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[Policy] After-sales coverage and solutions

We provide after-sales service for the following conditions, if the problem is not listed in the after-sales exemptions.
  • Mis-shipment: If you are willing to keep the product, we can provide you with a discount. Else, you can request a return.

  • Accessory issues (accessories missing out, damaged, produced in error): The prioritized solution will be sending the original replacement accessory requested from the supplier. You can also choose to accept a refund instead according to the compensation standards or request a refund (if you still prefer to return the product when the problem can be solved by replacing the accessories, you need to share a part of postage for this situation, details please refer to the return policy)

  • Severely shipping damages to the outer packaging: if you are willing to keep the product, we can provide you a partial refund according to our compensation policy. Else, you can request a return (Due to the international long-distance transport, please allow the packaging to have slight wrinkles or deformation. We do NOT support returns for minor shipping damages. If you have very strict requirements for the packaging condition, please make sure you consider this point when purchasing.)

Process of requesting after-sales support

  • Make contact with us if the product has quality issues or shipping damage and provide photos to explain the problem.
  • We will analyze the problem and provide any of the following solutions based on the nature of it and whether the factory can provide replacement parts:
    • Send replacement parts: We will request replacements from the factory and then send them to you at our cost.
    • Provide a partial refund: If the factory does not have spare parts to provide, we will provide you a partial refund based on the grading of the quality issue and the Max reimbursement value of the parts

The grading of quality issues

The chart below lists the common types of quality problems and their grades.

Quality issue description Grading
Electronic function failure (no other appearance issues) Medium
Missing-out/wrong accessory High
Wrong/omission painting for accessories Depends
The detachment between accessories(can be fixed by glue or changing connectors) Low
Structural breakage/deformation of accessories(cannot be fixed by replacing connectors) High
Partial surface cracking (fiber, soft rubber, etc) Depends

 

Different gradings correspond to different reimbursement percentages.

  • Low: 25%
  • Medium: 50%
  • High: 100%

Max reimbursement value of parts

Accessory Max reimbursement value
No broken accessories (detachment issue) 5
Head sculpt w/o special functions 25
Head sculpt w/ special functions 40
Joined figure (material: hard plastic) 20
Seamless figure (material: Silicone) 40
Body w/ special design (tattoo, altered limbs) 40
Clothes piece w/o special design (small) 5
Clothes piece w/o special design (middle) 10
Clothes piece w/o special design (large) 15
Clothes piece w/ special design (small) 15
Clothes piece w/ special design (middle) 20
Clothes piece w/ special design (large) 30
Weapon (large) 15
Weapon (small） 5
Other scene props 5
Figure stand w/o special design 10
Figure stand w/ special design Depends
Packaging box Depends

Payment plans: "full price" and "deposit"

"Full-payment"
  • All in-stock products can only be ordered with this option.
  • All pre-order products support the "full-payment" option. If you order with the full payment option, all payments (including tax and postage) are collected when the order is placed so that you can wait for the shipment with no concerns.

 

"Deposit-payment"

You can order a product by paying a deposit first and the remaining balance when it is getting released soon. "Deposit payment" only applies to the products on pre-order status (some products with relatively low prices only accept "full-payment" options)

  • Deposit amount: $19.99 generally (For a limited few products at higher prices, the deposit can also be set at a higher price)
  • Validity and priority for orders paid with deposit: Same as the orders paid with "full-payment", the reservation is secured after the order is confirmed. After the product arrives, the orders placed with a "deposit" and the balance paid in full will also ship at the same time as the "full-payment" orders.
  • Balance amount: The amount of "full price" on the product page deducting the "deposit". The postage and tax will be collected together with the deposit when the order is placed, the balance amount only includes the remaining of the product price amount (Orders before July 1, 2021, might have a tax added to the balance invoice)
  • Balance payment method: a PayPal invoice will be sent to you. (The billing email is your order email by default. Make sure this email is valid)
  • Opening time of the balance payment: We usually send the invoices after we are notified that the release is coming soon (We might advance the opening time if the product value/quantity is higher than average)
  • Validity of balance payment: The invoice stays valid for 15 days. After the deadline, we will close the order by the cancellation procedure. If you need a longer time to pay, please contact us before the deadline.
  • Deposit refund: Refer to order cancellation policy.

 

Make sure you can receive our emails

In order to avoid missing out on the release notifications and invoices, please make sure you can receive our emails and add us to the safe senders' list.

