Frequently Asked Questions (FAQ)
Question 1: What is Ember Toys?
Ember Toys is a limited company established under the laws of the Hong Kong Special Administrative Region. We primarily engage in the design, development, and production of licensed IP toys.
Question 2: Are all your products officially licensed?
Yes, ALL our products are officially licensed by the respective IP rights holders.
Question 3: How can I purchase your products?
You can pre-order our products through our online store system. Alternatively, you may place pre-orders via authorized distributors or toy stores in your region.
Partial list of distributors (continuously updated):
- Hong Kong SAR: Hobby Square
- Mainland China: EmberToys Taobao Store
- Taiwan region, Japan, South Korea, Europe & Americas: Good Smile Company
- Thailand: J.P. TOYS
- Indonesia: Victoy Toys
- Malaysia: Create5 Collectibles
- Singapore: Action City
Question 4: Is full payment required for pre-orders on the online store? How are currencies calculated?
Our online store operates on a full prepayment system, including estimated shipping fees based on the product's shipping destination.
The final currency will be settled based on the product's shipping destination as well. (Hong Kong = HKD; Japan = JPY; Other regions = USD)
Note: Product prices do not include customs duties, taxes, or other import-related fees.
Question 5: What payment methods are accepted on the online store?
Our online store accepts most credit cards via Shopify Payment. PayPal is also available.
Question 6: Can I change the delivery address after placing a pre-order?
To change your delivery address, please contact us at info@embertoys.com with your order number. Additional fees may apply if the new address is in a different region.
Question 7: Why can’t I complete payment after entering my delivery address?
Licensing terms vary by IP. Some products may have regional restrictions preventing delivery to certain addresses.
Check individual product descriptions for details.
Question 8: Can I request a refund/return?
No refunds, returns, or exchanges are permitted after order confirmation.
If an order is returned due to incorrect address/unpaid taxes/missing recipient ID/customs clearance issues, we may reship the product upon receiving it back, but additional shipping fees will apply.
Question 9: My received product is defective. Is after-sales service available?
For online store purchases, after-sales service can be requested within 30 days of receipt (14 days for products released over 180 days ago).
For distributor purchases, please contact the respective distributor first.
All after-sales requests require a valid receipt.