About Us / FAQ

"What are NAVITO WORLD's Business Hours?"

Business hours for our Pick Up location are as follows:
Mondays to Sundays: 1PM to 8PM

Online orders can be submitted seven days a week. All online inquiries will receive a response within two business days. Orders with in-stock items will be processed and shipped the following business day from when payment is received.

NAVITO WORLD Pick Up location will be closed during Canadian Statutory Holidays and trade show events. Notices will be provided before trade show events occur.

Please follow our social media accounts:
Instagram (@navitoworld)
Facebook
X (formerly Twitter)

 

How can I submit an order?

Click the image below to see the guide on how to submit an order.

How are orders processed? (In-stock orders)

The process of orders as follows:

1. Add products to shopping cart.
2. Once you have added the products, please select Check Out. Avoid using the express check out (ShopPay, Google Wallet, Apple Pay, Android Pay, PayPal) unless you are familiar with the payment system. Check Out button lets you customize how you pay including adding any available discount codes.
3. Enter your user information. An account is required before submitting an order to ensure that your information is registered with your order and to track orders history.
4. Choose between LOCAL PICK UP (if you wish to pick up in person at our Toronto depot) or Expedited Shipping (if you wish to have the item/order shipped out). Tracking is included unless otherwise specified by you.
5. Choose your payment method. If you initially logged in through ShopPay or other express payment service, and you wish to select an alternate payment method, visit this link.
6. Once your order is placed an email will be sent to you the email address you registered on your account with your order confirmation and an order number.

How are orders processed (Pre-orders)

1. Add products to shopping cart.
2. Once you have added the products, please select Check Out. Avoid using the express check out (ShopPay, Google Wallet, Apple Pay, Android Pay, PayPal) unless you are familiar with the payment system. Check Out button lets you customize how you pay including adding any available discount codes.
3. Enter your user information. An account is required before submitting an order to ensure that your information is registered with your order and to track orders history.
4. Choose between LOCAL PICK UP (if you wish to pick up in person at our Toronto depot) or Expedited Shipping (if you wish to have the item/order shipped out). Tracking is included unless otherwise specified by you.
5. Choose your payment method. If you initially logged in through ShopPay or other express payment service, and you wish to select an alternate payment method, visit this link.
6. Once your order is placed an email will be sent to you the email address you registered on your account with your order confirmation and an order number.

Please note that if you select any other payment option other than the following:

• A) “CONSOLIDATED SHIPPING : Payment via PayPal Email Invoice as Products Arrive - only applicable to items arriving within 1 month of each other.” (I want to be issued a PayPal invoice to pay for my item(s)/order to ship out.)
• B) "Interac e-Transfer®" (I want to pay by E-Transfer when the item/order becomes available.) This is applicable for either shipping out or for picking up at our store.
• C) "LOCAL PICKUP : Payment by Cash, Debit, or Credit Card" (I want to pay in store at pick up by Cash, Debit, or Credit Card.)
• D) "LOCAL PICKUP : Payment via PayPal Invoice Email" (I want to be issued a PayPal invoice to pay for my item/order before I visit the store to pick up my item/order.)
• E) "SINGLE ITEM SHIPPING : Payment via PayPal Email Invoice as Products Arrive" (I want to be issued a PayPal invoice to pay for my item/order to ship out.)

Be aware that your payment may be processed immediately without refund. Any cancellation requests for paid orders will be subject to a 5% refund charge to cover costs for transaction fees.

Please note that for all CREDIT CARD (including payments through express checkout such as ShopPay, Google Wallet, Apple Pay, Android Pay, PayPal, and debit/credit payment in store payments charges are final and may not be refunded once the pre-order date has passed.

1. Once your order is placed an email will sent to your account with your order confirmation. Please make a note of the order number.

Combining shipments of multiple items and order numbers is possible as long as the ordered items are:

1. Already in stock; or
2. Pre-ordered items that will be released in the same month or have already arrived at our depot.

If the order includes both pre-ordered items and in-stock items, or several pre-ordered items with different release dates, the order will be divided and quoted/shipped separately.

An additional shipping fee is required to ship out remaining items in a partially fulfilled order.

Release dates of pre-ordered items are subject to change. If a release date has been changed by the Manufacturer, we will update the product's page as soon as we receive that information. For multiple pre-ordered items originally scheduled for release on the same month, the affected items will be divided (quoted and shipped separately) by the months in which the items are scheduled for release.

Additionally, items can be added to an existing order by submitting another order and filling out the Special Instructions portion making sure to mention which order numbers a customer would like to consolidate the order with, as long as the ordered items meet the conditions above. In the case that no special instructions are provided, the orders will be combined as per NAVITO WORLD's discretion. If a certain order is preferred to be shipped individually, the Customer should advise us in the special instructions box, or by replying to the notification email that we send out.

