returns

RETURN POLICY

Not all purchases are going to be perfect. As hard as we try, things may not always arrive as expected; with that in mind we offer a 30 day return policy on all brand new unopened items.

Unopened in New Resalable Condition Items

Unopened and in New Resalable condition items can be returned within 30 days from the date the item is purchased on our TOYCO website, unless specifically stated on the product details page. The packaging must be in the same condition as when initially received. Any requests to return any item after 30 days from original purchase date will be denied and not accepted.

Final Sale

Final Sale items can not be returned or replaced under any circumstance and are sold as is.

Opened Items

Items sold as Standard New or Collector Mint are not eligible for any return. This includes:

  • Items that have been opened or removed from its original packaging.
  • Items that have visible indications that the packaging has been opened and or the figure has any indications of handling.
  • Opened cases that are no longer factory sealed.

 

Open Box and Pre-Owned Items

Open Box and Preowned items sold on our TOYCO website are all guaranteed to have been carefully inspected by us to ensure that the figures are in good condition, does not have any overly loose/stiff joints, are unbroken, free of any smoke odor, pet hairs, and includes all original packaging and accessories supplied by the manufacturer, unless otherwise stated on the item listing.

All pre-owned items are subject to a 10 days return policy from the date the pre-owned item is purchased from the Site. All pre-owned items must be returned in the original condition it was received and must include the original box, figures, and all accessories unless otherwise stated in the original item listing. 

Clothing and Apparel

New, unworn, and unwashed clothing and apparel with all original tags can be returned within 30 days from the date the item is purchased on the Site. Any used or worn clothing and apparel may not be returned under any circumstance.

Damaged and Defective Items

Any item damaged in transit can be exchanged for a replacement of the same item (or a replacement part depending on the issue), if you send us the request within 3 days of receiving your order. The item must be unopened and factory sealed for return. If the item is no longer available, we will be happy to issue a refund upon returning the item back to us.

Any manufacturer defective product will require that you E-mail a picture of your broken or defective item to help us determine what exactly is wrong and if a replacement part would be helpful.

NOTE: Some manufacturers, such as Bandai and Tamashii Nations require that you contact them directly and provide proof of purchase along with pictures of the damaged or defective parts and they will instruct you to send the items back to them directly for replacement or they will send you the replacement parts directly.

The following issues do not qualify as a defective product:

  • Minor cosmetic paint issues or chips in the paint from the manufacturer.
  • Package condition, we always choose the best packaging condition available, but are not responsible for packaging that have dents, creases, cracks, or tears from the manufacturer.

NOTE: In some instances you may receive an item that appears to have been double taped from the manufacturer. This is due to when the manufacturer goes through their QC process, they may have found something wrong and therefore reopened the packaging to fix the issue and then re-taping it sealed. These items are considered NEW and SEALED items from the manufacturer.

How to return an Item

Please contact us by E-mail to receive authorization and RMA number for your return so that the item(s) can be accepted. Any returns without authorization will be delayed and possibly not be eligible for a refund or replacement. TOYCO will not be responsible or liable for any returns that was not issued a return authorization number and was lost. Customer service may be reached by:

  • Email: support@shoptoyco.com
  • Call: (626) 810-7770 (10:00 AM to 4:00 PM PST Monday to Friday)

 

Return Shipping – Domestic Customers

If the return is due to our error or a damaged or defective product, we will cover any return shipping fees as long as the return is completed through a TOYCO return option (a prepaid label provided by us). If you choose a self-return option (a carrier or service of your choice) you will pay the cost charged by the carrier selected and will not be reimbursed by TOYCO for any return shipping costs. We are not responsible for any lost or damaged packages during transit.

If the return is for any other reason, we will not pay for the return shipping fees and you will be responsible for all shipping costs without reimbursement. We are not responsible or liable for any lost or damaged packages returned to us.

Return Shipping – International Customers

If the return is due to our error or a damaged or defective product, we will issue store credit for what we feel would be a reasonable cost to ship the item back to us using a cost-efficient method. You will be responsible for shipping the item(s) back and paying for the actual shipping fees.

If the return is for any other reason, we will not pay for the return shipping fees nor will we isslue any store credit and you will be responsible for all shipping costs without reimbursement. We are not responsible for any lost or damaged packages returned to us.

How to Prepare Your Item for Return Shipping

Please pack the item in a separate appropriate-sized shipping box and use bubble wrap or other fill to adequately protect the item from getting damaged during transit. Please do not ever place the shipping label directly on the item packaging to return it as this will result in no refund as the item will no longer be considered new or in resalable condition. If the item is damaged in transit or received in less-than-original condition due to poor packaging, then TOYCO will determine a reasonable amount, at our sole discretion, to deduct from your purchase refund total. 

Refunds

Refunds on returns are issued after the product has been received, inspected, and processed. Refunds are in the original form of payment. In cases where this is not possible, store credit will be issued. Any and all restocking fees will be deducted from your purchase refund total. Any rewards points earned from returned products will be subtracted from your rewards points total. If you have already spent your rewards points, then we will deduct that equivalent amount from your original purchase refund total.

You may view your account to check a refund status. Once we issue your refund there may be a delay for these funds to show in your account:

  • Credit Cards: Typically 5-10 business days
  • PayPal: Depends on your PayPal original source of payment. PayPal states up to 30 days.
  • Store credit: Available immediately

 

Refused and Undeliverable Shipments

A refused shipment will be treated as a return and the full original shipping costs and the return shipping costs will be deducted from your purchase refund total.

If a shipment is returned to us as undeliverable due to an error on your part (such as incorrect address or not home), we will contact you to reship the package; any return and reshipping costs must be pre-paid by you before the package is reshipped. Re-shipments for domestic customers will not be eligible for Flat Rate Shipping.

International customers will be responsible for any additional fees, duties, or taxes for refused or undeliverable shipments. If customs disposes your shipment for any reason, no refunds will be issued for product or shipping. TOYCO will not be responsible or liable for any such incidents.

Restocking Fees

We typically do not assess restocking fees but reserve the right to do so in some situations:

  • Returned shipment contains missing, damaged, or opened items
  • Merchandise inspected by Customs
  • The return was received after the 30 day return window

Any and all restocking fees will be deducted from your purchase refund total. Any rewards points earned from returned products will be subtracted from your rewards points total. If you have already spent your rewards points, then we will deduct that equivalent amount from your original purchase refund total.

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