Customer Care

Bright Bean ships to Canadian provinces and territories only at this time. Shipping is FREE for orders over $35 (excluding furniture, oversized and bulk orders) to almost any location in Canada excluding remote territories and provinces.

For order values under $35, please use the following for freight costs:

• Standard (add 2 to 5 Business Days) - $6.95
• Priority (add 1 to 2 Business Days) - $13.99
• Rush (next Business Day) - $24.99

*Shipments to remote locations will be charged a different fee and can be reviewed during the checkout process. 

Shipping Times

Shipping times are based on the date the package leaves our location, not from when you make the order. We do our best to process orders quickly, but during peak seasons your order may take one to two business days to be packaged and shipped from our fulfillment centre.  Days are measured in business days, not including weekends or holidays.

Expedited shipping takes approximately 2-10 days and ExpressPost shipping usually takes less than a week depending on your location

Remote Areas

Remote locations are locations that Canada Post calls Air Stage Locations, places where mail must be airlifted for more than six (6) months of the year. Click here to view all postal codes and communities that are classified as Air stage locations.

There may also be additional shipping charges on orders depending on the size and bulk of the order. We will be sure to contact customers before any such charge is added, and we only do this very rarely.

Bright Bean is currently unable to accept returns from remote locations. If you have a problem with your order, please email hello@brightbeantoys.com or call 1-866-369-4022 to speak with a customer care representative.

Customers in remote locations can call 1-866-369-4022 and speak to a special customer care associate to learn more about our policies. Bright Bean Toys is trying very hard to offer the best service possible for our customers in remote areas.

Curbside PIck Up

Curbside Pick Up makes getting your order even easier and helps you save on those unwanted shipping costs! Note, this option is available for those in the Greater Toronto Area only.

To get curbside pick up, simply:

1. Place your order online and select Standard Shipping
2. Email hello@brightbeantoys.com or call 1.866.369.4022 for Pick Up requests
3. We will refund you the Shipping charge
4. Once your order is ready to pick up, an email notification will be sent to you letting you know the order is ready at our warehouse.
5. Pick up your order at 7-50 West Wilmot St. in Richmond Hill, Ontario.
6. Have your order confirmation number and ID ready for proof of purchase.

Please note: Items will be held for 7 days.  If no pick up has been made, we have the right to cancel the order and the items will return to stock. 

If you wish to cancel your order, simply email us at hello@brightbeantoys.com.

Curbside Pick Up Hours

Monday to Friday from 10:00 am to 5:00pm.  Not including statutory holidays.

Porch Piracy

Bright Bean is committed to ensuring every customer receives their order. We understand that package theft (Porch Piracy) is a frustrating reality. This policy applies to packages that carrier tracking confirms as "Delivered" (often with photo proof), but which the customer maintains were never physically received (Defined as Delivered but Missing, or DBM). Please note that Bright Bean retains liability until the item is successfully received by the customer, or until delivery is completed according to the customer's explicitly chosen secure method (Signature Required or Secure Pickup).

Customer Reporting Requirements:

1. Time Limit: The customer must report a DBM package within 7 calendar days of the carrier-confirmed delivery date. Claims reported outside this window may be denied.
2. Preliminary Steps: Before filing a claim, the customer must confirm they have performed a comprehensive search, including checking with neighbors, household members, and any designated safe drop locations.
3. Wait Period: Bright Bean requires a 48-hour waiting period from the time the DBM claim is filed to allow for potential mis-scans or delayed carrier returns.

Bright Bean Investigation and Compensation:

Upon receiving a DBM claim, Bright Bean will immediately initiate an internal investigation, using the carrier’s photo proof and geo-data to verify the attempted delivery location. We will file a claim with our third-party shipping insurance provider. Once the internal investigation confirms the package is likely stolen, Bright Bean guarantees that we will issue a full refund or send a replacement item, at the customer's discretion, following the timelines outlined in our internal matrix.

Deterrence and High-Value Claims:

For high-value orders (total value exceeding $150 CAD) or for any address that has previously filed an unverified DBM claim, Bright Bean requires the customer to provide a formal police report case number prior to compensation being finalized. This step is necessary for fraud deterrence and insurance documentation. Failure to provide a police report case number in these specified high-risk scenarios may result in the denial of the claim.

