Frequently Asked Questions
How does it work?
At Toy Hermit, you can borrow toys and games from our library to keep your kids entertained and learning.
Every toy and game is checked and cleaned (to CDC standards) before we pack them up and send them your way.
At Toy Hermit we are building the largest online library of curated toys and games for children of all ages and you can even request to add more toys of your choice! (explore here)
How many toys can I get at a time?
There's no limit to the number of toys you can get in a month.
Based on your membership level, you get a credit of 100 or 200 Shells, which you can use to borrow 2-8 toys at a time (worth $100 or $200 in retail value).
You can also supercharge your membership to increase the total number of Shells and hence the total number of toys you can borrow at a time.
You can keep each toy for as long as you want or replace toys as often as you want.
How often can I get toys?
You can return and borrow as frequently as you'd like!
You can exchange borrowed toys and games as many times as you want - we encourage exchanging at least 1-2 times to keep kids engaged and learning.
We are continuously working on adding more toys and games to our library to give you a wider selection to choose from.
Multiple delivery options are available to fit everyone's needs.
How can I start borrowing toys and games?
Sign-up for our membership and you can immediately start requesting toys on our website.
How do I cancel my membership?
You can cancel anytime by contacting us at support@toyhermit.com or 858-800-2357 or messaging us through our chat on the website!
Any borrowed toys must be returned before you can cancel your account.
Please allow us at least 24 hours to process your request - ahead of your new billing cycle, so that you are not charged for the next month.
I'm traveling, can I pause my subscription?
Yes, we understand every family have travel plans over holidays throughout the year, hence we offer an option for you to pause your membership for up to 2 weeks at a time - once each calendar quarter. Just email us at support@toyhermit.com to request for a pause!
You do NOT need to return any borrowed toys before pausing.
Please allow us at least 24 hours to process your request.
Borrowing Toys
How do I choose toys/games?
Browse our growing library of toys and games here. You can filter toys by age group and type of toys, skills, and more.
From educational wonders that ignite creativity to award-winning favorites, we have everything to keep your kids entertained and learning.
How do I borrow the toys/games I like?
You need to be logged in as an active subscriber to access the borrow button located on the toy/game's detail page.
Once logged in, you can simply click on borrow button to send us the request. As long as you have sufficient shells balance, we will approve your request and process for delivery.
If you encounter any difficulty with requesting toys, please email us at support@toyhermit.com
We process all requests within 1-2 business days.
How do I receive the toys/games ?
We will process your request within 1-2 business days and deliver to you as per your delivery option selected.
Occasionally, it might take us longer to deliver the toys when we have to order additional inventory. We will notify you of any potential delay when we process your request.
What if I don't find what I'm looking for?
We add toys and games regulary to offer more variety for each child and would love to hear about other fun and engaging ones from you.
You may request addition of new toys to the Library using the request form at the bottom of the Library page.
I noticed the value of toys/games listed in Shells. Does it matter when choosing toys to borrow?
We use Shells - our fun currency for borrowing toys and games. Instead of limiting a customer to get 2 or 4 toys at a time, we give flexibility to each customer to borrow them based on their value. This also allows customers to Supercharge their accounts with additional Shells so that they can borrow more toys at time.
You can find your current Shells Balance on your account page and accordingly request for more toys and games.
What are the Volume Points for?
For customers signed-up for Bulk Shipping option, each shipment has a limit of 1 cu ft volume (typically 4-6 medium sized toys).
We have assigned Volume Points to each toy and game in our Library for you to easily identify the total volume of the toys you are requesting. A total of 100 volume points is equivalent of a full 1 cu ft box. Volume points already account for packaging and odd sizing of some toys.
For how long can I keep the toys/games I borrow?
You can choose to keep the toys that your kids like for as long as you want.
Can I get more toys/games without returning the previously borrowed toys?
Yes! You can get more toys and games from our library even if you have used your Shells balance and are not yet ready to return any of the borrowed ones.
