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ACCOUNT

SHIPPING

PACKING

PAYMENT

PREORDER

IN-STOCK

RETURN POLICY

PANIC POINT

EXTRA 1X PANIC POINT

PANIC MARK

ONLINE LOCAL BANK PAYMENT (FPX)

OPEN PAYMENT

PRICE MATCH

SAME DAY DELIVERY (SDD)


Why I can't create / signup for an account on the main page?
Don't have to. Your account will be created AUTOMATICALLY once you have made an order/preorder with us.
Is shipping FREE within Malaysia, including Sabah and Sarawak?
Toypanic used to offer free shipping for every order within Malaysia. However, we have now branched out to sell smaller items such as modelling tools and paints.

The sales of those items would not cover our shipping cost if we were to bear the shipping for our clients, so we have fixed that client will have to bear the shipping cost for orders below MYR 40.00 and we will bear the shipping cost for orders over that amount.


How many days for an item to reach me?
3-5 and 10-14 working days for Peninsula Malaysia and Sabah/Sarawak respectively.
Do I have an option to choose express shipping?
Yes you do. The option is available in the checkout page. Make sure you check on this option before checking out.
How much do I need to pay for express shipping?
The cost will vary depending on the size and weight of the parcel and its contents.

This information will be available on the Open Payment page where you can select free shipping or local express for delivery within Malaysia or even same day delivery (if you are within Pulau Pinang area).


Do I get a tracking number for either the free shipping or the express shipping?
Yes, you will be giving the tracking number for both methods of shipping.
What about other countries outside of Malaysia?
Once you have submitted your order, please send us an email at [email protected] to notify us. We will send you the shipment cost on a separate email. Shipping cost will depend on the size & weight of the parcel and also the distance it has to travel.

You can then decide to make payment or even cancel your order (if you are unsatisfied with the shipping cost).

Standard shipping (by POS Malaysia) is the most economical choice for overseas shipping but there is a size restriction on the parcels POS Malaysia can accept. Parcel will arrive usually within 30 days after we post the parcel over the counter. Furthermore, if clients choose this form of shipping, they must be aware that it will be at their own risk and Toypanic will not bear any responsibility for any unexpected damage or loss of the parcel. We will follow up with the postal services on client's behalf if there are any extended delays in the delivery process but we will not cancel and refund the order in the event the parcel fails to arrive for any reason.

If clients choose EMS (Express Mail Service) or express shipping by courier services, tracking of the parcel is much more accurate and the parcel will usually arrive wihin 7 days. The cost will usually be 3x to 5x more than standard shipping, depending on the size of the parcel. But if somehow the parcel does not reach the client and the postal service cannot give us any reasonable expanation, Toypanic is willing to bear responsibility for the loss and reimburse client's payment for the missing item (unlike for standard shipping).


Are all the items in your site in new condition?
Most (nearly all) of the items we offer on the website are brand new and in mint condition.

If the items we offer are not in MISB condition, the items will be labelled appropriately on our website, for example BIB / DEFECT / USED.


Is there quality check on item prior to shipment?
We do not check the item prior to packing and shipping, except to see if there is any visible damage to the item box.

We will only open and inspect the item if clients expressly requested it of us and gives us their permission to unbox and check the item for them.


When an item will be shipped?
Once payment has been confirmed, we will arrange delivery by the next working day (excluding Saturdays and Sundays). Under ideal conditions, your parcel will be shipped out within 24 hours of payment confirmation.

However if there are any unforeseen issues such as the Movement Control Order (MCO) during the Covid-19 pandemic in 2020, we will do our best to send out your parcel as soon as humanly possible.


How do you pack an item?
Every step of precaution is considered when packing an item. This is to ensure that the item is in prefect condition when it reaches you.

Your item condition is our top most priority. Having said that, we have taken every precaution steps in ensuring the best protection on how, where and what to use in the packaging.

The photos below show the steps taken by ToyPanic in ensuring your item is well protected from all the 'throwing', 'rolling', 'dropping' and etc (we do not leave a single thing to chances).

Step 1: Your item


Step 2: Bubble wrapper over the toy box


Step 3: For a maximum protection, absorbing materials are carefully slotted into the packaging box


Step 4: We are using our double layer packaging box with secure taping on the outer box


You can also watch our packaging video review below:


What form of payment do you accept?
We accept credit card (Visa & Mastercard) and local online banking for local order (Malaysia).

