SHIPPING COSTS, TIMES & IMPORT ISSUES.
1. I want to place an order, but would like to know how much shipping is going to cost first.
We understand completely that customers want to know how much shipping will cost before completing their order, and are working to develop a system to accurately reflect all the possibilities prior to shipping on our web pages. In the meantime, however, it's very easy to estimate your costs beforehand from the information on our web site. Almost every item in the HLJ product database has a shipping estimate displayed at the top of its catalog page, along with its size and weight information.
Please keep in mind that the costs shown are the estimates to ship an item alone. If your shipment contains more than one item, the total cost for shipping will typically be 20-40% less than the sum of the individual items' shipping estimates (FedEx rates may be substantially higher for larger packages). Also remember that shipping estimates include the weight of the shipping box and packing materials, so they're based on a weight higher than that of the item alone.
Please rest assured that HLJ will always ship your order by the most cost-efficient method available in the shipping class that you have selected. Our staff of highly-trained and experienced shipping professionals will do their best to lower the cost as much as possible, while protecting your valuable merchandise.
2. How long will it take for my order to reach me?
Here are some general guidelines for shipping times. Keep in mind that this is the amount of time it takes after you receive your shipping notice, not after the time you place your order.
- FedEx: 3-5 days
- EMS: 5-14 days
- Air Mail: 7-10 days
- SAL: 7-45 days (varies greatly by country -- Brazil, Belgium and Italy are especially slow)
NOTE: FedEx cannot ship to PO Box, APO, or AP addresses. SAL and EMS cannot ship to APO or AP addresses (PO Box addresses are OK).
For postal service shipping, customers in Asia can expect their packages at the lower end of these estimates, while customers in South America can take quite a bit longer. Also our experience shows that customers in Italy and Brazil should be prepared to wait up to double the above times for their packages.
Keep in mind that these times are the usual amount of time it takes and packages can be delayed for any number of reasons; Because such delays are out of our control, please do not contact us about your package being delayed until at least double the maximum amount of time shown above has passed. If you have waited that long, and you still have no package, please follow the instructions on our missing package page.
3. I need my order by a specific date because it's a gift or I'm building it for an event. Can you guarantee delivery in time?
Because of the nature of supply in the Japanese hobby industry, and the numerous factors that affect shipping times, we cannot make promises about when a certain item will reach you. Nevertheless, if you have a certain delivery date that you'd like to meet, try the following. It should work in almost all cases:
First, count backward on your calendar from the date you need to have the item. To determine the number of days to count back, start with the maximum number of days as shown in #2 above for the type of shipping you will be using. Then, add two weeks (14 days) to that. For example, if you're going to use SAL shipping, you would add 45 days + 14 days for a total of 59 days. Therefore, in this case, you would count 59 days back from the date you need to have the item. Make a note of the date you reach by counting backward.
Second, if today's date is still before the date you reached by counting backward, then go ahead and place your order as usual using the shopping cart system on our web page. If not, it's unlikely that we can get the item to you in time, even if it is currently in stock.
Third, when today's date is the date calculated in the first step, check the stock status of the item on our Online Order Status System.
Fourth, if the kit is shown as available (including "low" or "very low") then use the Online Order Status System to request shipping of available items. Under normal circumstances, the item should reach you in time.
Please note that even if you take these precautions before ordering, HobbyLink Japan cannot guarantee delivery of an item by or before any particular date; once an item has left our warehouse, delivery times are out of our control. We appreciate your understanding in this matter.
4. I'm worried about import duties and taxes I may have to pay. Can you mark my package as a gift, or lower the declared value so I don't have to pay as much?
No, we cannot. The full value of your purchase will be displayed on the customs label on the outside of the package. There are no exceptions. False customs declarations are a crime, and HobbyLink Japan plays by the rules. We depend on good relations with the post office to get packages to our customers. The postal agents in many countries, especially the ones here in Japan, are also familiar with our company and know that we don't ship gifts.
To USA Customers: Please note that there are no taxes, duties or tariffs on the import of hobby products or toys into the United States. You will not pay any extra to buy from us.
To Customers in Other Countries: While we sympathize with you, especially those persons in some S. American countries who pay import duties of up to 60%, taxes are a part of life and you will simply have to add these costs into your purchase planning when you decide whether or not to use our service. Please note that since importers in your country also have pay these same taxes, and also tend to mark the price of the merchandise up significantly, we think you'll find that buying from us is cheaper than buying locally even when you add in the cost of import duties.
NOTE: Please be aware that in all cases the customer is responsible for paying these fees and for providing any and all documents required by Customs; failure to pay fees or provide documents will result in the package being sent back to us, at our initial expense. The customer will then be held responsible for that cost and all return shipping costs, non-payment of which will result in the customer's open orders being cancelled and the customer's account being locked. If a reship is requested, those shipping fees will also be charged.
5. I don't see FedEx shipping costs on your catalog pages, or in the checkout page. Can't you ship by FedEx to my country?
Unfortunately, due to inordinate customs documentation requirements placed on private shippers (and not on the postal service), or because of problems with local delivery agents, we are currently unable to offer FedEx shipping to customers in Spain, Portugal, Sweden, Greece, Russia, Indonesia, the Philippines or most countries in the Middle East. NOTE: FedEx cannot ship to PO Box, APO, or AP addresses.
Notes:
- Shipping methods cannot be changed once an order has been paid for and entered shipping processing.
- Changing the shipping method for one order will effect all other open orders. Only one shipping method can be set per account at one time. The shipping method chosen will be the default for subesequent orders unless changed.
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