Frequently Asked Questions (FAQ)

Last Updated: [2024.9.10]

1. Order-Related Questions

Q1: How do I check my order status?

  • A1: Log into your account and visit “My Orders,” or use the tracking link in your confirmation email. Guests can use our order tracker by entering the tracking number.

Q2: Can I change the shipping address after placing an order?

  • A2: Address changes are allowed once if the order is still “Processing.” For shipped orders, contact the carrier directly (additional fees may apply).

Q3: Why was my order canceled?

  • A3: Common reasons include:
    • Insufficient stock (oversold pre-orders).
    • Payment verification failure (card declined/info mismatch).
    • Fraud detection (e.g., multiple IP changes during checkout).

2. Payment Questions

Q4: What payment methods do you accept?

  • A4: UnionPay, international credit cards (Visa/Mastercard), PayPal, and cryptocurrency (BTC/ETH).

Q5: What should I do if my payment fails?

  • A5:
    1. Verify card details (number/expiry date/CVV).
    2. Try a different payment method or split the payment.
    3. Contact your bank to confirm if fraud controls blocked the transaction.

Q6: Will I be charged twice?

  • A6: If charged without an order confirmation, provide a payment screenshot. We’ll refund duplicate charges within 24 hours.

3. Shipping & Delivery

Q7: How is shipping calculated?

  • A7: Costs depend on item weight, destination, and carrier. Orders over $70 enjoy free shipping (FedEx, DHL,UPS etc. internationally).

Q8: How long does international delivery take?

  • A8:
    • EMS: 7-15 business days (customs delays possible).
    • DHL: 3-7 business days (recommended for high-value items).
    • Track in real-time via 17Track.

Q9: Are customs duties included?

  • A9:
    • Mainland China: Prices include taxes.
    • International Orders: Recipients may pay duties (e.g., DDU terms for the USA). Duty Guide.

4. Returns & Refunds

Q10: Can I return items for any reason?

  • A10:
    • Standard Items: 30-day returns (unopened).
    • Pre-Order/Limited Editions: Defects-only returns.
    • Adult Figures: Non-returnable if opened.

Q11: How long do refunds take?

  • A11:
    • Alipay/WeChat: 1-3 business days.
    • Credit Cards: 7-10 business days (varies by bank).
    • PayPal: Instant.

Q12: Who pays for return shipping?

  • A12:
    • Defective items: We cover costs (prepaid label provided).
    • Change of mind: Buyer pays (~$2 domestically, $30+ internationally).

5. Product Questions

Q13: How to verify authenticity?

  • A13: Check for:
    • Official holographic anti-counterfeit stickers.
    • Engraved serial numbers on packaging (verifiable online).
    • Digital license certificates (provided post-purchase).

Q14: Will pre-orders be delayed?

  • A14: Production delays may extend timelines by 1-3 months. Cancel anytime if delayed over 90 days.

Q15: What if my figure has defects?

  • A15: Contact us within 48 hours with video proof:
    • Minor flaws (paint smudges): $3-7 store credit.
    • Major damage (broken parts): Free replacement or full refund.

6. Account & Security

Q16: How do I reset my password?

  • A16: Click “Forgot Password” on the login page. A reset link will be sent to your email.

Q17: My account is locked. What now?

  • A17: Locked due to multiple failed logins? Contact support for identity verification.

Q18: Can I merge orders?

  • A18: Unshipped orders under the same account can be merged (save on shipping). Contact us to arrange.

7. Other Questions

Q19: Do you offer multilingual support?

  • A19: chat in English, Chinese, and others(business hours). Email responses within 12 hours.

Q20: How to become a distributor?

  • A20: Submit your business license and order estimates to wholesale@sarzi.com. Partnership Details.

Still Need Help?

  • Email: support@sarzi.com (response <12 hours).
  • Urgent Calls: +86 13267155676 (Mon-Fri 9:00-18:00 GMT+8).

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