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Customer Service

CONTACT US:

For any questions or issues regarding orders placed online at McFarlaneToysStore.com please e-mail us at: sales@mcfarlanetoysstore.com

For any other inquiries or questions involving product purchased from another retailer please e-mail customerservice@mcfarlane.com

OUR POLICIES:


SHIPPING AND HANDLING:

In-stock orders ship within 24 hours from when the order was placed (or next business day).

We ship via USPS (1-3 items/lbs.) and UPS (4 lbs+) to 48 Continental U.S. States. We ship via USPS Priority Mail International to Canada. No APO addresses. RESIN FIGURES SHIP UPS - INCLUDING TO CANADA AND CANNOT SHIP TO P.O. BOXES.

View your shopping cart during checkout and enter your shipping address and hit "apply" shipping to see exact charges (no Credit Card information or checkout is required to view the shipping charges in the shopping cart).

Shipping & Handling to 48 contiguous U.S. states: $8.99 for the first figure and approx. $1.50 each additional. There is additional shipping for oversized figures or special boxed sets.

CANADA Customers are responsible for any duty, tax and brokerage fees.

Tracking updates will be e-mailed for both UPS and USPS Priority shipping. Tracking is also available by singing-in to your account and viewing your order history.

PAYMENT: We accept Visa, MasterCard, Discover, American Express.

RETURNS:

Please contact us via e-mail if you wish to return an order. We must be notified within 7 days of receipt of your order if you wish to return an item. ALL returns of Resin Statues require a $25 re-stocking fee. Item(s) must be returned within 7 days from notification of return. Customers are responsible for return shipping charges. Shipping charges are not refunded. For products that include FREE shipping (the resin statue program) there will be a $15.00 shipping fee PER RESIN STATUE deducted from your refund.

DAMAGED ITEMS:

If your order arrives damaged from either USPS or UPS please contact us immediately. We will put in a claim for your packaged and either issue a refund or a replacement. All claims must be made within 7 days from when the package was delivered. If you contact us after 7 days we will not be able to issue a refund or replacement.

Products must be returned in original packaging and in the same condition in which they were received. In other words, the item must be returned intact with figures, accessories, bases, original packaging and outer shipment box. WE STRONGLY SUGGEST THAT YOU CAREFULLY OPEN AND INSPECT ALL MERCHANDISE UPON RECEIPT IN ORDER TO TAKE ADVANTAGE OF THIS POLICY.

Returned items that arrive at the McFarlane Toys Store warehouse with excessive damage due to improper return packaging will be assessed a damage fee of up to 10% of the product's price.

Condition of Packaging

McFarlane Toys' e-commerce does NOT guarantee mint condition clamshell packaging. McFarlane Toys e-commerce ships the same quality product that can be found in retail stores. We cannot be responsible for minor creases, scratches, dents, bubble indentations, or other superficial imperfections to the packaging. If you desire "mint" packaging, you should purchase our products through a retailer where the product can be inspected before buying. If you believe your figure was damaged during shipping, please review our return policy, above.

Mint condition "clamshell packaging" is NOT guaranteed for toy figures purchased through the online store.

Returns On McFarlane Items Not Purchased From McFarlane Toys Store Not Accepted

We do not accept returns or exchanges for product purchased at other retailers -- you must return the product to the place of original purchase.

Returns Due To McFarlane Toys E-Commerce Error McFarlane Toys e-Commerce will pay for return shipping costs if an exchange or return is the result of an error on our part, i.e., defective/damaged items or an error in filling an order.

Refunds On Product From Other Retailers We do not accept returns or exchanges for product purchased at other retailers -- you must return the product to the place of purchase.

Replacement Of Damaged/Returned Items Due to the limited-edition nature of McFarlane products, we cannot guarantee that all items can be replaced at the time of return, or that damaged specific limited-edition numbers can be replaced with the same number. In that event, we will offer a full refund of the purchase price (in U.S. dollars).

Returns On International Orders International

Returns due to damaged or defective merchandise purchased from McFarlane Toys Store will be handled on a case-by-case basis. Please e-mail Customer Service for further assistance.

Credit Card Transactions and Refunds.

McFarlane Toys e-Commerce will charge your credit card for your order when the order is shipped to you.

PLEASE NOTE: For fraud protection, the credit card provided in the user account for all online transactions must belong to the user account holder.

Credit Card Refunds In the event that a credit card refund is required, McFarlane Toys e-Commerce will credit the original purchase price in U.S. dollars (plus shipping, when appropriate) to the original customer's registered credit card.

McFarlane Toys Store will credit a customer's banking institution within 7 to 10 business days of receiving the returned merchandise at our warehouse.

