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| Common Questions |
| 01. | I forget my member ID and/or password |  |
| 02. | I forget my order number and/or order details | |
| 03. | How do I know if my parcel is shipped out or not? | |
| 04. | Why can't enter many pages at TOYEAST.com? | |
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| Other Questions |
| Ordering |
| 01. | Can ToyEast ship my order to my country? | |
| 02. | How do I know if the credit card system is secure? | |
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| Payment |
| 01. | What payment methods are acceptable? | |
| 02. | How do I know if my payment arrived or not? | |
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| Shipping |
| 01. | What is the difference between Air, Surface and Express Shipping? | |
| 02. | How do I know the approximate shipping time of my parcel? | |
| 03. | What should I do if my parcel hasn't arrived on the expected date? | |
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| Packing |
| 01. | What should I do if my ordered items are broken due to poor packing? | |
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| Membership |
| 01. | What is the difference between different levels of membership? | |
| 02. | How can I change my contact information and list of interest? | |
| 03. | How do I know if I'm qualified to upgrade my membership? | |
| 04. | Can I share my membership with my friend? | |
| 05. | Is it all items can get member discount? | |
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| WholeSale |
| 01. | What items can I buy at wholesale price? | |
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| Service |
| 01. | Can I ask ToyEast to search for specific model cars or other items which are not selling on ToyEast.com? | |
| 02. | Can I ask ToyEast for a further discount? | |
| 03. | Can I ask ToyEast to bid at Yahoo Japan or other Japan online shop for me? | |
| 04. | How do I contact ToyEast other than e-mail? | |
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| Further Question |
| | Feel free to e-mail customerservice@toyeast.com if you have any further questions. | |
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| Answers |
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| Common Questions |
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| 01. | I forget my member ID and/or password | TOP |
| | - Please press the button below and email to us
- Make Sure you are using your registered email account
- Then we will send the member ID and/or password to your registered email account
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| 02. | I forget my order number and/or order details | TOP |
| | - Please Login First
- Then go to "My Account" section at the top right menu
- Then press "My Order History" button
- Then you can find all the order number that you previously order
- Once you have enter the order, you can view the order detail
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| 03. | How do I know if my parcel is shipped out or not? | TOP |
| | - Please Login First
- Then go to "My Account" section at the top right menu
- Then press "My Order History" button
- Once you have enter the order, you can find the shipping status and other shipping details
- You can also check your registered email account; we will send a notification email to you when the parcel shipped.
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| 04. | Why can't enter many pages at TOYEAST.com? | TOP |
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| Other Questions |
| Ordering |
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| 01. | Can ToyEast ship my order to my country? | TOP |
| | - Yes. We ship Worldwide
- If you cannot find your country or region name when you register to be our member, please email customerservice@toyeast.com
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| 02. | How do I know if the credit card system is secure? | TOP |
| | - Our credit card payment provider is AsiaPay Limited. AsiaPay provides both the customer and the seller great security and can be trusted with confidence. For more information, please visit their site at www.asiapay.com.hk
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| Payment |
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| 01. | What payment methods are acceptable? | TOP |
| | We are accepting: - Credit Card; (Appear order under US$1000)
- PayPal;
- Western Union Wire Transfer; (Appear order over US$50)
- Bank to Bank (Appear order over US$200)
**We Don't accept the Credit Card payment from below high risk counties: | Bulgaria | Cameroon | Egypt | Gambia | Ghana | | Indonesia | Iran | Israel | Kenya | Lithuania | | Malaysia | Morocco | Nigeria | Pakistan | Romania | | Russia | Turkey | Ukraine | Vietnam | Yugoslavia |
**We Don't accept Mail in Cash or Personal Checks. We will not responsible for the lost if you mail in cash and checks. |
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| 02. | How do I know if my payment arrived or not? | TOP |
| | - Please Login First
- Then go to "My Account" section at the top right menu
- Then press "My Order History" button
- Once you have enter the order, you can find the Payment status
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| Shipping |
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| 01. | What is the difference between Air, Surface and Express Shipping? | TOP |
| | | Days | Asia | America | Mid-East | Europe | | Express | 1-2 | 2-5 | 4-5 | 2-5 | | Air | 5-7 | 7-14 | 7-14 | 7-14 | | Surface | 10-16 | 45-60 | 45-60 | 45-60 |
- Express Mail - Defined as SpeedPost
- SpeedPost Mail has its own Unique Tracking Number
- SpeedPost is Hong Kong SpeedPost is an internationally operated courier service with connection with various countries around the world, renowned for its reliable and efficient transmission of documents and merchandise to numerous destinations worldwide, and for hosting the largest network coverage in China.
- SpeedPost not only offers next day delivery service to most major cities around the globe, they also make sure it gets to the receiver.
- Provides 24 hours online tracking, including registered and insurance service.
Air Mail- defined as Registered Air Mail
Every Registered Air Mail parcel has its own Unique Tracking Number.- Registered Air Mail parcel need the receiver's signature in order to get the parcel. Even when there is no receiver at home, the parcel will be brought back to the post office and you will be informed to pick it up. This prevents the risk of stolen parcels.
- Surface Mail - defined as Normal Surface Mail
- Surface Mail also has its own Unique Tracking Number.
- However, we do not recommend this kind of shipping to countries out of Asia. It requires a very long delivery time to send the parcel to Europe and America.
- The parcel that are shipped this way are usually very huge and heavy, so if your order was put under an 80kg parcel, the packing would still collapse regardless of its strength and packing protection.
