[About] FAQ

If you have other question and need more detail information, please Contact Us.

Shipping

Q: Do you ship worldwide?
A: Yes! We ship worldwide! However, there are some locations we are unable to ship packages. If we cannot ship to your location, we will promptly contact you. Some products are unable to ship to certain locations due to licensure laws. If a product has such a location restriction, it will be stated on the product's page.

Q: How do you ship packages?
A: For Indonesian customer, we ship the products via JNE, TIKI, POS Indonesia. You can also request courier for Cargo Shipping. For customer overseas, packages from our warehouse in Indonesia are shipped via EMS or Airmail (we will let customer to choose).

Q: Do you provide tracking information?
A: Yes, you will receive an email once your order ships that contains tracking information.

Q: Does EXBI offer shipping options other than EMS and Airmail for packages shipped from Indonesia?
A: EMS and Airmail are our only shipping option at this time. EMS is considered to be the fastest and most reliable international shipping service. However, some countries do not accept EMS packages. If your country or area does not accept EMS packages, we might be able to ship your order via an alternate method. We welcome you to contact us for further details about how we can best assist you.

Q: How much does shipping cost?
A: The shipping cost varies per product. Just simply fill the form order, we will send you Order Confirmation through e-mail including payment methods and shipping fee.
For customer overseas, your country's government may require customs taxes or other clearance fees to be paid before delivery. Local taxes and fees of this nature are not included in the shipping costs or Grand Total of your order. EXBI has no control over and is not able to provide compensation for customs taxes or any related local charges.

Q: Once I have placed my order, how long does it take for it to be shipped?
A: Products that are currently in stock will ship within two business days. Pre-order products will ship upon their official release by the manufacturer. Made-to-order products and EXBI Special Creator products will ship after they are produced. The amount of time needed to manufacture made-to-order and EXBI Special Creator products may vary depending upon the item.

Q: How long does shipping take?
A:Shipping usually takes about 1-2 weeks, but varies by location. Shipping to Asia and Australia takes approximately three days to a week. Shipping to North America and Europe takes approximately 1-2 weeks. Shipping to Central and South America takes approximately 2 weeks.

Q: Will my entire order ship together in one shipment?
A: Depends on your request.

Q: My order contains pre-order products releasing in different months. Will they ship separately? Will I be charged for additional shipping?

A: Depends on your request. If you want to ship your packages separately, please inform us while ordering. Shipping fee will be charged in Grand Total of your order confirmation. Shipping fee will be charged in every shipping.

Q: Can you hold my order and ship it at a later date?
A: We cannot hold packages for shipment at a later date. If you foresee any potential delivery problems, we recommend contacting your local post office. By sharing your package’s tracking number with them, you can sometimes arrange to have your package delivered at a later date.

Q: How do I know when my pre-order product will ship?
A: We are often only told the expected month a pre-order product will release. This information is written on the product's page. If you would like more specific information, please contact us during the month the pre-order product is expected to release. In the case a pre-order product's release is delayed by the manufacturer, customers will be contacted.

Q: It's been over a week and my product hasn't shipped. What is the delay?
A: Your product might be a EXBI Special Creator product! These items are specially made once you order them. Therefore, please allow 2 weeks to pass before shipment for such products. If you are not sure if your product is a EXBI Special Creator product, please contact us.

Q: My package shipped, but my address has changed! What should I do?
A: We are unable to reroute packages that have already shipped. Please contact your local post office right away to request for the package to be rerouted. If they are unable to reroute your package and you cannot obtain it, it will be returned to one of the EXBI warehouses.

Q: Can you declare my order as a gift or lower the declared value?
A: We greatly appreciate you choosing to purchase from the EXTALIA HOBBIES Premium Shop and would like to help you receive your purchases with ease, but we must follow the rules regarding retail companies sending international shipments. Therefore, we are unable to declare orders as gifts or lower their declared values.

Q: Can you send me my package as an individual and not a company?
A: As previously stated, we greatly appreciate you choosing to purchase from the EXTALIA HOBBIES Premium Shop and would like to help you receive your purchases with ease, but we must follow the rules regarding retail companies sending international shipments. Therefore, we are unable to send packages as an individual.

Q: How do I change my shipping address for an order that has not shipped yet?
A: To change your shipping address, please contact us as soon as possible.

Q: Can I request for shipments to be combined?
A: It is not possible to combine separate shipments at this time.

