After-Sales Support & FAQ

Frequently Asked Questions - After-Sales Support

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Please contact our customer service representative for any after-sales arrangements and wait for their confirmation to avoid any potential issues. Products returned or brought back to our headquarters without confirmation from our customer service representative will not be processed. Thank you for your understanding.

Please note that products marked as "non-returnable/non-exchangeable" are not eligible for refunds or after-sales services.

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Returns & Exchanges

What is your return policy on standard items?

We accept returns within 14 days of delivery for unopened items in original packaging. Diecast models must be in mint, resalable condition. Please contact us before initiating a return.

How do I return an item?

Contact our customer service team with your order number and reason for return. We'll provide you with return instructions and a return authorization number. Items must be shipped back securely with tracking.

When will I receive my refund?

Refunds are processed within 7-10 business days after we receive and inspect the returned item. The refund will be issued to your original payment method.

Can I exchange an item?

Yes! If you'd like to exchange for a different model or variant, please contact us. We'll arrange the exchange subject to availability.

What is the product return and exchange request deadline and frequency?

The deadline for all product return or exchange requests is 7 days from the date of receipt. If you want to apply for a return or exchange, please submit your request to customer service within 5 days of receipt. After submitting the application, please complete the return or exchange arrangement within 10 days. Each product can only be exchanged once.

What is the requirements for product returns and exchanges?

Products eligible for returns and exchanges must be purchased from BroXCars.com. All products for return or exchange must be brand new, unopened, and in a condition suitable for resale. The products must include the original packaging, manuals, and all accessories. Returns or exchanges for opened products will not be accepted.

What type of products are not eligible for returns or exchanges?

Parallel imported products, including Japanese versions, do not have distributors providing return or exchange services. No returns or exchanges are available for clearance items, products labeled as "clearance special price," open-box items, products marked as "imperfect," and products specified as non-returnable or non-exchangeable.

What is the return and exchange policy for quality control (QC) issues?

For products with quality control (QC) issues, the possibility of return or exchange depends on whether the product's distributor provides QC-related services. 

If the distributor offers QC-related return or exchange services, customers can follow the distributor designated procedures for exchanging products. As each distributor has different practices, specific procedures cannot be detailed here. For information on the exchange procedures for a different brand, please inquire with our customer service representatives. 

If the distributor does not provide QC-related return or exchange services, we can only guarantee that the product is brand new and unopened (All specified model of random products are brand new items with opened packaging). We cannot process or accept return or exchange requests for products with QC issues. Brands without QC-related return or exchange services include but are not limited to: Be@rbrick, Popmart, all Japanese version products, and others.

Refund & Cancellation

What is the refund arrangement?

All refund methods default to refunding to the payment method used, with bank transfers or FPS payments refunded to your destinagated account.

For customer-initiated or generated refunds, a handling fee of USD 1.00 will be charged for credit card and e-wallet refunds, which will be deducted from the refund amount.
The reference time for refunds is generally 5-7 business days for credit card/bank transfers and e-wallets.

What is the cost on cancellation of unshipped orders/products?

If the cancellation request is made within 24 hours of placing the order, a refund handling fee of USD 1.00 will be charged.
If the cancellation request is made after 24 hours of placing the order, 35% of the product amount and USD 1.00 will be deducted as a refund handling fee.
Due to a delay in updating the system by the courier upon receiving the package, orders marked as "Order packed, waiting for courier pick up" will be considered as shipped.
If the product is a pre-order item, the cancellation will be processed according to the cancellation policy for pre-order products.

What is the cost on cancellation of shipped/picked up orders/products?

If your order/product meets the requirements and time frame for return or cancellation, you can request cancellation by contacting customer service. Follow their instructions to return the product or pay for the return shipping to Hong Kong Office. Once we receive the returned product, we will proceed with the cancellation and refund.
The actual shipping fee, 35% of the product amount, and USD 1.00 will be deducted as a refund handling fee.

What is the refund policy for canceled pre-order product?

Since all new product pre-orders are placed and delivered to the brand or agent based on customer demand, they cannot be modified or canceled. If a customer wishes to cancel a pre-order, 35% of the product price will be considered as non-refundable deposit. Additionally, each refund will incur an USD 1.00 refund handling fee.
The expected release dates may vary due to delays from manufacturers and supply chains. If a pre-ordered product is not shipped within 12 months after the expected release date, customers can apply for a full refund.

How to handle duplicated orders of limited purchase products?

The products set as limited purchase on the website are the maximum quantity that each customer can buy. If a customer repeatedly places orders or purchases limited purchase products with different accounts, we will cancel the duplicate orders and a fee of USD 1.00 will be deducted from the refund. Our company reserves the right to determine the final decision on defining duplicate purchases.

Warranty & Damaged Items

What if my item arrives damaged?

PLEASE -- If you think something may be wrong with your package:

Please contact us as soon as possible with a clear picture showing both the damage and the shipping label. Our shop will contact the courier to file for compensation. Please do not throw away the shipping label until the problem is solved.

Do you offer warranty on diecast models?

All our premium collectibles are inspected before shipping. Manufacturing defects are covered - contact us with photos and we'll work with you to resolve the issue through replacement or refund.

What if parts are missing from my model?

Please contact us within 1 week from the delivery date and include:

a detailed explanation of the problem,

a clear, close-up photo of the defective part

a clear photo of the defective part together with the shipping label.

keep the item outer box, in case an exchange is necessary

It is important that you keep the shipping box and shipping documents, as proof that you purchased the item from our store, which we will request confirmation of before we can offer to assist.

We will get back to you as soon as possible with a solution. Please understand that it may take us a few days to respond to your claim, as we will need to consult with management.

