Customer service

Welcome to the IMC Toys Customer Service Department, we will respond to any questions you have about our products and their functions.

FAQ

Here you will find the answers to commonly asked questions about our products and company.

FAQS
All of our products have a reference and identification number.
This is normally found on the packaging next to the barcode, in the product manual or on the main part of the product, on the base of the product, or on a label sewn onto the product (stuffed animals or similar).
Enter the numerical code without letters that are printed on the product after the letters "ITEM" / "MOD". It can also be found in the catalogue or in the manual of your favourite toy by typing in its name or brand.

LUCY SING & DANCE

CLUB PETZ

The instruction manual can be found in the base or between the cardboard sleeves in the packaging. If you cannot find it, you can access it directly on the website in the PRODUCTS section if the product is in the current catalogue. 

If the product doesn't appear on our website and/or your question doesn't get answered in this section, you can ask the after sales service team directly via application form in this help section.

As wholesale manufacturers and distributors we cannot sell our products directly to consumers. Practically all specialist toy shops and large distributors have our products at their disposal.

The instruction manual can be found in the base or between the cardboard sleeves in the packaging. If you cannot find it, you can access it directly on the website in the PRODUCTS section if the product is in the current catalogue. 

If the product does not appear on the website, you can directly ask for the manual via the after sales service team by filling in an application form in this help section.

The cleaning instructions can be found in the instructions manual in the "Maintenance" section or in the fabric label (if the product is wearing clothes). If the product hasn't got an instructions manual or fabric label, check on the packaging.

Unless otherwise stated in the product, our toys are manufactured in the language of the country where they are specifically distributed. You may have purchased your toy through a distributor in another country. If this is not the case and there is an error in the product, please contact our after-sales service team depending on the country. See application form in this section.

The instruction manual can be found in the base or between the cardboard sleeves in the packaging. If you cannot find it, you can access it directly on the website in the PRODUCTS section if the product is in the current catalogue. 

If the product does not appear on the website, you can directly ask for the manual via the after sales service team by filling in an application form in this help section.

It may be that the product, due to its characteristics and basic functions, includes all information relating to its operation on the packaging. If you require more information, please contact our After Sales Service team using the form in the support section.

Verify that the part has not been assembled by the manufacturer and it is described in the contents of the product manual. If you still cannot find the part, take note of the missing part (letter, number and/or detailed description) and go to the application form to request it from the manufacturer and  it will get sent to you.

The original batteries may be exhausted for the try-me function or normal mode. Replace them with new ones to see if the features work.

Maybe the product is blocked and needs to be reset. Follow the instructions to find the "RESET" function which is highlighted in the istructions manual or simply take out the batteries and put them back in again.

If you have already replaced the batteries but you are using  white-label batteries and/or of low cost batteries, they may not have a high enough capacity to run the product. This may affect the duration of time the product works. Only use batteries in accordance with market standards, recognised brands and recommended by the manufacturer.

If the problem persists you can contact the manufacturer through the contact form that offers support in this area.

The product has a TRY-ME function and the functions are limitated on the TRY-ME mode. Place the mode selector switch to the ON/NORMAL position.

The product has learning levels. Check in the instruction manual if this function is described and included in the product. Then follow the instructions until the product reaches the learning level that allows the product to perform certain functions.

In the ON/NORMAL mode, check the condition of the batteries and if they have not been previously replaced.

The original batteries may be exhausted for the try-me function or normal mode. Replace them with new ones to see if the features work.

Maybe the product is blocked and needs to be reset. Follow the instructions to find the "RESET" function which is highlighted in the istructions manual or simply take out the batteries and put them back in again.

If you have already replaced the batteries but you are using  white-label batteries and/or of low cost batteries, they may not have a high enough capacity to run the product. This may affect the duration of time the product works. Only use batteries in accordance with market standards, recognised brands and recommended by the manufacturer.

In the ON/NORMAL mode, check the condition of the batteries and if they have not been previously replaced.

The original batteries may be exhausted for the try-me function or normal mode. Replace them with new ones to see if the features work.

Maybe the product is blocked and needs to be reset. Follow the instructions to find the "RESET" function which is highlighted in the istructions manual or simply take out the batteries and put them back in again.

If you have already replaced the batteries but you are using  white-label batteries and/or of low cost batteries, they may not have a high enough capacity to run the product. This may affect the duration of time the product works. Only use batteries in accordance with market standards, recognised brands and recommended by the manufacturer.

MICKEY CITY FUN RC CAR

PS DISNEY MICKEY & FRIENDS

If you have already replaced the batteries but you are using  white-label batteries and/or of low cost batteries, they may not have a high enough capacity to run the product. This may affect the duration of time the product works. Only use batteries in accordance with market standards, recognised brands and recommended by the manufacturer.

Make sure that you are not in an environment with radio frequency interferences (other radio control toys, areas with construction works and other similar devices, etc.).

Manuals

Find the manual for the toy or the game that you have purchased.

Manuals
CRY BABIES LENA - 91849IM - DE | EN | ES | FR | IT | NL | PT | RU
NALA - 96387IMV - DE | EN | ES | FR | IT | NL | PT | RU
NALA - 96387IM - DE | EN | ES | FR | IT | NL | PT | RU
FANCY - 97056IMV - DE | EN | ES | FR | IT | NL | PT | RU
FANCY - 97056IM - DE | EN | ES | FR | IT | NL | PT | RU

Support

If you can't find what you are looking for, please do not hesitate to get in touch through the form provided below.

Support
Lala