F.A.Q: Ordering 
F.A.Q's Available Description
Answers to common questions about Takatoku, Bandai, or Joons Valkyries

Answers to common questions ordering, payments, shipping information from the Valkyrie Exchange
Answers to common questions about Yamato/Toycom or the Macross Plus Valkyries
Answers to common questions about Toynami and the Robotech toys!
Coming soon!

Select an topic: Last Updated (3/03)

> Shopping on our Online Store
> Product availability and Stock Status
> International Orders
> Preordering Toys
> Payments Options
> Shipping Options
> Returns, Exchange, and Order Cancellation Policy

Shopping the Online Store (back to top..)

Q:  How do I purchase from your store?
A: Simply, browse through the catalog and select the quantity you want of each toy and proceed to checkout.  We accept payments via all major credit cards, money order, personal check, PayPal, Yahoo Paydirect, Billpoint, and even Western Union wire transfers.  Our shopping cart securely processes credit card purchases as well as a seamless integration to PayPal!

Q:  Is shopping at VALKYRIE-EXCHANGE.COM secure ?
A: Yes!  Our payment processes, Authorize.net and PayPal both use 128 bit encryption when processing your payment information. 

Q:  What currency is your store quoting for the merchandise?
A: All items are priced in US Dollars.  For currency exchange conversion, please visit this www.xe.com.

Q. How long does it take to get orders processed and shipped?
A.  Generally, orders are shipped within 48 hours unless it falls on a US Holiday.   Priority Mail shipments are dropped off daily while FEDEX Ground shipments go out every Monday, Wednesday and Friday.  Delivery  usually takes about 3-7 business days for US addresses (depending on shipping option selected) while International orders will take anywhere from 7-14 days to arrive, plus any additional delays from the customs office of the destination country. 

We notify customers when the item is shipped and if possible when to expect delivery. 

Q. If I decide to send a payment through the mail, how much time do I have to send it? 
A:  We give U.S customers 7-10 business days to send payments while International customers are given 12 business to send payment.  Please pay promptly.  Orders that are not paid within the given deadline may be sold to other customers.

Q. I can't seem to add no more than one item in my shopping cart?  What's wrong? 
A:  Please check your browser settings and make sure that it is set to accept cookies.  Our shopping cart uses "cookies" (temporary files that carry your shopping cart purchases).

Also, check to see how you are entering our site.  If you use "httpS://www.valkyrie-exchange.com" the "S" will cause problems with adding merchandise into the shopping cart.  Please use "http://www.valkyrie-exchange.com"

Product Availability and Stock Status (back to top..)
 

Q. How often is product availability updated on the site?
A:  We update the store just about every other day.

Q. How do I know if an item is in stock and ready to ship?
A:  We carefully monitor our inventories on a daily basis.  However, to help users get a better idea of the product availability, we use the following stocking terms.

Stock Type Definition
In Stock This status indicates that we have ample quantities available for ordering.
Limited Stock This status indicates that we have a low quantity of units available for ordering.
Very Limited Stock This status indicates that we are down to the last 1-2 units.
Backorder This status indicates that we have temporarily sold out of this item and am waiting for additional units to come in.   In most instances, we will provide an estimate of when more units will arrive.  If a one or more items are on backorder in a customer order, we will ship out the current in stock items and ship the remaining items when they arrive.  Customers will be informed if an item is scheduled to ship at a later date than expected.
Sold Out This status indicates that either we 1) no longer carry this product 2) have discontinued offering this product or 3) cannot obtain any additional stock for this item.

 

International Orders (back to top..)

Q: How do I purchase from your store if I live OUTSIDE the US?
A: Our shopping cart is able to calculate shipping charges for all international orders (Outside the US).   Standard shipping for international orders is AIR MAIL.   Express Mail shipping can be selected but requires the customer to email us directly for processing.  Express mail shipping is extra.

Our shopping chart  is integrated securely to take credit cards or PayPal paymets .  If you plan to use other payment methods, please select the payment option and we will provide instructions how to make your payment.

