Shipping Insurance — Claims & Replacement Policy
As of June 25, 2026, we now offer additional shipping insurance for all purchases. This page provides up-to-date details on our insurance and replacement policies.
Before Filing a Claim
Additional insurance must have been purchased prior to your order. If you opted out, you will only be eligible for the default coverage provided by our shipping partner.
How to File a Claim
If you purchased additional insurance, please fill out the helpdesk form to begin the process. Claims must be submitted within 5 business days of delivery. If your item has not yet been delivered, please wait 30 days from the date of your first tracking movement before filing an undelivered/lost shipment claim — we are unable to open a lost shipment case prior to that window.
Coverage by Product Type
Clothing: Covers shipping damage (rips, tears, etc.) and production issues (such as misprints, etc.), all of which are eligible for replacement upon submission of the required photos. Replacements will be issued — refunds are not available unless this item has been discontinued.
Collector Condition Figures (items listed as "Collector Condition" at time of purchase): Covered to ensure your item arrived without issue, upon receipt of the required photos of your shipment and its contents. Replacements will be issued — refunds are not available unless this item has been discontinued.
Regular Condition Figures (items not listed as "Collector Condition" at time of purchase): As disclosed prior to purchase, Regular Condition figures may have slight imperfections upon arrival. If your item arrives with significant shipping damage, it is covered under your additional insurance upon receipt of the required photos. Replacements will be issued — refunds are not available unless this item has been discontinued.
Damaged Box Items: As these items are listed as damaged prior to purchase, they are not eligible for coverage under this additional insurance. If insurance was purchased on a damaged box item, we will refund your insurance fee for that item.
If you purchased additional insurance, please fill out the helpdesk form to begin the process. Claims must be submitted within 5 business days of delivery.
Disclaimers & Exclusions
Documentation Requirements
To be eligible for any replacement, the claimant must submit photographs of each defective or damaged item, along with its original shipping packaging, within 5 calendar days of the confirmed delivery date. Failure to provide the required documentation within this timeframe will result in permanent ineligibility for replacement or refund, regardless of the nature of the claim.
Items Not Received / Missing Packages
If the applicable shipping carrier marks a shipment as delivered, Horrormerch.com assumes no liability for packages reported as missing or undelivered thereafter, and no replacement will be issued under such circumstances. In the event that items are missing from within an otherwise delivered shipment, we will conduct an internal inquiry with our warehouse and fulfillment network, provided that such a claim is submitted within 5 calendar days of the confirmed delivery date.
Claims Deadline
All claims — including but not limited to damaged items, missing items, and shipping-related issues — must be initiated within 5 calendar days of the confirmed delivery date. Claims submitted after this period will not be considered, and no replacement, refund, or further support will be provided.
Insurance Non-Refundability
All insurance fees are final and non-refundable at the time of purchase. Insurance premiums will not be refunded under any circumstances, including but not limited to: successful delivery without incident, order cancellation, or ineligibility of the insured item for coverage.
If you purchased additional insurance, please fill out the helpdesk form to begin the process. Claims must be submitted within 5 business days of delivery.