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[Regarding Customer Service]

Normal working hours are 09:00–21:00. If customer service cannot respond to you promptly, please understand. Just wait a few more minutes, and we will get back to you right away! If there is an urgent matter, you can contact us by phone.

[Regarding Logistics]

We assume you send via Shentong and wait for delivery. For urgent items, you can choose SF Express, but the shipping fee is paid by the recipient. Please refer to the shipping fee settings in the product details for the fee amount.
Most products in the store are in stock; you can simply place your order and make the payment. In case of any special circumstances, we will contact you immediately. Please stay online on WeChat!

[Regarding Shipping]

Orders are shipped within 24 hours after payment, and up to 2 days during peak periods. Special circumstances will be notified separately. The shipping information is synchronized with the website. If there is no shipping update after 24 hours, you can contact us, and we will handle it for you. The factory is closed on the first day of each month, so goods are dispatched on the second day.

[Regarding Delivery]

After receiving the product, please inspect it first. If there are any quality issues or questions, contact us immediately to address them. Our Hengxin Toys customer service staff should respond to your inquiries and resolve issues with a warm, objective, and patient attitude, ensuring you enjoy a comfortable communication environment. Our approach to resolving issues is always based on considering your specific situation, aiming to minimize any inconvenience or loss. Therefore, please feel free to express your concerns and ask your questions. Even if some technical questions require specialized knowledge that we may not be able to fully answer, our mission is to provide enthusiastic pre-sale service, and we also maintain strict standards in after-sales care—considering issues objectively, answering questions positively, and resolving problems effectively, thereby offering you a trustworthy and reliable transaction environment throughout both pre-sale and after-sale stages.

【Regarding Returns】

1. If a replacement is required due to quality issues or an error in the shipment, we will cover the shipping cost. For the return shipping fee, please pay it in advance by the buyer. If payment is refused, if the package is rejected by the postal service, we will transfer the fee via Alipay after receiving it. The return shipping cost must not exceed 20% of the original shipment cost.

2. If the buyer claims that the product is unsatisfactory or not easy to sell, and there is no actual quality issue, we will not provide a return or exchange. However, if the returned product lacks complete packaging, missing accessories, or relevant documents; if it has been repaired or modified without authorization; if it has not been used or stored according to proper methods; or if it is outside the product’s warranty period; and if the returned product is labeled or falsified, we will not bear any responsibility for a return or exchange.

3. Regardless of whether the outer packaging is damaged or not when receiving the goods, the customer must open the box for inspection. If the product is damaged due to transportation issues, please have the relevant shipping company issue a certificate stamped with the official seal, and provide this certificate to us, so that we can assist the customer in filing a claim; if the damage or loss of goods is caused by logistics, we will not assume any responsibility.

[Regarding Prices]

The listed price is tax-exclusive, and taxes will be added upon invoicing.