Q. What methods can I send a payment to you?
A.  For international customers, we can accept money orders, wire transfers, or payment through PayPal.  All funds will need to be paid in US dollars.  For more information about the payment options, click here!  Please do note that our payment processor does not take credit cards for all countries.  This is out of our control.

Q. How long does it take to get International orders processed and shipped?
A.  Generally, international orders are shipped the within 48-72 hours.  We ship items via Air Mail, which usually takes anywhere from 7-14 business days for delivery, plus any additional delays by the customs office of the destination country.

Q. Can I request express mail delivery?
A.  Yes, we can ship via express mail if the customer makes the request.  Some international countries will REQUIRE express mail delivery.  Please inquire with us if you have questions.
 

Preordering Items (back to top..)

Q: How do I preorder toys that will be released at a later point?
A.  Fill out the preorder form at the following link below.  Please specify which quantity you want preorder for each toy. Preorders can be found at the link here!

Q. How do you collect payments for preorders? When do I have to pay?
A.  We begin taking payments about 3-4 weeks before an time is released in order to process orders, prepare shipping labels and get shipping supplies ready. Once the item arrives, all our efforts are focused on shipping.  Since we've done most of the legwork by this time, we usually get orders out within the same day or next day when the item arrives!

Q. Do I need to make a deposit to secure my preorder?
A.  We do NOT  take deposits for preorders (items we expect to carry in stock).  However, we request all customers to complete the transaction of the preorder.  Cancellations are frowned upon since we commit to making sure all preorders are filled and always buy enough inventory to cover orders.  Cancellations, especially the late ones that occur after we secured our order with our own suppliers, cause us to overstock merchandise.   Thus, please make a preorder only if you intend on completing the purchase.

Q. How do I cancel a preorder?
A.  Please email us and let us know that which item(s) you would like to cancel.   Also, please note that we appreciate advance notices on preorder cancellations.  Please do not wait until the last minute to cancel your preorder (ie. when the product is being shipped to us from our distributor)

Payments  (back to top..)

Q. What types of payments do you accept?

All payments below are welcome.  However, please see comments regarding each type of payment.  


Payment  Type

Description
MC/Visa/Discover We can take your credit cards directly.  Please note that our shopping cart will charge your card in real time.

If you want to submit your credit card information to us, follow the link here!
 
MC/Visa/AMEX by PayPal This service is offered through PayPal.  It's a free service that allows people to send payments to other people using credit cards or taking funds directly from your checking account.  Sign up for a free account today using this link!!! The preferred method of payment by the Valkyrie Exchange. Orders will be processed immediately using this form of payment
 
MC/Visa by Yahoo Paydirect This service is offered through Yahoo.  It's a free service that allows people to send payments to other people using credit cards or taking funds directly from your checking account.
 
Money Order The other preferred method of payment by the Valkyrie Exchange. Orders will be processed immediately using this form of payment.
 
Personal Checks Buyers have to wait until check clears before the shipment is mailed. This will delay (up to five business days) your order from shipping. ***Please be sure to have sufficient funds when sending personal checks. Returned checks are subject to a $15 processing fee on top of your order.
 
Bank Check You can purchase a bank check from your local bank. However, this option is more expensive than using a money order as payment.  Orders will be processed immediately using this form of payment.
Cashier's Check ou can purchase a cashier's check from your local bank.. However, this option is more expensive than using a money order as payment.  Orders will be processed immediately using this form of payment.
Western Union Wire Transfer This secure option is provided for those who do not have means to via any other option mentioned above.
Cash NOT recommended! This option is only suggested for International buyers who cannot obtain International money orders or checks.  Buyers must be willing to accept the risk of losing payment in the mail.  The Valkyrie Exchange cannot be held responsible for loss of payment while in delivery.  For security purposes, the Valkyrie Exchange recommends that payments should be sent with a signature release, via registered mail.

Q. Where can I find payment instructions?

Follow this link

Q. If I decide to send a payment through the mail, how much time do  I have to send it? 
A:  We give U.S customers 7-10 business days to send payments while International customers are given 12-15 business to send payment.  If you send the payment, please email us so we set your merchandise aside.

Q. Who should I make the payments to? 
A: All payments should be made payable to: "Kevin Lam"

Q: Where do I mail the payment?

