It seems to me that the *sale* of used toys was forbidden a couple years ago here in MD. Thrift stores could no longer accept toys to resell.
I don't have children or grandchildren so I don't pay much attention to such stuff. But I do look for stuffed dogs and cats that were once toys; for display: TOYS (need to make sure I am politically correct here)
It may be that the place you called cannot accept your toys as per this law. BS to me. In my generation, hand me downs were the norm and a used toy did not take away from the enjoyment of it whatsoever. But, they should have at least returned your call.