Frequently Asked Questions

   

1. Are you the official store?

Yes! We are the official direct-to-consumer store of Beijing FENZ, shipping directly to global fans. We are not a third-party reseller. All products are shipped directly from our official warehouse in Shanghai. By shopping with us, you can purchase 100% authentic official products at the official original price. Enjoy the genuine quality and fair pricing directly from the source.

2. What are "Blind Boxes"?

"Blind Boxes" are a fun and exciting way to shop! Each box contains a random style of anime merchandise (such as figures, acrylic keychains, stands, etc.). The thrill comes from not knowing which specific design you will get, making the unboxing experience unique and full of surprise. We offer a variety of original blind box series for you to collect and enjoy!

3. Which countries/regions do you ship to?

We currently ship to the following markets:
  • North America: United States, Canada
  • Europe: United Kingdom, Germany, France, Spain, Portugal, Netherlands, Ireland, Belgium, Denmark, Sweden, Austria, Italy
  • Asia: Japan, South Korea, Hong Kong, Macau, Taiwan, Malaysia, Singapore, Philippines, Thailand, Vietnam, Indonesia
  • Oceania: Australia, New Zealand
    We plan to open shipping to other regions and countries in the future. Please stay tuned for updates!

4. How long does shipping take?

We partner with top-tier logistics providers like SF Express International, 4PX, DHL, UPS, and FedEx to ensure efficient and reliable delivery. Estimated shipping times are as follows:
  • Hong Kong, Macau, Taiwan: 2-3 days
  • United States: 7-12 days
  • Canada: 10-15 days
  • UK, France, Germany, Spain, Belgium, Netherlands, Portugal: 6-10 days
  • Italy, Austria, Denmark, Ireland, Sweden: 10-15 days
  • Japan, South Korea: 6-10 days
  • Australia: 8-12 days
  • New Zealand: 6-10 days
  • Malaysia, Singapore, Thailand, Vietnam: 4-7 days
  • Philippines: 6-10 days
  • Indonesia: 7-12 days
    Please note: These are estimated times and may be subject to delays due to customs clearance, weather conditions, or other unforeseen circumstances.

5. Will I have to pay customs duties or import taxes?

Depending on your country's customs regulations, some orders may be subject to customs duties, Value Added Tax (VAT), or other import fees. These charges are the responsibility of the recipient and are typically collected by the shipping carrier during the customs clearance process. We cannot predict or control these fees, so we recommend checking your local customs policies before ordering.

6. What payment methods do you accept?

We accept all major credit and debit cards (Visa, Mastercard, American Express), PayPal, Apple Pay, and Google Pay. Our checkout process is designed to be smooth and secure for customers worldwide.

7. Is my payment information secure?

Absolutely. Your security is our top priority. Our store is powered by Shopify, which is Level 1 PCI DSS compliant. This is the highest level of certification in the payment industry. Your payment data is encrypted and securely processed. We never store your full payment information on our servers.

8. Are there any imperfections in the products?

All our products undergo strict quality control before leaving the factory. However, as blind boxes and collectible goods are mass-produced items, there may be very minor and unavoidable production variations (such as slight color differences, tiny mold marks, etc.). These are considered normal within the industry and do not qualify as product defects. We ensure every item meets factory standards. For serious functional damage or quality issues, please refer to Question 10.

9. Can I return or exchange an item?

Due to the random nature and collectible value of blind box items, and to ensure fairness for all customers, we do not accept returns or exchanges without a valid reason.
  • Exceptions: Returns or exchanges are only accepted if the product has a serious, functional defect (e.g., broken parts, major printing errors). Please contact us within 7 days of receiving your order and provide clear photos or video evidence. Once confirmed, we will arrange for an exchange (subject to stock availability) or a refund.
  • Wrong Item Shipped: If you received an incorrect item, please contact us immediately. We will take full responsibility and arrange for the correct item to be sent to you.

10. What if my item arrives damaged?

We are very sorry to hear that! Please contact us within 7 days of delivery and provide a video of the unopened package or clear photos from multiple angles as evidence. Once we confirm the damage occurred during shipping, we will arrange for a replacement (subject to stock) or a refund.

11. How can I track my package?

Once your order has shipped, you will receive an email notification containing your tracking number. You can use this number on the respective courier's website (e.g., SF Express, DHL, UPS) to track your package's status in real-time.

12. How can I contact customer service?

We are here to help! You can reach us through:
  • Email: support@fenz.com(Example email, please replace with your actual one)
  • Contact Form: Use the "Contact Us" form at the bottom of our website.
  • Social Media: DM us on our official social media accounts (e.g., Twitter/X, Instagram).
  • Business Hours: Our customer service team is available from 10:00 AM to 6:00 PM Beijing Time, Monday to Sunday. We will respond to your inquiry as soon as possible.
Friendly Reminders:
  • Support Original: Thank you for supporting Fenzgoods! Every purchase you make encourages our creative efforts.
  • Shop Responsibly: Blind boxes are fun, but please shop responsibly according to your personal needs and budget. Enjoy the thrill of collecting!
  • Double-Check Address: It is very difficult to change the shipping address for an international package once it has been dispatched. Please double-check your shipping information before placing your order.

 

Contact Your Delivery Carrier

Check your tracking number in the order details (email/account dashboard). Match the prefix to the carrier:


•4PX Website: https://track.4px.com/#/ Tracking Number: Starts with 4PX (e.g., 4PX123456789).

•SF Express Website: https://www.sf-express.com/chn/sc Tracking Number: Starts with SF (e.g., SF123456789).

•UPS Website: ups.com/track Tracking Number: Starts with 1Z (e.g., 1Z123456789).

•USPS Website: https://tools.usps.com/go/TrackConfirmAction Tracking Number: Starts with 420 (digits only, e.g., 420123456789).

•DHL Website: dhl.com/tracking Tracking Number: Starts with DHL (e.g., DHL123456789).

Most carriers offer:

Live Chat (Fastest): Available on their website (e.g., DHL/UPS).

Phone Support: Find regional numbers under "Contact Us" (e.g., USPS: +1-800-275-8777).

Email/Form: For non-urgent issues (response within 24-48 hours).

Speed up the process by providing:

Full tracking number

Order date & recipient address

Issue description