FAQ & Returns/Exchange Policy

I would like to make a custom order. Can you guarantee it will come in x (months, year, etc.)?

For Bandai products: We are happy to take custom orders for product we currently do not have in stock. However, we cannot guarantee that it will arrive on our time frame. As an example, with Bandai items, their products are manufactured monthly, yearly, once every two years, once every three years, etc. There isn’t a given time frame and we do not have the production schedule (we wish!). We can place an order with our distributors, but they will not tell us when we will receive it.

However… There are some items (newer items that we’ve already preordered with our distributor) that we will have a time frame. For example, pre-orders are open in August, but item isn’t set to be released until December. 

For Ignition Model, MR Collection, Look Smart Models, AutoArt, Hobby Japan: We are the official dealers for these companies. With model cars, most companies have varying models ready to be released every quarterly. However, it’s still subject to change without prior notice from them.

I placed an order for an item. It’s been a year, how come it hasn’t arrived yet?

Unfortunately, we don’t have a time frame for some items. If you’ve placed an order in August, and the item isn’t set to be released until February, we won’t receive it until February. Sometimes there are delays with manufacturing as well, but it is out of our control and we do not know when it will be released. As mentioned, Bandai doesn’t provide release dates on when they manufacture their products. 

Ignition Model, MR Collection, Look Smart Models, etc. manufacture their items every quarterly (Q1, Q2, Q3, Q4). We are the official retailers for these brands. Typically once it’s sold out, they do not re-produce it again. They may release it again, but they tweak the colours.

What does it mean an item is “backordered”?

Backordered means the item is out of stock, but if you purchase it, we will ship it to you once it arrives. For Bandai items, their products are manufactured monthly, yearly, once every two years, etc. There are items we can preorder from our distributors, but it’s not guaranteed that we will receive it in a timely manner. 

When will items be restocked?

We will update the products on our website. We post on Instagram and Facebook of the newest arrivals too – check our Insta and Facebook! 

Shipping

We currently ship within Canada and to USA. We can ship internationally on certain products. If you live outside of Canada and USA, please send a message to chigunhobbies@hotmail.com and we can make something work!

Can I purchase an item through your website and pick up in store?

We can definitely arrange that! We will refund the shipping fee once the item has been picked up in store.

Returns/Exchange 

Due to the nature of our products, we do not offer a full refund or exchange.

Why?

Plastic model kits (e.g., cars, Gundam, etc.) have many parts attached to runners in order to build the model. These are packaged and tailored to each model kit. If parts are missing, the model kit cannot be put together. 

Figures and Completed Model Cars (e.g., MR Collection, Look Smart, AutoArt, Fuel Me, Hobby Japan, etc.) are non-refundable and non-exchangeable as well. Many collectible items are delicate and need to be handled with care. When parts of the product breaks or has a scratch, it makes it extremely difficult to resell. 

I haven’t opened my product and would like a refund.

Unfortunately, we do not offer refunds or exchange even if it’s unopened. Having being in this industry and business for decades, we’ve encountered customers returning and exchanging items that weren’t purchased from us, and all sorts of scenarios (you’d be amazed!).