Welcome to Toys Model Sale Store’s FAQ! We’re passionate collectors just like you, and we’ve created this guide to answer all your questions about our anime, gaming, and pop culture collectibles. Whether you’re looking for that perfect Pokémon plush or the latest Hololive figure, we’re here to help!
About Our Store
What kind of products do you specialize in?
We specialize in authentic anime, gaming, and pop culture collectibles including:
- Plush toys (Pokémon, Sanrio, Kirby, Dragon Quest, and more)
- Video game merchandise (Nintendo Switch, PS4/PS5, The Legend of Zelda, Final Fantasy)
- Anime goods (Dragon Ball, One Piece, Hololive)
- Collector’s items (Amiibo, Tamagotchi, Dakimakura, Tapestry)
Where is your store located?
Our warehouse is located at 2968 Shinn Avenue, EL PASO, US 79901. We ship worldwide (excluding some remote areas in Asia and other regions).
Product Questions
Are your products authentic/licensed merchandise?
Absolutely! We only sell 100% authentic, licensed merchandise. As fellow collectors, we understand how important authenticity is to the collecting community.
Do you sell pre-owned items?
No, all our items are brand new in their original packaging unless otherwise specified in the product description.
How do I know if an item is in stock?
All products listed on our website are currently in stock. If an item becomes unavailable, it will be marked as “Out of Stock” on the product page.
Ordering & Account
What payment methods do you accept?
We accept:
- Visa
- MasterCard
- JCB
- PayPal
Can I change or cancel my order after placing it?
You can request changes or cancellation within 1 hour of placing your order by emailing us immediately at [email protected] with your order number. After this window, we cannot guarantee changes as we begin processing orders quickly.
How do I create an account?
You can create an account during checkout by selecting “Create an account” option. This will allow you to track orders, save your shipping information, and view order history.
Shipping & Delivery
What shipping options do you offer?
We offer two shipping methods:
- Standard Shipping ($12.95): Via DHL or FedEx, delivered in 10-15 days after dispatch (1-2 day processing)
- Free Shipping: For orders over $50, via EMS with delivery in 15-25 days after dispatch (1-2 day processing)
Which countries do you ship to?
We ship worldwide! However, we cannot ship to some remote areas in Asia and other regions due to carrier limitations. If you’re unsure about your location, feel free to contact us before ordering.
How can I track my order?
All orders come with tracking. You’ll receive a tracking number via email once your order ships. You can also check your order status by logging into your account on our website.
What if my package is lost or damaged?
While rare, if your package is lost or arrives damaged, please contact our support team immediately at [email protected] with your order number and photos of any damage. We’ll work to resolve the issue promptly.
Returns & Exchanges
What is your return policy?
We offer a 15-day return policy from the date of delivery for most items. Items must be unused, in their original packaging, and in the same condition as received. Some collectible items may be final sale – please check the product description.
How do I initiate a return?
Email us at [email protected] within 15 days of receiving your order with your order number and reason for return. We’ll provide return instructions. Return shipping costs are the responsibility of the customer unless the return is due to our error.
When will I receive my refund?
Once we receive and inspect your return, we’ll process your refund within 3-5 business days. The refund will be issued to your original payment method. Please allow additional time for your bank or credit card company to process the refund.
Contact Us
How can I contact customer service?
Our collector-support team is happy to help! You can reach us at:
- Email: [email protected]
- Address: 2968 Shinn Avenue, EL PASO, US 79901
Didn’t find your answer here? Don’t worry – our team of fellow collectors is always ready to help with any questions about your favorite anime, gaming, or pop culture merchandise. Contact us and we’ll get back to you faster than a Pikachu using Quick Attack!
Happy collecting from all of us at Toys Model Sale Store!