Q.How do I order toys from your website?
A. First, please register your information at our website. Create a username and password to login. When browsing through our web site, look for the items you wish to buy and then add them into the shopping cart. You can add as many in-stock items as you want. Please do NOT include Pre-Order items as they will be shipped at a different time as each pre order item has a different release date.
Once you have the desired amount of items you want, please click on the checkout button. Shipping charges will be calculated based on the total weight of the items and the desired shipping service that you choose to give you the graqd total that you have to pay. You can then make payment to us. We prefer payment to be made by PayPal but do accept major credit cards such as Visa, MasterCard, American Express,and Discover.
Q.Do you accept international orders and ship overseas ?
A. Yes, we do. If your country isn't listed in our web site. You are always welcome to email us at firstname.lastname@example.org.
Q. I want to place an order, but would like to know how much shipping is going to cost first.
A. Our Shopping Cart will automatically calculate the shipping cost for you so all you have to do is add the items that you want to your shopping cart first and then click on the Estimate Shipping & Tax button to determine the shipping amount that will be charge. This is done before you checkout and no charges will be levied on you unless you proceed with the order.
Q. Can I ship to the address other than my residential address ?
A. Yes, you can but please do fill out the alternative address you want us to ship to in your user profile.
Q. I have chosen Express Courier as my shipping option but have received an email from you telling me that the area I live in is considered a remote area. Why am I being charged additional shipping?
A. Some areas are considered remote areas by courier company if it is out of their usual service coverage area. Courier company will still deliver the package to these areas but will charge us additional fees for the serivce. As our shipping rates are already very low, we do not make enough from the shipping rates to cover the additional cost for remote area coverage. Hence, we have to charge you more for shipping.
We will, however, provide you with an alternative choice of using Postal Mail if you do not want to pay for the additional shipping cost for using courier. Postal Mail usually takes 2 – 4 weeks but you will be provided with a tracking number for reference.
Q. I want to save money by having you ship my order by Regular Air Mail.
A. Yes, we can do that if you so choose but the shipping charges will be about the same and the wait time (6-8 weeks) will be significantly longer. Also, items might arrive with some dents or damage.
Because of the frequency of damage to regular air mail shipments, we will not be responsible for claims of loss or damage on regular air mail shipments. Please, carefully consider these risks before you request regular air mail shipping!
Q. I have chosen Singpost as my Regular Air Mail service and now, a few months later, my package has not arrived, what has happened?
A. There is always a risk involved in choosing Regular Air Mail service. Like all other Mail Services, sometimes, things do get lost. Unfortunately, we do not have control over that.
We will discuss with Singpost further with regards to your package and will await the outcome of the verdict from them. Please take note that this process could take a month or more and we will inform you immediately once we get the outcome verdict from them.
Please also bear in mind that Singpost only compensates us to the value of MYR 150 in most cases, or the declared amount that you have requested us to put down, and nothing more.
Q. Can I cancel or modify my order after I submit it ?
A. You shall notify us in the order messaging system within 48 hours by sending us an email stated your name and order number. Any cancellation, we do charge a cancellation fee/re-stocking fee of 10% on the total amount of the order.
Q. Will you send me an order confirmation ?
A. Yes, we'll send you an order confirmation letter via e-mail. It includes your order number, the items you ordered, and the total amount that you have paid.
If you have questions about your order confirmation, or if you don't receive an order confirmation within 48 hours, contact email@example.com.
Also, you can check the status of your order anytime login in to your account from our website.
Q. My order that I just placed has its status as "Awaiting Fulfillment." What does this mean?
A. This could mean one of two things. If the item or items that you ordered are classified as a "Pre Order," then the status of your order will be "Awaiting Fulfillment" until the item or items comes in stock. Then, the status of your order will change to "Awaiting Shipment." Please bear in mind that multiple Pre Orders made in one shipment will show the "Awaiting Fulfillment" status until the last item ordered comes in stock. We will hold on to the other items for you until then.
In the second instance, if all items ordered are in stock, "Awaiting Fulfillment" means that we are in the process of packing & processing your shipment. Once we have completed that, your status will revert to "Awaiting Shipment." Sometimes, the "Awaiting Fulfillment" status might still be up even though items are in stock due to the difference in time zones, public holidays, etc. Do not worry, your shipment will be ready to go out the next available working day.
Q. What shipping method are your company using ?
A. Express Courier Services: At this moment, we are using FEDEX, DHL, UPS or Aramax (Australia only) and you will be able to decide which courier service that you want. The rates will be displayed for you prior to checkout. These shipping methods include full parcel tracking service.
Semi-Express Services: DHL Parcel Direct / Aramex USPS
Register Air parcel (Regular Air Mail): We are using Singpost/DHL eCommerce
Q. How long will it take for my order to reach me ?
A. Express Courier Service delivers most orders within 3 – 5 days if these orders have no issues with your local customs.
For in-stock items, orders placed before 12 pm Malaysian Time (GMT + 8 Hrs), will be shipped out the very same day. Orders places after that, will be shipped out the next business day.
For Pre-Order items, if you have made full payment in advance, your order will be shipped out the day after we have received the item in stock.
**Current COVID-19 Pandemic has resulted courier facing increased demand and reduced capacity available in the global market due to the flight cancellations by passenger and cargo airlines. There are also new developments on local regulations related to COVID-19 containment. Those situations result in network changes and temporary service adjustments and you may experience delays for your shipment.
Q. What forms of payment do you accept ?
- Credit cards such as Visa, MasterCard, American Express,
- Direct bank-in/transfer.
For international orders we accept :
- Credit cards such as Visa, MasterCard, American Express, Discover.
Q. How secure to make payment using my credit cards online ?
A. The security of your personal information is important to our business. We do not provide or sell any of your personal information. We are currently using the online payment gateway solutions provided by a renown online payment gateway company.
To pay online using credit card, we will send you a payment request email, you can click on the link included in the email to go to a secure payment page. This secure payment page is provided by www.paypal.com and it is using Secure Sockets Layer protocol (SSL) with encryption. Meaning that your credit card details will be encrypted and protected. For security purposes, we will only ship to the address that match to the credit card holder's address.
In this secure payment page, you are required to enter your credit card details. After filling your details, just click on the "Complete Order now" button. That's all ! We will ship your item once your credit card has been verified.
Q. I would like to buy five different pre-order items at one order. Can I do this and save money on shipping?
Yes, you can but please do note that your order will only ship out once the last pre-order item comes in stock. Prior items will be stored at your fulfilment center until then. We would appreciate it if all Pre-Order items are ordered separately. Also, please do not include loose item orders with Pre-Order items unless you are sure you want to wait for them. In some cases, that could take as long as 6 months.
Q. I received my pre-order figure in the mail today, but the box and/or some of the pieces look different that the photos on your web site. WHY?
Product photo is usually of a preproduction prototype. Final product may differ slightly in color and or content.
Q. My Pre-order product still isn’t here and your web site said it would arrive a month ago.
The estimated ship date is given to us from the manufacturer. Some products will miss their estimated ship date due to manufacturer delays. This is normal, but we guarantee you that we will ship them to you as soon as we get them in stock.
Q. Where to trace my DHL Parcel Direct Shipment.
Here's the website to trace https://dhlecommerce.asia/track/Track?ref=
If you have further questions, please e-mail us at firstname.lastname@example.org.