FAQ

TRZCollectibles – Frequently Asked Questions (FAQ)

Policy Overview & Customer Support Guide

💱 Primary Currency Notice: All transactions on our website are processed in Singapore Dollars (SGD or $) unless otherwise stated.

🛒 Orders & Payments

Q1: Can I cancel or modify my order after it’s placed?
Once an order is submitted, it is considered final and cannot be modified or cancelled, unless otherwise stated in our store policy.

Q2: What happens if I don’t complete payment after placing an order?
If payment is not received within 3 calendar days, your order may be automatically cancelled without prior notice.

📦 Pre-Orders

Q3: Why should I place a pre-order?
Our products are often limited edition or manufactured in small batches. Pre-ordering secures your item before its official release and guarantees allocation.

Q4: Are pre-order deposits refundable?
No. All pre-order deposits are strictly non-refundable and non-transferable, regardless of the reason.

Q5: What are my payment options for pre-orders?
We support the following payment methods:

  • Atome – Buy Now, Pay Later

    • Pay a deposit upfront and split the balance into monthly repayments.

    • Deposit is refundable only within 24 hours of purchase, minus processing fees.

  • Credit Card

    • Accepting Visa, MasterCard, and American Express.

  • PayPal

  • Partial.ly

    • Flexible payment plans over 6 or 12 months, subject to processing fees.

✈️ Shipping & Delivery

Q6: Do you ship internationally?
Yes, we offer worldwide shipping, except to Ukraine.

Q7: Do you offer free shipping?
Yes. Free shipping is available for orders SGD 250 and above within Singapore and Malaysia.

Note: Excludes certain areas in East Malaysia.

Q8: Will I receive tracking information?
Absolutely. Once your order is packed and ready for dispatch, you’ll receive a notification with full tracking details.

Q9: Who is responsible for customs duties and import taxes?
All customs duties, import taxes, and related fees are the sole responsibility of the buyer.

🔁 Returns & Refunds

Q10: What is your warranty period?
Warranty begins from the dispatch date and varies by shipping method:

  • Express Delivery (DHL, UPS, etc.): 7 days

  • Sea Freight (for shipments over 30kg):

    • Singapore/Malaysia: 20 days

    • Other countries: 40 days

Q11: How do I report a damaged or defective item?
Contact us within the warranty period, including clear photos/videos of the issue. Our support team will respond within 3 working days.

Q12: How are refunds processed?

  • Refunds are only considered for genuine defects or damage after our team’s review.

  • Approved refunds are issued as store credit only, after return and inspection.

  • If a replacement is unavailable, return shipping is at the buyer’s expense.

Q13: Can I get a full refund on a pre-order?
Yes, but only under the following circumstances:

  • The manufacturer cancels the product, or

  • We are unable to fulfill your pre-order.

In both cases, a full store credit refund will be issued.

Q14: Do you accept returns due to high import taxes?
Generally, no. In rare cases, we may allow a return with a 50% penalty, and all return shipping and import fees are borne by the buyer.

💰 Loyalty Program

Q15: How does your loyalty program work?
Earn reward points with every purchase and successful referral.
Check your point balance by clicking the Smile icon on our site and logging into your account.

🔐 Privacy & Data

Q16: How is my personal data used?
Your data is used to:

  • Process and fulfill orders

  • Improve our services

  • Send promotional updates (if you’ve opted in)

Refer to our Privacy Policy for complete details.

Q17: Can I opt out of data sharing or targeted advertising?
Yes. We respect Global Privacy Control (GPC) signals and comply fully with all relevant privacy regulations.

📬 Still Have Questions?

We're here to help!

📧 Email: trzcollectibles@gmail.com
📍 Address:
60 Paya Lebar Road, #12-05
Paya Lebar Square,
Singapore 409051

General

What Are Pre-Orders?

Pre-orders are advanced orders for the products that will be released at a specific date and time.

