Welcome to D4TOYS website.
Shipping & Delivery - FAQs
Shipping & Handing

(Orders & Shipping)

How can I pay for my order?
When you go through the checkout process, you can pay with PayPal or AliPay by your VISA, MasterCard or UnionPay, credit or debit 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:
The goods will normally be shipped out on the official release date and no later than the seventh day counting from the official release date. We will inform the tracking number after the goods is 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. We will only update the release date on our website and will NOT send individual notification to customers who have pre-ordered the affected items.  
 

How can I check my order status?
Sign In to My Account and click on the My Order link to check on the order status.
If need assistance, please contact info@d4toys.com and we shall respond to emails within two business 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 ot give us all necessary shipping information.

How much does shipping cost?
Shipping costs (Freightage & Tax) are based on sending location, country of destination and address.
Goods will be shipped out from either China or Hong Kong depending on the actual stock location and we do not accept request of dispatch from a specific location.

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.

How do I track my packages?
Sign In to My Account and click on the My Order link to check on the shipping status.
If need assistance, please contact info@d4toys.com and we shall respond to emails as soon as possible.

I placed my order and it shows up in My Order History in My Account, but I did not get the email order receipt. Did my order go through?
Yes, your order will continue without issues even if you missed the email order receipt. It's possible your email receipt fall into your Spam folder, so you should check there and add info@d4toys.com to your address book to ensure future order communication makes it into your inbox.
If need assistance, please contact info@d4toys.com and we shall respond to emails within two business days.

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 to see if they can help you find your package. If still need help or have questions, please contact us info@d4toys.com 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 and seasonal holidays (i.e. Christmas, Easter, Thanksgiving, Chinese New Year, 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 international reference only. 

Note: Exchange rates are updated regularly 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, you can choose SF Express or EMS. For SF Express, you will be requested to pay the delivery charges and any other surcharges to SF Express in CASH only, once the package arrive to your door. For EMS, we will request payment of delivery charges prior to goods dispatch). For the off-shore island, registered post via Hong Kong Post Office may apply. D4 Toys reserves the right to reject any orders placed on the site which are to be sent to areas considered out of reach.

(China Mainland) For Mainland orders, we will use SF Express as our delivery company. Customers will be responsible for all freightage of courier companies, including China Customs and Tax. You will be requested to pay the delivery charges to SF Express in CASH only, once the package arrive to your door. In case customers choose to ship by EMS (which is possible but we do not recommend), all freightage have to be prepaid and a long transit time is necessary.

(International) D4 Toys welcomes and accepts orders all over the world and ship internationally. We ship via Fedex for expedited shipping. Or you may choose to save your pocket by using EMS or Hong Kong Post, only a longer transit time, prolong custom clearance or import inspections are necessary. If you prefer EMS or Hong Kong post, please send email to info@d4toys.com for assistance.

(Japan) Restrictions to sell 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. All orders made on D4 Toys 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”. 
2. We do not deliver to P.O. Boxes and hotels. All dispatch is only to Residential Address or Commercial Address.
If need assistance, please contact info@d4toys.com and we shall respond to emails as soon as possible.

(Goods Return)

What's our return policy?
We want you to enjoy playing our toy and action models. If you are not satisfied with your purchase, please email us at info@d4toys.com within 10 days after delivery with your order receipt to tell us why you are not happy with your case. Once we have confirmed we are able to accept your return, and process a replacement (exact same toys, figurines or action models), we will give you a return authorization number.

Please do not return goods to D4 Toys without contacting our Customer Care, for an authorization number.

After 10 days of the delivery record, D4 Toys cannot accept returns.

Returns may only be exchanged for replacements of the exact same toys, figurines, action models, and with the exact same images and colors of merchandises. Customers may have to bear the shipping cost of returning the original product as well as the delivery charge of the second delivery. 

(Non-returnable items)

Any goods received over 10 days.
Any contrived damage.
Any free gift accessories and parts.
Any discount, clearance or sales items that D4 Toys has already stated non-returnable.
All non-returnable items will neither receive refund nor return to you.
In the event of dispute, D4 Toys decision shall be final and conclusive.

(Aftersales Service Policy)

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.

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

If any defect is found, please click on over to CONTACT US or email us at info@d4toys.com and we shall try our best to help you out.

Repair or exchange service is not applicable to any product with fewer than 3 obvious defects.

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 www.d4toys.com or Sen-ti-den, you are entitled to a previledge of an extended repair or exchange 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 www.sentinel-toys.com and official websites of other brands.

We reserve the rights not to provide aftersales service to any goods without valid receipt or original packing and to any goods which have gone through unauthorized remodeling or repair. 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 office in person for repair and 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.

(Refund Policy & Timeline)

Once a pre-order or stock item order is confirmed and paid via Paypal or Alipay, we will not accept order cancellation of any reasons. We shall only accept refundable request if the item be proved was factory defect and lacks of stock for replacement. The defective item will be requested to return to D4 Toys before refund. Customer will be responsible for the original and return shipping charges and the 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 with the return.

Refund will be issued to the same account holder and in the same form of payment originally used for purchase.

Refund is only available by AliPay or PayPal and it takes 3 to 4 weeks to process. However, refund request is only available within 7 days from goods receipt date.

Please note that cash refund or direct deposit, is not available at present.

(Undeliverable Orders)

Occasionally we may come across orders with incomplete or incorrect shipping information, a PO Box and 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.

When the delivery agent returns an undeliverable package to us due to above reasons, we will issue a refund by deducting the original and return shipping fees, handling fee and 10% of the value of products as re-stocking fee. We can re-ship orders that are returned to us as undeliverable or unclaimed. However, customers will be charged for resending the parcel. Re-shipping fee is based on the original shipping method used for your purchase.

When the parcel has been signed by someone else or has gone missing due to above reasons, we will not refund or be held responsible if customer cannot purchase including but not limited to a limited or an exclusive item. If stock is still available, customer may place a new order by paying for the item and corresponding delivery fee again.

(Secure Shopping Guarantee)

Rest assured that giving your credit card number over the Web with D4toys.com is safe and secure. We use our best efforts to protect your personal information (including credit card number, name, address and password) is encrypted during transmission using the latest 128-bit Secure Sockets Layer (SSL) technology to ensure all your details are kept secure. Help us out in maintaining the security of D4toys.com please remember to logoff My Account before leaving your computer unattended.

Note: In the event a product is listed on the site D4toys.com at an incorrect price or with incorrect information because of site errors or system errors, orders for such products will be revised to match the correct price or information. D4 Toys reserves the right to accept or reject any orders placed on the site.

(Customs & Tax / Fees to Import)

When you 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 D4 Toys, you will be responsible for the return shipping charges and a re-stocking fee of 10% of the total product purchase price. The balance will then be refunded to you.

Contact Us

If you have any comments or queries regarding our shipping & handling policies or the quality of our customer care, please send an e-mail to info@d4toys.com 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.