Q: Can I cancel my order before it ships?
A: Yes, you can request a cancellation before shipment. However, please be aware that payment processors (like PayPal and Stripe) do not refund transaction fees to sellers. Therefore, a 10% administrative fee will be deducted from your total refund to cover these costs. If we are unable to fulfill your order due to our own error, you will receive a full refund.

Q: What is the cancellation policy for Pre-orders?
A: You may cancel a pre-order, but the 30% deposit is strictly non-refundable.

• If you have already paid in full, we will refund the amount minus the 30% deposit value.
• Once an item is released, we will email you an invoice for the remaining balance. If this balance is not paid within 10 days, the order will be forfeited and cancelled without a refund.

Returns & Unboxing

Q: Do you accept returns after the item has been delivered?
A: Generally, all sales are final once shipped. Returns are not accepted unless there are exceptional circumstances or critical errors on our part.

Q: What should I do when I receive my package?
A: It is mandatory to record a high-definition unboxing video.

• Start filming before opening the brown shipping carton (the one with our shipping label).
• The video must be a single, continuous shot showing the label clearly and the opening of the product.
• If you find any defects, this video is required as proof. Without it, we reserve the right to decline your claim.

Defects, Repairs & Warranty

Q: My figure has a defect. How do I request a repair?
A: Please email us clear, high-resolution photos and videos of the issue within 3 days of delivery. We will forward these to the manufacturer (Hot Toys / INART) for assessment. We cannot process claims without this evidence or if submitted late.

Q: How does the repair process work for Hot Toys products?
A: Hot Toys does not send loose replacement parts directly to customers. You must return the defective product to us so we can send it to them for repair or replacement.

• Shipping Costs: Customers are generally responsible for the shipping costs to return the item for repair.
• Timeline: The Hot Toys warranty is valid for only 14 days after you receive the item.

Q: What about older or "New Old Stock" items?
A: For older releases, please buy with caution. Even if an item is brand new and sealed, materials can degrade over time (e.g., battery oxidation in Iron Man figures or deterioration of faux leather). These age-related issues are non-refundable. We guarantee our stock is sourced directly from official suppliers and stored correctly, but we cannot control material aging inside sealed boxes.

Q: What happens after a repair is approved?
A: Once we confirm the solution with the manufacturer, you will send back the specific part or item. Please note that we are not liable if your return package is lost or damaged during transit to us. Always provide us with a tracking number.

Shipping, Customs & Duties

Q: How long does delivery take?
A: We typically use UPS Worldwide Express Saver®, which estimates delivery in 1-3 business days. However, delays caused by weather, peak seasons, or customs clearance are beyond our control, and we cannot offer compensation for such delays.

Q: Who pays for Import Duties and Taxes?
A: The customer is fully responsible for any customs fees, import duties, or taxes levied by their country. Our prices do not include these charges.

• We automatically declare a lower value on the shipping label to help minimize or potentially avoid these fees for you.
• If you refuse to pay the customs fees and the package is returned to us, no refund or compensation will be provided.

Q: What if my package is lost or stolen?
A: Please ensure your shipping address is 100% accurate; we are not liable for failed deliveries due to address errors.

• Once the tracking status shows "Delivered," we are not responsible for stolen packages.
• If a package is lost in transit, please contact the carrier directly. We cannot provide additional information beyond what is available on the tracking page.