- So, we cannot guarantee and are not responsible for the surface parcel arrival condition.
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| 02. | How do I know the approximate shipping time of my parcel? | TOP |
| | You can check the shipping time of your parcel by:- Please Login First
- Then go to "My Account" section at the top right menu
- Then press "My Order History" button
- Once you have enter the order, you can find the Expected Arrival Date
- You might also check your registered email account; we will send the notification email to you about the shipping detail.
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| 03. | What should I do if my parcel hasn't arrived on the expected date? | TOP |
| | - Please track the parcel with your local post office with the Parcel Number first.
- You might find the Parcel Number via our shipped notification Email or you can login to your account and find it in the order detail.
- If you still cannot track down the parcel, please email us at: customerservice@toyeast.com
- From our experience, the late arrival may be due to many reasons:
- It may be delayed by custom inspection. The parcel will be delayed for approx. 3-5 days.
- Since we send the parcel by registered mail, it will require you to sign to pick the parcel. So, if the receiver was not at address during the delivery, then the postman must bring the parcel back to their office. Normally, they will leave a memo for you to inform you to pick up the parcel at the post office. However sometime this note are lost or forgotten, please be reminded to double check with the post office first.
- It may be due to bad weather. We once experience with a parcel we sent to Ohio, and it needs to reach New York first and undertake central distribution. But at New York, there was a snowstorm for a week, and all the transportation was stopped due to bad weather. So, the customer received the parcel three weeks after we sent the package.
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| Packing |
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| 01. | What should I do if my ordered items are broken due to poor packing? | TOP |
| | - If the parcel was damaged or broken on delivery, please check all items' condition in front of the postman before signing off.
- If there are item(s) damaged, please take record of it along with the parcel and immediately claim for compensation with the local Post Office and report to us.
- If the parcel shipped with Insurance, you can claim the compensation directly with your local post.
- If the parcel shipped without insurance, please report the case and take some photo for us within 3 days after you received the parcel. Otherwise we will not responsible for any damaged.
- We will give you the compensation or resend a new item to you again depending on the situation.
- However we will require the broken item to be return back to us first if you would needs us to resend it to you.
- We will not responsible for any damaged when the parcel shipped by Surface Mail.
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| Membership |
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| 01. | What is the difference between different levels of membership? | TOP |
| | - To see the difference, please click the "Membership Discount" button at the left menu bar or "Discount Scheme" link at the bottom, to view all the details of the different level.
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| 02. | How can I change my contact information and list of interest? | TOP |
| | - Login your account
- Enter to "My Account" section to change the contact information
- Enter to "My Account" and then click to "Change Personal Preference" to update your list of interest.
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| 03. | How do I know if I'm qualified to upgrade my membership? | TOP |
| | - Your membership will be upgraded automatically.
- You can enjoy the member discount for all Non-Sales items
- To see the difference, please click the "Membership Discount" button at the left menu bar or "Discount Scheme" link at the bottom, to view all the details of the different level.
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| 04. | Can I share my membership with my friend? | TOP |
| | - We don't recommend you to share your own membership with others. Of course, if you share it with your son, your father or your family members, we will not prohibit you in doing that. However we must remind you to not let others know your ID and password. For example, if you let your son login to your account and he carelessly cancels your membership, we cannot recover your info and history at all.
- If you are our Premium or VIP member and always ask us to send your orders to a different address, then we may assume that you are abusing your membership discount and is sharing your benefits with the less-quantified customers. We will kindly ask you not to do that.
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| 05. | Is it all items can get member discount? | TOP |
| | - Member discount only apply to Non-sales items only.
- That mean if the item is On-sales item, the member discount will not be apply to this item.
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| WholeSale |
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| 01. | What items can I buy at wholesale price? | TOP |
| | - Generally, only the R/C items we will offer at wholesale price.
- If you wants to place some items which are not apply at our wholesale website, please contact us at: marketing@toyeast.com
- If you want to know the wholesale price, please register to be our wholesale member. After you sign in, you can see the price detail of each item.
- To see additional detail information, please check it at our wholesale website www.toyeast.net
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| Service |
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| 01. | Can I ask ToyEast to search for specific model cars or other items which are not selling on ToyEast.com? | TOP |
| | Yes, you can ask us to search model cars or other items for you. In fact, our policy is to offer as many different items as possible. But please understand that: - We will guarantee to search the items that are only related to our shop's style. If you need to search for items such as Dolls or cameras, we apologize in advance since we are not familiar with the source and cannot help you at all.
- We will not spend extra time in travelling; we will only call difference sources, and keeps an eye on the requested item during our normal purchasing process.
- We do not guarantee that we can find the requested item or find it in a short time. But we will inform you at once when we found the item.
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| 02. | Can I ask ToyEast for a further discount? | TOP |
| | - At our shop, all items are set at the lowest price. And we provided as three types of membership to fit our customers' need. The more you order, the higher the discount. So we cannot provide any further discount under most conditions.
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| 03. | Can I ask ToyEast to bid at Yahoo Japan or other Japan online shop for me? | TOP |
| | - If you have an interested item available in Yahoo Japan or other Japan online store, please feel free to email the item address to marketing@toyeast.com so we could provide you with a quotation for it.
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| 04. | How do I contact ToyEast other than e-mail? | TOP |
| | Yes, of course, you can contact us by email, telephone and fax:
| E-mail: | customerservice@toyeast.com | | Fax: | 852-23898779 | | Telephone: | 852-23898310 | | Office Hours: | Monday - Friday 10:00 am to 06:00 pm HKT
(except Public Holidays) |
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