FAQ - SylvanianFamilies.hk

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FAQ (Frequently Asked Questions)

Please take a look at some of our frequently asked questions and answers. If you do not see your question listed, please do not hesitate to email us with your question at info@sylvanianfamilies.hk


Are all items on your site in new condition?
All items are direct from each manufacturer and have never been used as display samples.

Do you buy used collectibles from collectors?
Not at this time, as all items are brand new and direct from each manufacturer.

Are all items in stock?
Normally, all items on the Sylvanian Families HK site have stock, so that  can be order anytime. We will E mail you if out of stock and will let you know the re-order         time.  

When will my order ship?
For Local (Hong Kong) Shipping, We will delivery on every Friday.  For International Shipping, we will ship your order by the payment confirm of next day 6:00 p.m. (CST) the following business day.

What do you charge for shipping?
For International Shipping, we charge very competitive shipping rates based on Hong Kong Post current rates, and shipping charges are based on dollar amount per order.

Please NOTE: We have no knowledge of other countries' Custom Departments. Please check with your country's Customs Office to see if you will be responsible for additional import fees into your country from the Hong Kong.

Does Sylvanian Families Market offer any type of customer guarantee?
Yes, Sylvanian Families Market guarantees your satisfaction with all of your purchases.

What is the currency of the products?
All the products list on net are in US Dollars, please feel free to contact us if any questions.

How to set the payment?

Normally, PayPal is the priority method payment. It's directly from our website. But if you have problem to payment, you can send us message by email and will be turn the following:

Here are 2 other methods of payment.
1) Paypal (by sending invoice)
After we receive your order, we will send you the paypal invoice, then please settle the bill within 3 days.
2) Bank Transaction
After we receive your order, we can provide a bank account for deposit. After deposit, please remember send us E-mail of the copy of receipt.
After confirm your payment, then we will go to ship you orders.

Do you ship orders outside of the Hong Kong?
Yes, we currently ship to countries outside the Hong Kong, and orders can be placed online.  Please refer to our "International Orders Shipping" section on "Shipping" page for a listing of countries that we currently ship to.  If you have additional questions regarding international ordering, please email us at info@sylvanianfamilies.hk


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