Can I Combine (consolidate) the Shipping of Orders?

Combining shipments of multiple items and order numbers is possible as long as the ordered items are:

1. Already in stock; or
2. Pre-ordered items that will be released in the same month or have already arrived at our depot.

If the order includes both pre-ordered items and in-stock items, or several pre-ordered items with different release dates, the order will be divided and quoted/shipped separately.

An additional shipping fee is required to ship out remaining items in a partially fulfilled order.

Release dates of pre-ordered items are subject to change. If a release date has been changed by the Manufacturer, we will update the product's page as soon as we receive that information. For multiple pre-ordered items originally scheduled for release on the same month, the affected items will be divided (quoted and shipped separately) by the months in which the items are scheduled for release.

Additionally, items can be added to an existing order by submitting another order and filling out the Special Instructions portion making sure to mention which order numbers a customer would like to consolidate the order with, as long as the ordered items meet the conditions above. In the case that no special instructions are provided, the orders will be combined as per NAVITO WORLD's discretion. If a certain order is preferred to be shipped individually, the Customer should advise us in the special instructions box, or by replying to the notification email that we send out.

What is the Availability of Pre-ordered Items?

NAVITO WORLD will ultimately do our best to fulfill all of the Customer's orders. However, in the case of the situation where manufacturing issues occur (such as, but not limited to, production cancellation, manufacturer closure, manufacturer error), NAVITO WORLD may remove the affected items. We ask for your consideration when this occur as this is out of our control.

Availability of pre-ordered items is determined by the manufacturer. In rare instances, due to an item's production and/or distribution plans, a manufacturer may cancel production of a product, and NAVITO WORLD may be required to cancel a pre-existing pre-order with customers.

Due to the nature of the character/hobby industry, delays in release dates can occur.

At times, items may also get cancelled without prior notice or NAVITO WORLD may receive lower quantities than planned due to limits in the manufacturing process. Reasons that this may occur include but not limited to problems in production and/or distribution issues due to unforeseen circumstances.

What's the Payment Method for Orders?

PayPal – All PayPal payments are processed immediately upon submission. Some mature products cannot be purchased with PayPal and cannot be shipped internationally due to any local country regulations where we are shipping to. For any support regarding PayPal’s services, please contact PayPal directly.

Credit Card (including express checkout (ShopPay, Google Wallet, Apply Pay, Android Pay) – Credit card payments are processed immediately upon submission. Payments are processed via Online Payment Gateway System. Pre-orders paid for by Credit Card may not be refunded.

Payment when Picking Up at Navito World – One government-issued ID is required to pick up your order at Navito World. We accept Cash, Interac Debit, Visa, and Mastercard only.

Pre-Order Payments – All preorders should be processed using this option. We will charge customers once their pre-orders have arrived at our shipping centre. Please note that if you select any other payment option other than “CONSOLIDATED SHIPPING : Payment via PayPal Email Invoice as Products Arrive”, "Interac e-Transfer®", "LOCAL PICKUP : Payment by Cash, Debit, or Credit Card", "LOCAL PICKUP : Payment via PayPal Invoice Email", "SINGLE ITEM SHIPPING : Payment via PayPal Email Invoice as Products Arrive", your payment may be processed immediately without refund.

How is the Total Amount of an Order Calculated?

The total amount of an order is comprised of the following components:

• Merchandise Price
• Shipping & Handling Fee
• Local Taxes (if purchased within Canada)

International Import Fees/Taxes are determined by your country’s government if purchased from outside of Canada and if shipping from Canada to another country, thus this amount is not available at online checkout.

Can I still submit a Pre-Order even after the Pre-Order Deadline?

Yes! You definitely can submit an order on any item on Pre-Order even after the Pre-Order Deadline as long as there is Pre-Order stock available.

Will you re-stock sold out items?

We are not able to re-stock sold out items. This is due to the nature of production by the manufacturer. Once an item is officially released, the product is no longer in production, thus the stock is limited.

We also do not buy-back or purchase 2nd hand figures from customers. We recommend that you check back in the future in the event that the manufacturer decides to make a re-run of the sold out item.

For items still on Pre-Order, but are Sold Out, you may request to be added to a waiting list. Please sign up for an account if you have not done so, and send us an email with the SKU number as provided on the product’s page (below the name of the product), and if you plan to pick up or have the item shipped out to you.

When is the Payment Due for an Pre-Order?
Payment is due within seven days from the date that an email notification is sent out, and/or your PayPal invoice is sent out. An order confirmation email will be sent informing the Customer of the total amount due, once an order is ready to be shipped.

