Help / FAQ

Currently, shipments to the EU are handled on a DDU/DAP (Delivered Duty Unpaid/Delivered at Place) basis. You will need to pay taxes, customs duties, and fees upon receipt of the package. These fees will be charged by the shipping carrier at the time of delivery or a few days after delivery.

For other countries, shipments are made on a DDP (Delivered Duty Paid) basis. No additional charges will be required upon delivery.

Orders cannot be declared as gifts at customs.

Available shipping carriers will be displayed at checkout. If both FedEx and DHL are listed, either one may be selected.

The exporter's company name is "Hot Toys Japan".

Shipping costs will be displayed at checkout.

Once your purchase is complete, you will receive a shipping confirmation email within 4 business days.

Your shipping confirmation email may have ended up in your email client's spam or promotions folder.

If you can't find your shipping confirmation email, please contact us.

FedEx International Connect Plus
- Typically takes 2-3 business days.

DHL Express Worldwide
- Typically takes 3-5 business days.

The above number of days are subject to change. For details, please check the shipping carrier's website using your package tracking number.

Once your order has been shipped, you will receive an email with your tracking number. Please check the shipping carrier's website for tracking details.

• FedEx
• DHL

No, we are unable to forward your preferred delivery time and other delivery preferences to the courier. Please contact the courier directly once your order has been shipped.

Packages may be returned to us for a variety of reasons, including an incorrect shipping address. In these cases, the customer is responsible for paying the fee to re-ship the package.

If you do not wish to pay a re-shipping fee, we will refund your order (minus the shipping fee).

You should receive an order confirmation within a few minutes of completing your order. If you do not receive a confirmation email within one hour of making a purchase, please contact us to ensure that we have received your correct email address and that your order has been completed successfully. 

We also recommend checking your spam/promotions folders in your email, as there may be a possibility that your order confirmation has been sent there.

Yes. We strongly recommend that you provide us with your name and delivery address in English characters only, avoiding the use of special characters, to ensure that your order is processed and delivered smoothly.

Unfortunately, no.

We are not responsible for orders placed with an incorrect address. Please be sure to check carefully before confirming your order.

However, if you notice an error, please contact us immediately, and we will do our best to assist you.

If your order has not yet been shipped, we will be able to cancel it. Please submit a cancellation request via Orders or Contact. Cancellation requests are accepted until the package is shipped. However, we may decline a request if the package is already awaiting pickup.

Unfortunately, no. If your order has not yet been shipped, please cancel your order and place a new one.

Unfortunately, we are unable to accept your order. We plan to ship to more countries in the future, so we would appreciate your patience.

Unfortunately, no.

This message appears if the licensor has not authorized the product for sale in your country.

Unfortunately, no. "SOLD OUT" typically indicates that the item is no longer available, rather than it being temporarily out of stock.

Unfortunately, no.

Unfortunately, no.

If we have a distributor in your country, you may find that other retailers are more reasonable. Please contact your local distributor for available retailers.

Unfortunately, no. Available payment methods may be limited depending on the delivery address. The available payment methods will be displayed at checkout once the delivery address has been confirmed.

Even if the order price is displayed in a local currency (e.g., EUR, USD, etc.), the actual payment will be processed in Japanese Yen (JPY). Please note that the amount charged to your credit card may differ slightly from the displayed price due to your card issuer's exchange rate and any applicable foreign transaction fees.

Depending on your payment method, the name will include one of the following:

• Hot Toys Japan
• TOY SAPIENS

Payment for pre-order items is not made when the order is placed, but on a designated date. The designated date will be displayed on the item page and during checkout.

If a deposit is required for an item, this will be paid for at the time of order, and the remaining balance will be paid for on the designated date.

Additionally, if your card authorization expires before the designated date, you may be required to re-enter your card information.

After adding items to your cart, enter the discount code in the "Shopping Cart" or "Checkout" and click "Apply". Your total should reflect the new discounted price.

If the product is completely unused and in the original condition as when you received it, you can return it for a refund/exchange.

Please check this page for details.

We guarantee our products to arrive in perfect condition.

If an item in your order is damaged during shipping, please email us within 48 hours of delivery with a detailed photo of the damage, and if possible, photos of the packaging your order arrived in.

Email: info@toysapiens.global

Our support is only available for products purchased from our store.

Please contact either the store from which you purchased the product or the distributor in your country.