Many of the questions and answers listed below, form part of our Terms and Conditions

If you need to Contact us regarding an order already placed please only email support@hiroboy.com
not any others you many have. This should ensure your email does not get lost within the 1000's of other emails we get weekly.

We ship to all countries worldwide, below shows where we have shipped to since 2006.

Paypal : where you can use your Debit / Credit Cards, If you need to send money direct use: orders@hiroboy.com

Debit and Credit Cards : are proccesed by Protx allowing us to process secure credit and debit card payments online (we never see your card details).

Western Union : Below are the detail you will need to use for this type of payment :
You have two options when using Western Union
Visit WesternUnion.com

• Select the "Money Transfer" Option and follow the on screen directions
• You can pay with a bank debit card or credit card
• Western Union will charge you a money transfer fee (This varies on the country)
• Send the amount of the total shown above in GBP (Pound Sterling) no other currency will be accepted

• Fill out the necesarry "Send Money" form, ask agent if you need assistance
• They will require a valid ID
• You can pay with cash, a bank debit card or credit card
• Western Union will charge you a money transfer fee
• Send the amount of the total shown above in GBP (Pound Sterling)

• First Name :Stephen - Last Name:Hemming - Country: UK

How quick will my order be dispatched ?
Please allow 5 working days for your order to be dispatched after placing your order before contacting us. Once your order has accepted you will get a confirmation email and again when it's been shipped you will get a notification email.
However, most orders are usually dispatched the same day. Dispatch times vary daily depending on the volume of orders that require progressing at any one time.
Mondays are always the busiest day due to the weekends orders being processed, so orders place on mondays are not always shipped the same day.
Cut off time for orders is 14-00hrs GMT (UK Time). What time is now in the UK ?
If an order/delivery is very urgent, important, expensive please contact us by phone to ensure we can meet your needs before placing your order.

How much is the Shipping /Delivery?
The Shipping price is calculated at the checkout, based on the total weight of the items purchased plus the packaging.
Different shipping options and prices are shown at this point BEFORE any payment is taken. see sample screenshot below.

What shipping options do you offer ?

Within the UK we offer the following :
Royal Mail 1st Class Recorded (Signature required) (Insured upto £32.00) Proof od Delivery available online at http://www.royalmail.com
Royal Mail Special Delivery (Signature required) (Insured upto £500.00, Ordered before 1pm, Delivered Next Day) Trackable Online at http://www.royalmail.com
Interlink Next Day Courier (Signature required) (Insured upto £100.00 Ordered before 1pm, Delivered Next Day Before 3pm) Trackable Online at http://www.interlinkexpress.com
Interlink Two Day offshore (Scottish Highlands) Please Contact for prices (Signature required) (Insured upto £100.00) Trackable Online at http://www.interlinkexpress.com

Outside the UK we offer the following

Airmail "International Signed For" (TRACKABLE)
THIS IS THE SERVICE WE STRONGLY RECOMMEND YOU USE.
International Signed For can be used to send mail to just about every country in the world. All mail will be recorded at the point of delivery with a signature. International Signed For Shipping comes with a tracking number which can be tracked online here. The basic Insurance cover is 34 GBP, but additional insurance can be added.
Airmail (NOT TRACKABLE)
Airmail is Economical, easy to use and fast, The maximum weight for an Airmail parcel is 2kg, orders over this, are shipping in multiple shipments.
Delivery Times : Usually within 4 days to Western Europe, 5 days to Eastern Europe and 5-10 days for the rest of the world, following the day of posting.
Are Airmail delivery times guaranteed?
No, Royal Mail cannot guarantee delivery times. Although your Parcel will be dispatched to the appropriate country on the first available flight, delivery standards in other countries do vary.
Are Airmail Orders Insured and Traceable?
Orders sent via Airmail are not insured and do NOT have a tracking number therefore do NOT require a signature.

DPD Europe by road 3-10 workings Days (TRACKABLE)
This service is offered for orders upto 30kg in weight. Delivery times vary from 2 days to France, Germany, Belgium and Netherlands to 10 days to Poland, Norway, Sweden, Finland etc.
This service is Full traceable with a Tracking Number. If you do require this service please contact us for a quotation.

Airsure
The UK Postal Service (Royal Mail) does offer this service but only to 28 destinations in the following three geographic postal zones: Europe: Andorra, Austria, Azores, Balearic Islands, Belgium, Canary Islands, Corsica, Denmark, Faroe Islands, Finland, France, Germany, Iceland, Liechtenstein, Luxembourg, Madeira, Monaco, Netherlands, Portugal, Republic of Ireland, Slovak Republic, Spain, Spitzbergen, Sweden and Switzerland. World Zone one: USA, Singapore. World Zone two: New Zealand. Airsure offers online tracking and delivery confirmation and costs just 4.20 GBP on top of the Airmail rate, If you require this service please contact us before completing at the checkout.

Do you ship via EMS ?
Unfortunately the UK Postal Service (Royal Mail) does not offer this service.
We can offer "International Datapost" which is similar but with prices starting at 32.50 GBP we feel it is too expensive to offer at the checkout, However if you do require this service please contact us for a quotation.

Do you ship via SAL ?
Unfortunately the UK Postal Service (Royal Mail) does not offer this service.

