(Orders & Shipping)

■How can I pay for my order?

When you go through the checkout process, you can pay with Spiral or AliPay by your VISA or MasterCard credit card.

■When will my order be shipped?

For stock items:

The goods will be shipped out within 7 business days. The actual arrival date depends on the courier delivery speed and customs clearance.

For pre-order items:

Freight Collect goods will normally be shipped out on the official release date but delivery of some items may be arranged in several batches or delayed. Freight Prepaid goods will be shipped by combined shipping, i.e. goods will be shipped together only when all items in the order are ready. If customers wish to have each item shipped separately, please place one order for each item or email us to request shipping quote for individual shipments.

We will inform the tracking number and ship-out date after the goods are dispatched. The official release date is solely fixed by the manufacturer (brand). We have no control over actual official release date thus will NOT accept order cancellation due to change of official release date. Customer have to accept the delivery arrangement decided by the corresponding brands. We will irregularly update the release date on our website but will NOT send individual notification to customers who have pre-ordered the affected items. Please refer to the manufacturer’s official social platform or official website for the most updated release schedule and shipping arrangement.

■How can I check my order details?

If assistance is needed, please contact [email protected] and we shall respond to emails within three working days.

■Do you ship internationally?

Yes, we ship to countries all over the world (but there are sales area restrictions for some items). You may shop for yourself or send gifts to your overseas friends and relatives. Please make sure to give us all necessary shipping information.

■How much does shipping cost?

Shipping costs (Freight & Tax) are based on sending location, country of destination and shipping address.

Goods will be shipped out from either China Mainland or Hong Kong depending on the actual stock location. We do not accept request of dispatch from a specific location.

If we have not requested payment of delivery charge in your order, you will have to pay such charge to the courier company.

Note: If the shipping cost calculation goes wrong due to the customer's failure to select the correct destination area, making the shipping cost underpaid or not paid to us, we will not ship the goods until the customer has paid the full shipping cost and we also have an absolute right not to reserve any goods for the customer or even cancel the order directly and we shall not be liable for any loss caused by the customer not being able to buy the related product.

Whether or not you have paid for delivery charge in your order, you still have to pay for import tax (if any) to the customs of your country.

Note: D4 Toys will deliver the products according to customer’s instructions. For many international shipments you may be required to pay customs and duties, obtain certain licenses or apply for registration of your purchased products in your own country to receive delivery of your package. The customs charge and/or import regulation is determined completely by the government of your country. We have no control over those costs or regulations. As such, D4 Toys will not pay, nor be held responsible, for such costs or arrangement for application of import license. If the package is rejected by the customs of your home country or otherwise and returned to D4 Toys, you will be responsible for the original shipping charge, return shipping charge and any surcharges arisen. We will not arrange delivery unless you settle the aforementioned charges.

■I placed my order, I did not get the email order receipt but the order shows up in My Account, but. Did I successfully place the order?

Yes, we have your order without problem even if you missed the email order receipt. It is possible your email receipt fall into your Spam folder, so you should check there and add [email protected] to your address book to ensure future order communication makes it into your inbox.
If you need assistance, please contact [email protected] and we shall respond to your email as soon as possible.

■I ordered an item and it should have arrived by now but it hasn't. What can I do?

Rest assured that please follow up with Fedex, SF Express or EMS using the tracking number we provided to see if they can help you find your package. If you still need help or have questions, please mail to [email protected] and we shall be glad to assist and ensure your toys can reach your hands in a prompt manner.

Note: D4 Toys has no control over and will not be responsible for any delays due to weather conditions, seasonal holidays and special traffic control (i.e. Christmas, Easter, Thanksgiving, Chinese New Year, COVID-19, etc.).

■What company name will appear on my credit card statement?

D4 Toys Co., Ltd. will be the company name on your credit or debit card statement.

(Reference Prices)

For orders deliver to ALL countries, charges will be in currency Hong Kong dollars (HKD). The United States dollars (USD) price shown on the website is for reference only.

Note: Exchange rates are updated irregularly per international bank announcement. D4 Toys reserves all right to decide the exchange rate for orders placed on the site D4toys.com

(Shipping Methods)

(Hong Kong) For local orders, SF Express (freight collect) will be used. You will be requested to pay the delivery charges and any other surcharges to SF Express in CASH, once the package arrive to your door.

(Mainland China) For Mainland orders, we will use SF Express as our designated courier company (freight collect). Customers will be responsible for all freight, plus China Customs and Tax (if the package is sent from Hong Kong). You will be requested to pay the delivery charges to SF Express, once the package arrive to your door.

(International) D4 Toys welcomes and accepts orders all over the world and ship internationally. Fedex is the default shipping method for overseas orders. Or you may save your pocket by requesting Hong Kong Post EMS or Air Parcel / Surface Parcel, only a longer transit time, prolonged custom clearance or import inspections are necessary. If you prefer any of the Hong Kong post services, please send email to [email protected] for assistance. Orders shipped by non-default shipping method from HK will be dispatched up to 14 days later than orders shipped by Fedex from Mainland China as we have to transport the goods from Mainland China to Hong Kong first.

(Japan) Due to commercial commitments, we regret that we cannot ship any products to Japan directly. Japanese fans please buy from local retailers in Japan.

