Refund Policy
Return and Refund Policy
return policy
1. Return period: Within [7] days from the date you receive the product, if you are not satisfied with the purchased item, you can apply for a return. Beyond this deadline, we will not be able to process return requests.
2. Return conditions: The returned goods must be kept intact in their original packaging, unused, and not affect secondary sales. All accessories, labels, manuals, etc. must be returned together. Customized products, if there are no quality issues, do not accept returns.
3. Return process: Please contact our customer service team (customer service email: cpen@cpentoy.com ）Explain the reason for the return and obtain a Return Merchandise Authorization (RMA) code. Properly package the product and indicate the return authorization code on the outside of the package.
Refund Policy
1. Refund processing time: After receiving the returned item from you and confirming that it meets the return conditions, we will process the refund within [7] working days. The refund will be returned to the account you used for payment, and the arrival time may vary depending on the payment institution, usually taking 3-10 working days.
2. Partial refund situation: If the product you returned has usage marks, missing accessories, or damaged packaging, we may issue a partial refund based on the actual situation of the product. If multiple items are purchased and partial returns are requested, we will only process refunds for the returned items, and the funds for the retained items will not be refunded.
3. Special circumstances: If the return is due to product quality issues or our mistake, we will bear the return shipping cost. But if the return is initiated due to your personal reasons, the shipping cost incurred by the return shall be borne by you.
Returns and exchanges for non quality issues
1. Buyer responsibility: If you want to return or exchange the goods due to personal reasons (such as changing your mind, choosing the wrong size, etc.), you need to bear the round-trip shipping cost yourself. Please ensure that the product meets the return criteria, otherwise we reserve the right to refuse the return request.
2. Product Value and Refund: For returns with non quality issues, we will refund based on the actual selling price of the product, excluding shipping and other additional fees paid at the time of purchase.
Quality issues, returns and exchanges
1. Seller responsibility: If there are quality issues with the product, please contact us as soon as possible after discovering the problem and provide relevant photos or videos as evidence. We will provide you with free return and exchange services and bear the round-trip shipping costs.
2. Handling method: After confirming that it is a quality issue, you can choose to replace the same product or apply for a refund. If the same product is out of stock, we will recommend similar products for you or process a full refund directly.
About CPEN
About CPEN: Your Trusted Toy Gun Specialist
Company Introduction
CPEN is a professional toy gun retailer established in 2020. We specialize in providing high-quality, diverse toy gun products to customers worldwide. As an experienced online store, we prioritize understanding and meeting our customers' expectations.
Our Commitment
1.Quality & Safety Assurance
All products undergo strict quality control.
Compliance with international safety standards.
Sourced exclusively from reliable suppliers.
2.Customer-Centric Service
Knowledgeable team with industry expertise.
Dedicated to delivering exceptional shopping experiences.
Committed to helping you find the perfect product.
3.Competitive Pricing
Strategic supplier partnerships to reduce costs.
Affordable prices without compromising quality.
Contact Us
please contact our customer service team:
Email: cpen@cpentoy.com
Is CPEN legit？Will you ship the order?
We are legitimate,We specialize in compliant toy products, offering safe launch toys suitable for leisure and entertainment (complying with toy safety standards) for personal recreational activities.
We promise to ship all successfully paid orders on time—no fake orders! Since the store’s launch, we have always adhered to compliant operations, focusing on providing stable and reliable shopping experiences for global buyers, with numerous real transaction cases and positive reviews over the years.
After payment, we will arrange shipment within 48 hours (postponed on holidays), and logistics information will be synced to the system—you can check the tracking anytime on the order page. If special circumstances arise (e.g., temporary stock shortage, logistics control), we will proactively contact you via email immediately, with no delays or concealment.
What form of payment do you accept? Do you accept cash?
The payment methods we support include: PayPal、Apple Pay、Google Pay、Mastercard、VISA、American Express、Diners Club、Discover、JCB、UnionPay。 At the same time, payment security is guaranteed by both PayPal and Stripe, allowing you to complete transactions with confidence.
