Frequently Asked Questions
Frequently Asked Questions
You get a vinyl envelope with your two chosen toys and a free return label. How simple!. Enjoy playing as long as you want and when done, just slap the return label on the envelope. The fun starts immediately!
No worries. We don't charge for normal wear or missing pieces. Our toys were picked to withstand little people’s hands. With LEGO, we understand that little pieces can go missing. Also, you can visit your Account page to report the toy status or any missing piece.
Our Novice plan starts at $12.50/month for two toys at a time. You get the most educational toys for your child for a fraction of the price of buying them. It’s a bargain!
You are entitled to receive as many toys as you'd like! We use Toy credits as currency. If you want to get more toys and do not have toy credits available, they can be purchased at any time. Your child can play with them as long as they want. When your child finished playing, just return the toys and select the next 2. It usually takes several days for the next package to arrive depending on the carrier delivery schedule.
Yes. If your child loves a toy and wants to keep it, you can easily purchase it at a discounted rate online using your My Account dashboard. Then you can just return the other toy.
Yes, it is easy to cancel (maybe too easy...). You can do it online anytime, email us or call us. No questions asked.
Rental Basics
LEGO is the leading toy rental company, helping smart parents save money, reduce clutter and help the environment Members subscribe and get credits, they select the toys their child want and get them two in a package by mail.
LEGO works in 3 simple steps:
Step 1: Sign Up
Enter few details about yourself and select one of our three plans. With every membership you will earn credits to use towards toys
Step 2: Create your List and pick your toy
Pick your two toys from a library of 500+ educational toys and wait the magic to arrive by mail!
Step 3: Receive a Toy. Play. Send it Back!
Your toys will arrive within a few days with a free return shipping label. We clean and sanitize the toys so your child has a safe playing experience. experience.
Take as long as you want to play. Once your child finished playing with the toys, just place the toys in the mailer, slap the free shipping label and drop it in any USPS location or your office. Pick, Play, Return and Repeat.
Absolutely! We clean and sanitize each toy after every use with eco-friendly and kid-friendly solutions. Our cleaning and sanitization process meets the highest cleaning standards to ensure that 99.9 of germs and residues were removed and toys are disinfected. We use ultrasonic baths and clean wooden toys with non-toxic, environmentally friendly, anti-bacterial wipes.
No worries, we understand that a few pieces can get lost during play and we don’t charge for normal wear.Our plans include a guarantee so that you will not be charged if normal loss occurs (up to 15 pieces).
If you received a LEGO set and are unable to find a piece or are missing a piece, you can compliment the set with a piece of your own, that's what some of our members do.
Our Detective feature allows you to report the status of any toy that you receive. Be a LEGO Detective! It’s part of the fun.
Depending on the plan you chose you will earn credits. These credits are then redeemed for toys that are ranging from 1 to 3 credits per toys. Our library includes 500+ educational toys and all the plans have access to all of the toys as long as you have enough credit balance. Additional credit may be purchased for $10 a credit so you can rent a larger toy.
Our plans provides the following amount of credits:
Seed - 2 credits total
Grow - 6 credits total
Blossom - 34 credits total
You will be billed the day that you subscribe to LEGO. Your next payment will be automatically scheduled for the same day of each following month.
A free return shipping label will be included in the mailer you’ll receive.
When your child or children are done playing with the toys, simply return them to the original packaging you received it and seal the mailer that the toys came in. Then drop the mailer at any USPS location or at your office for USPS collection. It's as simple as that. 🙂
Managing your toy rentals
After you shipped your previous package, it's time to select new toys! sign into your LEGO account and you’ll see a button "Choose Toys" (which we refer to as the magic button 🙂 )
We start by showing you what toys are available that matches your preferences.
Our inventory grows each month and is being updated several times a day as new toys get checked in and others go out, so if you don’t see a toy that you want right away make sure to check back later.
Tip
Mornings are when a large portion of toys are checked in, often this means better toy selection!