This is part of our commitment to wallet-friendly and Eco-friendly fun with maximum flexibility for parents.
Checkout our Supercharge option for more details.
Can I buy Shells to get toys/games?
Best way to earn more Shells is by contributing toys that your kids have outgrown.
You may also buy Shells.
Checkout our Supercharge option for more details.
Are the toys/games clean?
Absolutely! We use UV Lamps, ultrasonic water bath, and non-toxic, environmentally friendly, anti-bacterial wipes/solutions to clean each toy and game that we receive.
Our cleaning and disinfection process meets CDC cleaning standards to ensure that 99.9% of germs are removed.
Returning Toys
How can I the send toys/games back?
1. Pack all the toys in a box
- Please make sure to include all parts and pieces
- For shipping, please make sure that the box size does not exceed 1 cu ft (examples: 12in X 12 in X 12 in, or 18in X 12in X 8in, or 24in X 18in X 4in).
2. Paste a Return Label
- For customers with Free Home Delivery option, just message us at support@toyhermit.com to arrange for a pick-up date & time.
- For free drop-off at your nearest Toy Hermit Location please download and use this label.
- For customers with bulk shipping option, please use the form on Returns page to request for the shipping label. Please note that you will need to be signed-in to your account to access this page.
If you have any questions or need a helping hand, don’t hesitate to reach out to us at support@toyhermit.com.
Do I need to clean toys/games before sending?
No. We clean and disinfect each toy and game we receive, so you can enjoy them worry free and simply send them to us when done playing.
Our cleaning and disinfection process meets CDC cleaning standards to ensure that 99.9% of germs are removed.
I forgot to send some pieces of the toy/game . What should I do?
Please inform us about the toys with missing pieces by emailing us at support@toyhermit.com.
You can send us the missing pieces at your earliest convenience, so that we can complete it and give you credit for that return.
My child broke the toy/game accidentally. What should I do?
No worries! We understand accidents happen.
Reasonable wear and tear is included in our membership plans. We stock durable toys so incidents of excess damage are rare.
Just get in touch if an accident occurs. Depending on the extent of damage you might have to pay for a replacement or replace it yourself.
Please feel free to email us at support@toyhermit.com for any help in such situations.
Delivery Options
What are the 3 delivery options?
Depending on where you are located, we have a different delivery option for you:
- FREE Home Delivery - available to most customers in San Diego zip codes. Check Locations page to confirm your zip code's eligibility.
- FREE Pick-up and Drop-off from our partner UPS locations - for customers near one of our partner UPS locations
- Two pre-paid bulk home deliveries for a discounted $15/mo - for customers outside of coverage of Options 1 and 2.
I am eligible for free home delivery, how will I get and return toys?
Hi, Neighbor! We personally delivery and pick-up returns from your doorstep.
When you are ready to return your borrowed toys and games, just reach out to us at support@toyhermit.com to schedule a pick-up.
I live near one of the Toy Hermit's partner UPS locations, how will my borrowing and returns work?
You can sign-up for FREE pick-up and drop-off from one of our partner UPS locations:
- When you sign-up, we will assign you a UPS store that is nearest to you
- For Borrowing: We will notify you when your requested toys and games are ready for your pick-up. You can then simply visit the assigned UPS Store, give them the mailbox number, and show your ID to pick-up the toys. Your package will be held for your pick-up for up to 7 days.
- For Returning: Please complete and paste this label on the return box. You can then drop-off the package at the assigned UPS Store. We will process your returns within 1-2 business days and post the Shell credit to your account.
I signed-up for bulk shipping, how will I get and return toys?
- You are eligible to receive two FREE bulk shipping each month.
- Borrowing and Returning are considered as separate shipments.
- For Borrowing: Any toy/games requests are typically processed within 1-2 business days and the customers will be notified when the order is shipped.
- For Returning: Please use the form on Returns page to request for the shipping label. Please note that you will need to be signed-in to your account for accessing this page.
