FAQ

 

Fox Forge Toys strives to deliver quality products and experiences to their customers.  We understand that not all products are made perfect and not all orders arrive as they should but it is our goal to make sure any issues are corrected that adhere to the return policy guidelines. 

What is the return and cancellation policy?

All orders come with a 15 day return policy window. This window will start on the day the item is deemed delivered by the carrier. Any issues that arise after the 15 window will not be accepted as a return.

If you would like to return an unopened item, you can do so within the 15 day window. Unopened items must be in the same condition in which they were delivered. The packaging, tape, etc. cannot be tampered with in anyway. If Fox Forge Toys receives returned items that were claimed to be unopened but have been tampered with, a refund may not be issued.

Any product that has been opened is not eligible for a return.

If your item is delivered and has been damaged during delivery transit you may request a refund within the 15 day window. The items offered by Fox Forge Toys  products are meant to be removed from their packaging for play and display experiences. It is the discretion of Fox Forge Toys to decide if a damaged item is approved for return. Minor blemishes to the packaging will be automatically declined for return. If your item is approved for a return and that item is no longer in stock, you will be issued a refund.

Any item that is removed from its packaging and is damaged or defective may qualify for a return or replacement as long as it is within the 15 day window. It is the discretion of Fox Forge Toys to decide if the damaged or defective item is user error or a production flaw. Fox Forge Toys may request pictures and an explanation to go along with a damaged item return request. If an item is deemed to be a production flaw you may receive a replacement for that particular item and not necessarily the whole product.  For example, if a figure’s included accessory is defective, you may only receive a replacement for that accessory. 

Minor paint issues on items will not qualify for a return/replacement.  

When will I receive my order?

If you ordered an in stock item your order should ship within 3-5 from the time it was placed. During the holiday season that time may extended.

If you ordered a pre-order item the estimated ship date will be in the description of the product. This ship date is an estimate though and may change so be sure to subscribe to our newsletter for up to date info on pre-order items!

What do I do if I never received my order?

Please fill out the contact form at the bottom of our website with your order number and we'll be sure to track it down for you!

How do I make changes to an order I’ve already placed?

If you have a pre-order that has not shipped yet and you need to update your shipping address or information you can fill out the contact form at the bottom of our website with your order number and new address. We will get it updated for you as soon as possible. The updated address might not be visible on your end as we update the addresses on our side.

Shipping for returns (Domestic)?

Your return request must be approved by a Fox Forge Toys representative.   If your return is not approved and your item is sent back to Fox Forge Toys, it will not be processed or returned.

Once your return is approved, the item must be shipped back to Fox Forge Toys for inspection. The returned shipping is to be covered by the customer. Fox Forge Toys is not responsible for any returned lost or damaged packages.  

Shipping for returns (International)?

If a return is approved for an international order, we will issue store credit for what it would reasonably cost to ship the item back to us using a cost-efficient method. The customer will be responsible for shipping the item(s) back and paying for the actual shipping fees.

If the return is not approved and sent back to Fox Forge Toys, it will not be processed.

Returning your item?

Please pack the item in an appropriate-sized shipping box and use packing material to adequately protect the item(s). Please do not ever place the shipping label directly on the item to return it as this will result in no refund or replacement. If the item is damaged in transit or received in less-than-original condition due to poor packing your refund amount will be affected. 

When do you get your refund?

Refunds on returns are issued after the item(s) have been received and processed.  Refunds are in the original form of payment.  In cases where it is not possible, store credit will be issued.

Credit Cards – Typically 3-5 business days.

PayPal – Depends on your PayPal original source of payment.  PayPal states up to 30 days.

Store Credit – Available immediately. 

What should I do if my question isn’t answered here?

If you have any other questions be sure to fill out the contact form at the bottom of our website and we'll respond within 2-3 business days.