Contact Horrormerch.com

Before Contacting The Helpdesk, Please Browse Our Frequently Asked Questions Below As This Is The Fastest Way To Get Answers To Your Questions.


Where Are My Clothing Items?
Using Coupons
Where Are My Figures?
Collector Condition/Regular Condition Figures
Split Shipping
180 Day Pre-Order Policy
Cancellations/Returns
Automatic Cancellation Policy
Damaged Shipments
Missing/Incorrect Items
Missing Shipments Shown As Delivered
Items Returned To Us/Incorrect Address
Why Are You Not Answering My Emails?
Anything Else?

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Where Are My Clothing Items?

All clothing items are printed or restocked directly for your purchase.

As these items go into production (with various origin print shops) as soon as you hit the confirm purchase button, we are unable to modify sizing, change designs or cancel items otherwise.

The majority of clothing designs are printed and shipped directly from the source printshop and usually ship within 5-10 business days (this does not include weekends or holidays) from your purchase date.

Some designs, labeled as Pre-Order (as listed in the title of the product prior to purchase), are directly restocked for your purchase. Depending on the license, design or print method will vary their direct restock time. As these items are printed at print shops outside of our control, we are unable to control when they are directly reprinted or restocked. As soon as you place your order, they are reserved for you and they will ship as soon as they are reprinted and restocked. Discounts and Gift Card Credits are not available if release dates are changed at any point.

Pre-Order shirts (as listed in the title of the product prior to purchase) do not have an exact restock/release date, but they will be sent as soon as they are available.

If your purchase contains more than one shirt, your shirts may ship separately at no additional cost to you. If your purchase contains shirts and Pre-Order figures (as listed in the title of the product prior to purchase), your shirts may ship separately at no additional cost to you.

As your items are directly reserved at the time of purchase, they are not able to be directly changed or modified. As these items require a non-refundable deposit, cancellation requests will only be given at our discretion and your purchase would be refunded minus the non-refundable deposit as listed in the product description prior to purchase, within your shopping cart prior to purchase and within your purchase receipt after purchase.

Due to the made to order/direct restock nature of these items for you, the shirts are not able to be returned. If there is an issue with an incorrect size sent to you or print defect, please fill out the helpdesk form and we will be able to help you with these issues.

As Of Jan 01, 2021 - we will no be longer holding purchases or Pre-Order items open after 180 days (6 months from purchase). If a Pre-Order item takes longer than 180 days (6 months from purchase) to be released or restocked, we will send out a digital Gift Card (that does not expire) as a replacement for these items that have not yet been released or restocked. Any remaining in-stock items will be sent, but the items that are not able to ship outside of 180 days will then be cancelled and a Gift Card will be sent. This includes all clothing items, figures, masks, etc. if they are not released/restocked within the 180 days (6 months from purchase) time frame.

With this Gift Card, you will also be able to receive 15% Off In-Stock (Pre-Order items are not available for this discount) Currently Shipping Clothing Items and In-Stock Figures + Collectibles when you use the code "GIFTCARD" at checkout. This discount can only be used once per account and will only be directly available to only accounts that have an active/open Gift Card.

Be sure to check your spam/filtered emails for restock updates, Gift Cards and other information if your Pre-Order items (as listed in the title of the product prior to purchase) do not ship within 6 months.

If the 180 day mark is close, but items are scheduled to arrive within 1-2 weeks, this will be waived and orders will still be fulfilled to their available capacity.

Any free/bonus items within your purchase may also be cancelled as they do not carry any actual monetary value within your purchase. If you did not receive an update or Gift Card for any paid item (not including free/bonus items), please fill out the helpdesk form and we will be able to help you with these updates.

If your purchase contains the Buy 3 - Get 2 Free promotion, the last two shirts within your purchase are considered free/bonus items that do not carry any monetary value towards your purchase. These shirts will still ship when they are available, but these free/bonus items can not be switched or refunded as they do not carry any actual monetary value within your purchase and are only available while supplies last. If you receive a Gift Card to swap out a paid shirt design within the Buy3 promotion, all free/bonus items will be cancelled as they can not be carried over to different purchases. Please visit http://buy3.horrormerch.com/ for more direct information about this promotion.

