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FAQ

Frequently Asked Questions

 

General Information

Do you sell second-hand products?

Before Ordering

1. Do I need to signup in order to purchase?
2. Is there any problem if I order without signup?
3. Where do you ship to?
4. How do I order from this website?
5. What does "Pre-Order" mean?
6. What does "Out of stock" mean?

Making Order

1. How do you ship?
2. Which shipping method is the best?
3. How much is my shipping?
4. What kind of payment method do you accept?
5. Why the transaction cannot complete  when I tried to check out?
6. What can I do if PayPal reject my order?
7. How do I use a discount coupon code?
8. If I have some special instruction, what can I do?
9. If I have different address other than the billing address, can you ship to the address I want?
10. What things I need to confirm before checkout?

After Check Out

1. How do I track my order?
2. How do I find my order ID number?
3. What does my order status mean?
4. Why there is no one handle my order as I have made an order for a period of time?

After Sales Service

1. What if I am not at home when delivery?
2. Is there any import taxes or duties?
3. What if the customs seized the items?
4. Do you have any warranties?
5. What should I do if the package is damaged when I received?
6. What can I do if I receive defective or damaged items in my order?
7. Do I need to pay for the shipping cost for returning damaged or defective item?
8. Is there any guarantee provided if the delivery company loses my parcel?

 

General Information


Customer satisfaction is our top priority. As one of the Internet's most successful airsoft retailers and distributors, every transaction must result in a pleasant, convenient and successful shopping experience.

Do you sell second-hand products?

We DO NOT sell second-hand products, all products we supplier are brand new item and it is our company’s aim and objective. We check and confirm the item work properly before sending it out.

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Before Ordering

Do I need to signup in order to purchase?

You can make order without being our member, but we STRONGLY SUGGEST YOU TO SIGNUP WHEN PURCHASE, it is because you can track the status of your current orders, review your previous orders and take advantage of our other member's benefits.

Is there any problem if I order without signup?

The address may be garbled If you are living in the countries such as France, Norway, Sweden, Spain, etc. For the customer who is living in Russia or Korea, their countries will be automatically reconized as United States. Please input your address with "Western European" Language, if you still get the garbled address, please leave the correct consignee name and address at the comment box when checkout, or inform us by email right after you have made an order.

The system will draw out the information from your PayPal account and overwrite the shipping address you have input in our web if you order without signup. You are not able to change it in the order so we think it is better to order with signup.

You are not able to login and check the order status if you order without signup.

Where do you ship to?

Asia
*Indonesia, Japan, *South Korea, *Malaysia, *Philippines, *Singapore, Taiwan,

Europe
Austria, Belgium, Czech Republic, Denmark, Estonia (Republic of), Finland, France,Germany, Greece, Hungary, Iceland, Ireland, Israel, Italy, Latvia, Lithuania, Netherlands, New Caledonia, Norway, Poland, Portugal, Reunion, Romania, Russian Federation (Russia), Slovak Republic (Slovakia), Slovenia (Republic of), Spain, Sweden, Switzerland, *Turkey, Ukraine, *United Kingdom

North America
*Canada, *United States of America

Others
South Africa (Republic of), *New Zealand, Chile, United Arab Emirates

*not all kinds of product can be shipped to, for further details, please check with your countries’ terms or send us eMail for enquiry.

How do I order from this website?

1. Browse the website or find the items with our search engine.
2. In the product list or product webpage, click on the “add this to my cart” button to purchase.

What does “Pre-Order” mean?

Pre-Order means you are reserving an item before the release, usually there will be an ETA (estimated time of arrival) for it; remember that this is an estimate, it may take more or less time for us to receive the item from our supplier.

What does “Out of stock” mean?

notificationOut of stock means the item is temporarily unavailable. Obviously you can eMail us to check the status of the item. However, the best option is to have the website notify you. Click the GREEN TICK on the right hand side to enable notification for the selected item. The website will send you an eMail when the item comes back in stock.

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Making Order


How do you ship?

For different countries, we use the most efficient and reliable companies to ensure you get your order. In the order check out procedure, there are four options:
- World Wide Express 3-7 days, we use FedEx, UPS, EMS(Speedpost), TNT
- HK Post Airmail (CP) 2-4 weeks
- HK Post Airmail (RA) 2-4 weeks (Below 2kg)
- HK Post Surface 2 months

Estimated Deliveries Times:

normal delivery
specialorder

Which shipping method is the best?

