Frequently Asked Questions

What Currency do you accept?

We accept both USD and HKD. We suggest using USD as the currency.

Do you combine orders?

Orders are usually combined if placed on the same day and shipping to the same address. 

Why is my order status does not update?

Don’t worry! The Order is processed and be prepared for shipment. If there are items not in stock after you paid, we will inform you by email.

Can I modify my order or change the address?

No, unfortunately, we cannot modify orders once they have been placed. All sales are final, sorry for any inconvenience!

If you have input the wrong address and the parcel is returned to us, we will inform you and it is okay to send it again, however, you will need to pay for the postal fee again.

Can I cancel my order after I’ve paid?

No, once the order is paid, we are unable to cancel or edit it.

I Received the broken item/ wrong item / an item is missing

We are sorry for it! Please contact our customer service team with your order number, a photo of the incorrect items. The case must be reported within 7days of completed delivery.

I couldn’t receive my confirmation emails

The confirmation emails is sent automatically from our system, they are typically received shortly after the order is placed.

You confirmation email may be delayed due to high order volume, e.g. new launch or promotions. 

But don’t worry, if you are member with us, you can always check your order by “my account”.

If you have not received your confirmation email within 24 hours after your order is placed, please email our Customer service team for future assistance.

 

I have paid the order but I can't receive any confirmation emails nor anything from Order History

We are sorry if you come across this problem!

If this happens to you, please contact our CS team with the paypal payment record.

Do you ship internationally?

We ship internationally, except some countries with featured sellers or it is forbidden to import airsoft.

In order to provide the best shopping experience for you, it is recommended to reach our featured sellers first.

**We do not ship to Australia, Singapore, Malaysia and People's Republic of China

 

Why can't I choose my country when filling the address?

In order to provide better after sale services, we do not ship to some countries with exclusive distributors and wholesaler. Please check our featured sellers before shopping.

If you cannot choose your countries when filling the address, that means we do not ship to the countries because of restrictions.

 

I am located in Hong Kong/ Taiwan, Can you ship by SF Express?

We can ship by SF Express if you are located in Hong Kong or Taiwan.

Please be noticed that some location may have surcharge charged by SF Express and we will not be responsible for the extra charges.

If you want to ship to SF Store, you may find the SF Store address from here, please fill in the shipping address.

 

 

When will my order ship?

The products are usually ready for shipping within 5 Business days (Weekends or holidays not included) after we received the order.

We ship every 4pm, Friday (GMT+8)if the item is in stock,

However, if there are some big promotions or new launch products, the orders may take a bit longer to process.

 

How are shipping rates calculated?

2024 Jan Updated：
For international trade, we have implemented a system for Taiwan Post for air-registered packets, The postal fee depends by the weight or dimension of each product.

For Hong Kong or Taiwan Districts, we can provide SF Express, please choose accordingly when you check out! :)

*Please note that some of the products have restricted shipping methods.

 

Do I have tracking code for the shipment?

Yes we do. After the order is shipped, the system will send you an email with tracking code and website automatically.

If you have an account with us, you can also access the tracking number for your order there, once it becomes available. You can locate this information under your Account Details, where your full order history is accessible.

 

Will my parcel be charged customs?

Your orders may be subject to import duties and/or taxes and any charges for customs clearance.

All of the charges must be paid by you as ARES has no control of these charges and not responsible for the ordered goods meeting local customs law and/or duties and taxes.

Customs policies vary from country to country, please contact your local customs office for further information.

Please be noticed that no refund will be given if your orders cannot clear from customs.

 

What happens if my order gets stuck in customs?

ARES Eshop and our delivery partner will not handle any customs documentation and formalities, including payment of any applicable tax and duties.

Sometimes this process can take longer and orders may be held by local customs.

 

What happens if my order gets returned by the post office?

Sometimes the postal can be failed. If we get the returned parcel from the post office, we will try to send the parcel to you again, and the 2nd shipping cost will be paid by us.

However, if the second attempt is failed, we will contact you and see if you want to refund the parcel or not. Please be noticed that only the cost of the goods can be refunded, we will not refund the postal fee.