*Once you select your first toy you will be ask to select the second toy. Live inventory is only available on your account when you are eligible to select toys.
We will notify you via email when it's time to select a new toys. While logged into your account click Choose Toy button at the top of the page to select your 1st and then 2nd toy.
Here you will see your credit balance and the available toys that match your preferences.
Simply click "pick this toy" to select the toy you want, you will be taken to a checkout page, confirm by selecting "Ship My Toys"(don't forget to press "Ship This toy" to lock it in!) which will lead you to a shipping confirmation page
That's it! so easy.
When your toys were returned to our warehouse we’ll notify you via email that we have received them and that it's time to login to your account and select new toys. We will show you toys that match your preferences first as well as what is currently available to ship. Our inventory of available toys is being updated daily as new toys come in, so if you’re not seeing something you want right away, make sure to check back later.
If you see toys that you believe are not relevant to your child , you can continue to scroll on and will find many that will be relevant to your child (we have more than 500 different toys). The reason you see non-relevant toys might be that when you first joined we ask for your child’s skill level and preferred toy categories and use those preferences to recommend toys. For example if you select the Star Wars theme, when it's time to select a toy we show available toys that match that theme. If those preferences have changed since you joined and are not updated periodically you will continue to see those toys.
Tip
We recommend keeping your preferences updated with the toy category you are most interested in.
Our LEGO might also include toys that you can keep (e.g. don’t need to return) and edibles that you consume (e.g. brownie popsicles that are baked and then eaten). You will get a card stating that these toys are yours to keep and should not be mailed back.
You can update your preferences and toy themes at any time. While signed into your account click on "Settings " then next to “Preferences” click “update” and update your selections.
That's it!
Subscription & Billing
You may upgrade/downgrade your plan at anytime. Changes happen immediately and if you upgrade to a higher plan you will be charged for the increase in credits. We recommend changing your plan at the end of your billing cycle at least 24-hours before your plan renews.
You will be taken to a checkout page to confirm your new plan. Once you hit confirm you will have completed your plan change. Going forward you will now be charged at the new plan rate. Your new billing cycle will be 30 days from the day of your plan change.
*This process is for customers on our credit plans (Novice/Wizard/Einstein). For all other legacy plans, please sign into your account then access our FAQ link at the bottom of the page and search (cancel step by step) for exact directions or contact support@toylibrary.co
- Login to your account and click “Setting”
- Under “Subscription” you’ll see your “Current Plan”
- Click on the “mange” link on the right
- Go through the flow to cancel your subscription
- Enter your password to confirm cancelation
Any toys that is rented to you must be returned before you can cancel your account.
You will receive a confirmation email verifying your cancellation (If you do not receive an email within an hour, please contact us).
LEGO members may cancel their subscription at any time with no cancellation fees.
To avoid being charged the next renewal, please cancel your membership by 5:00pm PST a day (24 hours) prior to your renewal date that is listed in your account.
Any toys that are still rented to you must be returned to our warehouse before you can cancel your account. We recommend sending your toy back a week or more prior to the renewal date to allow plenty of time for the toy to be received and for you to login and cancel your account.
*Credits cannot be refunded or redeemed for cash. Canceling your LEGO membership will result in unused credits on your credit balance being lost. See the Terms of Service you agreed to when joining the service.
LEGO is a membership based subscription service that auto-renews. To avoid interruptions in service and as toys might be rented out to the members, upon expiration of any monthly rental period, coupon, discount voucher, gift card or limited time offers, the account will remain active and the plan will auto-renew unless canceled before the term.
To ensure your account does not auto renew, simply sign in to your account 24 hours prior to the renewal date.
The renewal (or billing date) is the day you are billed each month. Your billing cycle begins on the initial registration date and will renew on the same day of each month thereafter.
Example if you sign up on July 1st, your next billing renewal date will be August 1st and so on.
This information can be found by signing in to your account then click on "Settings" , under “Subscription” look for “Current end day:”. This date is the date your billing cycle ends and your renewal date.
