SHIPPING & DELIVERY PROBLEMS
1. You said my order had been shipped, but it has not arrived.
First, please take a look at item 2 on the shipping page. This will give you a good idea of how long a package normally takes to arrive. Also, be sure to keep in mind that these times are the number or days from the time we ship your order, not the time you place your order.
Before you contact us about a missing package, please allow twice the maximum number of days shown on our shipping times page. In the meantime, check the online tracking if your package was shipped by FedEx or postal service EMS.
In addition, you may wish to contact your local post office and see if your package isn't being held for you. Often packages are held for customs reasons, or because they won't fit in your mail box. In those cases, the mail carrier will leave a postcard informing you of this, but those sometimes go astray.
Please note that SAL shipping does not have a tracking number and is not trackable. If you want a trackable shipping method, please choose either EMS or FedEx.
If you have waited for more than twice the maximum number of days and your package still has not arrived, then please see question number 2 on this page.
2. I've waited the amount of time you recommend, but my order has still not arrived.
First, check with your local post office, or with FedEx if your package was shipped that way. Often, the post office (or customs officials in some countries) will send you a postcard informing you that your package has arrived. If you didn't receive this postcard for some reason, your package my just be sitting at the P.O. waiting for you. Second, check to make sure that the shipping address you sent to us is correct (you can do this by checking the order confirmation notice our server sends you after you place an order). A simple typing error there can cause huge problems, of course. Third, if you've moved recently, make sure you left a forwarding address with your previous post office. Fourth, make sure that a family member or co-worker (if you have your order shipped to work) didn't receive your package and then simply forget to tell you about it.
If all of these steps fail to turn up your package, then please send us an e-mail at email@example.com and we'll work out a solution for you.
Please Note : The Japanese post office can investigate missing packages for up to six months after an order has shipped. If the recommended time has elapsed and you still have not received your package, please contact us as soon as possible. If you fail to contact us within six months from the day your order was shipped, we regret that it will be impossible for us to assist you.
3. My order arrived, but it was damaged in shipping.
If you take delivery of an obviously crushed, punctured or wet package, the best first step is to take photos. If at all possible, take a photo of the delivery agent (driver) with the package. Then, do a careful inspection of your merchandise. If the "damage" is limited to the outer box of the product (such as a crushed corner or bent lid) and the actual product is undamaged, we ask you to grin and bear it if at all possible (this doesn't happen very often). However, if the actual product has been harmed, then take more photos to document the problem, and e-mail us with the photos at: firstname.lastname@example.org We will arrange to supply you with replacement parts or a new item (at our discretion) at no charge. In some cases we may request that you return the damaged item to us, but in these cases we will credit you for the postage you pay to do so. In cases where replacement merchandise is not available, we will refund some or all of your purchase price of the item, depending on its condition.
In addition, if you ordered a large item that was shipped by "parcel" class (i.e. there was a light green shipping label stuck to the box that has "Postal Parcel" printed at the top), then you are entitled to compensation from the post office of at least 8,620 yen, but no more than 21,710 yen depending on the weight of the parcel. You do not need to have insured your package to receive this compensation. Exact procedures vary by country, but you should start by taking your order and the shipping box down to your local post office, showing them the damage, and inquiring about the procedure for filing a damage claim. If you happen to take delivery of your package from your mail carrier in person, and there is obvious damage, ask him/her to witness your opening the box, and get the carrier's name to bolster your claim.
If you took delivery by FedEx and the package is damaged, make sure that in addition to photos, you consult with the delivery driver at the time you receive the package to make sure they indicate in their system that the box was damaged. If that is not possible, call your local FedEx office and follow their instructions. If you cannot reach a successul resolution with them, contact us at email@example.com.
Notice to Toy and Model Collectors: While HobbyLink Japan appreciates your business, we regret that we cannot accept requests for compensation or replacement of merchandise due to superficial shipping damage to outer packaging, such as bends, creases, minor crushing, etc. While we carefully package everything we ship in brand-new boxes, some cosmetic damage will occur from time to time with any mail-order service. We will happily replace items if the actual product is damaged, but if you absolutely must have an item with a "mint" condition outer box, we recommend you make your purchase from a shop that caters to collectors.
