FAQ

Welcome to Pop Mart Toy Store‘s FAQ section! Here, you’ll find answers to common questions about orders, shipping, payments, returns, and more. If you don’t find what you’re looking for, feel free to contact us at [email protected].

General Questions

1. What products do you sell?

We offer [briefly describe product range based on homepage/menu, e.g., “high-quality lifestyle goods, from tech accessories to home essentials”]. Explore our Products section to see our full collection.

2. Where do you ship?

We deliver worldwide, excluding Asia and certain remote regions due to shipping restrictions. If you’re unsure about your location, contact us before ordering.

3. What payment methods do you accept?

We accept:

Visa
MasterCard
JCB
PayPal

Order & Shipping

4. How long does order processing take?

Orders are processed within 1-2 business days before shipping. You’ll receive a confirmation email once your order is dispatched.

5. What are my shipping options?

We offer two shipping methods:

Standard Shipping ($12.95) – via DHL/FedEx (10-15 business days)
Free Shipping (on orders over $50) – via EMS (15-25 business days)

6. Can I track my order?

Yes! Once shipped, you’ll receive a tracking number via email to monitor your package.

7. What if my order is delayed?

Delays can happen due to customs or carrier issues. If your order is significantly overdue, email us at [email protected], and we’ll assist you.

Returns & Refunds

8. What’s your return policy?

You may return items within 15 days of delivery.
Products must be unused and in original packaging.
Contact us first at [email protected] to initiate a return.

9. How long do refunds take?

Once we receive your return, refunds are processed within 5-7 business days, depending on your payment method.

10. Who covers return shipping costs?

Customers are responsible for return shipping fees unless the item arrived damaged or incorrect.

Account & Payments

11. Can I change/cancel my order?

Orders can only be modified or canceled within 24 hours of placement. Contact us immediately if needed.

12. Is my payment information secure?

Absolutely! We use SSL encryption and trusted payment gateways (Visa, MasterCard, PayPal, etc.) for safe transactions.

13. Why was my payment declined?

Possible reasons:

Insufficient funds
Bank security block
Billing/shipping address mismatch
Try again or use an alternate payment method.

Customer Support

14. How do I contact customer service?

Email us at [email protected], and we’ll respond within 24-48 hours.

15. Do you offer bulk discounts?

Yes! For wholesale inquiries, email us with your request, and we’ll provide a customized quote.

FAQ