Any customer causing issues within our email or social media, creating disputes, or causing forced cancellations within our Automatic Cancellation Policy will incur an added cancellation fee as you have already paid a Non-Refundable Deposit at the time of purchase for these items to reserve them for you.

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Using Coupons

As we have a few different "staple" coupons that we have been using over the years - please visit these pages for more direct information and screen shots of the discounts in action:

Buy 3 Shirts - Get 2 Free:
Please visit http://buy3.horrormerch.com/ for more direct details as bonus items are only available while supplies last

Buy 3 POPs - Get 1 Free:
Please visit http://freepop.horrormerch.com/ for more direct details as bonus items are only available while supplies last

As we have multiple other coupons available at different times - any rules, exclusions or other details are listed in the product or category description prior to purchase. Please visit those direct products or collections for more information as the rules and exclusions may vary.

ONLY ONE DISCOUNT COUPON CAN BE USED PER PURCHASE - DISCOUNT COUPONS ARE NOT ABLE TO BE ADDED AFTER YOUR PURCHASE


Any customer causing issues within our email or social media, creating disputes, or causing forced cancellations within our Automatic Cancellation Policy will incur an added cancellation fee as you have already paid a Non-Refundable Deposit at the time of purchase for these items to reserve them for you.

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Where Are My Figures

Please visit the Pre-Order Release Schedule for upcoming release dates

If your purchase contains only In-stock figures (not labeled as Pre-Order - as listed in the title of the product prior to purchase) these items will usually ship within, if not sooner than, 3-5 business days (this does not include weekends or holidays).

If your purchase contains Pre-Order figures (as listed in the title of the product prior to purchase), depending on your purchased items will vary your ship dates.

Smaller items (POPs, Retro figures, etc.) and smaller purchases containing Pre-Order figures (as listed in the title of the product prior to purchase) may be split shipped at no additional cost as items are available.

Larger items (7 inch figures, etc.) or larger purchases containing Pre-Order figures (as listed in the title of the product prior to purchase) are single shipment purchase that will ship when all items within the purchase are available. If you would require in stock items to ship sooner than the Pre-Order items (as listed in the title of the product prior to purchase) we would recommend creating two separate purchases or you can Contact Our Split Shipping Page for a split shipping request and additional shipping purchase.

ALL RELEASE DATES ARE SUBJECT TO CHANGE AT ANY TIME - Discounts and Gift Card Credits are not available if release dates are changed at any point.


As Pre-Order items (as listed in the title of the product prior to purchase) are scheduled to be released/restocked, we will be directly emailing updates for your purchase. Be sure to check your spam/filtered emails for updates as we will not have any exact ship dates, until we email you directly.

In-Stock items are not able to be cancelled or refunded, regardless of ship times. These items are already reserved for you and on our shelves waiting to ship when your Pre-Order items (as listed in the title of the product prior to purchase) arrive to ship. As these items require a non-refundable deposit, Pre-Order cancellation requests will only be given at our discretion and your purchase would then be refunded minus the non-refundable deposit as listed in the product description prior to purchase, within your shopping cart prior to purchase and within your purchase receipt after purchase.

Due to the fragile nature of these items, the figures are not able to be returned. If there is an issue with an incorrect item sent to you or defect, please fill out the helpdesk form and we will be able to help you with these issues.

As Of Jan 01, 2021 - we will no be longer holding purchases or Pre-Order items open after 180 days (6 months from purchase). If a Pre-Order item takes longer than 180 days (6 months from purchase) to be released or restocked, we will send out a digital Gift Card (that does not expire) as a replacement for these items that have not yet been released or restocked. Any remaining in-stock items will be sent, but the items that are not able to ship outside of 180 days will then be cancelled and a Gift Card will be sent. This includes all clothing items, figures, masks, etc. if they are not released/restocked within the 180 days (6 months from purchase) time frame.

With this Gift Card, you will also be able to receive 15% Off In-Stock (Pre-Order items are not available for this discount) Currently Shipping Clothing Items and In-Stock Figures + Collectibles when you use the code "GIFTCARD" at checkout. This discount can only be used once per account and will only be directly available to only accounts that have an active/open Gift Card.

Be sure to check your spam/filtered emails for restock updates, Gift Cards and other information if your Pre-Order items (as listed in the title of the product prior to purchase) do not ship within 6 months.