Returning a Product

Not completely satisfied with your purchase? Our goal is to make your shopping experience convenient, affordable, and enjoyable.

We accept returns of unopened and factory-sealed products up to 45 days after the date of purchase. To ensure a smooth process, please follow these steps:

1. Request an RA Number: Contact customer service at hello@brightbeantoys.com to obtain a Return Authorization (RA) number.
2. Photo Verification: For all "change of mind" returns, we require a clear photo of the sealed product to be sent with your request. This protects you by documenting the condition of the item before it is shipped.
3. Ship Your Return: Once you receive an RA number, please ship the item(s) back within 14 business days. After 14 days, the RA number will become null and void.

Important Condition Note: All returns are inspected upon arrival. Items returned with broken seals, opened packaging, or damaged retail boxes are subject to a 50% restocking fee. We reserve the right to deny a refund if the item is returned in a non-resaleable condition.

Refunds

We will notify you of your refund or credit via e-mail after we have received and processed the returned item.

• Eligible Returns: You can expect a refund or credit in the same form of payment originally used for purchase within 7 to 14 business days.
• Shipping Costs: Please note that we do not refund shipping costs on returns and/or exchanges unless there was a processing error on our behalf.

Damaged or Defective Products

If you have received damaged, defective, or incorrectly shipped merchandise, please notify customer service at hello@brightbeantoys.com within 48 hours of receipt of the order.

• During Delivery: If you receive a parcel that appears damaged in any way, please report a “Possible Hidden Damage” to the delivery agent before signing; they will register it on the freight bill.
• Reporting to Us: When reporting any damage or shortage, please provide your customer and order number (found on your packing slip) along with photos of the damaged packaging and product.

We make your online shopping experience safe and simple. We use a Secured Socket Layer (or SSL), which protects your credit card and order information. All prices are listed in Canadian dollars on our website.

Online payment options

We accept VISA, MasterCard, AMEX and PayPal.

Pay by Phone

If you’d rather pay directly over the phone, you can give us a ring at 1-866-369-4022 (phone lines are open weekdays, 8:30am to 5:30pm, ET). We’ll process your payment live while we chat. Have your VISA or MasterCard ready.

Gift cards and Glo Rewards Points

We offer easy-to-redeem gift cards and every customer is automatically enrolled in our glo rewards program. Earn enough glo rewards points and your next purchase might be free!

Payment Capture Policy

Like most major online retailers, Bright Bean Toys captures payment at the time of checkout. This industry-standard practice ensures that your transaction is secure and that your items are immediately reserved in our system for fulfillment.

Price Adjustment Policy

• Price adjustment requests will be honored when items are originally purchased at FULL RETAIL price and if the merchandise is then discounted within 7 days of the original purchase date.
• Sale and discounted items are not eligible for price adjustments.
• Coupons and webcodes offering discounts on your entire purchase cannot be applied toward previously placed orders or prior purchases, nor combined with other offers.

Price Change Policy

Prices advertised may be subject to error. If an item's correct price is higher than our stated price, we will, at our discretion, either contact you for instructions before shipping or cancel your order and notify you of such cancellation.

You've got questions. We've got answers. Here are some of the most common questions we get asked. If your question isn’t answered here, feel free to get in touch with us!  

How much does shipping cost?

Shipping is completely FREE on orders over $35 (for all of Canada with a few exceptions in remote locations). For orders under $35, furniture orders, oversized items, and bulk orders, shipping fees are calculated based on carrier shipping rates. We never charge handling fees and we don’t make a profit on shipping.

What are your payment options? 

We make your online shopping experience safe and simple. We use a Secured Socket Layer (or SSL), which protects your credit card and order information.

Online Payment Options

We accept VISA, MasterCard, and PayPal.

Pay by Phone

If you’d rather pay directly over the phone, you can give us a ring at 1-866-369-4022 (phone lines are open weekdays, 8:30am to 5:30pm, ET). We’ll process your payment live while we chat. Have your VISA or MasterCard ready.

Gift Cards and Glo Rewards Points

We offer easy-to-redeem gift cards and every customer is automatically enrolled in our Glo Rewards Program. Earn enough Glo Rewards points and your next purchase might be free!

