Frequently Asked Questions

Domestic Shipping

ToyMarks offers FREE SHIPPING (Express) within West Malaysia (Peninsular) and FREE SHIPPING (Sea Freight) for East Malaysia (Sabah & Sarawak) according to the products listed.

 

We would like to point out that there are risks involved in both land and sea freight shipping. We will do our best to make sure the package is stable, but we will not take any responsibility for the loss or damage of the package once we hand it over to the courier services.

 

Frequently Asked Questions

 

How long does it take for an item to reach me?
Delivery to West Malaysia takes approximately 3-5 working days, to East Malaysia approximately 2-5 weeks as our free shipping is by sea freight.

 

Is sea freight to East Malaysia safe?
Shipping by sea carries some risk, such as rough handling of the package, exposure to heat, and even rainwater while the cargo is being loaded. To deal with the potentially harsh conditions, we provide additional protection for the package. Details can be found under Packing FAQ.

 

What if the package is missing or damaged?
For West Malaysia, ToyMarks has taken care of express shipping through reputable courier services. We do not expect the package to be lost or damaged and will not take any responsibility should such a thing happen. Please contact us if you would like to buy the insurance to protect you from losing the package.


As for East Malaysia, we must warn you that if you choose our free shipping (sea freight), you must be aware that the shipping is at your own risk and ToyMarks is not responsible for any unexpected damage or loss of the package. We will contact the post office on behalf of the customer if there are extended delays in delivery, but we will not cancel the order or refund the purchase price if the package does not arrive for any reason. Please contact us if you would like to buy the insurance to protect you from losing the package.

 

If you choose EMS (Express Mail Service) or express courier shipping, the tracking of the package is much more accurate and the package usually arrives within 7 days. The cost is usually 3 to 5 times higher than standard shipping, depending on the size of the package. However, if the package does not reach the customer and the post office cannot give us a reasonable explanation, ToyMarks is willing to take responsibility for the loss and refund the customer for the missing item.

 

Does ToyMarks offer an express shipping option for East Malaysia (Sabah & Sarawak)?
Yes. Express shipping to Easy Malaysia is available and we will quote you the prices separately.

 

How do you calculate the shipping charges?
Shipping charges are based on actual product weights or dimensions (volumetric). Volumetric weight indicates how much space a package takes up in a truck or plane. Most courier services use the formula (L x W x D)cm / 5000 to determine volumetric weight.

 

Shipping charges for ready-stock items
The shipping charges shown during the checkout process for ready-stock items or items being released are the estimated prices you will pay. Please note that some items may require a custom shipping quote due to their size or weight at the time of shipping. This will be specifically stated in the item description. If you have paid for the items and decide not to proceed with the order due to unexpected shipping charges due to excessive size or weight, we will refund you in full less credit card transaction fees.

 

Estimated Shipping Charges for Pre-Order Items
Shipping charges for pre-ordered items are estimates and not the actual amount you will be charged for shipping. The exact product weight or dimensions are not always known when we offer a product for pre-order. If you pre-order a single item, an estimated shipping charge will be displayed. If you pre-order more than one item, the base charge and the price per pound charged for each shipment will be displayed. We cannot say for certain which items will arrive together, so a more accurate estimate of shipping charges is not possible. Please note that if you choose express shipping for pre-orders, shipping costs may vary depending on the final size of the box by the manufacturer. A refund for the item is not possible if the final shipping cost is too expensive for you due to the size of the box, however ToyMarks can cover the shipping cost if you can accept our standard ocean freight option.


International Shipping

ToyMarks offer International shipping to all countries except for South Korea and Israel.

 

Shipping Fees
We DO NOT give free shipping for international customers, currently we do offer 2 options, namely Standard International Shipping (Pos Malaysia) and Express Mail Service (DHL). Once you have placed your order, do notify us at info.toymarks@gmail.com, we will provide you the shipping costs options. Shipping fees are based on actual product weights or dimensions. Dimensional weight reflects how much space a package takes in a plane or ship, it vary from item to item. If you are not accepting the shipping costs, you may cancel your order with full refund less credit card/paypal charges.