If the 180 day mark is close, but items are scheduled to arrive within 1-2 weeks, this will be waived and orders will still be fulfilled to their available capacity.

Any free/bonus items within your purchase may also be cancelled as they do not carry any actual monetary value within your purchase. If you did not receive an update or Gift Card for any paid item (not including free/bonus items), please fill out the helpdesk form and we will be able to help you with these updates.

Any customer causing issues within our email or social media, creating disputes, or causing forced cancellations within our Automatic Cancellation Policy will incur an added cancellation fee as you have already paid a Non-Refundable Deposit at the time of purchase for these items to reserve them for you.

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Collector Condition/Regular Condition Figures

As we have been noticing more collectors are looking for the best condition boxes they can receive for their displays, we have started up a Collector Condition system for most figures as they are released/restocked.

POP Figures

Collector Condition POP figures (including CHASE Figures) will be inspected for any box corner issues, figure/box discoloration and any possible off center print issues. These POPs will also be shipped within a POP protector, bubblewrapped and shipped with USPS insurance in case of any issues during shipping.

Regular Condition POP figures will be inspected for any massive display issues (large damage, etc), however they may contain slight imperfections that are not able to be replaced due to the regular condition of the item. These items will also be bubblewrapped when shipped, but depending on your shipping choice at check out may not include USPS insured shipping.

The difference with the Collector Condition is that the box is thoroughly inspected for flaws, shipped in a POP protector and also insured by the USPS. The figures themselves are the same figure and there are no physical, packaging or paint variances (except for CHASE figures) between the Regular Condition or Collector Condition figure.

If your Regular Condition purchase includes Economy or USPS first-class shipping at check out, any issues or damages are not able to be covered by USPS insurance and these items are not able to be replaced or given store credit. Purchases with Standard or USPS Priority Mail are insured by the USPS (up to $50) any extra insurance required by the customer will require an additional purchase to insure any total over $50.

As the USPS has implemented stricter (and in person) inspection requirements for damaged packages, we are no longer able to offer direct refunds for damaged items. If you would require a direct refund, you will need to start a Claim with the USPS (https://www.usps.com/help/claims.htm) and visit your local post office for their physical inspection and claim process otherwise.

7 Inch/Other Figures

7 Inch Figures, and other collectibles (Retro cloth, 3.75 inch figures, etc) are also becoming available to ship in Collector Condition as well.

Collector Condition figures will be inspected for any slight box corner issues, figure/box discoloration, card stock imperfections and any possible off center print issues. These figures will also be double bubblewrapped and shipped with USPS insurance in case of any issues during shipping.

Regular Condition figures will also be inspected for any massive display issues (large damage, etc), however they may contain slight imperfections that are not able to be replaced due to the regular condition of the item. These items will also be regularly bubblewrapped when shipped, but depending on your shipping choice at check out may not include USPS insured shipping.

The difference with the Collector Condition is that the box is thoroughly inspected for flaws, double bubblewrapped and shipped with USPS insurance. The figures directly are the same figure and there are no physical, packaging or paint variances between the Regular Condition or Collector Condition figure.

If your Regular Condition purchase includes Economy or USPS first-class shipping at check out, any issues or damages are not able to be covered by USPS insurance and these items are not able to be replaced or given store credit. Purchases with Standard or USPS Priority Mail are insured by the USPS (up to $50) any extra insurance required by the customer will require an additional purchase to insure any total over $50.

As the USPS has implemented stricter (and in person) inspection requirements for damaged packages, we are no longer able to offer direct refunds for damaged items. If you would require a direct refund, you will need to start a Claim with the USPS (https://www.usps.com/help/claims.htm) and visit your local post office for their physical inspection and claim process otherwise.

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Split Shipping Purchases

If your purchase contains Pre-Order figures (as listed in the title of the product prior to purchase), all shipments are single shipment purchases that will ship when all items within the purchase are available. If you would require in stock items to ship sooner than the Pre-Order items (as listed in the title of the product prior to purchase) please Contact Our Split Shipping Page for a split shipping request and additional shipping purchase.