As for international order, we accept credit card (Visa & Mastercard).

You can view all of our acceptable payment channels here.


Will I be charged once I'd submitted the order?
It depends on what type of payment option you choose. If you select credit card or online banking, you will be redirected to the FPX payment gateway for the payment.

If you select payment via ATM, you will receive an email from us on our bank account details.


How many days do I have to make the payment after an order has been submitted?
You have 3 days to make the payment. If you need more time, please send us an email at [email protected] to let us know.
What happen if I fail to make the payment after this period?
Your order will be cancelled and the item will be returned back to the system.
If I want to use Grabpay, is there any payment amount limitation?
At the time of this writing, Grabpay limits the payment up to MYR1000 only.
Can I request for cancellation for my preorder item(s)?
NO. Any cancellation will result in the deposit or any payment paid to be forfeited.
The deposit or payment made for my preorder item(s), can it be refunded or transferred to my other preorder item(s)?
No. The deposit or payment paid are not refundable or exchangeable to other items.
How long before my preorder be cancelled if no deposit is paid?
You have 3 days to pay the deposit or on the day of the pre-order deadline before the preorder is automatically cancelled by our system.
Can I request for cancellation for my in-stock item(s)?
NO. Any cancellation will result in the deposit or any payment paid to be forfeited.
How long before my in-stock order be cancelled if no payment is paid?
You have 3 days to pay the balance payment before the order is automatically cancelled by our system.
What is the return policy?
7 days return policy.
Do I have to bear the return shipment charges?
Yes.
On what conditions can I request for refund?
Refund is ONLY applicable to :

i) When item is in stock, but we are not able to fulfill the quantity preordered by client.

ii) If an item received is broken, has manufacturing defect or missing parts.

iii) Product cancellation by the maker.


If I would like to have new replacement for the defect item and the supplier/distributor is resided outside of Malayisa, do I need to bear the shipping cost?
Yes, if the supplier/distributor is located outside of Malaysia. You would need to bear the return (both ways) shipping cost.
If I would like to have new replacement for the defect item and the replacement is available within Malaysia, do I still need to bear the shipping cost?
Yes, you would need to bear the return (both ways) shipping cost even though the shipping is within Malaysia.
How long would a replacement take?
It depends on the replacement item availability from supplier/distributor. It could be as fast as few days to as late as few months.
What is the Panic Points?
Every items that you ordered from ToyPanic.com, you will be rewarded with Panic Points. The quantity of Panic Points correspond to the total price of an order.
What can I do with it?
It can be redeeemed and deducted from the total amount (MYR) of an order at the check out page. See photo below.


If an item has 100 Panic Point, and I want to order it, can I use the 100 Panic Point straight away on this order?
You can't. You can only use it for the NEXT order.
I have made a preorder and have paid the 20% deposit, but I do not see any Panic Point credited to my account?
The Panic Point will only be credited to your account upon FULL payment.
Does it has expiry date?
No. That's the best part of it :)
How do I get the extra 1x Panic Point?
Just make a full payment during the preorder period.
Is it only applicable for preorder? How about in-stock item?
Yes, it is ONLY applicable for preorder. It is NOT applicable for in-stock item.
How does it work?
Example: An preorder item is MYR100 with 100 Panic Point.

If you make full payment during the preorder period, you will get:

100 (from the item) + 100 (1x extra for full payment during preorder) Panic Point = 200 Panic Point (total)


Why now?
Panic Mark is one of our ways of giving back to you as our loyal client. In other parts of the world, they call it the loyalty programme :)
What is it?
Depending on which Panic Mark you are currently at, you will get a different extra percentage of Panic Point.

There are total of 15 Panic Marks with the details below:

Panic MarkPercentage (%)
I10
II20
III30
IV40
V50
VI60
VII70
VIII80
IX90
X100
XI110
XII120
XIII130
XIV140
XV150

What can I do with it?
Take for an example, today you are Panic Mark III. You ordered item A that comes with 100 Panic Points (the price of the item is not irrelevant in this case).

So, the total Panic Points that you will get are 100 + 30% = 130 Panic Points.

