ToyEast eBay Customer Service Policy

Q. I found a lost item in my parcel/I got a wrong item in my parcel/Some items arrive broken.
A. If any of the above case happens, then please contact customerservice@toyeast.com and let them know about the situation immediately, within 7 days after the package reaches you. Please be sure to mark the auction ID of the problem item, your eBay user ID and a photo of the wrong and/or broken item. In some cases of RC products, you may need to take a video or picture upon our customer service officer’s request. You may also contact us through the eBay message system.

Q. My parcel hasn’t arrived yet!
A. First please do check if it has been past two weeks since we shipped the parcel to you. If after three weeks upon shipping, the parcel has not arrived, we recommend that you contact info@toyeast.com or contact us through eBay message. Please be sure to include the auction ID, and your eBay user ID.
If indeed the parcel is lost, the Hong Kong Post Office takes about two month’s time to trace the package. In this case please be patient with the process. If indeed the parcel is lost, we will compensate for the lost parcel by partial refund or resending the items in the lost parcel.

Q. What is your feedback policy?
A. We will leave a feedback ONLY if our customers leave one in the first place. At some times we will reply to the feedback as well. If your feedback is positive, then we will also leave a positive feedback; but if you left a negative feedback we may not leave a negative feedback in return unless the customer is not willing to cooperate.
We will leave a neutral or negative feedback if the buyer is being extremely rude, has no intention of buying the item, or breaks any rule in eBay. A neutral feedback is given to buyers who do not pay within 7 days after buying the item, unless the buyer him/herself has a valid reason to delay their payment.

Q. Which countries do you ship to?
A. We ship to all countries which the Hong Kong Post Office can ship to.

Q. I have some other questions which isn’t listed in all the pages you have.
A. Please send your question to our eBay account, or you can alternatively send to info@toyeast.com as well. When sending a question through eBay about a product, please do go to the product’s page and ask from there.