4. My order arrived, but some of the merchandise is wrong.
Please accept our apologies for the error!
Please contact us at firstname.lastname@example.org and tell us what you did receive, and what you should have received. We'll check our records on this end and confirm whether or not a mistake was made. If there was, we'll either ask you to send back the incorrect item (if we do, we'll credit you for the postage, don't worry), or let you keep it, and then of course ship you the correct item at no additional cost.
Should the correct merchandise not be available for some reason, we will of course offer you a full refund.
5. My order arrived, but some of the items are missing.
There are several possible reasons for this:
- The item was not shipped because of a backorder, or discontinuation. For numerous reasons, we do not include invoices or packing lists in our packages. Please double-check the shipping notice that you should have received by e-mail from our order department detailing exactly what was shipped to you.
- Small items (photo-etched parts sets, etc.) were put inside the box of another kit, or between the pages of a magazine for shipping (this is done to help protect them from damage).
- Your order was shipped in more than one box, but all the boxes have not yet arrived (boxes shipped together by postal service frequently arrive on separate days, in some cases as much as one to two weeks apart!).
- The decals that you cannot find are stuck to the inside of the box, or the assembly instructions (this happens all the time, don't be embarrassed, especially if it's a small decal sheet).
- HobbyLink Japan made an error in your shipment.
Please inspect your order carefully one more time. If you are convinced that we have made an error in your shipment, please go ahead and e-mail our trouble department .
6. You have shipped part of my order but I have not requested shipping!
HobbyLink Japan ships orders to customers when any one of these things occur:
- You select Ship Now during checkout.
- You request shipping of items from your Private Warehouse.
- Two months pass from the time an item was paid for and placed in your Private Warehouse.
- Preordered or backordered items come into stock, and you selected Ship Now when you placed the order.
7. A few days after I got an order delivered by FedEx, I got a bill in the mail from them! What's this and do I have to pay it?
When FedEx imports your products for you, you may owe import duties and other taxes on that delivery depending on where you live. Unlike the post office, FedEx does not force you to pay those fees before they'll give you your package. Instead, they pay them for you, and then bill you later. That bill is for those fees, so yes, you do need to pay FedEx for them, just as you'd pay the post office or their delivery agent if you had your order shipped via the postal service.
NOTE: Please understand that there may be limits to the size of packages that can be shipped. These limits may be set by your country's post office, or it may be physically impossible to ship many large items in one box. In such cases, your order may have to be shipped in more than one box; we reserve the right to do so if necessary, and apologize for any inconvenience.
NOTE: Any item or combination of items over over 2 kilograms in weight, over 90cm in the combined height x length x width measurement, or over 15,000 yen in value will be shipped by trackable methods even if you request Standard International shipping (SAL). In general, there will not even be a choice shown for Standard International Shipping during checkout or in the Private Warehouse if any one of the three limits mentioned above are exceeded.
NOTE: We will attempt to combine separately-placed Ship Now orders if they are placed within a few hours of each other. Also, this will be attempted for items that may have been ordered at different times (maybe even months apart) but happen to come into stock at the same time. Orders will not be combined if placed with different shipping methods. NOTE: If you absolutely do not want your orders to be combined, please select Private Warehouse.
NOTE: The shipping address cannot be changed on a shipment that has already been shipped for SAL and EMS shipments. For FedEx shipments, we can contact FedEx and request an address change for packages already en route, but FedEx will charge us 1,200 yen. So, for FedEx only, you can change the address of an already shipped package, but it will cost you 1,200 yen to do so.
NOTE: Shipping calculations may not be available for extremely oversized items, and will not show on the site. In such cases, please write in to email@example.com. We will calculate the shipping costs for these special items and arrange for shipment. Please note that these items can only be shipped by themselves; other items cannot be added.
NOTE: If your package is returned to us for any reason, we will contact you immediately to find out what you want to do about it. Please note that depending on the situation you may be responsible for the return shipping and any further shipping charges that may be incurred. Also, returned packages are only held for two months after we attempt to contact you about them. If you do not respond within two months, the items will be returned to stock.