My Order has not arrived Yet!
The speed of Postal services in different countries vary, this is beyond our control, we have so far only seen about 0.001% of parcels not arrive at all, most worldwide parcels arrive within 3-10 days, some do take longer e.g. Italy, South America, Africa and Russia. Royal Mail does NOT class an Airmail shipment loss until 30 days have passed. Therefore until then we can not make a claim as "Loss in Post". Orders sent via Airmail are not insured and do not have a tracking number and do not require a signature, we can however provide "Proof of Posting" proving we posted out the goods.
We would recognize the customer's selection of "Airmail" for delivery as a full responsibility of customer in case of missing therefore refunds can not be issued only "Proof of Posting".

My Order usually takes * Days, but my new order has not arrived yet!
Please see the answer in the previous question, and be patience.

Do you offer Free Shipping ?
Free Shipping is available on orders over 200 GBP delivered within the UK ONLY. These are generally sent using Interlink Express Carrier.

Can I add items to my order once placed
Unfortunatly Items can NOT be added after the order is placed, we do not hold your credit card details, so taking payment so a problem and the credit card/or paypal fees only allow us to take payments over 10 GBP, therefore it is advisable to place another order or check you have everything before completing your order.

How will I know when my order has been shipped ?
Your order status will be updated once the order has been despatched, you will get an email letting you know the details, you can also check by login into your account and checking your Order History.

What do the different Order Status's mean ?

• Despatch Pending - We have your order Thank You, any changes can be made. If you wish to make changes please contact us A.S.A.P.
• Processing - We are working on a large order, mixing paints or waiting for delivery of a special order item.
• Awaiting Payment - We are awaiting you payment (Cheque, Postal Order or Western Union)
• Cancelled (Non Payment) - Payment was not completed and the order has been canceled sometimes this is due to not fully completing at the checkout.
• Return To Sender - Your order has been return to us for some reason.
• Possibly Lost in Post - As Stated.
• On Hold - We are waiting for your email/telephone reply to an order query.
• Items Sent (showing chosen method) - This means your order has been posted out.

Why has my paypal payment has been sent as an eCheque. What is this?
The following is taken directly from Paypal's website.
PayPal's eCheque feature allows you to transfer money directly from your bank account to another user's PayPal account. eCheques differ from Instant Bank Transfers, as they are not instant payments.
With eCheque payments, your bank account will be debited when the transaction is initiated. However, the recipient will typically receive the funds seven to nine working days later.
To make an Instant Bank Transfer you must have an up-to-date credit or debit card registered to your PayPal account, as well as your bank account. This will be used as a back-up funding source in case the bank transfer fails.
You can add a credit or debit card by selecting the Profile link at the top of your Account Overview page and clicking the Credit Cards link under Financial Information.
You can see the status of your eCheque payment, by following these steps:
1. Log in to your PayPal account at www.paypal.co.uk, 2. Click History at the top of the page, 3. Find the eCheque payment then check the Status column:

• Cleared: The funds transfer to the recipient has completed
• Uncleared: The transaction is still processing from the bank
• Failed: We were unable to obtain the funds from your bank and the payment to the recipient has not completed
• Canceled: You have cancelled the eCheque. If you cancel an eCheque the funds will still be withdrawn from your bank account but will be credited to your PayPal account balance

Why was my order sent a different way to the one I asked for ?
In some cases we will send the order in different way due to many reasons, We will only ever send a better/more expensive way (we will not charge you the extra).
Say you ordered a 1:12 model kit and it was too heavy for the Airmail's 2kg limit, we may chose to increase the shipping to DPD Euro Express which is faster with tracking. if this option is going to cost YOU more we will emil to ask first, if we do not feel we need to charge you more we will ship without contacting you first.

Do you offer Backorders ?
Sorry, we do not offer this service at the moment.

The item i'm looking for is Out of Stock, when will it be back ?
This depends on when our next stock order is being placed with the manufacture, most manufacture have min order valves, so we need to wait until we can order enough to meet this. We re-order from most main suppliers every 1-2 months or less, smaller supplier when we require enough strock to meet the suppliers min order value.

I'm looking of a particular item you do not have listed, can you supply it?
If it is from a major manufacture e.g. Tamiya, Fujimi, Aoshima, Gunze Sangyo etc. we can supply anything from their current catalogue within 3-4 weeks depending on availability. We have shipments landing from Japan ever 1-2 weeks.
Depending on the item and value, you many need to pay up front or pay a deposit. Please contact us to find out more.

Do you offer Pre-orders ?
We do offer pre-orders on certain new items being released, please see individual listing for more details. This is mainly on Model Factory Hiro monthly releases.

I received my order and item/s are missing ? What Happens Now
If you find any item/s missing from your order, please contact support as soon as possible, and we will try and rectify the problem as quickly as possible.
In some cases a note stating "To Follow" may be marked on the order, this is due to a stock error and the item is out of stock, we will send the item out as soon as we receive stock. Meanwhile if you wish for a refund for the item or an alternative please contact support A.S.A.P.

I have some questions about Zero Paints, who should I contact
A comprehensive F.A.Q. can be found here www.hiroboy.com/catalog/zero_paints.php, if you have further questions please email admin@hiroboy.com

INTERNATIONAL CUSTOMERS PLEASE READ CAREFULLY NO AIMAIL SHIPING OF AEROSOL CANS : Royal Mail are now enforcing the NO SHIPPING of AEROSOLS by AIRMAIL Rule. We can NOT ship SPRAY CANS to USA, Canada or any counties OUTSIDE Europe, If ordering Aerosols within Europe, please chose DPD Express by Road, NOT Airmail. Orders within the UK are fine.