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180 Day Pre-Order Policy

As Of Jan 01, 2021 - we will no be longer holding purchases or Pre-Order items open after 180 days (6 months from purchase). If a Pre-Order item takes longer than 180 days (6 months from purchase) to be released or restocked, we will send out a digital Gift Card (that does not expire) as a replacement for these items that have not yet been released or restocked. Any remaining in-stock items will be sent, but the items that are not able to ship outside of 180 days will then be cancelled and a Gift Card will be sent. This includes all clothing items, figures, masks, etc. if they are not released/restocked within the 180 days (6 months from purchase) time frame.

With this Gift Card, you will also be able to receive 15% Off In-Stock (Pre-Order items are not available for this discount) Currently Shipping Clothing Items and In-Stock Figures + Collectibles when you use the code "GIFTCARD" at checkout. This discount can only be used once per account and will only be directly available to only accounts that have an active/open Gift Card.

Be sure to check your spam/filtered emails for restock updates, Gift Cards and other information if your Pre-Order items (as listed in the title of the product prior to purchase) do not ship within 6 months.

If the 180 day mark is close, but items are scheduled to arrive within 1-2 weeks, this will be waived and orders will still be fulfilled to their available capacity.

Any free/bonus items within your purchase may also be cancelled as they do not carry any actual monetary value within your purchase. If you did not receive an update or Gift Card for any paid item (not including free/bonus items), please fill out the helpdesk form and we will be able to help you with these updates.

If your purchase contains the Buy 3 - Get 2 Free promotion, the last two shirts within your purchase are considered free/bonus items that do not carry any monetary value towards your purchase. These shirts will still ship when they are available, but these free/bonus items can not be switched or refunded as they do not carry any actual monetary value within your purchase and are only available while supplies last. If you receive a Gift Card to swap out a paid shirt design within the Buy3 promotion, all free/bonus items will be cancelled as they can not be carried over to different purchases. Please visit http://buy3.horrormerch.com/ for more direct information about this promotion.

Any customer causing issues within our email or social media, creating disputes, or causing forced cancellations within our Automatic Cancellation Policy will incur an added cancellation fee as you have already paid a Non-Refundable Deposit at the time of purchase for these items to reserve them for you.

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Cancellations/Returns

Figures:

In-Stock items are not able to be cancelled or refunded, regardless of ship times. These items are already reserved for you and on our shelves waiting to ship when your Pre-Order items (as listed in the title of the product prior to purchase) arrive to ship. As these items require a non-refundable deposit, Pre-Order cancellation requests will only be given at our discretion and your purchase would then be refunded minus the non-refundable deposit as listed in the product description prior to purchase, within your shopping cart prior to purchase and within your purchase receipt after purchase.

Due to the fragile nature of these items, the figures are not able to be returned. If there is an issue with an incorrect item sent to you or defect, please fill out the helpdesk form and we will be able to help you with these issues.

ALL RELEASE DATES ARE SUBJECT TO CHANGE AT ANY TIME - Discounts and Gift Card Credits are not available if release dates are changed at any point.


If your purchase contains Pre-Order figures (as listed in the title of the product prior to purchase), all shipments are single shipment purchases that will ship when all items within the purchase are available. If you would require in stock items to ship sooner than the Pre-Order items (as listed in the title of the product prior to purchase) please Contact Our Split Shipping Page for a split shipping request and additional shipping purchase.

As Of Jan 01, 2021 - we will no be longer holding purchases or Pre-Order items open after 180 days (6 months from purchase). If a Pre-Order item takes longer than 180 days (6 months from purchase) to be released or restocked, we will send out a digital Gift Card (that does not expire) as a replacement for these items that have not yet been released or restocked. Any remaining in-stock items will be sent, but the items that are not able to ship outside of 180 days will then be cancelled and a Gift Card will be sent. This includes all clothing items, figures, masks, etc. if they are not released/restocked within the 180 days (6 months from purchase) time frame.

With this Gift Card, you will also be able to receive 15% Off In-Stock (Pre-Order items are not available for this discount) Currently Shipping Clothing Items and In-Stock Figures + Collectibles when you use the code "GIFTCARD" at checkout. This discount can only be used once per account and will only be directly available to only accounts that have an active/open Gift Card.

Be sure to check your spam/filtered emails for restock updates, Gift Cards and other information if your Pre-Order items (as listed in the title of the product prior to purchase) do not ship within 6 months.