We will send you these notifications if you pre-order with a "deposit":

  • At the same time we send you the balance invoice
  • When the balance invoice is about to expire
  • If the balance invoice is overdue and canceled

    Deposit option is usually available as long as the product itself is still available to be pre-ordered. However, you may see the deposit option temporarily unavailable in these cases:

    • It might be because that the item is about to be released soon has entered the "balance payment" procedure.
    • Or, it could be that the inventories we put on "deposit" option are temporarily sold out. We probably can still replenish them if the products are still available.

    You can contact our customer service to ask for details.

    The major use of reward points is that they can be redeemed to coupons (store credits). You can use these coupons as money to get discounts on your future purchases.

    We currently support coupon redemption for the following 2 amounts:

    • 500 points for a USD 5.00 off coupon
    • 1000 points for a USD 10.00 off coupon

    The conversion rate between the points and discount value is subject to the actual display. You can access the reward panel and click "ways to redeem" to get more details.

    Click here to load the reward panel (It will display as a pop-up after the page finishes loading) 

     

    Pre-order price guarantee

    • We guarantee that the price of the ordered product (in US dollars) will be the same at the time of the release as when you first ordered it
    • Pre-order products do not apply to any sales campaigns that have direct price markdowns
    • In some cases, if the price is reduced for the reasons of better sourcing costs or competitiveness-related concerns, we will charge you based on the final pricing when the product is released
    • In very rare cases, if we have to rectify the pricing due to system error or staff operation mistakes, we will notify you as soon as the problem is discovered for your advice

    Postage Policy

    Updates:

    • 2022-02-15 Due to the increased shipping costs, we began to charge shipping fee for orders to Brazil according to the weight. (We will keep the postage up-to-date and make the adjustments when the shipping costs change to the normal level)

     

    Our product pricing already includes a "standard shipping cost". "Free shipping" option is available for the areas with shipping costs similar to our standard shipping cost.

    • Free shipping areas: Free shipping is available when you check out (if you are from free shipping areas in the EU, the displayed "shipping price" is not "0" because the "shipping" is a combination of actual postage and sales tax)
    • Other areas: You will have to pay the price difference between "actual shipping cost" and our "standard shipping cost" when checkout.

     

    Multiple shipping options

    For some countries, we provide multiple shipping options. You can see the list of all available shipping methods along with their prices and descriptions on the checkout page and choose any to proceed.

    "Standard shipping" and "premium shipping"

    A shipping option is decided as a "standard" or "premium" level based on the average delivery time and service grades provided by the courier. (NOT by whether it is free)

    Generally, "premium shipping" options have a faster delivery speed (1-week for non-postal commercial expedited couriers), while "standard shipping" options need 2-3 weeks (fluctuates according to the season and the processing speed of each country).

     

    Conditions where additional shipping charges apply

    • When the "standard shipping" option is not available and we can only upgrade the shipping to "premium shipping" to send your package:
      • The size/weight exceeds the limit of all the available carriers we use for "standard shipping"
      • The service of all available carriers we use for "standard shipping" turns unavailable to your address due to force majeure
    • When your order applies "premium shipping" but includes multiple shipments:
      • The "premium shipping" cost includes a fixed cost per package. We will contact you to collect the surcharge if your order needs split shipments
      • Split shipments of orders applied with "standard shipping" do not incur surcharges.

      

