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Frequently Asked Questions

  1. Is it safe to use my credit card on your site?
    Shopping at bonbonisland.com is safe. Protecting the safety of your credit card information is important to us. We use the sophisticated encryption technology to protect the security of your credit card information as it is transmitted to us.

  2. What forms of payment do you accept?
    We currently accept Visa, MasterCard, Discover, American Express, and Paypal. If you choose the Paypal for the payment method, you have to have an account with Paypal in advance. If you don't have an account with Paypal, please go to Paypal to open an account first.

  3. What is the status of my order and where is my order history?
    Your order status will be available 24 hours after your order has been placed, by simply clicking on the My Account at the top menu. If you don't see the My Account on the menu, First log in. Then you will see My Account on the menu. After clicking the My Account, it will show the order status and all your order history.

    The invoices of all the orders are available at your account. If you'd like to print, click the view button there.

  4. Product search ?
    Type a keyword of the item you look for in the SEARCH box, then it will show all the products related to the keyword. Or if you know a model # of an item, just type it in the search box.

  5. Shipping ?
    1. The shipment will go out via UPS, FedEx or USPS unless otherwise requested.
    2. We ship to the continental 48 US States Only. For Alaska, Hawaii, APO, FPO, all off-shore U.S. territories and possessions & the international shipping, please contact us.
    3. Please remember that UPS & FedEx do not ship to P.O. Box addresses.

  6. How long will it be before I receive my order?
    Generally, all orders will go out in 2-10 business days from receipt of your order. And how long it will take depends on what shipping method you choose. Deliveries are generally not made on weekends or holidays, and extra time should be allowed during holidays.

  7. Cancelling or altering an order after the checkout?
    If you wish to cancel your order, you can notify us by email providing your name, order number and email address before we have dispatched the goods to you.

    If you cancel your order right after purchase, there will be 15% cancellation fee due to the automatic payment process.

    If you cancel your order after 2 days (48 hours) from the date you place an order on dropship items, there will be 30% cancellation fee due to the processed order status by manufacturers and the automatic payment process.

    If you alter your order after 2 days (48 hours) from the date you place an order, there will be 30% fee to the altered item(s) due to the processed order status by manufacturers.

  8. Partially Filled Orders
    For an order with multiple different items, sometimes that order will be partially filled and shipped without prior notice. Because of the nature of the dropship transaction, it is very difficult to know the availability of a certain item from manufacturers. But it happens rarely.

  9. Damaged/Incorrect Products or Incomplete Orders ?
    1. If you have received an incorrect item, or if you believe that part of your order is missing, please immediately send an email to us. In your message indicate your name, order number, and email address, and provide as much detail as possible about the situation. We will take appropriate steps for your benefit after investigation.
    2. If you have received a damaged item, we will be happy to replace it, assuming a comparable replacement is available. But claims must be made within 3 days of receipt of your order by Contact Us. Otherwise, we don't unfortunately accept your claims. We also might ask for the proof such as taking a picture of the damaged part and emailing it to us.

  10. Returns & Exchange ?
    You can return or exchange goods you have ordered from us for any reason at any time within 7 days of receipt for a partial refund or exchange. And there are some exceptions as referred to in clause 7.d and 7.e.
    1. The product(s) to be returned or exchanged must be new (not damaged and used) in the original box.
    2. The costs of returning or exchanging goods shall be borne by you.
    3. Upon receipt of the goods from you, we will give you a refund after deducting A 30% RESTOCKING FEE and shipping cost, or we will send you the one you want to exchange after charging the 30% RESTOCKING FEE and shipping.
    4. Items you can't return or exchange: all the miniatures(tall ship, cruise ship, boat, yacht, case of model ships) and all the cardboard cutout standups.
    5. All sales are final for the custom ordered products and you can NOT return the products.

  11. What are cookies? Do I need to enable cookies on my browser to shop at bonbonisland.com?
    1. A cookie is a small amount of data that is sent to your browser from a web site and is stored on your computer's hard drive. If your browser's preferences allow it (most browsers are installed with cookies enabled), each web site can send its own cookie to your browser. To protect your privacy, cookies do not store personal information but instead use anonymous unique identifiers. Each web site can only access the cookie they have sent to your hard drive, not the cookies sent by other web sites.
    2. You need to enable cookies on your browser to enjoy all the shopping features at bonbonisland.com. Cookies need to be enabled on your browser so you can add products to your shopping cart and to access your account information. If you share your computer with others and you do not want them to have access to your account information, be sure to log out before leaving your computer unattended. You can log out by clicking on the Log Out on the top menu.

  12. Do you charge sales tax on any item?
    Sales tax will be added to orders being sent to California. And the sales tax rate is 9.00%.

  13. Emails in the spam folder
    Sometimes emails from us are treated as spam for some unknown reason. Therefore checking your spam folder in your mailbox once in a while might be worthy.


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