We ship all customer orders Monday-Friday, excluding holidays. Orders placed before 3pm EST will generally ship out the same day. Once shipped, you will be emailed the tracking number(s) for your package(s).
For example: An order placed AFTER 3pm EST on a Friday, will ship out the following Monday (unless that Monday is a holiday).
Are delivery dates guaranteed?
Unfortunately, no. Although the majority of the packages we ship out arrive on or before their “estimated” delivery date, occasionally a package may become delayed during weather related events or factors out of our control. While we do provide tracking numbers for all of our domestic U.S. orders, we must also rely on the carriers to scan the packages throughout transit and update the tracking. If you have any concerns regarding the delivery status of your package, please contact us at [email protected] and we’ll do our best to help!
Free Shipping Details
Free shipping applies to continental U.S. orders of $50 or more, excluding tax & weighing under 25 lbs. If your order qualifies for free shipping, you'll see the option for that method during the checkout process.
To take advantage of Free Shipping:
- Place over $50.00 of eligible merchandise in your shopping cart.
- Proceed to checkout.
- Enter your shipping address details and click “Continue.”
- Select the FREE Shipping option.
- Complete the checkout process.
- Enjoy FREE Shipping!
*Please note that when free shipping is selected, we will ship your order using the most cost-effective shipping carrier/method.
Lost or Damaged Packages
Lost Package Claims
If you have not received your order and feel your package may be lost, please email [email protected]. If your package is in fact lost, we will either replace the package, credit your account for the full amount, or offer you a refund for the full amount of the order.
Before we can file a claim for a lost package, we must allow the carrier the full time allotted for delivery. Here is the timetable for tracking lost packages:
• USPS Express Mail - 10 business days from the day the order was shipped
• USPS Priority Mail - 14 business days from the day the order was shipped
• USPS First Class Mail - 21 business days from the day the order was shipped
If your package was not delivered within the timeframes listed above, please email [email protected].
Please allow us 2 business days to contact the shipping carrier regarding your missing package. We will continue to stay in contact with you regarding updates from the carrier. Most carrier investigations usually take 7-10 business days. Please do not open a PayPal claim against the order, as this will further delay the process.
Damaged Package Claims
If you have received your order, and your package was damaged in transit, please contact us within 48 hours of receipt of your package. Customers with damaged packages can file a claim directly with us by emailing [email protected]. Please keep all packaging (box, packing paper, etc.) for verification purposes. We will most likely request photos and/or the damaged product(s) to be shipped back to us for verification.
Generally, in-store pickup orders will be ready 1-2 hours after placing the order online (within normal store hours). Please leave a valid phone number at checkout so that we can reach you if something changes.
If you selected "in-store pickup" for your order, you will be asked to show the credit card used to place the order and your state issued driver's license or photo I.D. at the time of pickup. For special arrangements, please contact us ahead of time by emailing [email protected].
At this time, our online e-commerce software will only support U.S. and Canadian credit card transactions. However, we DO ship internationally using PayPal! If you are interested in placing an order with us, simply fill out our online “Contact Us” form or email: [email protected] directly with a list of the items you’re looking for and the intended shipping address. We’ll let you know how much the order total will be, including shipping prices. Once confirmed, we’ll send you a PayPal invoice for the order total + shipping (in USD). After payment is received, we’ll ship your order using the agreed upon carrier. (Please read below for customs information.)
Due to United States sanctions, we cannot ship to the following countries: Cuba, Iran, Iraq, North Korea, Syria and Sudan.
Does the shipping I pay you include any customs, duties, or tax fees?
No. Customs, duties, and taxes are not included in your shipping fee paid to us. You will need to pay any customs, duties or tax fees to your local delivery person after your package is processed by customs. Nankin Hobby is unable to determine what your country may charge you for these fees. We suggest that customers contact their local postal carrier or customs department for further information on duties, taxes, or custom fees for their country before making a purchase.
Can you list a lower amount on my invoice?
We cannot list any amount other than the actual amount paid by you on invoices or customs forms, after any discounts; please note that store credit is not a discount, and is taxable. Please do not ask us to list a lower amount, or list your order as a 'gift', as it would be illegal for us to do.
Are International delivery times guaranteed?
Unfortunately, no. Although the majority of the International packages we ship out do arrive in a timely manner, occasionally a package may become delayed during customs processing or weather related events. Please be advised that once a package has left the U.S. border, online tracking may be limited. If you believe your package has been lost, please email [email protected] for assistance.
If you encounter an issue with your shipment, please contact us at: [email protected]. Please include your name and Order ID number (which can be found on your original order confirmation email).