If the 180 day mark is close, but items are scheduled to arrive within 1-2 weeks, this will be waived and orders will still be fulfilled to their available capacity.

Any free/bonus items within your purchase may also be cancelled as they do not carry any actual monetary value within your purchase. If you did not receive an update or Gift Card for any paid item (not including free/bonus items), please fill out the helpdesk form and we will be able to help you with these updates.

If your purchase contains the Buy 3 - Get 2 Free promotion, the last two shirts within your purchase are considered free/bonus items that do not carry any monetary value towards your purchase. These shirts will still ship when they are available, but these free/bonus items can not be switched or refunded as they do not carry any actual monetary value within your purchase and are only available while supplies last. If you receive a Gift Card to swap out a paid shirt design within the Buy3 promotion, all free/bonus items will be cancelled as they can not be carried over to different purchases. Please visit http://buy3.horrormerch.com/ for more direct information about this promotion.

Any customer causing issues within our email or social media, creating disputes, or causing forced cancellations within our Automatic Cancellation Policy will incur an added cancellation fee as you have already paid a Non-Refundable Deposit at the time of purchase for these items to reserve them for you.

Clothing Items:

As these clothing items go into production (with various origin print shops) as soon as you hit the confirm purchase button, we are unable to modify sizing, change designs or cancel items otherwise.

Due to the made to order/direct restock nature of these items for you, the shirts are not able to be returned. If there is an issue with an incorrect size sent to you or print defect, please fill out the helpdesk form and we will be able to help you with these issues.

As your items are directly reserved at the time of purchase, they are not able to be directly changed or modified. As these items require a non-refundable deposit, cancellation requests will only be given at our discretion and your purchase would be refunded minus the non-refundable deposit as listed in the product description prior to purchase, within your shopping cart prior to purchase and within your purchase receipt after purchase.

As Of Jan 01, 2021 - we will no be longer holding purchases or Pre-Order items open after 180 days (6 months from purchase). If a Pre-Order item takes longer than 180 days (6 months from purchase) to be released or restocked, we will send out a digital Gift Card (that does not expire) as a replacement for these items that have not yet been released or restocked. Any remaining in-stock items will be sent, but the items that are not able to ship outside of 180 days will then be cancelled and a Gift Card will be sent. This includes all clothing items, figures, masks, etc. if they are not released/restocked within the 180 days (6 months from purchase) time frame.

With this Gift Card, you will also be able to receive 15% Off In-Stock (Pre-Order items are not available for this discount) Currently Shipping Clothing Items and In-Stock Figures + Collectibles when you use the code "GIFTCARD" at checkout. This discount can only be used once per account and will only be directly available to only accounts that have an active/open Gift Card.

Be sure to check your spam/filtered emails for restock updates, Gift Cards and other information if your Pre-Order items (as listed in the title of the product prior to purchase) do not ship within 6 months.

If the 180 day mark is close, but items are scheduled to arrive within 1-2 weeks, this will be waived and orders will still be fulfilled to their available capacity.

Any free/bonus items within your purchase may also be cancelled as they do not carry any actual monetary value within your purchase. If you did not receive an update or Gift Card for any paid item (not including free/bonus items), please fill out the helpdesk form and we will be able to help you with these updates.

If your purchase contains the Buy 3 - Get 2 Free promotion, the last two shirts within your purchase are considered free/bonus items that do not carry any monetary value towards your purchase. These shirts will still ship when they are available, but these free/bonus items can not be switched or refunded as they do not carry any actual monetary value within your purchase and are only available while supplies last. If you receive a Gift Card to swap out a paid shirt design within the Buy3 promotion, all free/bonus items will be cancelled as they can not be carried over to different purchases. Please visit http://buy3.horrormerch.com/ for more direct information about this promotion.

Any customer causing issues within our email or social media, creating disputes, or causing forced cancellations within our Automatic Cancellation Policy will incur an added cancellation fee as you have already paid a Non-Refundable Deposit at the time of purchase for these items to reserve them for you.

