Welcome to Hasro Model Shop’s FAQ section! As premium collectible specialists serving global collectors, we’ve compiled answers to common questions about our products, shipping, payments, and more. Our team of fellow collectors understands what matters most to you.
Product Questions
What types of collectibles do you specialize in?
We focus on high-end collectible figures from popular franchises including Transformers (Combiner Wars, Binaltech), anime (Dragon Ball Z, Digimon), comics (DC), and premium series like Amazing Yamaguchi and Figuarts Zero. Our inventory caters to serious collectors seeking rare and meticulously crafted pieces.
Are your products authentic and new?
Absolutely. Every item in our shop is 100% authentic and brand new in original packaging. We source directly from licensed manufacturers and authorized distributors to guarantee authenticity. As collectors ourselves, we would never compromise on this.
Do you carry limited edition or exclusive items?
Yes! Our “Exclusives” menu category features rare collectibles, and we frequently secure limited-run items. These often sell out quickly, so we recommend signing up for our newsletter to receive advance notice.
Shipping & Delivery
Which countries do you ship to?
We offer worldwide delivery to most countries (excluding some Asian regions and remote locations). During checkout, our system will automatically confirm if we can ship to your address. If your country isn’t listed, please email [email protected] and we’ll explore alternatives.
How are collectibles packaged for shipping?
Every item receives our signature collector-grade packaging: double-boxed with protective cushioning materials to prevent transit damage. High-value items include additional reinforcement. We treat your collectibles with the same care we’d want for our own collection.
Can I upgrade to faster shipping?
Certainly! While our standard express shipping (10-15 days) uses DHL/FedEx, we offer premium overnight options for urgent deliveries. Contact our support team at [email protected] before placing your order to arrange expedited service.
Payments & Pricing
What payment methods do you accept?
We accept all major credit cards (Visa, MasterCard, JCB) and PayPal for secure checkout. All transactions are encrypted for your protection. We don’t store payment information on our servers.
Are there additional import fees for international orders?
While we handle all export documentation, some countries may charge import duties or taxes. These are the responsibility of the recipient. We recommend checking your local customs regulations before ordering. Our declared values always reflect the actual purchase price.
How can I qualify for free shipping?
Orders totaling $50 or more automatically qualify for free economy shipping via EMS (15-25 day delivery). You can combine multiple items to reach the threshold. The free shipping option will appear at checkout when eligible.
Returns & Exchanges
What’s your return policy?
You may initiate returns within 15 days of delivery. Items must be unopened in original packaging with all seals intact. Please email [email protected] with your order number to begin the process. Return shipping costs are the customer’s responsibility unless the item arrived damaged.
What if my collectible arrives damaged?
In the rare case of damage during transit, immediately contact us at [email protected] with photos of the damaged item and packaging. All our shipments are insured, and we’ll work quickly to resolve the issue through replacement or refund.
Do you offer exchanges?
We can process exchanges for the same item if defective, but cannot exchange for different products due to the collectible nature of our inventory. The standard return process would apply, after which you could place a new order for the desired item.
Account & Order Management
How do I track my order?
All orders include tracking numbers sent via email once shipped. For express shipments (DHL/FedEx), you’ll receive detailed tracking updates. Economy EMS shipments include basic tracking that may have fewer updates until delivery.
Can I cancel or modify my order?
We process orders quickly (typically within 1-2 business days), so please email [email protected] immediately with your request. If your order hasn’t shipped, we’ll do our best to accommodate changes. Unfortunately, we cannot cancel orders once they’ve entered the shipping process.
How are pre-orders handled?
Pre-orders ship immediately when stock arrives, using the shipping method you selected during checkout. We’ll keep you updated on any release date changes. Your payment method will be charged when the order is placed, not when shipped.
Didn’t find your answer here? Our collector-support team is ready to help at [email protected]. We typically respond within 24 hours (except weekends). Remember to include your order number if inquiring about a specific purchase.