Question #1: What forms of payment do you accept?
We accept all major Credit Cards and Debit Cards for the time being. You may order by Credit Card or Debit Card online using the secure checkout procedure.
Question #2: Are these prices in US$? How much will it cost in my country?
All prices are in US$, and we use US$ when charging your credit card. To get an idea of how much an item will cost in your currency, we recommend using this Universal Currency Converter.
Question #3: When I attempted to track my DHL shipment, I received an invalid waybill error message. Why?
There could be various reasons. The DHL Express Waybill for Time Definite shipments is normally a 10 digit numeric number (e.g., 1551373526, 6596809461), so please recheck the number and try again.
Question #4: The tracking results are showing that my shipment is going to a different town or city than it was initially addressed to. Why is this?
The Pickup and Delivery destinations shown on the DHL Express tracking results are based on the destination of the Service Station location providing that pickup and delivery. Please be assured that your shipment is being delivered to the destination provided by you when you completed the waybill for your shipment(s).
Question #5: When I track my international DHL Express shipments, why do I sometimes get information for a shipment that is not going to the intended destination?
DHL periodically recycles shipment waybill numbers for operational reasons. Occasionally this results in information being in our systems at the same time for two shipments traveling under the same waybill number. DHL is working hard to eliminate these occurrences; however, in the meantime, please be assured that while this information may be confusing, your physical shipment will be heading to its correct destination and be receiving the same careful attention as every other shipment in our network.
Question #6: I have tracked a shipment and been told to contact DHL. Why is this?
This usually occurs if the information we have is insufficient to track the shipment for you. The address may be incorrect and we require clarification or some additional information may be required. The matter can be resolved very quickly by contacting Customer Service.
Question #7: The tracking results I receive sometimes state “Sign up for notifications for this shipment.” What does that mean?
For shipments that have not yet been delivered, you can sign up for email or SMS/Text message notifications to receive delivery status updates. This saves you time – you don’t have to go online again to track your shipment.
Question #8: Can you choose my desired courier?
At the moment: no, sorry. The courier shipping options you see at the checkout process online are the only options available. Due to various circumstances in different countries at different times, we have to use our discretion in choosing the couriers. All we need from our customers is the length of time in which they desire to receive their products, and we will choose the courier according to that requirement.
Question #9: Do you deliver to P.O. Box or FPO/APO addresses?
Unless otherwise agreed, we cannot ship to any P.O. Box, FPO/APO, and other military addresses.
Question #10: What’s your shipping term?
You can choose whichever method suits you best when you place an order. The following is a list of the different international carriers available on cosplaycollectibles.com, estimated time in transit, and where tracking services can be located. cosplaycollectibles.com is currently working on some more shipping options, and the day it’s available we will tell all our customers. Time of transit varies depending on where you’re located and where your package is coming from. DHL 4–6 days and FedEx 4–6 days. Customs clearance can increase the delivery time if your package is held up by customs officials.
Question #11: What should I do if an item shipped to me is damaged?
You should reject the damaged goods if possible and lodge a claim against the courier immediately. If you have received the goods, you should notify the courier within the first 24 hours. Meanwhile, you should also contact us, and we will help to deal with the claim with the local courier. Once the issue has been confirmed, we will follow up the insurance claim with the courier and prepare the replacement for you as soon as the loss or damage is compensated. At the same time, you need to keep all the evidence and documents as proof for any further investigation.
Question #12: What does it mean to drop-ship?
Drop-shipment is common among consumer goods retailing businesses. It usually means a reseller instructs their wholesale supplier, which may be located in a duty-free zone, to ship out orders to the reseller’s customers directly as requested. The reseller does not actually take the job of stocking, repacking, and shipping.
Question #13: Can you ship to my country?
Currently, we ship to the US, Canada, and Mexico rather than worldwide. But we are not able to ship to countries that are currently suffering from economic sanctions imposed by the United Nations or International couriers may not deliver shipments to countries which are at war. For hard-to-reach destinations, the shipping cost may be higher, and the transit time may be longer. Please make sure that you are aware it’s your own responsibility to find out the import duty and policy in your own country about the products you buy from cosplaycollectibles.com.
Question #14: Is the shipping cost included in the product prices?
If the product shows ‘free shipping,’ that means the shipping cost has been included in the product price, so you do not have to pay for the shipping cost. If no ‘free shipping’ shows on the products, that means the shipping cost is not included in the product price. You’ll have to use the online system to generate a shipping quote for your order. The shipping cost for orders is calculated automatically depending on the total weight and size of the package.
Question #15: Can I track the shipment of my order?
Major international couriers such as FedEx and DHL usually offer door-to-door service; you can track your shipment by tracking number via our & their websites. Post Office air mail offers basic proof of shipment for all orders and proof of delivery in some countries including the USA and Canada. Air freights and ocean freights offer shipment tracking in the form of flight numbers and vessel names/voyages respectively. We will send you the tracking number once we ship out your order; normally, you can start to track online within one business day.