FAQs

Short guide to a Smooth Transaction with Kramer.

To ensure an awesome shopping experience with us, please take a few minutes to read our  guidelines.  Some call it Terms and Conditions (T&C), but at Kramer, we prefer to call it a "hassle free" guide to getting your orders fast and easy.

Who is Kramer?

Kramer: Toy Warden is a family-owned business managed by brothers Basti and Ryan. We've been in business for more than 10 years now.  We opened our very 1st store in the old Goldcrest Building, Glorietta 2, Makati way back in 2006.  

Where are your branches now? Can I order online and just pick up my orders from your branches?
Yes, you can save on shipping fees by picking up your online orders direct from our stores.  Just choose "Branch Pickup" during checkout.  And choose the branch nearest you:

Kramer Greenhills
Shoppesville Plus,
Greenhills Shopping Center,
San Juan City, MM
Tel: (+63920) 5653857 / (02) 2857846

Kramer-BLACK DRAGON
4F Cinema Level,
Festival Mall, Alabang, MM
Tel: (+63995) 4661903 / (02)8100720

I have a question. How do I contact you?
Very soon we'll launch  live chat right here in our website.  In the meantime, you can reach us through our hotline at (+63917) 513-7156.  You can also Viber, WhatsApp or Telegram us through that same number.

Or better yet, send us a facebook message @Kramertoywarden. 

We are online 90% of the time and can reply quickly.  But just like you, we also get hundreds of messages daily.  Sometimes, we'd need a day to reply to you.  And 48 hours for more  difficult inquiries.

SHIPPING

I don't live in Manila, can I still order from you?
Yes, we offer nationwide shipping. A quick scan on other online stores will show that we offer one of the friendliest rates in the industry.

How about me, I live abroad?
We got you covered too.  Just send us a message on facebook @Kramertoywarden or through inquiries@kramertoywarden.com, and we'll send you a shipping quote for the items you fancy.  Very soon, we'll (again) make our international shipping rates compute automatically  during check out. 

How long does it take for my orders to be shipped?
2 to 5 business days, depending on your location.

Based on our more than 10 years of experience, shipping may even be completed in just 1 day for most major cities nationwide.

I want my orders to be in MINT Condition Boxes and smelling fresh as roses. Can I rely on you for this?
We use bubble wraps, sturdy packing materials, with lots of love and care to make sure your orders stay pristine during transit. We also partner only with top couriers in the country with proven track records on reliability. With that said,  there will still be that remote possibility of minor damages during the whole shipping process, so please consider this before ordering. 

PAYMENTS

How do I pay for my online orders?
We accept credit and debit card payments, PayPal, G-Cash, and bank deposits via BPI.

We also offer Cash on Pick-up, meaning you can order online (to make sure you reserve a slot especially for those scorching hot items) and then just pay in our branches.  

Do you have other modes of payments?
For some exceptional cases, we may extend payment acceptance through money transfer via Cebuana Lhuillier, LBC, and other similar remittance providers.  If you wish to know more, please contact us through (0917) 513-7156, fb messenger @Kramertoywarden, or through inquiries@kramertoywarden.com 

I ordered some items, do I have to pay right away?
We know you have more important things in mind. So we are allotting a 1-week allowance for you to settle payments or downpayment (for preorders). Should you need more time, just let us know and we can extend the allowance by 1 more week.

After the allowance period and payments have not yet been received, we will take this mean that you have changed your mind. And prefer not to proceed with your order.  

How do I know if you have received my orders and payments?

1) For orders paid via PayPal and credit card, you will immediately receive a confirmation email from us.

2) For orders paid using other channels, please send us a picture of your deposit or transaction slip via fb messenger @Kramertoywarden, or through payments@kramertoywarden.com. Please also indicate the money transfer channel you used and the branch where you made the payment. 

Once we've verified your payments, we'll send you an update via email or SMS.

PRICING

Prices may change without prior notice. 99% of the time, prices posted on our site are final. The remaining 1% will account for last-minute price changes from our suppliers, shipping providers, and obvious typing errors, i.e. exclusives or rare items wrongly priced at regular prices. Should there be price changes, you may expect us to contact you and get your confirmation whether or not you still want to proceed with your orders.

Are your prices really cheaper?
No, not all the time. But we try our very damn best to keep our prices friendly.

I saw P50 listings in your store.  What's the catch?
Those listings are most probably PREORDER listings. And the quoted price is the downpayment required to confirm your reservations.

How do i know if an item is for Preorder or In-Stock? 
All Preorder items will be carefully and clearly labeled as "PREORDER" in their product titles.  Conversely, In-Stock items will not have the Preorder label.

ORDER FULFILLMENT

I preordered an item and you said the ETA was supposed to be last month!
Estimated Time of Arrival or ETAs are still estimates. They are subject to manufacturer's delays, shipping nuisances, and other uncontrollable circumstances.  So inasmuch as we want you to get your orders on time, sometimes ETAs do change. 

How do i know about changes in your ETAs?
We regularly update our listings to reflect changes on ETAs.  Just hop on to the product listing of the item you preordered to view changes on ETAs.

In cases of manufacturer or supplier cancellations, we will immediately inform you and return your downpayment asap.

Are my reservations guaranteed?
Barring any manufacturer/supplier cancellations, Yes, your reservations are guaranteed, assuming you've settled  downpayments within the 1-week allowance period. 

How will I know if my orders are already available?
As soon as your orders become available, we will contact you via SMS, email, or fb messenger.

Do I have to claim my orders right away?
If you have fully paid for your orders, we can keep them for you until you're ready to pick them up or have them shipped.

If you still have to settle balances for partially paid preorders and unpaid shipping fees. You may settle your balances within a 2-week period. Thereafter, all unclaimed orders after 2-weeks will be offered up for selling to other customers. Downpayments for unclaimed preorders will also be forfeited in favor of restocking fees and other associated fees related to lost revenues.

I changed my mind about an order I made, can I still cancel?
Yes, you may still cancel your orders within 1 week after placing your orders online. If payments have already been made, these will be refunded via store credits.  However, after 1 week, we can no longer accept cancellations; and downpayment will be forfeited.
Reserving items for you would require us to turn down sales from other customers. So please, make sure and take extra time to decide before ordering

Right to refuse or reduce order quantity - If a customer has a history of unclaimed orders, multiple last-minute cancellations, or any past actions we find detrimental to business, we may, then, refuse new additional orders or reduce order quantity. So please take a moment to decide whether you really want what you are planning to order. 

Discount Coupons -How does it work?

On occasion, we offer online promo codes which you may use to avail of discounts or special exciting offers on our website.  Once you get these "coupons" just enter the codes upon checkout.

See example below:

Upon entering the Code, your discount will automatically be applied to your totals.

Our Promo Codes are generally not stackable. Meaning, you may only use 1 code per order. 

Finally, I’ve read both good and bad reviews about your store, are they true?  Are you awesome or nitwits?
Both good and bad reviews are probably true. Through the years, we have both delighted and disappointed customers.  We make awesome things happen, but we also sometimes make mistakes.  We've learned from these mistakes; and have made and will always make rectifications to make each and all of our customers happy.  That's the Kramer promise.  So yeah,  you can say  we’re nitwits sometimes, but awesome 99% of the time. =)