One of our goals at Pop Collectibles is to ensure that customers have a comfortable shopping experience through our website.
We’ve set up the policies below to guarantee this promise is fulfilled:

1. Return & Replacement

• Please contact us if you have a defect issue with a figure you received from us.

• This replacement policy will only be applied to brand new items.

• This replacement policy will only be applied to products that are covered in the standard manufacturer warranty period.

• The item must be dispatched back to Pop Collectibles within 3 days once Pop Collectibles approves the request.

• If the return package is lost in transit, Pop Collectibles is not responsible for it.

• After the return package is shipped, a tracking number must be provided to Pop Collectibles.

• If the return package is damaged, Pop Collectibles is not responsible for it.

• Hot Toys' official brown shipper only comes with diecast, DX, and Toy Fair exclusive series; this will not be accepted as a reason to request a product replacement.

• If a package is damaged during shipping, please contact Pop Collectibles via email or Instagram.

• The return postage fee from the customer’s origin back to Hong Kong will be converted into a discount code for use on our website. The shipping fee from Hong Kong back to the origin will be covered by Pop Collectibles.

• This policy applies only to products purchased on our website.

2. Pre-orders and instock orders

• All first-batch pre-orders will be shipped within one working day after the figure is released in Hong Kong.

• Second-batch orders will be shipped out within 30 to 60 days after the figure is released in Hong Kong.

• A 10% service fee will be charged if a customer wishes to cancel a preorder or an order that has been placed with full payment.

• The 30% down payment on the payment plan is non-refundable.

• For items that offer a deposit option, the deposit is strictly non-refundable.

• Pop Collectibles is not responsible for any delays in an item’s release.

• Pre-order and in-stock items will only be shipped after the remaining balance is cleared.

• Once a pre-order has arrived, we will not be able to accept cancellations on it.

3. Shipping

• All in-stock items will be shipped within two working days after the order is placed.

• We currently offer the following shipping methods for international delivery:
  a) E-Express Airmail Services – This is the default shipping method on our website, taking around 7-12 days to reach your region. Tracking is provided.
  b) Express Mail Service Speedpost (EMS Speedpost) – Available to most regions, taking around 3-7 days to arrive. Tracking is provided.
  c) Express Delivery – FedEx and DHL take around 1-3 working days to reach your region.

• Customers can freely choose their preferred shipping method, but Pop Collectibles is not responsible for any delays caused by shipping services.

• Import duties vary by country; Pop Collectibles is not responsible for any customs or import duties requested by your local customs office.

4. Customer’s Privacy

• Customer privacy is one of our top priorities. We guarantee that your information is collected and used only for package shipment purposes.

• The following information is collected when you make a purchase with us:
  a. Name
  b. Address
  c. Postcode
  d. Email
  e. Mobile number

• The above information will only be used for shipping.

• If you have other concerns, feel free to contact us via email.

5. Customer Service

• If you have any questions, feel free to email us. We will reply to your request within 1-2 business days.