Frequently Asked Questions Regarding the Coronavirus Situation

Follow

 FedEx_and_DHL_Manga_2020_08_1200x340.jpg

shipping.png

PW.png

safe.png

With the ever-changing global situation, we are receiving a large number of queries from our customers regarding their shipments and orders. We hope to provide our fellow hobbyists with current, accessible information regarding our situation during this global crisis. 

Shipping Update: When shipping via FedEx or DHL, be sure to include your phone number with your address for a smooth experience. 

 

 

 

 

Is it possible to extend the time in my Private Warehouse?

Yes, it is, and we are doing it for everyone automatically. We know that many of our fellow hobbyists are affected by the Coronavirus and lockdowns, and we are more than willing to work with you regarding your individual situation. All Private Warehouse orders are already being extended, but if you need more personal assistance, please contact us and one of our friendly Customer Service Representatives will do their best to accommodate you.

UPDATE: We can hold your items for you until things calm down. The Automated Shipping Process for Private Warehouse orders has been temporarily switched off.

 

 Are you still Shipping Orders? 

Yes we are! More and more shipping methods are returning for more and more countries daily!

Orders are still being packed and prepared for shipping at our main warehouse, with packages leaving daily via the Japan Post Office and our courier partners DHL and FedEx. Please note that some shipping methods are currently not enabled for some countries, as our shipping partners are operating on revised schedules. 

We are currently working hard to make additional shipping options available to fill the gaps left by these changes. Please refer to our Revised Shipping Methods by Country (Updated August 7).

UPDATE: (April 23) Japan Post has announced a temporary stoppage of services bound to the USA (EMS, AIR) plus additional countries.

UPDATE: (April 9) Japan Post has announced a limited temporary suspension of acceptance and delivery delays of certain mail items destined to some countries/territories

UPDATE: (March 31) Temporary Stoppage of Service for FedEx Economy Packages in some areas/Addition of FedEx Priority

 

Are you taking any measures when handling the orders?

Yes we are!

UPDATE: (April 16) As part of our efforts to maintain a safe and healthy work environment, the majority of our office staff have been working remotely at home. Our essential warehouse team has been working in more shifts with fewer people per shift to ensure proper social distancing, while still enabling us to ship out your items in a timely fashion. Everyone handling products is equipped with masks and sanitation measures are being strictly enforced.

We are not taking any chances and are ensuring that all of our staff are adhering to an even higher standard of hygiene and cleanliness. All of your products are kept in a safe environment and we will continue to ship them out to you efficiently and carefully.

 

Will my package be infected with Coronavirus

The short answer is no. However, we understand your concerns completely, and if you would like to find out more, please check-out the following:

WHO Q&A on COVID-19

 

Will my items be delayed?

Although packages are still leaving our warehouse as usual, external factors such as tightened customs scrutiny, as well as government lockdowns may affect the delivery times. We will continue to monitor the situation very closely and provide updates where possible.

UPDATE: (April 9) Due to the decreased number of commercial flights leaving Japan, Japan Post has advised that all packages sent via Japan Post (Air, EMS) will take longer than usual. 

 

I'm worried about the Coronavirus. Can I cancel my preorder?

As stated within our terms and conditions, we are always willing to accept cancellations of all or part of an order at any time prior to billing within reason. Please understand that cancellations are permanent and cancelled items or orders cannot be reinstated. We do however hope to keep and fill each and every order and will do our best to keep that commitment to you. 

 

 My tracking has not updated or left Japan / I think my order may be lost

With the current situation, commercial flights that Japan Post uses to make deliveries are fewer than usual, and as a result we know that some orders are still within Japan Posts hands and are awaiting an opportunity to be moved. Unfortunately we do not know the exact nature of Japan Post's operations, and in cases like these we are unable to provide you with any additional information beyond what Japan Post announces to us. However please rest assured that if you have received a Shipping Notice from us, your order has already left our warehouse and is still on its way to you. If your order is returned to us, we will reach out to you as soon as we process the returned package.

 

 My order is being returned to HobbyLink Japan

We're sorry to hear this has happened. Although we were assured all packages sent prior to any service suspensions would be delivered, there may have been some packages returned to us. If your package has been returned to us, we will reach out to you as soon as we receive it. We’ll have your package returned to your Private Warehouse where you’ll have the most control over how your order can be reshipped, and if there are no shipping options available to your country, they can be kept in your Private Warehouse until the situation settles down. We will of course be refunding your shipping charge to you, too. Please feel free to reach out to us if your package is being returned and you do not wish to have it returned to your Private Warehouse.

 

 

 

 

We hope that everyone stays safe during these unsettling times, and follows the suggestions, rules, and regulations put forth by your local authorities.

We will keep the information on this page updated as it becomes prevalent, and if you have a concern that is not addressed here, please do not hesitate to contact us as we are always happy to help!

Have more questions? Submit a request

Comments