Shipping, Refund & Anti-Fraud Policy

SHIPPING POLICY

Last updated: 28 Aug 2025

Order Processing

Orders are processed within 3 business days after payment confirmation (excluding weekends and public holidays).

Delivery Time

Estimated delivery: 9-14 business days, depending on destination and customs clearance.

Shipping Methods

We ship via Hongkong Post, SF Express, and FUUFFY. All shipments include tracking numbers.

Free Shipping Eligibility

  • Orders over USD $150 qualify for free standard shipping
  • Exceptions: Hong Kong, South America, Mexico
  • Suspended airmail regions: Surface Parcel (7-10 weeks delivery)
  • Small parcels under 1kg may qualify for airmail

Pre-Order Shipping

Pre-order items ship once all items are in stock. Additional fees apply if you request separate shipping of in-stock items.

Holiday Shipping Notice

Delays may occur during peak periods including Black Friday, Lunar New Year, Easter, and Christmas.

Shipping Damage Policy

  • Refuse delivery if parcel arrives visibly damaged
  • Courier returns damaged parcels at no cost; replacement will be arranged
  • Partial refunds offered for damage discovered after opening (with photographic evidence)
  • Factory defects are not covered

REFUND POLICY

Returns & Refunds

  • No change-of-mind returns accepted
  • No returns for opened/used items
  • What you see is what you get - all items are accurately photographed and described
  • Condition as photo

Cancellation Policy

  • Cancellations within 72 hours: 7% processing fee
  • Cancellations after 72 hours: 20% processing fee
  • Store Credit option: no cancellation fee applied
  • Pre-orders cannot be cancelled once confirmed

ANTI-FRAUD POLICY

Last updated: 29 January 2026

Our Commitment to Secure Transactions

Mobile Garage HK is committed to providing a secure shopping experience for legitimate collectors and enthusiasts. To protect both our business and honest customers, we have implemented comprehensive anti-fraud measures.

1. Customer Account Requirements

  • All customers must create an account and sign in before checkout
  • Account information must be accurate and verifiable
  • Repeat fraudulent activity will result in permanent account suspension

2. Order Information Accuracy

  • Customers confirm that all shipping and billing information provided is accurate and truthful
  • Providing false information may result in order cancellation and account suspension
  • We reserve the right to verify customer identity for high-value orders (over USD $150)

3. Proof of Delivery & Shipment Documentation

Photographic Evidence:

  • All orders are photographed before packaging and shipping
  • Tracking numbers are provided for all shipments via Hongkong Post, SF Express, or FUUFFY
  • Delivery confirmation or signature records are retained for all orders
  • This documentation serves as proof of shipment and delivery condition

4. Fraudulent Chargebacks

Chargebacks filed for items that have been successfully delivered (with tracking confirmation) are considered fraudulent.

We will contest all fraudulent chargebacks with full documentation including:

  • Photographic proof of item condition before shipping
  • Tracking records showing successful delivery
  • Delivery signature confirmation
  • Customer account and communication history

5. Consequences of Fraudulent Activity

  • Permanent account ban and blacklist from future purchases
  • Information will be shared with payment processors and fraud prevention networks
  • Legal action may be pursued for significant fraud cases

6. Pre-Order Fraud Prevention

  • Pre-orders cannot be cancelled once confirmed (as per our Refund Policy above)
  • "Change of mind" is not a valid reason for chargebacks on pre-order items
  • ETA dates are estimates and subject to change; delays do not constitute grounds for fraudulent disputes
  • Customers acknowledge pre-order terms at checkout

7. Refund & Return Fraud

Legitimate Returns vs. Fraud:

  • Our standard policy: No change-of-mind returns and no returns for opened/used items
  • Claiming an item is "defective" or "not as described" when it matches our product photos and description is considered fraud
  • Factory defects are not covered under our shipping damage policy

Acceptable Reasons for Returns:

  • Shipping damage (reported immediately with photographic evidence)
  • Incorrect item sent (verified by our records)
  • Item significantly different from description (rare, requires proof)

8. Customer Acknowledgment

By completing a purchase at Mobile Garage HK, customers acknowledge and agree to:

  • ✓ All order information provided is accurate and complete
  • ✓ Shipping address is correct and accessible for delivery
  • ✓ Pre-order terms including non-cancellable status and ETA flexibility
  • ✓ Our refund policy: no change-of-mind returns, no returns on opened items
  • ✓ Photographic proof and tracking records will be used to verify all claims
  • ✓ Fraudulent chargebacks will result in permanent account suspension
  • ✓ All terms outlined in this Shipping, Refund & Anti-Fraud Policy

Contact Us

For questions about this policy or to report legitimate issues with your order, please contact us. Response time: Within 24-48 hours.

Important Terms (applicable to all orders):

  • Some products may be in short supply, and the ordered quantity may be reduced or cancelled
  • Distribution is based on first-come-first-served delivery
  • If the store fails to provide the goods, the paid deposit will be refunded
  • Cancellations or changes to orders are not accepted after the order has been placed