On this page, you should find everything you need to answer any question about our company, fulfillment & shipping of your order and other miscellaneous questions you might have. If not, please click the Contact Us link below. Thanks!

Action-HQ Limited
Hong Kong S.A.R., P.R.C.

Tel: +[852] 2786-5151
Fax: +[852] 2786-5252

Office hours: 9:30am-6:30pm Monday-Friday Hong Kong time.

Excludes any official public holidays in Hong Kong:
    For 2008: 4/4, 5/1, 5/12, 6/9, 7/1, 9/15, 10/1, 10/7, 12/25, 12/26.

› About Us
› Contact Us
› Loyalty Rewards
› Safetybox
› Video Game FAQ
› Anime Video FAQ
› Preorder and Shipping Policy
› Privacy Policy
› Disclaimer
› Terms & Condition
› Support emails are managed at helpdesk.action-hq.com

Frequently Asked Questions

1. What is Loyalty Rewards?
2. How does shipping work at Action-HQ.com?
3. How do preorders work at Action-HQ.com?
4. What does my order status mean in the My Account page?
5. Is there a limit to how many of one item a customer can buy?
6. How can purchases be paid for at Action-HQ.com?
7. In what condition is the merchandise sold on Action-HQ.com?
8. How do coupons and gift vouchers work at Action-HQ.com?
9. What kind of credit card security does Action-HQ.com operate with?
10. Can I make a purchase by using my friend's/relative's credit card?
11. What is Action-HQ.com's refund policy?
12. Why can't I find the items you sell on shelves in my local stores?
13. How is the information I give to Action-HQ.com used?

1.  What is Loyalty Rewards?
Loyalty Rewards (previously known as Loyalty Bank) is our loyalty program for frequent buyers at Action-HQ.com. As its name implies, it rewards you for your long-term patronage of our online store. The more you buy, the more you save for your next purchase with us. By registering and ordering at Action-HQ.com, you are automatically entered into our Loyalty Rewards program. You earn Loyalty Dollars based on 5% of your total product cost excluding any shipping & handling fees, gift certificate, coupons or special promotions. After your order is shipped, you will receive your Loyalty Rewards via email in the form of a Gift Voucher which you can redeem at any time. The email is automatically generated and sent by our system so if you do not receive it, please check your spam folder. Each Loyalty Dollar is equal to one US dollar on our site. Loyalty Dollars cannot be redeemed for cash and have no monetary value off-site or on any other site partnered or affiliated with Action-HQ.com unless specifically stated otherwise. Please see Gift Vouchers for more information on how to redeem and use your Loyalty Rewards Gift Voucher.

2.  How does shipping work at Action-HQ.com?
On all in-stock products offered on our site, we usually give you same-day (but sometimes later depending on the availability as noted in the product description) fulfillment to get your package out to you as fast as possible. All items are packed carefully for shipping by our trained fulfillment staff to ensure your items' safe arrival, no matter where you live. As for rates, delivery times and package tracing, please consult our Preorder and Shipping Policy on site to learn more about your options (such as insurance) and make the shipping choice that's right for you. To provide you with the best service possible at the most reasonable cost, all packages are registered and signature is required for receipt.

3.  How do preorders work at Action-HQ.com?
Action-HQ.com offers customers the ability to preorder certain items/promotions. This enables us to arrange ahead of time with manufacturers/distributors to have enough in stock to meet demand. How this benefits you:

- Get our best price when the item is released. (We only preorder based on demand and once we sell out, it will likely cost us more to restock. Sometimes we even sell through our preorder quantities!)
- Reserve yours early so you do not miss out. (Sometimes manufacturers/distributors will reduce preorders if there is not enough available stock.)

As collectors ourselves, we look at preordering as the ultimate convenience to the collector, and we strive to ensure that all preorders are filled. However, preorders are NEVER 100% guaranteed for various reasons and we will not charge until around 1-2 weeks in advance of delivery to start the fulfillment process and to confirm your order. If, for unforeseen reasons, we are unable to fill your preorder after billing you, a refund will be issued to your credit card.

You may not cancel your preorder items after they have arrived into our warehouse, though you may cancel them beforehand. By placing a preorder, you agree to abide by these TERMS.

Please go to Preorder and Shipping Policy for information about combining in-stock and preorder items and about payments made by Paypal.

4.  What does my order status mean in the My Account page?
If you order status is set at:

• Processing - Your order is currently in the processing stage. If this status does not change within 5 working days, please contact orders@action-hq.com.
• Preorder - All or part of your order is for items that currently has not been released or where we have not received the item(s) into our warehouse. Your order will be processed accordingly.
• Pending - Your order is on hold because your credit card transaction failed or we need further information from you. You should have received an email notifying you of this. If we do not receive a response from you within 5 workings days, your order will be considered canceled.
• Cancelled - Your order was canceled based on your request or on our inability to fulfill your order.
• Partial - Your order was only partially fulfilled and your remaining order is on backorder.
• Delivered - Your order has been processed and shipped. You should receive you order based on the projected schedule for your shipping option. Please check our Shipping Policy for more information.

