一般客戶需知 GENERAL QUESTIONS
- 登入 TOYZEROPLUS 網站
- 建議客人參閱產品頁面上的資料，特別是「預計發貨時期」（I.e. Available in...）
- 收到用戶的訂單後，TOYZEROPLUS 會安排商品發貨
- 當 TOYZEROPLUS 發貨後，用戶會收到電郵通知，可以透過追蹤編號（Tracking Code）查詢速遞的情況
TOYZEROPLUS Shopping Process
- Log in to TOYZEROPLUS website
- Add the items to your shopping cart
- You are suggested to refer to the information on the product page, especially the expected delivery period (I.e. Available in…)
- Go to the checkout page and enter your personal information and address
- Complete the payment (After successfully paid, you will receive a confirmation email sent by system. Once the order is confirmed, you cannot cancel and/or change it)
- After receiving your order, TOYZEROPLUS will arrange the product delivery
- Once your product is shipped, you will receive an email notification with a tracking code, and you can use it to check your delivery status
- Your product will be successfully delivered to your address specified
Does TOYZEROPLUS have a physical store?
- Temporarily, TOYZEROPLUS has no physical stores.
- You can shop on our official website.
- Please click → https://toyzeroplus.com/
- Otherwise, you can visit some of our retail store partners to buy some products there. But you are recommended to firstly contact them to confirm your interested products and their inventory.
- Please click → https://toyzeroplus.com/pages/offline-store
到訪前必須預約，請在TOYZEROPLUS Facebook inbox 聯絡我們。
Where is TOYZEROPLUS’ office? Do I need to do a booking before coming up?
Address: 1/F, Tong Yuen Factory Building,
505 Castle Peak Road, Cheung Sha Wan,
Please do a booking before coming up, you can contact us through TOYZEROPLUS Facebook inbox.
Does TOYZEROPLUS provide head sculpt production service?
Temporarily, we do not provide custom-made head sculpt production service. We only accept commercial or business purposes’ orders.
1. 在 TOYZEROPLUS 購物時，我能以甚麼方式付款呢？
Paypal：透過Paypal，可以利用 VISA、Master、American Express 或 Paypal 帳戶內的餘額付款。
安全，因為 Paypal 是使用加密的伺服器來處理有關的付款，而且無需將信用卡資料直接提供給賣家。
1. How can I pay when I shop at TOYZEROPLUS?
Paypal: Through Paypal, you can pay by the balance in your VISA, Master, American Express or Paypal account.
2. Is payment secure using Paypal?
Yes, it is secure, because paypal uses an encrypted server to process payment and it does not need credit card information be directly sent to the seller.
3. In which currency will my order be settled?
In US dollars (USD).
1. TOYZEROPLUS 寄貨方式
中國大陸及港澳台地區：一般以「順豐速運」的「到付形式」寄貨，運費將由順豐的速遞員在派件時向收貨人收取。 其他海外地區（例如泰國、新加坡、美國，歐洲和澳洲等）：一般以「香港郵政」寄貨，運費將在客人下訂單時連同產品的價錢透過 Paypal 一同收取。
4. 我可以直接前往 TOYZEROPLUS 的辦公室取貨嗎？
例子B：「Available in Early May 2019」 — 大概在2019年5月初發貨
請客人透過 email@example.com 告訴我們訂單編號及新的地址，如果貨品未正式寄出，我們會盡量幫客人更改。
Product Delivery and Shipping Fee Arrangement
1. TOYZEROPLUS Delivery Method
For Hong Kong, Macau, Taiwan and Mainland China:
Normally, goods are delivered by “SF Express” in the form of “Collect on delivery (COD)”, which means the freight charges will be collected by the courier at the time of dispatch.
For other overseas regions (Eg. Thailand, Singapore, the United States, Europe and Australia):
Generally, goods are delivered by “Hong Kong Post”. The freight fee will be charged together with Paypal when customers place their order.
2. Does the product price displayed on the website include shipping charges?
3. How much is the general freight fee?
“SF Express”: Generally, the freight fee is about HKD$28 for industrial and commercial buildings. For residential buildings, there will be an extra charge for direct delivery. Please refer to the latest quotation provided by SF Express.
“Hong Kong Post”: Generally, the freight fee is about HKD$80, which will be charged with Paypal when you place your order together with the price of the product.
4. Can I directly go to TOYZEROPLUS’ office to pick up the goods?
We do not provide self pick-up service.
5. After successfully placing my order and completing the payment, when can I receive the goods?
Before placing your order, please note the expected delivery period written on the product page (I.e. Available in…).
Example A: “Available in 2019 Q1” — Products will be shipped at about Jan-Mar 2019
Example B: “Available in Early May 2019” — Products will be shipped at about Early May 2019
6. Will I receive a notification after my product is shipped?
Yes, after your product is shipped, you will receive an email notification with a tracking code, and you will receive your goods within 2-10 working days normally.
Track goods on “SF Express”: http://www.sf-express.com/HK/ZF/index.html
Track goods on “Hong Kong Post”: https://www.hongkongpost.hk/tc/mail_tracking/index.html
7. Why can’t I track my goods through “SF Express” / “Hong Kong Post”?
First, possibly, “SF Express” / “Hong Kong Post” has already received the goods, but it has not started to arrange delivery yet, so the goods have not been officially sent out.
Second, possibly because of the holidays, “SF Express” / “Hong Kong Post” has not updated the delivery status online.
(Above are problems often. If you still cannot successfully track your delivery few days later, please contact us.)
8. Can I change my address after successfully placing an order and completing my payment?
Please tell us your order no. and new address through firstname.lastname@example.org. If your products have not officially sent out, we will try our best to change for you.
請先透過 email@example.com / TOYZEROPLUS Facebook Messages / TOYZEROPLUS Instagram Direct 聯絡我們，給我們你的訂單號碼並拍照損壞的部份，確認出錯的情況後，客戶服務的同事會請客人把壞掉的產品以「順豐速運」的到付形式寄回 TOYZEROPLUS 辦公室，儘快以一換一地再安排補寄服務。
Product Damage and Return Arrangements
1. After receiving the product, I found that it was damaged or the color was rubbed off. What can I do?
Please contact us at firstname.lastname@example.org, inform us your order no. and take pictures of the damaged part(s). After confirming the damages, our customer service colleague will ask you to send the broken product back to TOYZEROPLUS office by SF Express in the form of “Collect on delivery (COD)”. Then, we will ship a whole new one to you ASAP.
2. After receiving the product, I found that there were some missing accessories. What can I do?
Please contact us at email@example.com and provide your order no. After confirming the mistake, our customer service colleague will arrange to send back the missing items to you ASAP.
3. After receiving the product, I found that it was not the product I originally ordered. What should I do?
Please contact as at firstname.lastname@example.org and provide your order no. After confirming the mistakes, our customer service colleague will assist you to return the product back to TOYZEROPLUS office by SF Express in the form of “Collect on delivery (COD)”. After receiving the mistaken product, we will arrange to send back your original product ASAP.