FAQ
Q: How do I place an order on bonchicly.com?
A: Once you have chosen your products, add them to your shopping cart by clicking on “ADD TO CART”.
Fill in delivery information(phone number is necessary in case)
Fill in the payment information
Q: Which payment methods do you accept?
A: PayPal, VISA, American Express, Master Card, Shop Pay, Apply Pay and Google Pay are accepted.
Q: Do you ship internationally?
Yes! We ship worldwide. All our custom figurines are shipped directly from our studio in Asia to your doorstep.
Q: Can I change my address?
A: Please contact our customer service team promptly if you need to adjust your shipping address. If your order has not been dispatched yet (i.e., we haven’t handed it over to the courier), you may request an address change. However, once the package has been delivered to the courier—even if tracking information and a tracking number haven’t been updated online—address modifications will no longer be possible.
A: Do you offer free shipping?
A: Yes, we provide free Standard Shipping for orders totaling $89 or more.
Orders below $89 will have a shipping fee of $7.99 to $9.49 (calculated at checkout based on the destination).
Free shipping applies to standard delivery methods only; expedited shipping options may require additional fees.
All free shipping orders are processed within our standard production timeline (see Production Time FAQ for details).
Q: How long does it take to produce my order?
A: Production times for customized products vary based on the item type:
Standard Custom Items (e.g., cups, cardholders):
After confirming the design, production typically takes 2–3 business days.
Custom Toy Figures:
Due to complex 3D modeling and hand-coloring, these require 7–12 business days from design approval to completion.
Please ensure timely design confirmation to avoid delays. For urgent orders, contact our team to discuss expedited production options.
Q: Can I cancel or modify my order?
A: Order cancellation and modification policies depend on the production stage:
Cancellation after design commencement: If you cancel an order once the design process has started, a 50% refund will be issued (due to incurred design costs).
Modifications after design commencement:
1st modification: Free of charge.
Additional modifications: A $9.9 fee will apply per request.
No changes after production starts: If the order has entered the production phase, cancellations or modifications are not allowed. This is because customized products cannot be resold, and production costs are non-recoverable.
Q: What is the status of my order?
A: Once your order has been processed, you will receive an email confirming your order has shipped. track my order
If you do not receive confirmation of email, please check your junk mail. You also can require us to send it again.
Q:How can I find a product on bonchicly.com?
A: Products on the website are organized by category. A product is available to purchase on the website whenever the button “ADD TO CART” appears.
Q: Will I have to pay customs duties or import taxes?
A: For most customers in the United States, United Kingdom, and EU, our parcels are small personal gifts and usually do not incur customs duties.
However, customs regulations vary by country and by order value. In the rare case that your local customs office applies a fee, you will be responsible for any duties, taxes, or import charges.
We always declare packages carefully to minimize the risk of additional charges, but we cannot guarantee tax-free delivery in all regions.
Q: What do you declare on the customs form?
We usually declare items as “Handmade Resin Toy Gift” or “Art Toy Sample”, with a moderate value appropriate for small gifts, to help avoid excessive customs charges.
Q: Can I request a specific declaration or invoice value?
A: If you have special requirements for customs declaration, feel free to leave a note at checkout or contact us immediately after placing your order. We will do our best to accommodate your request.
Q: What if my package is delayed by customs?
A: Delays caused by customs clearance are beyond our control. If your tracking shows the package is held or pending inspection, we suggest contacting your local customs office for assistance.
Q:What’s the delivery timing?
A:Usually it takes 3-15 business days for the packages to arrive. The total delivery timing depends on the specified shipping methods and delivery address. watch more shipping policy
With some carrier services experiencing unexpected delays in transit or slight delays in providing tracking details, we appreciate your patience and understanding in advance. It's our top priority to make sure your orders get delivered to you as soon as possible.
Q: Will the order be shipped in separate parcels?
A: Typically, we ship all items within an order in a single package. However, there may be instances where we need to split your order into multiple shipments, such as when:
Certain items are out of stock and require separate fulfillment.
Product sizes or weights exceed shipping carrier limitations.
Specific items have different production or delivery timelines.
If your order needs to be split, our customer service team will reach out to you promptly to confirm the details and provide updated tracking information for each package.
Q: How to track my order?
A: You could track it by App Shop or track my order. All delivery tracking is available from when you receive the shipping confirmation email.