5.  Is there a limit to how many of one item a customer can buy?
Yes. All customers are limited to a maximum of 3-6 of any one item in any one order. If you would like to buy in larger quantities, please contact us to make arrangements. Our decisions will be made on a case-by-case basis, depending on availability. It is our intention to provide each customer with at least 1 piece of each style they order versus having a reseller purchase everything to resell back to you at a higher price.

6.  How can purchases be paid for at Action-HQ.com?
You can make payment using a credit card, Paypal and eCheck. We accept MasterCard, Visa, American Express and Discover. In certain cases, USD money orders and cash through registered mail are accepted. Please email us at the Contact Us page first before you send any payment by mail. If you are a registered with us and have Loyalty Dollars, you can also use this to pay for whole or part of your total product cost excluding shipping & handling.

7.  In what condition is the merchandise sold on Action-HQ.com?
All items, unless specifically noted in their product descriptions, are in near mint to mint condition, just as you would normally find on any store shelf . We are careful about condition as Action-HQ.com was founded "by collectors for collectors", so we know what matters.

8.  How do coupons and gift vouchers work at Action-HQ.com?
All coupons and gift vouchers for use on this site require a code that you would have been given in an email when you purchased your gift voucher or received your coupon.

When checking out, in the Payment Information Page, you will see a redemption area near the bottom where you can input in the coupon code and a tick box to use your gift voucher account. To use one or both, just click the tick box and/or enter your code and click redeem. The following Confirmation page will show the coupon/gift voucher taken from your order's sub-total. Gift certificates and store coupons are good for anything we sell on the site unless specifically stated otherwise and exclude shipping & handling.

Once a code has been used, it is thereafter invalid and will not be reissued, in whole or in part, to the user or anyone else. This is as much for your security as our own. Gift vouchers and coupons cannot be redeemed for cash and have no monetary value off-site or on any other site partnered or affiliate with Action-HQ.com unless specifically stated otherwise.

See Gift Voucher FAQ to find out more.

9.  What kind of credit card security does Action-HQ.com operate with?
Our protected security measures ensure that sensitive credit card information is always protected throughout every step of the order process. Your personal information is encrypted before it is transmitted online, guaranteeing that your information is inaccessible to any third party. We use proven worldwide industry-standard 128-bit SSL technology for this data encryption to make sure your information is always secure.

10.  Can I make a purchase by using my friend's/relative's credit card?
No. Under no circumstances may you make a purchase by using your friend's/relative's credit card. The credit card must be in your name for all orders placed on your site, and the billing address must match your Action-HQ.com account address. All orders are held until we received further information from you.

11.  What is Action-HQ.com's refund policy?
We strive to make every order exactly right, from making sure you receive the correct items to packing them safely. If there is a problem with your order, please contact us as soon as possible once you have received it. Include your order number when you contact us; no matter the problem, we cannot resolve your complaint without the order number.

Our policy is as follows:

We have a No-Questions-Asked return policy on all orders. As long as you contact us within 7 days from your receipt of your order, with appropriate information, we will accept your return for any reason under the following conditions: returned item must A) be in unopened condition, same as when we sent it to you, and B) be accompanied by the Return Authorization number which will be given to you by our customer service team when you contact us. No returns will be accepted that do not meet these two conditions. All returned items should be packed with the same care that we show when packing your items, with insurance at your own discretion. Action-HQ,com is not responsible or liable in any way for items lost in the mail. Shipping is not refunded for any part of any order. You must contact us first before sending us a returned item to receive your Return Authorization number. Please allow 7 working days for us to process your return.

All refunds on returned or damaged merchandise are made in the form of Action-HQ.com store credit. Under no circumstances will cash refunds be given. By making your purchase, you agree to this condition.

Please note that import video games usually come from Japan and cannot be played on un-modified US consoles or without "switch disc" software (see our Video Game FAQ for more information on this). Please do not order any import video games until you are sure it will work with your system. As stated above, no exchanges or refunds will be given on any opened products unless defective, and this does include import video games.

12.  Why can't I find the items you sell on shelves in my local stores?
At Action-HQ.com, we often are able to acquire items well before they arrive to US in stores from the US and other countries. This is one of the primary benefits of our being located in Hong Kong, where many collectibles and toys are manufactured. In some cases, items carried at Action-HQ.com may never be offered in US stores due to supply shortages, licensing rights, or outright lack of demand. Our goal is to give collectors faster access to a better selection of items we believe will appeal to them.

13.  How is the information I give to Action-HQ.com used?
Action-HQ.com is extremely sensitive to our customers' wishes for privacy. Please see our Privacy Policy to learn details regarding our careful treatment of this issue.