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 ship?

For spot goods :
The goods will be shipped out within 7 business days. For the delivery, it depends on the courier delivery speed.

For booking order:
We will inform the ship out date by e-mail.

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 do 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 ensure to give us all your necessary shipping information.

How much does shipping cost?
Shipping costs (Freightage & Tax) are based on your location, shipping country and address.

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, and as such 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 return shipping charges and a re-stocking fee of 10% of the total product purchase price.

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 within two business days.

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 my toy model and it should have arrived by now, but it hasn't. What can I do?
Rest assured that please follow up with DHL , 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 not able to 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 including Hong Kong, charges will be in currency United States dollars (USD) only.

Note: Exchange rates are updated weekly 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 but consider if out of reach areas then D4 Toys reserves the right to reject any orders placed on the site.

(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 via China Post, 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. You may choose to ship via Fedex for expedited shipping. Or save your pocket by EMS via China Post (Hong Kong Post vice versa), only a longer transit time, prolong custom clearance or import inspections are necessary.

(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:
Please note that we Do Not Deliver to P.O. Boxes and hotels. All dispatch only to Residential Address or Commercial Address.
If need assistance, please contact info@d4toys.com and we shall respond to emails within two business days.

(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.

(Non-returnable items)

Any goods returned more than 10 days after delivery.
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.

(Exchange Policy & Return Procedures)

All products are checked for strict quality control and in fine packaging before dispatch. The product may be damaged in the delivery process hence we do offer exchanges only if you received a damaged, defective, or incorrect product. We will arrange to re-send the product in the same form of shipping method originally used for purchase as long as evidence or photos of the outer carton, the package box and the product upon arrival can be provided to us. However, we will not provide replacement of new package if only the package box is dented, scratched or damaged during transportation.

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.

Click on over to CONTACT US or email us at info@d4toys.com and we shall try our best to help you out.

(Aftersales Service Policy)

If any defect is found, please email to info@d4toys.com for exchange and repair service (if applicable). Exchange and repair service is not applicable to any product with fewer than 3 obvious defects.

The exchange and repair 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 exchange and repair service for 3 months counting from purchase date.

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.

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 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 only available by AliPay or PayPal, it takes 3 to 4 weeks to process. However, refund request is only available within 30 days from the payment transaction date.

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

(Undeliverable Orders)

Occasionally orders are returned to us as incorrect address, a PO Box and hotel address, failed delivery attempts, refuse to pay tax/ refuse to provide ID copy/ unable to make import declarations or parcel refused by recipient.

When the delivery agent returns an undeliverable package to us, we issue a refund by deducting the original shipping fee, 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 resend shipping fee per parcel. Re-shipping fee is based on the original shipping method used for your purchase.

(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 reflect 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 a translated version of these terms and the English language version, the English language version shall control.