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HELP CENTER

Delivery promise

We protect the transaction until the package is finally delivered.

SAFE DECLARATION

We declare a safe value on all packages to avoid customs fuss. 

TRACK YOUR PACKAGE

UNIVERSAL TRACKING

Recommended to use one week after despatch for China Post, DHL, EMS.


DETAILED TRACKING 

Recommended to use within 1 week after despatch for early details.

SPECIAL LINE CA/AU/MX

For standard shipping to Canada, Australia,  and Mexico.

FQA

How to trace the shipping of my package?

As soon as the package is despatched, you would receive an auto-sent email with tracking number. Using the tracking number, you can use the 3 tracking websites to check the tracking updates.

Why is there no updates?

  1. No A-scan (completely no tracking updates): This is probably because the carrier is still processing the package. When the package has been despatched over 2 days, you can go to our carrier's website to see the domestic transferring updates, which would sync to 17track later. If it's been over 5 days and you still can't track your package (even on our carrier's website, please contact us) 
  2. No updates since "Left XXX": It's common to have a window period after the package has left China to the destination country, usually it would last for 1~2 weeks, depending on the processing efficiency in destination country. The updates would start appearing again after the package is processed locally. When you see no updates after your package leave our city/country, please know that it's not lost or stuck, and is in regular transit.

What if the package is lost during transit?

We promise a safe final delivery until you receive the package (regardless of PayPal buyer protection coverage). If unfortunately, the package is lost, we would investigate it with our carrier, after we confirm it's a fact, we'll arrange another shipping or fully reimburse you. For more info, please read our shipping policy. 

What if the package is delayed during transit?

For standard shipping, since the channel is carried by international post system, there could be a delay during busy seasons (usually winter) when the quantity of the packages has a surge and under bad weather conditions. Please kindly understand and allow it more time. 

For packages severely delayed, we would compensate according to the tracking options. For more info, please read ourshipping policy

SHIPPING POLICY 

OPTIONS

Introducing: countries we ship to, carriers we use, time it takes.

SHIPPING POLICY

Introducing: Delivery promise, delay compensation & rejection.

DECLARE POLICY

Introducing: how much we declare and what if tax comes.

NEED OUR HELP?

Please use tracking websites to trace the package first. 
If you have shipping-related questions, please contact us.

What is deposit?

Deposit is the down payment to reserve a product on pre-order status.

  • We only provide this option for "pre-order" items with price above $80.
  • Deposit is $19.99. 
  • Deposit-made orders has the same priority as full-payment-made ones.
  • Deposit is fully refundable before release date. 

How much balance do I have to pay？

Remaining balance = Full Price - Deposit ($19.99)

 

When and how do I pay for the balance?

  • We would send you a PayPal invoice when are informed of imminent release from supplier. 
  • We would use the email account you leave for this item when ordering to contact you. Please make sure this email is reachable. 

Related Policy

By ordering this item, you can earn 1: 1 reward points in the shown amount, if you are a registered member and checkout with your own account. 

What can reward points do? 

Reward points = discount. We can redeem your points to discount code. 500 points =$5 off. 1000 points = $10 off.

 

* Special notes for deposit

If you pre-order an item with deposit, you would first get the points for the deposit.  The points for remaining balance would be added after you pay for the balance invoice.  

 

Know more about the reward points system

Click here.

 

Current full price is guaranteed when release. 

  • If you pre-order, you are guaranteed to have the current price when release. 
  • Pre-order products won't apply to any sales campaigns that has direct price markdowns, we would keep the it stable. You don't have to worry about whether you ordered it in the best time or not.  

If we really have to change the price 

Very randomly, but if we really have to change the price because of an adjustment in cost / market reasons / supplier's direct requirements, here is what we do: 

Price goes higher 

It would not affect you, you would still have the price when you ordered. 

Price goes lower

We would refund you the exceeding amount.

Note: this would not apply after the product is released for more than 3 months. 

 

  • We ship from China mainland with fully traceable tracking numbers for all packages. 
  • In order to offer a straightforward pricing, we offer free shipping for most countries we ship to, which means you do not need to pay for the postage if you go with the standard shipping method when checkout. 
  • We also provide expedited shipping to some countries (See the last column of the chart) . All expedited shipping methods need postage calculated based on the weight of the products. (If your order contains items that need to be shipped separately, we need to charge you for the fixed cost per additional package, this fee is only needed for the split shipment of expedited shipping) 

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).

Pre-order policy

If you need to cancel your pre-order, the refund amount will be determined by the following conditions: 

  • If the request is made within 7 days after purchase, you will get a full refund. 
  • If the request is made after 7 days, you will get an 85% of the paid amount, 15% as the cancellation fee. 
  • If the request is made after the release notification, you will get 50% of the paid amount from a refund or transfer, or 70% store credit from a voucher or reward points which you can use as discounts for future purchases. 
  • If the project is confirmed canceled by the supplier, you will get a full refund with no questions asked. 

The reason for the cancellation fee

In order to secure all pre-orders, we need to make purchase contracts with our suppliers that include non-refundable deposits and purchase commitments that must be fulfilled. Pre-orders canceled due to buyers' reasons 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. 

We don't take responsibility for pre-order release delay

As a seller, we do not promise actual shipping times for pre-order products and do not take responsibility for the release delay, as it is entirely up to the suppliers and factories.

We can ensure you that:

  • Process your order as soon as the product is officially released
  • Respond to your requests on your order progress during the wait with all information we can provide

Order cancellation requests with "release delay" still need to comply with our pre-order policy. Please consider carefully before making the pre-order, and make sure that the product is what you do not mind giving it some extra time. 

 

View related policy

What are $19.99 and "Full Price"?

  • $19.99 the deposit ( partial down payment ) you put to reserve a pre-order item, differing from the "full price".
  • Full price is in the highlight notes from where you click, and is the actual value of this item.
  • Remaining balance ( full price - $19.99 ) would be charged after release, via a PayPal invoice to fulfill the full-price amount, if you order with deposit.

Do I have to pay extra besides full price to finally get this item? 

  • Postage: we offer free shipping to most countries around the world. 
  • Tax: Tax-free.  
  • Declaration: We declare packages in safe value (< 20 USD)

Switch payment method between "Full Price" or "Deposit"

You are free to choose whichever method you prefer to pre-order a product. Simply click on the payment variant you want to go with. 

 

 

We would 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.