Order Process

1. How can I get started after I open my Hoyoyo account?
Thank you for your register, before purchase please go to “My Order” and click "Recharge" to upload your bank details and fill in the relevant information. Hoyoyo will confirm your payment as soon as possible. After the payment being confirmed, available balance will be shown, at this time you may enjoy your shopping.

2. How can I submit an order?

The steps to place an order is very simple, as long as the submission of goods and related website URLs and information on it.

2 (a). Login HOYOYO, select My Order → New Bidding / Purchase

Select Bidding / purchase, paste product URL and fill in the product information and submitted

2 (b). You can enter the Rakuten or Yahoo product URL to the search bar and place order directly on the page.

2 (c). Browse by the web that Clone by HOYOYO , find the product directly on the page and place order.(For Japan shopping senior users)

3. How does Hoyoyo charge?
We breakdown the costs into two parts:
Part 1- Japan Section Billing:
Product price with tax + Domestic shipping (if any) + Japan Bank Transfer Handling fee (300 JPY each time)

**If the product is purchased from an online store, 8% Consumption tax may occur**
**Domestic shipping fee is the cost incurred by Japanese sellers sending items to Hoyoyo Japan warehouses. If seller locates as far as Hokkaido or Okinawa, shipping costs will be higher and takes longer than usual. **
**Japan Bank Transfer fee will be charged according to the actual payment, detailed instructions: Hoyoyo Order Procedures 4. **

Part 2 - International Freight:

Freight is divided into two types (post office air freight or post office sea freight).

Detailed price list, click on the link below to view: 

Estimate shipping cost:  https://sg.hoyoyo.com/help~logisticsprice.html    

**Special warehouse operation request, the operation costs are as follows:

A. When goods arrived to the warehouse, can I request to unbox the product and take pictures of goods?
1. Yes, but this is a special warehouse operation, so additional service costs may be charged. The cost may different depends on the product size or shape. Hoyoyo advises customers to ask our customer service for quotations before hand.

B. If I want to avoid damages during transportation, can I request special strengthen packaging?
Yes, the special strengthening such as: put more bubble wrap in the box, repackaging the original box, additional costs will be generated. Quotation can be requested from customer service before ship.

4. If I bought more than one merchandise from the same seller, would Hoyoyo be able to waive the bank transfer fees for other items?
1. Most sellers are open to consolidate the parcels if individuals make orders at the same time; Amazon (third-party seller) / Yahoo auction / Mercari individual sellers, Hoyoyo can try to communicate with sellers for consolidation, and the final cost will be charged according to the actual payment.

2. Individuals wish to consolidate, please place orders within 24 hours. If Hoyoyo made payment to seller and resulting in more than one bank charges, customers shall bear the extra bank handling fees.

5. Is it necessary to top up before make an order?
Priori top up is appreciated, but not necessary. Individuals can pay at the time you check out, but cash-on-delivery not accepted.

6. How many top-up channels?
Paypal service, the fastest and most convenient recharge method.
** Note: 3.9% service fee will be charged by PayPal**

7. When can I receive the goods after I make the shipping order?

After manage ship out ,

1. It takes around 7 - 10 days by Post office air freight.

2. Post office sea freight generally takes one to one and a half months to arrive.

8. Can we place order to reservation / pre-order item ?

Yes, as long as the guests are willing to pay the full item price, reservation / pre-order item are same like normal item.

9. Can we refund the excess balance after finish ordering ?

Yes, refunding to Paypal account, customer will be leaded to Paypal option the refund process takes 4-5 working days.

10. How do we know when the parcel arrive to Hoyoyo Japan warehouse?

Hoyoyo will notify by email , so please always make sure the provided contact phone number is valid in order to receive the latest platform information and the status of the goods.

11. When a bidding process, there is enough fee in my account to pay for the price of the goods, but when the bidding price at the time is exceed the remaining fund in my account. Can I continue placing the order?

No, you must top up first before you can bid again.

12. If you lose the auction, will the fund be returned to the account? Is any service charges on it ?

The fund will be returned to Hoyoyo account, after the closing or cancellation of the transaction, Hoyoyo will return the amount to the customer's account .

Hoyoyo will not charge you the service fee if the transaction is not successful: unsuccessful, no charge.

13. If I place order other than Hoyoyo platform, can Hoyoyo to help me pay on behalf of it?

Sorry, we can't . In order to protect the interests of all customers and unnecessary disputes, all the purchase process must be handled by Hoyoyo platform to facilitate customers access to payment records and tracking of goods.