cyber-hobby.com FAQ

FAQ

Q: How to become an Exclusive Club member at cyber-hobby.com?

First round of invitation criteria:
1. An existing member of cyber-hobby.com for at least 2 years.
2. Have submitted a preorder form at the cyber-hobby booth in DX, and / or
have made online purchases via cyber-hobby.com in 2006, which consisted of at least 4 of the large weapon pieces. (i.e. item 70493, 70489, 70525, 70514, etc.)
3. Clear track record at cyber-hobby.com. (i.e. no ongoing reject orders or pending orders due to credit card / delivery difficulties, etc.)
4. Cyber-hobby.com reserves the rights to accept, invite, reject and discontinue cyber-hobby members to the Exclusive Club based on the track records at cyber-hobby.com.
5. Cyber-hobby reviews members in the Exclusive Club regularly based on track records.

- The first round of invitations were sent out by email on Aug 22 2006. In case of non-delivery, these invitations will re-deliver by email on Aug 26 2006.

- Those who still not receive the invitations email after Aug 26 2006, but believe to meet the above requirements may email to shop@universal-models.com with full name, address, and registered email for review.

Q: What does "one production limited edition" mean?

A: Over the years we have received many requests from hobby fans about releasing special editions of hobby goods. These unique and rare products only support a limited production capacity, and therefore ch.c exclusives usually only have one production run. In other words, the quantity is limited and they can only be purchased through ch.c.

Q: I live in the USA and would like to order Dragon Armor and Warbirds cyber-hobby exclusives. How should I place an order?

A: Starting in 2006, if you live in the USA, then you should purchase Dragon Armor and Warbirds ch.c exclusives from www.dragonusaonline.com .

Q: What about Action Figures? Which website should I place my orders on?

A: There's no change with Action Figures ch.c exclusives, so you should still place orders on www.cyber-hobby.com worldwide.

Q: I live in the USA, but I just placed an order for Dragon Armor exclusives via cyber-hobby.com instead of DragonUSAonline.com. What should I do? Should I place an order again on DragonUSAonline.com, and how do I cancel my order from cyber-hobby.com?

A: No problem. Cyber-hobby.com and DragonUSAonline.com will gladly take care of this for you. Cyber-hobby.com will pass your order to DragonUSAonline.com, and then DragonUSAonline.com will contact you to verify the order again before proceeding.

Q: What is the difference between ordering from cyber-hobby.com and DragonUSAonline.com ?

A: If you live in the USA, it means you receive great savings on shipping charges, as DragonUSAonline.com ships directly and locally from within the USA.

Q: I missed the ordering period for a specific ch.c exclusive. What should I do?

A: Preorders for ch.c exclusives usually take place 2-4 weeks before the date they become available. There are specific cases when the production quantity is quickly and completely reserved by hobby fans. In such cases, ch.c will usually open up a waiting list. Our Order Coordinators will cancel any invalid preorders, and distribute excess quantities to those on the waiting list on a 'first come-first served' basis. Since these ch.c exclusives are usually limited editions, we do highly recommend that hobby fans stay tuned to the ch.c website for the most up to date news on preordering products!

Q: Why can't I order with a money order or cheque?

A: Money orders and cheques require more time for settlement from the bank. Money orders can take up to a maximum of 6 months while cheques require at least 2 weeks to process. Therefore, ch.c provides you with the most convenient method of payment - VISA / Master Card / JCB.

Q: I'm concerned about submitting my credit card details through the internet.

A: The ch.c online system is protected by SSL/SET provided by Thawte security solutions, meaning that all e-transactions are extremely secure. Please feel free to browse around our website to get a feel for the convenience of ordering your favorite hobby goods online.

Q: What happens to my order after I've successfully placed it online?

A: Your credit card details go directly from your computer to the bank at the time of placing the order. Normally, a sufficient amount of funds is authorized and reserved from your credit card while we pack your order. However, the bank does not actually proceed with any charges until the order is ready for shipment.

Q: Will I get an e-mail with my order details after I've placed the order online?

A: Yes you do, provided that you input a valid e-mail address at registration time. Please read through the order confirmation e-mail carefully. Additionally, we advise you to keep a hard / soft copy of that e-mail for later reference.

Q: What if the bank is unable to reserve funds or successfully charge it to my credit card?

A: The bank usually makes two further attempts within 7 days after a first decline. If still unable to go through with the e-transaction, the bank will then reject that e-transaction and ch.c will hold your order.

Q: My order is pending and my credit card was rejected by the bank, so what should I do next?

A: The first thing to do is try to get more information from your local credit card centre. There are rare cases where certain credit cards will not accept international e-transactions or online purchases. Also, please make sure an adequate credit amount is available.

Q: OK, my credit card now has a good status. What's next?

A: E-mail us with your order no. and the new credit card details (where applicable). We will then re-submit the details to the bank within 24 hrs.

Q: Everything has gone smoothly with the bank. When should I expect my package to arrive?

A: For products that are in stock and that you have chosen to ship by courier, the online courier system will directly send an e-mail to you with the tracking number as soon as the parcel leaves our fulfillment center (shipment by courier usually only takes a few days). If you choose to ship by air mail / EMS SpeedPost, please allow up to 4 weeks for delivery. If you choose to ship by surface mail, please allow up to 8 weeks for delivery.

Q: I'd like to ship my orders by courier. Which courier service does cyber-hobby.com use?

A: If you live in the USA, we usually ship via Fedex. For other locations around the world we choose to ship by UPS. Most importantly, the method we use will offer the best value and service to you, our customers.

Q: How do I distinguish charges between cyber-hobby.com and DragonUSAonline.com on my credit card bill?

A: For cyber-hobby.com charges, you will usually see "Universal Models Ltd" on your bill. For DragonUSAonline.com charges, you will usually see "Dragon Models USA". As well, there is usually a reference number for each transaction. When in doubt, you may always contact us via e-mail / fax / phone, giving us your order number and the reference number on the credit card bill.

Q: Everything is OK with my purchase except for one minor issue: I'm confused about my credit card bill.

A: Please kindly send us a copy of the bill in question from your ch.c e-transaction, and a brief explanation on which order you are confused about (please include the order number). You may either send us a digital copy at services@universal-models.com, or fax it to us @ 852-2411-0587 (Attn. ch.c - Billing inquiries).

Q: What if I receive a damaged product?

A: ch.c exclusives carry a warranty from Dragon.

Q: I am currently in Japan and would like to be charged in Yen instead of HKD. Is this possible?

A: Certainly. Our JCB payment gateway supports e-transactions in Yen, while our VISA / Master Card payment gateway is charged in HKD.