Explore the FAQs

1.1. What is NZ Toys?

NZ Toys is a distributor and retailer of authentic collectible figures and statues, connecting studios with collectors in Vietnam and worldwide.

We assist with product sourcing, orders, payments, shipping and studio communication. Although we do not manufacture these products, we remain your point of contact throughout the order and after-sales process.

1.2. What currency does the website use?

Prices on our website are displayed in Vietnamese dong (VND), and online checkout currently serves customers in Vietnam. International customers may contact us for USD quotations and ordering assistance HERE.

1.3. Can NZ Toys source items that are not listed online?

2.1. What is a pre-order, and why should I consider one?

A pre-order allows you to reserve a collectible before the studio completes production. Many resin statues have limited production runs, and some studios determine quantities based on pre-order demand.

Pre-order windows may close early or sell out, depending on the studio. Some products have an estimated production period of 3–6 months, although actual lead times vary. Release dates may change, and the finished product may differ from the prototype. Please consider these factors before placing a deposit.

2.2. How can I place a pre-order?

Customers in Vietnam may order through our website or contact us directly. International customers may request pricing and payment instructions through Facebook, Instagram or email.

You may place a deposit to reserve an allocation, pay in full, or make additional payments before release. Deposit amounts and order terms vary by product and will be confirmed before your order is placed.

2.3. How does the pre-order process work?

When the studio releases the product and requests the balance, NZ Toys will send a payment notice. After receiving your payment, we pay the studio or supplier so shipment can be arranged.

2.4. When will my pre-order be released?

Studios commonly provide an estimated release quarter: Q1 (January–March), Q2 (April–June), Q3 (July–September), or Q4 (October–December).

These are estimates rather than guaranteed dates. We will share new production or release information when it becomes available from the studio.

2.5. When is the remaining balance due?

If you require additional time, please contact us before the deadline, provide a specific proposed payment date, and confirm that you intend to complete the purchase. We will review your request in light of the studio’s payment deadline. Any extension must be expressly confirmed by NZ Toys.

If payment is not received, our follow-up messages go unanswered, or an agreed payment arrangement is not met, the order may be treated as abandoned under our deposit policy after further notice.

2.6. Can I cancel, change or transfer my order?

If you wish to switch to a different product, please contact us first. A change may be possible depending on the order status and studio terms; additional charges or a partial loss of the deposit may apply. We will discuss any applicable costs in advance.

On request, NZ Toys can help list pre-orders, orders or in-stock products purchased from us for resale or transfer. We cannot guarantee that a new buyer will be found.

2.7. What happens if a studio delays or cancels a project?

If a studio remains active and confirms that production is continuing, a delay does not automatically qualify the order for a refund under our standard pre-order policy. Prolonged delays and other fulfillment issues will be reviewed according to the circumstances.

We will keep you informed while the project’s status is being verified. If you prefer an alternative product, we can discuss that option at your request; the full deposit refund remains available in confirmed qualifying cases.

3.1. Which payment methods are available?

International customers may pay in USD via PayPal, Wise, USDT, Remitly or a credit/debit card payment link.

• PayPal Goods & Services: buyer protection may apply under PayPal’s terms; a 5% processing fee applies.
• Credit/debit card payment links: a 5% processing fee applies to the transaction amount.
• PayPal Friends & Family: this option does not provide the same buyer protection; NZ Toys currently quotes a USD 5 fee for this method.
• Exchange rates: the final rate and amount may vary by payment provider.

3.2. Why might a price differ from the website?

Prices for limited-edition and released products may change with supplier availability and market demand. For difficult-to-source items, we generally need 1–3 days to check stock and confirm an updated quotation.

Website prices may not always reflect the latest supplier quotation. If a price changes before your order is confirmed, we will inform you and discuss the options, which may include an alternative product or a refund where applicable. Please contact us for the most up-to-date price.