In short, you are getting an extra of 30 Panic Points compare to someone that do not have the Panic Mark.


How Is It Being Assigned?
We shall spare you the gory details, but suffice to say, the engine computation is built upon a very complicated algorithm, which considers many factors.

Eg: Order, payment, cancellation, time on page, frequency of visit, last order and etc.


How can I pay online using my local bank?
There are 2 ways:

AT CHECKOUT PAGE

1) This is when you first place your preorder/order.

2) At the checkout page, select the first option "Online local bank payment (FPX)". See below.

3) Submit the order.

4) Use the default selection of FPX when you are at the MOLPay gateway page. Then click the button "Pay Online Through FPX". See below.

5) On the next page, choose your bank and fill in your email. Lastly, click on the "Agree and Continue" button. See below.

6) You will be redirect to your local bank website (from bank selection in step #5) and just proceed accordingly.

7) You can watch the Youtube tutorial below for more details.

AT INVOICE PAGE

1) Select any of your invoices from the "Orders History" tab on the top page.

2) At the invoice page, click on the "Checkout Now". See below.

3) Submit the order.

4) Use the default selection of FPX when you are at the MOLPay gateway page. Click the button "Pay Online Through FPX". See below.

5) On the next page, choose your bank and fill in your email. Lastly, click on the "Agree and Continue" button. See below.

6) You will be redirect to your local bank website (from bank selection in step #5) and just proceed accordingly.

7) You can watch the Youtube tutorial below for more details.


How can I pay multiple preorders/orders on the same page?
It's easy actually:

1) Click on the Open Payment on the top menu.

2) Then, tick the checkboxes of your orders/preorders that you want to make full payment.

3) At the same time, you can also opt for topup/deposit payment for your preorders.

4) Once you are done, choose either local bank payment (FPX) or credit card as payment method.

5) You can watch the Youtube tutorial below more details.


What is price match?
It means we are to honor our competitor's online advertised price.
How does Toypanic price match works?
We will match the price set by our competitor if they meet the criterias below.

1) The competitor's price must be clearly stated and item must be identical.

2) The competitor must have their own valid domain website. Eg: www.toystore.com or www.mygameshop.com

3) Only online price is matched.


What are the conditions that Toypanic will NOT price match?
1) If the competitor's lower price requires a coupon.

2) Prices that are advertised as limited time, limited supply or limited quantity.

3) Prices that are on sales or discount.

4) Prices that require a loyalty card will also not be matched.

5) Competitors' buy one, get one free sales or anything similar.

6) If the competitor's low price is the result of a typo.

7) Price from individual seller that are using secondary e-Commerce platform. Example eBay, Lazada, Mudah, 11street, Lelong and etc.

8) Other websites outside of Malaysia.

9) We do not match in-store price.

10) Different currency other than MYR.

11) Bulk or wholesale price.


What is it?
This is our extra service to provide the same day delivery to our client.
Does it mean that, if I make the payment today, I will also receive the item on the same day?
Yes. The cutoff time for the payment is 3pm.

In other words, if you make the full payment for your item before 3pm, you will receive it on the same day.


What time will you send out my item?
We will send out the item by 4pm.
Will you notify me before sending out?
Yes, we will call you first to make sure you are at home before we send your item out.
Can I request the item to be send out on specific time?
Yes. You can contact our sales team at [email protected] or PM us at our official Facebook page.

However, if it is urgent you can always get to us at +6014-3372642


How do I opt for the same day delivery (SDD)?
At the checkout page, just choose the option "GRAB".


I'm staying outside of Penang. Can I opt for same day delivery (SDD) ?
No. The same day delivery (SDD) option is only available within Penang.
What is the rate of the same day delivery (SDD)?
The rate is calculated based of the distance from our store to your address.

For an example, if you are staying in Georgetown area, the rate would be somewhere between MYR7.00 to MYR8.00.

Whereas if you are staying in Bayan Lepas area, the rate would be at approximately MYR24.

You can view the complete same day delivery (SDD) rate here.


Is the same day delivery (SDD) rate will be automatically calculated at the checkout page?
Yes. As long as you have entered the valid zip / postal code.
What courier are you using for the same day delivery (SDD)?
We are collaborating with Grab Express.