FAQ

Frequently Asked Questions
About Product:

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1. How can I contact you with a question about my order?
You can contact us via +008618688940611, or by sending an email to us toucanhobby-eu@outlook.com.

2.How can I track the status of my order?

We will provide you detail information including tracking number, shipping carrier. You can easily track your package on our shipping carrier’s website.

3.My product was damaged when I received it. What do I do?
First, please contact us immediately. We are dedicated to 100 percent customer satisfaction, and we want you to be pleased with your order. Either call at +008618688940611 or send an email to us. When we receive your call, we will help arrange for a replacement or refund.

4.When will I receive my order?

Most in-stock items will arrive on your doorstep 7-15 business days after receipt of your order. We will update you with a tracking number once your order is shipped out. It will take 1 to 2 business days for order handling time.

5.What is your return policy?
We handle returns on a case by case basis with the ultimate objective of satisfying the customer. We stand behind our goods and services and want customers to be satisfied with them. We’ll always do our best to take care of customers -- our philosophy is to deal with them fairly and reasonably; we hope they will be fair and reasonable with us as well.

6.What about returns for purchases at Toucanhobby?

Please contact us first when you want to return the item. Simply send your item back we’ll do our best to take care of you.

7.Do I need a receipt from my purchase?
No. That’s just to help us make the return go faster. If you don’t have a receipt, that shouldn’t impact the return – we should be able to find the purchase in other ways.

8.Do you take back everything?
We’ll do our best to take care of you. We treat our customers fairly and ask them to do the same in return. We do our best to take care of customers but from time to time we cannot accommodate a return.

9.Is there a time limit on returns?
Yes, all orders are able to do exchange or return within 30 days of the purchase. Receipts are helpful but not necessary. However, as we treat our customers fairly, we ask them to do the same in return. With this in mind, from time to time cannot accommodate a return.

10.Are there restocking fees?
No.

11.How do I know if ordering online is secure?

We work with PayPal on payments. Generally, we do not have any of your credit card information. When you make payment with your card, only PayPal will see your bank card information.

12.Can you gift-wrap my order?

No. We cannot gift-wrap order, but we also do not include receipt in the package. All the receipt will be emailed to our customer electronically.

13.Will you charge sales tax on my order?

It depends where your order is being shipped to.