FAQ

When can I place an order?

We open the shop in announced sales windows. You can browse the collections between openings. Our next sales window opens October 10, 2026 at 12:00 p.m. and closes October 11, 2026 at 2:00 p.m. Eastern Time (New York, EDT). See our homepage for updates.

How do pre-orders work?

We show the latest workshop dispatch date before you place an order. For the October 10–11 window, pre-orders will leave our workshop no later than the end of December 2026. After the window closes, we may confirm an earlier date. International delivery takes additional time; arrival by Christmas is not guaranteed. If we cannot meet the stated dispatch date, we will contact you before it passes and offer the choices described in our Terms of Sale. Read more in How to Place an Order.

Where can I find my order?

Visit My orders and request a sign-in link using the email address you used at checkout. If your order does not appear, please contact us.

Can I change an order?

You can send a change request from My orders. A request does not change the order until our team confirms it. Some changes may be unavailable after shipping.

Can I combine orders?

Yes. While the current sales window is open, you can request combined standard shipping before paying for an additional order. Add your toys to the Cart, then use the Combine my orders section. Sign in to My orders using the email address from your first order and confirm the sign-in link sent to that email. Return to the Cart, enter your first order number, confirm the same recipient and full shipping address, and select Check and combine. Review the address and updated total before paying.

Automatic combined shipping is available only for paid, unshipped orders from the same open sales window, with the same verified email, recipient and full shipping address. If your first order already covers standard delivery, the additional order has no second standard shipping charge, even when that order alone is below the free-shipping threshold.

Free standard shipping starts at $100 for the USA or $300 for all other supported countries, based on the combined toy total after discounts. If your combined total reaches the threshold, eligible standard shipping paid on the first order is deducted from the new order once only. This credit appears in the order total before payment; it is not a separate automatic card refund. If the credit is larger than the amount payable, the remaining amount needs a manual review.

Fast Shipping orders require a manual check. Please contact us before paying. If you used different names, email addresses or delivery details by mistake, contact us with both order numbers so we can check the details. Do not change an address just to make the automatic check pass.

If you have already placed both orders, request help in My orders: open an order, choose Combine my orders and enter the other order number, or email orders@tinyfoxhole.com. Requests made after payment or after the sales window closes are reviewed by our team; they do not automatically change an existing payment or refund.

Please request combined shipping yourself. Without your request, we cannot guarantee that separate orders will be combined or that a shipping refund will be arranged, even when the order details match. Our team reviews requests before packing the orders together.

Where can I find payment, delivery and return information?

See Payment & Delivery, Shipping & Delivery and Refunds & Returns for current rates, timing and the 14-day return period for ordinary catalogue toys.

How can I contact you?

Use the form on our Contacts page. We will reply by email.

How do I use a promo code?

In your Cart, find the Enter promo code field, enter your code and select Apply. The field is always visible; there is no section to expand. Check that the discount appears in the order summary before paying. One promo code can be used per order. Each code keeps its own discount amount, minimum order value and use limit.