Masks:

In-Stock items are not able to be cancelled or refunded, regardless of ship times. These items are already reserved for you and on our shelves waiting to ship when your Pre-Order items (as listed in the title of the product prior to purchase) arrive to ship. As these items require a non-refundable deposit, Pre-Order cancellation requests will only be given at our discretion and your purchase would then be refunded minus the non-refundable deposit as listed in the product description prior to purchase, within your shopping cart prior to purchase and within your purchase receipt after purchase.

Due to the fragile nature of these items, the masks are not able to be returned. If there is an issue with an incorrect item sent to you or defect, please fill out the helpdesk form and we will be able to help you with these issues.

As Of Jan 01, 2021 - we will no be longer holding purchases or Pre-Order items open after 180 days (6 months from purchase). If a Pre-Order item takes longer than 180 days (6 months from purchase) to be released or restocked, we will send out a digital Gift Card (that does not expire) as a replacement for these items that have not yet been released or restocked. Any remaining in-stock items will be sent, but the items that are not able to ship outside of 180 days will then be cancelled and a Gift Card will be sent. This includes all clothing items, figures, masks, etc. if they are not released/restocked within the 180 days (6 months from purchase) time frame.

With this Gift Card, you will also be able to receive 15% Off In-Stock (Pre-Order items are not available for this discount) Currently Shipping Clothing Items and In-Stock Figures + Collectibles when you use the code "GIFTCARD" at checkout. This discount can only be used once per account and will only be directly available to only accounts that have an active/open Gift Card.

Be sure to check your spam/filtered emails for restock updates, Gift Cards and other information if your Pre-Order items (as listed in the title of the product prior to purchase) do not ship within 6 months.

If the 180 day mark is close, but items are scheduled to arrive within 1-2 weeks, this will be waived and orders will still be fulfilled to their available capacity.

Any free/bonus items within your purchase may also be cancelled as they do not carry any actual monetary value within your purchase. If you did not receive an update or Gift Card for any paid item (not including free/bonus items), please fill out the helpdesk form and we will be able to help you with these updates.

If your purchase contains the Buy 3 - Get 2 Free promotion, the last two shirts within your purchase are considered free/bonus items that do not carry any monetary value towards your purchase. These shirts will still ship when they are available, but these free/bonus items can not be switched or refunded as they do not carry any actual monetary value within your purchase and are only available while supplies last. If you receive a Gift Card to swap out a paid shirt design within the Buy3 promotion, all free/bonus items will be cancelled as they can not be carried over to different purchases. Please visit http://buy3.horrormerch.com/ for more direct information about this promotion.

Any customer causing issues within our email or social media, creating disputes, or causing forced cancellations within our Automatic Cancellation Policy will incur an added cancellation fee as you have already paid a Non-Refundable Deposit at the time of purchase for these items to reserve them for you.

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Automatic Cancellation Policy

Any customer being overly aggressive, overburdening our email/social media pages, posting negative reviews while not willing to wait for Pre-Order items (as listed in the title of the product prior to purchase), creating disputes, causing problems on our social media pages (or other groups, etc.) or just becoming a troublemaker within our emails/social media - will be subject to our Automatic Cancellation Policy.

All items, including Pre-Order items (as listed in the title of the product prior to purchase) require a non-refundable deposit (as listed in the product description prior to purchase, within your shopping cart prior to purchase and within your purchase receipt after purchase).

If the Automatic Cancellation Policy is started, any in stock items will be shipped and any remaining Pre-Order items (as listed in the title of the product prior to purchase) will be cancelled. The Customer will be refunded, minus the the non-refundable deposit (as listed in the product description prior to purchase, within your shopping cart prior to purchase and within your purchase receipt after purchase), for their purchase.

Additional cancellation fees may also apply depending on the severity of the customer interactions.

In short, if you'd want to avoid the Automatic Cancellation Policy and/or extra fees from your credit card company - Please be patient and "Be Excellent To Each Other".

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Damaged Items

Sometimes accidents do happen along the way and items may get bumped and bruised in the mail.

However, as we have noticed social media posts boasting that customers have received free replacement items, along with the ones they claimed were "missing" or "damaged" in their original shipment - this has lead to stricter policies to verify that we had either correctly, or incorrectly, packaged your shipment.

As we are not currently accepting returns, we will be able to virtually inspect your items for you. We will require photographs of ALL items and ALL packaging included in your shipment. This will verify that your items were packed in their proper packaging and that the damage was due to shipping directly.

