Shipping & Delivery Policy
Last updated: October 26, 2026
Thank you for shopping with MYTOOGO. This policy explains how we prepare, ship and deliver orders from our collection of creative building gifts, surprise calendars, mini toys and collectibles. MYTOOGO is operated by RICH SOIL SUPPLY CHAIN CO., LIMITED, a Hong Kong company.
1. Order processing
We generally aim to process and prepare paid orders for dispatch within 1–3 business days after payment is confirmed. Business days exclude weekends and public holidays. Orders placed during peak shopping periods or requiring address, payment or shipping verification may take longer. If a significant processing delay occurs, we will contact you using the details provided at checkout.
Processing time is separate from the carrier's transit time. An order confirmation does not mean the parcel has already shipped.
2. Delivery destinations
Our principal shipping markets are the United States, United Kingdom and Australia. Available destinations and delivery methods are determined by the delivery address entered at checkout. We can only ship to an address for which the checkout provides an eligible service. Some remote areas or restricted postal codes may have different rates, delivery times or service availability.
3. Shipping methods and delivery estimates
Available services, shipping charges and any delivery estimates are displayed during checkout. Estimates depend on the destination, postal code, parcel weight and dimensions, carrier service, customs clearance and seasonal volumes. Transit time begins after the parcel is handed over to the carrier, not when the order is placed.
Estimated delivery dates are not guaranteed unless we expressly agree to a particular delivery commitment. However, nothing in this policy limits any legally required delivery deadline or your rights if goods are not delivered within the agreed or legally required period.
If you are ordering an Advent calendar or a gift for a special date, please order early. We cannot promise delivery before Christmas, birthdays or another occasion unless we expressly confirm that commitment.
4. Shipping charges
Shipping charges are shown at checkout based on your location, the parcel's applicable weight and dimensions, and the available service. The checkout total is presented for your review before payment. If free or discounted shipping is offered for a qualifying order, that offer and its conditions will be displayed at checkout; free shipping is not guaranteed for every order.
Orders containing multiple products may be shipped together or separately depending on fulfilment requirements. Where separate parcels are used, we will provide available tracking details. We will not charge additional shipping fees after checkout without your agreement, except for charges lawfully payable to a customs authority or carrier under the disclosed delivery terms.
5. Customs, duties and taxes
International parcels may require customs declarations and may be subject to import duties, VAT, GST, brokerage fees or carrier processing charges, depending on the destination, the classification and value of the goods, and the delivery terms.
Taxes and duties that MYTOOGO is legally required to charge at the point of sale will be charged or accounted for as required by applicable law. Where the delivery service offers prepaid import charges, the checkout or order information will indicate the applicable arrangement. Where charges are not prepaid and are lawfully payable by the recipient under the disclosed terms, a customs authority or carrier may request payment before delivery. Please contact us if a charge is unexpected, duplicated or inconsistent with your checkout details.
United States
Import duties, taxes and clearance charges may apply to goods shipped to the United States. Any amounts that MYTOOGO must legally collect or account for will be handled as required by law. Other charges, where legally payable by the recipient under the disclosed shipping arrangement, may be collected by the customs authority or carrier. Do not assume small imported parcels are automatically exempt from duties.
United Kingdom
UK VAT and import treatment depend on the value of the consignment, where the goods are located when sold and other applicable rules. For qualifying goods sold directly from outside the UK to customers in Great Britain in consignments worth £135 or less, the seller is generally required to charge and account for applicable VAT at the point of sale. Higher-value consignments may be subject to different import VAT, customs duty and clearance arrangements. We will comply with the taxes we are legally required to account for and will not treat every UK tax obligation as automatically payable by the customer on delivery.
Australia
Australian GST and import charges may apply depending on the nature and value of the goods and the seller's applicable registration and collection obligations. Where MYTOOGO is legally required to collect GST on low-value imported goods, it will be handled as required by law. Higher-value or otherwise dutiable consignments may also attract border charges under Australian rules.
European Union / other destinations (if available at checkout)
If checkout permits delivery to an EU country or another destination, the order may be subject to applicable VAT, import duties and carrier handling charges. The treatment depends on the destination and the delivery terms. Taxes that MYTOOGO must collect will be handled according to law; any legally payable recipient charges must be consistent with the disclosed shipping arrangement. Customs checks may affect delivery estimates.
6. Tracking your order
Once the parcel is dispatched, we will send a shipping confirmation email with a tracking number and link when the selected service supports tracking. Tracking details may take some time to become visible or update after the carrier receives the parcel. Please check your spam folder and the email address used at checkout if you do not see our message.
7. Address accuracy and changes
Please enter your complete name, delivery address, postal code, telephone number and email carefully. Contact us promptly if you notice an error. We will try to make changes before dispatch, but cannot guarantee that a carrier will accept an amendment once a parcel is in transit.
If a parcel is returned due to an address error or refusal of delivery, please contact us so we can discuss the available options and any reasonable additional costs permitted by law. Your statutory rights remain unaffected.
8. Lost, damaged or delayed parcels
If tracking has stopped updating, the parcel arrives damaged, an item is missing, or delivery is significantly delayed, please contact us with your order number and a short description of the issue. Photos of damage and any available tracking information can help us investigate, but are not a condition of legal remedies.
We will investigate with the carrier and provide a suitable remedy, including replacement, redelivery or a refund where required by applicable law. We do not automatically transfer the risk of loss to you merely because the parcel has been handed to a carrier. In particular, applicable UK consumer law generally keeps the goods at the seller's risk until they are received by the customer or their designated recipient, subject to limited exceptions.
9. Order cancellations and returns
Please contact us as soon as possible if you need to cancel or change an order. We may be able to accommodate the request before dispatch. Once a parcel is in transit, changes may no longer be possible, but any applicable statutory cancellation rights or remedies for undelivered, faulty or incorrect goods still apply.
For return eligibility, return postage, the authorised UK return address and refund procedures, see our Returns & Refunds Policy. Please do not send items to our registered office or to an unconfirmed address.
10. Contact information
Store: MYTOOGO
Operating company: RICH SOIL SUPPLY CHAIN CO., LIMITED
Registered office: Room 1009, 10/F, Front Block, Ming Sang Industrial Building, 19 Hing Yip Street, San Po Kong, Hong Kong
Customer service: zhengjting@gmail.com
Contact form: mytoogo.com/pages/contact
This policy is to be read together with our Returns & Refunds Policy and Terms of Service. Nothing here excludes or restricts mandatory consumer rights in the country where they apply.