Kevin Lam
VALKYRIE-EXCHANGE.COM
27023 McBean Pkwy Unit # 207
Valencia, CA 91355
U.S.A

Shipping  (back to top..)

Q: How is shipping charges assessed?
A: Shipping charges are assessed by the weight of the package.  Since orders will vary, each order will be calculated by the total weight.  Our shopping cart will calculate shipping totals. For some international deliveries, express mail shipping is required. We reserve the right to require express mail shipping.   If you have more questions, please inquire with us about express mail shipping requirements.

Q: What shipping options are offered?
A: For US customers, we offer FEDEX GROUND (4-7 business days for delivery) or USPS Priority Mail (Average of 2-3 business days for delivery).  PO BOX/APO/FPO addresses must elect Priority Mail delivery.

Buyers have the option to request for next day delivery (at additional costs) USPS Express Mail.  Please inquire with us about using express mail.

International buyers will receive shipping via Air Mail (average 7-14 business days depending on destination and customs).  Insurance is highly recommended as well. (See Below) For some international countries, express mail shipping may be the only shipping option due to shipping problems we've had in the past with lost packages.  Please inquire with us about this restriction.  We reserve the right to upgrade international orders to express mail delivery.  

Q: How long does it for my item to ship?
A:  For in stock items, we ship Priority Mail Monday through Saturday (except U.S Postal holidays).  For FEDEX ground, we drop shipments off every Monday, Wednesday, Friday.

Q. Can I request express mail delivery?
A.  Yes, we can ship via express mail if the customer makes the request.

Q: Is insurance included with each order?
A: FEDEX Ground includes a standard $100 insurance  of coverage.  Customers may elect to purchase additional insurance if the order total exceeds this amount.  Insurance is OPTIONAL for USPS Priority Mail.   While we rarely encounter problems in past with US Postal Services or other carriers, we recommend insurance on all orders.   We also recommend that all international customers request for shipping insurance. 

Insurance is assessed by the total value of the order and is paid for by the buyer. If you elect not to buy insurance and by sure misfortune the package becomes damaged or lost while in route to you, the Valkyrie Exchange CANNOT be held responsible.

Q: Is there a tracking number to verify the status of my shipment
A:  For U.S residents, we email a tracking number for FEDEX Ground deliveries or a delivery confirmation for USPS Priority Mail.   However, please keep in mind that the USPS Delivery Confirmation Number only verifies that the package has been delivered.  It does not show status of delivery and the package location whereabouts.   Due to limitations by the USPS, we do not offer tracking numbers for delivery to APO addresses.

Q: How can do ensure the items you ship will be received in good condition?
A:  For all orders, we carefully wrap each item in foam wrap or bubble wrap.  All open spaces are filled with either foam or unprinted newspaper to ensure the contents of a package are never tossed around during delivery.

Return and Exchange Policy (back to top..)

Q: What is your policy for returns, exchanges, and order cancellations?

ORDER CANCELLATIONS:

Orders can be cancelled if the item has not been processed for shipping.  However, buyer shall receive the refund minus a 15% restocking fee.  There is a minimum $5.00 charged for order cancellations.  Please be sure to double check your order before submission.  Buyers all can elect to take store credit to avoid the restocking fee.

RETURNS (AFTER ORDER IS SHIPPED):

If the item is already shipped out, there are no refunds or exchanges if a customer decides that he/she does not want the item.

CD Music and DVD VIDEOS:

We will happily exchange defective DVD or CD for same title.  Please note that we cannot accept refunds on Region 2 Imported DVDs once they are opened by the customer.

DEFECTIVE MERCHANDISE:

Defective items will be happy exchanged.  Buyers must contact us within 5 days after receiving the defective item to arrange for an exchange.   If we are out of stock on a replacement, we will offer store credit or a full refund.   Please note that we reserve the right to examine the item to determine misuse/abuse before issuing an refund or exchange.   If an item is returned, all contents must be included; otherwise, we cannot process an exchange, credit, or refund.

Buyer are responsible for postage charges when returning merchandise.   If you have a defective toy, please contact us upon receipt of the toy for instructions.