**Please note that

We cannot provide resolution to any claims if the photo received does not include the shipping label.

As we need to ensure that refunds are not abused, damaged products can only be exchanged.

We are unable to accept responsibility for damage limited to a product's outer packaging.

Any refunds or exchanges available if package was opened by customs?

Customs of each country may require that packages be opened during customs inspections. Unfortunately, there is nothing our store can do to prevent this and we cannot be held responsible for the actions of customs officials. Please be advised that we cannot provide compensation or exchanges for any items lost, seized, or damaged during customs inspections.

How to refund on any insufficient or shortage of pre-order products?

The final quantity of pre-order products is determined by the brand supplier or agent. There is a possibility that the product may have insufficient or shortage of quantity. In such cases, we will allocate the actual arrival quantity to the ordered orders. If the customer cannot be allocated due to this reason, the order will be fully refunded.

The allocation of products is mainly based on the order of orders and the criteria of one item per customer. If there are any exceptional circumstances, there may be special arrangements, and the company reserves the right to make the final decision on the quantity allocation.

Any refund for the damages of product packaging and cardboard boxes?

Product packaging and cardboard boxes are intended to protect the product and are not considered part of the product itself. The product packaging generally refers to the colored packaging of the product, which also serves as an indicator of whether the box has been opened. We understand that our customers value product packaging, so if the product packaging is damaged or has been opened, we will indicate this in the product description. If a customer receives a product with damaged packaging, we will make appropriate arrangements for a return or exchange based on the actual situation. As each customer may have different requirements for packaging, we reserve the final decision-making authority regarding the definition of damaged packaging. Cardboard boxes refer to the outer cardboard boxes that some products are shipped in, which are intended for shipping purposes. We do not accept returns or exchanges due to damage to the outer cardboard box.

Shipping & Tracking

My tracking hasn't updated - what should I do?

Tracking can take 24-48 hours to update initially. If there's no movement after 5 business days, contact us with your order number and we'll investigate with the carrier.

What if my package is lost?

If tracking shows your package as lost or hasn't arrived within the expected timeframe, contact us. We'll file a claim with the carrier and arrange a replacement or refund.

Can I change my shipping address after ordering?

Contact us immediately if you need to update your address. If the order hasn't shipped yet, we can modify it. Once shipped, we'll work with the carrier to redirect if possible.

How to handle the shipping fees generated by product returns and exchanges?

The shipping fee for each return or exchange case varies and will be determined by our customer service staff based on the actual situation. Generally speaking, if the return or exchange is requested by the customer, the customer will be responsible for the shipping fee. If the return or exchange is due to our store's error, we will pay for the shipping fee.
If a product has a quality control (QC) issue, it is the responsibility of the manufacturer, and it is beyond our control. We will handle the QC issue according to the manufacturer's or agent's specified method. As each manufacturer or agent has different policies, please contact customer service for information on returns or exchanges. If a product with a QC issue needs to be returned, exchanged, or have parts replaced, it must be done at Hong Kong Office. Any shipping costs will be the responsibility of the customer.

If the customer needs to pay for the shipping fee, the fee will be the actual shipping fee paid by Broxcars,com to the transportation company. Since the shipping fee charged on the order is calculated in advance, there may be differences in the actual shipping fee due to factors such as the size of the final package or fuel surcharges.

What is about delayed shipments and storage fees?

For orders that are unable to be shipped out due to customer reasons (such as incomplete address, wrong contact information), there will be a one-month retention period. If the customer fails to provide updated information or pick up the order within the deadline, the order will be automatically canceled, and the product and payment will not be refunded.

If there are special circumstances that require the product to be stored for a longer period, customers can apply to retrieve the product. However, the decision to accept the application is at the discretion of the company. If the application is accepted, a storage fee of 5% of the product price per month will be charged.

Product Questions

How do I care for my diecast models?

Keep models in their original packaging or display cases away from direct sunlight and humidity. Dust gently with a soft, dry cloth. Avoid handling painted surfaces directly.

Are your models authentic?

Yes! We source all our Tomica and premium diecast models from authorized distributors and official channels. Every model is guaranteed authentic.

Do you restock sold-out items?

We try to restock popular models when available from manufacturers. Sign up for restock notifications on product pages or contact us about specific models you're looking for.

Why the image on your website is different from the item I received ?

Because we often list our merchandise before the final products are released, most photos shown on our website are of prototypes or samples provided by the manufacturer. There may be some inconsistencies between the prototypes and the ones actually marketed for mass-production. Additionally, some products have sections that need hand painting at the factory, which may also cause individual differences. These are not considered manufacturer's defects.

Occasionally you may notice small imperfections in paint or parts on your item. These are naturally occurring inconsistencies caused by the mass-production process and are not considered defects.

Contact & Support

How can I contact customer service?

You can reach us via:

Email: sales@broxcars.com
WhatsApp: +852 9888 4928
Contact form on our website

We typically respond within 24 hours during business days.

What are your business hours?

Our customer service team is available Monday-Friday, 9:00 AM - 6:00 PM HKT. Orders are processed daily, and we ship Monday-Saturday.

Do you offer customer support in multiple languages?

We provide support in English and Chinese to serve our collector community across different regions.

Payment & Orders

Can I cancel my order?

Contact us immediately if you need to cancel. If the order hasn't been processed or shipped, we can cancel it for a full refund. Once shipped, standard return policies apply.

I was charged incorrectly - what should I do?

Contact us with your order number and details of the discrepancy. We'll review your order and issue corrections or refunds as needed.

How to handle the fees generated by bank transfers?

Handling fees incurred from bank transfers are not the responsibility of our company. If customers choose to pay by bank transfer, please select a transfer method that does not charge any fees.