General Inquiry


If you have any inquiry, comment or creative ideas for us, please email to info@hottoys.com.hk

 

Ordering Service

Overseas customer: As online purchase service is currently unavailable, please kindly contact to our official distributors / dealers for your purchase. Click here to check out your closest Hot Toys dealer.

Hong Kong customer: Toy Hunters is an official retail store of distributing Hot Toys products and provides pre-ordering service in Hong Kong region. Click here for their location. 

 

After-sales Service

Hot Toys is dedicated to ensuring that customers are satisfied with our products.

In order to satisfy customers’ needs, our Customer Services team is offering you after-sales service to ensure the quality standard of collectibles.

A. Purchase from official distributors or wholesalers

  • For purchase from our official distributors or wholesalers overseas or in Hong Kong, please contact your sellers directly and they will provide you with after-sales service according to their terms and conditions.
  • We suggest you checking the product upon receipt to protect your interest.

B.  Purchase from Toy Hunters Hong Kong

  • For purchase from Toy Hunters, please contact our store at (852) 2388 4677 or visit our store for assistance.
  • Due to the limited edition nature of our collectibles, we cannot guarantee that all the accessories or items can be replaced. For after-sales service, please refer to its terms and conditions as follows.
  1. Items sold are not refundable or exchangeable.
  2. Goods must be collected within 30 days from the date of our notification; otherwise, deposit will be forfeited at our discretion.
  3. Customers must present the invoice when collecting the goods. In any case of invoice loss, deposits will be forfeited at our discretion.
  4. Goods are available for replacement within 14 days of purchase with valid official receipt.
  5. Toy Hunters reserves the rights on all final decisions.
  • We suggest you checking the product upon receipt to protect your interest.

C.  Purchase via other channels

  • For purchase via other channels (other than official distributors, wholesalers and Toy Hunters Hong Kong), please contact your sellers directly or you may send email to our Customer Services Department at cs@hottoys.com.hk with clear and high resolution jpg image(s) of at least 300kb that shows the area of damage, sales receipt, and postal address for replacement.
  • Upon receipt of your email, our Customer Service representative will contact you within 7 working days for further actions.
  • To avoid duplication, please do not send in multiple requests with same enquiry.
  • You are required to bear the shipping costs from your own country to Hot Toys office in Hong Kong for repairing and replacement services. Tax, insurance and any other costs involved shall be paid by customers themselves.
  • Hot Toys would just bear the shipping costs from Hot Toys office in Hong Kong to sender’s country after repairing and replacement; other additional costs except the one-way shipping costs mentioned are not included.
  • Due to the limited edition nature of our collectibles, we cannot guarantee that all the accessories or items can be replaced. For overseas customers, replacement is accepted within 30 days upon sending out of item as delivery time applies. For Hong Kong customers, replacement is accepted within 14 days upon receipt of item.
  • We suggest you checking the product upon receipt to protect your interest.
  • Product that was released for more than ONE year will NOT be accepted. Replacement of any item is subject to its availability.
  • We do not encourage purchase via other channels because we cannot assure the product quality as resold products may occur.

**Regulations of replacement for sections A, B and C:

  • After-sales services will only be provided for first-hand purchase via official channels.
  • After-sales services is not applicable for purchase on online auction sites (e.g. eBay, Yahoo) and unofficial channels.
  • Replacement claim is only accepted if it is a result of errors in the production or manufacturing process (i.e. receipt of incorrect or defective item, etc.)
  • All accessories or items can only be replaced once only. Replacement does not apply to package and man-made damages.
  • Hot Toys reserves final rights on all replacement requests.