FAQ

Q: How can I track my order?
A: We will provide clients with a tracking number by e-mail once the order is dispatched.
For orders being delivered to Hong Kong, please Contact Us to track.
For orders delivered by Standard Shipping, click here to track.

Q: Do you Ship Internationally? What are the Shipping Fees?
A: We do ship internationally. Shipping fees are calculated based on a number of factors including the weight of the items you are purchasing and the destination country/region.
Clients can check the shipping fee in their shopping cart by choosing the suitable shipping location.

For details, please see Shipping & Handling.

Q: What is the delivery time required?
A: We offer competitive shipping rates to anywhere in the world by Hong Kong Post Airmail. Standard Shipping (International Post) delivery is 2 - 3 weeks depending on country after handling time.

We use a local courier to deliver Hong Kong orders and the delivery time is 2-3 working days after handling.

Q: Do I have to pay any Customs & Tax?
A: There are no sales taxes or hidden charges when you shop at UML Hobby Online. However, when products are delivered to your country from overseas, it is considered as importing. Some countries charge tax on certain imported products at certain quantity/value levels while some countries do not. Custom policies vary widely from country to country, and you should contact your local customs office for further information.

If you have to pay any taxes on the products you receive, the most common way is that the taxes are first paid at customs by the courier (e.g. DHL, FedEx, UPS) and then you simply pay back the courier using cash or your credit card, when they deliver the products to your door.

Q: Are there any additional costs that will be due upon receipt of my order?
A: No. When you checkout at UML Hobby Online, you will be provided with a guaranteed order total in your preferred currency. The order total presented will be the exact amount that you will be billed by us. However, your orders may be subjected to import duties and/or taxes and any additional charges for custom clearance must be borne by you.

Q: What payment options does UML Hobby Online support?
A: Currently, we support Visa, MasterCard, and PayPal, with additional payment options coming soon.

Q: What are the return and exchange policies?
A: Our customer service representatives are able to help anyone who is experiencing problems with our products. If you have any particular inquiries or would like to request a replacement part, please feel free to e-mail our customer service representatives at umlonline@universal-models.com.

Loss or damage during transit should be claimed directly from the logistic company (i.e. UPS / Fedex / EMS, etc.)