Different shipping methods are fits for different countries and different kinds of product you have purchased. In most cases,
we strongly suggest you to use World Wide express rather than Airmail. Although it is more expensive, you can get the parcel really fast and you can easily check the delivery status. For any not received case in HK post airmail, yes they provide an inquiry system but the investigation period is extremely long, mostly 2-8 weeks, or even longer.

If you are buying some small parts from us and the order do not include any high value item, you may selected Airmail for lower shipping cost. Beware of the compensation of different delivery companies, for more information, please click here.

How much is my shipping?

Our online shopping system will calculate the total shipping cost for you. The shipping cost depends on what your are ordering, the weight and dimensions of your parcel. The heavier and larger your order is, the more it will cost to ship. However, there are economies of scale and shipping cost per kilograms decreases as the package gets heavier. As such the per gun shipping cost is more expensive for one gun than if you ordered two guns. It’s always more cost effective to ship more in one package than to ship separately.

What kind of payment method do you accept?

We accept
PayPal transfer and Bank wire transfer (accept only for transaction over USD1000.00). If you do not have a PayPal account, you can select “Cash on Delivery” option and checkout, we will send you link for our PayPal account and you can send the payment with your credit card.

Why the transaction cannot complete when I tried to check out?

The PayPal system automatically verifies with the information you submit to our online shopping system and the unsuccessful transaction can be caused by followings reason:
- The address you submit to our web is not the same as shown in PayPal.
- For UK users, some address are not recognized by PayPal system.
- The information is not match.
- Other undefined situation.

What can I do if PayPal reject my order?

Please confirm the address is correct first (Both billing address and shipping address) and check out with the "Cash on delivery" option, and then finish the payment to our PayPal account " paypal@airsoftglobal.com " or this PayPal account Link:

https://www.paypal.com/cgi-bin/webscr?cmd=_xclick&business=paypal%40airsoftglobal.com

please remember to remark us the order number and transaction ID as well. We will confirm you back as long as the payment cleared, we will also arrange the shipment and send you the tracking as soon as possible.

How do I use a discount coupon code?

You can only use the discount coupon via our online shopping system, you should input the coupon code in the “Redemption Code” box. You may not apply a coupon code to your order after you have completed the check out.

If I have some special instruction, what can I do?

You can leave the message or instruction in the comment box when making order. If you are a collector and want to keep the whole packaging, please remark in the comment box. If you know the way better to do with your local customs, please remark it and let us know.

If I have different address other than the billing address, can you ship to the address I want?

We have a billing address and shipping address, you can input the shipping address if you want to send the order to other destination, and we provide maximum ten shipping address for our customers. You can edit it while you have login, the location is MY ACCOUNT > view and change entries in my address book.

What things I need to confirm before checkout?

The Name of Consignee, the billing address and shipping address, the shipping method selected, telephone number if available and the selected items in your shopping cart. Once you checkout and finished the payment, we will process the order as soon as possible according to the information you have provided. There is the risk that you may not able to get the parcel if you have provide wrong information, and we are not responsible for the misleading or mistakes made by customers. So please double-confirm the information before you proceed the check out.

 

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After Check Out


How do I track my order?

As long as we have dispatched your order, we will send you a tracking number by eMail. You can track the parcel according to the delivery company (Post Office, FedEx, UPS, etc.) for the delivery status.

How do I find my order ID number?

You must log in our online store to check the order ID. If you are using the PayPal express and not able to log in, please send eMail to sales@airsoftglobal.com for technical support.

What does my order status mean?

Pending                 – If you are using PayPal express or “Cash on delivery” option to checkout, this will be the first step of processing your order. Otherwise, it will be shown as “Processing”.

Processing           – The PayPal will transfer the details of transaction record to us and posted in the comment box.

Processing ( updated ) – That means an invoice has been printed for your order, the items in your order are being pulled from our inventory and packaged for shipping.

Shipped                 – The order has been packed and dispatched, we post the tracking number in the comment box.

Order Cancelled  – As customer request, the order is cancelled which means this transaction is closed.

Why there is no one handle my order as I have made an order for a period of time?

This situation happens only if we have not received your payment, mostly for those customers who using “Cash on delivery” option and not yet send the payment to our PayPal account. So please send the payment once you have made an order.

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After Sales Service


What if I am not at home when delivery?

You are responsible for providing correct address and responsible for receiving the parcel.

For the express mail, the delivery companies will make a record for the first visit and inform us about the unsuccessful delivery, in most cases it is because you have not provided us your phone number and they are not able to contact you for delivery. Usually they will have another visit later, but you will have to contact them by yourself if you are not able to received the parcel in the second visit.

For the airmail, the post office will have only one visit for delivery. If you are not at home and not received the parcel, they will leave a card at your front door. You should go to your local post office to get your parcel with the card.

