New Customer Guide

Before You Order

HOYOSTAR is an online store specializing in officially released anime and gaming merchandise. This guide outlines our ordering process, shipping timelines, customs information, and policies to help you place your first order with confidence.

• Please read product notes carefully (size, version, packaging, release status).
• Estimated delivery times are not guarantees and may vary by destination and carrier conditions.
• If you have questions, contact us anytime at hello@hoyostar.com.

Order Process – How It Works

Shipping Information

We ship internationally using reliable global logistics partners. Delivery times vary based on destination, customs processing, and carrier performance.

Address Accuracy

Please ensure your shipping address (including apartment/unit number) is correct at checkout. If a package is returned due to an incorrect or incomplete address, reshipping fees may apply.

Tracking Updates

Tracking information will be sent to your email once available. International tracking may update intermittently, especially while the parcel is in transit between countries.

• Tracking may take 24–72 hours to activate after dispatch.
• Some destinations show fewer scans until the parcel reaches the local carrier.
• If tracking shows no movement for an extended period, email us at hello@hoyostar.com.

Customs, Duties & Taxes

International orders may be subject to customs duties, taxes, or import fees determined by your local authorities. These charges are not included in product prices or shipping costs and are the responsibility of the customer.

For orders shipped to the European Union, VAT and handling fees are not included and may be charged by the local carrier before delivery. These charges are set by your country’s customs authority and are not collected or controlled by us.

Returns, Exchanges & Order Issues

Due to the nature of our products, returns or exchanges are accepted only if your item arrives damaged or incorrect.

Missing Packages

If tracking shows “delivered” but you can’t locate the package, please check with household members, neighbors, or your local carrier first. If you still need help, contact us and we’ll assist you.

Pre-Order & Made-to-Order Items

Some products may be listed as pre-order or made-to-order items based on official release schedules. Due to high demand and frequent out-of-stock situations from official sources, actual fulfillment timelines may vary.

• Pre-order items follow the official estimated release date shown on the product page.
• To ensure successful sourcing, we typically allow an additional 1–2 months beyond the official estimate.
• Orders are fulfilled in chronological order based on purchase time, so we recommend placing your order early for priority fulfillment.
• Products without a pre-order label are generally considered in-stock items, with a usual processing time of 1–7 business days.
• Actual sourcing and dispatch progress may still vary depending on availability, and we will contact you by email if there are important updates.
• If your order includes both in-stock and pre-order items, the order will usually be shipped together once all items are ready.
• To receive in-stock items sooner, we recommend placing separate orders for in-stock and pre-order products.

Payment & Security

We accept major payment methods supported at checkout. All payments are processed securely and encrypted to protect your information.

Tip: If your payment is declined, please try another card or contact your bank for authorization.

Need Help?

If you have any questions before or after placing your order, feel free to contact us — we’re happy to help.