Once we have received the photos required (this may mean taking multiple pictures at different times if the first ones you submit are not sufficient) we will check out the photographs and decide our next steps of either replacements, Gift Card credits or refunds via the USPS

If your purchase includes Economy or USPS first-class shipping at check out, any issues or damages are not able to be covered by USPS insurance and these items are not able to be replaced or given store credit. Purchases with Standard or USPS Priority Mail are insured by the USPS (up to $50) any extra insurance required by the customer will require an additional purchase to insure any total over $50.

As the USPS has implemented stricter (and in person) inspection requirements for damaged packages, we are no longer able to offer direct refunds for damaged items. If you would require a direct refund, you will need to start a Claim with the USPS (https://www.usps.com/help/claims.htm) and visit your local post office for their physical inspection and claim process otherwise.

Any items purchased that were listed as "DISPLAY ITEM/DAMAGED BOX" items (as listed in the title of the product prior to purchase) are not available for replacements or refunds. The "DISPLAY ITEM/DAMAGED BOX" items are sold as-is, and were already noted prior to purchase that they may contain packaging blemishes.

For damages to collector condition figures, please visit the collector condition section for more direct information.

If you are unable to email us photographs of the items you had received AND the packaging it was sent in, we are unable to offer any replacements or Gift Card Credits for your purchase otherwise.

Once we have received the photos required (this may mean taking multiple pictures at different times if the first ones you submit are not sufficient) we will check out the photographs and start the replacement process.

Again accidents may happen, but if we are unable to verify that your package was incorrectly packaged before shipping, or that it was damaged along the way, we are unable to offer any replacements or Gift Card credits for your items.

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Missing/Incorrect Items

Sometimes accidents do happen, and due to the volume of shipments per week, some shipments may incur some direct issues.

However, as we have noticed social media posts boasting that customers have received free replacement items, along with the ones they claimed were "missing" or "damaged" in their original shipment - this has lead to stricter policies to verify that we had either correctly, or incorrectly, packaged your shipment.

Clothing Only Shipments:

Clothing designs may ship separately at different times. If your purchased 4 clothing items, and only 1 has arrived - the rest of your purchase will ship when your remaining clothing items are available. Split shipping of clothing only purchases (within the US) is a common occurrence and your items will ship as they are available or restocked at no additional cost.

If an item was marked as shipped in your shipping notification, but did not arrive, we will be able to virtually inspect your items for you. We will require photographs of ALL items and ALL packaging you had received within your shipment. This will verify that your items were packed in their proper packaging or that items may may or may not have been included within your shipment.

If you are unable to email us photographs of the items you had received AND the packaging it was sent in, we are unable to offer any replacements or Gift Card Credits for your purchase otherwise.

Once we have received the photos required (this may mean taking multiple pictures at different times if the first ones you submit are not sufficient) we will check out the photographs and start the replacement process.

All Other Shipments:

If an item was marked as shipped in your shipping notification, but did not arrive, we will be able to virtually inspect your items for you. We will require photographs of ALL items and ALL packaging you had received within your shipment. This will verify that your items were packed in their proper packaging or that items may may or may not have been included within your shipment.

If you are unable to email us photographs of the items you had received AND the packaging it was sent in, we are unable to offer any replacements or Gift Card Credits for your purchase otherwise.

Once we have received the photos required (this may mean taking multiple pictures at different times if the first ones you submit are not sufficient) we will check out the photographs and start the replacement process.

Again accidents may happen, but if we are unable to verify that your package was incorrectly packaged before shipping, or that it was damaged along the way, we are unable to offer any replacements or Gift Card credits for your items.

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Missing Shipments Shown As Delivered

Once you receive tracking information, you will be able to track your purchase and see it's estimated date of delivery once it has shipped. As it gets closer to you, delivery times and options may change but it will be able to let you know it's status at any point.

Please view updates with the USPS tracking links that are emailed to you - we will not have any different information about your shipment than what is listed on the USPS site. Please be sure to view that link for updates for delivery, delays or any issues due to incorrect addresses.


Due to the volume of our daily shipment pickups, not all packages are scanned at the time of pickup. If the status has not been updated when you receive your tracking information, please wait for 48-72 hours as it will show further scan information closer to it's destination.

