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| Frequently Asked Questions: |
| Shipping and Handling
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Payment
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| Ordering
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Merchandise
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| Returns
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Contacting Us
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What are your shipping and handling methods?
For U.S. orders, packages are shipped via FedEx, UPS, and USPS. For Canadian orders, packages are shipped via USPS Priority Mail International, UPS Standard and/or UPS Worldwide Expedited. For all other countries, packages are shipped via USPS Priority Mail International and UPS Worldwide Expedited. Most packages are shipped from our fulfillment center in Texas, with the exception of a few packages shipping from our warehouse in Florida. We do not use any Saturday/Sunday service options so business days are considered Mondays - Fridays, excluding holidays. At this time we do not ship to Military Bases (APO, FPO, ETC.).
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What are your shipping and handling rates?
Shipping and handling is based on your total weight of your order, and is calculated at the checkout screen for your review before submitting your order. If you are ordering just one item, or multiples of the same item, then you can calculate the shipping and handling page right on the item page using the shipping calculator.
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Do you ship internationally?
Yes! We currently ship USPS Worldwide (Global Priority Mail or Global Express Mail depending on weight), UPS Standard (Ground) and/or UPS Worldwide Expedited to Canada; USPS Worldwide or UPS to Puerto Rico; and USPS Worldwide and/or UPS Worldwide Expedited to Argentina; Austria; Australia; Aruba; Barbados; Belgium; Bermuda; Brazil; Bahamas; Cayman Islands; Chile; China; Costa Rica; Cyprus; Denmark; Egypt; Finland; Fiji; France; France, Metropolitan; Germany; Greece; Greenland; Guam; Guatemala; Hong Kong; Iceland; Ireland; Israel; Italy; Jamaica; Japan; Korea, Republic of; Kuwait; Luxembourg; Macau; Malawi; Mexico; Monaco; New Caledonia; Netherlands; Netherlands Antilles; New Zealand; Norfolk Island; Norway; Panama; Peru; Papua New Guinea; Philippines; Poland; Portugal; Saudi Arabia; Singapore; South Africa; Spain; Sweden; Switzerland; Taiwan; Thailand; Turkey; Trinidad and Tobago; United Arab Emirates; United Kingdom; US Minor Outlying Islands; Venezuela; and Virgin Islands (U.S.). Shipping and handling is based on your total weight of your order, and is calculated at the checkout screen for your review before submitting your order.
Customs, Duties, Brokerage Fees, Taxes and other fees associated with importing products for International Orders will be the sole responsibility of the customer. Please note we do not have any control over the fees charged to you. Please note if you order multiple items with different shipping dates, we wait until all items are in stock before shipping. However we do not set aside your order in these instances and therefore, some items may sell out prior to your order shipping. If you do not want to take this risk, then we suggest placing orders based on what is in stock.
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Why did multiple orders I placed arrive in one box?
We have no control over when products arrive in our warehouse. Sometimes orders you placed separately may end up arriving at our warehouse at the same time for whatever reason. Our system consolidates orders based on shipping information to avoid the possibility of lost packages on multiple orders. If this happens to you please let us know and we will refund you for the difference in shipping charges.
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How do I find something?
We have direct links to different categories of merchandise as well as to individual items. We also have a Search box at the top of our page where you can enter the word or words you are looking for.
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How do I buy something?
Buying from us is easy and secure. When you place an order, you can feel confident that your credit card information is protected by our secure server. For every orderable item, there will be an add to cart button. This button adds the item to your shopping basket. Putting something in your shopping basket does not commit you to buying it. After you put something in your basket, you can choose to place the order immediately, or continue shopping. You can put as many items as you want in your shopping basket. When you're finished and want to place the order, you can get back to your shopping basket by clicking on the "Shop Cart" button.
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Is your order form secure?
All online transactions are handled with industry-standard SSL encryption. When you enter your credit card number into the order form, it is transmitted across the Internet in an encrypted (scrambled) form, then decoded when it gets to us. For added security, we also encrypt the credit card number when it is stored on disk. If you are not the kind of person who worries about being hit by lightning as you're crossing the street, you probably don't have to worry that your credit card number will be intercepted on the way to a secure Web site. According to CNN, "The prevalent opinion...is that on-line credit card use is actually no riskier for consumers than traditional "low-tech" transactions." We order products online all the time, both as a company and as individuals. When we use a credit card to buy something online, we feel at least as safe as we would using one in a store or restaurant. We use the Stronghold secure server, currently the second best selling secure server software, and in our opinion, technically the best product. It supports industry-standard 128-bit SSL encryption.