    Country Free shipping Paid shipping (Min) Tax Expedited shipping
    United States ✅ US: DHL
    Remote areas in the U.S. ✅
    Canada ✅
    Mexico $10 /Kg, $0 /package EMS(Zone 8)
    Norway ✅
    Ukraine ✅
    United Kingdom ✅
    Russia ✅
    Switzerland ✅
    Cyprus ✅ 💰
    Greece ✅ 💰
    Malta ✅ 💰
    Germany ✅ 💰
    Lithuania ✅ 💰
    Estonia ✅ 💰
    Spain ✅ 💰
    Slovenia ✅ 💰
    Latvia ✅ 💰
    Croatia ✅ 💰
    Slovak ✅ 💰
    Czechia ✅ 💰 EU: FedEx(Include Tax)
    Netherlands ✅ 💰 EU: FedEx(Include Tax)
    France ✅ 💰 EU: FedEx(Include Tax)
    Portugal ✅ 💰 EU: FedEx(Include Tax)
    Hungary ✅ 💰 EU: FedEx(Include Tax)
    Austria ✅ 💰 EU: FedEx(Include Tax)
    Belgium ✅ 💰 EU: FedEx(Include Tax)
    Poland ✅ 💰 EU: FedEx(Include Tax)
    Italy ✅ 💰 EU: FedEx(Include Tax)
    Luxembourg ✅ 💰 EU: FedEx(Include Tax)
    Denmark ✅ 💰 EU: FedEx(Include Tax)
    Finland ✅ 💰 EU: FedEx(Include Tax)
    Ireland ✅ 💰
    Sweden ✅ 💰 EU: FedEx(Include Tax)
    Reunion $15 /Kg, $0 /package
    Belarus $15 /Kg, $0 /package 💰
    Iceland $15 /Kg, $0 /package
    Gibraltar $15 /Kg, $0 /package
    Serbia $15 /Kg, $0 /package
    New Zealand ✅
    Australia ✅
    Turkey ✅
    Israel ✅ Zone H: FedEx
    Vietnam ✅
    Japan ✅
    Korea ✅
    Malaysia ✅
    Thailand ✅
    Indonesia ✅
    Singapore ✅
    Taiwan ✅
    Philippines $10 /Kg, $0 /package PH: FedEx
    India ✅
    Brunei ✅
    Oman ✅ Zone H: FedEx
    Brazil $5 /Kg, $0 /package
    Argentina $20 /Kg, $0 /package
    Chile $10 /Kg, $2 /package
    Colombia $10 /Kg, $2 /package
    Peru EMS(Zone 8)
    South Africa Zone H: FedEx
    Egypt Zone H: FedEx
    Saudi Arabia 4PX EXPRESS
    Bahrain
    United Arab Emirates ✅

    This item is in-stock (released) and could ship immediately.

    When you are seeing this badge, it means this product is already in our warehouse for despatch, and has finished its pre-order status. We can arrange shipping for you as soon as receive your order.

    How long is our processing time? 

    For most items in "in-stock" status, our processing time is 1~3 business days. You would receive an auto-sent shipping notification email when we despatch. 

    Can I order in-stock items together with pre-order items? 

    You can do that of course! We would split the order based on the items' supply status, and ship the in-stock ones in bulk first. 

    100% Original

    We supply products in m.i.n.t. condition from direct suppliers and ensure authenticity from the shown brand (see label around product title).

    Cancellation & Refund

    • Buyers don't have access to cancel the order(s) directly. To cancel an order, you need to submit a request to us. The order can be canceled after the request is approved. The cancellation request needs to be submitted before the despatch. An order cannot be canceled after it is shipped. If you still need to withdraw the purchase, you need to send it back at your own expense through the return process.
    • Cancellation requests for buyers' reasons might have a cancellation fee (Especially, the cancellation requests due to a change of mind because of the release delay also apply to this policy)

     

    Cancellation fee

    For cancellations of most regular products (not indicated as "non-refundable deposit"), a refund will be provided after the request is approved.

    In order to secure the reservation for all pre-orders, we make purchase contracts with the suppliers that include non-refundable deposits and purchase commitments. Cancellations will cause additional purchasing/warehousing costs for us. In order to take better control over the purchase plans and storage costs, please kindly understand that we need a part of the payment as a cancellation fee to offset the risks and costs.

    • No cancellation fee for cancellations made within 7 days from the date of the purchase. A full refund will be provided.
    • 15% of the paid value of the canceled products will be deducted as a cancellation fee for requests made after 7 days from the date of purchase (up to a maximum of $10 per item)
    • For requests made after the release:
      • Orders paid with "deposit": 50% of the paid deposit will be deducted as a cancellation fee. If we still cannot get in touch with you when the balance invoice deadline is due, we will close the order and send you a $10 voucher by default
      • Orders paid with "full amount": 15% of the paid value of the canceled products will be deducted as a cancellation fee (up to a maximum of $10 per item)

     

    For a few products indicated as "non-refundable deposit"

    • Orders paid with "deposit": No refund.
    • Orders paid with "full amount": 15% of the paid value of the canceled products will be deducted as a cancellation fee (up to a maximum of $30 per item)

     

    Cancellations with no relationship with the buyer(production cancellation, inventory sold-out, shipping suspension) will not incur any cancellation fee.

     

     

    Refund payment method for canceled orders

    • If the order is within 180 days, we will send you a refund on the primary transaction.
    • If the order is more than 180 days ago, we will send you a PayPal transfer/voucher/reward points to pay you back. When you claim the PayPal transfer, there will be a PayPal transaction fee (about 4%) on your end.
    Product price policy
    • To help you better estimate the full cost on the product page, our pricing already includes a standard shipping cost, which makes it look higher than the market price. However, if you are from our "free shipping areas", it also means that you do not need to pay any postage when checkout (Refer to the real-time display on the checkout page for details)
    • Different variants of the same product can come at different prices. Click the variant to confirm its price.
     