Credit card companies may sometimes take an additional 7 to 21 days to reflect a credit to a customer's account. If McFarlane Toys e-Commerce has confirmed a refund to your credit card account but the credited amount has not registered in the account, we recommend contacting your credit card company directly for more information. Additional Fees Due To Inaccurate Shipping Address Information Or Late Cancellation It is the customer's responsibility to maintain up-to-date billing information for their online accounts, including all pre-orders and waiting list orders. The customer is also responsible for canceling all unwanted orders or waiting list reservations before those orders are shipped from our warehouse. The customer will be responsible for any and ALL shipping and return shipping costs for any packages shipped incorrectly due to late cancellation of the order, or incorrect shipping information.

If your order is returned to our warehouse due to incorrect shipping information and you wish it to be re-shipped to you, you will be responsible for any additional nal shipping fees. If the order can be rerouted in transit to the correct address, you will be responsible for a re-direct fee of $10 per order, which is the amount our shipping company charges us. Any shipment requiring a signature upon receipt cannot be rerouted once in transit. PLEASE NOTE: Rerouting services are not available on deliveries outside of the United States.

Overdraft/Over-Limit Fees and Exchange Rates

McFarlane Toys Store is not responsible for any overdraft or over-limit fees that may result on a customer's credit card account due to delayed, misdirected or returned "Item Arrival" or "Processing Notification" emails.

McFarlane Toys e-Commerce will not refund any differences in exchange rates from date of original purchase to the time of refund, nor shall we be responsible for reimbursing any conversion fees charged to the customer by their banking institution.

Updating Your Address Information

It is essential that you provide us with your correct email address for all orders. Prior to pre-order items being made available for order, we will contact you via email through our e-newsletter. This e-newsletter announces items scheduled to arrive within 30 days, as well as those scheduled to ship during that current week. These advance notifications should give pre-order customers sufficient time to update any order information online prior to shipment. If your order is in the process of being charged and shipped, our online store may block you from updating your account information, and may display a message to contact us immediately. McFarlane Toys Store will not be responsible for any fees accrued from orders shipped incorrectly due to outdated or incorrect shipping information.

Shipping Information

Shipping Costs Shipping costs vary based on how much is ordered, as well as your zip code. The cost is calculated automatically during the checkout process in our online store. The online store also includes a Shipping Cost Estimator, located in your shopping cart. This will give you an estimated shipping cost at any time before your order is completed. The estimator can vary from the final charges you incur.

Shipping Costs For International Orders

McFarlane Toys Store ships orders to the USA (excluding Alaska, Hawaii, Puerto Rico, and all APO and FPO Military addresses) and Canada only. We do not, currently, ship to any other country. Please also note that we ship all Resin Orders Via UPS. You will need to provide a physical street address in the "shipping to" portion of your order for Any Resin Product. DO NOT PROVIDE A PO BOX AS YOUR SHIP TO ADDRESS FOR A RESIN ORDER.

Orders placed outside the United States may require additional costs for customs duties and taxes (aka brokerage fees). You are responsible for any additional charges incurred after your order has shipped. To get more information on duties and taxes in your country, you may contact UPS at 800-742-5877, or visit www.ups.com for more information.

Delivery Time For In-Stock Items

Orders placed for in-stock items during McFarlane Toys Store regular business hours (Monday-Friday 10am-4:00pm CT) will be charged to the customer's credit card upon order shipment.

Updating Your Address Information

It is essential that you provide us with your correct email address for all orders. Prior to pre-order items being made available for order, we will contact you via email through our e-newsletter. This e-newsletter announces items scheduled to arrive within 30 days, as well as those scheduled to ship during that current week. These advance notifications should give pre-order customers sufficient time to update any order information online prior to shipment. If your order is in the process of being charged and shipped, our online store may block you from updating your account information, and may display a message to contact us immediately. McFarlane Toys Store will not be responsible for any fees accrued from orders shipped incorrectly due to outdated or incorrect shipping information.

Rerouting Due To Incorrect Address Information

If your order is returned to our warehouse due to incorrect shipping information and you wish it to be re-shipped to you, you will be responsible for any additional shipping fees. If the order can be rerouted in transit to the correct address, you will be responsible for a re-direct fee of $10 per order. Any shipment requiring a signature upon receipt cannot be rerouted once in transit. PLEASE NOTE: Rerouting services are not available on deliveries outside of the United States.

Condition of Packaging

McFarlane Toys Store does NOT guarantee mint condition packaging for non-exclusive or exclusive toys. McFarlane ships the same quality product that can be found in retail stores. We cannot be responsible for minor creases, scratches, dents, or other superficial imperfections to the packaging. If you desire "mint" packaging, you should purchase our products through a retailer where the product can be inspected before buying. Mint condition packaging is NOT guaranteed for figures purchased through the online store.
Customer Service