email you an order acknowledgement once you complete your online checkout.

How do you make shopping via TOMY.com secure?

We use a secure server to protect your ordering information as it comes to us via the Internet. This means that all information such as name, address and your credit card number enter in the checkout section of our online store is encrypted with Secure Sockets Layer (SSL). You are in direct communication with TOMY.com.

Payment FAQs

When will my card be charged?

We will charge your credit card for the correct amount when your order is released for shipment.

Note that this policy also includes Preorder items.

Can I fax or mail in my payment?

At this time we are only accepting online orders for product available at TOMY.com.

When do you charge sales tax?

By law we are required to collect sales tax on items being shipped to the states of Iowa and Illinois. Iowa residents must pay 7% and Illinois residents must pay 6.25%. Sales tax for Illinois residents (only) is calculated on both the product and the shipping charges.

What payment methods do you accept?

TOMY.com accepts VISA, MasterCard, Discover and American Express for payment of your order.

Shipping FAQs

How do I know when my order has shipped?

When ordering online, we will email you a shipping acknowledgement once we ship. Your shipments will include the tracking number on the email acknowledgement as well as the web address to check the status of the shipment.

What are your shipping policies?

Please refer to our Shipping Information page.