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How soon will my order be processed?
Orders for in-stock items are normally processed, packed and shipped within 2-3 business days, not including Saturdays, Sundays, and holidays. Preorders and backordered items will be processed when they are in stock and ready to ship. Please note at times there may be delays depending on the situation.
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Why am I having problems ordering?
If you click on the Order button and get no response, it is probably because you can't connect securely to our server. As a test, try going to
https://www.microsoft.com. If you can't connect securely to Microsoft either, then you're using a very old version of your browser, in which case you should upgrade, or you are behind a corporate firewall that won't allow secure connections. Ask your network administrator, or order from home.
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Can I cancel an order?
As long as your order has not been processed you can cancel your order at any time. Once an order has been processed it is too late to cancel your order because it will have already been sent to our fulfillment center.
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Can I add items to an existing order?
You can add items to orders you have placed with us provided the order hasn't already entered the shipping process.
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I placed an order but did not receive an order confirmation. What happened?
Have you checked your spam filters? Numerous email clients have very strict spam filters and from time to time our emails are placed there.
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Can I change my address, credit card number, etc. after placing an order?
Yes you can but for security purposes, all changes must be submitted via written or phone request only.
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Will I get a refund or credit if I order something now and the price drops later?
If the price of the item(s) you ordered drops within 14 days from the date of your purchase, we will refund you the difference in price.
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Why are some figures only sold in cases?
We are constantly updating and expanding our product lines to give you the widest selection available. You will note that sometimes items are sold in cases, rather than individually. Our philosophy is that we want to give you and your fellow collectors/toy enthusiasts an equal opportunity to have the latest and hottest toys. Sometimes a manufacturer will short ship certain products, making it a "chase" product and one that "scalpers" will try to resell for a high profit. We don't want to see you paying those high prices for a product so we sometimes place those items together in a set with other similar items. This way you'll be sure to get every item in a given assortment without having to pay a premium!
Please note we do not accept requests for specific case assortments.
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Are all your items in mint condition?
Due to the nature of high-volume shipping, we cannot guarantee that merchandise will be received without cosmetic or incidental imperfections. Also, there are times when items arrive from the manufacturer in non-mint condition.
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Are all your items still in their original package?
Unless otherwise noted, all items are sealed in their original package. We do not remove items from their package.
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Are all your items in stock?
Yes.
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Do you charge me for backordered or items?
Back ordered items are canceled and refunded at the time of processing the order.
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What types of credit cards do you accept?
We accept Visa, and Mastercard.
ALL ORDERS ARE SUBJECT TO BILLING NAME, ADDRESS AND PHONE NUMBER VERIFICATION. WE WILL NOT PROCESS ORDERS WITHOUT PROPER BILLING INFORMATION.
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Do you accept PayPal?
Yes we do! Please note that if you are paying via PayPal, your PayPal account will be debited IMMEDIATELY regardless of whether your item(s) are in stock or not. We will ship your order when ALL items are in stock so if you prefer to have items shipped as they arrive, we suggest grouping items into separate orders based on their estimated ship dates as noted on the Availability section.
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Do you charge sales tax?
Only Texas customers are subject to sales tax on all orders.
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What is your return policy?
You may return items for a full refund, excluding shipping fees, within 14 days of receipt. Items must be returned in the same package they were shipped in, along with all packing materials. If you ordered a set or a case of products, you must return the full set or case for a full refund. You may not return parts of a set or case for a refund. However, you may exchange parts of a set or case for an identical item. If you are returning or exchanging an item because we shipped you the wrong item, we will be responsible for all shipping charges. You will be responsible for any applicable shipping and handling charges if you are returning or exchanging an item for any other reason. Please note that free items are non-returnable. Free items are exactly that - free. Therefore we do not accept returns of exchanges on free items. Please note if you are returning an item for a refund, please allow 7-10 business days for processing upon receipt of your returned item(s).
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How do I contact StatuesandFigures.com?
The best way to contact us is through e-mail:
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I sent an email to you but have not received a response back. Why is that?
Have you checked your spam filters? Numerous email clients have very strict spam filters and from time to time our emails are placed there. Please check there before emailing again as we make every effort to answer any question you have within 24-48 hours.
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