Pre-ordered items will be invoiced after items arrive at our depot and are ready to be shipped. If an order is divided into multiple shipments due to their separate arrival dates, each shipment will be invoiced separately. An additional shipping fee is required to ship out remaining items in a partially fulfilled order.

Payment deadlines cannot be extended.

Stock status for orders past invoice due date are not guaranteed.

What About Customs Declarations?

Items will be declared by their website value and cannot be modified. By law, we must declare all items properly in each invoice.

Depending on the Customer's country of residence and postal service, the Customer may have to pay import duties/taxes when items are received. These taxes are levied by the Customer's local/national government and NAVITO WORLD encourages all customers to research any taxes or fees for receiving parcels from overseas.

Under no circumstances will NAVITO WORLD accept responsibility for import taxes or duties, nor will NAVITO WORLD be able to refund any money paid to receive an order. These fees are paid to the Customer's respective government and are not connected with NAVITO WORLD in any way.

NAVITO WORLD is not able to give specific information regarding a particular country's taxation procedures or fees.

Do I Have to Pay Customs Taxes on an Order?

Customs Taxes and Import Duties are the sole responsibility of our customers.

Please note that all customers should check with their local post office/customs agency to determine what taxes (if any) they may have to pay for importing items.

NAVITO WORLD does not accept responsibility for any import taxes or duties your country may levy on international shipments.

What are the Shipping & Handling Fees?

Shipping & Handling Fees (S&H) will be calculated based on the Canada Post Postal Rates, but may vary. Posted S&H fees at online checkout are estimates, and we may request customers to pay an additional shipping fee depending on the parcel size and weight. Click here to see Canada Post shipping rates by weight/region as an estimate. If you are curious about the shipping cost of any items please feel free to contact us any time before ordering. We will gladly quote any in-stock items.

Pre-order items S&H costs cannot be determined until NAVITO WORLD receives the item. We will notify you within the invoice if we require additional shipping fee.

If your order is shipping partially (for example, 1 of 2 items (or more) is available), we will ship out the available item first following your shipping address confirmation. An additional shipping fee is required for future items as they arrive.

I cannot use the discount code provided. What should I do?

Please ensure that you are logged in and that the shipping address is registered on your account. The discount code is only available for customers residing in the Canadian Provinces of Ontario and Quebec.

The discount code is only available after a customer's first purchase, and cannot be used for orders shipping outside of the mentioned Canadian Provinces regardless if the account is registered for a shipping/billing address in the mentioned Canadian Provinces.

If a customer uses the discount code and the order is shipping outside of the mentioned Canadian Provinces, we will hold the order and require the customer to pay the difference of the amount discounted.

For any questions or inquiries regarding the discount code, please send us an email or use the contact us page.

Do You Provide Gift-Wrapping Services?

Gift-wrapping services are not available. We cannot add birthday cards, gift notes, etc to packages. Also, all items are inspected for quality before leaving our warehouse and because of this we cannot accept requests for "perfect boxes", etc.

Can I Cancel an Order That I Have Made?

Order Cancellations initiated by a customer are not accepted automatically. Cancellations will be assessed and reviewed by NAVITO WORLD on a per case basis. Cancellations are subjected to a 5% penalty to refund payment due to processing fees subjected to NAVITO WORLD by payment processing companies (i.e., bank). To avoid this please chose any of the alternative payment options to pay when product arrives at the depot as follows:

• A) “CONSOLIDATED SHIPPING : Payment via PayPal Email Invoice as Products Arrive - only applicable to items arriving within 1 month of each other.” (I want to be issued a PayPal invoice to pay for my item(s)/order to ship out.)
• B) "Interac e-Transfer®" (I want to pay by E-Transfer when the item/order becomes available.) This is applicable for either shipping out or for picking up at our store.
• C) "LOCAL PICKUP : Payment by Cash, Debit, or Credit Card" (I want to pay in store at pick up by Cash, Debit, or Credit Card.)
• D) "LOCAL PICKUP : Payment via PayPal Invoice Email" (I want to be issued a PayPal invoice to pay for my item/order before I visit the store to pick up my item/order.)
• E) "SINGLE ITEM SHIPPING : Payment via PayPal Email Invoice as Products Arrive" (I want to be issued a PayPal invoice to pay for my item/order to ship out.)

Be aware that your payment may be processed immediately without refund. Any cancellation requests for paid orders will be subject to a 5% refund charge to cover costs for transaction fees.

Depending on the cancellation frequency, ratio of cancelled orders to unfulfilled orders, and reason(s) of cancellation by the customer, NAVITO WORLD reserves the right to stop taking orders from a customer.

If you have any questions, please feel free to ask us beforehand by e-mail or phone. We will be glad to help you out.

Why Has My Order Been Cancelled?