Note:
1. “SF Express - Standard” is our default SF Express delivery mode for orders to Hong Kong, Mainland China, Macau and Taiwan while and Fedex international economy or EMS (shown during checkout) is our default delivery mode for international orders. If customer did not choose “SF Express – Economy (ground)” or give us any special instructions in step 4 “Add Comments About Your Order” during checkout, D4 Toys reserve the right to use our default delivery mode under all circumstances.

2. All orders made on d4toys.com CANNOT be picked up at Sentinel official shop “Sen-ti-den” in Mong Kok. We will not accept order cancellation or refund request due to not being allowed to pick up at “Sen-ti-den”.

3. We do not deliver to P.O. Boxes and hotels. All dispatch is only to Residential or Commercial Address.

4. D4 Toys reserves the right to reject any orders placed on the site which are to be sent to areas considered out of reach.

(Packaging)

All products sold on d4toys.com will be packed according to the strict standard set by the brand. Each product may or may not have its designated e-shop outer carton. We will combine and pack orders made under the same account and do not accept request of split shipment for the same product nor using separate or extra outer cartons. We do not sell outer carton nor package box either.

We always try our best to pack the product with enough protection. By ordering on our website, customers understand that it is possible that the package box may be dented, scratched or damaged during transportation and we will not provide replacement of a new package box.

The packaging boxes may be unpacked during Customs clearance and that is beyond our control. Therefore, you may receive same products with different packaging in result.

(Aftersales Service Policy)

If any defect is found, please click on over to contact us and we shall try our best to help you out.

Repair or exchange service is not applicable to non-trivial defects in appearance or minor flaws which meets factory standard and does not hinder play experience.

The repair or exchange service period for new products is within 6 months counting from official launch date. If you purchase an old product at d4toys.com or Sen-ti-den, you are entitled to a privilege of an extended exchange and repair service for 3 months counting from purchase date. The extended aftersales service is not applicable for purchase of old items at any other toy shop.

Note: Official launch date is shown on the manufacturer’s official website. E.g. www.sentinel-toys.com , www.flametoy.com and www.gecco.co.jp/index-en.html . For items that are not exclusively distributed by D4 Toys for overseas area outside Japan, customer may have to contact the manufacturer directly for aftersales enquiry.

We reserve the rights not to provide aftersales service to the following:

Goods without valid receipt or original packing
Items that cannot be proved as authentic dealer products
Products which have gone through unauthorized remodeling or repair
Man-made damage not caused during production
Goods and order no. or invoice which have already been used to apply for aftersales service before

We will only offer an exchange of the whole main body if the defective main body is considered by us to be non-repairable. Basically, repairing or replacing the defective part will always be our priority approach to all aftersales cases.

Customers have to bear the delivery charge for sending the damaged goods to us or come to our Tsuen Wan Hong Kong customer service centre in person for repair or exchange service.

The aftersales service policy applies to all direct orders on our website as well as all products distributed by us to countries all over the world.

(Cancellation & Refund Policy)

All paid transactions are final. Purchased products cannot be changed to other products, cancelled nor refunded under all circumstances. Once a pre-order or stock item order is confirmed and paid via Spiral or Alipay, we will not accept order cancellation of any reasons.

The only acceptable refund request is, when an item is purchased directly on our website and already delivered to the customer, yet found to have factory defects and needs repairing or exchanging but we cannot repair it or have no stock for replacement. The defective item will be requested to return to D4 Toys before refund. Customer will be responsible for the return shipping charges and taxes plus 10% of the total product purchase price. The balance will then be refunded to you. We regret that we do not refund original shipping and handling fees.

The aftersales service enquiry related to the refund request must be submitted within 7 days from goods receipt date. Refund will be issued to the same account holder and in the same form of payment originally used for purchase (PayPal or Alipay). Refund may take 2 weeks to process.

(Undeliverable Orders)

Occasionally we may come across orders with incomplete or incorrect shipping information, a PO Box address or hotel address, multiple failed delivery attempts, refusal to pay tax/ to provide ID copy/ failure in making import declarations or parcel being refused by recipient.

1) When the delivery agent returns an undeliverable package to us due to above reasons, we will hold the package or issue a refund by deducting the original shipping fee, handling fee, return shipping fee and any surcharges arisen plus 10% of the product unit price as re-stocking fee. We can also re-ship the order that are returned to us as undeliverable or unclaimed. However, customer will be charged for resending the parcel.

2) When the parcel has been signed by someone else or has gone missing due to above reasons, as long as the shipping information on our shipping document matches that provided by the customer before payment or through email at a later time, we will not refund or be held responsible if customer cannot purchase including but not limited to a limited item. If stock is still available, customer may place a new order by paying for the item and the corresponding delivery fee again.

(Customs & Tax / Fees to Import)

When pressing “confirm order” and ordering from d4toys.com, you are considered to accept the responsibility for the import duties and/or tax, additional charge and Import Trade Declaration for custom clearance must be borne by you. At the same time, you must comply with all the laws and requirements of the country in which you are receiving the items and custom policies vary widely from country to country, and you should contact your local customs office for further information. D4toys.com has no control over these charges and is without any responsibility for the ordered goods importing to your country.

If you have not been able to commit this statement of the aforementioned and the package is subsequently returned to us, we will process the return as stated in (Undeliverable Orders).

(Contact Us)

If you have any comments or queries regarding our shipping & handling policy or the quality of our customer service, please send an e-mail to [email protected] for our sincere processing.

In the event of a conflict between the English translated version of these terms and the Chinese language version, the Chinese language version shall control.