1. General Information

1.1 What is the role of NZ Toys?
NZ Toys is a distributor and retailer. We assist customers with ordering, logistics, and communication with studios. We are not a studio and do not manufacture statues, so we cannot directly control production quality or production schedules. We are committed to protecting customers’ interests and deposits and to providing prompt, professional support throughout the collecting process.

1.2 What currency is used on the website? How can I check prices in USD?
The website displays prices in Vietnamese Dong (VND) and currently accepts purchases for customers located in Vietnam only. International customers may browse the site and contact us via Facebook, Instagram, or email for USD pricing and ordering assistance. Our international website is under development and is expected to launch later this year.

2. Pre-Order Products

2.1 What is a pre-order product? Why are released products priced higher?
A pre-order secures a product before production is completed. Studios typically produce limited quantities based on pre-order demand. Pre-ordering locks in the retail price; once released, remaining stock is limited and often resells at higher prices.

2.2 How do I place a pre-order?
Vietnam customers may pre-order via the website. International customers should contact us via Facebook, Instagram, or email to place a pre-order.

2.3 Do I need to pay in full for a pre-order?
Most pre-orders require a deposit. The remaining balance is due when the product is ready to ship. Customers may also choose to pay in full upfront or make incremental payments until release.

2.4 When will my pre-order item be released?
Studios usually give an estimated release window by quarter:

• Q1 = Jan–Mar

• Q2 = Apr–Jun

• Q3 = Jul–Sep

• Q4 = Oct–Dec
  These are estimates only; releases may be earlier or later. Production and shipping can be delayed by factors beyond our control.

2.5 Why should I place a pre-order? (pros & cons)

• Pros: Better pricing (retail), guaranteed allocation, avoid sold-out or inflated aftermarket prices. Hot items may close pre-order quickly (sometimes within one day; commonly 2–5 weeks).

• Cons: Waiting time, possible delays, slight differences between prototype and final product, and rare cancellations.

2.6 Can I cancel my pre-order? What if delays occur?
Pre-orders are generally non-refundable because they are placed with the studio on your behalf. If delays occur, NZ Toys will provide updates and support. In the event of a studio cancellation or confirmed fraudulent activity, NZ Toys guarantees a full refund of your deposit or assistance to switch to another product.

2.7 What happens if a studio cancels or commits fraud?
If cancellation or fraud is confirmed, NZ Toys will verify the situation and then offer a full deposit refund or help you choose an alternative product. All customer deposits are secured by NZ Toys.

3. Payments & Pricing

3.1 How do I make a payment? What currencies do you accept?
We accept PayPal, Wise Transfer, USDT, Credit/Debit Cards via secure Payment Links. Payments are processed in USD.

• We strongly recommend PayPal Goods & Services because it generally provides buyer protection; a 5% fee applies for this option.

• Please note that credit card and debit card payments made through payment links are subject to a 5% processing fee, calculated based on the total transaction amount.

• If you fully trust NZ Toys, you may use PayPal Friends & Family; this method does not include buyer protection. We appreciate your support when you choose this option.

3.2 Why might the product price differ from the website?
Most items are limited editions; prices fluctuate with demand and availability.

• A quoted price may change before payment because confirming allocation and purchasing from studios can take time.

• We may need 3–14 days to verify whether the quoted price is still valid. We will notify you as soon as possible if any change occurs and propose the best available solution (updated price, alternative, or refund if applicable).

• If you disagree with our proposed solution, please tell us so we can seek a fair resolution.

4. Shipping & Delivery

4.1 Do you ship worldwide?
Yes. Available methods and typical times:

Important shipping notes:

• Actual delivery time may sometimes be earlier or later than the estimate due to factors such as customs clearance, inspections, or unforeseen political and logistical issues. We kindly ask for your understanding in such cases.

• Final shipping fees are based on the actual box size and weight after production; we can provide estimates but confirm the exact fee only at release.

• Some destination countries may only offer one shipping option (Economy, Train, or Express).

• Combining multiple items into a single shipment reduces the average cost per item.

• Domestic delivery within China or Vietnam may be arranged on request—please contact us for options.

4.2 Why is the shipping cost only determined upon release?
Shipping cost depends on final package dimensions and weight, which are only known once the product is produced and packed.

5. After-Sales Support

5.1 What support does NZ Toys provide after purchase?
Cases are typically processed within 3–14 business days, depending on the studio’s response. We will act promptly and keep you informed.

5.2 Pre-shipment inspection & proof
Before shipping, NZ Toys always opens and inspects the statue and sends confirmation photos. If you would like additional photos or angles, please request them before dispatch.

5.3 What happens if my product arrives damaged?

• A continuous unboxing video (no cuts) from start to finish is required for any damage claim. Without this video, we cannot process claims.

• We will contact the studio for replacement parts if available.

• If replacement is not possible, we may arrange local repair services or offer a partial refund. Typical compensation ranges 5–30% of the product value. Shipping fees are not covered.

5.4 What is the warranty period?
Our warranty period is 7 days upon receipt. Breakages or missing parts must be reported within this timeframe with the required evidence (continuous unboxing video and photos).

5.5 Are minor issues covered?
Minor issues (dried glue, loose joints, small paint variations) are common in resin products and often repairable with simple adhesives or touch-ups. We appreciate customers’ cooperation for reasonable minor fixes.

5.6 Do final products always match prototype images?
Prototype images are provided by studios for promotion. Final products may vary slightly in color, detail, or finish. In some cases, the final product may look even better than the prototype, which can raise its market value and make it difficult to purchase again at retail.

6. Our Commitment & Limitations

• Distributor role: We facilitate orders, communication, and logistics; production quality and schedules are determined by studios.

• Deposits secured: If a studio cancels a confirmed project or confirmed fraud occurs, NZ Toys guarantees a full refund of your deposit or assistance to switch to another item.

• Proactive handling: We will verify issues, liaise with studios, and propose the best possible solutions. Typical verification and response time is 3–14 days depending on studio cooperation.

• Resin fragility: Resin is inherently fragile; careful packaging reduces risk but cannot eliminate it completely. If you are uncomfortable with this risk, please reconsider before purchasing.

• Transparency: We aim to notify customers promptly and to propose fair resolutions when problems arise.

7. Quick Guide – Purchase & Support Process

8. Contact & Further Assistance

For questions or support, please contact us:

• WhatsApp: +84 792 603 933

• Email: nztoys2204@gmail.com

• Facebook: https://www.facebook.com/nztoys.vn

• Instagram: https://www.instagram.com/nztoysvn/

For the fastest response, please contact us via Facebook or Instagram.

Final Note

At NZ Toys, we deeply appreciate your trust and support. Like you, we are passionate collectors who understand both the joy and the challenges of this hobby. Every statue carries not only value but also emotion, and we are committed to handling your orders with care, responsibility, and respect.

While certain limitations and risks are inevitable in the resin statue industry, please know that we always strive to provide the best possible solutions, protect your interests, and improve our service every day.

Thank you sincerely for your understanding, patience, and continuous support. Your passion inspires us to do better, and we are honored to be part of your collection journey.

NZ Toys – Your Toys, Your Passion.