3.3. Can I pay in full and request delayed shipping?

Storage may be arranged by agreement. Fees depend on the package dimensions and storage duration; we will confirm the quotation and terms before accepting a storage request.

4.1. Does NZ Toys ship worldwide?

Yes. The following are typical international shipping options; service availability depends on your destination.

Express shipments may be handled by DHL, UPS, FedEx, DPD, EMS or another carrier, depending on the route. Some Express Air services take approximately 5–7 days, but typically cost more. Economy may be more suitable for larger or heavier packages when speed is less important.

4.2. Why is international pre-order shipping confirmed at release?

International shipping charges depend on the final package dimensions, weight and destination. Studios may not provide the final packing details until production is complete, so earlier quotations are estimates.

If you are purchasing multiple items, please ask about combined shipping; it may reduce the average shipping cost per item. Domestic delivery within China or Vietnam may also be available upon request.

4.3. What if I cannot complete customs clearance or receive my shipment?

NZ Toys provides the necessary shipping documents, including PDF invoices and supporting documents, to assist customers with customs clearance.

However, customers are responsible for completing any required import procedures and accepting delivery in their destination country.

If a shipment is returned because the customer cannot complete customs clearance or receive the package, the customer will be responsible for the full return shipping fees and a new shipping fee if they wish to have the order shipped again.

Please note that shipping carriers may charge daily storage fees for unclaimed shipments. If the package remains unclaimed or the return arrangements cannot be completed, the carrier may eventually dispose of the shipment in accordance with its policies and applicable regulations.

We kindly ask customers to contact NZ Toys as soon as possible if they encounter any customs or delivery difficulties. We will do our best to provide the necessary documents and assistance to help resolve the situation before additional charges arise.

5.1. Will my product be inspected before dispatch?

NZ Toys supplies brand-new, authentic products from studios and suppliers. Pre-dispatch photos document visible condition but do not constitute a complete assembly or inspection of every component, nor can they prevent damage during transit. Please request additional photos or inspection before dispatch if needed.

5.2. What if my PVC figure arrives broken, scratched or with a damaged box?

PVC figures are generally less susceptible to transportation breakage than resin statues, although damage can still occur.

• Breakage during transit: NZ Toys offers repair assistance in Vietnam. For international orders, we offer a partial refund based on verified damage; compensation is typically around 5–30% of the product value, assessed case by case rather than guaranteed at a fixed rate.
• Scratches or manufacturing defects: we will submit a claim to the manufacturer or supplier. Any replacement or other assistance depends on their assessment and approval.
• Packaging: we cannot guarantee a flawless box after multiple stages of transport. Significant box damage will be assessed individually for possible assistance.
• Damage during use: paid repair assistance may be available for customers in Vietnam.

5.3. Why can a Brand-new resin statue have minor marks or damage?

Resin statues are commonly cast, painted and finished by hand. Studios may conduct quality checks and test assembly before dispatch, so a brand-new item may show minor marks around joints, traces of adhesive or slight variations in paint.

Resin is also relatively fragile; thin details may become detached, cracked or broken during shipping. Minor cosmetic imperfections and significant damage are assessed differently. NZ Toys cannot guarantee a completely flawless item, but we will review reported issues and provide the support available under our policy.

5.4. Can you guarantee that resin packaging will arrive in perfect condition?

Resin statues are often packed in large Brown Boxes, Art Boxes and protective foam. These materials may become dented, scuffed or compressed during handling and transportation.

5.5. What if my resin statue arrives broken, has a loose joint or is missing parts?

Please contact NZ Toys with clear photographs and a continuous unboxing video so we can assess the issue.

• Customers in Vietnam: For eligible resin warranty or transportation-damage cases, NZ Toys can arrange repairs in Vietnam without an additional repair charge, or request replacement parts from the studio where available.
• International customers: we will request replacement parts where available. If parts cannot be obtained, we can discuss local repair options or a partial refund based on the circumstances. Where neither replacement parts nor a suitable repair service is available, partial compensation may be considered.