Any account changes need to be made at least 24 hours prior to your billing cycle end date to take into effect for the next billing cycle.
When you cancel your subscription any remaining account credits or unused toy credits will expire. We recommend using the remaining credits before canceling so you can get the most out of the credits you have purchased.
Billing errors are rare, but If you happen to notice any billing error with your account please notify us as soon as possible by emailing.
We will honor and resolve billing errors as long as we are notified within 90 days. If more than 90 days has elapsed we won’t be able to provide a refund from technical reasons.
*Refunds may be given as credits to be used for toy rental
Please make sure to update your address prior to selecting a toy to be shipped. Once a toy is selected the current address on file is printed on the shipping label and we are unable to make any changes or redirect your package.
To update your address
When signed into your ToyLibrary account click on “Settings” then under “Account Information” click “update” next to “Shipping Address”
If your child loves the toy you have received and wants to keep it, you can easily purchase it from your "My Account" page by viewing your current rental and clicking the “Buy” button (looks like a shopping cart)
You will get a confirmation page with the toy and the total amount to purchase the toy. Click "Buy Toy" to complete the transaction. Your credit card on file will be charged and you can keep the toy 🙂 . Once your purchase is complete, and it you returned your other toy, you’ll be able to select your next toys.
*All toy sales are final and cannot be returned for a refund. LEGO credits or credits of any kind can not be used to purchase toys.
We accept all major credit cards, Visa, MasterCard, American Express, and Discover.
We do not currently accept pre paid credit cards, ATM or bank cards (even those with the Visa/MasterCard logo)
Currently we do not have the ability to pause or temporarily suspend the account.
Credits 101
LEGO are earned monthly and used to rent toys. The amount of toy credits you earn depends on your plan
- Seed: 2 credits/month
- Grow: 2 credits/month, + 2 bonus credits, 8 credits total
- Blossom: 24 credits/year, + 10 bonus credits, 34 credits total
They are dispersed with each billing cycle and added to your credit balance. Toy credit do not expire as long you are an active paying member and roll over from month to month so there is no urgency to use them.
Toys range from one credit to three credits and you use your credit balance to select the toys that will be shipped to you. The more credits you have the larger toys you can rent. if you are short on credits you can always purchase credits for $10/credit to increase your balance.
Toy credits can only be used to rent ToyLibrary toys and cannot be refunded ,or redeemed for cash. Toy credits will expire and be lost when canceling the ToyLibrary account so make sure to use up all your credits before canceling.
Toy Credits are earned when your monthly or annual charge occurs.
For example; If you sign up July 1st for the Novice plan (two credits per month) you will receive your next two credits on August 1st.
You can keep your toys as long as you want as you’ll continue to earn credits and use them to rent larger and more valuable toys!
Keep in mind that toy credits cannot be refunded and once an account is canceled the credits will expire. No pro rated refunds can be issued for canceled accounts with remaining credits.
You can see your toy credit balance on your My Dashboard at the top left corner.
General Info
During the selection process you can change any of the toys (both toy 1 and toy 2). Once you confirmed your selection and clicked “Ship my toys” the order is immediately pushed to our warehouse and the shipping label is printed, therefore we can not make any updates or changes to your order. You can always get another toy the next package.
From time to time you will get a toy that is yours to keep! We will let you know with a small card that mentions that this specific toy does not need to be returned.
Currently we do not offer a LEGO only plan. You can select LEGO toys during your toy selection process.
You can change your address while traveling but we cannot guarantee the shipment will arrive in time to your temporary location. We recommend that you have the toy shipped to your home prior to your vacation and take it with you.
If a temporary address is used any toys shipped to the temporary location will be at the risk of the account holder. The account holder will be responsible and liable for any toy showing as delivered and will be responsible for ensuring that toys are returned back to LEGO or be liable for the full price of the toy.
Yes, you can call us at 859-903-5638, we are happy to help 🙂
Click HERE to reset your password.
Missing Something...?