Toysremz Collectibles will list the estimated shipping date of all pre-orders on the product page.

What Is The Store Currency?

Our store currency is in SGD.

Do I need to register to buy products?

No, registration is not required to buy products from our store.

How can I create an account?

Just simply click Create an Account at the top right corner of the page.

Which countries does Toyzremz Collectibles ship to?

We ship worldwide. To make sure If we ship to your country, please try our website's check out system to see the shipping fees before purchasing the statue. If the price shows up, that means we can ship to your address.

How can I check the shipping costs to my country?

You are always welcome to try our website's check out system to see the shipping fees before purchasing the statue. Simply follow the steps below:

1. Add the product to your cart,

2. Proceed to the checkout,

3. Type or select the shipping address,

4. The shipping costs will appear on your screen

Toysremz Collectibles Promo Codes

All promotions and offers by Toysremz Collectibles are subjected to a set of terms and conditions, which we reserve the right to change without prior notice, in the best interest of the company.

Promo codes are valid only on the Toysremz Collectibles website and mobile application and are only valid for the stated time frame.

Toysremz Collectibles reserve the right to revoke the usage of promo codes in circumstances deemed as abuse:

  • Suspicious or fraudulent promo code use
  • Code abuse, including promo codes redeemed using multiple accounts or checkouts associated with the same customer or group of customers.
  • Promo codes used in bad faith
  • Additional terms and conditions may be specified in relation to specific promo codes (i.e., duration, discount amount, products covered), and will govern the use and redemption of those vouchers in addition to the terms.
  • Usage of promo codes by resellers will not be tolerated, and Mighty Jaxx reserves the right to cancel any orders that are deemed to display such behavior.


HOW DO I USE MY PROMO CODE?
Simple! Just apply the code during checkout before you proceed to payment! ( manual code )

I CAN'T SEEM TO USE MY PROMO CODE!
Minimum spending: Some promo codes are only applicable with minimum spending. Please ensure that your order meets the requirement!

Validity period: The Terms and Conditions will be made known to you upon you receiving the promo code. Please ensure that you use the promo code within the stated time.

One-time usage: Our promo codes are generated for one-time usage, unless stated otherwise. Hence, if you have already used it once, you will not be able to use it again.

Promo code tied to specific account: Some of the promo code you received may be tied to your account. Please ensure you sign in using the specific account to be able to use it.

For further enquiries on promo codes, you may contact our Customer Support here.

Orders and Payment

When Will My Order Arrive?

PRE-ORDERS
Each pre-order will have their own estimated shipping date.

Once your item is ready to ship, you’ll receive a confirmation email. International shipping typically takes an estimated 3-5 business days. However, please note that some locations, such as DPD shipments to the EU and Pakistan, may take over 7 business days. Shipping times vary depending on the destination and may be impacted by holidays or peak periods.

The timeline stated on the individual product pages do not include any potential customs clearance delay or hold-up due to unforeseen circumstances.

IN-STOCK ITEMS
The processing time for in-stock items is generally 3-5 business days. Once the shipping process is finalized, you will receive a confirmation email. Shipping will take an estimated 7- 14 business days, internationally. Please keep in mind that this may vary due to holidays and/or peak periods.

What Is Causing The Delay?

SHIPPING
We get overwhelmed with orders, especially during the festive season! The usual processing duration may be subjected to changes due to the larger-than-usual volume of orders. But rest assured that we are committed to getting your orders shipped out to you!

CUSTOMS
Where applicable, import and customs duties may be levied when your item crosses the border and is inspected by the customs officer. A small administrative fee may also be raised by the courier to cover the additional cost of processing this charge. Such customs duty and import charges are imposed by your customs authorities and are outside of Toysremz Collectibles’s control. It is the responsibility of the customer placing the order to pay any local import taxes and duties. You are encouraged to pay any import taxes and duties on time, so that we can continue with the delivery of your order to you.