AKAC Toys

Frequently Asked Questions

(1) Orders and Payments

How do I cancel an order?

If you wish to cancel your order, you would need to contact our team via email or by phone as soon as possible.

Can I change my order once it's been placed?

It’s not always possible to change your order details once they have been placed.

Contact our team via the website chat facility including the details of your order as soon as possible.

However, please remember that emails are answered in the order they are received.

During busy periods, we highly advise you that it can take 24 hours to get a response to your message.

Can I place orders over the phone?

Due to privacy and security reasons, we prefer not to accept orders as well as payments over the phone.

Don't worry, our website is 100% secure, which makes shopping safe and easy.

We accept most major credit/debit cards and PayPal. 

If you need any help, our team is more than happy to guide you through the simple process of shopping with us online.

Can I visit your store to see the products before ordering?

Unfortunately, no. We're an online store only at the moment. Everything must be viewed and paid online through our website. 

Can I collect my order from your online store or warehouse?

Yes, we can allow customers to collect their orders at our warehouse.

This will be allowed on two conditions: 

1. You must put your order and payment through our website first.
2. You must allow 1 day notice to contact the warehouse to process the order.
3. During the busy period of 1st October to 22nd December, please allow 1 business day due to demand. (21st April 2023)

How do I track my order?

You can visit the Website Chat upon dispatch which includes a reference number to track your order.

Please be aware that there may be a delay being available for tracking. Not all couriers have a public tracking reference.

What does pre-order mean?

A pre-order means that a specific product is currently out of stock or we are awaiting delivery.

It'll be back in stock according to an estimated release date specified.

Each customer can use our pre-order service to order an item now and receive it when it comes back into stock.

We will dispatch your order item as best as we can once it arrives into our warehouse.

What does 'Awaiting Shipment' means?

'Awaiting Shipment' means awaiting collection from a shipping provider.

What does 'Awaiting Fulfilment' means?

When an order has been placed, an order has not been processed by the customer service team.

Once processed, we would notify the warehouse team. They will move the orders to awaiting shipment.

What does 'Pending' means?

When an order is currently pending, it has to be confirmed by your payment provider.

What does 'Shipped' means?

When an order item has been shipped with a provided tracking number, it will be updated via email.

You will be able to track it depending on your order item and courier.

(2) Warranty and Refunds

What is the warranty on your products?

All our ride on toys carry 6 months warranty on batteries, 12 months warranty on spare parts including inspection and full-service repairs from the date of purchase.

 

What are the procedures for full service repairs, a new product replacement, and refund processes?

Send us an email with photos or videos regarding your issues and include your order id. 12345-Joe Blogs-Battery issue

Our team will help you through troubleshooting some diagnosis and/or replacing a few spare parts free of charge within the product warranty.

If your issues cannot be resolved, then we would investigate the options of repair/replace or refund depending on certain conditions.

If your product cannot be fully repaired then, we would send you a new product replacement or refund within the 12 months product warranty.

Repair/Refund: We will need you to un-assemble the product to its original state, packaging it well and safe into a box that fits. Otherwise, the couriers will not collect the item off you.

We will book a courier for you and collect the product off you free of charge within the 12 months product warranty.

Once your product arrives back to us, then we will repair your product (once fully inspected), send you a new product replacement, or refund your money back in full. All depends on certain conditions.

For further information, please visit our website. 

Please Note: We cannot provide an assembly/disassembly or a call-out service at present time. 

Please Note: Please keep your product box or find a box to return the product back to us. We cannot provide a box at present time.

How long do I need to wait for my refund?

Credit/debit cards will take up to 5 business working days.

(3) Products and Features

Are your products assembled or un-assembled?

 All our products come in flat pack, un-assembled. However we can assemble at an extra charge.

Does your company provide an assembly/disassembly service?

We can provide an assembly/disassembly service but it is subject to the time of the year.

Are the pictures and information visible on each of our product box?

Yes, all product information and images are shown very clearly on each box.

Therefore, we highly advise you to have a different shipping address for gifts.

Are the batteries included?

Due to legal restrictions, we cannot send toys with the batteries connected.

Before charging the toy for the first time, you will have to connect the battery. 

You may need to remove a plastic safety cover from the connecting wire first. Please refer to the manual on how to do it.

These toys have a safety cut off so they will not work while the charger is plugged in.

Please note: Items made from molded plastic may have slight mold irregularities such as small dents in the plastic.

These are an unavoidable side effect of the manufacturing process.

How often should I charge?

You should charge fully before first use.

Never leave the charge unattended when charging or for over 12 hours.

Even when not in use, charge once a month to avoid depleting the battery and damage to it.

Disconnect the battery when not in use to stop it from depleting.