    • If you choose to pay a "deposit" to place pre-orders, the remaining balance will be charged separately with a PayPal invoice when the release is coming. The amount of the balance is the displayed "full price" amount deducting the "deposit" amount.
    • Our pricing/transaction currency is USD
      • You can select different currencies when browsing the store, but all prices will be converted to USD after you submit the cart to the checkout process
      • We also use USD to calculate the remaining balance of the pre-orders made with deposits (as the balance payment is usually scheduled several months after the deposit payment, the final amount in your local currency may fluctuate due to exchange rate changes)

    We will notify you by this email for everything related to your purchase on our website, including:

    1. Order confirmation
    2. Shipping notification with tracking number
    3. Order communication
    4. Pre-order release notification
    5. PayPal invoice for pre-order remaining balance
    6. Customer support emails
    7. Newsletters

    It is important to make sure that you can receive emails well from us so you don’t miss out anything important regarding your orders.

    • Please make sure the spelling of your email is correct
    • Use active email for your account
    • Check whether our emails were put in SPAM folder of your mail agent (you can search by @giantoy.com), mark them as “Not SPAM” if you find any. (We don’t SPAM)
    • We strongly advise you to only use one email to manage orders from our website.

    If you need to change your account email to another, please contact us via support@giantoy.com with your current email & new email you want to revise to.

    Postage Policy

    Updates:

    • 2022-02-15 Due to the increased shipping costs, we began to charge shipping fee for orders to Brazil according to the weight. (We will keep the postage up-to-date and make the adjustments when the shipping costs change to the normal level)

     

    Our product pricing already includes a "standard shipping cost". "Free shipping" option is available for the areas with shipping costs similar to our standard shipping cost.

    • Free shipping areas: Free shipping is available when you check out (if you are from free shipping areas in the EU, the displayed "shipping price" is not "0" because the "shipping" is a combination of actual postage and sales tax)
    • Other areas: You will have to pay the price difference between "actual shipping cost" and our "standard shipping cost" when checkout.

     

    Multiple shipping options

    For some countries, we provide multiple shipping options. You can see the list of all available shipping methods along with their prices and descriptions on the checkout page and choose any to proceed.

    "Standard shipping" and "premium shipping"

    A shipping option is decided as a "standard" or "premium" level based on the average delivery time and service grades provided by the courier. (NOT by whether it is free)

    Generally, "premium shipping" options have a faster delivery speed (1-week for non-postal commercial expedited couriers), while "standard shipping" options need 2-3 weeks (fluctuates according to the season and the processing speed of each country).

     

    Conditions where additional shipping charges apply

    • When the "standard shipping" option is not available and we can only upgrade the shipping to "premium shipping" to send your package:
      • The size/weight exceeds the limit of all the available carriers we use for "standard shipping"
      • The service of all available carriers we use for "standard shipping" turns unavailable to your address due to force majeure
    • When your order applies "premium shipping" but includes multiple shipments:
      • The "premium shipping" cost includes a fixed cost per package. We will contact you to collect the surcharge if your order needs split shipments
      • Split shipments of orders applied with "standard shipping" do not incur surcharges.

      

