How much do you charge for shipping and handling?
The shipping and handling fee we charge you is based on the method you choose, where you live and how much your order weighs. Your shipping costs are based upon the Malaysian Postal Services and additional handling changes may apply.
To find out what the shipping fees is going to be, add all of the items you want to your shopping cart and hit “Estimate Shipping and Tax”. It will tell you what options of shipping you have and the fees. You can also change the shipping method and update the price before you check out.
How quickly will I receive my items?
We ship all regular orders (not back orders or pre-orders) within 1-2 business day of receiving them. You will receive an email after your order has been processed and mailed. As for how long it will take to get to you, it would depend on the shipping method you chose and where you are located.
Do you charge Sales Tax?
We charge a standard 5% sales tax for all items sold within and outside Malaysia as required by law.
Why do you charge a cancellation fees?
There are several reasons. First and foremost, we place our orders with the vendors based directly upon the pre-orders we receive from our customers. Unlike our customers, once we place those orders, getting them cancelled becomes significantly more difficult. Cancelling orders with vendors not only puts a strain on our vendor relations, it also puts us at risk of losing our place in line for our entire order. That would impact every other person that ordered the same product.
Second, because we cannot cancel our order, we're stuck paying for merchandise above and beyond what we forecasted for our business, both for existing pre-orders plus the additional stock we already feel we need for new orders that come in once the product is released. It is rarely an easy case of "Just sell it to someone else" that we sometimes hear from people.
Third, there are realized costs associated with cancelling an order. There are credit card authorization fees that we incur when we accept an order (to make sure a customer's card is valid), sometimes PayPal fees that we cannot recover (depending upon order & cancel dates), fees associated with physically removing your order from our system, adjusting inventory counts, and correcting sales reporting. It would be wonderful if the people that did this stuff worked for free, but alas, they do not.
We encourage our customers to order responsibly.
What is the difference between a cancellation fee and a restocking fee?
A restocking fee is applied to an order that is already 'in stock' and has entered the processing phase prior to the receipt of the cancellation request. Stopping an order that is already in process requires a great deal of coordination and effort to accomplish. In addition to the reasons listed above in the 'cancellation' answer, there are additional costs associated with stopping a 'live' order that can be anywhere in the process from processing to packing to shipping.
When will my Pre-Orders ship?
Each product will have an estimated arrival time. Our Vendors supply us with these arrival times and we try to keep them as current and accurate as possible. Please remember these estimated arrival times and are subject to change. It is not recommended to purchase Pre-Order and expect it to arrive in time for a specific event (holidays, birthdays, etc).
Please note that some Pre-Order items will arrive ahead of schedule. We will process your orders and ship the products as soon as they arrive. At Toyrebels, we pride ourselves in shipping all Pre-Orders within 30 business days of the estimated month of arrival.
In the unlikely event we fail to ship your Pre-Order purchases after 30 business days from the expected month of arrival, we would update you on new arrival status and offer the option to cancel the Pre-Order with a maximum 100% refund for the Pre-Order items.
What are the chances my Pre-Orders will not be fulfilled?
At Toyrebles, we make every attempt to fill every single preorder we receive. However, there may be issues or circumstances that are out of our control such as allocation, manufacturer cancellation, governmental requirements, etc. that may affect our ability to fill all preorders.
Please note that these issues rarely occur and when they do, it is with our deepest regret as the circumstances were never intentional and we would issue a refund of up to 100% for Pre-Order items purchased.
Kindly note that selected imported items into Malaysia are subject to additional governmental declaration and inspection that require special approvals and fees, and if such approvals are not obtained, your purchase will be cancelled with a maximum 50% refund of you order.
I don't live in the Malaysia, can I still order from you?
Yes, we ship internationally where possible. Kindly contact us to confirm shipment to your country before placing an order.
Will all shipments, domestic or international, have full vales declared?
Yes! We are required to declare the full value of the products purchased on all customs paperwork. Toyrebels is not responsible for any customs fees, taxes, tariffs, or other fees your local government may charge you for ordering items from Malaysia. For international orders, kindly check with your local government for tax rules in your country.
Is my shipment guaranteed to arrive?
Yes! All shipments are guaranteed to arrive, with the exception of those methods classified as “Risk to Buyer”. “Risk to Buyers” applies to certain countries when shipping by air mail. We have internal reference numbers with the post office to verify delivery of shipments. Some deliveries may take longer than expected due to issues with the delivery company. In these cases we'll ask you to wait a reasonable amount of additional time for the order to arrive. If the box still has not arrived, we will reship or work out another satisfactory solution on a case by case basis.
Can I revise my shipping address?
Yes, but you must update your address on the main portion of your account before placing a new order. If your order has already shipped, Toyrebels cannot be responsible for an incorrect address. Address changes are not permitted during mid-transit.
The item I purchased is now on sale or selling at a lower price point. Can I get a refund?
Yes, but items must have been purchased within the last 21 days. The purchase date refers to the product purchase date, not the order date or payment date. Refunds are only given as store credit.
I still have questions, what is your e-mail address?
Feel free to email us with any questions or comments at any time and we'll get back to you promptly Monday through Friday during business hours. Please send all emails to: firstname.lastname@example.org