Frequently Asked Questions (FAQ)
Orders & Payments
Q1: What payment methods can I use? A: We accept all major credit cards (Visa, MasterCard, American Express), PayPal, and some local payment methods. All payments are processed in a secure, encrypted environment.
Q2: Will my order be subject to customs duties? A: Yes, all international orders may be subject to customs duties, VAT, etc., in the destination country. These fees are borne by you (the buyer) and are collected by the local customs or logistics company. Please refer to our shipping policy for details.
Q3: How can I track my order? A: After your order is shipped, you will receive an email with a tracking number. You can also log in to your HelloWorld7 account and check the real-time tracking status on the "My Orders" page.
Shipping & Delivery
Q4: Do you ship to my country? A: We support delivery to most countries and regions worldwide. After entering your address on the checkout page, the system will automatically display the available shipping options.
Q5: How long after placing my order will it be shipped? A: In-stock orders are typically processed and shipped within 1-3 business days. Please refer to the product page for specific shipping times for pre-sale or customized items.
Q6: What if the address I provided is incorrect? A: Please contact our customer service team immediately [service@helloworld7.com]. If the order has not yet been shipped, we can correct the address for you. If the order has already been shipped, you may be responsible for any additional costs incurred due to the incorrect address.
Returns & Exchanges
Q7: What is your return policy? A: We offer a 60-day return period for most items. However, please note that some special categories (such as assembled models, opened tea, and watches with signs of wear) have special return terms. Please refer to our return and exchange policy for details.
Q8: Who bears the return shipping costs? A: If the return is due to our error (such as quality issues or wrong item shipped), we will bear the shipping costs. If the return is due to your personal reasons, you will need to bear the return shipping costs yourself.
Q9: What should I do if the goods I received are damaged? A: Please take photos and contact our customer service team within 48 hours of receiving your package. We will prioritize processing your exchange or refund.
Product Related
Q10: Can the engine model actually run? A: Yes, most of our engine models (such as the Toyan and Stirling series) are fully functional. Please use them under adult supervision in a well-ventilated and safe environment, and strictly follow the operating instructions in the product manual.
Q11: I'm a beginner in model making, which product should I choose? A: We recommend beginners start with some relatively simple Stirling engine models or 3D metal puzzles. You can also contact our customer service at any time; our product experts are happy to provide you with professional purchasing advice.
Q12: What is the warranty policy for the watch? A: Different brands of watches offer different warranty policies, usually covering manufacturing defects in the movement, with a warranty period of 1-2 years. Normal wear and tear on the exterior is not covered by the warranty. Please refer to the product page or contact us for specific information.
Any other questions?
Please feel free to contact us at service@helloworld7.com; we'd be happy to assist you.