Is there a size/weight limit on bulk shipping?
Yes, each shipment has a limit of 1 cu ft (1 ft x 1 ft x 1 ft) volume. This can fit about 4-6 medium sized toys in a single delivery.
When borrowing, how do I know if the toys/games I requested will fit within 1 cu ft?
Great question!
We have assigned Volume Points to each toy and game in our Library for you to easily identify the total volume of the toys you are requesting. A total of 100 volume points is equivalent of a full 1 cu ft box (accounting for wasted space due to odd sizes of some toys).
There are very few toys/games which are assigned 101 Volume points, indicating that they are over 1 cu ft in volume and not eligible for shipping!
When returning, is there a limit on number of toys I can send?
No. For shipping, just make sure to use a box with total volume of up to 1 cu ft (examples: 12in X 12 in X 12 in, or 18in X 12in X 8in, or 24in X 18in X 4in).
Can I get more than 2 shipments in a month?
Yes, for customers with bulk shipping option, we offer an option to buy additional shipping labels for $10 each.
Please request us as usual for a shipping label and we will help you process this request.
Supercharge with additional Shells
What is the Supercharge option?
Our membership plans come pre-loaded with 100 or 200 Base Shells, which you can use to borrow 2-8 toys at a time.
But sometimes, you may want to get a few extra Shells to get a toy just out of your reach or want to keep a favorite toy longer without limiting your borrowing capacity.
For this, we have introduced an option for our members to earn Supercharged Shells.
What are Supercharged Shells?
Supercharged Shells are one-time use Shells, over and above your membership allotted Shells.
How do I earn Supercharged Shells?
We have 3 options for our members to earn Supercharged Shells:
- Refer a friend - You and your friend will earn 20 Supercharged Shells each (worth over $20 in toys and games).
- Contribute to the Community - Share your toys and games (that your child has grown out of) with the community to earn Shells.
- Buy Shells - we sell Supercharged Shells in increments of 20 Shells for $5 each.
How do I use Supercharged Shells?
Supercharged Shells are only used after you have exhausted your re-usable Base Shells (100 or 200 Base Shells as per your membership level).
When you return a borrowed toy or a game, it is credited against your Base Shells, so you can continue to borrow more while you get to keep your favorite ones against your Supercharged Shells for as long as you like!
Do Supercharged Shells expire?
Supercharged Shells don't expire until used for borrowing beyond your membership allotted Base Shell credit.
What toys/games can I contribute to earn Supercharged Shells?
All age toys and games are welcome as long as they meet the following 2 criteria:
- It must be in good condition AND
- It must be listed on our library to earn Shells.
I have a toy/game in good condition that I would like to contribute, but it is not listed in the library. Can I still send it to earn Supercharged Shells?
If your toy is not listed on our library, you may request us to include it before sending.
Please use the form at the bottom of the Library page for such requests.
We consider multiple factors like appropriateness, educational value, rating and source-ability in our decision process of adding a toy/game to our library.
Are there certain types of toys/games you do not accept?
We are NOT able to accept Soft toys and consumables (like clay, craft materials, and chemistry kits) since they cannot be satisfactorily cleaned and disinfectedas per CDC guidelines.
We also do not support Toy Weapons (like NERF guns).
How do I send toys/games?
All customers may include additional toys and games in your return box to earn Supercharged Shells.
How are the Shells assigned to a toy/game?
Each toy/game is assigned Shells based on the retail price ($1 of Retail Price = 1 Shell) of same or similar new toy.
If you send a $50 toy in good condition, you earn 50 Shells, which you can use to get $50 worth different toys/ games!
In addition, we regularly add Shell discounts for toys & games for which we have more inventory than the demand. This will allow you to take advantage of that excess inventory and get toys & games for fewer Shells.
If you don't see a toy in our library, you can always reach out to us to request adding it to the Library (using the form at the bottom of the Library page). If approved, we will let you know how many Shells it is worth.