Minor issues, such as detached adhesive joints, can sometimes be resolved with suitable adhesive. Please contact us before attempting any repair so we can advise on the appropriate next step. Studios may no longer have spare parts for older releases.

5.6. What should I do upon delivery, and when should I report a problem?

Please provide your order number, clear photographs and the unboxing video, and retain the packaging. The video is required evidence for our standard transportation-damage claims and supports our communication with studios and carriers; insufficient evidence may limit the available options. For standard product-damage claims, shipping charges are not included in partial compensation.

If you cannot open the parcel within 7 days, please contact us during that period so we can record the situation and discuss available assistance. Late inspection can complicate damage verification or replacement-part requests. Advance notice does not automatically extend all warranty periods; applicable contractual and statutory rights remain unaffected.

5.7. How long does after-sales assistance usually take?

Initial verification and case handling typically take 3–14 business days. Repairs, warranty arrangements or replacement-part requests may take longer, depending on the issue and the studio’s response.

Where further work is required, we will provide an estimated timeframe when possible and keep you informed. Thank you for your patience while we work to resolve the matter.

5.8. Will the finished product match the prototype exactly?

Prototype photographs are promotional references provided before production is completed. The final item may differ slightly in color, paint application or details and, in some cases, may be more refined than the prototype. We recommend reviewing official production photographs when available.

REAL CASES · BEFORE & AFTER

The following image slots are reserved for real NZ Toys cases. No example should be presented as verified until photographs from the same case have been added.

01. Resin · Detached glue joint

If a part has detached at an adhesive joint and remains intact, contact NZ Toys before attempting a repair. If we recommend a home repair, apply a small amount of suitable adhesive to a disposable surface and transfer it carefully with a cotton swab. Do not pour adhesive directly onto the statue.

02. Resin · Assembly marks

Minor marks around connection points may result from the studio’s test assembly or quality checks. Their location and severity will be considered when reviewing an issue.

03. Resin · Broken or missing part

Replacement parts and repair outcomes vary by studio, product and the nature of the damage.

04. PVC · Shipping damage

Pre-dispatch photographs and the unboxing record can help document changes during transportation.

05. Brown Box / Art Box

Packaging may show transportation wear without damage to the statue. Please inspect the product itself.

6.1. What can customers expect from NZ Toys?

NZ Toys aims to provide clear order information and responsive support throughout your purchase. We do not directly control studio production schedules, manufacturing quality or replacement-part availability; however, we will review reported issues, contact the relevant studio and discuss suitable options with you.

We value open communication and appreciate the trust collectors place in us. NZ Toys – Your Toys, Your Passion.

7.1. Select a product

Browse our website or send us a photograph of the item you are looking for. Prices and availability for released products may change; please request a current quotation.

7.2. Confirm your order and deposit

For a pre-order, the deposit secures your requested allocation with the studio. Deposit amounts and conditions vary by product and should be reviewed before order confirmation.

7.3. Complete payment

International methods include PayPal, Wise, USDT, Remitly and card payment links, with payment in USD. Please confirm any fees and exchange rates. The pre-order balance is normally due within 14 days of our release payment notice, unless another arrangement is confirmed.

7.4. Choose a shipping method

Express is generally faster and more expensive; Economy or Train services may be more economical where available. For pre-orders, the final shipping quotation is typically confirmed after packing. We will confirm import-tax arrangements and can check combined-shipping options.

7.5. Receive and inspect your order

Record a continuous unboxing video from the outermost packaging, inspect all components and report any issues within 7 days. Please retain the packaging and provide your order number, photographs and video when contacting us.

7.6. Request after-sales assistance

We will review available replacement parts, repairs or partial compensation as appropriate. Initial processing normally takes 3–14 business days and may take longer when studio assistance is required.

8.1. How can I contact NZ Toys?

For product sourcing, quotations or assistance with an order, please contact us using one of the channels below. Facebook and Instagram messages are generally the quickest way to reach our team.