FAQs
General
PAYMENT
Q: What are the payment options?
Visa Card, MasterCard, and PayPal are accepted for all orders. Interac e-Transfer payments are also accepted for Canadian customers. All transactions are settled in Canadian Dollars.
Q: How do I make the payment by Interac e-Transfer?
If you selected to pay by e-Transfer when placing the order, please send the payment via your online bank to info@hobby-bee.com, and include your order number in the message.
RETURN
Q: Can I return my order?
You can return unopened items within 14 days after you received your order; however, a restocking fee (20% of the item price) will apply. The customers are also responsible for the return shipping fees.
Q: What if my item is damaged when I receive it?
All items are well wrapped and protected before being shipped. Although standard shipping options do not include shipping insurance, you may choose to purchase insurance at checkout for items valued at up to $400 CAD in total (Coverage for damages & loss only. Package theft is not included). If any damage occurs during shipment and your package is insured, we will work with you to make the claim toward the shipping carrier.
In situations of missing/broken pieces, customers should contact manufacturers directly for solutions or replacements. However, we can provide open-box inspections on your behalf to ensure there is no broken or missing pieces before shipment. Leave a comment in the special instruction box when placing your order if you need the inspection service. Please note that inspected items cannot be returned.
PACKAGING CONDITION
Q: Will packaging of my item be in perfect condition?
We do our best to ensure that all our products are shipped in the best condition and provide sufficient protection to keep them safe in transit. But sometimes the products are not in Mint Condition when they arrive at our warehouse, so we cannot guarantee all packagings are in Mint Condition. Instead, we will ship out the boxes in the best condition first. If the condition of the boxes is a concern to you, please feel free to contact us first to see if we still have the item in packaging condition acceptable to you.
Pre-Orders
Q: Why should I pre-order an item?
Some items are very popular and limited in quantities; these popular items could be hard to find after being released. You could reserve an item by placing a pre-order and secure it at its pre-order price. Although unlikely, if by any chance the manufacturer was unable to fulfill our orders or cancels the production, the whole amount you have paid will be refunded.
Please also note that it is recommended not to place pre-orders in the same order with any in-stock item.
Q: When do I have to pay for the pre-order?
An "Early Bee" discount will be applied toward the pre-order item if the full amount is paid at the placement of the order. Alternatively, you can choose to pay a non-refundable deposit at 20% of the item's regular price. This deposit is only refundable when we need to cancel your pre-order for being unable to fulfill it.
Please note that whichever option you choose, shipping is charged only when the order is ready to ship out. A notification email will be sent out as a reminder and instruct you how to make the payment. Your order will be shipped once the remaining balance is paid.
If the remaining balance is not paid within two month after the notification email, the pre-order is considered cancelled by the customer, and the deposit of 20% item price will act as cancellation fees and not be refunded.
Q: Can I cancel my pre-order?
You can cancel your pre-order by sending us an email anytime before we ship out your item. All cancellations of pre-orders are subject to a cancellation fee at 20% of the item price.
In addition, if we are unable to fulfill your pre-order due to manufacturer cancellations or insufficient stock, we will issue a full refund.
Q: I placed the pre-order after the PO deadline, will I be refunded if my pre-order cannot be fulfilled?
Yes, all pre-orders placed either before or after the PO deadline will be fully refunded if we were unable to fulfill them.
Q: When can I receive my pre-order?
The release date of an item is only an estimation of its distribution date provided by the manufacturer and the suppliers, which could possibly be changed or delayed. As a result, we cannot accept responsibility for delays out of our control. Once the item arrives at our warehouse, a notification email will be sent out to you, allowing you to pay for the shipping fees and any remaining balance.
Please also note the release dates for imported collectibles in North America are usually 2 to 4 months behind Japanese releases.
Q: My pre-order hasn't arrived yet but I will be moving soon. What should I do?
Please contact us to update the shipping addresses for your pre-orders.