Attention: We currently do not support cash payments.
Personal Information and Payment Security
ls ordering online secure?
We take the utmost care with the information that you provide us when placing an order through our online store (or through any other means).
The server that hosts our store encrypts the transmission of all credit card and personal customer information using the Internet-standard SSL (Secure Sockets Layer) protocol.
Is it safe to use my credit card on your website?
In our payment options, credit card payments will be processed through the PayPal platform, and all payment data is protected by professional encryption provided by PayPal.
When will my order be shipped out?
We will process your order and arrange shipment within 2 business days. You can check your order status and logistics details through the "Navigation Bar - Track Order" section. The shipping period for goods is 12-15 business days. Most of our products come with free shipping, and only when the total order amount is less than $29 will a small shipping fee be charged.
Will I have to pay any import taxes or customs duties for my order?
No, you won't. We cover all import taxes and customs duties for your order. The price you see at checkout is the final amount you pay – no hidden fees or surprise charges upon delivery.
1.How can I be sure I won’t be charged extra when my package arrives?
We ship all orders under "DDP" (Delivery Duty Paid) terms. This means we legally guarantee full payment of import fees on your behalf. You’ll receive your package smoothly without delays or requests for payment from local customs.
2.Why do some websites make buyers pay customs fees, but you don’t?
As a customer-focused brand, we simplify global shopping. While others shift fees to buyers (known as "DDU"), we absorb these costs upfront. You pay nothing extra – we handle everything.
3.What if customs contacts me about fees?
In the rare case customs inquires, forward the notice to cpen@cpentoy.com. Our team will resolve it immediately. This is part of our Zero-Fee Guarantee™.
What do I need to be aware of when playing with a gel blaster for the first time?
Notes for Newcomers
1. Gel Ball Preparation
Soaking Time: Soak gel balls for at least 3 hours to ensure proper expansion.
Ideal Size:
Standard size: 7mm–7.5mm (optimal for most gel blasters).
Too-small gel balls may cause short range or failure to fire.
The water balls should be sealed and stored at 10-40℃.
Water Quality Impact:
Impure water can result in smaller gel balls.
If gel balls are undersized, switch to pure water for better expansion.
2. Loading Gel Balls
Strain water before loading gel balls into magazines to prevent jamming.
Use the correct loading port (gel blasters have a dedicated magazine port, different from real guns).
3. Battery Safety & Usage
Correct Connection:
Ensure the USB data cable pins are aligned properly-wrong insertion may burn out the battery.
Charging & Storage:
Fully charge before use.
Remove the battery when not in use to extend blaster lifespan.
4. Outdoor Safety
Always attach an orange tip to your gel blaster when using it outdoors for safety and compliance.
5.Cleaning Reminder
After each use, please promptly clean out any remaining gel balls from the toy gun and its magazine. If left unused for an extended period, uncleaned gel balls will dry out as their moisture evaporates, which may get stuck in the internal components of the gun and affect its normal operation. Be sure to perform proper cleaning and maintenance to extend the service life of your toy gun.
Which countries can we ship our products to?
North America：
Canada, Mexico,United States
Oceania：
Australia, New Zealand
Asia：
Japan, South Korea
Europe：
Austria, Belgium, Croatia, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Netherlands, Norway, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden, Switzerland, United Kingdom，Ukraine（Sort by initial letter）
Important Notes:
1.Shipping period for goods: 12-15 business days.
2.Potential Delays: During peak seasons (e.g., holidays, sales events) or extreme weather conditions, delivery times may extend beyond the estimated range.
3.Other Regions: Logistics services to unlisted countries are temporarily unavailable.
I would like to change my items ordered. What should I do?
You may request to modify your order within 24 hours of placement and before receiving the logistics tracking number. Once you receive the tracking number, it means the package has been shipped, and no further modifications will be possible at that point. To request an order modification, please contact us via email at cpen@cpentoy.com
How do I return a product?
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at cpen@cpentoy.com. If your return is accepted, we’ll send you a return shipping address, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.