If you receive tracking information and the USPS is already showing status updates, we can not move your package any faster once it is in the hands of the USPS, they will have up the most up to date information for your package.

If you receive a notification that your package has been delivered, but you did not receive it - you will need to contact your local post office with that tracking number to find out more information about your package. We are unable to contact them and make any re-delivery options on your behalf.


If your package shows as delivered and they are unable to help you locate the package, you may be able to start a Claim with the USPS (https://www.usps.com/help/claims.htm) for reimbursement of your package as we are unable to offer replacements or Gift Card Credits for items that show that they have been delivered.

If you have address change concerns once it is already shipped - you will need to contact the USPS, as they would be able to make any kind of delivery changes for you. We are unable to contact them and make any re-delivery options on your behalf.

Out of US customers: If your package is stuck in customs, you will need to contact your customs agency directly as we do not have contact with the customs agents in your country. Any added customs fees, duties, or other fees that your customs agency, post offices, or country include - on top of - what you had already paid is the responsibility of the customer. We do not offer discounts or Gift Card Credits for added customs fees that your country or customs agencies add on to import these items to your country. Also abandoning any shipments or forcing them to be returned to us, for not paying customs fees will not be able to be canceled.

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Items Returned/Incorrect Addresses

As we are not currently accepting returns, any items returned by the customer or by USPS due to address issues entered by the customer at the time of purchase are not able to be refunded. If you received an incorrect item, please visit the Missing/Incorrect Items section of this FAQ for more direct information.

As the shipping address you enter at the time of purchase is the same address we will send your items to, please be sure to confirm that your address is spelled correctly, with the correct apartment/unit numbers if needed.

If There Are Any Typos Or Missing Information (Including Apartment/unit Numbers) In Your Shipping Address, Your Items May Experience Shipping Delays Or May Be Directly Returned To Us.

If you have address change concerns once it is already shipped - you will need to contact the USPS, as they would be able to make any kind of delivery changes for you. We are unable to contact them and make any re-delivery options on your behalf.

Any items that are shipped back to us due to an insufficient address will require an additional shipping purchase to re-ship these items to you.

We are unable to offer any discounts or Gift Card Credits for items that are sent back to us due to being delivered to an incorrect address that was entered by the customer at the time of purchase, or listed as a change of address after purchase.

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Why Are You Not Returning My Emails?

We respond to emails as quick as possible that are directly sent to our helpdesk. Emails that are sent outside of this helpdesk form may not arrive to our helpdesk directly.

These emails are (usually) answered daily when possible but sometimes may take 1-2 business days for replies (business days are Monday-Friday and do not include weekends or holidays).

Sending multiple emails will not speed up your response time.

Sending abrasive, abusive, obscenity filled emails will not tolerated, nor responded to and the Automatic Cancellation Policy may be instated.

To be sure you receive a reply, be sure you fill out the helpdesk form on our website.

Be sure to also check your spam/filtered emails for any replies within 1-2 business days (business days are Monday-Friday and do not include weekends or holidays).

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Other Questions NOT LISTED ABOVE

This page is a Frequently Asked Question Page as 99.9% of the emails we receive are currently answered above with more in-depth and direct information. This includes questions like: Where Are My Clothing Items?, Where Are My Figures? and more.

IF YOUR QUESTION IS ALREADY ANSWERED ABOVE: You will receive the same information as listed above. We will contact you directly when more exact information is available.


We use this page to help you the information for your purchase to you at your leisure, and it also helps free us up so we can get more items out to you faster.

IF YOUR QUESTION IS NOT ANSWERED ABOVE:

We respond to emails as quick as possible that are directly sent to our helpdesk. Emails that are sent outside of this helpdesk form may not arrive to our helpdesk directly.

These emails are (usually) answered daily when possible but sometimes may take 1-2 business days for replies (business days are Monday-Friday and do not include weekends or holidays).

Sending multiple emails will not speed up your response time.

Sending abrasive, abusive, obscenity filled emails will not tolerated, nor responded to and the Automatic Cancellation Policy may be instated.

To be sure you receive a reply, be sure you fill out the helpdesk form on our website.

Thank you again for your purchases and continued support since 2005 - and if the information above does not answer your question, we will get back to you as soon as we can! :)

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