 

Standard shipping (with POS Malaysia) is the cheapest choice for overseas shipping, but there is a size limit on the packages that POS Malaysia can accept. The package usually arrives within 30 days after we post the package. In addition, if you choose to use this shipping method, you must be aware that shipping is at your own risk and ToyMarks will not be responsible for any unexpected damage or loss of the package. We will contact the Post Office on the customer's behalf if there are any prolonged delays in delivery, but we will not cancel the order or refund if the package does not arrive for any reason.
If you choose EMS (Express Mail Service) or express shipping by courier, the tracking of the package is much more accurate and the package usually arrives within 7 days. The cost is usually 3 to 5 times higher than standard shipping, depending on the size of the package. However, if the package does not reach the customer and the post office cannot give us a reasonable explanation, ToyMarks is willing to take responsibility for the loss and refund the customer's payment for the missing item (unlike standard international shipping).

 

Shipping charges for ready-stock items
The shipping charges shown during the checkout process for ready-stock items or items being released are the estimated prices you will pay. Please note that some items may require a custom shipping quote due to their size or weight at the time of shipping. This will be specifically stated in the item description. If you have paid for the items and decide not to proceed with the order due to unexpected shipping charges due to excessive size or weight, we will refund you in full less credit card transaction fees.

 

Estimated Shipping Charges for Pre-Order Items
Shipping charges for pre-ordered items are estimates and not the actual amount you will be charged for shipping. The exact product weight or dimensions are not always known when we offer a product for pre-order. If you pre-order a single item, an estimated shipping charge will be displayed. If you pre-order more than one item, the base charge and the price per pound charged for each shipment will be displayed. We cannot say for certain which items will arrive together, so a more accurate estimate of shipping charges is not possible. Please note that if you choose express shipping for pre-orders, shipping costs may vary depending on the final size of the box by the manufacturer. A refund for the item is not possible if the final shipping cost is too expensive for you due to the size of the box, please take note on this.

 

Delivery Estimates
Delivery times vary depending on the shipping method selected. Each shipping method will display a delivery date or date range of when the shipment can be expected for delivery.

 

If you are purchasing a pre-order, the number of business days expected for delivery after the item has arrived at our facility will be displayed.

 

The delivery estimate should only be used as a general guideline. There are many factors including customs clearance that can delay delivery. Shipments sent through a private carrier such as DHL can have more reliable and consistent delivery times. Shipments that are sent through the mail can take considerably longer than the stated delivery times.

 

Shipping at Buyer’s Risk

Our International shipping is at Buyer’s Risk. This means that you take all responsibility for lost or damaged packages. Once the shipment leaves our facility our responsibility ends. We will not issue refunds or ship replacements under any circumstance except for insured items, kindly contact us if you wish to buy insurance for your items.

 

Importation
When ordering from ToyMarks you are responsible for assuring the product can be lawfully imported to the destination country. The recipient is the importer of record and must comply with all laws and regulations of the destination country.

 

Import Duties, Taxes, and Fees
Orders shipped outside the Malaysia may be subject to import taxes, customs duties, and fees levied by the destination country. These fees are assesed when the shipment reaches the recipient's country and are the sole responsibility of the recipient. We have no control over these charges and cannot predict them. Customs policies vary widely from country to country; please contact your local Customs office for more information.

 

Customs Clearance
International shipments may be subject to opening and inspection by Customs and/or postal authorities. Individual products and packaging may be opened and inspected. Items may be repacked without out the original care taken when your shipment left our warehouse. We have no control over this process and thus cannot be held responsible or guarantee the condition of any items on arrival. If you experienced a complication with your local Customs agency we recommend that you follow up with them directly.

 

If your shipment is not cleared by Customs and is disposed of for any reason (including failure to pay any duties, taxes or fees) we will not refund any product or shipping.

 

Product Restrictions
Unfortunately all products cannot be shipped to all destinations. Some manufacturers have licensing agreements and only allow us to sell their products in specific countries. Product restrictions may also include items that are too large to ship internationally or replicas that are prohibited by Customs. If there are restrictions on a specific product it will be detailed in the description of the product details page. If you try to purchase an item that is not allowed to ship to a specific country we will cancel and refund any ineligible items in your order.

 

In some situations we may not know that a product is too large to ship to some destinations until we have received it at our warehouse. If this happens we will contact you to try to arrange an alternate form of delivery. In some cases we may just need to cancel and refund your order.