When will my credit card be charged?

Like most major online retailers, Bright Bean Toys captures payment at the time of checkout. This industry-standard practice ensures that your transaction is secure and that your items are immediately reserved in our system for fulfillment.

Are the items on your website physically in stock?

Yes. Unlike many online "drop-shippers," we operate our own warehouse. The vast majority of items listed "In Stock" are physically sitting on our shelves ready to be packed.

What happens if an item I ordered is unavailable?

While we strive for 100% inventory accuracy, occasionally high demand or manufacturer discontinuations can cause a discrepancy. If we cannot fulfill an item in your order:

1. We will notify you via email immediately (usually within 1 business day).
2. We will issue a prompt refund to your original payment method for the unavailable item.
3. We will ship the remainder of your order to ensure you get your other items as quickly as possible.

Why was my card charged before the item shipped?

Standard e-commerce payment gateways (such as Shopify or Stripe) utilize a "Capture at Checkout" model. This allows us to process your order efficiently and protects the transaction. If any part of your order cannot be fulfilled, a refund is triggered immediately.

Do you price match with other stores?

Unfortunately we don’t price-match. But we do everything we can possibly think of to give you the best value for your dollar. In a lot of cases, that means our price is already the lowest out there!

How do you select your educational products?

We’ve identified 12 key learning goals that together cover the entire range of childhood development and education. We choose toys that help kids develop physically, cognitively, socially, and emotionally. We are also careful to select only the best quality, most fun, and most attractive toys (kids care about good design too!).

How do I redeem my Rewards Points?

Your can redeem points by signing into your account and then clicking on our Rewards Program Launcher on the lower right part of your screen.

When your rewards program pop-up appears, do the following steps:

1. Click on the link that says 'See rewards you can earn'. This will take you to your Rewards page.
2. In the Rewards page, cick 'Redeem' on the coupon that you would like to redeem.
3. Once you have redeemed your coupon, a section will appear with the coupon code that you will 'Copy' (an email will also be sent with the coupon code for safe-keeping).
4. You can use the coupon code that you have copied and paste the code during the checkout process.

If you do not have enough points to redeem, you will be able to see you progress until you reach your next points milestone. 

How can I return or exchange a product?

Not completely satisfied with your purchase? Our goal is to make your shopping experience convenient, affordable, and enjoyable.

We accept returns of unopened and factory-sealed products up to 45 days after the date of purchase. To ensure a smooth process, please follow these steps:

1. Request an RA Number: Contact customer service at hello@brightbeantoys.com to obtain a Return Authorization (RA) number.
2. Photo Verification: For all "change of mind" returns, we require a clear photo of the sealed product to be sent with your request. This protects you by documenting the condition of the item before it is shipped.
3. Ship Your Return: Once you receive an RA number, please ship the item(s) back within 14 business days. After 14 days, the RA number will become null and void.

Important Condition Note: All returns are inspected upon arrival. Items returned with broken seals, opened packaging, or damaged retail boxes are subject to a 50% restocking fee. We reserve the right to deny a refund if the item is returned in a non-resaleable condition.

Refunds

We will notify you of your refund or credit via e-mail after we have received and processed the returned item.

• Eligible Returns: You can expect a refund or credit in the same form of payment originally used for purchase within 7 to 14 business days.
• Shipping Costs: Please note that we do not refund shipping costs on returns and/or exchanges unless there was a processing error on our behalf.

Damaged or Defective Items

If you have received damaged, defective, or incorrectly shipped merchandise, please notify customer service at hello@brightbeantoys.com within 48 hours up receipt of the order. If you receive a parcel that appears damaged in any way, please report a “Possible Hidden Damage” to the delivery agent before signing and they will register it on the freight bill.  When reporting any damage or shortage to us, please provide us with your customer and order number, which can be found printed on your packing slip.

How does the Glo Rewards Program Work?

Click here to read all about our awesome glo rewards program. It’s pretty sweet.

How can I contact you?

You can contact us 8:30am to 5:30pm EST from Monday to Friday:

Phone: 1.866.369.4022

Email: hello@brightbeantoys.com

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Snail mail: 7-50 West Wilmot St., Richmond Hill, ON, L4B 1M5

Get directions to our office