Although infrequent, NAVITO WORLD will inform a customer of any order cancellations. Possible reasons for a cancellation include:

1. NAVITO WORLD emails did not reach the customer. Please confirm that the provided email address is correct and that emails can be received from @navitoworld.com without being blocked by SPAM and email filters. Smooth email exchanges are essential to complete your transaction as confirmation and payment emails will be provided via email
2. A request was made to finalize an order, but a response was not received. This can occur if information (e.g. a name or shipping address) received by NAVITO WORLD is illegible, or when an order might have been accidentally double-ordered (receiving two identical orders overnight). An email will be sent to clarify the issue before proceeding with the order. If a reply is not received from the customer after a certain period, NAVITO WORLD will choose to cancel the entire order.
3. There is an outstanding issue with a previous order. When there is an outstanding issue between a customer and NAVITO WORLD, NAVITO WORLD cannot accept any further orders from that customer until the issue is resolved.
4. The product's release itself has been cancelled, or there is a sudden supply shortage due to an unforeseen manufacturer or distributor issue. In the case that this occurs, NAVITO WORLD sincerely apologizes for the cancellation and appreciates your patience and understanding on this matter.
5. An order was determined to exceed customer purchase limits. In order to protect all customers and to make sure that there is a fair chance to purchase items for all customers, NAVITO WORLD can issue Order Limits for certain high-demand, low supply items. If it is determined that an account has ordered items beyond the stated purchase limits, any items exceeding the purchase limit will be cancelled. The account holder will be notified in the case that such an issue occurs.

My Order has Shipped, but Why is My Order Taking Too Long to Arrive?

If a customer feels that an order is taking too long (over 2 weeks for EMS and over 6 weeks for SAL shipments), the customer should first obtain the parcel's tracking/delivery confirmation number (provided by NAVITO WORLD) and ask their domestic post office about the parcel's delivery status.

The package may be waiting at the receiver's local post office, or may be in customs at the port of entry. Postal carriers cannot leave an EMS package without a signature by the receiver. Unregistered SAL shipments, however, may be left outside. Please look for an Undeliverable Shipment notice in your mail box. The notice should state where and when a package is available for pick up.

If your local customs office has detained the package for evaluation, you will need to contact them to discuss the package’s release. Navito World can provide tracking numbers if necessary, but cannot intervene with your country’s customs regulations.

If the post office was unable to deliver the package due to a customer error (wrong address/undeliverable package), and the parcel was returned to NAVITO WORLD, an additional postage charge for re-delivery when needed, plus a return-to-sender shipping fee, plus an administration fee of $3.00 CAD. If we do not receive a reply from the customer, it is deemed that the order cancelled without refund. If the customer no longer wishes to receive the order, a 5% refund charge will be applicable depending on which payment method the customer used to submit payment.

What Happens if the Parcel Gets Damaged During Transportation, or Stolen After Delivery?

If any damage occurs during shipment, NAVITO WORLD will need the customer's cooperation to make a claim with their domestic post office.

If a customer thinks something may be wrong with their parcel, the following steps should be taken:

• EXTREMELY IMPORTANT! Pictures of the parcel should be taken before opening.
  
• The parcel should be opened with a post office representative present if possible. If the item inside is broken, please file a damage report with the local post office and they should be able to resolve the problem. In the case of disputes, the customer’s Local Post Office is the responsible party for filing a damage report.
• Please note that for uninsured shipments NAVITO WORLD will be unable to provide refunds/replacements for damage caused during shipment.

In the event that a parcel's tracking information shows as delivered, then our responsibility for completing the order has been completed. If you suspect that your parcel has been stolen or misdelivered, please contact your local postal service to open an investigation. You can contact us, and we will assist with what we can.

Why Does My Order Look Different from the Images Shown on the Website?

Since NAVITO WORLD lists merchandise (in Pre-Order) before the final products are ready for sale, most images shown in our catalogue are from prototypes or samples presented by the manufacturer. There may be inconsistencies between the prototypes and the ones produced for retail. Additionally, some products have sections that need hand painting at the factory, which can cause individual differences in the product.

Occasionally, the customer may notice small imperfections in paint or parts on an item. These are naturally occurring inconsistencies caused by the mass-production process.

Where is the Location of Your Pick-up Depot?

Our pick-up depot is located at:
1008 Danforth Avenue
Toronto, Ontario
M4J 1M2 CANADA
Phone: 1 (416) 205-0008
(located near TTC Donlands Subway Station along Line 2 - Green Line)

What are the hours of operation?

Our business hours for the pick-up depot are everyday (Mondays to Sundays) between the hours of 1pm to 8pm. Please provide at least one day advance notice before you come to pick up your order.

What if I have any Other Questions?

Please contact us and a NAVITO WORLD representative will get back to you within two business days.