Shipping & Returns

DELIVERY TIME = ORDER PROCESSING TIME + SHIPPING TIME

Once order is placed you will receive an order confirmation email. Normally, All orders are processed within 5 to 7 business days (excluding weekends and festive holidays). On rare cases, the order processing time can be as long as 2 weeks. The above estimates are for your reference only but by no means implying a guaranteed timeframe. Once all items of your order are transported to our warehouse, they will be prepared for the shipment to your shipping address and you will receive another notification when your order has been shipped.

INTERNATIONAL SHIPPING & RATES

For orders $30 and above, you will be entitled to FREE Shipping. We also offer express shipping for customers who wants to get their orders faster.

TRACKING INFORMATION

Tracking numbers of your orders will be provided via email. If you do not receive your parcel 30 days after the parcel being shipped, please contact us with your order number.

POSSIBLE DELIVERY DELAYS

Due to overwhelming demand of miHoYo merchandise / HoYoverse merchandise in China domestic market, miHoYo Official Store & warehouse / HoYoverse Official Store & warehouse itself is the processing bottleneck most of the time, please expect possible delay in arrival time of your merchandise to our warehouse. On the rarest case of our experience was to have some “in stock” products delivered to our warehouse after 30 days! Unfortunately this is not something we can control as a merchant if the supplier does not do their part timely.

Secondly there are frequently some lockdown policies in place in different parts of China due to COVID. Sometimes a lockdown can last up to more than a month which may impact warehouses and logistics. In such situation, unfortunately, was only to wait for the measure to be lifted. So that is one serious cause of delay.

Shipping may also be delayed further due to your local post office or logistic delays, holidays, weather, customs inspections or any other uncontrollable factors.

After all, our best interest is always to provide the best shopping experience to our customers therefore please do trust that we will try our best to get the products to you as soon as possible.

IMPORT DUTIES AND TAXES

Import duties, VAT or any other taxes may be induced when your ordered parcel arrives in your designated country or region. We are irresponsible for this kind of charges.
In the shipping document to customs we will set less than US$10 all the time for the items you ordered to prevent or minimize the custom fees charged which are borne by the buyer.

LOST MAIL

We are not liable for any lost mail after your order is processed and shipped. Please do contact us if there is any lost mail. We will definitely try our very best to assist you, though we will not be responsible for it.

RETURN & EXCHANGE POLICY

• Under normal and general circumstances, as long as the items you receive are the same as the order stated, we do not support returns, exchanges, and refunds. If the delivery is accepted, you will not be able to return it unless the product is defective. Exceptions for exchange will be allowed for defective products only. Returns, exchanges or refunds will not be provided for change of mind purchases.
• If the product you received is flawed, with any quality defects or wrong items being shipped, please contact us within 7 days you received the parcel, otherwise we will not be able to process your return/exchange. Items sent back to us without first requesting a return will not be accepted.
• We will respond to your email with information on the return procedure if it is determined that the product has flaws, quality issues, or was supplied with the incorrect goods. Please arrange for the return of the item(s) to us within 30 days.
• To be eligible for return, products must be in the exact condition you received them in. All packaging material must be undamaged and unused.
• Delay can never be a reason for a refund. We emphasize in different spots in this website that delay is very usual due to multiple reasons: processing time of suppliers, economical (inefficient) shipping method, number of orders exceeding the capability of this humble shop, external factors (e.g. COVID lockdowns in China or holdup at your local customs) and many other reasons etc.
• The refund will not include the cost of delivery or return postage. In case of exchanges, the fee of shipping for the second time is waived.
• We will notify you once we have received and inspected your return, and let you know if the exchange or refund was approved or not. In case of refund, if approved, you will be automatically refunded on your original payment method within 5 business days. Please be noted that it can take some time depending on your bank or credit card company to process the refund too. If more than 10 business days have passed since we have approved your return, please contact us.
• We shall keep updating the availability of the merchandise, yet some products may still be running out of stock or for some reasons that it cannot be delivered. If these unfortunately happened to your purchased items, you may exchange for other items within the purchasing amount and the difference amount will not be refunded.