FAQ
How can I be sure that I am buying a 100% authentic and original ENTERBAY product?
Select to buy from our official dealers listed on our website (dealer section) or if you are not sure please contact us at info@enterbay.com. When I buy directly from online when do I expect my order to be shipped out? Your order will be shipped out within 48 hours. When do I expect to receive my order? We use Airmail (Hong Kong Post), this usually takes 10-14 days depending on your location. Please only contact us after this timeframe to track your shipment if you have not received the items. All items are shipped from Hong Kong. What if I’ve provided an incorrect shipping address? Please contact our customer service team immediately cs@enterbay.com to update the correct information. What are the standard procedures for pre orders of upcoming products? Check and confirm price listed on our official website. Express your interest by sending email to preorder@enterbay.com (Name, Address, Quantity of Pre order, Tel # & any other special request). You will receive a confirmation email for your pre order. Closer to the date of the new release, we will send you Invoice to your email address which includes shipping charges. Follow payment instructions in the invoice We will send you a confirmation email after we receive your payment. Your order will be shipped on the scheduled date by priority. **Shipping by Normal Air Parcel from What are the payments method accepted for online purchasing? We accept Paypal payments only. Care and Maintenance How can I maximize the life of my ENTERBAY product? Keep the product dry. Do not store or expose the product to high temperature areas or display product in bright lights for over a long period of time as it may cause deformation to the plastic/plastic parts. When cleaning the product what should I be aware of? Do not use harsh chemicals, cleaning solvents, or strong detergents as this may cause destructive chemical reactions. My ENTERBAY figure has black stains on the body is this normal? Although all Official fabricated clothing are specially designed and made for the product, the long term contact between the fabric and the plastic may cause staining on the body.
I have misplaced some accessories that came with the original product how do I go about purchasing replacements for it? You may contact our customer service team to inquire about the availablity for the accessories of our products. Please note that we only produce a limited amount of accessories and parts and cannot guarantee the availability of all items requested. Please handle all items with care. I would like to make some modifications to my ENTERBAY product, what do I need to be aware of? We do not recommend unauthorized alterations such as paint jobs, cleaning etc. as this may cause damage to the product. ENTERBAY is not liable for any repairs or replacement for items that have undergone significant modifications. Returns, Replacements and Repairs
After sales services which include repair and replacement procedures will only be available for items that are purchased from our official ENTERBAY website. We currently do not offer refund for change of mind unless there are discrepancies between the items received from its descriptions on our official website. Replacements, refunds and repairs for products purchased from a Retailer both physical and online stores must be completed with the original seller. If your retailer is one of our wholesale customer, they will contact us and we will follow our return and exchange policy with them to resolve your situation.
What if the information I need is not provided here?
Please email our customer service team cs@enterbay.com or info@enterbay.com , please allow 7 working days for reply.