We do our best to make sure that toys leave our processing center with all of their pieces, however sometimes pieces do slip through the cracks. Some of our members have found that they were able to compliment missing pieces with bricks from their own collection!
If you are unable to complete the build, you can return the toy and we’ll credit your account with the set credits.
Please report the missing pieces using LEGO Detective so that we can replenish them for the next customer.
You should have received a pre-paid return label when you received your package, either in your mailer or already attached to your mailer, if not we apologize for the inconvenience!
If you can’t find the return label, you can ask and we’ll email you a new return label to be printed at home. Sign into your account and under "Current Rental" click on "Send me a new return label". We will email you within 24 hours a new label to print.
We will email you within 24 hours a new label to print.
If you lost the original mailer your toys arrived with you can use any large vinyl envelope to ship our toys back.
If you happen to find any items that did not make it with your last package, you can certainly send them back to us. We request that you place the found items in their own envelope and make sure to keep them separate from any other toys.
Make sure to mark the envelope/packaging "Found Items" and include the email address associated with your account on the envelope so we know what toys the items belong to.6710 GradeLane Suite 610
Louisville KY 40213
If you happen to misplace the mesh bag or the packaging in which your toys arrived, you should still return your toys. Please contain all the pieces securely in a plastic bag, Ziplock bags with locking sliders work the best. Place it in your mailer with a note that has the name and email address associated with your LEGO account.
*Simply placing the loose pieces in the mailer does not guarantee the safety of the toy. Pieces can go missing in transit . Multiple toys returned with no mesh bag are subject to a replacement bag fee of $15.
- Determine if pieces are missing by using the toy manual. Towards the back of the manual there will be a list of all the pieces that are included with the toy.
- If you determine there are pieces missing you can report them by using the LEGO Detective functionality.
- Reporting is important as it allows us to replace those missing pieces for the next customer! We thank you in advance.
- Sign into your LEGO account and under "Current Rental" select "Report Status." Once there, let us know if your toy was missing or you lost a piece. You can also report that your toy came complete
- On some sets not all of the pieces are listed, just report a few so that it flags the set and allows us to replace those missing pieces for the next customer!
*We do not ship out the missing pieces, If you are unable to complete building a construction toy please send the toy back to us and we will credit your account the toy credit and send out another toy right away.
If the manual of a toy is missing, don’t worry - we have you covered! You can find a digital copy of the manual by navigating to your account page and viewing your current rental. Under "View Digital Manual" you will see a link to the digital copy of the manual.
For a few of our larger sets, we only provide a digital manual.
Shipping Info
If you've just registered an account with us and selected your first toy, your toy should ship in 48 hours. You will recieve an email confirmation with a tracking link.
LEGO enables you to track the toys that are being sent to you and returned to us.
Simply log in to your LEGO account and under "My Dashboard", you will see the column "Shipped on". Click on "Track" and it will launch a pop up window showing the package location via the shipping carriers tracking.
This will allow you to continuously track the whereabouts of the package in real time!
Tracking a returned toy
Can I change the address or redirect a package once shipped?
Once your package has shipped we are unable to make any changes or redirect your package to a different address.
What should I do if my package being shipped to an old or incorrect address?
If your package was shipped to an old address, here are some things to try
- Contact the local post office to have the package returned to sender
- If you are forwarding your mail, your packages should be forwarded as well or returned to sender
Contact your previous landlord or current tenants to refuse/return the package
The account holder is responsible for any toys delivered to an address on file and ensuring that the toys are returned back to us or the account holder shall be liable for the full price of the toys
If it's been a few days since you returned your package and you have not received an email letting you know it's time to select new toys. There could be a few reasons why.
Depending on your area it can take several days for a return package to show up at our warehouse, this is most often due to the carrier not scanning the package and updating the tracking information into their system right away. We need your toys to arrive at our warehouse and be checked, so that we can email you to select new toys.
If there is no tracking information available or no updates after a week since you sent the toys please contact our customer service.
With LEGO Rental Services, shipment is always free (back and forth) 🙂