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 include a reference and an identifier number.
This is normally found in the packaging next to the barcode, product manual or the main part of the product, in its base or in a label sewn on it (stuffed animals or similar).
Enter the numeric code without letters printed on the product after "ITEM" / "MOD". It can also be found in the catalog or in the manual of your favourite toy by typing its name or brand.

BLU BLU

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 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.

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.

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.

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.

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 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.

LUCY SING & DANCE

CLUB PETZ

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.).

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.).

LEA

CRY BABIES

9714_It's very important to follow the correct assembly order stated in the manual to make the snake jump (first place the snake and after pull down the lever) so that it performs a correct jump function by detecting motion. Click on this link to access to an example to help.

https://www.youtube.com/watch?v=qDjXYgjFOQw

9714_If the basket lever is stuck, it is probably because the steps for placing the snake in the basket have not been followed correctly. To unlock the mechanism, place a screwdriver under the jammed part on the rail placed in the back side of the basket and exert slightly upward pressure (as a lever) to release it. Once released, follow the correct sequence of steps indicated in the manual to place the snake in the basket (first of all the snake and then pull down the lever).

Manuals

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

Manuals
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
PANDY - 98213IMV - DE | EN | ES | FR | IT | NL | PT | RU
Lala