The delivery companies will return the not received parcel to us 2 weeks later, while the post office will return the not received parcel to us 1 month later. We will charge you a resending fee or 25% restocking fee for the return parcel, together with the return shipping cost. We have the right to decide whether we received the parcel or we refuse to receive and let the delivery parties to destroy the parcel.

Is there any import taxes or duties?

Some countries will tax imported goods and this may apply to you. However, even this is not consistent for every state or region within each country, and the shipping company will also make a difference as to whether tax is charged or not. Taxation and import duties also might not be applied if customs does not inspect your package.

However, please understand that in some cases, your country may elect to charge a tax on items you order from us. We have no control of this. If your government requests that you pay tax on your purchase, you must pay it to receive the product. We are not responsible for paying your taxes. If an order is returned to us due to your refusal to pay import tax, we will charge a 25% restocking fee if the order is returned to us as a result. The shipping fee will also NOT be refunded. Kindly ensure you understand this policy before purchasing from us.

What if the customs seized the items?

If your parcel is inspected by the customs, please wait until clearance. If the customs seized the items, we are not responsible for refund or replacement; customer has to bear the risk.

Do you have any warranties?

We do not have any warranties, but we check all the ordered items and make sure they work properly. We make sure the parcel is in safe and secure packaged. So we suggest that you should send an enquiry for any uncertainty of our product before making order, and make sure you order what you want.

What should I do if the package is damaged when I received?

First, we suggest you to keep the parcel with all original packaging, and take photos for reference.
Second, we suggest you should follow the bottom instruction for different shipping method.

For express mail (e.g. UPS, FedEx, TNT, EMS, etc)
You should open and check the parcel in the presence of the courier. If there is any missing or damaged items in your order, please report to the delivery company and inform us as soon as possible.

For Airmail / Ground Mail
Please report to the local post office and seek advice from them.

What can I do if I receive defective or damaged items in my order?

If you receive a damaged or defective item, please eMail our support team technicalsupport@airsoftglobal.com, together providing the order number and report the defect within
3 days of delivery in order to obtain an authorization for return. You are not able to get an authorization after the 3 days allowance. Any unauthorized returns may be refused or disregarded so please do not return items to us without our prior consent. A 20% handling fee of the item price would be charged for ANY returned item. The return damaged or defective item MUST be in secure packaged. If we find the defect described in your message, we will decide upon appropriate action, including but not limited to the following:

- Repair the items and send them back to you
- Ship a new set of items to you as a replacement
- Refund to you (according to the value of the defective item deduct the 20% handling fee)

However, we DO NOT offer any replacement or refund if the damage is caused by one or more of the following:
- Inappropriate use of the item
- Disassembly and / or modification of the item

Do I need to pay for the shipping cost for returning damaged or defective item?

The shipping costs include the return from users to our support team, and the resend for replace or repair item. We pay for the return shipping costs ONLY IF the return is a result of an error made by Airsoft Global. We are not responsible for the shipping costs if the damaged is made by users, package forwarder or any other parties involve in shipping. Airsoft Global Ltd. Reserves the final right to determine the proper course of action in all circumstances.

The compensation for the shipping cost will be provided in form of our online store credit to be used in future orders and will ONLY be offered if the package is returned by Airmail.

No compensation on shipping cost for the methods of shipment such as registered Airmail, Courier Services, Express Mail etc.

If the package was returned by a shipment method other than regular Airmail, Airsoft Global reserves the right to decide on the amount of shipping refund provided based on the cost of a regular Airmail shipment

It generally takes 2-3 weeks to process a return. We recommend you to send your return via a reliable carrier and we are not responsible for lost returns.

Is there any guarantee provided if the delivery company loses my parcel?

For Express Mail
If the delivery company confirms the responsibility and make compensation, we will compensate according to the packing list / invoice type you have chosen, i.e. if you have chosen 50% invoice type, we will compensate you 50% of the total amount if the amount is lower than the upper limit. Please note that the upper limit is USD100. We will send the payment to you once the delivery company transfer the compensation to us.

For Airmail / Ground Mail
In the event of loss of the parcel item, compensation from Hong Kong Post Office is made in according to the weight of the item. Please note that the final compensation amount to be determined by Hong Kong Post Office. The HK Post Office also has upper limit for different type of shipping method.

Upper Limit
RA - USD40.00


For further information or wholesales inquiries, please contact sales@airsoftglobal.com

 

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Airsoft Global Ltd. Reserves the right of final arbitration, the right to revised this FAQs, Terms and Condition without notification.
[Updated on 2011/10/13]



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