 

Limitations
For products shipped internationally please be aware of the following:

 

  • Manufacturers' warranties may not be valid
  • Manufacturer service options may not be available
  • Product manuals, instructions, and safety warnings may not be written in the destination country's language
  • The products and accompanying materials may not be designed in accordance with destination country standards, specifications, or labeling requirements
  • Products may not conform to destination country voltage or other electrical standards, requiring use of an adapter or converter if appropriate
  • Returned, Refused, and Undeliverable Shipments
  • Please see our Return & Refund Policy for more information.

Packing

We take the original toy box very seriously. We wrap it with waterproof foam, place it in our parcel box with bubble or paper cushions and 8-corner protection to make sure the outer box is as sturdy as possible. Oh yeah, we also seal each package with a fragile goods sticker!

 

Frequently Asked Questions

 

I received an item that is ‘double-taped’. Did you open this item?
Almost all items that are double taped occur during the manufacturing process. This may be done as a normal quality control step in the factory. If in a rare case it is necessary to open and repackage, this will be clearly stated in the product details on our website.

 

I want perfect packaging, is this possible?
Every package has some small flaw that makes it less than perfect. This is due to manufacturing, shipping, and handling that occur with all products. We carefully inspect and check every item to make sure the package is as close to new as possible. If you have serious concerns about the perfection of the packaging, please email us at info.toymarks@gmail.com. We will then send you the photos of the product packaging before delivery.

 

Will ToyMarks open up a case of figures and describe the packaging condition?
All case sales are sold and shipped as sealed cases. We do not open and inspect the contents within a case. Please use discretion when ordering case sales, as we do not offer exchanges or refunds on opened cases.


Pre-orders

As soon as a manufacturer announces a new item and gives us the go ahead, we will list it for presale with an expected arrival date. Presale means we are taking advanced orders for the item. It has either not been released or has not yet arrived at our warehouse. We do collect a 20% non-refundable deposit for preorder items

 

Pre-order Arrival Dates
Each pre-ordered product has an estimated arrival date. Our product department is in constant contact with our vendors to get the most up-to-date information possible. As soon as we know something has changed, we will update our listings and the information in your account.

 

We all want pre-orders to arrive within the expected time frame, but unfortunately in the toy industry there can be delays. The expected arrival date is an estimate; there is no guarantee of exactly when pre-ordered products will arrive. No compensation can be paid for pre-orders that arrive late. We do not recommend pre-ordering products as gifts or for special occasions that are time-sensitive.

 

Please note that official arrival dates do not necessarily mean that we have the products in stock in Malaysia.

 

Pre-order Cancelation
Please keep in mind that your non-refundable down payment will not be refunded if you wish to do pre-order cancelation.

 

Pre-order Payment
We offer 2 payment terms for pre-order item, deposit or full payment, please note with both options you always choose the Per Item option for Shipping Methods, either Shipping Fees bring forward, or International Shipping (Shipping fees to be quoted separately) as we do not have the final shipping charges at this time, shipping charges will be calculated when the actual products arrive.

 

Arrival notices
When possible we will send out notification that a pre-order is arriving soon. This will allow you to review your selected payment method, shipping address, and shipping method before your order is processed.

 

Please note we are unable to do this for all products; we are dependent on how much notification our vendors give us prior to shipping.

 

Pre-order Pricing
Due to the nature of pre-orders, pricing may sometimes change after we list the product for presale.

 

If the price is reduced and your item is still on pre-order, your price will be adjusted so you receive the lowest price.

 

In some cases we may not have exact pricing from our vendors when an item is listed for presale. If this occurs, we list the estimated price on the website with an explanation that the pre-order price will be adjusted when final pricing is known.

 

In rare circumstances, mandatory price changes may happen to a pre-order. This could occur when we receive a solicitation from a vendor with a pricing error or when product import tariffs are assessed by the United States government. In the event that the price increases, we will notify affected customers. As always you are free to cancel your pre-order at any time.

 

Pre-order Shipping
Pre-order shipping fees are estimates, not the actual amount charged for shipping. We do not always know the exact weight or product dimensions at the time we list a product for pre-order.

 

Pre-order Fulfillment
We work hard to fill every pre-order we take, but occasionally a situation may be out of our control. If we cannot fill your pre-order, we will cancel it and notify you immediately with full refund. No compensation will be given for the inconvenience.