Frequently Asked Questions

Welcome to our FAQ page, where you can find answers to the most commonly asked 
questions about our company, products/services, policies, and more.

General Questions

Products/Services Questions

Account Questions

Pay Later / On Release

1. General Questions

What is your return policy?
We want you to be satisfied with the products you buy from us.
Our return policy lasts 14 calendar days. If 14 calendar days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.
Please read more about our Return/Refund Policy here
How do I track my order?
Once your order has shipped, you will receive a tracking number via email. You can use this number to track your order on our website or on the carrier's website.

Track your order HERE
I made a mistake in my Shipping Address?
If you make a mistake when entering your Shipping Address and the package(s) is/are returned to us you will need to wait until the package(s) arrives back at our warehouse before we can re-ship it back to your correct address.
IMPORTANT: You will need to pay the shipping again and we DO NOT accept the cancelation of your order. No refunds will be given in this case.
Can I modify my order?
If you need to modify your order, please contact our customer service team as soon as possible. We'll do our best to accommodate your request.
What is your order cancellation/refund policy?
- If your order was placed before 24 hours have passed (from the hour/day you placed the order -Order Date-) you can cancel the order (please send us a request by email including your Order #SC-xxxx-164). We will then proceed to cancel & refund your order (minus the Shopify Payment Processor fees of 3.9% + $0.30 which are non-refundable).

- If your order was placed after 24 hours have passed (from the hour/day you placed the order -Order Date-) you can cancel the order (please send us a request by email including your Order #SC-xxxx-164). We will then proceed to cancel & refund your order (minus a 15% Restocking Fee).

Please note that refunds may take up to 10 business days to be credited to your method of payment (credit card).
If you have any questions, please contact us.
Can I cancel my Pre-Order?
- Please read our Pre-Order Terms & Conditions before placing Pre-Orders on our website.

Can I partially cancel my Pre-Order or Order?
No, we do not accept partial cancellations of Pre-Orders or Orders after they are placed.
You will need to cancel the whole order in this case.

Same conditions as above apply.
I am considering making a Chargeback to my Credit Card because I haven't received my pre-order or order, what are my options?
Please, before making a Chargeback to your Credit/Debit Card Bank we would truly appreciate that you contact us before to sort things out. We will definitely workout something with you. We are here to maintain a good business relation with our valued customers. 
Do you have a physical store?
Currently, we do not have a physical store. We are an online retail business only.

1. Finding Products

Search for Products
Know exactly what you want? Or perhaps you're just searching for a diecast model car? Use our comprehensive Search box located in the upper middle of our site (desktop) or top left near the menu sandwich (mobile) to find the exact product you need, or browse through the results that fit your criteria. You can enter a product number or even a partial description of the product. You can be as broad as "red car" or as specific as "hot wheels premium red toyota car".
Search for Brands
Looking for that hot new brand? The quickest way to find your favorite brands is by using our Complete Brand List. The Complete Brand List is located by clicking the 'Shop By Brands' menu tab. Click 'See Them All...' to see a complete list of brands. Every brand is listed alphabetically. Please note that is always adding new brands to the list.
Product Description
After you have found the perfect product, you can read the benefits and usage tips on each product detail page. The information is located beneath the product details. All the available colors, formulations, and sizes are listed below the detail text.

2. Collector Box

Do you offer combined shipping or Build a Collector Box?
As of January 20th, 2024 we stopped offering the option to Build A Collector Box.
However, if you wish to combine orders to reach the Free Shipping threshold of CAD$150.00 or US$110.00 please contact us. We will certainly work something out with you.

Account registration, sign in, password & linked accounts

Resetting Your Password
If you have forgotten your password, click the "Reset Password" link on the bottom of our website (under "Your Account") and enter your email address. We will send you an email to reset your password.
Changing Your Login Email Address or Password
You can change your account email address and password on the Account Information page. All your email subscriptions and order confirmations will be sent to your new email address.

Pay Later or Pay On Release

1. Pay Later
Normally we offer the Pay Later option on all our Coming Soon items. You will only be charged 1 week after you have placed your order.
2. Pay On Release
We offer the Pay On Release (No Upfront Payment) option on all our Pre-Order items.
You will only be charged the 1st day of the month of the Pre-order item(s) Release Date. 
If you mix Pre-Orders with different Release Dates the charge will be done the 1st day of the month of the earliest Release Date.

IMPORTANT: If you mix Pay Later items with Pay On Release Pre-Orders you will be charged 1 week after you have placed your order for all the items in that order.

You can read our Pre-Order Terms & Conditions HERE
3. Why do some Pre-Order items require Upfront Payment?
The reason we sometimes require the payment of a pre-order upfront is because the Distributor requires from us the total payment of our pre-order (some Hot Wheels Boulevard and Car Culture Series).
We require the upfront payment to secure the necessary quantities to fulfill the pre-orders.