Shipping Policy

Moaihobby Online Store Payment Policy

Shipping Terms 

• MOAIHOBBY ships to worldwide by the various shipping method from fastest to most affordable with insurance protection.
• All shipping and handling cost calculate base on the product weight.

Tax or Duties

• Moaihobby is not responsible for any taxes or duties required by your country, buyer has to settle it at his/her side. Please contact your
  local post office for more detailed information.
• Item is marked as "Gift" upon buyer's request.

Shipping Time

• Please allow 5-10 working day for order processing after payment confirmed. MOAIHOBBY has multiple warehouse in USA, UK & Hong Kong to serve different region and products. Our time zone is Pacific Time -8, there will be time difference of 12 hours from some countries..
• Item will be delivered by different shipping method on buyer request when check out. The average lead time of delivery for Registered Airmail is around 12 ~ 14 days. Buyer can also choose express courier on demand..

Trace Item

• We will send you an email once the order is shipped out. We will inform you the date of shipment, expected arrival time and the tracking number if applicable.
• Please use the links below to trace the parcel, and enter the tracking number :
  • Third party tracking: http://www.trackitonline.ru/
• If you parcel is kept at customs for inspection, your order arrival time will be affected. Please contact your local Post Office for updated information.
• Please contact your local Post Office with the Tracking Number, 14 days after the parcel is delivered. They will let you know where the parcel is located.
• Please contact us if the parcel does not arrive 30 days after it is delivered. We will contact Hong Kong Post Office to trace the parcel. Normally, mail tracking overseas takes around 30-60 days to complete the investigation.
• When the investigation is completed and it confirms the parcel is lost, Moaihobby will refund the money to buyer according to the amount compensated by the Post office to us. Please be advised that the refunded amount might not be the full payment. However, Moaihobby will present the buyer the official invoice of Hong Kong Post Office along with the refunded amount.
• The compensation cheque will usually arrive 30 Days after the completion of the investigation. As soon as Moaihobby receives the compensation and the document, we will refund the amount to buyer accordingly.

Parcel return to seller when the parcel is Non-Claimed/Rejected by Customs (Can't Clearance)/Wrong Address or Wrong Attention person provided etc

• When we receive the returned parcel, we will inform buyer the reason of return.
• When the item is still in the original condition, we can partially refund the cost to the buyer.
• If there is any damage on the item, buyer will be responsible for the loss and we will charge on her/him accordingly.
• Shipping and handling charge, payment service charge and eBay listing fees will not be refunded.
• If there is any penalty from the Post Office, Moaihobby will also attach a copy of the receipt along with the parcel and will charge on buyer accordingly.
• Buyer is also responsible for the resend shipping cost if requested.
• There will be a charge of 20% restocking fee if buyer cancels the order.

Lost/Missing Item

• Buyer MUST contact us thru email at moai01@moaitoys.com or eBay message and advise the situation of missing item within 3 days after the parcel is received, before proceed to any further actions. Return without our approval will not be accepted.
• Any case reported 3 days after parcel is received will not be accepted, unless the cause is reasonable.
• Moaihobby will investigate and double check our records. This involves comparing the actual weight of the shipped parcel and the total weight of each item. If we found the mistake is made by our side, we will resend the missing item to buyer at our cost.

Wrong Item ordered by Buyer

• Buyer MUST contact us thru email at moai01@moaitoys.com or eBay message and advise the situation of wrong item within 3 days after buyer receives the parcel, before proceed to any further actions. Return without our approval will not be accepted.
• Any case reported 3 days after parcel is received will not be accepted, unless the cause is reasonable.
• Returned item must be in original unused condition.
• Upon receipt of returned merchandise, Moaihobby will inspect the item for any loss or damages. If it is in good condition, we will refund to buyer accordingly.
• Moaihobby will not be responsible if the return parcel is damaged or lost during the delivery, so please purchase insurance for the return parcel.
• Shipping and handling charge, payment service charge and eBay listing fees will not be refunded.
• Buyer will be responsible for the Return Shipping Postage.
• Buyer will also be charged for the 20% Restocking Fee.
• Returns are refunded through PayPal only.

Wrong Item Shipped by us

• Buyer MUST contact us thru email at moai01@moaitoys.com or eBay message and advise the situation of wrong item within 3 days after buyer receives the parcel, before proceed to any further actions. Return without our approval will not be accepted.
• Any case reported 3 days after parcel is received will not be accepted, unless the cause is reasonable.
• Please provide photos to inform us about the wrong item we sent to you.
• Moaihobby will communicate with buyer about the wrong item sent and we will decide if it should be returned or not.
• Upon receipt of returned merchandise, Moaihobby will resend the right item to buyer by Express Service if return is required.
• Moaihobby will be responsible for the return postage, please attach the standard postage receipt with Post Office or Shipping Agent's Company Chop; otherwise the return postage will not be refunded.
• Returns are refunded through PayPal only.

Defective/Damaged Item Received.

• Buyer MUST contact us thru email at moai01@moaitoys.com or eBay message and advise the situation of defective/damaged item within 3 days after buyer receives the parcel, before proceed to any further actions. Return without our approval will not be accepted.
• If item is defective / damaged on arrival, buyer MUST contact us by email at moai01@moaitoys.com or send an eBay message within 72 hours after the item is received. Any case reported after that will not be accepted, unless the cause is reasonable.
• If your parcel is insured, and the item is damaged due to mistreatment of the parcel during delivery process, please contact your local post office for compensation.
• Any item reported to be defective or damaged 3 days after it is received, it will not be accepted. Moaihobby will not be responsible for any compensation, unless the cause is reasonable.
• Please provide sufficient evidence by using photos or videos to demonstrate how the item is defective or damaged and send to us by email at moai01@moaitoys.com for our reference.
• When the case of customer service for a defective or damaged item is started, Moaihobby will check if the item of buyer is covered by our in-house warranty, or by the manufacturer/supplier. Warranty procedures and standard will vary among them. The final decision of return/replacement is made by the manufacturer/supplier according to the terms of the warranty.
• Any damage resulted from improper use or lack of maintenance will not be covered by the warranty. All consumable parts (i.e. bumper, tires or motor) are also not covered in this warranty.
• If any compensation or replacements are required, the return item must be well-packed in its original packing. Upon receipt of returned parcel, Moaihobby will send the working unit or refund to buyer accordingly.
• Moaihobby will not be responsible for if the returned item is lost or damaged during delivery, so please purchase insurance for the return parcel.
• Shipping and handling charge, payment service and eBay listing fees will not be refunded.
• Buyer will be responsible for the Return Shipping Postage.
• Returns are refunded through PayPal only.