    Country Free shipping Paid shipping (Min) Tax Expedited shipping
    United States ✅ US: DHL
    Remote areas in the U.S. ✅
    Canada ✅
    Mexico $10 /Kg, $0 /package EMS(Zone 8)
    Norway ✅
    Ukraine ✅
    United Kingdom ✅
    Russia ✅
    Switzerland ✅
    Cyprus ✅ 💰
    Greece ✅ 💰
    Malta ✅ 💰
    Germany ✅ 💰
    Lithuania ✅ 💰
    Estonia ✅ 💰
    Spain ✅ 💰
    Slovenia ✅ 💰
    Latvia ✅ 💰
    Croatia ✅ 💰
    Slovak ✅ 💰
    Czechia ✅ 💰 EU: FedEx(Include Tax)
    Netherlands ✅ 💰 EU: FedEx(Include Tax)
    France ✅ 💰 EU: FedEx(Include Tax)
    Portugal ✅ 💰 EU: FedEx(Include Tax)
    Hungary ✅ 💰 EU: FedEx(Include Tax)
    Austria ✅ 💰 EU: FedEx(Include Tax)
    Belgium ✅ 💰 EU: FedEx(Include Tax)
    Poland ✅ 💰 EU: FedEx(Include Tax)
    Italy ✅ 💰 EU: FedEx(Include Tax)
    Luxembourg ✅ 💰 EU: FedEx(Include Tax)
    Denmark ✅ 💰 EU: FedEx(Include Tax)
    Finland ✅ 💰 EU: FedEx(Include Tax)
    Ireland ✅ 💰
    Sweden ✅ 💰 EU: FedEx(Include Tax)
    Reunion $15 /Kg, $0 /package
    Belarus $15 /Kg, $0 /package 💰
    Iceland $15 /Kg, $0 /package
    Gibraltar $15 /Kg, $0 /package
    Serbia $15 /Kg, $0 /package
    New Zealand ✅
    Australia ✅
    Turkey ✅
    Israel ✅ Zone H: FedEx
    Vietnam ✅
    Japan ✅
    Korea ✅
    Malaysia ✅
    Thailand ✅
    Indonesia ✅
    Singapore ✅
    Taiwan ✅
    Philippines $10 /Kg, $0 /package PH: FedEx
    India ✅
    Brunei ✅
    Oman ✅ Zone H: FedEx
    Brazil $5 /Kg, $0 /package
    Argentina $20 /Kg, $0 /package
    Chile $10 /Kg, $2 /package
    Colombia $10 /Kg, $2 /package
    Peru EMS(Zone 8)
    South Africa Zone H: FedEx
    Egypt Zone H: FedEx
    Saudi Arabia 4PX EXPRESS
    Bahrain
    United Arab Emirates ✅
    <to be added>
    Tax price policy
    • Apply to: Only EU orders require tax payment for now. We will use our own IOSS number to ship the package to make sure it arrives with no extra stop or fees.
    • Amount: We confirm the declaration value based on the product category and charge the tax based on it (Refer to the spreadsheet below for more details)
    • Payment method: Note that we add the tax in the shipping costs (instead of in the tax line).
    • Taxes of history orders: For pre-orders made with deposits before July 21, 2021, we will add the tax to the balance invoice. The taxes are waived for history orders made with full payments.

     

    Product weight and shipping weight limit

    The estimated product weight is displayed on the product page and is a gross value after packing.

    If your shipping address is outside the areas below, there are no weight limits on your packages. we have alternative shipping plans to carry heavier packages with no additional fees on your end. You do not need to consider weight limits when ordering.

    If your shipping address is within the areas below, there are limits on the weight of the packages we can send. You can still choose a relatively economic "standard shipping" plan to place the order:

    • If the overweight issue can be solved by split shipments, we will split the order into several packages and charge no additional fees
    • If your order is included with a single item over the weight limit and placed with the "standard shipping" plan, we will hold the shipment and contact you for advice
      • You can upgrade the shipping to "premium shipping" by paying the shipping price difference
      • You can provide us a new address outside the areas with weight limits

     

    Notes: 

    Remote areas in the U.S.: ZIP Codes 006-009, 967-969, 995-999. The other areas do not have this limit.  

    Country Weight limit (Kg)
    Ukraine 2
    Reunion 2
    Belarus 2
    Iceland 2
    Gibraltar 2
    Serbia 2
    Indonesia 2
    India 2
    Oman 2
    Brazil 5
    Argentina 2

    Shipping time (supply status)

    A product available to be ordered can come with 2 supply statuses: "pre-order" or "in-stock" (you can tell it by the product title or supply status label on the product page)

    • In-stock products: Generally shipped 1-3 days after the order is placed.
    • Pre-order products: These need to be shipped after the official release from the supplier. The actual shipping time is only subject to the notice from the supplier. Due to the complexity of the production of art collectibles, which involves a great deal of purely manual work, the actual release time is usually later than the estimated release time at the time of the pre-order opening. We are not responsible for any production delays at the end of our suppliers.

    If your order includes items with different shipping estimate times (e.g. in-stock items and pre-order items, pre-order items with different release times), we will split it into separate packages and always send the available items firstly.

    Due to the limited production quantity and times of production, some items can sell out soon. The sold-out items will display a "sold out" status and cannot be added to the cart.

    • The change in the product availability does not influence the validity of confirmed pre-orders (if your order was paid with only a deposit, the balance payment is with a PayPal invoice separated from the website order systems and thus not influenced by the "sold-out" status)
    • Some items might still get restocked. You can click the "Notify me when available" button to subscribe to the notifications when restocked.