Q: My order is a gift. Can you make the packaging more discreet, leave out the invoice, or remove price tags?
A: Due to the requirements of international shipping, the value of the item must be included on the outside of the package. We must also include a packing invoice in every shipment. Although this invoice does list product prices in US dollars, it does not contain any sensitive private details, such as billing or payment information. Also, due to our commitment to shipping products in brand new condition, we are unable to change or remove any price tags originally included with an item you have purchased.

Payment

Q: What are your accepted payment methods?
A: We accept Bank Transfer, Credit Cards (via Paypal), Western Union. For more details of the payment methods, please visit this PAGE.

Q: Is my credit card information safe?
A: Yes. All credit card transactions are proccessed via a reliable third-party payment system. Your information is never stored on EXBI's servers.

Q:Can I pay in installments?
A:No, all payments must be paid in full.

Q:When will I be charged for pre-order products?
A:Pre-order products are charged immediately upon checkout.

Q:Do I need to pay any additional import duties, VAT, customs taxes, or local handling fees?
A:Depending on your country’s customs laws, you may be required to pay a tax before obtaining your package. In some areas, such as the United Kingdom and France, the local postal service may charge an extra handling fee for processing packages affected by customs taxes. Customs taxes and any possible handling fees are not included in the Grand Total of your order. EXBI neither requests nor receives this money and is unable to control the amount.

Q: Can I pay via bank transfer?
A: Yes. We can accept payments from any bank that is capable of making a transfer in US dollars and Indonesian Rupiah.

Cancellations

Q: Can I cancel my order?
A: An order containing regular, in-stock products can be canceled if the items have not yet been prepared for shipment. Please note that your refund will not include any promotions or discounts applied to your order.

Q: How can I cancel my order?
A: To request a cancellation, please visit contact us.

Q: Can I change the details of an order I've already placed?
A: Yes, as long as it hasn't been entering the production session.

Products

Q: I want to purchase a product that is out of stock. How can I know when it will be back in stock?
A: Contact Us, choose category 'Request'. Tell us which product you want. We will contact you if the stocks are available in store. We're updating our products in facebook and website, you can check yourself.

Q: There is a product I would like to purchase, but you don't sell it!
A: Please contact us!

Q: Can I return an item or exchange it for a different version?
A: All sales are final, and we are therefore unable to accept returns or offer exchanges. If an item in your order was defective or damaged upon arrival, please contact us as soon as possible.

Pre-Order

Q: What is a pre-order product?
A: Pre-order products are products that can be reserved prior their release by the manufacturer in order to guarantee they will be received once they release. A reservation is placed by completely paying for the pre-order product at the time of checkout. Pre-order products are not shipped until they are released by the manufacturer. Therefore, there will be more time between payment and shipment than for regular products. Please note that pre-order products have “[Pre-order]” in their title.

Q: Can I cancel a pre-order product?
A: We do not accept cancellations for pre-order products.

Q: When are shipments fulfilled for pre-order products?
A: We have 4 sessions on our Pre Order service. Ordering session and Payment Session should be done as scheduled. Orders which has been fully paid only will be sent to next stage, Production Session. After the products are ready, we will ship to you address.

Other

Q: The product I just purchased now says it is out of stock! Should I be worried?
A: Once you have completed an order, the product(s) you have purchased are reserved in your name. Even if the item goes out of stock afterward, it should have no effect on your existing order. If a pre-order item is listed as being out of stock, that means our allotted number of pre-orders have all been purchased. Any orders that have been completed up until this point will proceed normally once the pre-order item has been released.

Q: My product arrived damaged. What should I do?
A: Please contact us within a week of your package's arrival. After contacting us, please be prepared to share photos or a video of the damaged product(s). We are unable to offer assistance with damages or defects in the following scenarios:
  • We are contacted over seven days after your package is officially marked as delivered in the online tracking information.
  • Clear images of the damaged item are not provided to us upon request.
  • After assessing your images, the item is not deemed to be damaged or defective.
Q: What should I do if my package is being returned?
A: Unfortunately, as a general rule, we are unable to reship your package if it is returned to our warehouse. Once your package reaches us, we will process a refund for your shipment. You will be refunded for the amount you paid for the products in your package. The refunded amount will be returned to your original payment account.

Please note that your refund will not include the original shipping charge, nor any promotions or discounts applied to your order. You will be notified by email once your refund has been processed. Depending on your payment method, it may take up to 5-10 business days after your refund is processed for it to be reflected to your payment account.

Q: Does EXBI offer customer support in languages other than English?
A: At this time, we are only able to respond to inquiries in English or Bahasa Indonesia. If you send us an inquiry in another language, we will use machine translation to interpret your message, then reply as best we can in English.

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