Most in-store purchases may be returned/exchanged (unopened and with a receipt) within 30 days. If you’ve lost the receipt and purchased the item(s) under your Nankin Hobby loyalty account, we may be able to lookup the transaction in-store for you. If we are unable to locate your purchase within our system, a store credit may be possible.
The following are exceptions to the above policy:
- Electronics: Must be returned within 7 Days, unopened.
- Castle Creations, DJI & TEKIN products: All sales final -- warranties must be handled with these manufacturer's directly.
- Software/CDs/DVDs: All sales final.
- Boy Scout / Girl Scout: Unworn clothing may be returned within 30 days with the original tags still attached.
- Shipped orders: You must contact us within 7 days of receiving the package to inquire about a return.
For online orders (in-store pickup): Please bring your I.D. (name matching the original order) and a copy of the order confirmation or receipt, and visit the store where the order was originally picked up. For special circumstances, please contact [email protected].
For online orders (shipped): You must contact Customer Service within 7 days of the package's delivery. Contact [email protected] for assistance in returning unopened merchandise. Refunds (minus the cost of return shipping) will be issued once the item arrives back at our location for inspection. Please see policy expections above.
Since our ultimate goal is to ship out customers’ orders as quickly as possible (typically the same day) there is only a small window of time when your order can be canceled.
Call (248) 919-0040 for assistance in cancelling an order. Please do not send us a request through email for your order to be canceled, as it can take anywhere from 24-48 hours before emails are responded to and your order will most likely have shipped by then.
If an order is successfully cancelled, your payment will be refunded to the original payment method. If you paid with a credit card, your credit card will be issued a refund. If you paid through Paypal, your Paypal account will be refunded.
Important: Please keep in mind that if you cancel an order you have paid with a credit card, the funds may have a hold on them for 1-3 days by your bank or credit card issuer. Please understand that these holds are completely out of our control. So, if you place a large order that will be close to your credit card limit and then cancel it, you may not be able to place a new order until those funds have been released by your bank or credit card issuer. We recommend in these instances that you contact your bank or credit card issuer to request they ‘release’ the hold that was placed on those funds so that you can use your card again without delay.
How do I make changes to my order?
The easiest way to make changes to your order is to call us directly at (248) 919-0040 as soon as possible after placing the order.
If you receive an item that is defective, please contact Customer Service immediately. Warranty procedures will be handled on a case-by-case basis and will follow the guidelines of the manufacturer. Most brands that provide warranty support for their products require the purchaser to contact their company directly. Please ask an associate for details on warranty procedures.
For any questions regarding returns, exchanges or warranties, please email [email protected] or contact a store location directly.
We ship all orders Monday-Friday, excluding holidays. Orders placed before 3pm EST will generally ship out the same day (although this is not guaranteed, as some packages may take 24-48hrs to be processed and shipped). Once shipped, you will be emailed the tracking number(s) for your package(s).
Example: An order placed AFTER 3pm EST on a Friday, will ship out the following Monday (unless that Monday is a holiday).
Are delivery dates guaranteed?
Unfortunately, no. Although the majority of the packages we ship out arrive on or before their “estimated” delivery date listed on the carrier's tracking website, occasionally a package may become delayed during weather related events or factors out of our control. While we do provide tracking numbers for all of our domestic U.S. orders, we must also rely on the carriers to scan the packages throughout transit and update the tracking. If you have any concerns regarding the delivery status of your package, please contact us at [email protected] and we’ll do our best to help!
Please note, items of a value of $200 and above may require an adult signature for delivery (age 21+).
Free shipping applies to continental U.S. orders of $50 or more, excluding tax & weighing under 25 lbs. If your order qualifies for free shipping, you'll see the option for that method during the checkout process.
To take advantage of Free Shipping:
- Place over $50.00 of eligible merchandise in your shopping cart.
- Proceed to checkout.
- Select the "Free Shipping" option that appears on the Shipping Method screen.
- Complete the checkout process.
- Enjoy FREE Shipping!
* Please note that when free shipping is selected, we will ship your order using the most cost-effective shipping carrier/method.
In-store pickup orders will generally be ready within 1-3 days after placing the order online. Please leave a valid phone number and email address at checkout so that we can reach you once your order is ready for pick-up.
If you selected "in-store pickup" for your order, you will be asked to show the credit card used to place the order and your state issued driver's license or photo I.D. at the time of pickup.
For special arrangements, please contact us ahead of time by emailing [email protected].
Lost Package Claims
In the rare event that you have not received your order and feel your package may be lost, please email [email protected]. If your package is in fact lost, we will either replace the package, credit your account for the full amount, or offer you a refund for the full amount of the order.
Please allow us 2 business days to contact the shipping carrier regarding your missing package. We will continue to stay in contact with you regarding updates from the carrier. Most carrier investigations usually take 7-10 business days. Please do not open a PayPal claim against the order, as this will further delay the process.
Damaged Package Claims
If you have received your order, and your package was damaged in transit, please contact us within 48 hours of receipt of your package. Customers with damaged packages can file a claim directly with us by emailing [email protected]. Please keep all packaging (box, packing paper, etc.) for verification purposes. We will most likely request photos and/or the damaged product(s) to be shipped back to us for verification.
At this time, our online e-commerce software will only support U.S. and Canadian credit card transactions. However, we DO ship internationally using PayPal! If you are interested in placing an order with us, simply fill out our online “Contact Us” form or email: [email protected] directly with a list of the items you’re looking for and the intended shipping address. We’ll let you know how much the order total will be, including shipping prices. Once confirmed, we’ll send you a PayPal invoice for the order total + shipping (in USD). After payment is received, we’ll ship your order using the agreed upon carrier. (Please read below for customs information.)
Due to United States sanctions, we cannot ship to the following countries: Cuba, Iran, Iraq, North Korea, Syria and Sudan.
Does the shipping I pay you include any customs, duties, or tax fees?
No. Customs, duties, and taxes are not included in your shipping fee paid to us. You will need to pay any customs, duties or tax fees to your local delivery person after your package is processed by customs. Nankin Hobby is unable to determine what your country may charge you for these fees. We suggest that customers contact their local postal carrier or customs department for further information on duties, taxes, or custom fees for their country before making a purchase.
Can you list a lower amount on my invoice?
We cannot list any amount other than the actual amount paid by you on invoices or customs forms, after any discounts; please note that store credit is not a discount, and is taxable. Please do not ask us to list a lower amount, or list your order as a 'gift', as it would be illegal for us to do.
Are International delivery times guaranteed?
Unfortunately, no. Although the majority of the International packages we ship out do arrive in a timely manner, occasionally a package may become delayed during customs processing or weather related events. Please be advised that once a package has left the U.S. border, online tracking may be limited. If you believe your package has been lost, please email [email protected] for assistance.